Customers are the heart of any business. With ever-increasing competition and evolving technologies, seizing opportunities to establish a loyal customer base and improve customer engagement is the need of the hour.
A robust customer service platform enables the journey from Reactive to Proactive to Predictive Customer Service Supports digitalizing end-to-end after-sales processes of organizations and enriches customer experiences.
According to Grand view research, more than 91% of companies with 10 or more employees use a CRM to manage conversations with customers.
After-sales Service CRM is an all-in-one software for making customer service efficient and responsive, increasing employee productivity, higher customer retention, and building trust with your customers. You can manage your customer service processes and workflows and deliver technical support with fast responses that improve your customer’s service experience.
Essential features of the after-sales CRM service that support your service executives to improve customer experience
Call Center: A Call Center is the medium to resolve queries, issues, and problems of customers by multiple modes of communication such as email, SMS, direct call, and chat, but the customer always prefers to call the call center to raise complaints or solve any query. After-sales CRM provides your call center agent access to proper customer-related information, call history, warranty details as well as service history to improve overall customer engagement. It also provides a real-time view on the web as well as on mobile.
Field Service Mobile App: Field service management needs multiple levels of coordination, fast response time, and prompt issue resolution. With the Field Service Mobile App, the technician can access assigned calls, review warranty information, request parts replacement, view service-related information, and many more. Not only this, but they also help field technicians to improve performance and provide better service.
Customer & Product Management: Manage the complete product cycle and have a 360-degree view of all customer interactions on a single platform. Quickly access details of their registered products, service history, warranty information, etc. Elevate customer experience and minimize service-related costs to help your business grow.
Inventory Management: With built-in inventory management features a Service CRM enables enterprises to track and manage product stock, billing information, purchase history, and pricing of goods that expedites business operations and productivity.
Report & Analytics: Collecting data from diverse resources, compiling, and converting it into a report is a strenuous task. An After-Sales Service CRM generates instant reports to manage your team and their activities. Get real-time insights and reports on a daily, weekly, or monthly basis.
Let’s have a look at the advantages of using CRM software for After-Sales Service Support:
- Streamlined processes improve accountability and help businesses to evaluate better performance.
- Automation helps eliminate errors and saves time by avoiding lengthy paper-based work.
- Improve communication with real-time notifications and alerts.
- Minimize service costs and boost performance.
- Track customer interactions and retention rate.
- Improve your customer service.
CRM is the best tool to build trust with customers. It makes it easier for users to access customer-related information in one place without any delay. It serves as a great platform to bring together customer interactions across every touchpoint and provide better service with less effort.
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