Case Study: How Transformed Customer Support with CRM Helpdesk Software

Superior customer service is vital for businesses who wish to continue their competitive advantage in this fast paced digital era. In this case study, we will walk you through how the use of Customer Relationship Mangement (CRM) helpdesk software revolutionise an entire customer support team for a medium e-commerce company — EcoShop so that timely and proper assistance is granted to every query sent in order to boost overall efficiency rate, better suite their customers' needs thus assisting more prolific differentiation across varied teammates.

Background

EcoShop is a specialized eco-product company running into great difficulties related to the customer service system. But as the business scaled, it started receiving more customer support tickets over a myriad of different platforms — email; phone lines and social. The prior support system was largely based on spreadsheets and human intervention, which caused bottlenecks in response times, dropped inquiries and a dearth of total customer context. Despite more sales, customers were increasingly frustrated on the new site reducing their overall satisfaction.

Recognizing The Imperative For Change

Realising the importance of providing better customer support, EcoShop's management decided to look at their processes in detail. These were the insights informing areas that required intervention:

1. Above all, these antiquated systems often allowed for leads to fall through the cracks: Legacy Ticket Management — Customer inquiries coming in from a variety of channels such as email were getting filed away and lost or otherwise mismanaged.
2. Unnecessary Complexity: Bewildering for agents, who could not view a customer's history of issues or communications without navigating to different platforms.
3. Inadequate Reporting and Analytics: The challenge was further compounded by the fact they could not leverage any customer support data for trend, identifying pain points or improving areas in precedents.

Considering these challenges, EcoShop realized the need to invest in a CRM helpdesk software to streamline its support operation.

Source: capacity.com

WorkflowCamp — Best CRM Helpdesk Software Solution

This led EcoShop to try out different cloud based CRM helpdesk software customized for e-commerce businesses. These have implemented by the following steps: Dividing into 3 Phases.

1. The software was integrated within EcoShop's existing platforms: like e-commerce as well as the customer database. This included configuring the ticketing system, putting automated workflows into place and creating response templates for redundant questions.
2. Trainings and Onboarding: Conducted comprehensive training sessions for customer support team to get comfortable with the new software. The training reinforced the need to manage leads, contacts and information about customers in their CRM tool.
3. Launch and Learning: After the successful training, this software was rolled-out to all employees throughout the company. Feedback loops were launched to collect the insights from a support team and customers, which was used for continuous improvements in the system.

Results and Benefits

This change was unbelievable with the CRM helpdesk software. In three months of use, EcoShop observed many positive changes:

1. Faster Service: The automatic ticketing system simplified the method of our work, helping to increase service response times by more than 50%. This way, customer service agents could focus on urgent issues and attend customers right away.
2. Enhanced Customer Satisfaction: The customer feedback scores shot up with satisfaction shooting to 90% from a poor 70%. Using that granular data to deliver targeted help led to a better service experience for customers.
3. We moved customer information out of dependent silos and into a centralized location: the structure agent were given a 360-degree view of all customers, including purchase history, previous interactions and preferences. That way, his information was stored somewhere central and the support he received back.
4. Key takeaways: The embedded reporting and analytics gave EcoShop the ability to see patterns in customer requests her customers were making of where there was opportunity. The result is that according to this data, helps the company be more proactive on issues and came up product based-on what customer feedback.

Conclusion

The example of EcoShop demonstrates just how powerful CRM helpdesk software can be for customer support operations. EcoShop reinvented customer services based on the latest industry standards and its modern integrated system, which significantly increased operational efficiency as well client satisfaction rate with an easy to reach objective especially now that all communication are managed within one team. However, brand new technologies to humanize customer relationships aside, businesses must evolve and maintain unparalleled awareness of the competitive landscape.

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