Providing good after-sales service is one of the most important principles of success in any business. Basically, there are many customers who choose a business because of the quality of service and support, not just because of the quality or price of the product itself. The importance of product and service warranties is also a clear manifestation of this issue.
Providing good after-sales service is more effective than directly attracting customers, in retaining customers and increasing their conversion rate to loyal customers. Therefore, if you want to keep your customers happy and retain them, the quality of your service must be high. Remember that satisfied customers are your greatest asset that can attract more customers.
Customer Relationship Management (CRM) software is a tool that can help you improve your service delivery. Microsoft Dynamics 365, as one of the best CRM software in the world, has significant advantages in increasing the quality of your after-sales service. The things that Microsoft Dynamics Kian Pardaz Hooshmand does for you are:
Increase the speed of response to customers
CRM software is primarily designed to optimize your communication with customers through various channels. Apart from sales and marketing, one of the most important communication channels is the support and service department. CRM software provides a systematic database of customer data to the service and support department staff. When you use CRM software systems, customer data and information are recorded in separate files in the company’s comprehensive system. Hence, service and support staff can communicate with customers more easily.
By implementing the comprehensive Microsoft Dynamics CRM software, all customer information, including name, address, job, history of all interactions and transactions, complaint registration history, subject of complaints, common requests and a summary of all their information that is relevant to you, are recorded in a separate file. Hence, when a customer contacts your company in any way, your expert has instant access to all their information.
Quick access to his information, awareness of the common problems of this customer, and recognition of common problems with the product or service offered, increases the speed of the expert in responding to the customer. This increase in speed of response makes the customer achieve his desires faster and feel that your company values and respects him. This increases his satisfaction even more.
Additionally, Microsoft Dynamics software can eliminate many repetitive processes and save time for both the specialist and the customer. For example, when contacting support, the customer no longer needs to explain what product or service they received.
Recording the history of customer interactions and transactions
Using Microsoft Dynamics 365, a customer service representative can access a customer’s case at the moment of a call and see a history of all their interactions and transactions. They can see what products or services the customer has purchased recently and in the past, what products they usually buy, whether they have ever filed a complaint in any way, what problems they usually encounter, and so on.
Systematic awareness of this data helps your expert to better, more easily and of course faster, deal with customer problems and requests. It also makes it easier to diagnose the problem and improves the speed of its resolution.
Marketing and sales assistance
In addition to providing valuable data to sales and marketing experts, service and support experts also indirectly help increase your company’s sales and profitability. We have always emphasized that satisfied customers are your greatest assets. These are the people who, in addition to directly benefiting the company, can also attract more customers. Usually, the chances of people who are introduced to the company by your satisfied customers becoming loyal are very high.
In addition, the quality of service and support itself will increase customer satisfaction and increase the likelihood that they will become your regular and loyal customers.
Sharing customer data with other teams
The reality is that customers talk to support and service teams more than any other team. Their interactions with support experts can provide valuable information about their needs and preferences. Support experts can record new information they learn from the customer in their public file, which is instantly available to all relevant employees.
By looking at the data that service experts record of common customer needs and desires, experts in sales, marketing, and management departments can better track their customers’ market needs and desires and take steps to meet them. Recording valuable data by service and support experts indirectly increases the company’s sales and profitability.
Helping to build brand identity
Using integrated CRM systems like Microsoft Dynamics Kian Pardaz Smart helps you to always be available to your customers. It is very important to respond quickly to your customers’ calls, emails, tickets or messages. The customer should always feel that you are there to take care of their needs.
This constant presence makes the customer trust you and your collection find an independent individual identity for them. Someone who knows them well, is available to them and responds to their needs. Creating this feeling in the customer is the greatest achievement that any brand can achieve.
This is especially important for online businesses where customers can’t directly interact with anyone in person. Customers generally have a hard time trusting online businesses because they’re not sure who they’re dealing with and therefore never know if their money is safe. That’s why it’s so important to earn their trust. When a customer pays you, they expect you to be available at all times. A presence that CRM software makes easier.
If you are interested in installing and running comprehensive CRM systems to increase sales, you can contact Kian Pardaz Hoshmand. Kian Pardaz Hoshmand Company will configure the comprehensive CRM software Microsoft Dynamics 365 specifically for you and implement it according to your needs and capacities.
