As consumers, we know quite well the frustration of poor customer service. Most of us have had many agonizing experiences dealing with a business that simply has no idea how to deal with their customers. If the experience was poor enough, it’s likely you didn’t do business with them again.
It’s crucial that business owners know how important it is to provide a satisfying customer experience or risk losing sales. According to Accenture, 61 percent of customers worldwide switched companies due to poor service in 2017. Another staggering statistic is that poor customer service is costing businesses more than $75 billion a year! It’s undeniable that good customer service is integral to business success.
So how can you ensure your customer service efforts are optimized for better sales?
You need to make sure your sales and service teams are working together. When a customer calls with a service issue, the support agent needs to know all of their customer details, interaction history, and so on. They need access to the sales record to view important details in order to give each customer an individualized and more positive experience.
Alternatively, a salesperson should know if and when the customer is having a service issue. This will give them more insight into a customers’ specific needs, and help them make more personalized sales efforts.
What’s the best way for your sales and service teams to work together?
A CRM (customer relationship management) platform is the perfect tool for aligning sales and service efforts. By centralizing your sales and service data, your sales reps and customer support agents can access the same data and be up to date with all actions related to a specific deal or customer.
This will prevent your customers from having to jump through hoops and have their issue resolved easily and swifty.
Benefits of a CRM for sales and service team collaboration:
1. Data visibility between teams
All data in the CRM is centralized so all users can view the information they need to perform better sales and service transactions.
2. Managing cross team tasks
Task management in the CRM makes it easier for teams to know which steps to take next.
3. Access to current data from any location
With a cloud based CRM, users can access sales and customer data from any device with browsing capabilities and an internet connection.
4. Viewing customer correspondence
Email integration allows all correspondence to be viewed in the CRM so users can stay up to date with the most current details of a deal or customer interaction.
In order to give your customers an excellent experience with your business, you need to streamline your sales and service operations. A CRM is an easy and affordable way to reach this goal.