CRM Call Centre tools help teams manage service requests and support cases ensuring that issues are dealt with efficiently and clients receive outstanding service.
By using call centre and helpdesk functions teams are able to log, progress and resolve service issues relying on functions for:
- Service Level Agreements - establish SLA tracking to ensure your most profitable accounts always receive a priority service
- Multi Channel Management - capture, manage & resolve support cases and incidents through multiple touch points including web, email, phone & in person
- Case Queuing & Escalation - place cases in queues for prioritised action in line with your criteria, or apply routing processes that direct new cases to the right people. Workflow rules can be applied to escalate issues if cases aren't resolved or exceed a SLA
- Call Scripts - wizard driven call scripts guide users through every-day service issues including surveys, returns, complaints & telemarketing by prompting questions to enforce consistency & improve data quality
- Email Automation - send customers automated notifications when a case is logged, send feedback requests when a case is closed, trigger email alerts if SLAs are breached to streamline all service processes & make personalised communications without time consuming manual tasks
CRM dashboards report across service areas to measure all key performance indicators in real-time so users can measure performance and take prompt action if standards slip. Dashboards can be customised to answer questions like:
- What is the trend for case resolution this month?
- Who has the most cases outstanding?
- How are we progressing towards our call closure targets this week?
- Who has resolved the most issues today?
- What's the breakdown of reported customer issues by type?
