Utility Challenge: 11 Key Customer Service Automation Questions for small Businesses? - Kapture CRM

UTILITY CHALLENGE: 11 KEY CUSTOMER SERVICE AUTOMATION QUESTIONS FOR SMALL BUSINESSES?

Making a choice is easy; making the right one is tricky. If it was about choosing an item from a menu at a new restaurant, you could take your own time, afford to try something new and hope that it’s as per your liking. But with major decisions pertaining to your business, you don’t really have that leverage to make assumptions. Unlike food which can be flushed out early morning, you have to live with these vital business decisions for a long time.

When businesses are getting more and more customer-centric, investing in the best-fit CRM software for customer support is crucial. And when you have thousands of options to choose from, life can be a nightmare. Here’s a list of questions you can ask your vendors and CRM solution providersto make sure that you’re not taking the wrong decision.

These are the eleven customer services Automation questions concerning small businesses.

1. Can it resolve customer queries quickly?

A powerful query resolution managerand an intelligent task management tool are the most essential features that you should look for in a CRM software for customer service. Keeping your customers happy is all about staying connected with them and resolving their complaints as soon as possible.

2. Can you manage queries coming from multiple sources on a single platform?

Today a customer has multiple touch points to reach you like call centers, emails, mobile applications, web portals, feedback forms, website etc. The CRM software that you pickshould be adept to handle all of them on a single platform so that query allocation and processes become smoother.

3. How easy is it to set access control?

When all your information is hosted on the cloud-server you have to ensure that you are giving the right kind of access to the right teams. Also, certain functions like generating reports and allocating tasks should be active only for teams and management who would ideally need them. Always look for a modular architecture which allows you to pick and choose features that you would need.

4. Is the platform scalable and flexible?

Another important aspect which you should never neglect! There are several CRM softwares for customer service which will offer you a set dashboard which is very inflexible. Every business has its own requirements. Always ask for a free demo and see if it can customized based on your model. Also, think long term. Will the platform be capable enough to handle the load when your customer base keeps increasing at a quick rate?

5. Is the platform mobile-friendly?

Today, almost all your customers are always on the mobile and on the go. Your customer service platform should also have a mobile version or a mobile app form customer service using which you can enhance customer experience to the next level.

6. Does it give your customers personal accounts?

Adding a personal touch to businesses has been a popular trend. Ask your vendor if the CRM solution created by he/ she are able to keep-up with this trend. Opt for a solution which gives each and every customer of yours a separate personal account through which they can access information about their latest conversations with you or the status of their queries.

7.Can the platform integrate with multiple systems?

Many a times, software is developed with a very rigid framework due to which it is incompatible with certain systems. Every company today has to deal with internal proprietary software, ORACLE, SAP, third-party portals and more. Get a technical analysis done to understand if the CRM you are opting for is flexible enough to integrate with different technologies and systems.

8. Is the interface user-friendly?

Take into consideration your entire customer base, how they behave, how they talk, what they like, what they don’t etc. It’s always better to keep the interface user-friendly so that nobody finds it difficult to use the platform. The moment they feel that the software that you are offering to make their life easy gives them a headache instead, they are going to be even madder at you.

9. Can it generate insightful analytics?

A CRM platform for customer service which simply automates processes is of no good use. It must be ideally capable of generating reports and analytics which help you understand buying patterns and measure customer satisfaction index.

10. How good is the training and support provided?

Many CRM solution providers almost end their relationship with you the moment a deal is closed. Do a background-check to see if your vendor offers continual customer support and proper training, so that you won’t have to deal with some undesirable situations which you are unable to handle on your own.

11. Does it enhance or add value to your customer experience and Business?

A CRM software that enhances customer experience will fetch you brownie points in this cut throat market competition. Those you come back to your brand or services are the ones who are happy with the kind of experience they had when they were dealing or interacting with your company. The CRM platform that you opt for must play the part of making this happen.

Last but not the least, ask yourself if the solution that you are going to choose, is really going to add value to your business overall. Think over if it has everything to keep your customers super-happy.

Make your organization more appeasing to modern workforce with increasing options and flexibility. 

Smart Ticket Management: How to avoid Illogical tickets and actually get your work done? - Kapture CRM

SMART TICKET MANAGEMENT: HOW TO AVOID ILLOGICAL TICKETS AND ACTUALLY GET YOUR WORK DONE?

All successful managers know the secret of getting work done; it’s allocating task to best possible individual.

While one may be used allocate tasks by calling names, with increasing complexity and sophistication it has become increasingly difficult.

Why you need a Ticket Management System?

A long and winding task allotment process progressively breaks down any concerning parties.

Do you need to strain your brain for every new task? Do you know about best idea person in your Office? Do you know work-capacity of any individuals? Do your Customers complain about having too many tasks on limited members?

An answer to all of these key management metrics could come from one simple solution – You need to have a simple go-to system for daily task management.

As customers are expecting resolution within first interaction, businesses have limited time window for a solution. For a service center handling high volume client calls, finding and completing tasks are a hard challenge.

While traditional tricks like hand waving worked until a few years ago, modern service-oriented business system has challenged individuals to take-up new ways of thinking.

Instead of a single member handling multiple platforms, a CRM helps you to evenly spread out tasks and duties.

All clients are memorizing each possibility for their immense requirements. Every business needs to get more clients to relax in less time and have a better management philosophy.

A good ticket management system allocates task and benefits through a CRM software. It follows smart tickets to avail your customer benefits.

How CRM ticketing Works

Unlike traditional systems, CRM task management comes stripped-off multiple complexities and business hierarchy. With coming of every relevant issue, a concerned person views a list of available individuals. Afterwards, this concerned individual can complete task or raise a objection with reason.

As entire process takes place through a cloud platform, entire process is seamless and integrated to a common platform. This process also involves less expenditure of time and energy, allowing you to easily find the concerned person.

How CRM ticketing beckons a big Change?

A CRM ticketing is not only efficient, but also provides a handful of nifty advantages. Those are described below.

Tickets that Follows You Everywhere

In the movie ‘It Follows’, there’s a thing that’s inescapable and always following you around. An uncompleted CRM tickets has a very similar nature.

Unless it’s stamped as completed, it will always be a mark on a particular CRM account. Unlike trail mails, where a pending task could be easily hidden a CRM provides clear way to identify and single-out incomplete tasks.

Going forward, your employees will be more accountable for incomplete tasks and pending management risks.

Why my small business needs customer service software - Kapture CRM

WHY MY SMALL BUSINESS NEEDS CUSTOMER SERVICE SOFTWARE

Love ice-creams? Even if you don’t, imagine that you do, and assume that you enter an ice-cream shop. The AC does not work; you go up to the guy who lets you taste some flavors and ask him about a few choices you’ve made. He answers back with 3-word sentences. You will definitely have your ice-cream and go, since we’ve asked you to imagine that you love it.

Now consider that you enter another ice-cream shop another day. This time though, the AC is great, there’s special seating arrangement and peppy music to enjoy your scoop and the guy at the counter answers all your questions attentively with a smile on his face along with detailed information about each flavour. This shop has impressed you. What’s the end result? The next time, you will definitely opt to come back here again.

Customer experience is everything

The bottom line of this entire mind game was to make you realize the importance of keeping customers happy. Every business starts small. But if you are dreaming big, you can’t help but follow the right hand thumb rule of “Happy Customers means Happy business”

Here’s what the biggies say!

The challenge

Today when the world is taken over by digital boom, you can’t just sit there and hope for some magic to happen. With ‘n’ number of touch points for customers to get back to you, handling their queries and complaints can become next to impossible. And if you decide to not allow easy access, you are only hitting the hammer on your head. Even if you manage to take a note of all these queries, managing them with outdated manual techniques leads to delays in query resolution, making customers go mad at you.

Automating the entire customer service process looks like the only smart way out. What a customer service software or self-service portal does is, accumulates all your queries on a single platform, making query resolution easier and quicker. This software comes with email ticketing system andautomated ticket sharing system using which all queries are neatly classified and assigned to respective departments. The support ticket system helps you set an escalation matrix with a timer once a query is assigned to a customer service executive. In case it’s not resolved within the timeline set, the ticket will be automatically routed to the seniors for persual.

KAPTURE is one such platform that helps you do just this, here’s how

Analyze customer satisfaction index

Apart from automating processes, KAPTURE CRM is the perfect self-service portal which helps you generate over 300 reports based on customized parameters.  These reports will give you a clear idea as to which what type of complaints are affecting your business, average time taken to resolve queries and much more. The system also allows you to understand customer behavior by generating insights with an in-built customer survey software.

Lead Management Mobile App - Kapture CRM

LEAD MANAGEMENT : Kapture CRM

Designed with a completely automated lead processing system, Kapture CRM is an innovative way for handling incoming leads promptly and efficiently. You name it, we have it; the CRM comes with an inbuilt lead management software which offers everything you need to smoothen processes and fasten sales cycles.

Choosing the right Sales CRM becomes crucial for every budding business, read why.

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Document Management

Account Management

WorkFlow Management

Ticket Management

lead management software

INCREASE

LEAD CONVERSIONS

Kapture comes with an in-built lead management software for sales using which you can track every incoming lead.  In this cluttered market space where every customer is looking for a better option, tapping on to a potential lead can be the deciding factor to outdo your competitors.

There are two key aspects that decide the conversion of an incoming lead into customers.

Acquiring intelligence about the visitor requirements

Responding to the potential Lead

KAPTURE enables you to manage both these aspects of your business efficiently. Here’s how we do it, in a gist.

INTEGRATE AND STREAMLINE

MULTIPLE LEAD CHANNELS

When you have multiple lead sources, it’s challenging to find an optimal system for handling each lead. Unlike other lead management software, instead of dividing your attention, Kapture streamlines your acquired leads into a single lead pipeline. All your incoming leads are displayed on a single dashboard, along with their source information and time of acquirement.

To take a look at the channels and lead sources that Kapture can integrate with, click here

sales lead management software

lead management software for small business

INCREASE CONVERSIONS

WITH INTELLIGENT LEAD AUTOMATION AND PROCESSING

Kapture CRM is a unique lead management platform which tracks incoming leads across various lead channels -Print, SMS, Email, Social Media and search channels. The CRM collects in-depth information required to decide the ROI of each campaign including lead number, lead quality, conversion achieved and reach. It helps you take more informed marketing decisions in the future.

CLASSIFY AND ALLOCATE

LEADS EFFECTIVELY

When your lead conversion depends on your speed of response, bringing the right combination of lead analysis and speedy response is important. Kapture CRM automates sales processes based on specific algorithms by finding and prioritizing your core-customer behavior. The algorithm systematically classifies and labels the leads into ‘Hot – warm – cold’ category, based on their chances of conversion.

sales lead management software

lead management tools

FORMULATE

INTELLIGENT MARKETING STRATEGIES

Kapture is more than just another lead management software. With the CRM integration, you’re immediately updated with all-around customer profile information and his custom requirements. With an ability to learn about the client prospects, you can process and delegate the leads at the earliest. The CRM also helps you suggest added services based on CRM-recorded client behaviors.

Account Management Software - KaptureCRM

DOCUMENT MANAGEMENT : KaptureCRM

Acquire Safe and Multi-point Access to Your Documents
Kapture CRM is a completely cloud-based document management CRM which introduces you to a new way of managing your documents online. Now, you can upload all your documents to the cloud, making it instantly accessible across the entire organization with just a few clicks.

RELATED FEATURES :
Account Management
Workflow Management
Ticket Management
Lead Management
information handling by document management crm

The Kapture cloud infrastructure could be the only system to be deployed for handling and storing your entire organization’s data. The Cloud Information handling system brings greater flexibility and versatility to this otherwise tedious process. Now, you can avail the incoming leads, marketing insights, changing trends across the teams, anytime anywhere. With due authorization, anyone can view and update relevant documents without adieu.

SHARE
DATA OVER THE CLOUD
The document management CRM automates the information sharing process across your organizational verticals, and creates a well-defined direction for information flow. With Kapture sharing, teams can collaborate and work together to explore opportunities that wasn’t possible through traditional information handover. The management can also automate the level of information shared, without the risk of losing confidential data.

When an efficient information-flow defines the organization’s workflow, the cloud-based document management system could be the answer to your worries. The incoming leads from various streams would be instantly updated to the cloud database and assigned to the concerned sales member. With an online customer database, all the queries and complaints find its way to the concerned departments.

The Kapture cloud infrastructure is a secure vault for all your documents. You can keep the back-up for all relevant documents at the highly secure Cloud Servers. Now you can get over your woes of confidentiality and sharing critical information with the team. The cloud back-up secures your data against corruption due to employee misconduct or an external agency.

AVAIL ENTIRE DOCUMENT LIBRARY
THROUGH MOBILE ACCESS

Kapture is a document management CRM makes your documents accessible on a real time basis, as and when there’s a need… Whether your sales team wants to show marketing collaterals at the client’s place or access latest marketing ROI reports for meetings, the Cloud facility creates a unique capability of accessing your information database.

Sales Tracking Software - KaptureCRM

SALES TRACKING : KaptureCRM 

For every business, only one thing is more challenging than finding potential leads – converting them. A business looking forward to meet its best conversion ratio, sales tracking and management is one of the most critical steps in managing your leads. The organization needs to gain the ability to track, manage and accelerate the lead processing for maximum conversion.

Kapture CRM is an integrated sales tracking software whichdelivers a unified dashboard interface for managing every sales activity. The CRM tracking system records every stage and instance in your sales channel, acquiring better insights of your complex sales process.


Also, this Sales CRM platform eases the processing of acquired leads and helps in creating the best custom sales appeal to nurture the most profitable lead in sales processes. The CRM sales system also helps you process the acquired leads more efficiently. Here are the various applications of KAPTURE which enables you to track and manage leads with higher efficiency.
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Business Analytics
Email-Sms Based Escalation and Alert
Email-Sms Report
sales tracking crm software that manage your leads efficiently
DELEGATE,DIVIDE AND ATTEND
LEADS EFFICIENTLY
The sales tracking software ensures that you are handling your leads in the most efficient manner. The CRM receives each lead, streamlines the lead flow and presents the lead enquiry in the most easily understandable way. In this way, KAPTURE significantly cuts-down the time for processing and analyzing each lead.
CONCEIVE, TAILOR AND DELIVER
CUSTOM, SALES PITCHES

The CRM sales management gives an instant account of the requirement of each potential lead received. The In-depth information of the client requirements helps you assign the lead to the concerned department and in-turn come up with a custom pitch that attains client interest.
sales tracking software by kapture crm create custom sales pitches
crm sales tracking software by kapture crm optimize your sales channel
UNDERSTAND, ALIGN AND HERALD
YOUR SALES CHANNEL
Kapture comes with a sales tracking software which gives you the clarity of understanding of your sales channel. A better grasp of your sales channel helps you optimize your sales process according to the needs and requirements of your target audience.

You need not wait until the month-end or week-end to obtain performance reports. The CRM Sales Tracking Software accurately records the contribution of each sales executive and sales member. Now you can make changes to the team roles or shuffle responsibilities as early as it required.
crm sales tracking software that track contribution of each sales executive

Sales Tracking Software - Kapture CRM

   SALESTRACKING :Kapture CRM

Comprehensive Sales Tracking to Respond When it Matters

For every business, only one thing is more challenging than finding potential leads – converting them. A business looking forward to meet its best conversion ratio, sales tracking and management is one of the most critical steps in managing your leads. The organization needs to gain the ability to track, manage and accelerate the lead processing for maximum conversion.

Kapture CRM is an integrated sales tracking software whichdelivers a unified dashboard interface for managing every sales activity. The CRM tracking system records every stage and instance in your sales channel, acquiring better insights of your complex sales process.

Also, this Sales CRM platform eases the processing of acquired leads and helps in creating the best custom sales appeal to nurture the most profitable lead in sales processes. The CRM sales system also helps you process the acquired leads more efficiently. Here are the various applications of KAPTURE which enables you to track and manage leads with higher efficiency.

RELATED FEATURES

YOU MAY LIKE TO SEE

Business Analytics

Email-Sms Based Escalation and Alert

Email-Sms Report

sales tracking crm software that manage your leads efficiently

DELEGATE,DIVIDE AND ATTEND

LEADS EFFICIENTLY

The sales tracking software ensures that you are handling your leads in the most efficient manner. The CRM receives each lead, streamlines the lead flow and presents the lead enquiry in the most easily understandable way. In this way, KAPTURE significantly cuts-down the time for processing and analyzing each lead.

CONCEIVE, TAILOR AND DELIVER

CUSTOM, SALES PITCHES

The CRM sales management gives an instant account of the requirement of each potential lead received. The In-depth information of the client requirements helps you assign the lead to the concerned department and in-turn come up with a custom pitch that attains client interest.