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Service Management

Increase customer loyalty by solving their problems faster at all touch-points.

  • 65%
     

    Increase in
    avg. deal size

  • 70%

    Increase in
    cross sell

  • 40%
     

    Faster
    sales cycles

*Achieved by our CUSTOMERS

 
           

Case capture- voice, email, sms, social media, web form, etc.

Capture cases from multiple channels. Assign them to the service teams depending on their area of expertise and ensure they are resolved within specified SLAs.

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Cases: complaints, queries and requests

Manage closure of all customer queries, requests and complaints across multiple channels through a consistent approach for resolutions. Ensure timely and effective resolutions to gain customer satisfaction and loyalty.

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Call center management

Enables outbound predictive dialing, inbound call distribution (ACD) and interactive voice response (IVR). It also offers context sensitive screen popping, integrated reporting and easy escalations. Significantly improve productivity by facilitating call recognition, call routing, call logging and automated call flows.

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Call center management
Call scripts

Call scripts

Design and execute Q&A call scripts, which will make service request process smarter, enable call center agents to ask relevant questions and offer solutions to increase first time resolution rates.

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Knowledge management

Share solutions, tutorials and product updates with teams worldwide. Create workspaces for critical troubleshooting literature to lower resolution time. Receive alerts on updates of existing information.

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Knowledge management
Auto replies and templates

Auto replies and templates

Send well crafted communications to customers. Create personalized templates to update customers. It can also include the latest marketing messages.

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Feedback management

Automate feedback process and get accurate and timely feedback to improve quality and effectiverness of service process. Execute voice of customer program effectively to boost customer experience and loyalty.

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Feedback management
SLA and escalations

SLA and escalations

Set Service Level Agreements internally and externally to ensure that cases are resolved at a faster rate. Incase of a breach create escalations in a heirarchial level to ensure quick action.

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Approvals and workflow

Map your complete service processes with automation and approvals. Guarantee compliance of service level agreements using multi-level escalations and assignments.

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Approvals and workflow
Training management

Training management

Build employee competency and upgrade their skill-set by conducting online trainings. Upload training material, enable users to join training, take tests and also get feedback.

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Partner servicing

Capture service requests by partners and assign them to relevant teams. Enable partners to maximize their business opportunities and improve partner loyalty.

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Partner servicing
Reporting and Analytics

Reporting and Analytics

Easily build ad hoc reports. Get actionable insights into your service performance with dashboards and reports.

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Customer Success Stories

Resources

Some description

Using CRM to boost call center performance.

Some description

Is your customer strategy aligned with your customer experience?

Some description

Profiting from customer lifecycle value.

         

Provide exceptional customer service across all touch-points

                               
  • Gone are the days, when customers used to stay completely satisfied with what was delivered to them by business organizations. In today’s world staying ahead competitors and establishing your company as a market leader in the long has become essential. Customers are more informed and constantly keep demanding for better services.

    Knowledgeable customers would never settle for any Cloud CRM software that provides low quality services. Before investing in a CRM for service management, there are certain key factors that they take into consideration. Customers are primarily looking for a Cloud CRM software that increases first time resolution and helps in resolving cases, complaints and queries at a faster rate. CRMnext’s service management tool was built keeping all these parameters in mind. It has been known across geographies as a product that delivers rich and receptive service experience.

    CRMnext’s customer service solutions have helped service agents to a great extent by providing them with an integrated view of all customer information, including customer history, interactions, etc. Through coaching, CRMnext’s service management software has trained employees to handle more customer requests with the existing staff by empowering the customers with a self-service portal. The self service portal helps customers to raise their opinion, share ideas, and give valuable feedback, all of which translates into higher satisfaction and loyalty. Also, with advanced capabilities, the service management software helps in capturing customer requests directly from the website by using automatic routing rules, which directs them to the right team.

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  • Some of the advanced functionalities that CRMnext’s customer service solutions provide include:

    1) Cases and Service Requests
    CRMnext’s service management software, helps in monitoring closure of all customer queries, requests and complaints across multiple channels through a consistent approach for resolutions. It also ensures the effectiveness of case responses at each stage to gain customer satisfaction.

    2) Call Center Management
    CRMnext’s service management software, helps in managing call centers more efficiently and enhancing customer experience with agent productivity tools. It also aids in boosting performance using integrated dialer management and unified call wrap-ups..

    3) Self Service Portal
    CRMnext’s customer service solution, enables customers to search for solutions through a simple to use self-help portal. It allows them to easily log cases, review requests and check progress online, 365 days a year.

    4) Social Connect
    CRMnext’s customer service solution, generates support cases and requests by searching and monitoring for keywords on social posts. It helps agents to gain valuable insight into customer sentiment and act swiftly on customer reported issues.

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  • 5) Training and FeedbackCRMnext’s service management software, helps build employee competency and upgrade their skill-set by conducting online trainings. Getting accurate feedback to summarize the quality and effectiveness of each module is also easy.

    6) Knowledge Management
    CRMnext’s customer service solution helps in sharing case studies and product updates with teams worldwide. It also aids in creating workspaces for critical troubleshooting literature to lower resolution time. Also, service agents can easily receive alerts on newer versions for uploaded information.

    7) Inventory
    With CRMnext’s service management software, organizations can track orders and procurements to increase warehouse efficiency. Also, they can purchase stock in advance by incorporating automated approvals to prevent shortages.

    8) Contracts and Entitlements
    CRMnext’s Service Management software, allows businesses to keep track of contracts' details to sustain business with existing customers in a competitive environment. Also, reminders can be set to prepare for upcoming opportunities in advance.

    9) Email Syndication
    CRMnext’s customer service solution, helps in specifying identification marks to ensure reopened cases are followed-up efficiently. It prevents third party messages from being added to customer data.

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  • 10) SMS and Callback
    CRMnext’s service management tool, helps agents to effortlessly capture service requests and complaints sent by SMS and respond to them instantly. Also, specific messages can be perfectly assigned for follow-up by phone and tracked until closure.

    11) Approvals and workflow
    CRMnext’s customer service management solution, helps in mapping the complete service processes with automation and approvals. Also compliance of service level agreements can be guaranteed using multi-level escalations and assignments.

    12) Reporting and Analytics
    CRMnext’s service management software, allows the organization to get actionable insights into agents’ service performance with dashboards and reports. Also, ad hoc reports can be built with ease.

    CRMnext’s Customer service solution is all about empowering service agents to provide superior quality service, across multiple channels. A unique combination of help desk software and knowledge management software, this advanced CRM for service management, enables teams to handle more customers with an integrated view of their diverse information.

    For simplicity, CRMnext’s customer service solution, contact management software and automated responses, generated using templates and self service customer portals increase overall effectiveness with minimal human intervention, which translates into heightened brand loyalty and better revenues.

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