When you operate a dynamic business, keeping pace with your customers’ needs and delivering world-class service is a top-notch priority. Enterprises need to provide excellent service at every customer touchpoint.
Savvy customers interact with companies across multiple platforms such as email, SMS, direct call, and chat. However, contacting a Call center is still the preferred channel by most customers to resolve easy to complex queries, issues, and problems.
Your call center service agents should have access to robust customer support management software that empowers them to provide a superior service experience. On receiving a query or complaint, the CRM application should offer a comprehensive view of all customer-related information, purchased product details, call history, warranty details, and service history.
ServitiumCRM is a Modern Customer Service Platform that helps call center agents instantly view accurate information about the customer, registered product, and service history to improve overall customer engagement. It provides a real-time view to agents across processes – on the web and mobile- enabling them to deliver an excellent service experience.
Key Features ServitiumCRM – Customer Service Management Software
Centralized Customer Data
ServitiumCRM offers a complete overview of customer data which can improve the service rendered, increase customer experience, and heighten satisfaction. Get a single platform to track and manage all customer interactions. View complete insights into received service requests, queries, issues, and grievances of customers across all the channels in one place. You can track pending and new calls of the customer, schedule follow-ups, and keep the customer information updated. This centralized data also supports dealers, supervisors, and technicians to align further service activities.
Call Registration – Inbound & Outbound Call/Web/SMS/Email
Customers can raise their queries or issues via WhatsApp bots, SMS, Call, or email, registering their complaints or requests for service, repairs, warranty enhancement, etc. This helps to minimize the manual process and swiftly solve the customer issue. With outbound calls from the call center, customers can stay updated on the status of their service tickets and get complete assistance from highly talented customer service executives.
Follow-ups/Escalations/Reminders
Our customer support management software can deliver notifications and alerts of service requests, follow-ups, escalations, reminders for warranty renewals, information on new schemes and product launches, product tips, and more.
General Enquiry/Lead
Customers can submit their inquiries through various channels such as call, email, chat, and WhatsApp. Each question is a potential lead. With our customer relationship management software, you can raise a query, track the progress of every inquiry, schedule follow-ups, fulfill the customer request with a timely response and improve customer relationships.
CSAT
Enhance customer retention and loyalty at every touchpoint. ServitiumCRM provides an opportunity to capture feedback from the customers quickly. You can improve the customer's response rate by sending CSAT surveys via multiple channels (Call, Email, Web, WhatsApp, or SMS). Data analysis of received feedback can improve internal processes and customer service.
Benefits Of ServitiumCRM – Customer Service Management Software
360-degree Customer view:
A comprehensive overview of the customer details will deliver faster resolution and better customer service.
Improve Efficiency:
Automated processes mean increased team productivity, quick service delivery, faster issue resolution, and overall improved system efficiency.
Elevate Customer Experience:
Customer details at your fingertips make providing a personalized service experience to the customer more accessible. Happy customers mean higher CSAT scores.
Improve Accountability:
Streamlined processes improve accountability and help evaluate performance across employees, service centers, field agents, and others.
Automatic Case Escalation:
Critical escalation cases require quick actions. Automated follow-ups and reminders prevent delays and help build customer engagement. ServitiumCRM enables automatic escalations to keep stakeholders constantly informed on the status of cases and their solutions.