Contact centre agents handle tremendous amounts of customer data on any given day, using this information to deliver excellent customer service while representing brands in a knowledgeable manner. These employees therefore need access to data-rich software that allows them to interact with customers in the most efficient way possible. The solution? CRM, or customer relationship management, software. With an optimum CRM solution, contact centres and customers alike may benefit from a streamlined, efficient customer service experience.
It’s vital to the contact centre. From a centralised platform, agents may manage current and prospective customers using a CRM solution. Agents are able to access records and navigate information from any web browser or mobile device, which makes it truly critical to the sales process. For example, agents may interact with and manage current customers by handling pre-sales queries, accessing transaction history, processing orders, issuing credits or checking warranties, and handling post-sales services. With CRM software, they have access to the most current, accurate customer data before them. In addition, agents may engage in cross-selling, as valuable information on the customers’ buying habits and preferences provide ideal opportunities for offering additional products or services, while marketing employees may use this information in future advertising campaigns to create targeted offers for both current and prospective customers.
It helps deliver a seamless customer experience. CRM software is equally critical to the customer service experience, as agents can quickly access open customer service cases to resolve problems. Agents may track and record the progress of cases and efficiently transfer them to other agents who are better equipped to provide a resolution when necessary. The centralised database allows employees across departments to access customer information, preventing the need to ask customers the same questions over and over again and providing a better customer experience. Streamlined data management and efficiency therefore foster greater brand loyalty and customer retention. The customer will feel that every service interaction is personalised, and that the agents are skilled and knowledgeable. In addition, contact centre agents are better able to communicate with other colleagues through the platform, syncing calendars in applications such as Outlook or Google, engaging in chats regarding customer and company developments, and enabling status updates on customer cases involving multiple agents.
A CRM software solution can fuel a successful contact centre, driving sales and customer service engagement with optimal results. Learn about Quality Connex’s native contact centre solution in Salesforce.