How to Enhance Customer Service With Enterprise CRM?

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Offering good customer service to consumers is essential, especially for enterprise-level companies. It can make customers stay loyal to the brand. Additionally, it has the power to overcome customer bad experiences.

Don’t believe it? Here’s the fact. According to one report, around 80% of customers will forgive a bad experience if they receive good customer service.

However, providing adequate customer service may be challenging in this new era of boosted digital transformation, where consumers use diverse channels to get customer service. Enterprise CRM software solutions can help business giants to confound this challenge.

In this blog, we have covered what enterprise CRM software is and how enterprise businesses can leverage its features, such as AI chatbots, a knowledge base, and a self-service portal, to enhance their customer service capabilities.

Let’s dive deep.

» What is Enterprise CRM Software?

Enterprise CRM software is a top-notch customer relationship management solutions that help enterprise-grade businesses manage and maintain healthy relationships with their customer base. The solutions also assist organizations manage multiple sales, marketing, and customer support teams to improve overall business performance.

Enterprise companies have a larger customer base and intricate business processes. Hence, they need specific CRM tools to address their unique business challenges.

Enterprise CRM platforms are equipped with advanced features that empower big businesses to address their special challenges. For example, the tools offer amazing lead management features that help organizations efficiently capture, store, and manage quality leads.

Enterprise CRM applications also offer exceptional sales features that help sales reps do more in less time. Using these sales features, sales reps can increase their performance and productivity to increase deal closing rates.

» How Can an Enterprise CRM Platform Boost Customer Service Capabilities?

Dealing with customer issues faster and providing customers with effective solutions is essential to increase customer satisfaction and retention rates. It is more crucial for enterprise businesses as they may have a huge customer base.

Enterprise CRM software solutions can help big companies boost their customer service capabilities by offering them amazing customer support service functionalities. Some of them are given below:

Enterprice CRM

› By Offering a High-quality Knowledge Base

Rapidly growing businesses and enterprise-grade companies may have to tackle rapidly coming customer tickets. It might be possible that companies may not be able to address all the tickets within the same time window due to high traffic. That said, businesses can use knowledge bases to offer self-service and boost customer support.

Enterprise CRM applications allow businesses to design and create easy-to-use yet powerful knowledge bases. Companies can facilitate their customers with these knowledge hubs so that customers can find solutions on their own anytime, anywhere. This way, businesses can reduce the incoming ticket volumes. Now let’s have a look at some of the best knowledge base features:

Advanced Search: This is one of the most powerful features of knowledge bases. It enables consumers to search on any topic and displays the most relevant outcomes.
Multi-language Support: High-quality knowledge bases support multiple languages to address global customers and allow them to find answers in their own language.
Easy-to-Use Interface: Top knowledge bases have easy-to-use interfaces so that even customers with low-tech savviness can use the knowledge base efficiently.
Video Content: Customers can access and explore the video content library to find tutorials and related information. It may increase customer engagement and offer a more efficient way to digest intricate information.

› By Offering a User-friendly Self-service Portal

Enterprise CRM applications enable companies to create easily accessible and user-friendly customer self-service portals. Customers can leverage these easily accessible self-service portals for various purposes. For example, customers can quickly view and manage their accounts and edit information, enabling personalization and improving customer experience.

Additionally, facilitating customers with self-service portals is one of the best ways to enhance customer service capabilities. Customers can go to these portals and access crucial data to find the right information by themselves.

Let’s take a look at some of the best features of self-service portals:

Information Accessibility: Customers can use self-service portals to access crucial information related to products in case of any general queries.
Analytical Ability: Customers input different types of queries and keywords in self-service portals. Companies can gather this information and analyze it to surface crucial customer insights.
Customer Feedback: Customers can provide their valuable feedback about their experience with products or services. Businesses can use this feedback to understand actual customer pain points.
Personalization: Consumers can access their account information and edit it as required to make their account more personalized.
Secure Customer Login: Self-service portals have secure customer login systems. Consumers can log in and access data only with valid credentials.

› By Offering Robust AI Chatbots

Offering robust AI chatbots to website visitors and customers is one of the most effective ways to streamline customer service. Website visitors can use chatbots to inquire about products and services quickly. Enterprises can also leverage chatbots to collect crucial visitor information for future use, such as names, email IDs, contact numbers, and more.

Active customers can use AI chatbots to get primary support for most common queries without waiting for their turn in the customer service queue. This will not only reduce incoming ticket volumes but also boost customer experience.

The following are some of the best features of AI chatbots that every enterprise CRM software offers:

Chatbot Builder: One of the most crucial features of AI chatbot is chatbot builder. Using this feature, companies can create and edit chatbot conversations and make them personalized to align with their business.
Artificial Intelligence in Chatbots: AI-powered chatbots can easily analyze what customers are really looking for and provide them with the most suitable solutions to increase customer satisfaction rates.
Transfer Chatbot Conversations to Human Representatives: AI chatbots are also capable of transferring ongoing conversations to suitable human support representatives for complex situations.
Omnichannel Support: AI chatbots offer omnichannel customer support so that enterprise businesses can facilitate their customers without worrying about their incoming channels. AI chatbots may support channels like Facebook, Twitter, WhatsApp, and Apple Business.

» What are The Top Benefits of Using Enterprise CRM Applications to Boost Customer Service Capabilities?

Enterprise CRM Benefit

There are dozens of eye-catching benefits of using enterprise CRM software to enhance customer service capabilities. Below are some of them:

› Reduced Incoming Tickets

According to one research, more than 67% of customers pick self-service. Hence, enabling customers to help themselves with self-service customer services may not only boost their self-confidence but also reduce incoming ticket volume.

› Holistic View of Customer Services

Using dedicated enterprise CRM software, companies can get a holistic view of their customer support services. In other words, businesses can look at the overall interactions they have with customers in a comprehensive way. They can also leverage these interactions to create a great customer experience.

› Detailed Customer Service Insights

Enterprise CRM platforms are equipped with robust reporting and analytical abilities. Businesses can leverage these features and get in-depth customer service insights to offer exceptional customer support services.

› Enhanced Self-service Customer Support

Enterprise CRM applications offer amazing features that allow businesses to provide exceptional self-service customer support. The features they offer are AI chatbots, knowledge bases, self-service portals, etc.

› Improved Customer Representative’s Productivity

Self-service customer support features ensure that customers have less intervention with real customer representatives. This means that customer reps may only come into action for complex or time-sensitive issues. This will increase customer reps’ productivity and the quality of support they provide.

» Conclusion

So far, we have discussed what enterprise CRM software is and how big companies can improve their customer service capabilities by using these cloud-hosted tools. In addition to that, we have presented the high-quality features of enterprise CRM applications, like AI-powered chatbots, knowledge bases, and self-service portals, along with the top benefits of using them.

» Frequently Asked Questions (FAQs)

1) What are The Top Enterprise CRM Software Solutions?

Below are some of the best enterprise CRM software:

2) What are The Best Features of Enterprise CRM Platforms?

The following are some of the top features of enterprise CRM software:

Contact Management
Pipeline Management
Integrations
Customizations
Workflow Automation
Reporting & Analytics
Self-service Tools

3) How to Choose The Best Enterprise CRM Applications?

There are many renowned enterprise CRMs available in the market. Which one to choose that best suits your enterprise might be challenging. However, you can keep the following elements in mind while choosing enterprise CRM software, and you may get your desired CRM solution. They are as mentioned below:

Specific Enterprise Requirements
Ease of use
Essential Features
Convenient Customer Support Service
Regular Software Updates

4) What are The Major Challenges in Implementing Enterprise CRM Software?

Here are some major challenges in implementing enterprise customer relationship management software:

Highly expensive CRM software
Extra cost of third-party integrations
The complex integration setup process
Lack of flexibility
No clearly defined goals
Limited resources
Lack of training
Poor communication
Lengthy implementation procedure

How to Enhance Customer Service Capabilities Using Enterprise CRM Software?