Customer Service
This page looks at how ProspectSoft CRM allows you to log and track customer problems and issues - improving customer retention and re-spend.
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ProspectSoft CRM manages both pre and post-sales customer service and support; to manage, analyse and report on customer queries. So, whether you need to manage a full help desk or a team of engineers out on the road, ProspectSoft's customer service functionality can help.
Customer service problems or issues can be logged quickly and easily in the CRM system, with details about problem type, status, and any number of user defined categories to help diagnose problems as quickly as possible.
Issue Logging & Tracking
Customer issues (these may be problems or calls for example) can be logged within the CRM system, against a particular contact, lead, customer service contract or even piece of equipment. Problems can be diagnosed using a user-defined problem analysis matrix to help pinpoint problems, then assigned or escalated to an appropriate person for resolution.
Full contact details are stored against the contact, along with a full log of contact interactions
Solution Knowledgebase
ProspectSoft CRM allows users to build up a searchable library of solutions to previously resolved support issues (the Infobase), giving your support team immediate access to a comprehensive list of past solutions. This can be especially useful on customer support or helpdesks where symptoms can be logged in the CRM system.
The library is easily updated whenever a new solution to an issue if found, simply by ticking a box.
Reporting and Analysis
All interactions that are logged in the system can be reported on. This allows managment to quickly and easily view information however they like, for example by average time taken to resolve customer problems, problems by type, unresolved problems etc.
Automatic alerts can also be set up so that managment are alerted when, for example, a high value customer calls in with a problem or when a problem is open for more than two days.
Find out more about ProspectSoft Automatic Alerting.
Online Problem Tracking
For 24/7 customer support, almost all the customer service functionality described here can be extended online to your website, removing the need for your support team to deal with common problems and queries.
Customers can - through a secure online portal, log new problems, view problem status, and search your problem knowledgebase.
Find out more about online customer service.
To find out more about our Customer Service solutions and request a demonstration, call 01494 486301.
Further Details
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If you have any questions either call us directly on 01494 486301 or email sales@prospectsoft.com.
