How does CRM help to increase customer satisfaction?

Customer satisfaction is essential to retain existing customers and win new ones, and should be the ultimate goal of any business. Customer satisfaction systems CRM help improve customer satisfaction in a number of ways and have been shown to improve customer retention by up to 27%.

The following are some of the ways in which the CRM can help increase customer satisfaction and create a positive experience for your customers.

CRM helps to increase customer satisfaction: 

                                    - Store customer data securely in one place

                                    - Solving and preventing problems    

                                    - Creating a personal experience     

                                    - Delivering consistent customer service    

                                    - Getting to know customers better     

                                    - Providing better management of customer purchases

1. SECURE STORAGE OF CUSTOMER DATA IN ONE PLACE

One of the key ways in which the CRM improves business performance is that it helps you provide a high quality service by storing customer information securely in one place.

All information you have about your potential or existing customers in relation to purchases, service and contracts is stored in your central system databases. CRM. The ability of any service representative to instantly access this information adds to the positive experience for their customers.

An integrated software system CRM can also allow you to better understand your customers' problems, which in turn will improve customer satisfaction. For example, if there is a problem you need to solve for your customer, your representatives can retrieve all previous information related to that.

2. SOLVING AND PREVENTING PROBLEMS IN THE COMPANY

One of the biggest contributors to customer satisfaction is the ability to resolve problems and, of course, prevent them from recurring. 90% of customers rate an immediate response as "important" or "very important" when contacting customer service, which means that effective communication and quick resolution are essential to customer satisfaction. Customers also expect brands to learn from these issues and ensure that the same problem is not repeated in the future.

This can be achieved in a number of ways. For example, recorded phone calls and emails can shed light on the interaction and the knowledge gained from these interactions can be used in the training of other service representatives. In addition, notes taken in the CRM can help those who were not involved in solving the problem to understand what happened so that they can prevent the same problem from occurring in the future.

3. CREATE A UNIQUE PERSONAL EXPERIENCE

Its integrated CRM can collect data from multiple sources about a customer and allow them to use their first names in emails. This is very beneficial as, according to Campaign Monitor, a personalised subject line entices 62% of customers to open the email. Sending personalised messages will help establish a connection with your customers and create a positive relationship with your company.

4. PROVIDE CONSISTENT CUSTOMER SERVICE

Another key way in which the CRM can keep your customers happy is by ensuring that they receive constant support from your company. An example of this is setting up automatic responses when a customer fills out an online form.

Brand loyalty and reputation improve significantly with consistent practices, and as a result, so does customer satisfaction.

5. ALLOWS YOU TO KNOW MORE ABOUT YOUR CUSTOMERS

Your CRM software platform actively collect, analyse and store customer data. This data can include information about what your customers are buying, what they are talking about on social media platforms or the articles they are browsing. This information will help you optimise your business operations to better serve your customers, which brings us perfectly to the next point...

6. PROVIDE BETTER MANAGEMENT OF CUSTOMER PURCHASES

As mentioned above, storing customer data and producing detailed reports will allow you to better understand what your customers are interested in buying. These findings can inform cross-selling and upselling opportunities, help segment customers for specific promotions and show trends in customer behaviour.

Your reps can also further customise that follow-up. For example, if the rep can see that the customer has clicked on a product link in an email but has not completed the purchase, they may choose to offer the customer a discounted rate to entice them to complete the transaction.

In addition, the automated workflows of the CRM can help reps stay on top of customer purchases for more proactive follow-up. The CRM can assign a task to the team member to remember to follow up with the customer one week after their purchase.

DatalyseWe offer the "world's easiest call centre software". We make sure our cloud-based software is accessible and easy to use for everyone, whether staff are in or out of the office.