A customer relationship information system can be an invaluable tool in helping your business to provide exceptional customer service. But much like a Swiss Army knife, such an instrument should have all of the right features in order to be of true use to you. This article will outline the features that good customer information systems should have, so that you can ensure your investment will pay off for you in the end.
Call Activity and Monitoring
In order to properly monitor and manage your business's relationships with your customers, you need to be able to monitor customers' phone calls. In order to do so, your system should have call recording and playback, so that you can listen to past phone calls. You should also be able to listen in on live phone calls and intervene if your support is needed in order to provide better customer service. These kinds of features help to ensure that every call a customer makes to your company results in a positive experience.
Reports and Performance Management
It's hard to monitor customer relationships without reports. All good customer relationship information systems should have a dashboard that updates in real time to provide you with the most recent numbers regarding customer phone calls. This can include information like number of phone calls that came in that day, the average duration of each call, and customer survey results, if your customers are asked to complete a survey over the phone. These numbers will help you keep an eye on customer satisfaction so that you can address any issues that may pop up.
Integration with CRM
Finally, your customer relationship information system should fully integrate with whatever customer relationship management software (CRM) you use, whether that be Salesforce, Infusionsoft, SugarCRM, ZOHO, or another piece of technology. This type of integration makes it easy to attach notes about phone calls to relevant customer profiles so that you can potentially turn an upset client into a lifelong customer.
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