Your customer service team exists for one key reason: to create an amazing customer experience. Customers have higher expectations of service than ever before. A great CRM system is a vital way of supporting your customer service team to provide that next level of service that keeps your clients coming back, time after time. Here’s why.
Great customer experience is vital – and they’re willing to pay more for it
Because customers value the service they receive so highly, they’re willing to pay more for the same products and services if their customer experience meets their expectations. 68% of customers will pay more if the company has a strong customer service record – but it doesn’t stop there. Of this 68%, around half were willing to pay up to 10% more, and just over 12% of them were willing to pay over 20% more if they were receiving outstanding service. Implementing a CRM system is how you take your customer experience to the standard that these customers are looking for.
Provide consistent customer support
Here’s what your customers don’t want to do; have to repeat their story. Again. Again. And Again. They want a consistent service regardless of who they’ve spoken to within your organisation. They also don’t want conflicting answers if they end up speaking to different representatives. They want answers that they can trust. The right CRM system dynamically guides your team to take the right actions, providing relevant information when they need it, and document their client interaction so that other team members won’t be asking your customers to start from the beginning.
Engage with customers, how and when customers want to
The traditional 9am – 5pm, Monday – Friday no longer fits the bill. Customers want, and indeed expect, to be able to contact you on their terms. That means both at the time and through the channel that works best for them. Your CRM system should make it easy for customers to find the answers they’re looking for through self-service, community or social channels, and then if necessary, route cases to the right team member to help. Using AI to support your customer service team means you have smart service bots that create the flexibility your customers want; they’re always available.
Create a unique and personal relationship
Integral to delivering outstanding service is ensuring your customers never feel like a number. The best service makes customers feel like an individual and that they’re getting a personalised service. Using a CRM system gives your team a personalised view of each customer, and their journey with you; it allows them to be proactive and anticipate what your customers might need. It can provide great cross-selling or up-selling opportunities that are relevant and useful, as well as providing further insights for your customer service team.
It’s more cost effective to keep your existing clients happy than it is to find new ones; investing in a great CRM system is vital to not only keep your existing customers happy, but make sure they’re so happy that they’ll tell everyone else about how great you are.
Contact our team to find out more about how the right CRM system can revolutionise your customer service and grow your business.