Customer Service & Support
Driving Customer Satisfaction through efficient service
In todays economy your best asset is a satisfied customer. Therefore it is essential
to invest in driving customer satisfaction and constantly improving upon the quality
of your customer services. Better customer services translate into brand loyalty
and higher revenues
CRMnext provides functionality that your business needs to be able to deliver this
experience. The system provides your support team with an integrated view of the
diverse customer information, helping them increase their effectiveness. Apart from
empowering your support team, the system also enables businesses to handle more
customers with a smaller support team. This is made possible by using advance automation
features like auto response emails, customer self-service portals, etc that need
little or no human intervention.
More effectiveness for your support team
Provide your agents with an integrated view of all your customer information, including
customer history, his interaction with the sales and marketing team, and data from
other systems integrated with CRMnext. It provides a robust knowledge base to enable
agents to resolve problems more effectively.
Efficiency for your middle management
CRMnext empowers the middle management to deliver results by leveraging features
like integrated workflow engine, rule based case assignment, smart tasks, customizable
alerts and more. It automates the routine activities to enable your managers to
spend more time adding value. You can use analytics to gauge support team performance,
average response time, workload distribution and more.
Live customer pulse for your top management
Smart alerts help you keep an eye on your key accounts. You can increase your ROI,
get more done with less, using the systems volume management features. The real-time
analytics will provide you insight into response time, service trends and identifying
areas needing improvement.
Out of box Global deployment
Whether your support is in-house, or outsourced, whether your agents are in the
same country or distributed around the globe, CRMnext can handle it all. Since CRMnext
is a hosted solution, which is multi-lingual, and time zone sensitive, all you support
team needs is an Internet connection and browser to plug in. Roll out has never
been this simple.
Feature Overview
CRMnext offers comprehensive customer service & support features, such as
- Service Request Case Management
- Solution Management
- Account & Contact Management
- Calendar and Task Management
- Service Analytics
- Productivity Management Features
- Case queues and auto-assignments
- Auto-response emails
- Escalation and notification
- Workflow Automation
- Microsoft Outlook Integration
- Volume Management Features
- Online Case Capture
- Customer self service portal
- Smart Alerts
- Customer Satisfaction
- Survey Management
- Real-Time Alerts