How to Use SugarCRM and Provide the Best Customer Support
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How to Use SugarCRM and Provide the Best Customer Support

By Mainak Biswas February 08, 2013 - 1,037 views

It is very important to keep your customers happy if you want to succeed in your business. However, as your business grows, it becomes impossible to keep track of customers on an individual basis. You will need an automation software which identifies certain characteristics of your clients and customers and help you to stay in touch with them. When they have problems with your products or service and call you up, you will be able to quickly retrieve information related to them so that the best possible solution can be given to them.

SugarCRM and Customer Service Go Hand in Hand

SugarCRM helps you to provide great customer support and automate it to a large extent. SugarCRM is an amazing customer relationship management software that is hugely popular across industries. In this article, let us learn how SugarCRM can help you to keep your customer happy and provide the best customer support ever. It is certainly not difficult to provide great customer service if you are able to install and use SugarCRM.

Existing Customers Need to Be Nurtured as New Customers Are Expensive

It is a well known fact that getting new customers is more expensive than trying to sell to existing customers. In order to ensure that your existing customers come back to you and buy your products and services, you need to keep them happy and engaged. SugarCRM does just that. Thanks to Sugar customer support, you will be able to handle customer cases effectively and quickly. You will boost customer satisfaction and they will in turn become loyal to your organization. Let us try and understand how SugarCRM helps you to provide great customer service in a number of ways.

Case Management

SugarCRM allows you to manage cases of customers so that each customer’s service history can be retrieved based on requests and responses. It takes case management metrics to a new level and escalates issues so that customers’ satisfaction is increased. The best part is, it allows you to get a complete picture of the service request history and before they become large problems, you can escalate those issues to higher levels. Finally, you can monitor the effectiveness of case responses.

Inbound Email

SugarCRM Inbound Email processing is a great way to ensure that customer support requests are handled expertly. It ensures that the right customer support representative replies to the email each time there is an issue. Thanks to shared group inboxes, sales representatives and customer support executives can assign cases depending on the workflow rules. Secondly, SugarCRM by default attaches emails to a customer’s record so that each time they contact you, you will know what is going on.

Knowledge Base

SugarCRM knowledge base consists of a huge FAQ that will be of use to many customer support organizations. It teaches them how to make sure that customers are happy and how best they can be lured back to buying your products. Questions can be tagged, categorized and classified so that they are retrieved easily. There is noth8ing better than allowing customers to get answers themselves with the help of FAQs. When it comes to offering solutions, customer service executives can have access to a list of FAQs as well. At the end of the day, FAQs can be an effective tool to ensure that customers remain happy.

Bug Tracking

This helps customer service representatives to manage priority cases well and ensure that problems are cleared swiftly without allowing for any escalation of problems. Untoward incidents can be avoided thus.

Self-Service Portal

SugarCRM self service portal is a great way to ensure that customers can upload their problems themselves which can later be checked by concerned executives. This way, a lot of interactions can be reduced and automated.

SugarCRM is one of the best customer relationship management tools around, Coincidentally, it is also one of the most often used CRM tools while giving customer support. If you wish to learn more about software programs that help in customer service or customer support, do not hesitate to call us up or write to us. Our professionals will be able to help you with the right CRM tool for your business.

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