Today, everything has become customer-centric, and modern businesses need a robust tool to meet their customers’ expectations. The entire infrastructure of a business, including product development, marketing, and sales, needs to understand the customer best and use that insight in each of their strategies. A key tool to bridge the gap between your employees and customers is an effective CRM (Customer Relationship Management) platform. A well-built CRM like ePROMIS equips you with all the necessary data you need to understand and serve your customers better. In fact, 74% of businesses say that CRM gives them better access to customer data, allowing for more personalized service. Also, 47% of companies say that CRM has a massive impact on their customer satisfaction rate. Now the question is how? How does CRM help you boost customer satisfaction? Let’s understand it in this article.
1: Better Knowledge of Customers
A CRM system acts as a central repository for all the customer information of your business. It stores data of each individual from the day they first interacted with your company till the day they accessed your products (website, social handles, etc.) and services. Also, a CRM stores all the activities and customer interactions, such as purchases, email exchanges, live chat messages, contracts, or customer service requests. With all this information at your fingertips, you can offer a personalized experience to every individual and increase customer satisfaction.
2: Anticipate Customers’ Needs
Upselling and cross-selling become a lot easier when you’ve been tracking customers’ behavior and buying habits. Since a CRM system provides salespeople access to customer interaction history throughout their journey, they can better anticipate customers’ needs. For instance, if you know who bought what and when, their buying habits, concerns, when (and if) they reached your support team, and for what issues, you can be proactive and develop a hyper-personalized offer at the right time. You can even check whether a customer had problems with your product, whether they received an appropriate resolution, and if they were satisfied. Also, if they have complained about something, you can use it to improve your services and restore your reputation.
3: Better and Faster Communication
Nearly a third of customers expect businesses to respond to their emails in one hour or less. Quickly replying to customers’ requests can increase customer satisfaction and demonstrate professionalism. Again, CRM to the rescue. A CRM system allows you to set customizable, ready-to-use email templates, letters, documents, proposals, quotes, invitations, etc. Depending on the customer request, the CRM system can automatically respond with one of the pre-saved templates, informing them that their request is received. Besides, with all the customer interaction in one place, you can better personalize the communication, offer quick resolutions, send FAQs and videos links, and more. Also, if you have an integrated VoIP system, you can even call the customer directly from the CRM to resolve their queries. Here are some more ways a CRM can help provide better solutions to customer queries:
Allow internal teams to prioritize and assign tickets to the correct department.
Notes in CRM can help those who weren’t involved in issue resolution from the start to better understand what happened. This will further help them to avoid similar problems in the future. It makes it easier to find delays in response time and customer service gaps.
Logged customer interactions can help find common issues in your products and services.
4: Provide Consistent Customer Experience
Inconsistent tone and response to customer queries in different channels can negatively impact your brand image. Unfortunately, this is quite common, mostly because many new hires are not well-versed in maintaining consistency.But, with a CRM, things get easier. For example, employees can check the previous customer interactions and how other agents responded to them. This will enable them to provide a consistent and reliable response to customers. Also, if your customers connect with you via different channels, you must ensure that their information is passed between those platforms. Nothing is more frustrating than having to repeat the same information to different departments. CRM makes the cross-channel connection seamless, enabling all your agents to provide a consistent customer experience across platforms. As a result, you will see an increase in brand reputation and customer satisfaction.
5: Ensure Data Privacy
Data privacy and security is one of the biggest concerns of both companies and customers. Besides, there are several rules and regulations that you need to comply with, such as GDPR. A robust CRM software like ePROMIS has in-built GDPR-related functionality to help you maintain compliance. This protects you from unpleasant legal consequences and safeguards your reputation. For instance, CRM helps you obtain and document your contact’s permission to store and use their personal details, inform them about changes in privacy rules, manage email subscriptions, and more. Doing all this manually can take a lot of time and workforce. Plus, you run the risk of making mistakes. CRM does everything automatically and stores the information without any mistakes. From the customers’ point of view, if you highlight that you’re GDPR compliant, they will feel more secure and confident in sharing their data with you.
6: Better Segmentation and Retention
Imagine receiving an email from a business that talks about products and services you’re not even interested in. Would you respond? Probably not!Now imagine getting an email that talks about products that you’re interested in or looking for. Would you respond? Probably yes!.That’s what segmentation can do. It helps you categorize people based on their behaviors, buying patterns, and more. CRM allows you to do that. You can easily filter customers based on different criteria to create focused lists. When you know who you’re reaching out to, their likes, dislikes, and interests, you can consciously tailor your offer and enhance their experience with you. In a nutshell, a CRM allows you to segment your customer list based on their preferences and orchestrate your marketing activities to keep them engaged with your brand.
Offering the best possible customer experience is a priority for most businesses. However, this is only possible if you have complete information about your customers. That’s what a CRM provides. It equips you with all the necessary data you need to provide a personalized and consistent experience to your customers.ePROMIS is the leading customer relationship management provider in the world. Based on the cloud, ePROMIS takes away the need for infrastructure or maintenance, allowing you to focus on the critical aspects of the business, i.e., making your customers happy. Talk to one of our experts to understand how our CRM can help you boost customer satisfaction!