IMPROVING REAL-TIME CUSTOMER RELATIONSHIP
IMPROVING REAL-TIME CUSTOMER RELATIONSHIP
Depending on whom you trust, customer experience already has overtaken price and product specifications as the key brand differentiator. Good customer experience keeps you customers coming for more.
Consumer willingness to choose the product or service that offers the best experience, and increased market competition, have substantially upped the bar when it comes to customer care.
Real-time customer care is central to this trend, as nobody likes to wait for answers.
Here are some of the ways to up your game when it comes to real-time customer service:
1. Centralize Your Customer Data
Making customers feel valued starts with personalization, and this comes from having all customer information in one place so agents can pick up where the conversation left off and see the previous history of interactions. SaapCRM uses customizable mobile forms designed to capture all the data dimensions on demand thus serving as a merchandising solution when it comes to data collection.
2. Anticipate Needs with Analytics
Being able to suggest the next best step or proactively getting ahead of a trending customer service issues even before the customer requests it can pay huge dividends. Analytics also help agents get up to speed fast in a real-time environment. SaapCRM helps you easily achieve all this.
3. Be Human
This aspect of real-time customer relations ensures that a good rapport is created between you and your customers. Not only do customers want to be seen as real people, they also want to feel like they’re talking to one. So good real-time customer service makes sure there’s a consistent brand voice to all customer interaction, and agents are encouraged to act human and not like robots.
4. Empower Agents to Get Things Done
People expect you to solve their problem here and now, but agents too often are constrained. This can be crushing in a real-time environment thus as a good manager you should unchain your agents to solve tricky customer problems themselves when possible. When your agents are out there in the field, do not let them return to the office for clarifications on issues that are real-time. Let them handle such issues themselves.
Good news is, now with SaapCRM, your agents can be able to keep contact with the head office in real-time and thus saving such critical situations and avoiding time wastage.
6. Make Customer Service Easy for Smartphones
Apps should have a link to real-time customer service. Web pages optimized for mobile should make it easy to interact with an agent. SaapCRM for instance allows market reports to be generated from field and thus data can be visualized via data visualization tools that show various market trends in real-time.
7. Be Ready for Customers 24/7
One of the most important aspects of real-time customer relations is being able to respond fast and resolve issues quickly. Quick email responses to clients and customers built the much-needed trust. When a client calls for clarification on certain products, services or information, do not make the mistake of telling them to hold on for later time, unless it’s a situation that calls for such measures. This can be a burden for businesses that are not used to exceptional customer service, but it also is an opportunity of growth.
8. SaapCRM tool
The latest trend in the market right now, the tool that everyone in business is talking about is SaapCRM. It’s a tool that enable easy running of business through provision of efficient data collection and analysis. SaapCRM helps you to manage/monitor your distributors and sales force and get real-time data about your consumers. It helps solving the most tedious problem of cooked data being submitted by the sales agents because it offers quality data collection using GPS technology to ensure agents report to their pre- mapped regions and submit data in real-time.
Now, TrendPro Systems, the fastest growing software development company in Kenya is offering its customers a chance to experience SaapCRM. To experience the full features of SaapCRM, interested parties can access a demo account on.