Customer Relationship management is the strongest and the most efficient approach in maintaining and creating relationships with customers. Customer relationship management is not only pure business but also ideate strong personal bonding within people. Development of this type of bonding drives the business to new levels of success. Nowadays, for a business to succeed, they must put their efforts in improving the customer service experience they are giving to their customers. This is where Customer Relationship Management (CRM) comes in as it can provide the right technologies, tools, and strategies needed for a business to deliver great services to its customers.
SMCommerce CRM integration:
One such great feature that smcommerce offers is the power of CRM integrated right at the click of your mouse. We have integrated Freshdesk, a cloud-based customer support platform that was founded with the mission of enabling businesses of all sizes to provide great customer service. Through this CRM solution, you will instantly have access on the information about the histories of your customers and the previous interactions with the customers. This allows you to deliver personalized customer service to your customers based on their previous buying preferences and history.
Features smcommerce has in-store integrating Freshdesk:
1. Access tickets directly on SM Commerce
2. Organize tickets
3. Track Tickets
4. Link Tickets
5. Add comments
6. Template creation
7. Email Vendors
1. Access tickets directly on smcommerce:
Never miss a query from your customers. Customers are who enable our business and shouldn’t we return our promise to serve them better by responding to their queries on time? Well, not to worry anymore, smcommerce has direct access to all the queries you receive on your seller panel in each marketplace and carts. All you have to do is, login to your smcommerce account and respond to all these queries.
Simple steps to respond to your customer queries on smcommerce:
• Customer creates a query on your seller page. Eg: Amazon, Ebay, Sears, Rakuten, Bigcommerce
• Tickets are created to your account; you do not have to login to each account separately.
• All these tickets come to a centralized location. Your smcommerce account.
• Click on each query; Respond to them; Keep your customers happy; Get more sales.
2. Organize tickets the way you desire:
Now you can organize all your tickets with an intuitive and easier way of filtering mechanisms. All you got to do is, type either of this, Order id, Customer name, Status, Assigned agent so that all the records come up when you use filtering. This filtering methodology will help save a lot of time and respond to the each customer on time.
Isn’t it simple and easier than any other way of responding to customer queries? The centralized location will save a lot of time for you not to log into each account separately and respond to each. This feature will help in tracking your queries for a life time and never should you worry about missing any data as this is all in the Cloud!!
3. Track each query separately:
Tracking a query; which is the most complicated task while responding to a customer made simpler? Freshdesk offers different statuses through which each ticket can be tracked and un-responded tickets can be responded without wasting any time. If offers different statuses such as Opened, Pending, Closed, Resolved.
With each of these statuses, we can track each ticket by its status. If there are any open ticket, we can filter this and start working on them. By using this method we will never forget to respond or leave any query untouched.
4. Link Tickets to orders:
How about reacting to duplicate queries? smcommerce has another feature where you can link an order to a ticket so that when a same query is created again, we will not respond to it twice, rather close the duplicate ticket.
If a customer creates a new ticket after many days and wants to know an update or the status of an order, this feature comes in handy. Once we filter with the order number, all the data about this customer and the order will show up as this is a lot time saving and never will we have to worry about any data loss.
5. Add internal comments:
Do not worry about opening a query in the future and not knowing what happened in the ticket. Now, we have a new feature built in smcommerce where we can add an internal comment. This feature will help us identify what really happened in the ticket. You will not have to run through the complete thread to know what the last update was. All you got to do is, add an internal comment so that we will know where exactly we left from and stat from there.
6. Template creation:
Repetition of same queries? You are lucky today to know what smcommerce has in store. You can now build pre-built templates in your CRM tool. Unlike any other CRM tools, Freshdesk has a lot of inbuilt, buildable templates you can work with. All you have to do is, write your query and save as a template. Each time you have the same query, you can choose the template and respond to the customers, which saves a lot of time.
7. Email Vendors
You now hold to power to assign these customer queries to any of your associates, assign to the vendors directly for any response to be received from their end. You do not have to keep waiting for a response from their end. Rather, you can assign the ticket directly to their name and once they respond, you will receive the query as responded.
Sounds interesting and simple? That’s not all. We even offer you a better living by letting go of all these hassle by outsourcing your CRM to smcommerce so that our Customer Relation experts keep your customers happy and you can in-turn focus on improving your business.