Learn how CRM integration can boost revenue and increase productivity.

 All businesses aim to increase profitability and bring in revenue, with this the ultimate goal is to increase sales. Though the sales component is very important to keep a business running, another important thing we forget is customer service. Customers and sales are two interdependent elements of any business. When we keep customers happy sales automatically increase. But with so many enterprise operations it becomes challenging to give customer service the amount of time it needs. This is where CRM integration comes in. 

What is CRM integration? Why do you need CRM integration?

Though the primary goal of a CRM or customer relationship management software is to bridge the gap between a business and its customers and provide better customer service the software also helps businesses to handle and overlook all enterprise operations of the business. Integrating CRM software to all operations helps the businesses to not only run more efficiently but also helps them increase customer satisfaction which results in more revenue. By improving customer relationships using CRM software businesses are bound to increase profitability with happy and satisfied customers.  

1. Helps in making better decisions based on data

Manually collecting and organizing data is a very hectic job that consumes a lot of time and energy. Through CRM integration, collecting and organizing data from customer purchases becomes easy. The data collected by the CRM software enables businesses to build their marketing and sales and product strategies based on customer increase or decrease in purchases. It helps in identifying trends and buying patterns of customers that enable them to understand what exactly they have to produce and how much they have to produce. It helps businesses build customer profiles through which customer targeting becomes easy. 

2.  Increases customer retention and onboarding 

All customers want to save time. When customer queries are not answered immediately it frustrates them and puts a halt to the purchase process. This not only decreases sales but also creates a bad image for the brand itself. This also leads to lower customer retention. Businesses are capable of overcoming this issue using CRM software that helps in providing immediate automated responses to their customers or leads at any time and anywhere. Integrating helpdesk ticketing systems like Kapture CRM not only increases customer retention but also improves customer onboarding. 

3.  Helps in finding new leads

Integrating help desk software helps keep a thorough check on all the tickets raised. It allows businesses to collect data from all the tickets and helps identify and track potential leads. 

With CRM software like Kapture CRM, storing and categorizing data related to tickets becomes smooth. Another added benefit of Kapture CRM is that it categorizes leads into warm, cold and hot based on their in-app or website activity like videos streamed or links clicked. This helps businesses in understanding when exactly a lead should be contacted. By integrating help desk software businesses save money on traditional methods of lead generation. Additionally, businesses tend to save more time on tracking new leads when they switch to CRM software. 

4.  Helps in improving customer experience

Better customer experiences automatically translate to profitability. Customer experience should be given the utmost importance. Having CRM software assists businesses in storing customer information that can be used for personalized marketing that adds up to the customer experience. Having a CRM-backed Knowledge management system helps in building a self-service portal that plays an important role in improving customer experience. It helps businesses create more independence in customers and answers their queries even during the off-hours which lead to higher rates of customer satisfaction. Having higher rates of customer satisfaction increases repeat buyers which adds up to the sales.

5.  Increases efficiency and productivity 

Having high levels of productivity and efficiency is what keeps the businesses running. CRM integration provides immediate automated support which not only reduces manual workload but also saves company time. Due to quick automated responses and automated agent assignments for tickets raised, CRM software automatically increases the productivity of businesses. CRM software makes sure no tickets go unattended and also leaves no room for errors which results in high levels of efficiency.

Boosting revenue and increasing sales can seem like a long and tedious process, but not with CRM integration! Want to learn more about CRM integration? Click here for a demo now.

What is Help Desk Software

Help desk software can be defined as an automated customer-care software that focuses on various things like managing tickets, customer data optimization, agent productivity, etc.It aids businesses in addressing customer queries efficiently. To find answers to their questions customers tend to reach out to businesses via so many ways like social media, website comments, phone calls, SMSs, etc. With so many channels to monitor, businesses are unable to register every query or complaint raised which ultimately leads to a negative brand image. Using a help desk software solves all these problems and increases the efficiency of businesses. 

Essential Features of Help desk software 

1. Better customer experience

With traditional methods of customer service, it becomes challenging to collect continuous tickets raised. It is always possible for businesses to miss out on some tickets, meaning some customer’s queries might go unanswered. But having a help desk system that automates responses to every customer anytime anywhere changes everything. When customers are provided with quick answers to their questions it makes them feel heard and helps businesses create a better customer experience. 

2. Increases efficiency

Businesses need to categorize tickets based on priority, department, etc. to provide customers better responses to their questions. Keyword tagging is another helpful element that helps by organizing and categorizing tickets raised. This sort of keyword targeting can be made possible only with a CRM system. It also maintains a digital record of the time and the type of tickets raised for future references. Having a CRM software such as Kapture makes it possible for businesses to handle tickets more efficiently and without any hassle at all.

3. Handles omnichannel

Omnichannel CRM collaborates all enterprise operations like targeting, tracking, acquiring and retaining customers on a single screen. Since there are multiple channels where customers engage like Instagram, Facebook, Twitter, Whatsapp,etc, omnichannel CRM provides a smooth way of tracking operations over multiple channels. For businesses to make profits it is important to have multiple channels through which customers or leads can reach out to the businesses. But with so many ways available it becomes hectic and time-consuming for businesses to handle each channel separately. There are possibilities of missing out on potential leads when they don’t reach out and attend each and every ticket raised. This is where omnichannel CRM serves as a one-stop solution. Having Kapture’s help desk software makes it possible to ensure that no queries go unattended or unanswered by auto prioritizing tasks. 

4. Increases productivity

Having an automation support software that makes sure no tickets go unanswered or unattended paves the way to efficiency. The manual workload of the businesses is reduced because issue tracking, ticket assigning, etc. can now be automated with CRM software. Faster remediation and customer response not only increase efficiency but also boost the productivity of agents in the workplace which results in more profitability for the business itself. 

5. Facilitates a self-service portal

A lot of times most customers have similar queries that can be easily addressed in a self-service portal. Having help desk software makes this easy. A self-service portal allows customers to take care of their queries on their own without any help from live representatives, This not only builds customer independence but also caters to customer queries during off-hours and maintains customer engagement. CRM systems like kapture CRM facilitate customer accessibility as a result of which sales increase.

6. Helps in making better decisions

The data being collected from all the tickets raised helps build customer profiles. Building customer databases enable businesses to curate better marketing and sales strategies. It helps them make better-informed decisions based on collected customer preferences. After tracking help desk software also helps with managing leads and aids in turning leads into end customers. The quicker businesses reach out to these leads raising tickets the more likely it is for them to make purchases.  

10 Signs you need a new Help desk Ticketing System

1. Your business has low customer retention due to bad customer experience

2. Decreased customer satisfaction 

3. A lot of manual labor goes into handling tickets

4. Not able to track leads efficiently

5. Decreased agent productivity due to handling repeated queries

6. Lack of centralization of enterprise operations

7. Leave behind certain tickets unanswered which creates a negative image

8. Reduced employee satisfaction due to the increased workload

9. Struggling to create a KMS or a Knowledge management system for customers

10. Find it challenging to keep a track of all the tickets

Want to know more about Kapture’s help desk software? Click here for a demo now.

Optimize lead management with Kapture CRM

Lead management system: what is it and why is it needed? 

 

Leads are the most crucial elements that keep a business running. These leads can stem from anywhere be it comments on social media pages, phone calls, or even emails. With so many lead sources, it can get difficult to track all leads. This is where lead management system​s ​come in. 

Lead management is a practice designed to organize prospects or potential customers for a business. The primary focus is on handling volumes of queries from prospects and then categorizing them.  Businesses with efficient customer acquisition management systems are always on the path to making profits. Lead management systems like Kapture CR​M create a​ structural analysis of potential customers based on various factors like geography, engagement period, preferences, etc, which helps businesses build their marketing strategies that are necessary to increase revenue.  

 

Why is a Lead Management System Important?  

 

Helps in tracking leads 

Tracking leads without sales CRM software becomes very time-consuming. Businesses should​ always have a close eye on a lead’s position. Without a sales CRM system, it becomes challenging to track website visits, links clicked, emails, phone calls, etc. from leads. Tracking a lead’s position helps businesses understand when it is safe to interfere to engage leads better and make them end customers. It also helps them to better understand what exactly leads are looking for which helps them personalize the customer experience. This promotes profitability because of accurate sales forecasting and efficient marketing strategies.  

 

Helps with organizing  

With so many channels where businesses can acquire leads from, it becomes very time-consuming thus adding up to manual work. There can also be the possibility of missing out on leads from certain channels. Having an organized system to analyze and categorize leads helps save time. These prospects can be categorized based on media channels, engagement period, geography, interest, etc. Without a lead management software present, it can be​ challenging for businesses to catch hold of all possible leads over various channels.  

Facilitates lead distribution 

The sooner businesses reach out to their leads it is more likely they make a purchase. For large-scale businesses spread across states or countries lead distribution is another issue faced regularly. It is crucial for these businesses to ensure a smooth flow of leads to the marketing and sales teams. This flow of leads is automatically organized based upon factors like chronology, product category, or even geography. A smooth flow of leads helps in optimizing marketing and sales strategies.  

Helps with providing quick response 

Every customer wants to save time. They expect a quick response to their queries and when businesses fail to do so they lose customers and this also applies to leads. When there is no system to categorize and manage these responses it makes customers and leads impatient and frustrates them, eventually choosing another brand that responds quicker. Lead management​ systems facilitate a quick response to leads that is also available during the off-hours.​ Maintaining these records of off-hour inquiries helps businesses respond to their customers at any given point in time. 

 

Benefits of having Kapture CRM for Lead Management​  

1. Helps businesses to filter and categorize leads based on their interests. 

2. Enables efficient tracking of leads by keeping a close eye on their activities like website searches, links clicked on, product page views, price inquires, etc.  

3. Makes profiles of prospects that help optimize marketing and sales strategies based on lead preferences.  

4. From the initial process to post-purchase it helps in nurturing leads in an efficient manner and converting them to end customers or even repeat buyers. 

5. Increases productivity due to the automated responses that leads receive.  

6. Improves coordination and leaves no room for miscommunication among different teams like sales and marketing by automatically assigning them leads based on lead preferences.  

7. Enables real-time reporting of leads which leaves no room for a delayed response for queries. And leads tend to convert into customers when they receive quick answers to their queries.  

8. Helps in recycling already existing customers to become new leads by analyzing their preferences.  

9. Helps in curating discounts and other sales practices according to what leads are looking for. 

 

If you want more information or understand how a lead management software can help your business, book a demo with Kapture. One of our experts will take you through a personalized discovery call. 

Leverage a customer support automation platform to optimize customer data the right way.

With growing customers organizing data becomes essential for businesses. For sustainable and long-time growth, it is a must for businesses to have a customer support automation platform. Not having a customer support automation makes it challenging to reduce errors and retain customers. Optimizing data by using an automated support platform not only makes space for customer data management but also ensures consistent workflows. CRMs like ​KaptureCR​M helps businesses grow by providing them the most efficient customer support automation platforms for all their customer service needs. 

 

How Automated Customer service can improve your support 

 

1. Helps in understanding what customers truly need 

 

Having an organized system that collects customer preferences makes it possible to understand and predict possible customer needs. Businesses can make suggestions based on the data collected on the customer. Apart from this customers can also be offered surveys where they can rate or leave reviews about products. This helps businesses better understand what exactly their customers need and adds to a better customer experience.  

 

2. Facilitates attentive support  

The best way to show customers that you care is to be attentive and lend them your ears. Strengthening problem solving and handling a complaint is the key. Businesses need to offer assistance to their customers whenever they require it. CRM systems like KaptureCR​M ​ make sure that no customer query goes unheard. Every inquiry is recorded and can easily be accessed. Every Time a customer receives attentive support they feel heard. Attentive support helps in creating a positive image for the company in the long run.  

 

3. Immediate responses to queries 

Response delayed is response denied! Customers want to save time all the time and they appreciate immediate responses. Providing immediate responses shows that you care about the customers. A lot of CRM systems have pre-written responses that can be used to provide immediate responses to the customers. These pre-written responses can range from the most asked questions about a product to specifics of a product. All you have to do is set up an automated ​ platform for these pre-written responses.​   

 

4. Helps personalize the customer experience.  

 

Adding a personal touch is the key to making customers feel special. But how can one add a personal touch? Excellent customer database management​ is a game-changer when it comes to​ personalizing. By using these databases businesses can study customer spending habits and build their marketing strategies around them. Businesses can come up with curated rewards or discounts based on customer spending habits which can increase profits. This not only brings in profits but also makes the customer experiences better. 

 

5. Customer satisfaction and loyalty 

 Good customer database management helps when customer’s queries or requests are heard​ and immediately resolved and have been offered immediate responses. Like this customers stay satisfied and loyal. It is important to understand that customers value attentive support, quick responses, and personalized offers. This along with making them feel special also makes them want to stick to the same brand and stay loyal because of the positive customer experience.  

Drawbacks of not having a customer support automation software​  

 

1. Lack of unique customer experience 

 

For a business to run efficiently the customers must have an amazing experience. Every time there is a lack of responsive support provided to customers it fails in creating a unique customer experience. Not having their queries answered and expectations met can make them want to choose another brand for the same service being provided.  

 

2. Can’t analyze customer feedback across all channels.  

 

Analyzing feedback is the key to curating marketing strategies. Brands need to make note of every feedback no matter how small it is. From calls to text message queries to comments on social media platforms collecting feedback becomes difficult if it is done without customer​ support automation software. When the brands don’t have access to every little feedback they​ are unable to understand how customers feel about the brand.  

 

3. Time and efficiency 

The best part about having CRM ​ is the amount of time it saves. With traditional customer support, it becomes difficult to provide customers quick responses. Not having a CRM means businesses have to do a lot of manual labor which can take up to hours. This not only increases times but also decreases efficiency. 

Improve customer onboarding and retention with a CRM

Given that most income is generated from existing customers, onboarding and retention become two key elements that keep the businesses in the running. With an increasing number of brands offering similar products as you, it becomes difficult to onboard and retain customers for a business. Retaining customers becomes challenging when a company does not have a customer relationship management (CRM) system. 

Businesses must have a CRM system that caters to the needs of not only potential customers but also existing customers. A CRM system also helps bring in personal accountability for any faults in the service being provided. Having a system that caters to customer needs not only showcases how much value the businesses hold for their customers but also helps the business make profits.

It is beneficial for all businesses to maintain healthy relationships with their customers. Though the primary goal of a CRM is customer retention it also helps onboarding new ones at low costs. CRM systems like Kapture CRM is a one-stop solution for serving customer needs. From keeping a track of follow-ups to maintaining databases of customer preferences a Kapture’s CRM helps not only in customer onboarding but also customer retention. 

How Kapture CRM helps in customer onboarding and retention

1. Anticipating customer needs - Having a CRM that caters to the needs of buyers results in better customer service. It allows the company to track purchasing habits of the buyers like their preferences for a specific type of product, etc. By doing this a CRM system acts like an AI that determines the potential needs of the prospective lifetime customers.

 2. Tracking customer’s buying patterns - It is necessary to gather data on customers and their buying patterns. With collected information targeting customers becomes easy. This also helps in categorizing customer needs which in turn helps build a better customer base. When you create a good customer base that detects the possible needs of buyers it helps in maintaining high levels of customer satisfaction rates and business productivity. Higher customer satisfaction rates lead to higher revenue for the company due to which the customer is more likely to become a repeat buyer which helps in gaining customer loyalty. 

3. Building customer loyalty - With consumer loyalty, there is another added benefit of overall daily costs reduced due to a centralized data collection of the enterprise. When the customer experience becomes due to a CRM system this automatically increases the onboarding and retention of buyers. Ultimately by having a CRM increasing customer commitment and positive customer relationships becomes easier. 

4. Provides a personal touch - It is important to reach out to customers for follow-ups even after purchases. When businesses add a personal touch to this it shows that the customers are valued. This not only makes existing customers happy but also makes them reach out to others. This results in an increase in customer onboarding.

5. Helps assess feedback - All businesses thrive when they build their strategies around feedback. Feedbacks are highly crucial for successful marketing and strategy planning. Having a CRM system makes it easier to collect and assess customer feedback. This will also help in understanding the strengths and weaknesses of your business strategies. 

The drawbacks that arise because of a lack of CRM 

1. The absence of CRM leads to fewer ways to analyze and assess consumer satisfaction rates. 

2. This causes difficulty and inefficiency in attracting customers and will ultimately retain customers randomly from outside of the target groups which will lower sales. 

3. Since there is no engaging CRM for potential regular customers generating leads will become not only inconsistent but also hard. 

4. It also creates a bad experience for the customer themselves when they don’t hear back from the company. 

5. Apart from failing to generate potential leads the retention of existing customers also lowers due to a lack of approachability towards the company.

6. There will be a deficiency of customer loyalty and retention due to bad experiences which can make the customer opt for another brand or company for the same service/product offered that has a CRM system. 

7. Along with all of the above, another major drawback experienced is that the data about the customer needs and supply is cluttered because of which the company will be required to spend a lot of valuable time on manual data entry. 

Book a demo with Kapture CRM today to understand how the automation platform can help add value to your business. 

Complete guide to field service management

 Most of the organizations are now looking for smarter, safer and efficient ways to tackle thier field force operations. Are you one of those who are looking for finer ways to manage your company's field service? Are you not sure where to start from? Well, here is the ultimate guide to field service management to help you.

What you'll learn through this guide?

• What is Field Service Management?

• Components of field operations which are after by FSM

• Kapture’s FSM

• Different industry sectors where FSM is used

• Reasons why your business needs field service management 

Did you know? The global field service management (FSM) market size is expected to grow from USD 3.0 billion in 2020 to USD 5.1 billion by 2025, at a Compound Annual Growth Rate (CAGR) of 11.0% during the forecast period.

What is Field Service Management?

Field Service Management technology is a technology or any kind of system that’s used to handle or automate various components of field operations of a company through mobile systems. It usually works by delivering products and services to, or en-route to, customer and client locations. It works on job scheduling and dispatching to safety compliance and back-office administration. Many of the biggest players in the technology industry, including Kapture CRM, have already made FSM development a key part of their strategies. It has completely changed the way that managers, service workers, and customers all interact with each other.

Components of field operations which are after by FSM:

• Work Order Management

• Inventory management

• Customer Management

• Scheduling & Dispatching

• Reporting and Analytics

• Customer portals, and more. 

Kapture’s FSM:

• It is a cloud-based portal which can be accessed from mobile devices while field technicians are on the job. 

• Due to Kapture’s cloud based portal, data storage has become cheaper thus helping its client. 

• Everything from tracking driver efficiency to empowering customers can often be controlled using Kapture’s FSM solution.

Different industry sectors where FSM is used:

• Healthcare 

• Consumer durables

• E-commerce

• Telecommunications 

• Utilities - maintenance and repair of infrastructure

• Engineering - on-site inspections, maintenance and repair

Reasons why your business needs field service management 

Offers flexibility to the field force

• FSM enables businesses to include smart forms, logic, and work processes to the mobile application thus offering flexibility to the technician by electronically coordinating the user experience.

Dispatch your field force to the customer location

• Whenever a service ticket is raised, automatically assign service requests to your field service agents. 

• Kapture mobile app can be used to view allocated service tasks. 

• Agents can check-in at the incident site and resolve tickets as they go. 

• Agents can update the status of the ticket, enter issue details and even schedule additional meetings on-the-go.

Never Miss a Ticket

• Kapture allows the creation of a service plan for all field agents and schedules a service visit or a meeting based on their availability and location. 

• The FSM populates the ticket details, incident location, customer information and further details all on a single page. 

• Kapture gets notified about every ticket in real-time and assigns it to an agent on the field.

Data at Your Fingertips

• It helps you to share customer product history, past conversations, problem particulars and additional notes with field service agents to help them better understand an issue. 

• Kapture allows you to host all relevant data on the service cloud where it is synced in real-time and kept secure as we are certified in Information Security Standards – ISO 27001, GDPR and HIPAA.

Communicate via Mobile App

• Kapture FSM gives your on-site agents the option to share images and notes related to the product that they deal with at the incident site via the mobile app. 

• It gives a service report after a ticket is closed by having your field agents fill out a service form with just a few clicks on the app.

Stay Informed Always

• Kapture allows you to view your agents’ daily service schedule and keep tabs on their pending tasks using Kapture. 

• Service task information, meeting details or daily service plan updates are received via push notifications, email or SMS in real-time. 

• Kapture FSM automatically notifies your customers via email and SMS, when the ticket is closed and collects feedback for the services offered.

Field Service Agents become more efficient

• Do more with Kapture FSM– view service tasks assigned, check-in and check-out at the customer’s location and update ticket data all from one place. 

Concluding Remarks

FSM software plays a crucial role in enabling profitable revenue growth. Kapture FSM solution can provide a long-term, return on investment (ROI) both through reducing costs and by enabling the FSO to improve customer retention and grow top-line revenues.