SugarCRM

MAY 23, 2023

So, without further ado, let’s jump into the core service and support features that your CRM needs: 1. Case Management When customers get in touch with your company for an issue, a CRM must be able to open a case. CRMs usually have dedicated modules for cases where strong workflow capabilities are deployed.

CRM 26

CRM Case Management Omnichannel Sales 26

Comm100

JANUARY 5, 2022

Over the years, SaaS developers have worked with businesses to increase the efficacy and security of this vital customer service channel: most of today’s live chat providers offer some level of password protection and data encryption to help companies manage sensitive data. Custom routing . High security standards .

Government 76

Government CRM Omnichannel Case Management 76

Logicalware

MARCH 28, 2022

Virtually all mobile phones alert users when they receive a new SMS, meaning your messages are likely to be read quickly by customers and you’ll receive a prompt response if you ask for one. Here are three more reasons why SMS should be part of your customer service. It’s simple and direct. SMS is also very flexible.

Customer Experience 98

Customer Experience Social Media Engineering Case Management 98

Logicalware

SEPTEMBER 8, 2021

“The contact centre is integrated with our CRM system so that we can view the CRM profile of the customer who is calling. It is also integrated with our case management system, which automatically sets up a case. As a result, the support organisation can conclude the case just like that.

CRM 97

CRM Case Management Sales Customer Experience 97

Execs In The Know

MARCH 22, 2023

Lisa Oswald Senior Vice President & Global Head of Customer Service Pg. 59 LOYALTY How is your organization identifying and tackling common pain points for customers? Brigitte Bailey Director, Customer Experience and Solutions Pg.

CX 52

CX Contact Center Start-ups Education 52

SurveySensum

NOVEMBER 11, 2021

360-degree solution for customer professionals. Good customer service. Data Management. Other features : CX Strategy & Design, Survey & Data Collection, Action & Case Management, Dashboard & Reporting, Text & Advanced Analytics. Digital-first Omnichannel Feedback. Easy to use.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

SugarCRM

OCTOBER 27, 2022

That’s why we decided to sit down and craft this post to help recap the events that have taken place to ensure our community and customers who could not make it still have access to the announcements, keynotes, and overall highlights of the event! Adrian Swinscoe is a best-selling author on customer service, experience, and engagement.

B2B 26

B2B E-commerce CRM CX 26

Logicalware

NOVEMBER 5, 2021

Ticketing systems help customer service teams to manage, prioritise and track customer requests. They are commonly used in contact centres and by help desks that receive high volumes of customer enquiries every day. Multiple agents can also collaborate on the same case without confusion.

Case Management 89

Case Management Outlook Social Media Omnichannel 89

SurveySensum

APRIL 21, 2023

Customer reviews offer valuable insights into a product’s pros, cons, and evolution. Poor customer service Customer support is a crucial factor that builds brand trust among customers. SurveySparrow Surveysparrow is a complete omnichannel experience management platform.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Educating on self-service results in a better customer experience.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561