What is CRM platform?
CRM software allows to keep customers' data and related in one single database. Thus, they can be easily accessible any time and you can get the data, you exactly need. Moreover, with such software a manager can easily get all the information on clients' interactions like email, phone calls, social media.
Boost your marketing, sales and service performance with bpm’online!
- Accumulate the knowledge of your company in a unified knowledge base.
- By using knowledge base articles you will be able to resolve cases in a more timely manner, ensuring high quality of service for your clients and partners.
Best practice service processes
- Manage various types of cases with the help of out-of-the-box best practice processes in bpm’online customer service.
- The processes guide agents though the most effective actions required to successfully resolve cases.
- The process triggers notifications and alerts, and enables control over case resolution deadlines.
- Use queue management capabilities of bpm’online contact center to organize case processing, taking into account priorities and other parameters.
- Create different types of queues: dynamic, which are based on filters or static, which highlight certain contacts requiring attention; open queues, in which agent can see the entire list or blind queues, in which an operator can see the next contact, only when he picks the contact up from the queue.
- You can also remove cases from the queue if they no longer need resolution, as well as assign agents to process specific elements of the queue.