The way customer interactions take place is in a constant state of change.  A customer may now want to talk to you face to face, or on the phone, via live chat, email, on the comments section of your site, on your twitter page or on any of your social media platforms. As well as the means of communication the tools being used are also expanding - do you want to use your smartphone, tablet, pc, softphone or even the telephone...

Despite the ever growing methods of communication available one fact remains where it always was – customers want a quick reply to their enquiries with the minimum of fuss.

A CRM solution can help both customer and support agents take steps to reduce the resolution time. Whether taking a support call, dealing with a helpdesk ticket or communicating via livechat, your CRM solution has the ability to house a rich library of information on your client. As well as basic details the historical data archived on the customer record can include details such purchase and incident history. You can quickly identify issues which have arisen in the past – either generally with a product or other areas specific to that customer’s account, and doing so means you can have a resolution strategy close to hand. You can also specify the customer’s preferred platform of communication – you’ll know which customer prefers a phone call and which would rather be reached via email.

Regardless of time of day, tools used or nature of the enquiry, a CRM solution gives you the ability to deal with customer enquiries quickly and easily keeping your track record on target and ensuring customer satisfaction levels remain as high as can be.

Sales Pitch: OpenCRM’s ondemand solution gives you a 360 degree overview of the customer meaning your helpdesk is fully connected across all departments giving you including full historical information and helping you to build up a complete picture of interactions in a single and comprehensive view.