How to Raise the Efficiency of Customer Service with CRM
Editor’s note: Anastasia explains how software for customer relashionship management can help you improve your customer support and presents the list of the best CRM platforms. And if you need help with building a structured customer service process, check ScienceSoft’s customer service consulting services.
Today, neither the price nor the product is the main reason why customers stay loyal to the brand. It is customer service that has become the key differentiator between businesses. According to the recent stats, 96% of customers consider excellent customer service the number one factor in their decision to build long-term relations with a company. Therefore, I believe investing in high-quality customer service is a must for any company that wants to win the battle for loyal clients.
A CRM solution for customer service is up for the task as it enables multichannel communication with your clients, offers a 360-degree customer view for personalized service delivery, helps automate routine tasks of your customer service agents, and more. There are a lot of CRM platforms on the market that you can choose from depending on your company’s needs. We, at ScienceSoft, have made our list of top 3 CRM tools for customer service. Read on to learn more about their functionality.
Microsoft Dynamics 365 Customer Service
Available in two versions – Professional and Enterprise – Dynamics 365 Customer Service can meet the needs of companies of all sizes. It’s an obvious choice for companies using other Microsoft products and looking for seamless integration with Office, Outlook, SharePoint, Power BI, Exchange, OneNote, and other apps.
Core features:
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Case management
This feature helps split your case management process into 4 main steps: creation, assignment, escalation, and resolution. The case record contains all the information that can be necessary for service agents, including contact/account info and case details.
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Knowledge management for customer service agents
Having access to the knowledge base, agents can easily search for relevant articles and provide customers with answers to their questions much faster. Some knowledge articles can form the basis for a self-service customer portal.
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Service Level Agreements (SLAs) and entitlements
SLAs define the terms of ticket processing and stipulate case management procedures accordingly. Entitlements determine what service type customers are eligible for (e.g., phone support only, phone and email, or exclusive support across all communication channels).
-
Templates
The possibility to use pre-built templates for emails, entitlements, and knowledge articles can save your agents a considerable amount of time. Make sure email templates contain customers’ names and other personal data to avoid impersonal attitude.
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Reports and dashboards
This feature enables you to visualize and analyze your customer service data. You can monitor important customer service KPIs such as the number of incoming cases broken down by an agent, communication channel or case priority, and others.
Pricing: Starts at $50 user/month (the Professional edition).
Learn more about Dynamics 365 Customer Service.
Watch Dynamics 365 Customer Service Demo
Editor’s note: Anastasia explains how software for customer relashionship management can help you improve your customer support and presents the list of the best CRM platforms. And if you need help with building a structured customer service process, check ScienceSoft’s customer service consulting services.
Today, neither the price nor the product is the main reason why customers stay loyal to the brand. It is customer service that has become the key differentiator between businesses. According to the recent stats, 96% of customers consider excellent customer service the number one factor in their decision to build long-term relations with a company. Therefore, I believe investing in high-quality customer service is a must for any company that wants to win the battle for loyal clients.
A CRM solution for customer service is up for the task as it enables multichannel communication with your clients, offers a 360-degree customer view for personalized service delivery, helps automate routine tasks of your customer service agents, and more. There are a lot of CRM platforms on the market that you can choose from depending on your company’s needs. We, at ScienceSoft, have made our list of top 3 CRM tools for customer service. Read on to learn more about their functionality.
Microsoft Dynamics 365 Customer Service
Available in two versions – Professional and Enterprise – Dynamics 365 Customer Service can meet the needs of companies of all sizes. It’s an obvious choice for companies using other Microsoft products and looking for seamless integration with Office, Outlook, SharePoint, Power BI, Exchange, OneNote, and other apps.
Core features:
-
Case management
This feature helps split your case management process into 4 main steps: creation, assignment, escalation, and resolution. The case record contains all the information that can be necessary for service agents, including contact/account info and case details.
-
Knowledge management for customer service agents
Having access to the knowledge base, agents can easily search for relevant articles and provide customers with answers to their questions much faster. Some knowledge articles can form the basis for a self-service customer portal.
-
Service Level Agreements (SLAs) and entitlements
SLAs define the terms of ticket processing and stipulate case management procedures accordingly. Entitlements determine what service type customers are eligible for (e.g., phone support only, phone and email, or exclusive support across all communication channels).
-
Templates
The possibility to use pre-built templates for emails, entitlements, and knowledge articles can save your agents a considerable amount of time. Make sure email templates contain customers’ names and other personal data to avoid impersonal attitude.
-
Reports and dashboards
This feature enables you to visualize and analyze your customer service data. You can monitor important customer service KPIs such as the number of incoming cases broken down by an agent, communication channel or case priority, and others.
Pricing: Starts at $50 user/month (the Professional edition).
Learn more about Dynamics 365 Customer Service.