Customer care software https://www.bpmonline.com/service/software/customer-care is a milestone when you are coming to conduct of service. It isn’t dependent on the size of the online store and the number of clients it is possible to allocate common problems. Customer service still should be fast, reliable and cheap. Clients have got used to calling on any trifles, and each answer to the client by phone is money and time. This is what happens in case of lack of automation. It is very heavy to automate communication with people. Especially if there are no prescribed business processes.
So customer care service should be integratedwith CRM and provide:
Receive of an incoming call
When there is a turn of incoming calls, operators are busy, but you can’t take the call – all these problems are because of a lack of automation. Proper solution can fix that. It is possible to tell that we have a little calmed the client and have taken responsibility for a solution. And have precisely avoided a negative from expectation at the receiver.
Statistically up to 80% of clients, (clients we call all those who here already have made the order, and respectively already are in your CRM) contact you to learn the status of the order.
And so, the proper solution can determine the client by his contact data, take data on the order from a card of the client and tell him what happens to the order at present.
The issue of the client is quickly resolved, he is happy.
One should also allow your sales to make the client complete the purchase.
Almost all online stores try to return clients to the baskets. But people have already got used to ignoring that. If making a proper customer care you can know about the client and make him complete the purchase!