CARE omnichannel CRM
MON CLIENT ÉVOLUE, COMMENT PUIS-JE LE SUIVRE ? CRM omnicanal CARE
De plus en plus mobiles et connectés, les clients du monde entier souhaitent interagir avec les marques et exigent la même qualité de contact.
La diversification des canaux de communication oblige aujourd’hui les entreprises à mieux gérer leur CRM (CRM omnicanal CARE). Elles doivent être à l’écoute de leurs clients, éviter les ruptures dans le parcours client et maîtriser tous les canaux : mobile, réseaux sociaux, sites e-commerce, etc.
Pour répondre au besoin d’échanges centralisés, nous avons développé CRM omnicanal CARE.
Our CARE omnichannel CRM centralises data from all the communication channels used by customers and allows you to control the continuity of the customer journey and the various preferred channels.
Benefits
- Overcoming data silos
- Improving customer knowledge through a 360° view of the customer
- Dematerialisation of customer complaint processing
- Better use of data.
- Optimal use of customer feedback
- Improved profitability of the company.
Functionality
- Channel management
- Customer record feedback
- Alerts and notifications management
- Survey
- Complaints management
- Information collection form
- (KYC)
Reporting
- Statistics per channel of chats and conversations carried out via the CRM;
- Ticket management statistics (opening period, processing time, resolution rate, etc.);
- Number of customers contacted;
- The channels most used by customers;
- Ticket type statistics (account opening, blocked account, support, etc.).
Dashboard
- Ticket tracking and management dashboard;
- Complaints management dashboard;
- Customer follow-up dashboard (number of customers followed up, number of requests processed, etc.);
- Etc.