In the current business scenario, the competition is becoming tougher day by day and in order to survive and grow in this cut-throat competition, it is important for small businesses to maintain good customer relationships. Furthermore, small businesses are often confronted with multiple business challenges like keeping a track of customer data, sales and marketing, scaling their operations, etc.
When it comes to customer service, a company's most valuable asset is its help desk due to the role it plays in reducing downtime and increasing productivity. Ticket management is the backbone of a help desk platform, and it categorizes customer conversations in various ways, such as by priority, date, and user profile. This function can also be automated to speed up case resolution. However, it involves more than just responding to tickets.
The launch of a potential drug, therapy or device into the market is an exciting time. However, to get the launch exactly right, one has to make sure that the nuts & bolts of technology, operations, and data are perfectly aligned to effectively scale your organization without hitting bottlenecks. A CRM is often the centerpiece of a commercial launch operation since it is the primary interface for the sales representatives who will be representing your product.
For many of customers, the customer support team is their initial point of contact with the company. Customers submit tickets and have lengthy conversations with customer support; these interactions can provide sales persons with a lot of background when on the phone with customers. Is there a way for sales rep to gain access to all customers' ticket conversations?
Customer support can help in identifying crucial stages in the customer's lifecycle where an upsell or cross-sell can be done. But how do they know about the order or updated pricing details?