Basically, Customer centricity means putting your customer at the center of what you do. As an organization, you need to understand the “how” and “what” of customer experience and you need to promote a customer-centric culture because it is one of the most key differentiators now among the competition. You need to have the right strategies and measures in place to delight your customers and one of the most important ways of doing it is by having a robust Helpdesk ticketing system in place. Let’s understand the meaning of having such a system and its key benefits?
We can call it helpdesk or service desk or customer support desk or ticket management system but it implies a system that can automate complaint resolution process by assigning tickets to customer issues resulting inefficient management of customer issues.
Here are few key benefits of a ticket management system that you should know:
#1 A centralized system for complaint resolution:
Helpdesk ticket software facilitates centralized complaint management. The software can be accessed from any location and all tickets and their status can be monitored by the stakeholders from any location.
#2 Faster Ticket Resolution:
The customers are only concerned about how fast they get a resolution for their issues and have nothing to do when it comes to your internal processes. Thus, having a ticket-based solution enables the agents to resolve the tickets faster and boosts your customer experience. You may also create a repository of FAQs for your agents so that they can resolve the query faster and efficiently
#3 Automatic updates to customers:
A Robust helpdesk software has a feature of sending out regular updates on the status of a customer’s requests. This way your customers are well informed throughout the lifecycle of the ticket.
#4 Multi-channel Customer Support:
Customers want to reach you through any of their preferred modes like voice, email, social media, WhatsApp, etc. An Omnichannel CRM enables ticket generation from all channels and streamlines the customer support process.
#5 Better Customer Experience:
The software facilitates regular updates to customer on their ticket status and also have provision for self-service FAQs to enhance the customer experience. The customers can get handy solutions for their issues in a very short span of time.
#6 Reports and Dashboards:
The software provides deep insights on tickets and their resolution. This helps to create and improve CX strategies and drive process improvement to boost customer satisfaction.
#7 Complete information at the customer service representative’s disposal:
It is very frustrating for a customer to repeat his issues every time he reaches a customer service representative. A Robust ticketing software has all the required information at the CSR’s screen and hence the agent can provide accurate information to the customer.
#8 Increase in efficiency:
A ticket management system helps to organize the customer’s requests and complaints. The system facilitates quick response with less effort through the system, promotes fewer mistakes, and enhances the overall efficiency of the organization.
#9 Constant Performance Improvement:
The metrics and dashboards on the team’s performance give valuable insights for example tickets closed, in TAT closures, out of TAT closures, average time for ticket resolution, etc. Such analytics brings transparency to your process and you are able to identify process gaps and take corrective action accordingly.
#10 Promotes Revenue Growth:
It is a proven fact that happy customers bring you more revenue. This happens through word-of-mouth or through repeated orders. When customers are happy with your services, you have the opportunity to cross-sell and upsell also.
After looking at the benefits of a customer service support CRM, we have proven that having an all-inclusive ticket management system is the need of the hour. If you want to delight your customers at every touchpoint, then you need to have a robust ticket management system that offers you omnichannel customer support. There are many help desk ticketing software in the market, but not all are created equal. Dialdesk also offers customizable customer support ticket software, which provides a full suite of customer support features. In case you wish to demo, reach us at 9643303884
In this blog, we will explain to you how cloud telephony solutions can streamline your business communications and helps you in growing your business. Whether you’re opening new offices, hiring remote workers, or expanding your in-house teams, a cloud telephony solution will make your expansion effortless and cost-effective.
No matter how small or big your business is or what it does, voice communication is a critical element of success. With voice communication, you get a secure way to communicate with customers, contact prospective clients, and operate your business. Cloud telephony can help businesses to incorporate these voice communication benefits in an effective way.
Cloud Telephony is the communications technology where all communication devices and applications are hosted at the service provider’s premises. Any business interested in using these services does not need to install any software or buy any hardware to get the services started. The service can be an IVR, call center setup, call recording, virtual number, or call forwarding. These services can be started on a traditional phone, mobile, or a computer system i.e. desktop, laptop, or tablet.
In a conventional setup, to start any enterprise telephony solution like a PBX or small call center, you need a dedicated PRI, a PRI server, and a conventional call center solution. Whereas in cloud telephony solution, all the devices like PRI Line, application server, etc. are hosted or reside at the service provider’s premises and all the applications/devices are maintained by the service provider.
It’s also known as a VoIP-based hosted PBX solution. It helps you move your business phone service to the cloud.
It is a type of Unified Communications as a Service (UCaaS). And the reason is that it brings various communication systems and collaboration tools together. With cloud telephony, you won’t just move your phone calls to the cloud, but also connect them with your video meetings, instant messaging, CRM, and business processes across the board. It also sets the stage for adding complementary UCaaS features, such as voice and keyword analysis, call center capabilities, interactive voice response (IVR), and artificial intelligence (AI)-enabled customer support.
Cloud telephony may have numerous used cases. However, cloud telephony is required by companies that have a number published to the customers. They require a setup for their inbound calls and cloud telephony is the best option available to them. Similarly, companies who have tele-callers making outbound calls to their customers also require a setup to monitor agent’s performance and get complete call metrics. For them also Cloud Telephony is the most effective setup available.
Let us check first the flow of incoming calls in cloud telephony set up:
Cloud telephony is required where a company has a number published to its customers and wants to have a call center set up for inbound at the minimum cost. The number that is published could be a landline or a PRI number, a mobile number, or a toll-free number as well. However, I always recommend my clients to have a mobile number due to its flexibility and cost-effectiveness.
The calls coming to the number are then simply forwarded to the cloud service provider. They will provide you a PRI number and you would forward your calls there. In case IVR is there, then it will play and once your customer chooses his required option, the calls are then forwarded to your team agents’ mobile numbers or your landline numbers as the case may be.
The Call distribution can be done basis some pre-defined rules or on the basis of Input given by the customer on the IVR
In this setup, you get access to call recordings, and all call metrics and you can also do number masking
There could be two ways of doing outbound calls using cloud telephony.
In the first case, your agent logs in to a CRM which will provide click-to-call functionality already integrated into it. This initiates a call from the server to the agent first and then the call is initiated to the customer. Once the customer picks the call, the calls are then patched and an agent is connected to the customer on the cloud. But this method of outbound calling is a bit expensive since there are two parallel calls running and then patched. One is from the server to the agent and another one is from the server to the customer. You get call recordings and other call productivity metrics that are required to track your agent’s performance
I personally recommend the next solution as it is easy to use and cost-effective as well.
In this solution, the agent will be given a mobile application with login credentials. The supervisor is being given a panel from where he would push the data via excel file, or CSV file, APIs, manually and will then allocate the database to the agents. Once the agent logs in to his ID, he can see the database on his panel and can start calling on it using his mobile only. The agent can enter the call details on a mobile CRM or a desktop CRM as well. The call recordings and the durations will also move from mobile to cloud. The supervisor or the manager will be able to get real-time monitoring of the productivity. He gets access to recordings, dashboards, analytics using his panel.
To book a cloud telephony demo for your business, call @ 96433 03884 or email @ firstname.lastname@example.org
A mobile CRM is a version of your CRM solution which can be accessed from a mobile device (e.g. a smartphone or a tablet). It enables you to access up-to-date information about your customers and potential customers on a real-time basis. It helps your sales force work smarter and faster.
· Equipping your sales force with a mobile Customer Relationship Management (CRM) platform gives them a greater degree of flexibility and extends numerous strategic benefits to your company.
· This is especially true of your sales team, who is frequently away from the office and need access to business applications and operations while they are on the road.
· Mobile CRM can also create better intra-departmental communication and integration, where those in the field can more easily communicate with those at the office, sending documents, messages, etc, and shortening the process.
The mass migration of internet users from desktop to mobile devices clearly indicates that people expect real-time information to be accessible from anywhere. Mobile accounts for approximately half of the web traffic worldwide. In the third quarter of 2020, mobile devices (excluding tablets) generated 50.81 percent of global website traffic, consistently hovering around the 50 percent mark since the beginning of 2017.
This is because mobile CRM development services allow its users to access their data no matter where they are, allowing them to run their business on the go.
Suggested READING: ERP Vs CRM:: Which one is indispensable for your business?
Why you can’t do without a CRM and Sales Management system?
Salespeople are already mobile in their daily lives and it is only a matter of time before all sales reps begin using mobile technology to gain a competitive advantage in their business. Companies that see this shift coming and get out ahead of the curve by enabling their team to fully embrace mobile in their sales process will reap massive rewards and recognition. With increased efficiency, streamlined and automated workflows, and staggering productivity efficiencies, mobile sales teams will dramatically outperform their desktop counterparts. The future of sales team is mobile.
Organizations worldwide often wonder what the difference is between a customer relationship management system (CRM) and an enterprise resource planning (ERP) system. The two systems are similar in many ways but they have different core functionalities. Both are valuable business solutions that help to improve, both revenue and productivity. So, are you ready to learn more about the differences? Let’s compare and contrast.
CRM means Customer Relationship Management. CRM at its simplest is systems and processes for managing a company’s interactions with its current and potential customers. When we talk about CRM, we usually are talking about CRM Software. A CRM software is used to organize, automate and synchronize sales, marketing, and customer service.
CRM now has been developed to include all areas of the customer experience, keeping the customer happy and in turn keeping them loyal and more valuable to your business. It is the process of identifying potential leads/prospects, nurturing them, and guiding them through the sales process to close the business deal. Once they become a customer it ensures that you maintain that relationship and encourage repeat business – either more frequent orders or higher value.
CRM focuses on three key areas: sales, marketing, and customers. It can help your teams within these departments achieve the following:
ERP software is designed to streamline business operations. While a CRM focuses on the sales and customer service side of the organization, an ERP system is integrated and implemented across multiple departments within the organization.
At its core, an ERP system offers interconnected management of specific business processes. So, you can access standardized information throughout every department in real-time. Any issues can be sent as alerts to designated recipients.
The business can hence focus more on data and less on operations. There are fewer errors, and organizations can make better decisions.
The right ERP system will help your business and your team achieve the following:
ERP and CRM are both business applications that store and analyze data in a relational database. Both are delivered either through a traditional on-premises model or through software as a service (SaaS), where the vendor manages the software in its own data center and customers access it through the cloud.
While NetSuite and Salesforce.com, the two pioneers in SaaS ERP and CRM respectively, got their start around the same time, CRM systems were quicker to move to the cloud because the systems proved simpler to build and businesses were initially wary of putting financial data in the cloud.
Generally, you may have to choose between CRM and ERP. Your choice will depend on three critical factors:
For instance, smaller businesses may choose CRM systems to grow their customer base. In contrast, complex organizations choose ERP systems to cut operational costs and maximize ROI. Thus, your IT capacity, current, and future needs may also influence your choices. You might choose an ERP system to streamline processes. Or perhaps replace existing non-integrated applications. Other businesses with a focus on their customers and want to sync sales and marketing functions may choose CRM systems.
For companies who want to maximize their growth, they often wonder which system to implement first. It can be a difficult decision because they each have unique advantages. To scale, companies must increase sales and profit–so, that requires a CRM system.
On the other hand, an ERP system drives the business with precise and accurate inter-departmental data. Before organizations can cut costs, they must have profits. Moreover, a company can be extremely organized yet not make enough in sales to continue operating. Business processes are only possible with consistent sales revenue.
So, what’s the answer? Well, you need both. A CRM system drives sales, and an ERP system helps to streamline operations and reduce overall costs. Working together, a CRM and an ERP can maximize business growth.
To enquire about a demo that is the best fit for your business, email at email@example.com
Suggested Reading: How a Robust CRM boosts your Revenue?