Providing quality customer care and maintaining satisfied customers is a challenge for every business. Sage CRM’s customer service capabilities are designed to help you manage and resolve your customer queries and issues efficiently and effectively by providing you with an easy-to-use user interface and powerful feature set.
Sage CRM provides the customer care team with the ability to record customer queries/ incidents which need to be followed-up. If a case is not followed up within the time allocated, it will automatically trigger an escalation procedure to inform the customer services manager. This ensures that customer cases are attended to in a timely manner and that issues do not get lost ‘between the cracks’. Cases can be tracked and actioned directly from the interactive dashboard without the need to switch between screens, maximising the productivity of agents.
SageCRM Customer Service Features and Benefits:
Case Management
• Capture and track every interaction with every customer regardless of customer touch point or channel of communication.
• Maintain a complete case history with instant access to all previous issues and customer interactions.
Knowledge Management
• Share customer information internally or externally to allow customers and partners to resolve their own issues.
• Build a library of solutions to common customer issues to help the customer service team resolve issues faster.
Escalation & Notification
• Set up rules to automatically escalate cases if not closed within a certain time period.
• Receive notifications automatically when cases are not resolved within a certain amount of time.
Ticket Tracking
• Never lose an issue/service request in the organisation by tracking and recording of all requests through all stages of response.
• Date-stamp all issues at time of resolution or escalation for internal management and external auditing of service.
Customer Self Service Portal
• Provide your customers with webaccess to their own ‘customerportals’, which they can access at their convenience 24/7.
• Empower customers to logqueries, make service requestsand view the status of existing orpast requests.