There is one thing that companies should know before they start doing business in the 21st century and that is that excellent customer service is the backbone of any profitable business. In the past, people chose products on the basis of price comparisons but now people choose services and products on the basis of excellent customer service experiences. This has led to an increased demand for customer relationship management tools like kapture CRM. When businesses are more customer-centric they not only keep their customers happy and satisfied but also tend to achieve more profitable returns. Focusing on efficient customer relationship management tools has become the need of the hour for all businesses these days.
Reasons why Kapture improves the customer experience-
Faster first call resolution times
One of the most important features a customer relationship management system can have is an efficient first-call resolution (FCR). Customers are always finding new ways to solve their issues as soon as possible and when they don't receive quick remediation to their tickets they get frustrated. Delayed remediation not only builds a negative brand image but also lowers profitability in the long run. Having efficient customer relationship management tools like kapture CRM enables businesses to leverage interaction analysis to better understand the company's first call resolution rates. Improving the first-call resolution not only helps businesses reduce the overall number of tickets being raised but also helps them increase customer satisfaction rates.
Self-service portals
Another effective way through which businesses can build a delightful customer relationship is by integrating self-service portals into their customer relationship management systems. Did you know that according to a report by Microsoft about 77% of consumers reported having used a self-service support portal to help themselves out? And according to another report by IBM Watson reset about 70% of consumers tend to prefer messaging over calling for customer support. When businesses set up self-service portals or knowledge bases through CRMs like Kapture it not only helps them decrease the number of tickets being raised but also helps them build a more independent customer base.
Anytime service
To generate delightful customer relationships it is important for businesses to open their customer care services at all times. But when businesses are still stuck with traditional forms of help desk management it becomes difficult to provide 24/7 customer care assistance. But by employing the right customer relationship management tools like kapture CRM businesses can not only cater to customer care queries and tickets at any time of the day but will also be able to reduce the manual workload for the customer service agents. Business is open up to catering customers and serving them at all times of the day it not only shows that the business cares and values customers but also increases customer satisfaction levels.
Omnichannel
Did you know that according to a report by Adobe companies with the strongest omnichannel customer engagement strategies tend to have a10% year-on-year growth? Businesses use CRMs like Kapture that have an omnichannel facility they not only help businesses reach out to customers on all touchpoints but also helps them improve customer onboarding rates. When businesses integrate multiple channels into a single space it helps provide a more flexible, seamless, and delightful customer experience. Kapture CRM's omnichannel facilities help businesses increase customer retention rates along with an increase in customer satisfaction levels. Another added benefit of having an efficient omnichannel strategy is the improved customer data collection.
How to build lasting customer relationships -
Enable feedback channels for customers and collect feedback regularly.
Take customer complaints seriously and work on resolving the negative experiences of the customers.
Build marketing strategies and sales strategies around customer suggestions and feedback.
Work towards making the customer experience a bit more personalized.
Work towards creating customer-centric business strategies.
Provide round-the-clock customer service availability to customers.
To know more about how businesses can build a better customer experience using efficient Customer relationship management systems like Kapture CRM click here for a demo.
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