No one wants to wait for anything anymore. It’s a busy time during the work day and anyone wasting your time wanting to provide you with value added services to a purchase you met may not always find you in the mood to talk to them. Uncalled for contact from CRM teams can actually have the reverse effect from the one desired. So instead of the customer being happy to be pampered you might have an irate and frustrated person to deal with. We all remember those calls that interrupt up bang in the middle of an important meeting, don’t we?
Self Service may have a Function beyond Restaurants.
That Customer Relationship Management is important is beyond debate, the debate is on what is the best way to provide the most efficient CRM to the customer base of a given company. A new concept of Customer Relationship Management is called Self Service CRM. In this the customer is provided with tools on the internet to make his own choices and get the support that he truly needs. This saves the companies from having to second guess what services are valued and how they should approach the customer. Not to mention tons of money spent in calling people who do not wish to take your calls. Thus all you have to look after is web contact management. The customer does the rest.
Getting the Trial on road is Essential before you Commit to a Major Change.
In web based CRM the Customer Service and Support functions get automated to a phenomenal degree. All that the company has to do is make sure that the website is maintained properly and that no bugs are in the system. Web based contact management software can be bought readymade off the net. For any small business which is just beginning to dabble in the CRM online concept, this would be a good way to check how compatible a practise it is with their business needs. Or you can have customized software designed specifically for the needs of your business. Any firm handling general CRM software should be able to handle the request for non generic and customized software. This is what the larger businesses tend to do all the time.
What can the Customer do in Self Service CRM?
There are a number of things that you can put forth to the customer using automated software. Any common problems faced can be handled by FAQs. And if possible you can have online CRM teams available to chat with customers who actually need help and are calling in. The company can declare campaigns on the website and those who are interested will fill in forms and give you sales leads. You can also offer discounts on parallel sales to existing customers which are non intrusive and may just get you better sales figures. The possibilities are endless. It is just a matter of finding out what works well with your customer base and then offering it to them in such a way that they can help themselves whenever they want to.