Customer Support Automation For Small Businesses

 

When you start a business you are in a dilemma as to how to automate it. So, are you the one who is trying to find the ways in which you can upgrade the sales and marketing teams?  You want to know how you can enhance your conversion rate and bring more value to your business? How process automation can support small businesses? 

Well, this post will answer all your questions. Before going into the technicality of the topic let’s understand the basics.

What is Automation?

It is basically a technology by which a process or procedure is carried out with littlest human assistance. It increased the throughput or productivity of the work. One of the examples of automation is autonomous vehicles or self-driving cars.

Types of Automation

Business Process Automation (BPA)

• It is the technology-enabled automation of complex business processes, for example emails sent via email automation.  

Robotic Process Automation (RPA)

• It is a type of BPA technology based on figurative software robots or on artificial intelligence.

• Example of RPA with AI is a ChatBot.

What is Automated Customer service?

Automated customer service is a process that makes use of an automated system such as chatbot or other artificial intelligence, help centre, ticketing management system, self-serve etc to provide uninterrupted service to the customers. The automated customer service reduces the human efforts and is cost-efficient.

How to automate customer service?

There are a number of automation tools that can be added to your efficient CRM Software to automate your customer service. Some of the automation tools and technologies are:

Chatbot

It is a software application  prepared with the help of Machine Learning to lay out a conversation in the natural language via text or text-to-speech between the humans and the machines to give automated answers. It is an omnichannel that means you can communicate with your customers through various channels such as Whatsapp, Telegram, Facebook, Instagram and many more.

Self-Service

Set up a self-help section that lets customers specify their problem and place a service request thus providing your customers the option to find quick solutions for issues and your customers need not wait for too long for an answer.

Ticket Management System

A unique omnichannel dashboard that receives tickets from multiple channels and solves the problem of enterprises having to manage a large number of support tickets.

Mobile CRM

It is a system that performs some functions similar to its desktop counterpart but provides many additional benefits for the field workforce.

Business	In presence of Mobile CRM	In absence of Mobile CRM
Productivity	65% of firms have achieved their targets.	22% of firms have achieved their targets.

                               

Statistic of CRM-Customer service software market 

1. Current CRM market size is $120 billion. (Source: FinancesOnline)

2. CRM software is expected to outstretch more than $80 billion in revenues by 2025. (Source: SuperOffice)

3.  81% of users are now accessing CRM software from multiple devices. (Source: SuperOffice)

4. CRM systems overtook the database management systems (DBMSs) by revenue in late 2017 (Source: Gartner)

5. 54% of B2B marketers say they feel “empowered to collaborate” with their sales teams (Source: Hubspot)

6. 32% of CRM users belong to the service industry, followed by IT at 13% and manufacturing companies also at 13% (Source: SelectHub)

How customer service automation can help your business?

Uninterrupted Customer Support Service

• Have you thought about what happens when you are not in the office and you might be receiving queries from the customers? And you will be able to reply to customers only when you go back to the office the next day. Well, with automated business crm this will not be the issue. 

• Automatically allocate chat queries to available executives so that every customer is attended to in a timely manner. 

• The chatbots or the virtual assistance will be working in place of you and win customers confidence by replying in time.

Get notified instantly 

• Get notified instantaneously via email notifications whenever a chat request is made to you. 

• Make your conversation smoother with the customer by attaching images, videos, or files when needed.

Know your customer well

• Chatbot technology helps you understand the customer’s needs even without talking on the call with them. 

• It will allow you to not to miss any chance of helping the customer. 

Respond Quickly

• When the customers ask certain questions about the service offered from your business then quick responses are reached to the customers as the responses are automated. 

• You can also schedule automated calls and meetings.

Boost Agent Performance 

• Keep a watch on the executive’s activity from log-in time until log-out. 

• Elevate the live chat dashboard to get a snapshot of chats being handled by on-duty executives.

• Executives can also maintain productivity by tracking break durations during shifts.

Enhance Team Productivity

• When most of your time is spent in replying to the repetitive queries of the customers then it surely decreases the productivity of the team. 

• Chatbots handle such queries and you can time to deal with some other important concerns then.

Amplify the Customer Retention and Acquisition

• The higher the customer retention the higher is the satisfaction of helping the customers promptly. 

• Customer retention implies that the customer will continue his interest in your services. 

• And the customer acquisition will be achieved by defining personas or sample customers who can be the potential customers using the analytics from Machine Learning.

Automated Lead Generation

• You can have a close watch on your sales funnel by leveraging your CRM with Machine Learning that is the chatbot. 

• Automated forms would help you know if that is your potential customer. 

Chat Analytics & Reports

• Transform your live chat support by keeping a track on relevant Key Performance Indicators (KPIs). 

• Generate detailed reports to assess chat traffic, missed chats, first response time, average turnaround time, customer ratings, and more. Measuring performance using data can give you a better  understanding of customers.

Cost-Effective

• Empowering your business with chatbot technology is going to benefit you when it comes to the employee headcount. 

• You do not have to hire extra employees when your work is automated.

Closing Remarks

There are a number of CRMs available in the market to assist the customers. But the best CRM for small business is the one that provides customer’s satisfaction. The different technologies mentioned above are the best way to take advantage of business automation. 

How To Boost Your Ticket Sales With A Virtual Event

Are you looking to expand your business? Do you want to stand out and be the best of them all? Then, you should surely host an event; a virtual event where you can advertise what’s in store. To bring people in, you need to give them a preview of the main event. Once you get the word out, your event will the talk of the town! And to manage the huge number of bookings, you can make use of sales ticketing software.

Marketing an event is not as difficult as it used to be before. Social media are a huge go-between for a business seeking more customers. More and more people will come to know of your event if you showcase it via different sites which people frequent. After this, lots of people will want to attend. Use your customer support ticketing software to accept or reject applications. You can use it to communicate about the details to anybody.

A CRM software ticket management system not only serves as a database for customer details and ticket history, it can help you generate statistics and reports about your upcoming gala. Once you hold a virtual event, the CRM tool can project how many people may actually want to see more. This aids you in being prepared for full capacity crowds. You can know what to expect and make arrangements accordingly.

Without a proper plan in place, a huge event is likely to fail. Since there is a lot of money involved, selling tickets should be the priority. An online event will surely give it the hype and if you just learn how to manage the incoming traffic, you can successfully host a night of fun for all your customers. Having the ticket management software only makes your job easier and it is high time you availed its services.

Ticket Management System
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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6 Ways Ticket Management System Helps Your Business Grow!

A Ticket Management Software converts queries into tickets which can be tracked from their point of initiation to the point of conversion. It automates the process of manually taking down each query by the service team. These tickets are tagged with priority status and time stamps so that agents can start attending each ticket based on priority.

Here are some of the major benefits of a Ticket Management System:

1. Faster Ticket resolution: A capable Ticket Management Software System can automate repetitive tasks and collects tickets from various sources so that your service team can focus on closing tickets by interacting with the customers and retaining customers.
2. No ticket backlog: Ticket backlogs automatically reduce when customers can easily attend tickets through the Ticketing Software and provide seamless service while providing quick resolutions to queries. The stress is relieved from your customer support team and they become more efficient and productive. 
3. Create a personalized journey for your customers: Customers value the attention they are given, this adversely affects the relationship between a business and its customer. A well-equipped CRM Ticketing System allows teams to easily attend queries and offer appropriate solutions in real time. 
4. Maintain customer support standards: It is hard to maintain the quality of customer service when there is a large influx of tickets. A Ticket Management System helps your team nurture a strong relationship with your customer base while increasing ticket resolution speeds. 
5. Consistent growth in revenue: A happy customer is a loyal customer. Customers recognize the effort that is put to give them a smooth sailing experience while interacting with a business. A Ticketing System facilitates the platform to build such relationships which directly increases closing speeds and it adds to the revenue generated. 
6. Maintaining customer satisfaction: A business can have a great product, but when customers cannot get help when they are facing a problem while using a product, they tend to abandon that product altogether. So it’s essential that a Help desk CRM provides this platform for customers to voice their issues and it’s left to businesses to resolve the issues. Businesses can build brand loyalty by attending customers promptly and provide relevant solutions.

Conclusion

A CRM acts as a multi-dimensional, versatile tool that is designed to resolve customer queries and issues by providing appropriate solutions which will increase revenue while helping retain customers in the long term. 

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Ticket Management System

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

Read More

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

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Here's Why You Should Be Using A Ticket Management System In 2019

If you were taken back to the year 1990, you’d look at ticket management systems as if they were magic. Ticket management is the equivalent of a robot that organizes and takes care of everything for you. In 2019, a ticket management software isn’t magic anymore, it’s a necessity. If you’re not using an online ticketing software, you’re missing out.

1. It helps you keep track of which requests are more important – Every problem that your customers need to be solved is important. However, there are some problems which take priority over others. A ticket management tool organizes requests based on priority, so you know which requests need your immediate attention and which you can leave for later.

2. It facilitates easy communication – Tech-related problems often require multiple people to solve them. Keeping the customer updated is another critical part of the solution. A Ticket Management CRM helps keep communication clear with all parties involved.

3. It helps keep you organized – Every successful businessman/businesswoman will tell you that trying to solve all your problems without being organized is asking for trouble. A ticket management solution maintains many lists of tasks which are organized based on their priority.

4. It makes your business look and feels professional – More customers prefer working with a business that looks and feels professional than ever before. A ticket management system is dedicated to solving problems and looks a lot better than the general contact option you see on most websites.

5. It has the ability to delegate tasks based on expertise – There are many ticket management systems that help you use your workforce efficiently by prioritizing tickets based on their importance as well as expertise level. This makes sure that you’re workforce is being used optimally.

There are many more benefits of ticket management software. After having a look at the benefits highlighted here, it’s easy to see why a ticket management system could do wonders for your business. It has become somewhat of a necessity for businesses rather than the luxury it once was.

--------------------------------------------------------------------------------------------------------------------------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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Here's Why Ticket Management Software Is Better Than Using Email

Email is used by many businesses today instead of an online ticketing software. Many people make the mistake of believing that email makes help desk ticketing software redundant. Is it really the case? Let’s find out why a ticket management software renders email obsolete when it comes to keeping track of everything.

1. Centralized information

The main benefit of using a ticket management software is that all of the information required can be found in one place. The same is true for email too, right? The difference between a ticket management software and email is that don't make you hunt for information. For example, if you use email, you need to remember to CC people on your emails. If you use a ticket management CRM, all of the information you need appears on a ticket. This helps avoid making time-consuming mistakes.

2. Prioritize workflow

With an efficient ticket management software, you will be able to see which jobs have a higher priority. It makes no sense for your company to spend its resources on jobs which can be completed at a later date over jobs that need to be completed immediately. A ticket management system shows you the priority of all tickets so that you know which ones you need to work on.

3. Adds transparency 

Ticket management CRM software keep track of a lot of data. They keep track of data such as which departments are receiving the most requests. Data like this helps management figure out how many resources of tickets to allocate to different departments. This makes sure that issues aren’t ignored and that there is an efficient use of company resources.

4. Aids in collaboration

Many people are uncomfortable with the idea of sharing their email inbox with other people. A ticket management CRM system eliminates this issue by allowing everyone to view and edit tickets. This results in multiple people being able to work and view progress on the same issue.

If you haven’t switched to a CRM in 2019, you’re far behind the pack. It will make your business far more organized as well as feel and look more professional.

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

How to Select Ticket Management Software for your Business

It is quite a challenging task when you have to select a ticket management system for your company. Ensuring you have an excellent reputation among your customers is essential, especially for repeat business.

Due to this, it is vital that you select a good quality online ticketing system. Here is a guide which will help you choose a state-of-the-art online CRM ticketing software:

1. Define your requirements

First, you must understand what you expect to achieve by integrating the system with your business operations. What kind of support do you want to provide to your customers? Do you think it is okay to respond to your users within a day or do they expect faster response times? 

Similarly, you should also take how your employees can use it to improve customer support. A good ticket management software will allow your staff to reduce time while increasing productivity.

2. Ensure it has essential features

Every ticket management tool will provide a variety of features. However, not all of them will be useful for your business. Once you understand your business requirements, it becomes easier to identify which features will work well with your targets. 

For example, a specific software attribute will allow you to provide an exceptional customer service experience. At the same time, you should also be able to identify non-essential features. While they are not important, they do have the ability to boost customer service.

Make sure you focus on essential features, before looking for the secondary attributes. With this technique, you only have to spend on what you want to use, which cuts down on costs significantly. 

3. Use the trial version

The best way to identify how well the online ticketing system works is to use the trial version. Most vendors will allow you to use their software for free, as it gives you an idea on what to expect. 

During this period, you should evaluate the impact of the ticket management Software system and tool, to find out whether it is worth the investment.

These are the three tips which will help you select an online CRM ticketing software for your business!

--------------------------------------------------------------------------------------------------------------------------------------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 to Improve Your Customer Support with a Ticketing System

As a business, you need to respond to the queries of your customers and resolve their issues immediately. One of the best solutions available in the market is ticket management system. With the help of tickets, you can organize the requirements of your customers. Here are three ways ticket management system will improve customer support:

Improve quality of support

With this type of software, you can improve the quality of support your customers receive for various problems. It allows you divide your customers into groups, depending on various attributes. For example, if certain customers use a specific product, you can ensure that employees who have expertise in them can handle their queries.

When you have employees who will help your customers out in resolving their problems, you can bring the situation to an end much faster. With this technique, your customers are happy with the level of support you provide.

Reduce customer support backlog

Ticket management system is great for your business, as it allows you to reduce customer support backlog immensely. Without these types of software, your employees get swamped by the number of queries. As a result, the time taken to respond to queries increases, which has a negative impact on your brand image.

At the same time, your employees will be under immense pressure, to bring this to an end as soon as possible. Large volumes of stress will affect their productivity, making it challenging for them to focus on the task at hand. With ticket management system, your employees can work on customer queries in an efficient and effective manner.

Personalize customer support

While providing customer support, you need to personalize the experience, to ensure your consumers continue to use your products and services. Thanks to the automation feature of ticket management system, your employees have a lot of free time to focus on the needs of your customers. As a result, your customers will see your business in a positive light, as your employees make them feel valued.

If you want to improve the your customer support, make sure you invest in ticket management system!