Query resolution tool
A query can be raised by your customers via various mediums like call-centres, social media applications, websites, online portals etc. KAPTURE CRM IN INDIA pools all these queries together into a common bucket which are then classified based on different parameters like type of query, area, type or service/ product etc. These queries can then be allocated to respective teams for resolution. An estimated time limit can be set based on the complexity of the query. Delays can be notified to the higher ups or the customers if required via SMS and email alerts. This organizes query resolution and fastens the process to keep your customers happy all the time.
Integration with call-centres
Since call-centres and toll free numbers are the most preferred options even today by customers to ask their queries, KAPTURE CRM has APIs that integrate seamlessly with these systems and other such platforms as well. KAPTURE can be installed on desktops of your customer care executives using which they can log in and track the status of queries assigned to them.
Define escalation matrix and set reminders
KAPTURE has functionalities using which an escalation matrix can be designed and deployed. This will ensure that queries are resolved on time and in case of delays, respective measures are taken by the senior management. KAPTRUE also comes with tools to set reminders for managing calls and follow-ups with customers.
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