Own the Customer Experience with BrandHub
In an increasingly experience-driven economy customers look for companies that they can connect with, and that deliver a great experience. The entire customer experience is shaped by the specific engagements that they share with the company and faring well at every point of contact is critical to positive perception.
Clients engage with us for a variety of reasons during the sales process and by anticipating these engagement requirements and providing a framework that facilitates client need fulfillment professionally and expediently we enhance the customer experience and build loyalty.
The more we know about our customers, the better we will be able to provide them with positive experiences. Everything that they do, and every interaction that they have with our organisation needs to be identified, documented, and recorded. To do this, we need to move beyond the sticky-notes and disorganised filing cabinets and utilise organisational technology that not only accurately quantifies and categorises data for easy future reference, but also makes that data available across departments.
CRM allows us to store a vast list of customers and any important information regarding them. Access to their file is convenient due to the cloud, so no matter who it is that is helping the customer in question, they will have the same actionable data instantly available. This results in less wasted time for clients and employees.
It is possible for any employee to provide the same high level of service, by having access to the same customer data. Clients may have a single, main point of contact, but there is a good chance that at some point that contact may not be available, and the client will be forced to have to work with someone new. When that happens, many customers face the unhappy prospect of having to ‘start fresh’ with someone who does not understand their own unique preferences and issues.
CRM does away with this concern, by making detailed customer information communicable to whomever might need it. As such, it will not matter who it is that is currently assisting the client, because they will be working from the same information. And given that CRM is cloud-based and accessible from any device, the communication benefits of mobile CRM are not limited to the office but can be leveraged in the field as well.
Taking care of problems quickly and efficiently is a show of respect for our client’s time. With CRM, as soon as a customer contacts the company, a representative will be able to retrieve all available activity concerning past purchases, preferences, and anything else that might assist them in finding a solution. Should a solution not be readily apparent, then bringing in other representatives in on the issue is simple and manageable.
Along with the surface details of any sale, there are hundreds of smaller tasks that must be completed for everything to function properly. Forms need to be filled out, reports need to be sent, legal issues need to be addressed—these ancillary chores are a time consuming, yet vital aspect of the sales process.
By automating all the mundane tasks, representatives will be able to focus more of their efforts towards resolving client needs and driving sales, while the automated CRM system takes care of the details.
Automatically stored communication allows you to view emails, calendar, and phone call details in one easily accessible place. Sales, marketing, and customer service teams can share valuable information about clients to continue to funnel them down the pipeline to get the desired result of closing a sale, knowledge of new products, or excellent customer service. Every department can now tag team to get the right information to the right individual.
Information storage in one place leads to improved analyses of the data as a whole. Automatically generated reports help to maximise your time, while personalised dashboard views help to quickly locate information needed, such as customer information, sales goals, and performance reports.
Customers build their orders through an intuitive process that offers complete product customisation through optional product attributes and variables. The client builds their order, submits it, and then manages fulfillment live in their client account.
Access to the knowledge base offers application information and resources to ensure that clients can make informed procurement decisions. Multimedia content is readily available while product information requests are delivered to the account download section.
Events & Projects
Manage and coordinate schedules, timelines, and other interactions transparently within a central framework. Full project management offers seamless interaction between company, client, and other 3rd parties for bigger projects.
Customer email is shared centrally amongst support staff in the CRM interface ensuring that all the relevant information is at hand for quick client issue resolution.
Chat & Message
Messages and chats are facilitated in real time in the client zone, with documents and information being made available centrally within a ticketed system.
General telephonic interaction can also be recorded and archived offering reference to conversations for specific clients, or during specific periods when required.