Must Have Features In A Help Desk Ticketing Software

Helpdesk Ticketing software is a type of software which gives businesses access to a wide range of powerful support as well as collaborative tools. There have been many studies which have shown that as much as 42% of customers expect a reply within an hour. This is making online ticketing software a necessity rather than the luxury it used to be.

There are many online ticket management software to choose from. How do you know which online ticketing software to choose? Here’s a list of needed features in an online ticketing software to help you choose one that will serve your business well.

1. Self-service – Your need to be constantly available for your customers to reach out to. Look for a help desk ticketing software with plenty of self-service options for your customers to ensure that they will be able to get answers to their problems at all times.

2. Customer access – Customers need to feel like they’re in the know. They shouldn’t feel ignored as they submit a ticket and wait for weeks without a response. Look for software which keeps your customers updated on the status of their ticket.

3. Collaboration – There are times when standard replies aren’t enough. When this happens, you need a way for your customers and agents to collaborate. Having an instant message system or a social network system is the minimum for every business these days. You also need to give customers the ability to take screenshots as well as screen recordings so that they can document the problem. This will make it easier for you to solve their problems.

4. Access to products – It isn't rare for companies to sell more than a single product. To make matters even more confusing, companies might be introducing new products regularly. It isn't practical to expect your customer service representatives to memorize the entire catalog of your product. It is much more feasible to give them access to all of your products through a competent helpdesk Ticket Management system.

These features are what you should be looking for when you're in the market for a helpdesk ticket software. These tools will make responding to customer queries much easier than if you were without.

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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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.

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Unleash the potential of Inbound Marketing

What is inbound marketing?

Inbound marketing is just one part of a larger movement in the business world. That movement is inbound. It adds considerable value at every stage in your customer’s journey and also its cost effective measure to attract customers with shareable content to convert prospects into customers and promoters of the business.

The Content Can Be Classified Into:

• Blogs and Articles: Content regarding the business that can be viewed from the website.
• Videos: Informative videos about inbound marketing for better understanding.
• Podcasts: Discussions about how you can improve business and be more productive.
• PPT presentations: Detailed presentations that would simplify concepts.
• E-books: More information about industry specific trends and innovations.

Inbound Call Management: Inbound call management system has the ability to handle incoming calls and boost customer relations. It is used to provide structure, efficiency, resiliency and flexibility. It also boosts customer engagement and connects the customers with Cloud Contact Management appropriate agents that can get them optimum solutions.

Outbound Call Management: An outbound call management system is programmed to make calls to customers or potential customers on behalf of the business. The outbound call agents can contact customers for reasons like support, sales, fundraising, investment and survey research. All these interactions provide valuable insights to accelerate your business.

Best features of inbound marketing:

• Enhances your website conversions
• Use keywords more effectively
• Engages customers and improves customer relations
• Get the most out of social media connections.

Benefits of inbound Marketing:

• Sales and marketing simplified: The sales team and the marketing team can collaborate and create engaging content for prospects. The sales team can provide insights on customer needs and the marketing team can adapt accordingly to increase sales.
• Increases brand awareness: Small brands to big corporations can effectively use inbound marketing to increase their presence in the digital world. Customers can share articles or spread word about the business through other means at their disposal.
• Increases trust and accountability: When the customers are engaged instantly and the agents strive hard to solve their queries, it instills a feeling of trust and credibility towards the business.
• Generates leads: Improving customer relations consistently will indirectly increase website traffic and leads flow in quicker through your targeted audience.

What is Inbound | Kapture CRM

Imagine a world where you wake up and open up your email inbox and find an influx of #leads. You just generated leads while you were sleeping. An Inbound Marketing Strategy that targets its audience with high-value content can make this vision a reality. The Best Inbound Marketing Tools, are content distributed across the written, audio and video platforms helping you attract buyers at the nascent stage of the lead journey.

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Contact Center Management: To Make Your Business Smarter, Insightful And Productive

Contact Center Management is tool which organizations use to manage daily operations of a call center, across multiple touch points and channels to accommodate Omni-channel customer support journeys. A Contact center system greatly influences a business by managing, assigning and monitoring employee performance while providing valuable insights to improve the productivity and workflow.

• Manage the workforce more effectively.
• Monitoring employee performance.
• Get valuable insights on where to improve.

How Can A Call Center Management Software Benefit Your Business?

•  Custom Dashboard: All the answered calls and unanswered calls can be tracked directly from the dashboard. With customizable options, managers can sort the information according to convenience.
• Monitor Customer and Agent Interaction: A refined knowledge base can help in training and encourage collaboration amongst peers. An approval matrix can be set up to control the content repository.
•  Cloud Telephony Integration: Avoid repetitive tasks like logging into multiple accounts. 3^rd party services can be integrated for automatic log in for multiple accounts.
• Efficient ticket management: Kapture automatically disposes generated call tickets from multiple accounts and integrates the data into the system.
• Multilevel IVR: A custom call flow can be created with multilevel interactive voice responses through which customers can connect directly to appropriate agents who can provide proper solutions.
• Monitor workforce: The call center management software lets a business monitor its employees, provide feedback and conduct appropriate training sessions to consistently improve standards while ensuring that all the calls are attended to.
• SLA’s: A business can improve its accountability radically by applying Service Level Agreements to ensure that no tickets goes unassigned or unattended. SLAs make sure the tickets gets escalated.
• Reports: Assess the performance of employees with regular reports with customizable parameters. Acquire valuable insights based on in-depth analysis so that managers can make informed decisions.
• Inbound & Outbound call management: Contact Center management systems can manage all inbound and outbound calls with inbound and outbound routing capabilities which will boost the efficiency of support agents. 

Kapture Contact Center Management | Call Center Management System

Kapture CRM’S call center management software allows you to quickly sort out escalations, answer queries, and manage orders all from a unified dashboard helping you create a seamless call center experience that leaves your callers smitten. 

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Things To Be Aware Of Before You Invest In A Mobile CRM

What Is A Mobile CRM?

Mobile CRM is a customer relationship management application which is tailor made to help your sales and service team sell more and provide customer solutions all from a hand held mobile device. Kapture Mobile CRM helps teams in saving time by avoiding repetitive and excessive features and provides you a compact app with all the functionalities of an effective CRM dashboard.

• Adaptable, Fast and Simplified

Kapture Mobile CRM lets you transition from PCs and desktops to a mobile device. Sales are the driving force for a business and it has evolved consistently. Businesses, no matter their size or type of industry have to adapt to the new technologies and innovative methods of selling products.  Kapture Mobile CRM is one such valuable app that lets you shake the restraints of location and allows you to carry your business with you wherever you go. The sales team can access client information on the go and strategize to maximize sales and increase workflow. Clients can be assured of connectivity and be provided with a mobile friendly experience. Kapture has embedded Smart Mobile CRM Tools which contain features like sharing files, scheduling, mark attendance, get real time updates about client purchases and access all this from a single, unified dashboard. Sales agents use the Mobile CRM Software to get valuable insights so that they can convert sales more efficiently.

• Smoother Business operations

Easy access to data translates into easy mobile solutions. The customers expect real-time updates about orders and expect instant solutions to their queries. The sales team cannot handle all these responsibilities all at once, but with Kaptures Sales Mobile CRM software equips your sales and service teams with the necessary access to information to serve customers more effectively. A cloud-enabled system lets your field sales representatives stay connected while receiving daily sales reports, performance reports on the Mobile CRM app.

In conclusion, a Mobile CRM is absolutely essential for any business owner who wants to take his business wherever he goes.

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How can a Sales CRM help your business?

Why do you need a Sales CRM?

Kapture Sales CRM is an effective solution to filter large volume of leads and categorize them according to requirement. The sales CRM platform nurtures leads from the time it is initiated to the time it is closed. The online sales management software consolidates all the leads from multiple platforms and deposits them into the Omni channel lead inbox where agents can attend to the queries. The Sales CRM platform automates a lot of tasks such as auto lead allocation and ticket creation so that agents can save a lot of time. The sales pipeline management tool can be used to classify leads into hot, warm or cold which provides valuable insights for the sales team to tackle potential buyers better. The leads can also be segregated according to industry so that it can be allocated to the right team with the potential to convert the sale.

Diverse tools: The Sales CRM tools let you map the journey of every customer and monitor each lead with customer mapping. This insight allows you to schedule sales meetings more effectively. The CRM platform also keeps the sales and the service teams connected through internal communication and real time updates about clients. The Sales Management software allows active team participation for productive collaboration which sill assists the sales team to strategize to achieve their meeting quotas.

Boost sales, maximize productivity: The sales CRM platform helps in predicting multichannel sales, prospective leads and project expected revenue while obtaining detailed reports about every stage of the sale. The sales forecast provides you with valuable insights through the pipeline management software where you can identify and assess the ways to improve the business. The platform can compare revenues and track employee performance so that employees can be properly motivated to increase sales. With the sales CRM platform providing reports about deal status, closed deals and target deals, the sales team can internally strategize and maximize their efforts to convert a sale. With customized quotations and invoice templates, repetitive actions are made more accurate and accountable.

In conclusion, a Sales CRM is essential for any business that wants to improve its efficiency and productivity.

6 Major Benefits of Having a Sales CRM | Kapture CRM

There are many tangible benefits to adopting  Sales CRM. For example, 6% sales distributors use CRM sales software to access key customer information and data.

Why Are The Distributor And Consumer Management Companies Using CRM?

Distributor and Consumer Management System companies are becoming increasingly aware of the need to improve their internal processes simply because delays in internal processes cost them a lot of time as well as money. Inefficient management puts the entire distributor and consumer Management Company under pressure to deliver on time, strains customer as well as supplier relationships and results in lost profits.

So Why CRM For FMCG Industry And Companies Are Critical?

1. It enhances customer as well as supplier relationship management – One of the main functions of CRM is to give everyone a primary portal to let everyone have internal access to customer data. CRM for distributor companies enhances customer as well as supplier relationships in the following ways.

• It coordinates sales efforts with suppliers and results in an improved collaboration between manufacturer and distributors.
• It works surprisingly well when it comes to managing all online communications on social networks as well as enhancing customer service and support.
• It improves customer retention because it integrates different departments to give them faster communication as well as access to reliable data.
• It increases customer loyalty because the CRM software facilitates faster response times as well as gives customers more accurate answers because of how it lets all staff track different inquiries in the system regardless of where they are located. 

2. FMCG CRM software promotes the flow of internal processes – Ask any distributor and consumer management company worth their salt about integration before CRM, and they'll tell you about what a nightmare it used to be. Consumer goods distribution software does a fantastic job of integrating the company's sales, inventory as well as invoice data by making it readily available to all staff regardless of where they are located in real-time. This results in better flow with the company’s internal processes, suppliers, customer relationships and so on which strengthens customer service.

Conclusion:-

So we can conclude that a FMCG CRM is essential for the ease of doing business as it streamlines workflow and assists the business in improving its logistical operations while simultaneously help the service team provide the best customer support possible. Installing a CRM into your distributor and consumer management companies can be highly beneficial.

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