Headache-Free Customer Service With a CRM System

by Emily Retherford

3 min read

For the new small business, an expanding customer base is a dream come true. However, the surge of customer service demands can become overwhelming. Customer relationship management systems can help you manage interactions with your clients, keeping them happy and earning their loyalty.

Customer Relationship Management Speeds Responses

Customer relationship management software can accelerate your responses to customers’ complaints and special requests. All of their information, including order histories, is just a click away. Faster response times enhance the other key benefits of using a CRM platform. For example, the ability to access a particular customer’s information more quickly can help you get a more thorough understanding of the problem at hand, avoiding a potentially tense situation.

Customers can quickly lose their patience when they are left hanging without a response to a pressing problem. A single experience such as that can cause a business to lose a client. CRM systems can also advise you as to whether individual employees are meeting your company’s service metrics for time between first contact and problem resolution, time customers spend on hold, and lengths of individual phone calls. Automated workflows also speed response times. When an agent wants to send a replacement part to a customer, a single click of a button sends the part on its way.

Communicate With Your Clients Effectively

Many cloud-based CRM platforms allow you to access the system through your smartphone. This can help you manage your appointment schedule and contact list while you are away from the office. You can get alert reminders to make followup calls to particular clients. CRM can automatically organize your incoming emails, sorting them based on your contact list, rather than time of receipt. Respond to and forward emails directly from your mobile CRM app, without the need to utilize a separate email app. You can improve your email efficiency by arranging contact groups within your CRM system. This allows you to send group emails to everyone in the particular group or specific client category, such as sporting goods retailers. Receive alerts when particular clients visit your company website, and take advantage of the opportunity to address any of their inquiries.

Cloud CRM Software Facilitates Collaboration Among Team Members

Cloud-based CRM allows your marketing, sales, and service teams to collaborate across provinces and time zones, keeping your clients satisfied. Team members can access the data and tools needed and collaborate with their associates when necessary. Sales processes, client data, and analytics are readily available to your staff members while they are at a client’s facility. Your team members have immediate access to whatever tools and support they need as new opportunities and challenges arise, even though they may be at remote locations. Contact among team members takes place without the need to make a phone call or switch to a separate email app.

Because important materials are available in the cloud, it is not necessary for your representatives to wait for long file transfers from other team members while they are assisting customers. New team members have the support they need when visiting clients, simply by hitting a button. This can shorten the training period for new representatives, making it unnecessary for them to have a more experienced team member accompany them on introductory visits to existing customers. Consider using Method CRM, a small business CRM platform that syncs with QuickBooks accounting software, making it easy for your representatives to access your accounting platform remotely to send an invoice from the field.

Identify Customers Likely to Close Deals

Use CRM to access data allowing you to spot customers likely to close deals, as well as those who get stuck in the decision-making process. This information can help you develop a strategy to boost your conversion rate and understand which deals are likely to close within a given timeframe. CRM offers analytics to help you understand which sales techniques are most effective and which techniques are inefficient. You can also identify the contact methods offering the greatest likelihood of resulting in a sale.

Learn When to Reach Out to Customers and Close Sales

A CRM platform brings your company numerous revenue-boosting benefits. It can help you identify the best point in the sales cycle to reach out to customers and close sales because it tracks customers’ buying habits and the average amount spent on each purchase. This information is useful for developing a proper timing strategy to prevent the type of aggressiveness that loses a client, while avoiding the delays that result in lost deals. Your sales reps can learn how to ask the right questions of customers to ascertain customers’ readiness to make a purchase.

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