CRM software enables you to get a 360-degree view of your customer, which you can then use to create highly customized offers based on their interests, purchase history and more. After detailing how this type of software can improve your customer service and support departments, let’s take a look at how you can use CRM software to improve the whole customer experience.
Make your company stand out by giving the best customer experience
According to recent studies, 86% of buyers will pay more for a better customer experience. And by 2020, customer experience will overtake price and product as the key brand differentiator. How do you get the best experience? By listening to the customer and helping him whenever he is in need, of course.
Let's see where the CRM software comes in handy.
1. Keep in touch with your customers at all times
You can’t offer the greatest customer experience without offering ongoing and meaningful communication. Kevin Stirtz, the author of ‘More Loyal Customers’ mentioned in his book that “Every contact we have with a customer influences their decision as to whether or not they’ll come back. We have to be great every time or we’ll lose them.”
And in this area a CRM system can be of great help, as it is increasingly used as a customer loyalty enhancement tool.
So, how can you make sure that your customers stay satisfied and loyal?
The answer is by taking this simple measure: keeping a tight relationship.
A CRM system contains a wide range of information about your customers and how they interact with your business – including past activities, conversations and purchases.
Use the data in the system to keep your existing customers updated with company news, offers, sales campaigns, or other initiatives. CRM software also allows you to segment the customers and address the right audience with the right message, instead of sending them all the same type of information.
2. Listening to your customers’ needs
That’s a no brainer. Customers nowadays tend to be a lot more opinionated and they also assert their likes and dislikes, sharing opinions and information about products through various communication channels, such as social media. So, if you really want to offer top services and do good business, you need to start listening what the customer has to say!
One way of doing this is by asking your customers for their opinion. Send them a survey through email marketing and ask them what they think of your products, services, and what can you do to make their experience better. In this way, you will show them that you care – and that’s exactly how you keep your customers happy!
3. Creating more significant relationships
It's pretty obvious that a CRM should do just that, considering it stands for Customer Relationship Management.
One way you can start creating a unique relationship with a customer is through personalizing your communication.
Customers can contact your company through a variety of channels, including email, phone and website. They can also contact you through different departments, such as sales, marketing and customer service.
CRM software captures all of these conversations over time, regardless of the channel or department they occur in – giving you and your entire company access to the same information. That’s a lot of useful information!
You can use this information to give the customer a unique experience by addressing him by his name, or when he calls, knowing exactly what the issue is without having to ask him to repeat himself.
By personalizing your communication, you will see how your customers’ perception of your company starts to improve.
4. Offering what customers really want
Customers today have several options.
In order to win them over, you need to proactively offer them a relevant product or service.
A CRM software gives you knowledge of what your customers need by telling you what products or services they’re interested in, have asked for or have already bought. You also know what problems they have had before, and whether they were happy with the solutions you offered them.
In other words, a history of your customer interaction recorded in a CRM system helps you offer your customers what they really want, not what you think they want.
With the help of CRM, you can also offer your customers to sign up for updates, as well as opt in or out of messages or activities, which is very important for being compliant with GDPR.
5. Providing attentive customer support
A unique customer experience also means that you offer help and support to your customers how and when they need it.
Remember that today's Customer prefers online communication when it comes to solving their problems and handling their complaints. It's faster and improving it should become one of your primary goals.
The Helpdesk feature of Zimplu CRM helps you ensure that no customer inquiry is lost, as each request is logged into a central system that can be accessed online. Once a customer sends in a request, you can set up the system to automatically send an email to inform the customer you have received it.
This email can include a tracking number, information about the received inquiry and even suggest helpful FAQs and where other self-help resources, such as a knowledge base, can be found. This way, all customer requests receive attention and don’t disappear into the unknown.
6. Responding quickly to requests
When Customer 2.0 has a question, he wants an immediate response. There’s no time in today’s fast world for delay. If you don’t respond in a timely manner, you risk losing him!
Given their impatience, you would think that companies would respond quickly to customer requests. Yet, we found this to be quite the contrary in our very own Customer Service Benchmark Report.
For example, we found that 62% of surveyed companies didn’t respond to customer support emails at all!
Furthermore, the average response time is more than 12 hours.
With CRM software, you can speed up your responses to customer inquiries by using ready-made email templates. With pre-made templates, you can answer the most frequently asked questions quickly by selecting the template from a knowledge base.
Another benefit of using templates is that each email is consistent with your brand and tone of voice.
7. Keeping up with the customer needs
Today’s customers demand not only to be listened to, but they also want to be responded to on their terms, not yours. This means that you will have to connect with your customers at a time, place and in the form that they choose!
Since the customer has online access to so many competing offers, you need to increase the speed at which you can present your own offers. Otherwise, you risk losing deals.
And one way of speeding up your responses to clients is by using a CRM software.
Many times we get to see how success or failure is determined by the simple fact of being able to access all customer information and offering a suitable product is very important.
Mobile CRM allows you to provide a better customer experience by being able to instantly offer the latest information on the products, deals and contracts, as well as to quickly answer customer questions – whether you’re in the office or out on the road – so you never have to keep your customers waiting.
In addition, Mobile CRM helps you to follow up on leads and opportunities at the right time – so there’s no need to wait until your colleague returns to his office.
In today’s technology dominated world, customers demand and expect a whole new level of attention. And they expect you to do business with them on their terms constantly catering to their wants and needs, in the fastest way possible.
CRM software helps you to do all of this.
With CRM, you can create a full 360-degree view of your customer regardless of who in your company is talking to the customer. It also gives you the chance to personalize your communication, offer relevant content and service, and respond quickly to their requests ensuring that no question goes unanswered – all with a smile and friendly tone.
All of these are going to guarantee you offer a great customer experience.