What are the benefits of a CRM to a Customer Support Manager
|Frequently Asked Questions - Zoho CRM|
What are the benefits of a CRM to a Customer Support Manager?
Customer Support Managers can use the CRM to log all customer service requests in one central location and assign them to the relevant person or team to resolve.
Support case status can be tracked and automatic notifications can be set up to alert the support rep or manager if a support case is approaching or has breached the Service Level Agreement.
Communication templates can be set up for staff (definitely an advantage in multi language environments) to increase customer satisfaction.
Once support cases have been resolved the solution can be added to a CRM ‘knowledgebase’.
This knowledgebase can be used by internal staff to resolve issue more quickly or can even be accessed and searched by customers to find solutions themselves, greatly helping to reduce your support admin time.