Here’s why using a CRM can streamline your enterprise’s ticketing procedure

As a part of systemizing your company’s customer support, a Customer relationship management (CRM) solution streamlines the ticketing process. You can easily track, access, and monitor a ticket at any point from its conception to resolution easily. As and when you respond to incoming tickets faster, customers’ satisfaction with your services also increases. But as an enterprise with a presence on multiple digital channels, how can you ensure your support team is attending to all tickets and solving all queries? This is where CRM comes in the picture.

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Let us dig in and find how having an efficient platform like Kapture CRM in place can boost your ticketing process.

• Quicker ticket resolution: A CRM solution automates repetitive tasks and facilitates faster ticket resolution. Simple and common queries can be answered by the service CRM software without involving an agent. Additionally, a unified customer view also helps support agents access the data required to resolve tickets faster. 
• Intelligent ticket assignment and routing: Manually assigning incoming tickets, especially across multiple channels can prove to be very time-consuming and expensive. Kapture CRM can assign tickets to support agents based on programmed rules and triggers. Tickets can be routed based on agents’ availability, preferred languages, locations, etc. 
• Growth in revenue: By constantly engaging with your prospects and customers using CRM, you can witness increased lead conversions and enhanced customer loyalty. These are very helpful in maximizing your revenue. Additionally, automation facilitated by CRM helps you cut down on unnecessary workforce and resources, thereby increasing your return on investment. 
• Field force process automation: A CRM solution can streamline tickets pertaining to on-field requests, making the process much more transparent and reliable. Agents can access customer history, past ticket details, purchase history, etc. on the mobile CRM app without having to switch applications. 
• Creating personalized customer journeys: Customers pay attention and care about the way they are treated and interacted with. This also impacts their perception of your brand. With an efficient Service Management Software system, you can provide personalized support and ensure all your customers are attended to. This helps in building your brand reputation. 

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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These are some of the ways in which a CRM can scale the ticketing process of your businesses. In addition to these, you can streamline sales using the same solution as well. By providing appropriate and timely solutions, deliver top-quality customer support experiences.

 

Contact Kapture CRM for additional details about ticketing helpdesk. You can also choose a 30-day free trial.

Best Customer Experience Statistics You Need to Know for 2020

What is customer experience?

Customer experience refers to the interactions between your organization and a customer during the course of their partnership. Such a relationship involves the experience of a consumer through various stages of learning, development, exploration, advocacy, purchasing, and using a product or service. It is the key to unlocking an opportunity to build brand loyalty and ensure continued business success through effective customer service CRM.

Customers are increasingly aware of their worth, and they understand that organizations depend on them for long-term success. They are looking for more than just the opportunity to buy a product when they approach a business. The customer service provided adds to the overall customer experience, and it can be the deciding factor in whether or not they return. Especially with growing competition, it’s easy for a customer to get a particular product/service elsewhere, and providing great customer service can set your business apart from the competition. It’s crucial that companies plan effective customer service CRM or invest in service CRM software to gain a competitive edge, and the following customer service statistics prove exactly why.

What do the customer service statistics show?

Customer experience report studies by PWC show that 86% of buyers would be willing to spend more money on a company’s product/service if they enjoyed great customer experience. Great customer experience could convince customers to pay price premiums between 13% and 18% for luxury products/services and increase impulse purchases by 49%. PWC’s customer experience report also found that an increasingly large number of companies are now investing in omni-channel experiences, the figures rising from 20% in 2010 to a staggering number of more than 80% in 2020. From 15000 consumers surveyed by PWC, 92% said that they would abandon a brand after 2-3 unpleasant experiences, while 1 in 3 reported that they would even leave a loved brand if they were to encounter just one bad customer experience.

A Walker study found that customer experience is likely to overtake product and price as the key brand differentiator by 2020 end. A Temkin Group customer experience report found that companies can expect to increase their revenues by $700 million in just three years if they invest in great customer experience. It makes sense to invest in great customer experience also because more than two-thirds of companies today primarily compete based on their customer experience, as opposed to just 36% in 2010.

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Stat Counter reports that 52% of internet generated traffic for businesses comes from mobile phones, 57% of customers report that they wouldn’t recommend a business with a poorly designed website for mobile, and 84% of companies considered customer-centric are emphasizing on the mobile customer experience. Esteban Kolsky’s customer experience report found that 72% of happy customers will share their experiences with six or more people, while 13% of unhappy ones will share their experience with 15 or more people.

Self-service seems to be the first choice for customers with studies reporting that 67% of customers prefer self-service as opposed to speaking to a representative of the company, and 91% would be willing to use an online knowledgebase tailored to their needs.

What role does service CRM software play? 

Considering that good customer experience is crucial for the success of a business, it makes sense to invest in service CRM software. Service CRM software, like one from Kapture, can provide 360-degree customer insights, and engage with customers on multiple platforms. It encompasses a host of dynamic solutions, including ticket management, omnichannel support, feedback/survey, and reporting system solutions. All these solutions help to provide better customer experience and can boost your business’ success. Kapture’s efficient ticket management software allows email, voice, and social ticketing, making it possible for you to stay on top of customer queries from different communication channels and offer priority-based solutions.

Omni-channel customer support system provides a sales overview from various sources and can be used to optimize customer interaction from every channel. Phone support allows for the integration, tracking, and recording of calls in real-time to check agent productivity. Live chat support allows for clarification of customer queries, while email support can help to categorize emails on a priority basis and auto allocate emails to relevant departments. Even social media support systems help to convert conversations, likes, and comments from social media platforms and convert them into tickets for agents to attend to. Feedback is crucial for customers to feel like they are being listened to. Auto-delivery of survey forms can help collect customer feedback, which can be used to auto-generate detailed reports on product and team performance. Reporting systems can help to generate productivity reports, as well as status and source reports of tickets.

The information generated can be used to make better business decisions that help in providing improved customer experience.

5 Key Call Center Metrics For Service Center Management

When you’re into customer service management, you have to take a lot of decisions that can impact your call center’s bottom line. You need to take everything into consideration; like how fast your agents are clearing the queries, how satisfied are your customers with your agents, and much more. The only right way to measure your service representatives’ productivity is with strong and reliable metrics. Here are 5 metrics on how one can measure their agent’s productivity.

1. Average Call Abandonment Rate 

If you want to deliver a great customer service experience, you should make sure that your customers don’t have to hold long on the phone to receive assistance. This won't tell you much about an individual’s productivity, but it talks about the entire team’s productivity.

2. Average Handle Time

The average handling time is the average time taken by the agents handling the issues and transactions of the customers. This can be tracked using a service center software. With the acquired data or information, the customer service manager will have a complete idea about their team’s productivity or a particular agent’s productivity. 

3. Average Time in Queue

Average time in queue is another metric to calculate the overall productivity of the team. This is calculated by diving the total time callers waiting in queue by the total number of answered calls. If this metric is high and you find out that your customers are waiting in the queue for a long time, then you can challenge your team to handle the calls more efficiently. 

4. Service Level

This metric is used to measure the agent’s productivity in real-time. It is the percentage of calls answered within a certain number of seconds. This is used to determine if the agent is moving smoothly from one call to another. Call center management software is used to determine the percentage of calls attended. 

5. First Call Resolution

First Call Resolution metric is one of the clearest ways one can determine an agent’s efficiency. It is the duty of the customer service agent to resolve the query in the customer’s first call. All the information about the customer can be stored with the help of service center software. If a customer has to call back multiple times or if the call has been transferred too often to other agents, then the supervisor has to step up and resolve the issue. This shows that the customer’s needs have been cared for properly.

These were few call center metrics for service management. There are many more metrics like Occupancy rate, Customer Satisfaction to look into for the betterment of the customer service experience. To ease all these operations, one can implement a Service Center Management software or service center software.

What is Service 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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7 Ways To Enhance Customer Service Management Software Standards With Live Chat Software

Customer service is an integral part of any business. Whether you provide goods or services, after-sales support will be your liability. To ensure that your frequent buyers become regular loyal customers, you need to show that your relationship extends beyond the business transaction. Managing a ton of clients can get difficult, especially if you have multiple agents and a large team. This is it is highly recommended that you try customer service support software.

The software is quite handy and can serve as a go-between device for the following:

1) Ticket Generation

Generating tickets are an automatic process now with the software pulling communications from all sources and assigning a ticket. Calls, texts, chats, emails, basically anything are converted into tickets.

2) Agent Tracking

If you deploy agents on the field for sales or marketing purposes, you can use the live chat option to get real-time updates. Also, location triangulation is possible with inbuilt navigation.

3) Creating Reports

Gone are the days of toiling hard for hours on end on excel sheets and presentations. Reports can now be designed on the cloud-based customer service software by pulling data from within the application itself.

4) Service Application

The main purpose of customer service is now the lightning-fast live chat software, as agents can deal with clients 24/7. The mobile app serves as a remote handle for exactly such requests.

5) Data Hub

Having customer service management software can be of no good without its vast data storage capabilities. A highly secure server stores unlimited data in an encrypted a format such that only you can access it.

6) Marketing Driver

It doubles up as a marketing tool via emails or text messages. You can use the CRM software to notify your clients of new features or exciting updates about your product.

7) Feedback Tool

One of the defining qualities of the application is the option of collecting customer feedback and acting on it right away. This can be useful for large corporations.

Raise your customer service standards with CRM. Provide the best to your customers and become the best in the business.

How to Integrate Kapture Chat to Your Website?

 Kapture CRM's Chat module can be pasted into a website in minutes. In this Video - Soujanya Prabhu, Head Of Customer Support at Kapture CRM explains how easy it is to customize chat widgets. Once integrated, all messages sent from the chat tool arrive into Kapture's unified  Omni channel inbox.

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How To Create A Customer Support Software Strategy For Your Business

There are many advanced ways to improve your customer services. But the best way to improvise is to simply be just above the average. Retaining your existing customer is easier than getting new customers for your company. Once you sell your product, the way you respond to your customers matters a lot. Here are a few tips on how to create better customer support software for your company.

1. Experience your customer service software

Before you make your customer service software available for your customers, run it by yourself. Don’t hire a third party survey team to do it for you. Once you know the blunders first-hand, correct it and then make it accessible to your customers.

2. Form a company service culture

Prepare your employees on how to use your company's CRM for Customer Service. Make sure your employees are taken care of suitably because, the way you treat your employees, matters a lot. Recognize their efforts. Appreciate them now and then. This will drive your employees to work better than before.

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3. Create a steady experience for your customers

Just because you resolved your customer’s queries in the first call, it doesn’t mean you can take more time the next time they reach out to you. The first-time resolution is essential in creating a consistent experience for your customer. Make sure every time the customer reaches out to you, you help them right away.

4. Analyze when things go right

Let’s say that you’ve recently installed a Cloud Customer Support Software. Now you can store all the activities happening between your customer service representative and your customers. This will not only help you keep a track about what your customers' queries are but you can also know how long it was taken to fix the query, the representative's behaviour, and much more.

Your Customer Service Software: Service CRM

 Kapture CRM is a customer service CRM software that offers omni channel customer support and has mobile ticketing for seamless customer service management. Kapture service CRM software reduces the time taken to answer customer queries, thus improving customer experience.

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Customer Support CRM: Give Your Business The Tools It Needs

Customerservice support management software is a set of tools and solutions all designed to help businesses build a long lasting relationships with the customers. An efficient support CRM software will allow businesses to offer support across multiple platforms with the help of feedback, surveys and obtaining reports at regular intervals.

Quick ticket resolution

Create a smooth workflow by auto-assigning tickets to agents based on keywords, time stamp, priority etc. Set up AI enabled chat responses to keep customers engaged while agents are being assigned. A well-equipped customer management software will have features like SLAs and escalation matrix for efficient management of incoming tickets.

Reporting

Customer service support software will provide you with detailed reports about all the developments in the business. It also lets business view key performance metrics so that they have valuable insights to set data-driven goals. Obtain employee productivity reports, status-wise reports, source-wise reports, graph reports, etc. which can have set parameters to make informed business decisions.

 Omnichannel Customer support

It provides seamless solutions for customer queries across multiple channels on one unified platform. A cloud-based customer service software will help businesses in providing customer support through phone calls, live chat support, streamlined email support and across all social media platforms.

Feedback and survey

The customers nowadays are informed and have high expectations of customer service and customer support software can facilitate exactly that. Automating tasks like deliveries, form delivery while gaining analytics about the sales cycle, employee performance can all be measured. Allow your customers to access the self-service portal where they can get solutions on frequently asked questions which makes it a personalized customer portal with lots of information through articles and blogs.

Conclusion

Customer support has become an integral part of any business from any industry. Businesses have been investing in innovative ways they can streamline customer support and simplify it while making it efficient. CRM is one such effective option to do so.
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Your Customer Service Software: Service CRM | Kapture CRM

 Kapture CRM is a customer service CRM software that offers omnichannel customer support and has mobile ticketing for seamless customer service management. Kapture service CRM software reduces the time taken to answer customer queries, thus improving customer experience. 

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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.

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Frequently Ask Questions for CRM Software (FAQs)

Any business about to invest in a product that is going to improve the business, does so meticulously and with a lot of research. A business needs to know how the product works and how it will directly impact their business. The more you know about the product, the more you can get out of it.  The following are the most common Frequently Ask Questions for CRM Software that are asked every single day.

What is CRM?

Customer Relationship Management (CRM) is an effective tool businesses use to fast tracking and the process of calls, meetings, emails and sales. The CRM is designed to ease workflow and increase productivity while optimizing customer care so that businesses can ultimately increase customer retention rates.

Why does my business need CRM?

A CRM system helps in qualifying leads while landing potential customers by understanding customer preference, analytics and providing swift solutions to all their queries. Customer interactions can be studied and researched to get optimized results. A service CRM software has:

• Easy user interface
• Completely customization to suit any industry
• One unified platform for all business operations
• 360 degree approach towards business: sales, marketing, customer service, management and reporting tools.

Consider These Points Before Cherry – Picking Your CRM Software | Kapture CRM

This video explains the critical criteria to guide and improve your choice of the right CRM software. The art of choosing the right CRM software can be tricky and complicated. Having to choose the right CRM platform can give incremental ROI for your entire business operations. 

How can CRM benefit my business?

A Sales CRM software can benefit your business by

• Improved customer satisfaction rates
• Improve customer retention and reduce expenses for marketing
• Analyze and predict customer purchase behavior
• Increase productivity of the workforce while saving time with the sales process and service process
• Run targeted marketing campaigns to grab more eyeballs
• Swift and sustainable resolutions to customer queries

Does the size of a business matter?

Most CRM software FAQs have this question repeatedly. Software is scalable to any business with active customers. When small businesses grow and expand, they have to face challenges like keeping records of customers and maintaining them.

Will my employees benefit from a CRM?

This is another common CRM software question. The CRM tools will automate repetitive tasks and lessens the time taken in the sales cycle. Easy access to data along with various features to increase workflow will definitely help increase the productivity of your workforce.

Can the system adapt to a growing business?

As CRM can be expanded as your business grows and can adapt to new logistical challenges that come up when your business is growing exponentially.

How long does it take to implement a CRM?

Implementing a CRM that fully meets your needs and customization will take about a month’s time depending upon your specifications. The main factors for this long process are the huge amounts of data, 3^rd party integrations required, the number of customization required and the number of departments that will use the CRM. 

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6 Tips for Adapting CRM Software | Kapture CRM

A CRM Software system is a sales effectiveness software tool that can equip the sale steam with data that benefits them on the run.

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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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--------------------------------------------------------------------------------------------------------------------------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.

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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.

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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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. 
-----------------------------------------------------------------------------------------------------------------------------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.

-----------------------------------------------------------------------------------------------------------------------------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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