In the current modern era, customers are empowered because they can use different modes of communication like email, instant messaging, video conferencing etc. When one mode of communication fails to yield the desired result the customers switch to another one. As the result, only 25% of the customers stick to their first mode of communication. When one technique to commune fails its purpose, it results in the loss of customers, as they switch to different vendors who are offering same products with better help centre.
Vtiger7 CRM provides another hallmark to serve optimal solutions for the cross channel communication of the customers. The customers can start the process of liaison through one channel and can continue the same conversations using some other media.
The whole process to overcome customers’ cross-channel communication using Vtiger7 is simple yet very effective. It consists of three steps which are as follow:
Connect to the customer using his/her channel of preference
Everyone has a different personality, so the choices made by every customer to converse are not identical either. Some customers prefer social media for communication while on the other hand some prefer phone calls. Vtiger7 allows access to use any kind of communication channel with the customers. The information about the customers is recorded despite of the fact whichever mean is opted by the customer and this can be done only by few clicks of your customer support team.
Vtiger7 Touch-points allow to keep a record of the communication regardless of communication channel and time
When a customer interacts with the company, he/she may be using different communication pathways but to them it is a single conversation process. Here comes the Vtiger7’s feature of Touch-points, it allows to view all the interactions between you and your client weather it’s being done via phone calls, emails, social media etc.
Create customer value by doing the job on time
About 70% of the people contact customer services through the quick response. Vtiger7 is useful in this aspect too. It provides the feature of service level agreements, which helps in deterring the case response and problem resolution time span between the customer and you. Management team will receive the alert messages before a case exceeds its SLA.
Take a free trial of Vtiger7 and enjoy its SLA feature to make your customers happy and satisfied. Because we value your satisfaction more than anything.