2 minute read
HERE’S WHY USING A CRM CAN STREAMLINE YOUR ENTERPRISE’S TICKETING PROCEDURE
As a part of systemizing your company’s customer support, a Customer relationship management (CRM) solution streamlines the ticketing process. You can easily track, access, and monitor a ticket at any point from its conception to resolution easily. As and when you respond to incoming tickets faster, customers’ satisfaction with your services also increases. But as an enterprise with a presence on multiple digital channels, how can you ensure your support team is attending to all tickets and solving all queries? This is where CRM comes in the picture.
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Let us dig in and find how having an efficient platform like Kapture CRM in place can boost your ticketing process.
Quicker ticket resolution: A CRM solution automates repetitive tasks and facilitates faster ticket resolution. Simple and common queries can be answered by the service CRM software without involving an agent. Additionally, a unified customer view also helps support agents access the data required to resolve tickets faster.
Intelligent ticket assignment and routing: Manually assigning incoming tickets, especially across multiple channels can prove to be very time-consuming and expensive. Kapture CRM can assign tickets to support agents based on programmed rules and triggers. Tickets can be routed based on agents’ availability, preferred languages, locations, etc.
Growth in revenue: By constantly engaging with your prospects and customers using CRM, you can witness increased lead conversions and enhanced customer loyalty. These are very helpful in maximizing your revenue. Additionally, automation facilitated by CRM helps you cut down on unnecessary workforce and resources, thereby increasing your return on investment.
Field force process automation: A CRM solution can streamline tickets pertaining to on-field requests, making the process much more transparent and reliable. Agents can access customer history, past ticket details, purchase history, etc. on the mobile CRM app without having to switch applications.
Creating personalized customer journeys: Customers pay attention and care about the way they are treated and interacted with. This also impacts their perception of your brand. With an efficient Service Management Software system, you can provide personalized support and ensure all your customers are attended to. This helps in building your brand reputation.
These are some of the ways in which a CRM can scale the ticketing process of your businesses. In addition to these, you can streamline sales using the same solution as well. By providing appropriate and timely solutions, deliver top-quality customer support experiences.
