CRM Company Leads the Way with Automated Customer Service
Let’s face it, in today’s fast past world no one wants to wait on the telephone for service. People want answers to their questions quickly and efficiently without having to speak to a service representative. This closely follows the booming trend in internet purchases where consumers prefer to simply order products over the internet rather than get engaged with a live sales representative. This growth is led by companies like Amazon.com, eBay and others that have made the purchase of products quick and efficient for the consumer.
Commence Corporation, a provider of Customer Relationship Management software (CRM), is leading the way in automating how businesses can deliver high quality automated service to their customers. “People are tired of calling companies and waiting on hold forever to get answers to what are typically common questions” says Larry Caretsky, president of Commence Corporation. “The experience is awful and we have developed an efficient and affordable way to address it.”
Commence CRM is traditionally used to automate and streamline internal business processes for managing customer information, sales, marketing, and projects. This solution has now been expanded to enable Commence customers to deliver automated service to their customers. The application offers an integrated ticketing system that captures, tracks and manages the service history of every customer. This is complemented with a web-based customer portal that provides the following services to customers;
- Access to a Frequently Asked Questions section where customer can get answers to common questions.
- A Knowledgebase that provides access to a wealth of information such as product specifications, installation documents, troubleshooting guides, product videos, and more…
- A Web-Based Customer Portal – which enables customers to check on the status of an inquiry or submit a service ticket if they were unable to obtain an answer to their question.
Because Commence CRM is web based, customer access to the above is available 24/7 from anywhere and from any device via a WiFi or internet connection. The benefits of Commence CRM to customers is substantial, offering them a quick and efficient vehicle for attaining high quality customer service without waiting on hold, leaving a voice message or calling back later. Commence customers have also benefited in that they have realized a reduction in service calls to their support staff.
“The Customer Service module with its fully integrated FAQ, Knowledgebase, and Web Portal is a clear differentiation between Commence and competitive products” says Caretsky. “The next step will involve adding artificial intelligence to the product.”
To learn more about Commence CRM and its Customer Portal visit commence.com/customer-portal/