CRM PROCESS

Understanding Customer Relationship Management

What is Customer Relationship Management?

Did you know that according to a report by Microsoft about 90% of Americans use customer service as a decision-making tool to do business with a company? And according to another report by Microsoft about 58% of Americans tend to switch companies due to a lack of customer service. In the past few decades, customer service has not only become the backbone of many businesses but has also gained a reputation as a profit generation tool. 

Simply put Customer management for customer relationship management is all about handling help desk services and operations that a company offers to their customers. Having the best sales strategies and marketing strategies are not the only things that keep a business running. Customer service is also considered an integral part of business operations. Customer service is the most important tool that maintains a healthy bridge between businesses and consumers. One of the best ways businesses maintain customer relationships is through efficient customer relationship management technology like Kapture CRM.

What is a customer relationship management system? 

Customer relationship management tools or help desk management tools are nothing but tools that help businesses efficiently manage customer service operations like help desk ticket registration, etc. It is important for businesses to choose the right kind of customer relationship management systems as it not only helps them maintain a healthy bridge between the customers and themselves but also helps them increase their profitability at the same time. While choosing a help desk management system businesses have to make sure of many things. Below is a list of must-have help desk system features which help businesses choose the right CRM system for their business. Must have help desk features -

24/7 availability

Providing round-the-clock customer care support to customers is one of the best ways through which businesses can show that they truly value their customers' needs. Having customer service that is limited to office hours can act as a barrier when it comes to registering help desk tickets. Whenever there is a problem with a product or service being provided by the business, customers have to wait till office hours to register the ticket and in this process, a lot of them might end up not registering the ticket at all. But with 24 into 7 availability businesses can provide immediate and quick solutions to their customer's product or service issues. 

Knowledge Management System

Having a knowledge management system that keeps track of customer data and product or service-related data is extremely important and at the same time very useful. With an efficient knowledge management system businesses can easily collect customer-related information and also organize it in an efficient manner. Knowledge management systems are of great help to customer service agents. Main customer service agents have access to a centralized knowledge management system that contains information about your customer base and helps agents to gain more knowledge about the customer's situation or about the product itself. This helps them to better understand the tickets raised or the customer service issues expressed which will ultimately lead them to solve the issue immediately and successfully.

Omnichannel 

As a result of rapid digitization, customers have started to make use of various platforms to conduct businesses, do shopping, socialize, etc. This has provided many businesses an opportunity to increase their customer base and reach out to customers on various platforms. Having Omnichannel facility businesses connect and reach out to their customers through various touchpoints. Omnichannel helps businesses enforce their virtual presence and increase their customer base at the same time without any hassle. Reaching out to customers through a customer-preferred channel is also an excellent way to show that the business really cares about the customers’ product or service issues. Kapture's Omnichannel facilities help businesses integrate help desk operations across various platforms into a single screen.

AI chatbots 

Artificial intelligence chatbots are excellent service desk tools that help businesses in various ways. These artificial intelligence chatbots are driven by machine learning capabilities and natural language processing abilities that help them provide the most contextual responses to customers' help desk tickets. They are capable of registering and solving a huge number of customer care tickets within a matter of hours. This helps businesses easily solve help desk tickets in less time. Since these chatbots don't require infrastructural facilities for salaries they also act as cost-saving customer service tools. These bots also help businesses collect customer data which can then be used to gain valuable insights into customer trends and customer preferences. The collected data can also be used to build better marketing and sales strategies that will lead to better and profitable results.

Self-service

Not every customer loves the idea of calling up a customer care agent and registering a help desk ticket. A lot of customers these days prefer solving their queries or issues related to the products or services all by themselves. A lot of customers hesitate while registering a help desk ticket over a call or a text message and this is where self-service portals come into the picture. Self-service portal integration can be very beneficial to customer care operation teams. By setting up a self-service portal businesses help customers help themselves. These self-serve portals help customers become more independent and informed. They can also be used as new product/service promotion tools to inform customers. 

Automated ticket assignment 

In traditional customer service management, there is always a lack of efficient ticket assignment or agent assignment. This can cause a lot of issues and confusion among customer service agents and can also lead to higher levels of unproductivity and inefficiency among them. Having a CRM system like Kapture that helps businesses easily assign help desk tickets to their customer service agents through automation can be extremely helpful. Kapture's automated ticketing feature combined with a round-robin facility helps businesses resolve tickets in a timely manner. It also makes sure no tickets go unattended leading to better customer satisfaction levels. 

Principles of good customer service to keep in mind 

Maintaining a polite attitude 

A good way to start a customer interaction and also end one is by maintaining a polite attitude. No matter what the customer sounds like it is always expected of the agent to keep his/her calm. Failing to do so will not only lead to unhappy customers but might also significantly impact a company’s CSAT scores. In addition to this, it might also lead to increased help desk tickets being raised due to unsuccessful remediation of the previous ticket. Maintaining a polite attitude goes a long way in solving help desk tickets. 

Speed

Everyone wants to save time. Customers get agitated and even display a lack of patience when customer care assistance is being delayed. Delaying customer service can also lead to other problems like negative brand image, lower customer retention, decreased customer onboarding, etc. Doing everything in the agent's capacity to speed up the ticket remediation process not only aids in immediate remediation but also improves the customers’ satisfaction levels. 

Doing research on your customers 

It always benefits customer service agents to have information on their customers. Having knowledge of customer data like previous tickets raised, products purchased, etc. helps agents get a better hang on the customer's current product issue and also helps them understand what exactly the customer is expecting out of that customer interaction. This not only helps them solve customer issues but also helps them do it quickly. 

Customer service response time 

Customers not only appreciate but also expect quick responses to their help desk tickets. This can easily be achieved through efficient customer relationship management systems like Kapture. Kapture's automated customer relationship management tool helps help desk agents work effectively which leads to quick responses. Immediate remediation and quick responses increase customer satisfaction levels. In addition to this lower response times also increases positive brand image. 

Personalization 

One of the best ways to get through a customer's heart is by adding a hint of personalization. From last names to purchase history various little pieces of information can help customers feel valued and special. Customizing customer interactions is one of the best ways businesses can make their customers feel like they are receiving special treatment. Adding hints of personalized touches here and there normally makes the interaction fruitful but also increases brand positivity. 

Connecting with customers on various platforms 

Thanks to rapid digitization customers are now making use of various platforms to conduct business. This can be seen as a great opportunity for businesses to reach out to various prospects and work towards building bigger customer bases. But for this businesses need to have an omnichannel approach. Having an Omnichannel strategy helps businesses build a bridge between themselves and customers across multiple platforms or channels.

How having an efficient CRM like Kapture helps 

Increased efficiency 

By facilitating features like that of round-Robin ticketing management and hassle-free lead categorization that help customer care agents handle and resolve help desk tickets easily Kapture helps businesses increase the efficiency of their customer care support teams in no time. The system also enables a better contextual solution to all the customers' tickets leading to not only higher efficiency levels but also higher customer satisfaction rates.

Increases productivity 

With the help of Kapture's customer relationship management systems businesses are able to easily automate all customer care support operations leading to higher levels of productivity. From increased registration of help desk tickets to lower first call resolution time Kapture's customer management tools help businesses conduct help desk services in a smooth manner that ultimately lead to better productivity levels. 

Helps in making better decisions 

When businesses don't take advantage of efficient technologies making better decisions that result in profitable results can be challenging. Kapture's efficient data collection and data management allow customers care agents to get a better understanding of a help desk ticket. This not only helps them gain knowledge but also helps them make better decisions when it comes to resolving customer complaints. 

Helps you increase customer onboarding and customer retention

For businesses to stay on top of their games it is important to retain customers and at the same time onboard new customers. With the help of Kapture's efficient ticket management tools, customer retention and customer onboarding not only becomes easy but also significantly brings down customer service operation costs. 

Helps you increase customer satisfaction

Quick help desk assistance and immediate remediation are the two most important things that customers value the most. Kapture's CRM not only helps you step up your first call resolution game but also helps your customer care support agents provide the most contextual responses resulting in efficient solutions for your customers’ problems. 

Helps you build a bigger customer base

One of the best ways businesses can show that they value customers is by enforcing their presence where the customers are and this means having to connect with customers across various touchpoints. Kapture's omnichannel facilities make this not only possible but also a hassle-free process. Having an omnichannel strategy helps businesses get in touch with more customers which ultimately leads to a bigger customer base. 

Better first-call resolution

By automating various customer care operations and by providing easily accessible knowledge management systems Kapture enables customer service agents to function to the best of their capabilities. This not only leads to higher efficiency levels among customer care agents but also improves first call resolution times which in turn results in better CSAT scores.

Better customer service

Customers no longer have to wait for agents to help them resolve their product-related problems. In addition to this customer service becomes more accessible to customers as a result of an omnichannel strategy. With tools like self-service and omnichannel, Kapture's CRM helps businesses provide the best customer experience possible. 

Handling customer care support operations can be very challenging especially if there is a lack of efficient technology. But with the right customer relationship management tools handling customer tickets and other help desk support operations can become smooth and easy. To know more about efficient customer relationship management tools like Kapture CRM 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

5 Tips for Successful CRM Implementation

 Businesses across the globe today have realized the importance of CRM and have included it in their business intelligence strategies. Though most companies fail to leverage the complete benefits of their respective. CRM and certain features are left unexplored to their full potential. An efficient CRM with its full potential is essential for any customer-centric enterprise to stand out in today’s competitive market. 

Implementation of a CRM is indeed necessary for companies and this has to be done accordingly so that it can fill the gap caused by the lack of a customer automation platform. CRM implementation is nothing but the process of installing CRM software so that an organization can seamlessly manage its current and potential customer relationship as well as daily operations. A successful CRM implementation will help businesses in analyzing their customer interactions, track leads, manage tickets, order management and streamline all the processes. 

5 Tips for successful CRM Implementation

Here are five useful tips to ensure a successful and efficient CRM implementation for your company.

1. Recognize the gap and solve the problem

The first and most important step is to understand where and what the problem is. Choosing an efficient CRM that suits your business is not really an easy task but needs good planning and teamwork. Discuss with your team and answer questions like what are your customer pain points, strategies to tackle them, the amount of time invested in solving a ticket, number of tickets being resolved, etc. choose a help desk software like Kapture CRM that can automate your daily operations and streamline your process for ensuring a smooth workflow. 

2. Customize the System at all levels

Not only your customers but your employees as well as business strategies should be customized. A Customizable CRM is very important for every customer-centric enterprise to implement a CRM that will fit into their business strategies. One of the best tip for successfully implementing a CRM system is to set up the system according to your business process. This will also further help in providing personalized marketing ideas to your customers.

3. Set up Internal Guidelines 

A CRM system’s working depends on the data we input into it. This is why it is essential to set common usage guidelines. Information like adding customer data as well as giving access to this data to everyone is an important step that should be implemented carefully as it needs to be highly secured and private. This is what completes a successful CRM implementation. The CRM usage guidelines should be readily available and companies should ensure that it states what, when, and how needs to be done in the CRM system.

4. Provide Sufficient Training

The CRM that your company adopts is what every employee irrespective of the position uses, especially those in the customer support sector. It is important that each user is familiar with its complete potentials and features to leverage its full benefits. Companies should also include an introduction to your CRM system in the onboarding process for new employees to understand how the software works in the back end. 

 

5. Ensure the CRM Suits your business needs

Last but not least the most important part is to implement a CRM that suits your business model and fills the gap. So it is important to research, discuss, and think before investing your amount into a CRM software that your company needs. 

CRM is, indeed an adoption of a brand new way of thinking from your customer’s point of view, of a customer being at the heart of the business and all information is kept in one centralized database. It is a strategic business approach that unites technology, internal processes, employees, and data management across an entire organization, with an aim to maintain good customer relationships. These tips for CRM implementation ensure that your company chooses the right software that suits its strategies. 

How to equip your Sales Team with Modern Toolset for 2016? - Kapture CRM

It’s a common say that accessing right tools and training could increase your proficiency by 50%. It hold especially true at game-deciding at sales arena.

For any organization or industry, sales is always one of most (if not most) competitive arena. Sales professionals are constantly challenged to outdo their competitors and peers. Although seemingly a negotiation as its key skill, one cannot succeed based on just their tongue versatility.

A modern sales professional needs sufficient skill on various levels – Juggling numbers, sales targets, challenging customers and sometimes software proficiency etc…This means that number of qualified sales professional are dwindling.

Here having admittance to right apparatuses, in a flash raises ability of every expert. For instance, consider a similarly focused proficient – Tourde a France Cyclist. Having a somewhat prevalent or second rate rigging can influence position either ways. Same could be connected to a business proficient hustling towards his own particular targets.

Here, we analyze how sales CRM could add to inventory of relevant tools for attacking any sales challenge.

Mobilize your Sales and Conferences

In a traditional sense, every meeting was limited to two possible arrangements – At office or at client’s location.

With a Mobile CRM arrangement gets it transposed to a much wider arena. Now you can respond to your client’s request, sitting at a wide range of locations.

This allows you communicate to clients at a request-only arrangement. You can readily respond to every client query based on requests and requirements, with server acting as a database of requests and requirements.

Analytics and Reporting Software

Whether evaluating one’s own or overseeing team performance, reporting needs to flawless and dependable. When a report is not comprehensive or miss-out on elements, you can track of important processes.

This comes true for situation, where deals cannot be closed overnight. A report progress helps you keep an overview of every turn and progress at your sales activity, delivering systematic optimism at every step.

Win the info-war with Cloud Management

In an age of infotainment, everyone spends an hour for research for every penny paid. Often this takes into form of comparison, product research and other related requests.

A CRM helps you win info-war through providing even last element of information.

A CRM permits you to keep fingertips on quickest item details and most many-sided item components, promptly retrievable from cloud database. It licenses you towards a more orderly premise of information administration and CRM Docs multiplication.

Get alerts about every Opportunity

A successful sales executive cannot be leisurely about meeting times or location. It needs one to follow precise time-table for pending meetings and future meetings.

Through an integrated alarm and alerts system, you gain on-time intimation about running-out-time or location overdue. Now you can confidently avoid glancing your watch, running out meetings and just being plain awkward. As you get an alert, just make a believable excuse or gently bow-out out of a meeting looking for better prospect.

Get and Manage Approvals for every Deal

For a cut-throat competitive sales arena, every sales executive acts an interlinking chain between pressing client and employer. Ie a customer sets-forth a brand new proposal; perspective employer approves it after considering due factors.

A CRM comes with inbuilt feature to manage instant approvals and claims. Now you cut-back on time between client demands, in-order to being avoided cut-short by competitors.With increasing competition, one needs right tools to make right impact. 

3 methods to facilitate employee adoption of a CRM system - Kapture CRM

What is a sales team without adequate support and resources ? Probably a team that cannot produce the desired results for you. If this is happening with your business, then now is the right time to expand and invest in better business implementations.

But let’s be practical. Professional development is pretty much a must in the context of the modern business and competitive circumstances. Whether it is your sales team or any other department, adopting the correct tactics and switching to better technology to reduce the working burden will always create a better working environment for your employees.

Customer Relationship Management software helps you to manage your relationship with your old customers, as well as cater to the needs of your prospective customers. One of the major reasons why CRM is a hot topic in today’s world is because it makes your business functions run smoother and easier. With CRM, you can boost your business efficiency and ultimately result in more sales and greater profits by streamlining your sales process.

CRM software services have radically changed the way that companies do business in the modern world. These systems enhance and enable your business to perform better and are also equipped to automate your internal business processes. As CRM brings in so much value to your business, having the right one in place will help you implement your business activities more efficiently.

In order to make the most out of your CRM system, you have to make sure that the tools are implemented properly. So how do you get it right?

The top 3 ways in which you can get your sales representatives to embrace your CRM system are:

1. Hear your staff’s opinion on your CRM system selection :

If you are planning to get CRM software for your business, then consider including your staff in the decision-making process and seek their understanding and feedback on the system.

Involving your working staff in adopting new systems will always lead you to make better decisions. If you proceed with their selection often, they may feel more committed to make it work. Whether the final decision was taken in line with the advice of your employees or not, they will still feel valued to be heard by the top management. Listening to your staff’s advice might also help you find some pitfalls that you might have otherwise missed.

2. Make the team understand the CRM system’s benefits :

It is fundamental that you make your group comprehend the methodology by which you are wanting to execute the CRM framework. Obviously address the advantages that the group will appreciate once the product is effectively executed. For example, clarify how simple it will be to track deals and commissions, and how simple it will be to oversee approaching leads and prospects.

3. Offer training options that will enrich the CRM system :

Without proper training, your team cannot benefit from the CRM system in place, as there will be no sense of familiarity. Inclusion of adequate training in your implementation program will allow everyone to reach an appropriate level of comfort with the CRM system. If possible, offer training to your employees individually so that they are more comfortable in voicing their concerns and fully understanding the system. Also, make sure that your staff is learning at a pace that they are comfortable with.

To bring out the best out of a CRM software service and to avoid overwhelming your employees, ensure that you implement CRM features gradually and surely. Don’t end up sending your sales representatives into an information overload by implementing all the processes at once.