We are introducing Assist as a CRM solution, CRM stands for Customer Relationship Management or Client Relationship Management. Mainly, the CRM Software allows businesses to manage business relationships, the data and the information associated with them. The Successful CRM software solution are built around the people and relationships as in any business, you need to establish strong relationships with your customers.
CRM is a strategy and technology that is used to build stronger relationships between organizations and their clients. An organization will store information that is related to their clients, and employees will analyze it to use it in forecasting and making reports and generating solutions. The strategies used will be relying on the information that is coming from the CRM system. A CRM software solution is commonly used by all kind of corporations that focusing on maintaining a strong relationship with their customers.
We are introducing Assist as a CRM solution, CRM stands for Customer Relationship Management or Client Relationship Management. Mainly, the CRM Software allows businesses to manage business relationships, the data and the information associated with them. Successful CRM software solution are built around the people and relationships as in any business, you need to establish strong relationships with your customers.
CRM is a strategy and technology that is used to build stronger relationships between organizations and their clients. An organization will store information that is related to their clients, and employees will analyze it to use it in forecasting and making reports and generating solutions. The strategies used will be relying on the information that is coming from the CRM system. CRM software solution is commonly used by all kind of corporations that focusing on maintaining a strong relationship with their customers.
There are many reasons why CRM software has become the most important software in the last 10 years. The competition has become highly competitive in the global market, and it has become easier for clients to switch companies if they are not happy with the service they receive or want the product with the low price. One of the primary goals of CRM solution is to retain clients and protect them from competitor’s temptations. When CRM is used effectively, an organization will be able to build a relationship with their clients that can last a lifetime. It is so important to realize that CRM system solution is more than just software.
The Customer support cycle is an internal part of CRM system, when a client sent complaints; they must be handled efficiently and in a timely manner. The corporation should also seek to make sure those mistakes are not repeated. The analytical aspect of CRM system deals with analyzing client’s information and using if for business intelligence purposes.
Assist- A customer-centric strategy is created with the intention of increasing both your customer satisfaction and customer loyalty and to help in keeping the track of;
All these needs are regular requirements of any thriving and successful business. The solution that helps companies address such needs with the click of a button is what we refer to as Assist.
• Builds more sustainable relationship with the customers or clients.
• Improve business performance.
• Increase employee productivity.
• Offer better customer services.
• Improve customer retention.
• Organize and analyze data in a way that is understood and easily accessible.
• Identify and manage leads.
• Anticipate customer needs.
• Improve products and services.
• Enable you to better manage the data and records.
• Quick and timely solutions.
In Assist we have two types of operators one is the Administrator and the other one is the User. Administrator basically has the rights to make any modification in existing functions, creating new users, Roles creation or managing the user access, Adding scheduler and so on. The basic functionality covers;
The dashboard will show statics of users handling time of the tickets, escalated tickets, assigned tickets, in process tickets and reopened tickets. On left menu bar user can see the search bar, Overview & call inbound details. And on right, he would be able to see the activity stream.
Tickets are used to track customer service requests. The first time a customer emails you (or the company) about something, Assist creates a new ticket. Each message sent between you and the customer is added to that ticket until the issue is resolved, the customer is happy, and the ticket is finally closed.
Tickets also have metadata attached to them to make them easier to manage. For instance, tickets have a customer and (optional) an agent; they can be open or closed (or even be scheduled for later); they can be organized into groups; and they can even be flagged for high or low priority.
• Finding Tickets If you plan to work on tickets, you’d better know how to find them first. You can search them by;
By Browsing- Check the overviews menu, there are six built-in overviews (Admin may create more with custom-defined filters):
• My assigned tickets (open/pending only)
• Unassigned & Open
• My pending reached tickets (previously marked pending and currently due)
• Open (system-wide)
• Pending reached (system-wide, previously marked pending and currently due)
• Escalated (system-wide, failing to meet a service-level agreement)
By Searching- You can search it by message subject, content or by recipient name, email address or by text in file attachments.
• Servicing Tickets
This is where you’ll spend the majority of your time in Assist. Once you get the hang of the tasks below, there’s really not much more to it.
Creating a Ticket- Assist does its best to create tickets automatically when new customer issues come your way. But sometimes, there’s just no way for Assist to know when an issue arrives – like when a customer calls on the phone.
In these cases, Assist needs your help to create a new ticket.
An agent can create three types of tickets:
Received Calls: For issues initiated by a customer over the phone.
Outbound Call: For issues initiated by an agent over the phone.
Send Email: For issues initiated by an agent over email.
Follow Up- Working on existing tickets means keeping up with a customer correspondence in the thread view. We do this by:
• Responding to an individual message, or
• Adding a message/note to the whole ticket.
Managing Ticket Settings-
Use the ticket pane to manage a ticket’s setting:
Group- Groups are a form of access control that allows you to dictate which agents are allowed to do what to a given ticket.
Owner- A ticket’s owner is simply the agent that is currently responsible for it.
State- he state of a ticket refers to its progress toward completion, and may be one of the following:
Priority-A ticket’s priority is simply a ranking of how urgent or important it is.
Tags- Tags are custom-defined labels that can be applied to tickets to make it easier to find them in the future.