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
