A study found that three out of four customers said they continued to make purchases with a company after one positive experience with customer support.

Once a customer makes a purchase it’s just the beginning of his relationship with you.

If he believes from the bottom of his heart that he can reach out to you wherever he needs your help and can expect a prompt response – he is more likely to stay loyal to your brand.

In fact studies show that a CRM software for enterprise businesses helps companies increase customer retention by 70%.

But how exactly is this higher retention rate manifesting itself?

In this post we give you an inside look at the best features of an enterprise CRM that help companies increase customer retention through first class support tools within an enterprise CRM.


 Omni channel ticketing


Omni Channel Ticketing



A study found that 93% of customer switched brands at least once in the last year because of a single instance of bad customer support.

Another study showed that, a quarter of people across all age groups expected a response to their email in one hour.

The goal of an Omni channel ticket inbox is to connect the CRM to all your communication channels including phone calls, emails, chats and social media.

Why is this helpful?

You see as soon as a customer sends you an email or dm’s you on social media, the CRM creates a ticket. This ticket is the conversation your customer wants to start with you.

But it doesn’t end there. The CRM also auto allocates this ticket to agents online. This means if you’ve got five agents online, from which four are busy, the CRM auto allocates this ticket to the fifth agent since he is not involved with any ticket now.

This way your customers can expect a prompt response as your helpdesk team is immediately notified the minute buyers try to reach you.


 Ticket folders


Ticket Folders


Now that we have our inbox up and ready, we need to assign a ticket folder to each platform

These folders are nothing but buckets.

What do I mean?

Glad you asked.

You see each bucket collects tickets from the platform of origin, so Facebook tickets go into one bucket, phone calls into another and so on.

Once they arrive into these buckets, they are then assigned to separate task queues of agents who have been assigned to these platforms.


Ticket filter


Ticket filter


Ticket prioritization is a key aspect to offering satisfactory customer support.

Tickets can be prioritized as Low, medium or high priority queries.

But how do you do this?

The ticket filter lets you assign specific keywords to each communication platform.

These keywords are red flags that will auto prioritize this query as urgent.

Agents will then work towards resolution as it could lead to potential escalations and irate customers if it is not closed immediately.


Automate Chat templates


Automate Chat Templates


A study found that 42% of customer preferred to communicate over live chat as compared to 23% for email and 16% for social media.

What’s more important to note, that a survey found that only 8% of businesses actually have enabled a live chat software on their website.

This one tiny tweak can help you eat your competition alive.

But in order for you to offer an effective chat support experience, you would need to set up templates and triggers around keywords that are autoresponders to queries that customers may have.

This can be easily done with Kapture CRM. You can set up templates and triggers around frequently experienced issues that customers may face. Then simply create templates with links to your knowledge base where articles elaborate exactly how the customer can resolve their own issues without communicating with a live agent.


Customers are the fuel that power a business and to increase the odds of longevity, an enterprise CRM offers you the exact tool you would need to carve out great relationships that help you grow your business consistently

Looking for an enterprise CRM. Have a look at Kapture CRM here.

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