Businesses today are often guilty of giving lip service to customer service. What do I mean by this?  Well, every business wants to provide quality service, but many believe this simply means answering the phone when a customer calls and being as helpful as possible in assisting them. Unfortunately, this simply is not the case anymore.  Customers have much different expectations today and if they do not have a good experience in dealing with your firm, they may not be a customer for very long. So, what are customers looking for and how can you make sure you are exceeding their expectations?

Well for starters, customers do not want to be placed on hold waiting for the next representative to become available. They do not want to leave a message and wait for a call back and they do not want to send an e-mail and hope that someone addresses it in a reasonable time frame.  Just like you, they want answers to their questions and they want them now.

Commence Corporation, manufacturers of Commence CRM, has taken a proactive approach to helping businesses interact with their customers. There have always been a myriad of standalone help desk and call center applications available in the software industry. What differentiates Commence CRM is that the company has fully integrated the customer service functions with their CRM system.  What this means is that all authorized employees (i.e. sales, marketing, administrative and management) are provided with immediate access to customer inquiries or tickets as well as the customer’s service history. This allows every employee to access the information they need to deliver best-in-class customer service.

For customers, Commence CRM goes well beyond traditional offerings by providing an easy-to-use content management system with a built-in Knowledge base and a Frequently Asked Questions area, where customers can get answers to their inquiries 24/7 without needing to talk with or wait for a service representative to be available.  In addition, a web-based customer portal provides customers with the option to enter a service ticket if they are unable to find the answer they are looking for.  An automated response system provides them with the comfort of knowing that their inquiry has been received and that someone will be back in touch shortly.  It’s this level of functionality that differentiates Commence CRM from competitive offerings. For more information about Commence CRM visit commence.com/customer-support or call Commence Sales at 1-877-COMMENCE.