Here's Why You Need A Help Desk Ticketing System Over A Human Employee

In 2019, we have moved on to a world which is filled to the brim with automation. One of the branches of automation is ticket management software. Ticket management can make a difficult job exponentially easier to manage. It is not necessary to devote a human employee’s time and effort into a job which can be done much easier and faster with an online ticketing management system.

If you use a human employee to manage requests, it means that you have to keep paying that employee a regular salary each month. In addition to this, the human employee is also prone to making mistakes. It is also in your business’s best interests to use their resources wisely and using a human employee to manage requests isn’t an efficient use of company resources. It is much more efficient to use a help desk ticketing system to automate requests.

Some of the benefits of a help desk ticketing system over a human employee are as follows.

1. Faster resolution of problems – Most help desk ticketing software is extremely capable and automate a lot of the routine administration. This gives your customer support team more time to focus on addressing issues and closing tickets.

2. Reduced ticket backlog – This one is a no-brainer. When your help-desk team is able to resolve tickets faster, it means that you have fewer tickets to be solved. This has two important consequences. The first consequence of solving a customer’s problem quickly is that it increases their trust in your ability to support them. The second consequence is that it makes them more successful while using your product which is very important for recurring revenue.

3. Maximum customer satisfaction – When ticket backlogs are taken out of the equation, customer service reps can give customers a better, more personalized support experience. This makes customers feel valued which results in customer satisfaction increasing.

All of these things can be done by human employees. However, the take away is that help desk ticketing systems do these things much more quickly and more efficiently than human employees. This gives your human employees time to focus on issues that really matter.

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Ticket Management System - Kapture CRM

Keeping track of customer queries can be a challenge without a system to categorize, assign and prioritize tickets. Kapture’s Ticket Management software gives your agents the ability to focus on constantly improving customer experience with the help of ticketing tools that pull all queries from multiple channels into a unified inbox.

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Lead Management: Revamp Your Sales

Lead management can be defined as the process of consolidating multiple leads from multiple sources and give them attention so that they are sales-ready. Essentially lead management tools enable leads to be converted into a sale.

Organize and give structure to the workflow with an effective sales lead management software to ensure that the business does not miss any potential customers. Attending all incoming leads can be hectic for a sales team, Lead management system simplifies the process so that the sales team can focus on converting leads into sales and boost profits.

How to get the most out of lead management system?

• Get a clear picture of your customer base: Every business has to have clarity over its target audience and their needs and necessities. Demographics, customer purchase patterns and the lead source help in identifying the customer base with clarity.

• Generate content and gather data about your leads: Create premium content relevant to the business or the industry type and capture customer details with lead capture forms through various websites. Use analytics to determine how to effectively boost incoming leads and maintain high conversion rates.

• Qualify your leads: Lead management CRM software lets you understand the needs of your customer base and effectively cater to those needs. Leads can be qualified by factoring in three factors, that are demographic information, industry type and customer purchase history. Qualifying leads will increase retention rates.

• Nurture leads and help the sales team close more deals: Lead management tools help in nurturing leads by using customer information and interests. Create awareness about your business through engaging content and demonstrations which will appease your target customer base. 

• Initiate the sales process by providing qualified leads to your sales team: Nurtured leads are sent to the sales team who are prepared to pitch and try to convert prospective customers into clients. When the marketing team provides extensive data about the lead's preferences and requirements, the sales team can easily cater to the specific demands of the client.

Conclusion

Every business has to proactively seek out new customers and empower the sales team to convert more leads into sales. The lead management System facilitates this complex process of converting leads into sales.

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What is Lead Management System | Kapture CRM

A Lead Management System effectively segregates leads and auto-assigns them for faster conversions. No matter where the lead is coming from, your enterprise will be equipped to prioritise them with the lead management CRM. Lead management software includes real estate lead management, sales lead management, and more. There is no telling where you can encounter a lead, as long as your business is prepared to deal with them effectively. This video throws light on a Lead Management CRM in detail.

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CRM Software for Email Marketing

What is CRM Email Marketing?

A CRM uses email marketing efficiently to provide personalized, more engaging direct marketing with prospective clients. Email marketing CRM tool is cost effective while being able to establish a relationship between the prospective customers and the business.

How does Email Marketing impact my business?

Target specific audience: Email marketing management software provides a single platform where you can handle all your email marketing campaign activities. Email lists can be collected and customers can be categorized according to priority or preference. Email campaigns can be customized to garner customer attention and keep them engaged.

One unified platform: When businesses effectively use email campaign software they can be assured of a high return of investment. The platform allows you to strategist and execute highly engaging marketing campaigns that informs and keeps the customers in the loop of all developments. These campaigns can be scheduled to start at a desired time and date. You can receive and reply emails to customers directly from the unified dashboard.

Build templates for smoother workflow: Kapture email marketing tools automate repetitive tasks and allow you to be ready with custom templates for various occasions so that agents can save time by easily accessing these templates for distribution.

Design hard hitting mail campaigns: The email marketing campaign software is all about building stable relationships with your customers. It provides valuable insights that can be used to maximize the effectiveness of each mail campaign by creating custom designs that appeal to the needs of the customer.

Monitor campaign performances: Email marketing campaign software can provide valuable insights into the needs of the customers. The campaign can be analyzed to obtain optimum performance so that you know what aspects to improve on and what develop a grasp on customer expectations.

Conclusion: Email marketing is a cost effective measure that monitors and analyzes customer requirements to maximize productivity while increasing your reach to prospective customers.

What is Kapture CRM?

Kapture is a cloud-based CRM combining sales tracking CRM and service cloud. Kapture caters to several industries and has dedicated FMCG CRM, hotel CRM, hospitality CRM, travel CRM, media CRM, real estate CRM, and more.

CRM for E-commerce Companies

What is an E-commerce CRM?

The E-commerce Customer Relationship management software allows a business to store, manage and use customer relationship data to maximize profits and customer engagement. Online CRM software can help in gathering insights to make informed decisions by accessing organized customer data to understand customer purchase patterns.

How does it impact your business?

• Boosts Efficiency and Conversion Rates: E-commerce CRM integration uses powerful integrations to provide the most accurate solutions for all problems related to online shopping sites. It creates a smooth workflow which will directly impact the profits and workforce productivity. 

• Integrates Flawlessly with Existing E-commerce Platform: Kapture Online CRM software has the capability to integrate seamlessly with your existing e-commerce platform and save you a lot of time and resources you might have needed if you wanted to start from scratch.

• Mobile Centric Platform: With abundant and accurate app integrations to support your business, you can grab the reigns of your company and guide it to your preference all through the convenience of a mobile device. This opens up a lot of opportunities because you have taken your business live. 

• Mobile Chat App: The E-commerce CRM platform will receive a lot of unique queries from the customers regarding orders, returns, refunds etc, The queries are converted into tickets and consolidated in a unified inbox so that they can be attended based on priority. The dashboard also allows service agents to provide instant online CRM solutions to customers.

• Access Data Instantly: Service agents are expected to provide instantaneous solutions, but that is not possible unless they have ready access to relevant customer data. The e-commerce CRM provides smart solutions to organize and retrieve data easily. 

• Conduct Comprehensive Marketing Campaigns: Keep your customer base informed about the latest offers, create templates to avoid repetitive work, send personalized greetings on special occasions all through the multifunctional dashboard. You can also notify customers about subscription reminders, order delivery reports and payment invoices. 

• Ticket Management System: All customer queries are converted to tickets and auto assigned to the agents who then attend to each ticket based on priority. This systematic flow increases productivity while ensuring all customers are provided with satisfying solutions. The escalation matrix keeps escalating to the next level agent until the ticket is attended to which makes the whole process accountable and smooth. 

Conclusion

For every E-commerce platform, it’s essential that it has a proper workflow and structure. E-commerce CRMs are essential for a business to thrive in the current competitive e-commerce industry. 

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CRM For Marketing

A smart Marketing CRM Software assists a business in executing custom made, analytics driven marketing strategies that will handle various challenges of the industry. It ensures that the business receives a sizable ROI( Return of Interest). Targeting your marketing campaigns to specific customers is important as each customer is crucial to every business.

Uses:

• Web marketing: The internet has innovatively changed the way customers shop and transact with businesses with consistent emphasis on shopping online. This bridges the gap between the customers and suppliers by being able to complete instant transactions. Web marketing can be made cost effective by implementing a CRM marketing automation tool which streamlines the sales process and gives the process a proper structure. The sales team can benefit greatly with web marketing through a CRM.

• Email Marketing: Marketing CRM software help making email marketing cost effective. Email marketing can be used to conduct a more data-driven and caters directly to fulfilment of customer needs. CRM marketing software can send promotional content through e-coupons, ecards with personal greetings and scheduling meetings with customers.

• Customer behavior metrics: CRM marketing tools allow businesses to monitor and track customer purchase patterns, access customer interaction history to gain valuable insights on how to maximize retention rates for each individual customer. This strategy uses analytics while being interactive and the outcomes are usually the desired results. This kind of service helps in building a stable, long term relationship. 

• Foresights for your business: Monitoring marketing performance is essential to a business’ future. CRM marketing tools help in pinpointing the exact areas that need improvement so that the business runs like a well-oiled machine that generates profits on a consistent basis. The sales funnel can track leads from the time they are initiated to the time its successfully converted into a sale.

• Creating marketing impact models: Every business should strive to improve and innovative while actively learning about industry trends. Its essential that business monitors competition so that they are on par or even better than the competition. 

Conclusion

Marketing CRM software is a handy platform that can assist businesses in understanding, analyzing and promoting their products effectively to the customers.

------------------------------------------------------------------------------------------------------------------------Sign for A Free Trial of Kapture CRM. The free 30-day trial does not require a credit card and will allow you to begin using the CRM to manage your leads and support operations. You can also request for A DEMO of the software below.

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Service Hub: A library of knowledge and ideas

Technology has evolved at such a rapid pace that businesses are required to adapt accordingly. Businesses in 2019 aim to make themselves as tech savvy as they can by implementing new innovative technology that can help them achieve maximum productivity and increase profits. A CRM management software is one such innovation that streamlines business operations to smoothen workflow and maximize productivity.

What is a Service Hub?

Service Hub is a consolidation of blogs, articles and videos about how to make business better by implementing a Customer relation management software to their business. These articles contain in-depth information about the latest developments in the field. They also contain unique, tried and tested ideas that other businesses have successfully implemented within their businesses and how it affected their businesses. These articles are directly accessible to customers so that they can educate themselves in the latest updates about the industry of customer service.

Why is a service hub essential for a successful business?

Though technology is more advanced than ever, customer engagement is crucial for any business. A Online customer relationship management software will help you bridge the gap between the customer and you. These measures ensure that customers are satisfied and informed in all their interactions with the business. This will promote a sense of loyalty and trust between the customer and the business.

How does it impact your business?

• Transforms customers into business promoters through sharing articles and other content.
• Promotes loyalty and trust between customer and business.
• Engaging content informs customers about latest technology.
• Acts as a guide to new customers to enter the industry.
• Shared articles organically reach new eyes and new prospects.
• Get comprehensive reports and analytics to improve your own business.
• Valuable feedback for the content you are uploading to the service hub. 

Conclusion: A service hub will actively educate and inform customers about the latest trends in the industry while acting as promoters at the same time. A service hub will improve customer engagement and improve customer relations as a direct result. 

What is Service CRM? | Kapture CRM

In the customer service Game, you need to be available to your customers through multiple sources of contact. Kapture’s Service CRM software lets you personally connect with new and potential customers when they want, and how they want, helping you create meaningful conversations.

Service CRM Software: Customer Relations Simplified

What is a CRM software?

A CustomerRelationship Management software is used for managing business operations, improve customer relations, maximize the productivity of your workforce and provide valuable insights through analytics so that you can improve consistently while making informed decisions.

Service CRM software

A Service CRM Software provides active solutions to handle and improve customer relations. Kapture’s Service Management Software can drastically affect customer relations by building a database with all relevant customer data so that your service team is well equipped with to handle all sorts of customer enquiries. The customers feel reinforced about their trust in the business if they are attended to swiftly and provided with necessary solutions.

How does a service CRM software help your business maximize its inert potential?

• Consolidates enquiries from multiple channels: Customer relationship management software consolidates enquiries from multiple channels and deposits them in a unified inbox so that service agents can start attending to them based on priority. Comments and enquiries from social media platforms are converted into queries ensuring that all queries are attended to. 

• Easy access to information: Service agents can easily access relevant customer information and gain valuable insights by going through their purchase trends, purchase history and nurture potential prospects all through one unified dashboard.

• Improves Customer relations: Customers have a keen understanding of whether they are valued or not. When the customers are attended to and provided with instant automated responses and service level agreements ensure that the service agents are accountable towards the customers.

• One Unified dashboard: Empower your workforce with the tools necessary to provide excellent customer care and accurate business solutions . The dashboard does most of the work and negates any repetitive tasks that saves time and resources that can be allocated elsewhere.

• Reports, feedback forms and surveys: The customers have a clear view of what they need and how they need it. With regular reports about all business activity, creating feedback forms from templates and creating custom surveys all help the business gain insights into the customer’s preferences so that they can act accordingly. 

Conclusion

Kapture’s Customer management software enables your workforce to handle customer queries better and more efficiently with access to all relevant customer data. 
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What is Service CRM? | Kapture CRM

In the customer service Game, you need to be available to your customers through multiple sources of contact. Kapture’s Service CRM software lets you personally connect with new and potential customers when they want, and how they want, helping you create meaningful conversations.

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Put Some Science Behind Your Customer Experience

What is Cognitive Customer Experience?

Technology has consistently evolved to such an extent that companies don’t rely on human knowledge and the human’s ability to make decisions to manage complex customer interactions. Human resources are now provided with data from cognitive technologies like Artificial Intelligence, Natural Language Processing (NLP) and machine learning to assist them in effectively serve their customer base. 

Why do you need Cognitive customer experience? 

Cognitive customer experience is required to gain insights into certain metrics and stats that can help in successfully retaining clients. Customer Service CRM Software provides statistics, analyzes customer interaction history, customer purchase history and helps in finding signals that indicate what the customer needs to be successfully retained by the service team. Businesses are always looking for innovative options to improve conversion rate performances of the sales and service teams. 

How can your business benefit from Cognitive customer experience?

• Learn about Customer preferences: Learn what makes the customer more engaged with your company. Keeping up to date about current trends, new UI designs, innovative technology and customer interactions with competitors provides crucial feedback to improve your own business. 

• A cognitive platform: A .should have a platform with multiple API integrations to seamlessly increase workflow and productivity. A CRM should have machine learning ability and artificial intelligence to drastically improve customer web experience. 

• Commerce UX: Customer Service Management Software with payment integrations help in avoiding repetitive tasks by generating invoices automatically and accurately. The booking or purchase flow is analyzed using relevant data to boost efficiency and increase sales. 

• Sharpens Brand strategy: It’s always advisable to have a proper structure for your business idea. But you can only do so much when you are handling a business. A cognitive CRM software will help you refine ideas and implement them effectively so that your customers have a smooth and satisfying experience when interacting with your business.

Conclusion

Cognitive Customer experience is essential for any business that places the needs of their customers as the number one priority as it directly impacts the profits. 
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Must Have Features In A Help Desk Ticketing Software

Helpdesk Ticketing software is a type of software which gives businesses access to a wide range of powerful support as well as collaborative tools. There have been many studies which have shown that as much as 42% of customers expect a reply within an hour. This is making online ticketing software a necessity rather than the luxury it used to be.

There are many online ticket management software to choose from. How do you know which online ticketing software to choose? Here’s a list of needed features in an online ticketing software to help you choose one that will serve your business well.

1. Self-service – Your need to be constantly available for your customers to reach out to. Look for a help desk ticketing software with plenty of self-service options for your customers to ensure that they will be able to get answers to their problems at all times.

2. Customer access – Customers need to feel like they’re in the know. They shouldn’t feel ignored as they submit a ticket and wait for weeks without a response. Look for software which keeps your customers updated on the status of their ticket.

3. Collaboration – There are times when standard replies aren’t enough. When this happens, you need a way for your customers and agents to collaborate. Having an instant message system or a social network system is the minimum for every business these days. You also need to give customers the ability to take screenshots as well as screen recordings so that they can document the problem. This will make it easier for you to solve their problems.

4. Access to products – It isn't rare for companies to sell more than a single product. To make matters even more confusing, companies might be introducing new products regularly. It isn't practical to expect your customer service representatives to memorize the entire catalog of your product. It is much more feasible to give them access to all of your products through a competent helpdesk Ticket Management system.

These features are what you should be looking for when you're in the market for a helpdesk ticket software. These tools will make responding to customer queries much easier than if you were without.

Ticket Management System - Kapture CRM

Keeping track of customer queries can be a challenge without a system to categorize, assign and prioritize tickets. Kapture’s Ticket Management software gives your agents the ability to focus on constantly improving customer  experience with the help of ticketing tools that pull all queries from multiple channels into a unified inbox.

Read More

-----------------------------------------------------------------------------------------------------------------------------Sign for A Free Trial of Kapture CRM. The free 30-day trial does not require a credit card and will allow you to begin using the CRM to manage your leads and support operations. You can also request for A DEMO of the software below.

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How Well Do You Think You Know Your Customers?

Customer Profiling is essential for every business. A customer’s need is the number one priority for any thriving business. A customer’s need can be gauged by collecting data about the products they are buying, purchase trends and based on customer preference. This will help in gaining valuable insights about prospects with data-driven insights.

Segregate and customize:

Kapture Customer Profile System allows the business to classify customers based on custom parameters like zones, type of industry and contact details. Long-standing customers can be given special treatment like VIP tags so that agents realize that the customer is top priority. The data collected is accessible instantly so that agents can provide seamless query resolutions.

Nurture prospects:

Each customer can be marked with statuses like active or prospective customers by creating separate workflows. Emails and notifications about purchases can be sent to each particular customer based on priority and customer preference. This insight gives the agents the opportunity to strategize better at executing their plans.

Rate Plans:

Loyal customers and customers who place bulk orders usually expect discounts or loyalty rewards, this information can be readily accessed by agents so that they can set different rate plans for each specific customer and boost the influx of new orders.

Customer history:

Kapture’s Customer Support Software lets you store and grants instant access to all previous customer interactions with the business, order history, previous quotations, invoices, meetings conducted and payments received. Agents can resolve queries with swift solutions. Kapture avoids duplication by merging duplicate contacts into one single profile.

Automate greetings:

Personalized greetings can be sent to customers on special occasions like birthdays and anniversaries which will drastically increase the appeal of the business in the customer’s perspective. This process can be completely automated by setting reminders so that the system sends the email greetings automatically with a pre-defined template.

Scheduling and Customer zones:

Scheduling a meeting is made so much easier with Kapture Service CRM Software as it allows you to arrange the optimal number of meetings to receive new orders or renew existing accounts. Kapture lets you create customer zones based on operating locations and makes the customer identifiable by zones. The field agents benefit greatly with this feature.

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Unleash the potential of Inbound Marketing

What is inbound marketing?

Inbound marketing is just one part of a larger movement in the business world. That movement is inbound. It adds considerable value at every stage in your customer’s journey and also its cost effective measure to attract customers with shareable content to convert prospects into customers and promoters of the business.

The Content Can Be Classified Into:

• Blogs and Articles: Content regarding the business that can be viewed from the website.
• Videos: Informative videos about inbound marketing for better understanding.
• Podcasts: Discussions about how you can improve business and be more productive.
• PPT presentations: Detailed presentations that would simplify concepts.
• E-books: More information about industry specific trends and innovations.

Inbound Call Management: Inbound call management system has the ability to handle incoming calls and boost customer relations. It is used to provide structure, efficiency, resiliency and flexibility. It also boosts customer engagement and connects the customers with Cloud Contact Management appropriate agents that can get them optimum solutions.

Outbound Call Management: An outbound call management system is programmed to make calls to customers or potential customers on behalf of the business. The outbound call agents can contact customers for reasons like support, sales, fundraising, investment and survey research. All these interactions provide valuable insights to accelerate your business.

Best features of inbound marketing:

• Enhances your website conversions
• Use keywords more effectively
• Engages customers and improves customer relations
• Get the most out of social media connections.

Benefits of inbound Marketing:

• Sales and marketing simplified: The sales team and the marketing team can collaborate and create engaging content for prospects. The sales team can provide insights on customer needs and the marketing team can adapt accordingly to increase sales.
• Increases brand awareness: Small brands to big corporations can effectively use inbound marketing to increase their presence in the digital world. Customers can share articles or spread word about the business through other means at their disposal.
• Increases trust and accountability: When the customers are engaged instantly and the agents strive hard to solve their queries, it instills a feeling of trust and credibility towards the business.
• Generates leads: Improving customer relations consistently will indirectly increase website traffic and leads flow in quicker through your targeted audience.

What is Inbound | Kapture CRM

Imagine a world where you wake up and open up your email inbox and find an influx of #leads. You just generated leads while you were sleeping. An Inbound Marketing Strategy that targets its audience with high-value content can make this vision a reality. The Best Inbound Marketing Tools, are content distributed across the written, audio and video platforms helping you attract buyers at the nascent stage of the lead journey.

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Contact Center Management: To Make Your Business Smarter, Insightful And Productive

Contact Center Management is tool which organizations use to manage daily operations of a call center, across multiple touch points and channels to accommodate Omni-channel customer support journeys. A Contact center system greatly influences a business by managing, assigning and monitoring employee performance while providing valuable insights to improve the productivity and workflow.

• Manage the workforce more effectively.
• Monitoring employee performance.
• Get valuable insights on where to improve.

How Can A Call Center Management Software Benefit Your Business?

•  Custom Dashboard: All the answered calls and unanswered calls can be tracked directly from the dashboard. With customizable options, managers can sort the information according to convenience.
• Monitor Customer and Agent Interaction: A refined knowledge base can help in training and encourage collaboration amongst peers. An approval matrix can be set up to control the content repository.
•  Cloud Telephony Integration: Avoid repetitive tasks like logging into multiple accounts. 3^rd party services can be integrated for automatic log in for multiple accounts.
• Efficient ticket management: Kapture automatically disposes generated call tickets from multiple accounts and integrates the data into the system.
• Multilevel IVR: A custom call flow can be created with multilevel interactive voice responses through which customers can connect directly to appropriate agents who can provide proper solutions.
• Monitor workforce: The call center management software lets a business monitor its employees, provide feedback and conduct appropriate training sessions to consistently improve standards while ensuring that all the calls are attended to.
• SLA’s: A business can improve its accountability radically by applying Service Level Agreements to ensure that no tickets goes unassigned or unattended. SLAs make sure the tickets gets escalated.
• Reports: Assess the performance of employees with regular reports with customizable parameters. Acquire valuable insights based on in-depth analysis so that managers can make informed decisions.
• Inbound & Outbound call management: Contact Center management systems can manage all inbound and outbound calls with inbound and outbound routing capabilities which will boost the efficiency of support agents. 

Kapture Contact Center Management | Call Center Management System

Kapture CRM’S call center management software allows you to quickly sort out escalations, answer queries, and manage orders all from a unified dashboard helping you create a seamless call center experience that leaves your callers smitten. 

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-----------------------------------------------------------------------------------------------------------------------------Sign for A Free Trial of Kapture CRM. The free 30-day trial does not require a credit card and will allow you to begin using the CRM to manage your leads and support operations. You can also request for A DEMO of the software below.

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