Ticket Management Software

Easy, Organized, Ticket Management

Commence's CRM software helps companies stay connected to its customers and streamline processes. Commence simultaneously works as a tool to help with contact management, sales management, productivity, and more. Our software solutions helps you to focus on an organization’s relationships with individual people. Connect with customers, service users, colleagues, and suppliers throughout their complete lifecycle in a seamless manner. Commence helps you find new customers, win their business, and provide support and additional services throughout the relationship.

Best of all, Commence helps you do all that in a organized manner. Every ticket is carefully documented and logged within our software for you to access whenever your team needs. Our software is intuitive and user friendly, so you'll have all the information your team needs to turn leads into lifelong customers.

Commence CRM system puts together customer data across different channels and points of contact between the customer and the company. You can set this data to include the company's website, telephone, live chat, direct mail, marketing materials, or even social media. Our system can also give customer-facing staff detailed information on customers' personal information, purchase history, buying preferences, concerns, pain points, and frustrations. Our Customer Service Relationship software combines customer information and documents into a single CRM database.

Gradually, many additional functions have been added our CRM systems to make them more useful. Some of these functions include recording various customer interactions over email, phone, social media or other channels, automating various workflow automation processes, and giving managers the capacity to track performance and productivity based on information that is logged into the system. In other words, you can optimize your efficiency by storing all your prospects/customers, making calls, sending emails, creating reports, scheduling appointments, adding notes, managing your pipeline, and finding out who has opened your latest email, and all other important metrics, without stepping out of the CRM system.

Commence Ticket Management Benefits

Salespeople work diligently to obtain information about their customers, and with this information being at their fingertips they can effectively provide a solution to many of your customer’s problems. When salespeople have to retrace their relationships with customers, or even if they need a quick update on a lead, they often have to tread through multiple sources to piece together information. In a time-sensitive job like sales, this approach is not feasible and it tends to be harmful to your company’s bottom line. Our CRM's ticket management system gives an easy solution to this these issues. Our system has endless benefits for an effective business person, as it gives him or her great access to all their customer information, - so they can provide them with better service leading to more sales.

Other benefits include:

Improved customer relations

an increase in customer revenues

maximisation of upselling and cross-selling

better internal communication

optimization of marketing.

Efficient, Seamless, and Lucrative

Improved Customer Relations

One of the major benefits Commence Customer Relation Management system boasts lies in its ability to provide better service for customers. Commence directly contributes to happier, more satisfied, customers.

By using our software, you can ensure that all your dealings involving servicing, marketing, and selling your products to your customers can be carried out in a organized and systematic manner. You can also provide better services to customers through a greater comprehension of their issues and this, in turn, helps to increase loyalty from customers, while decreasing customer agitation. There is a conversational name given to the function in a company that solves customers' grievances; the Help Desk. With Help Desk Software, customers contact the help desk when they have a question or a problem. An employee from the company would then address the question to the customer's satisfaction. In this way, you can also receive continuous feedback from your customers regarding your products and services. The main thing is fulfilling your customers needs. Our software helps you do this in an effective manner.

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Increased Customer Lifecycle

When a business uses our CRM strategy for their business, they will be able to increase the revenue of their company to a great extent. By using the data collected, you will be able to promote marketing campaigns in a more efficient way, increasing the total lifecycle of one customer. With our software, you can ensure that new product promotions reach a different set of customers every time you click send.

The Maximization of Upselling and Cross-Selling

Another way of maximizing profits would be to encourage the customers to buy more expensive products or to add complementary ones to the products already purchased. An upsell is used to make a customer spend more money; to buy a more expensive model of the same type of product than they have planned for. You offer to take a look on, let’s say, a PC with a bigger screen and higher resolution, seducing the customer buy a more advanced (and expensive) product than your customer originally intended to. A cross sell is used to make a customer buy more products from other categories in addition to the already chosen one. The “cross sell” product should be related, beneficial and very practical; a little “extra” that might come in handy. Commence CRM can help you plan, implement, and track these marketing efforts.

Better Internal Communication

Employing a CRM strategy helps in building up better communication within the company. The sharing of customer data between different departments will enable you to work collaboratively; one of several major benefits of Commence. This is better than functioning as an isolated entity, as it will help in increasing the company’s profitability and enabling better service to customers. A company does well when all its workers are on the same page, and in this case, once everyone has the information of each of their customers, each person in the business has an equal opportunity at satisfying the customer.

Optimization of Marketing

With the help of our CRM and its benefits, you will be able to understand your customer needs and behaviors, thereby allowing you to identify the most appropriate time to market your product to the customers. Commence will also give you an idea about the most profitable customer groups, and by using this information you will be able to get the attention of similar prospective groups, at the right time. In this way, you will be able to optimize your marketing resources.

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COMPONENTS OF A CRM SYSTEM

With the help of our CRM and its benefits, you will be able to understand your customer needs and behaviors, thereby allowing you to identify the most appropriate time to market your product to the customers. Commence will also give you an idea about the most profitable customer groups, and by using this information you will be able to get the attention of similar prospective groups, at the right time. In this way, you will be able to optimize your marketing resources.

Marketing Automation

CRM tools with marketing automation capabilities can automate repetitive tasks to enhance marketing efforts at different points in the life cycle. For example, as sales prospects come into the system, it might automatically send the prospects marketing materials, via email with the goal of turning a sales lead into a full-fledged customer.

Sales Force Automation

Sales Force Automation is the most vital component of customer relationship management. It includes forecasting, recording sales processes, and keeping a track of all interactions. It also enables you to better understand revenue generation opportunities. SFA allows you to analyze sales forecasts and measure the performance of the sales team. The component also includes analyzing the sales forecasts and the performances by the workforce. Some of the major elements of the same are Lead Management, Account Management, Opportunity Management, Forecasting, Pipeline Analysis, Contact Management, Activity Management, Email Managemen, and Reporting.

Contact Center Automation

Designed to reduce grueling aspects of a contact center agent's job, contact center automation might include an FAQ and knowledge management library that assists in customer problem-solving and information dissemination. Various software that integrates with the agent's desktop applications can handle customer requests in order to cut down on the time of calls and to simplify customer service processes.

Workflow Automation

This is the created series of automated actions for the steps in a business process. It is used to improve everyday business processes because when your work flows, you can concentrate on getting more work done and focusing on the things that actually matter. It allows teams to spend more time on the actual work itself and less time on the processes that support them. CRM systems help businesses enhance processes by restructuring routine workloads, enabling employees to focus on creative and more high-level tasks.

Analytics

Analytics involves past historical data to research potential trends, to analyze the effects of certain decisions or events, or to assess the performance of a given tool or scenario. The goal of analytics is to improve the business by gaining knowledge which can be used to make improvements or changes as necessary.

There are other components of the CRM all across the board, and they all prove to be very essential for enhancing the customer experience.

What is a Help Desk Software: Ticketing Systems Explained

The Help Desk Software is a feature within Commence CRM.  It allows you to deliver great customer service by making sure all requests are dealt with efficiently and that nothing slips through the cracks.  The Help Desk software tracks email and telephone correspondence and enables you to speed up customer response by managing the support queue.

Efficient Ticket Management

Commence Ticket Management helps to organize the requests of customers and helps you to cut through the clutter by pulling customer from an email. It allows the help desk executive to answer calls from customers and log them in a very simple manner, it then allows customer support executives to listen to and respond to customer feedback. With the use of Commence CRM's ticketing system, the business can easily track customer inquiries.

The Automation Suite

The process goes a bit further with the Automation Suite, by enabling better assignment and implementation of work. That means that you can ensure that questions from customers are automatically assigned to a help desk executive for faster handling. Within your business, you can set up automatic notification rules that alert you when the customer has replied or left some feedback. When a support executive hasn't responded to a ticket, or when a ticket is taking too long to get resolved, SLAs (Service Level Agreement) can ensure that these are brought to your notice and taken care in a prompt manner.

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Reporting and Optimization

This constitutes the most important function of customer service. It pulls pertinent information about all the critical aspects of the helpdesk. Managers and service representatives can understand things such as ticket load on the customer service team, turnaround time & resolution rate of each representative. These give managers a quick perspective of how things are progressing and allows managers to better respond to critical customer inquiries.

The Importance of Having a Knowledge Base of Customers

No business can function without customers. Customers serve as the unsung backbone of any established company, as when they have a need for any given good or service, a business provides it, thus allowing this business to obtain their revenue. Having an establishment without customers would not make any sense, as who would this business aim to serve?

Customer support plays a very essential role to a business. Most companies, even the more established ones, tend to overlook customer service, which is often what makes or breaks a company. It is also pertinent that customer services are spread across all departments of any given organization. A company or a business serves to provide customer satisfaction at all given times, and should ensure that time is spent on being consistent with this aspect of the business. Top notch customer service can win your clients’ hearts and make you recognizable within your target group, as well as to create customer loyalty.

It is crucial to keep an eye on the quality of customer service you provide, as it is very vital to building trust with your customers. Due to customers being the main priority, it is very important to have a good knowledge base of these customers, as to always have an idea of knowing their needs at any given time. As your organization grows, employees need a space to connect with each other and with the information that allows them to do their jobs well, so that this in turn allows them to better deliver exceptional services to their customers. Information that is readily available about each customer helps teams make more informed decisions: customer support can resolve the problems of customers faster, marketing can produce more useful content, sales can close deals faster, and insights teams can distribute their research more effectively. Customers are people who once given the goods and services they require, will always return.

There are different mobile apps that are used to access goods and services, so it is advisable for companies to find means of making the transactions easier for customers; having the knowledge base of your target group can help in this process. Having to interact with customers through the different channels can become more difficult as consumers have begun making use of more devices, yet expecting the same experience no matter which device they use. And, the challenge becomes even greater as consumers switch touchpoints in a single transaction; it now is common for consumers to research a product on a laptop, use their smartphone to check reviews and pricing, and then make a purchase using a smartphone, tablet, or phone. Customers do expect to see the same information across all platforms, and they become frustrated when they do not, which is understandable. However, with the knowledge of these customers through regular customer engagement and interactions, a business can make the necessary transitions to meet the customer's requirements.

Achieve Success with Commence CRM

All businesses must want to see their customers succeed at whatever task they require service for, and so this is why different systems need to be put in place to ensure the full efficiency of the Customer Relationship Management system. Combining knowledge management and CRM is always a smart choice for businesses. The knowledge management system, while broad in use, can be narrowed to the following purpose: to help individuals utilize knowledge to better achieve tasks. You can answer customers’ questions in real time, as they are struggling with their challenges, instead of constantly answering the same questions in your support ticketing system. A knowledge management system can take many forms, but there are usually some common characteristics.

These include:

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FAQ content

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How to articles and tutorials

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Education, academies, and training programs

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Case studies

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Webinars

With the integration of both the knowledge management and CRM system, an establishment can accomplish increased productivity, reduction of redundant tasks, improvement of customer satisfaction, and an increase in effectiveness. For businesses, the pairing of CRM and knowledge management offers many potential benefits. They can minimize the amount of calls coming into the contact center with an effective Web self-service channel that supports low-value interactions. This channel will be effective because consumers will find correct answers most of the time. Building a knowledge platform which is central, is at the core of knowledge-infused systems and provides customers with consistent answers to their inquiries. With faster answers to their queries, customers are more likely to be very pleased. As mentioned prior, an increase in customer satisfaction leads to greater customer retention and loyalty. Satisfied customers will possibly even turn into endorsers for a specific product and company, speaking favorably to colleagues about their experience, which in turn elevates the brand, bringing in additional sales.

Companies may struggle to achieve a single view of the customer if their data sets are not organized properly. Challenges tend to arise when systems contain incorrect customer data or outdated information. Commence CRM can address the issue.

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