Managing customer data on the go can be complicated for call center agents. Imagine a scenario where you have a customer on the phone asking you multiple questions that you're trying to note down while simultaneously looking for the customer's purchase history. Moreover, at the same time, your manager wants you to find out whether the customer has a VIP status on account of purchases made, thereby rendering him eligible for special attention. How do you manage to do everything at once?
In comes CMR software. As you may all know by now, CRM stands for customer relationship management. CRM software is a highly organized and exhaustive database of your customers. It allows you to be extremely meticulous by enabling you to keep notes, purchase status, last contacted date, historical data of purchases made, and much more for every customer. This data gives you deep insights into each and every customer's needs and potential purchase possibility.
The Call Center CRM platform integrates this customer database with the functionality of a contact center. Without CRM capabilities, it gets extremely arduous to handle customer support or purchase requests. With the power of a Call Center CRM, an agent engages telephonically with a customer and can track customer communication activity efficiently from a unified, single user interface. The use of CRM call center software provides great value and efficiencies.
A robust Call center CRM software can seamlessly integrate with other software systems such as ticketing,purchasing, sales and/or support software. This level of integration facilitates a holistic view of the complete customer journey.