Role of KMS and LMS in training customer support workforce

 

What is LMS or a learning management system? 

A learning management system or LMS is an eLearning software that is used for various learning administration processes like training, tracking, reporting and delivery of educational content. It ensures an effective learning environment for organizations. Training a remote workforce using LMS is one of the best ways businesses can achieve accessible training 

How a LMS System eases customer support training -

1. Organizes all the learning content on a single platform

Having an LMS for customer support training enables businesses to keep all the eLearning material in one place. And when the content is stored on a cloud-based database it becomes even more easier for learners to access. Using an LMS also reduces the risk of misplacing eLearning content over various storage devices. One of the best features of Kapture's LMS is that it can store huge amounts of eLearning content that is easy to access.

2. Can easily track and assess learners progress

It enables businesses to keep track of help desk agent’s progress and help better analyse if the learner needs more help when it comes to understanding the content. The right LMS databases can help you check upon learner activity for ex- if the user has been keeping track of lesson plan updates or not, or if the user has finished a certain quiz, etc.

3. Decreases learning time

Instead of sitting down and watching hours and hours of lectures or reading lengthy customer service training books your agents can just log in and access the organized modules that are easy to understand. Using an LMS saves huge amounts of learning time as everything is easy to understand unlike traditional methods of learning. Customer service training takes a lot of time and hard work but with the right software like Kapture LMS the learning process not only becomes fun but also becomes easy.

What is a KMS or a knowledge management system?

As the name suggests KMS is a system that helps organizations manage information. The knowledge managed can rage from educational information to information related to services or products being offered. It is a one stop solution that ensures effective sharing of information within an organization. Knowledge management for contact center performance helps businesses not only save time but also paves way to effective learning.

How Knowledge Management has reinvented customer service training- 

1. KMS helps trainers provide quick training to learners

When training customer support workforce learners might feel fatigued and tired if they sit for long periods of time and this is even worse if they are sitting in front of a screen. Since KMS has an extremely large and organized database it becomes easy for trainers to teach and solve doubts by accessing the knowledge database. Learners can skip traditional approaches that are tedious and learn better with the help of a knowledge management system.

2. Knowledge management helps learners help themselves.

Unlike traditional knowledge management services that are limited because of physical barriers KMS is accessible from anywhere. These systems also enable businesses to facilitate an any time learning mode through which users can help themselves out by accessing it whenever they need it. It also provides access to an in-depth understanding that helps users understand better. 

3. KMS helps users learn effectively

It helps businesses or trainers to actively engage trainees in a better learning environment which increases their productivity levels. This not only helps in increasing engagement levels but also leads to better end results which means that your customer service agents learn the content better and showcase that in their customer interactions which ultimately leads to satisfied customers. Kapture’s KMS software not only improves their first call resolution but also makes them much more efficient and productive.

4. Caters to all kinds of learner needs

Be it time or place of availability a well managed knowledge system caters to all such needs and wants of users. Here your trainers can upload modules that can be accessed any time and completed any time by your customer service workforce. This ensures flexibility for learners which makes the learning convenient.

Having efficient remote training facilities is very important especially at times like this to know more about the role of KMS & LMS in customer support training click here for a demo.

How Automation Is Changing the Way Ticketing Help Desks Work

 

What Is an Automated Help Desk?

Did you know that Customer relationship management systems are considered the heart of 21st century businesses? Automated help desk softwares are revolutionizing the way businesses are catering to the needs of their customers. In simple words an automated help desk system is a customer care software that efficiently aids businesses in various customer need assistance and other enterprise operations. Automed help desk systems take care of various tasks like keeping a track of tickets raised, ticket assignment to agents, self-service portals, omnichannel, optimization, etc.  Automated help desk softwares like Kapture CRM enables businesses to efficiently and effortlessly monitor and cater to customer queries on various platforms. They provide relatively more benefits to the traditional ticket management systems as they are capable of making zero errors. 

What Impact Does Automation Have on the Service Desk?

According to a report by Impact MY Biz about 39% of business leaders believe that good customer experience provides an advantage over the competition, which can be accomplished with service desk automation. From the past few decades automated service desks have radically transformed the way businesses run several customer support operations. Helpdesk automation softwares are enabling businesses to integrate  seamless and efficient workflow ecosystems. Major brands are constantly making switches to automated help desk systems  to deliver not only a customer experience with a gentle hint of personalization but also to increase customer engagement rates. Customer support software like Kapture CRM has not only improved customer onboarding but has also helped businesses improve customer retention rates.

Benefits of Automated Ticketing Software in Your Business

• Saves enormous amounts of time

With automated enterprise operations customer helpdesk automation systems not only help you save employee time but also help businesses to quickly cater to customers who are in need of immediate assistance. Apart from saving time the quick customer care assistance also creates a positive brand image for the company itself. 

• Doesn’t burn a hole in your pocket

Though they are slightly pricey, customer helpdesk systems are only a one time investment. These softwares not only handle numerous enterprise operations for very low costs but also do it very efficiently. They also save businesses from spending money on infrastructure or more labor like that required in traditional non automated customer care services. It also aids in low cost customer acquisition. 

• Improves customer satisfaction rates 

Due to quick and all time assistance provided by automated customer care softwares it helps companies increase customer satisfaction rates which ultimately results in an increase in sales.  Happy and satisfied customers are also likely to boost customer engagement rates. Did you know that according to a report from VAR Street customers are likely to spend 20% to 40% more when they engage with the company using Service desk automation. Customer management setups like Kapture CRM not only increase customer satisfaction rates but also help businesses in increasing customer onboarding rates as well. 

• Helps in increasing efficiency and productivity

According to a report by Hubspot helpdesk systems are said to enhance the productivity of your company’s sales teams by 34%. Having an automated help desk makes it possible for customer service agents to not skip tickets by any chance. The software ensures that no tickets raised go unanswered which at the end leads to better productivity levels. These Help desk automation softwares also reduce huge amounts of manual workload like customer acquisition or lead generating. The Lead generation process and customer onboarding processes becomes much more efficient with the reduced manual workload. 

• Increases profitability 

As per a 2020 report by VAR Street businesses that have a customer relationship management system  have increased their sales numbers by 42%.  Another report by Tech Times stated that CRM softwares can improve consumer retention rates, which ultimately leads to a revenue upside of 25% to 85%. Due to efficient multitasking abilities the businesses also increase overall revenue in the long run.  Having an automated consumer care system like Kapture CRM not only increases profitability but also builds a positive brand image. 

It’s the power era of customers, and what businesses strive to achieve today is to meet the increasing customer demands and expectations. By deploying helpdesk ticketing systems like Kapture, automate your business processes and establish your brand’s identity in the market. 

To know more about how automated help desk softwares can increase profitability in your company click here for a demo now.

Understanding the role of LMS and KMS in sales and customer service

 

What is Knowledge Management? 

In simple words, a KMS or a Knowledge Management system like the name suggests is a structure that stores and retrieves knowledge in order to provide users a better understanding, process alignment, and collaboration. Not only is a knowledge management system useful for organizations but also helps businesses build more informed customers. In addition to this knowledge management systems play an important role in building the efficiency of businesses when it comes to decision-making. They enable enterprises to build a smarter and much more efficient workforce who are informed. These systems tend to increase an organization’s profitability in the long run. 

Benefits of Knowledge Management

1. They provide quick solutions and reduce customer wait time 

Customers want to save time and feel frustrated when they get slow responses due to the limited availability of customer service reps. Having a Knowledge management system that is available to everyone at any given time no matter day or night not only eliminates this tedious process but also saves businesses money and time. Your customers can access the knowledge base and skip traditional approaches that are tedious and slow. 

2. Knowledge management help customers help themselves

Customers these days prefer services that are available 24/7. Knowledge management systems not only help customers help themselves but also enable any time support. By using a KMS customers find their own answers for simple how-to queries which leads to a drop in the tickets being raised. In addition to this, knowledge management systems also provide customers with much more detailed information that helps them in making decisions.

3. KMS increases agent efficiency

Having a knowledge management system enables businesses to actively engage employees in enterprise operations. It helps businesses keep their employees updated and fully aware of recent updates, recent regulations, new guidelines,  use-case scenarios, etc. Kapture’s Knowledge management system helps the service agents to have a convenient and quick reference hub to deal with challenging customer queries. In addition to this, it also helps businesses increase their First Call Resolution rates. 

What is Learning Management? 

LMS or a learning management system is a virtual learning platform that manages various training efforts of organizations. It is used to plan, execute and analyze the learning processes of organizations. These kinds of systems help businesses or schools register an eLearning process that helps track learner history, track learner progress, documentation, administration, etc. Learning management systems can be used in school setups as well as business spaces. They help users learn specific subjects at their own pace which makes the learning process even more convenient. 

Importance of LMS Customer Support

1. They help reduce training costs 

Since eLearning does not require infrastructure or resource persons like trainers and teachers it saves organizations from spending huge amounts on learning facilities.  When organizations replace an employee they don’t have to provide the new employee with extra training, they can give them access to the learning management system and like this businesses can save both time and energy. Learning management systems like Kapture's help businesses opt for a more cost-effective learning process. 

2. They facilitate flexible learning

Unlike traditional methods of learning that are limited to a classroom or confined to training spaces, learning management systems are accessible from any geographical location. In addition to this, they are also available at any given time day or night as a result of which users can have more flexibility. Kapture’s LMS not only facilitates flexible learning but also makes the process more efficient by keeping a track of users’ progress. 

To know more about how you can implement LMS and KMS in your organization click here for a demo.

CRM data migration: benefits and challenges

 

Ever heard of birds migrating to a new location because the old space had unsatisfactory conditions and was creating a lot of chaos for them? What do businesses do when they are fed up using CRM Softwares with limited benefits? Yes! You guessed it right! They also migrate and this entire process is called CRM migration. It refers to a process where businesses switch from an old CRM to a new CRM because of unfavorable conditions that existed in the old CRM. It is essential for businesses to have efficient automated customer support software or else it can cause huge losses to the company itself. 

Common challenges businesses face with helpdesk systems

1. The software is not mobile friendly and cannot be accessed through any and all devices which reduces business efficiency. 

2. Lack of assistance in implementation from your current CRM software company due to which there is an extra expense on third party implementation assistance.

3. The CRM software is slow, leading to a loss of precious time and resources of your enterprise. Slow CRM systems tend to bring down the productivity as well as efficiency of your sales and support teams.

4. Complicated UI of CRM systems can lead to increase in time taken by agents to resolve support tickets. 

5. Lack of centralization of all the enterprise operations is leading to chaos and not letting enterprise operations run smoothly.

6. The absence of efficient ticket scheduling, leads to unattended tickets.

7. Not having an efficient and effective self-service portal in the CRM is leading to lower rates of customer onboarding .

Why Kapture is your best option 

Kapture is more than just a help desk ticketing system; it is a customer support automation software that incorporates multiple features like machine learning, omnichannel,etc. 

1. Kapture’s CRM software comes with an assisted implementation that takes care of all the software implementation from the start of the purchase to till the complete implementation. And all of this is finished within 30-40 days. 

2. Kapture has a round-robin scheduling process that makes sure no tickets go unattended this means you leave behind no tickets which in turn helps you create a positive brand image.

3. Kapture CRM, driven by machine learning, enables self-learning in the CRM . When there is a new pattern in the tickets raised, this enables the software to learn the new pattern and cater to a customer query when a similar ticket is raised.

4. Kapture’s omnichannel CRM integrates all your enterprise operations on a single platform, this not only increases efficiency but also lets businesses keep a better track of all the operational outcomes (it integrates channels like Gmail, Hangouts, Twitter, Facebook,etc all on a single platform).

5. Kapture CRM adds context to customer support, helping you deliver quick, delightful customer experiences while reducing customer wait times significantly.

6. Kapture CRM software is easy to use and has a very user-friendly platform that makes it more accessible to all kinds of customers.

Benefits of migrating to a new CRM software

1. It helps you build better customer relationships

Since the enterprise is already aware of the problems caused by the old CRM they can now easily fix it by choosing a new CRM that caters to the needs in a more efficient way. This eliminates all kinds of trouble faced previously and improves customer relationships.

2. Businesses can reap the benefits of using cloud

A lot of enterprises make a switch to new CRM systems because they want to migrate their data to the cloud. By switching to Cloud from traditional storage, businesses are able to save a fortune on data storage expenses. Kapture CRM not only allows businesses to increase their data security levels but also provides a more efficient platform to manage company and client data. Another added benefit is access to the data from anywhere and at any time.

3. Helps in reducing company costs

Businesses invest so much in the infrastructure and hardware used for data storing. Switching to Cloud means the elimination of traditional forms of data storage like huge data centers that take up a lot of spending because of the maintenance itself. CRM Data migration to a cloud could save so much money for businesses that can be used elsewhere.

10 Tips for migrating to another CRM Software 

1. Understand and analyze what is wrong with your current CRM software

2. Make a list of things that you want in a CRM software

3. Plan a budget for your new CRM data migration

4. Train your employees upfront and help them adapt to the new CRM

5. Eliminate unwanted data before migrating to a new CRM

6. Compare prices of all available CRM Softwares

7. Make use of trials and demos available for various CRMs in the market

8. Make a feasible CRM migration strategy for your business before shifting to a new software

9. Plan a trial run before you implement the new CRM software

10.  Make sure you choose a CRM company that provides implementation assistance

CRM data migration can be a very tedious process but when you make the right choice nothing can stop your business from acquiring the title of  “the best customer service provider”. To know more about Kapture’s CRM software click here for a demo

Integrating customer support systems with social media platforms

What is social media customer service? 

Did you know that according to wearesocial about 49% of the world population uses social media spaces as of 2020? With a growing number of users on social media platforms, these spaces provide a better opportunity for businesses to cater to customers and their needs almost instantly. Social media customer service is a process where businesses offer customer support through various social media platforms like Twitter, Facebook, Instagram, etc. 

One common trait that you will find in customers is that all of them want to save time and they love it when they get immediate responses. The role of social media in customer service is far-reaching especially because it makes the business reach-out processes and the immediate responses more convenient and feasible. It is extremely essential for businesses to have a Social media customer support strategy to increase profitability in the long run.

Why improving Social media customer service is important 

1. Helps you bring in more customers and prospects

With more and more social media platforms for customer onboarding, it becomes easier to generate not only new leads but also more repeat buyers. Integrating customer service on various social media platforms helps businesses serve customers from all parts of the world. Kapture CRM enables businesses to grow a customer base that is not limited to traditional spaces like stores or shopping malls. 

2. Increases sales and revenue

With so many customers and leads generated through social media spaces, businesses can save a fortune on traditional spaces like malls, etc. Businesses can now expand their business empires with cheaper and much affordable platforms that require zero to very minimal funds. This not only drives sales but also increases the overall revenue of the company in the long run. 

3. Better product outreach and brand awareness

By getting your product or service out on a social media platform and by providing a medium for customers it helps businesses to not only boost their brand awareness but also enables product outreach to a global audience who come from various parts of the world. By integrating customer support into social media spaces businesses can expand their services ranging from the north pole to the south pole of the earth. So that the clay pots you make in India are not limited to your country but someone from Canada or Bangladesh also wants a piece of it and you as a business are able to cater to these customers.

4. Builds customer engagement

Social media is the 21st-century drug that millions are addicted to and the sooner businesses understand this the more profits they can make out of it. Social media spaces are hubs that host constant engagement which means it is highly possible for businesses to increase customer engagement levels when they integrate their customer support systems into these spaces. 

5. Builds positive brand image

Catering to customer needs on all social media platforms shows that brands are making an effort to stay alive in the digital world. Social media spaces are amazing platforms to better brand image. It helps in creating a positive image for the business which makes it 

6. Helps you learn more about customers needs

Every time there is a ticket raised on any social media platform it gets stored in the CRM database which can later be used to analyze customer needs based on various factors. This data collected helps businesses identify buying patterns and structure their marketing and sales strategies accordingly. This helps businesses to understand what customers really want.

The not so bright side of businesses being absent on social media spaces

1. Low customer outreach 

People often get frustrated when brands don’t make an effort to exist in all the popular social spaces at least. Not having a brand presence on all platforms makes the brand look less authentic and limits its reach-out game. This unfortunately not only lowers the chances of creating customer traffic to your business but also fails to create a positive brand image. Kapture CRM helps businesses create a strong customer outreach that increases efficiency and profitability.

2. Low brand awareness

It is essential for brands to make efforts towards creating brand awareness because people don’t want to invest in brands or services that they have never or rarely heard about. And not having a social media presence can hinder the whole brand awareness process itself. By integrating social media platforms and customer service automation systems Kapture efficiently increases brand awareness. 

3. Low revenue/profitability in the long run

Having no social media presence means a lack of customer engagement which in turn lowers the sales rates. Low sales rates due to lack of customer engagement bring down the company’s overall profitability and revenue in the long run. By integrating customer service automation on various social media platforms Kapture helps businesses increase their profitability in the long run.

Social media customer service stats - 

Did you know?

1. According to Emarsys about 45% of the world's population is on social media.

2. A report by Forrester says that 80% of consumers use social media to engage with brands. 

3. According to GlobalWebIndex around 54% of people who use social media make use of it while researching products. 

4. Immediacy is the key! According to Go Globe, about 60% of customers who raise complaints on social media expect an immediate response

Integrating customer service systems or CRM Softwares with social media platforms is an excellent way to gain more customers. Businesses have to stay on top of their game when it comes to creating brand presences on social media platforms and this can only happen when businesses spread out to social media spaces. To know more about integrating social media and customer support service click here for a demo. 

Importance of Integrating WhatsApp with your CRM

  

Technology is evolving and businesses are taking complete leverage of this technology to grow their business to heights of success. Today, technologies like CRM systems are a valuable asset for businesses across multiple industries. With its intelligent features and powerful integrations, CRM systems like Kapture help bridge the gap between businesses and their potential customers. Thus, what is important today is an efficient CRM integration.

 What is CRM Integration?

 Now the question is what exactly is CRM integration? Precisely, it is the seamless connectivity between your business’s CRM (Customer Relationship Management) software and third-party applications. The significance of integrating your CRM with third-party applications is that it eliminates the need to shuffle back and forth between other applications or systems. With integrations, the functionality of your CRM software expands and you can easily access the most common third-party applications. Apart from communicating with your customers seamlessly, your CRM should also be efficient and easy to use. 

Today CRMs like Kapture, which is an efficient help desk ticketing software provides 500+ powerful integrations of common and popular third-party applications and several business processes. 

 What is WhatsApp Integration?

 WhatsApp has a massive influence and reaches across the globe as the most popular messaging app which provides a simple and reliable way of communication. Currently, it has over 2 billion active users and 2 billion minutes of voice and video calls are made on this platform. With all this in hand, integrating your CRM with WhatsApp would mean that you have a great opportunity to nurture the relationship with your customers.

 Statistics show that “WhatsApp has retained its top position among the most popular messaging apps for nearly 10 years now. All projections point towards an upward trend in the number of its users, revenue, and most importantly user satisfaction.”

 Maximize business growth with WhatsApp CRM integration

 Integrating your CRM with the most popular communication platform WhatsApp helps businesses in connecting with their customers effortlessly and enhances the customer experience. WhatsApp API integration provides seamless communication with customers all over the world for both large and medium businesses. Now connect with your customers in a simple, secure, and reliable way. With WhatsApp API integration businesses can create built-in Chabot’s where they can find customer’s crucial queries and reach out to everyone. 

 What is WhatsApp Business API?

According to statistics, more than 2 million people across the globe use WhatsApp not merely as a messaging app but also for business purposes. Businesses are massively turning their business by integrating their CRM to WhatsApp to engage with their customers more effectively. WhatsApp provides users with a WhatsApp business app with features like fast replies, labels, and business profiles. WhatsApp Business API allows businesses to receive as well as answer unlimited messages from their customers and provide seamless customer service. 

 

Martine van der Lee, Director of Social Media, KLM Royal Dutch Airlines, says that “With WhatsApp, we could boost our brand and keep customers informed about their flight details in a non-intrusive manner.”

 

Benefits of WhatsApp CRM Integration

Wondering why WhatsApp CRM integration is much needed for businesses. This is because the pace with which technology is advancing is remarkable. And to be relevant in the market, businesses need to leverage social media and other digital platforms to seamlessly provide a better customer experience. Here are some of the major benefits of integrating your CRM with WhatsApp. 

1. Receive WhatsApp Notifications on CRM 

WhatsApp provides seamless communication and is the best way to connect with potential customers. Customers can easily reach out to brands and inform their queries without having to juggle between customer care numbers or platforms. With WhatsApp, integration businesses can easily manage work and have the opportunity to change the status of leads. 

2. Quick Feedback Management 

Feedbacks are necessary for businesses to improve and improvise their business strategies and enhance customer satisfaction. Customer feedback plays an important role in making decisions about product strategies too. By integrating your CRM with WhatsApp, collecting feedback is a matter of a few seconds. You can easily send feedback and service links to customers on their WhatsApp numbers from the CRM software and fill the gaps accordingly. 

3. Lead Nurturing

Easily send brochures, documents, images, etc. based on their recent interaction with the business. Nurture your leads and convert them to potential customers by providing an accurate solution for their pain points.

 

4. Follow-Up Messages

With automated CRM’s like Kapture, you can easily send automated messages to your customers and support them in their customer journey.

 Now you know how WhatsApp CRM integration works and how it helps in maximizing your business’s growth. Integrate WhatsApp with CRM’s like Kapture and provide your customers with seamless customer support all along. The market is competitive and businesses must mark their brand’s identity to reach heights. In this power era of customers, this is only possible with a good CSAT rate. Integrate your CRM with WhatsApp and skyrocket your business’s growth. 

Book a demo right away to understand how Kapture CRM can integrate with your current systems to help add value to your business.