In this modern world, every customer does not only want a product or service, they want to buy into an idea, as well as an experience.
Therefore, brands should not only focus on creating the best product or service possible, there should be a big focus on providing top-notch customer services which can easily be done with several CRM tools these days.
Using a customer relationship management (CRM) tool is an efficient way to track and gather relevant customer data and has been proven to improve customer retention by at least 27%.
Any company that wants to turbocharge its marketing process and automate repetitive laborious tasks will definitely want to leverage CRM software to beat competitors.
But, how exactly can you use CRM to raise the efficiency of your customer service?
In this article, we’ll show you exactly how to do that.
Let’s go in at once.
Why Should You Use A CRM Tool?
In just a moment, I’ll walk you through the exact procedures for raising the efficiency of your customer service with a simple CRM tool, but I need to help you answer the “why” behind using a CRM tool.
The reason for using wouldn’t be too worrisome if you consider the statistics from relevant sources:
- 64% of buyers mentioned that the experience they had with a brand is more important than the price they eventually pay when purchasing the product or service.
- Over 75% of customer management executives and leaders considered customer experience as an important factor in the success of their business.
- 93% of buyers begin their buying journey with a google search to check what people are saying about the brand before buying from them.
- Almost 86% of buyers will pay more for a brand if they have a great experience with the brand
- And the list goes on….
One thing that having a CRM tool can do for you is to give you a 360-degree view of your customer which then can help you tailor your services and offers correctly based on the data, interests, and insights.
More importantly, having a CRM tool can quickly:
- Help grow the number of clients number in your database
- Save you time by helping you automate repetitive tasks
- Simplify the overall marketing moving pieces
- Help build more effective communication with your audience.
- And ultimately make you more sales
Now, that you’ve understood the reason for CRM, let’s talk about how to use the software.
How To Use CRM To Improve The Efficiency Of Your Customer Service
1. Targeting And Keeping In Touch With Customers
Kevin Stirtz once said in his book More Loyal Customers: “every contact we have with customers influences their decision as to whether or not they’ll come back. We have to be great every time or we’ll lose them.”
This means that every brand needs to consistently create lasting and exceptional customer services every time they get to meet their customers which isn’t often impossible to accomplish without having ongoing, meaningful communication with them.
One of the primary benefits of a good CRM tool is that it lets organizations track the activities, conversations, purchases, even birthdays of the clients so you target them with the right message, making them feel more like a human. You can even order your own CRM system from a software development company.
You should leverage this platform to create a relationship with your audience, knowing their interests and locations, while also updating them with relevant news, sales campaigns, offers, or other initiatives.
When you do this, you’ll be able to send them customized emails that are specifically tailored to their present situation; the type of products that resonate with them the most, special offers, promotions, bonuses et al.
2. Management Of Everyday Tasks
A CRM tool helps to optimize collaboration and communication, while also helping you manage daily tasks.
For instance, CRM allows you to store all the necessary information about your customers in one single piece making it easier for your staff or team members to access the information they need as quickly as possible.
More importantly, this allows your customer support team to narrow down quickly on their strategies and approach to providing great customer service.
In the event of a new client task, you can prioritize important tasks needed to be done by assigning customer tickets to each offering.
3. Deliver Fast Response
According to SuperOffice, 31.2% of customers want a response from queries within an hour or less, and 11.3% prefer to get a response in 15 minutes or less.
Luckily, the majority of CRMs available today are AI-driven and can easily help you deliver rapid responses to enormous customer service inquiries and social media inquiries by identifying the customer sentiments through relevant analytics.
This way your brand can deal with negative feedback and complaints booming on social media by instantly attending to them before they cause further damages.
4. Get More Personal With Your CRM
CRM stands for Customer Relationship Management and should be used exactly for that – building relationships.
With a CRM tool, you can capture important customer conversations including their chats with you via email, social media, over the phone as well as gathering relevant reports from your sales, marketing, and customer service department.
This gives you unified insights about your customers allowing you to deliver a more unique relationship with your customer based on the useful and quality information available at your desk.
You say really?
By simply analyzing the customer demographics, purchase history, and habits as well as the browsing behavior, you have a great idea who your customer is and how to best approach them.
5. Attentive Customer Experience
Today’s world is fast-paced and with various distractions all over the media, customers have developed a very short-attention-span.
Therefore, your definition of unique customer experience will only not include attending to customer’s needs alone, you have to meet these needs when they actually need it.
And again, CRM software can help you with just that. The software can help you ensure no customer inquiries are left out.
For instance, you can set up the system in such a way that it automatically sends a message to the customer who inquired about a product on your website stating you’ve received their inquiries and will provide them an answer soon.
That’s not all, the email could also include a tracking number, helpful FAQs, and links to helpful resources dealing with similar situations.
Isn’t that short of amazing?
Final thoughts
The majority of known brands around the world have experienced great success in their business by simply using CRM to deliver a top-quality customer experience winning the business of more customers. With the CRM you can create a better customer relationship, personalized customer services, answer customer inquiries faster, and ultimately drive more sales.
