Customer Service

In today’s highly competitive scenario where the market is cluttered with plethora of products and services, a customer can easily switch from one vendor to other. For successful business continuity, retaining customers is key. To retain a customer, providing good service every time is essential. This can be achieved through an appropriate service infrastructure supported by your CRM system. Businesses are also faced with customers increasingly expecting an instant response to queries and complaints through a variety of mediums including social media. A good CRM gives the customer service team the ability to record customer queries, issues or incidents that need action as per agreed Service Level Agreements (SLAs). It also enables automated creation of service requests for complaints received through websites, emails and phone channels. Modern CRM systems also provide the ability to capture service requests based on information available from other channels like chat and social media.