We all know the motto of every business – “Customer is king.”
With almost 68% of consumers willing to pay more for products and services that offer good customer service, it is a no-brainer why this is a highly emphasized concept in today’s businesses.
Today, with each business duking it out with its competitors and for the customer, having the power of choosing from hundreds of options, customer service can make a big difference in attracting, retaining, and maintaining those potential clients.
But ensuring that your customers are happy can quickly overwhelm you if you are ill-prepared.
Here’s where CRMs can play a significant role in helping your business.
But wait a minute. What’s a CRM?
A CRM or Customer Relationship Management Software helps businesses with everything they need to do to manage solid and long-term relationships with their buyers. They help track all communications, nurture relationships with your prospects, and replace any multitude of spreadsheets or databases that your business may have to keep track of clients and leads.
Now that you know a little about CRMs, here are ways they can help improve your customer service –
Using CRM marketing automation features, you can offer quick responses to customers.
Stats show that 90% of customers expect an immediate response as necessary when they have customer service.
1. Immediate Responses –
Put yourself in your client’s shoes. Imagine having endless meetings, and work to be completed, and you are stuck at an essential point because the product you have purchased has some issues. Now, you email that product’s company, but you get no response, even after waiting for half a day.
Sounds frustrating, right? Even if you receive even one email at that time, you will know that it will be solved soon and put half your worries at ease.
2. Understand the wants and needs –
By immediately responding to a customer, you assure them that you have received their request and are working to solve it. This will let them know that you are working on it and will have one less thing to worry about.
CRMs help store and collect information from various sources about your customers. By using high-end analytics, you can determine which of your customers love the product, which want certain features and processes to change, and which want something else.
For example, let us say your client spends much time in a particular step while operating your CRM. You can then fix or simplify it for them so they can run more smoothly.
The new-age customers love sharing their opinions. You can send surveys through your marketing campaigns, record all their responses automatically, and easily understand the customer’s needs and wants.
Using CRMs, you can also know what your customers have bought, their problems, how satisfied they are, and how engaged they are with your company. CRMs can differentiate what your customers really want, not what you think they want.
3. Personalize Relationships –
No matter what channel your customer might try and contact your company from, a good CRM can capture those requests from all these channels and direct them to the people in charge.
Tracking all information from the same customer from different channels makes handling the client easier. One more thing that a CRM can do is personalize communications.
For example, we get so many emails with a ‘Hey there’ or ‘Hello.’ A CRM can send more personalized emails like ‘Hi’ followed by the client’s name, making it more personalized.
Each customer is different. If you know each customer’s unique problems, you can focus on building a solution that fits them the best. Knowing who the customer is when they call or automatically fixing issues before they are stressed can bring them closer to your brand. This simple gesture or a personalized touch can help you increase your customer’s lifetime value.
4. Know your customers –
Finally, and probably the most critical part of using CRMs, is that you know your customers. It is easy for different salespeople to provide the same levels of service even though they might not know the customer personally.
Many times, what happens in businesses is that a stand-in salesperson might need to learn the entire background of the customers. This can be frustrating for a client who must repeatedly explain their history with your brand. Since CRMs store all relevant information, salespeople can clearly understand the client’s history and previous conversations with other salespeople and take conversations further, thus ensuring a seamless transition for the customer.
Knowing your customer also gives you many opportunities to upsell and cross-sell. Providing your customer additional solutions to other problems also increases your revenue, making it a win-win situation!
Now that you know how CRMs can help you, you can use your existing ones to boost your customer service, increase their lifetime value, and help your business grow.
