With each passing customer interaction, the helpdesk and support teams gain additional knowledge about customers and their interaction with your products and services. Using a CRM solution gives you the ability to capture this valuable data. This information can not only be used by the support team, but as it builds up a richer customer profile this means it can also be used by the sales and marketing departments when directing future campaigns and pitching sales.

Using this data to report on customer queries also means you can start to anticipate future enquiries, working out which customers, services or products are likely to generate the most support issues. Just some of the benefits of this incident tracking include being able to pre-empt when your support desk is most liable to be busy, and to predict which type of enquiries come in.

One key result of this is saving time and therefore money in the Helpdesk department as well as increasing customer satisfaction. A further way in which your Helpdesk becomes an interactive tool and even a selling point comes when you have established a Knowledgebase – the place where your FAQ are held online. This effectively becomes your self-service helpdesk, as you build up the knowledge and provide answers that are available 24/7 to the questions your customers are likely to ask.

Sales Pitch: At OpenCRM we have a commitment to supporting our customers and ensuring they get exactly what they need from their CRM solution. Our in-house support team receives on-going training to keep up with development and ensure they are knowledgeable in all areas of OpenCRM. Please click on the following link to find out more about the levels of support we currently offer: http://opencrm.co.uk/plans-a-pricing/support-options.html

The Helpdesk module within OpenCRM offers our customers all the tools they need to run a successful support department and offer their client base a high level customer experience. To find out more please click on this link http://opencrm.co.uk/features/helpdesk.html

It happens in the best of businesses and services – an unsatisfied customer turns up.  Yet given the current climate you can’t really afford to ignore the unhappy customer. The reason for their dissatisfaction is irrelevant – if you don’t do something you are going to lose business.

Here’s the good news – your CRM solution provides you with a multitude of tools to identify and analyse the problem areas and then to help you provide long-term solutions. What’s more this applies not only to vocal dissatisfaction – those calling your helpdesk and service line – but also the silent customers who may be scaling back their business with you.

Using reports you can analyse sales patterns, and identify when regular customers are buying your products or services less frequently. When you have established this you can then set the mechanisms in place to put a smile back on the customer’s face – a promotional offer or even a greetings card – working on regaining that regular business.

Your Helpdesk is the vital key to general problems. Firstly the fact that it is there and is implemented correctly gives the customer the reassurance that care continues beyond the sales stage. That way even if a problem arises, the client knows the issue will be dealt with in a professional and friendly way.

Using Helpdesk reporting you are also able to identify any recurring issues. This gives you the means to take corrective measures before a problem becomes widespread and has a negative effect on your customer loyalty. As your CRM system gives your entire organisation a 360 degree view of records, your sales personnel can also be made aware of resolved issues, and can take necessary steps to regain customer faith and business.

Sales Pitch: With OpenCRM you can deal with all manner of customer queries and issues as well as pre-empt future problems, with your whole organisation from marketing to sales to helpdesk aware of issues and equipped to deal with them. Turn those complaints into compliments by resolving potential trouble-spots before your clients even notice them.