Improve Customer Service With The Right CRM

Customer service can be greatly improved by a good and accurate CRM. Having contact details and records of previous communications with customers readily at hand allows you to be more helpful, much faster. 

Improve Customer Service With The Right CRM - Sharyn Munro Virtual Assistance

If you’re looking for a CRM to help improve customer service in your business, here are some things to look for:

Scalability

Can the CRM grow with your business?

While it’s not impossible to upgrade to a new CRM as your business needs change. It’s  certainly not something you want to do unless it’s absolutely necessary.  A far better option is to find a CRM that has modules or customisation you can add if they become useful.  So look for a CRM that is easy to customise and has modules that cover everything you’re likely to want to use it for in future.

Portability

Is there an app? Does it allow you to provide excellent customer service when you’re out of the office?

If you’re often out of the office for any reason, it’s useful to have your customer information at your fingertips.  The easier it is to have access to that data, the better the level of service you can provide. There are other benefits as well. For example, the mobile phone app for my CRM prompts me to record all calls from clients. So I’m reminded every time someone calls me to make a quick note about the conversation. It’s much easier than waiting until I’m back in the office and hoping I remember all the details.

Security

Where is your data stored?

You are responsible for any client data that you store. If your CRM stores data offshore, be aware that may involve different security & privacy standards to those in Australia.  It’s also a good idea to think carefully about the information you do keep. While it’s tempting to store everything you know about a client – is it necessary?

Suitability

Does it do everything you need it to do? Is it too complicated for your business?

If you want your CRM to work for you and help you provide better customer service, you need to be able to use it properly. It shouldn’t be too complicated, but should have all the functions you need it to have.  Find the balance between so complicated you don’t use it, and so simple it has a minimum of fields to be entered. Bear in mind that often the available fields in a CRM are customisable so you can delete things you don’t need then add them later if a need arises.