Your sales representatives are probably the most reliable line of communication between your company and your customers. You can support this important business relationship with your customer relationship management (CRM) solution and a self-service portal.
Some of your customers are tech-savvy and some are not. Some customers prefer face-to-face meetings, while others only have time for an occasional phone call. Your customers may want to hear about a new product that is complementary to the ones they already order and others will stick with the same order or service each time it’s needed. Knowing what your customers want and how they prefer to be reached is important to providing the type of customer service that keeps them happy and coming back to your business. More importantly, it is not a ‘one size fits all’ approach. By adding CRM and a self-service portal, you can benefit both your sales team and your customers.
Many businesses use a CRM solution to capture the many important customer details that make it easier for the assigned sales representative, as well as the rest of the sales team, to quickly and easily access customer-specific information. Customers don’t like to be put on hold for very long and sometimes need answers on-the-spot. A CRM solution can help their assigned sales contact, or another representative when their contact is unavailable, respond faster to a customer question or need. Another way to help customers get what they need, when they need it, is to open a customer portal. A portal can be used to place an order, track order status or shipping, and create return authorizations, when needed. Customers can also gain access to reference materials or other information that they can use to answer their own questions about the products you offer. In addition, customers can ask questions or report a problem, in email, which triggers a case creation, and prompt response from your customer service team. A CRM solution with a self-service portal makes it easier for customers in different time zones to reach you at their convenience.
Your sales team can get to know your customers better, provide even better customer service, and strengthen communication with customers by using a CRM solution and customer portal. Contact Kraft Enterprise Systems, LLC for more information about getting to know your customers better with a CRM solution that works with self-service customer portals.
By Kraft Enterprise Systems, LLC, a NetSuite Solution Provider out of Tennessee