Modern consumers expect their questions to be answered quickly and completely, no matter when they’re shopping online. While larger businesses can typically accommodate several customer questions at all hours of the day, small and midsize companies may believe they don’t have the resources needed to provide 24/7 customer service. However, with the right CRM (Customer Relationship Management) system, companies of all sizes can ensure that every customer can get the answers they need as quickly as possible.
Why Excellent Customer Service Matters
The only thing worse than a customer experiencing a rude or unhelpful customer service representative is when they don’t hear a response at all. According to one survey, approximately 90% of people would stop purchasing from a brand if they don’t have a timely and pleasant experience after requesting assistance. On the other hand, 4 out of 5 people who have positive experiences with customer service say that they’re more likely to remain loyal to a brand and recommend the company to their friends.
However, this doesn’t necessarily mean that someone needs to be physically present and available to help customers at all times. About 80% of people will exhaust a site’s self-service options before reaching out on social media or emailing the company. Another 50% of online shoppers report using chatbots or other types of AI-equipped messengers to communicate with businesses. With this in mind, small businesses should invest in better CRM systems that give customers the tools they need to help themselves first.
Benefits of Using a CRM System
The main purpose of a CRM system is to manage and keep track of all customers and potential clients that have interacted with a business. Zendesk, one type of CRM system, stores crucial information about an organization’s contacts to help businesses understand exactly how to assist returning shoppers. With all kinds of contact management options, companies can:
- Make shopping more convenient for customers.
- Improve employee efficiency.
- Automate and easily personalize messages.
- Enhance scalability and flexibility.
- Connect and manage multiple sales channels with ease.
- Boost conversion rates.
- Encourage customer loyalty and increase retention.
Zendesk Features
The Zendesk CRM system is simple to set up and has hundreds of customizable tools and features for organizations of all sizes. The base price begins at just $5 per agent per month, which is ideal for startups, and retailers can easily upgrade their plans as their companies grow and expand over time. There are several add-ons for merchants who want specific customer service options, including chat support, phone support, and a guideline for creating a customized help page. Zendesk’s full support suite also offers merchants these key CRM essentials:
- Omnichannel customer support integrations.
- Easy-to-navigate dashboards and analytics.
- A customizable online Help Center and FAQ page.
- An embedded web widget that can send alerts, prompt a live chat service, or lead a visitor to the Help Center.
- Customer support in 28 different languages.
- A device data log, which notes what type of device or app each customer uses.
- Security features including two-factor authentication, SSL encryption, and digitally signed emails.
- Multiple types of ticket forms.
- Website and mobile integrations.
Final Tips for Magento Users
For Magento users, the Zendesk Connector extension is available to seamlessly connect a merchant’s customer information from Zendesk with their Magento store. Boost efficiency and productivity by viewing all information from one convenient dashboard and easily respond to tickets by the level of priority. If you don’t have a Zendesk account yet, you can try a free trial before selecting the right plan for your business!
