Salesforce Marketing Cloud
JULY 10, 2023
Your customers can easily get the answers they need with knowledge base articles, which are informative help articles on your site. Service agents can also use knowledge base articles to solve customer problems and reduce their average handle time. What is a knowledge base article?
Spiralytics
APRIL 25, 2024
This is where you’d want to extend CRM use rather than keep it to store customer data. Surely, you’d use CRM basics to manage leads and track sales. But there’s much more you can do with CRM to drive customer retention. We have some tactics to share that help harness your CRM into a powerful customer retention engine.
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TrustRadius Marketing
OCTOBER 23, 2022
The hardest part of choosing a CRM is knowing what to look for and consider. It’s surprisingly easy to go through the whole selection process and buy the wrong software (many reviewers have said as much). Below, we explore all the main factors to consider in the decision-making process. What is a CRM?
Salesforce Marketing Cloud
JANUARY 23, 2024
Ideally this knowledge is available in a centralized digital library that agents, field service technicians, and customers can access from anywhere for fast, quality service. You likely have FAQs and knowledge base articles to guide your contact center agents and field service technicians, but how often is that information updated?
Sprout Social
JANUARY 10, 2024
In this article, we’ll provide a breakdown of a complaint management system and offer tips to improve your reputation managemen t processes. Complaint management is the process of handling customer complaints within an organization. Complaint management process What is a complaint management process, exactly?
Sprout Social
JANUARY 11, 2024
For example, most customer service tools track a range of customer service metrics like: The volume of queries received Response time Response rate Resolution rate Benchmarking these metrics can uncover opportunities to improve your service and optimize your customer service team’s processes. Will your software integrate with your CRM?
Salesforce Marketing Cloud
OCTOBER 19, 2023
When you automate processes in your contact center, your agents can work more efficiently and provide better support for customers with more complex issues. Interactive voice response (IVR) : Let IVR bots built on natural language processing engage callers and provide fast, personalized customer service.
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