If you are using a CRM to manage your customers, you would understand that the essential part of CRM is to address the customer’s issues to the fullest. It not only means that we should respond to a fresh ticket within the agreed SLA’s but also should make sure that a ticket is closed to the customer’s satisfaction. What firms need to understand that if a ticket is closed without adequate closure, then it will have an impounding impact on the customer service but with so much inflow of fresh tickets in CRM, it is a definite challenge for anyone who uses CRM to track and follow on pending tickets. Again the aging factor also comes to consideration and hence it becomes increasingly difficult for an executive to address such issues.
Vembu CRM, makes it easier to track/follow your customers’ tickets. By using Vembu CRM you can create a follow-up for respective customer’s tickets so that you can call your customers at right time to make a sale or to close that customer ticket by resolving his/her issue. Also this will help you to improve your support response and it will create a good image about your company. Substantially, it will help you to increase your company’s reputation.
How follow-up works in Vembu CRM:
After you receive a ticket from customer, you would have a follow-up button in ticket view page. Click on it and create a follow-up. Choose the follow-up date and time to follow your customer. And then add description about the particular follow-up. If you need to remind about this follow-up before time, you need to provide time to remind you before follow-up. We can make it as a reminder to remind us in minutes or in hours before the exact follow-up time. Once done with all click on add.
Now navigate to FOLLOW-UP tab and you can see the created follow-up which will be displayed here. At the exact time of the follow up in your screen, users who are all logged in will get a pop up notification to the bottom right side of the screen.
In the pop up you have option to view ticket,dismiss,view follow-up. Also in follow-up tab based on the date we have categorized it like upcoming follow-up,over due,today,this week,this month. This will help to create a reputable bond between user and customer.
To know more about Vembu HelpDesk, please click here.
Got questions? Email us at: vembu-support@vembu.com for answers.
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