Turn customer dilemma into delight with smart service center automation

Turn customer dilemma into delight with smart service center automation

‘The best brands don’t invest in building service centers. They invest in creating world-class customer experiences.’ Customers expectations from the service center have dramatically changed in the digital era. The present-day customer expects an easy access to the service help desk, instant responses to their queries and even a same-day home repair for their equipment. With growing competition, a great service center experience can easily differentiate between a product that gets repeatedly bought and the…

How To Maximize E-Commerce Customer Service

How To Maximize E-Commerce Customer Service

In the past few years, we have witnessed an unprecedented rise in adoption of mobile in e-commerce transactions, customer service and businesses. In fact, a survey by Gartner found that about 89% of the businesses plan to compete primarily on the basis of their customer experience. Many consumers decide whether they will engage in business with a company based on the quality of its mobile CX. A mobile customer experience with easily accessible features, resources…

Feedback management for a hospitality business – Customer feedback software

Feedback management for a hospitality business – Customer feedback software

Any hotelier worth his salt will know the importance of providing superior customer service. It naturally follows that he/she would also focus on measuring the consequence of their service – good or bad – in the form of reviews and feedback. Having said that, for any hotelier to take concrete steps to improve service quality, crystal clear customer feedback is essential, as ambivalent, unclear suggestions are of no use. This is because, the data they…

Changing customer experiences through digital transformation

Changing customer experiences through digital transformation

‘Eighty-five percent of respondents believe machine-to-people transformations will positively transform the customer experience.’ ‘More than 95 percent of respondents view accelerating workflows as a business imperative for improving customer experience.’ ‘Almost 40 percent expect a correlation between improving customer experience and increasing revenue.’ These are just some of the findings which are the outcome of a survey administered by Opinium Research in August 2017, which ought to pique any company’s interest in going digital, if…

Biggest Challenges in Delivering Top Class Customer Service

Biggest Challenges in Delivering Top Class Customer Service

The quality of customer service is the foremost cause of concern for most brands. When 55% of consumers say easy access to support and information can make them fall in love with a brand (source), it is reason enough to work hard on providing thebest customer service. However, customer experience management is not entirely a piece of cake. From knowing what your customers want to when they want it, you need to be up-to-speed on…

Harness CRM to enhance customer satisfaction and loyalty

Harness CRM to enhance customer satisfaction and loyalty

Imagine that you are the head of a business or its sales and marketing arm. Wouldn’t the prospect of achieving better conversion rates, at lower costs while simultaneously increasing the profits, seem tantalising? Properly used, that is exactly what a good CRM is capable of. Getting new customers and retaining them is the mantra of e-commerce establishments. The people in the business are always researching and thinking about new ways to increase revenue. But, often,…

Empower your frontline employees & watch your business grow

Empower your frontline employees & watch your business grow

Customer service reps and sales reps are often regarded as the face of any organization, and for good reason. More often than not, any interaction between a business and its clients takes place through either of these touchpoints. Not only are these two domains responsible for ensuring high levels of customer satisfaction at all times, but also they are instrumental in advancing the growth of a business through client acquisition. This is especially true in…

The art of personalization: making your customers love you back

The art of personalization: making your customers love you back

There’s this cafeteria in my city which can now be aptly named as my ‘second home.’ Not only have I dragged all my friends there with me, people are tired of my regular check-ins to that place as well. Though I would love to review that place, but this is not one of those reviews. I am sure you might have seen movies where a guy enters a restaurant and the waiter shows him to…

Social CRM Frontier For Customer Service

Social CRM Frontier For Customer Service

For marketers all over the world, the customers’ social media activity has always been a source of intrigue, owing to the fact that until recently, it was not easily trackable or measurable. Fortunately, the social media tools and strategies available today have eliminated such problems and made it easier to plan and improve a firm’s social media campaigns for better customer service and engagement. Therefore, it would be interesting to get a brief overview of…

Customer Profiling – What do we know. What have we learnt.

Customer Profiling – What do we know. What have we learnt.

A good business is one that is aligned to all kinds of customers. World is a place filled with people of different mindsets, different needs and different buying patterns. Whether it is service or goods, selling something is not based on how good and reasonable your product/service is. It depends on how well you incline yourself to make the customer pleased with the buying experience. Understanding your customer, their buying patterns and their issues makes…

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