Omni channel customer support

Delight customers with streamlined multi-channel support

Today’s customers engage with businesses through more channels than ever before. They make phone calls, write emails, post on company Facebook and Twitter pages, visit company websites, and engage in live chats as some of the most popular means of outreach. While all customers start with one channel, 75% of customers switch to a second channel if they don’t obtain desired results from the first. This results in a disconnect, as new support associates that the customer interacts with with have to explore the customer’s story all over. This costs businesses time and money, and adds to customer frustration that can lead to an eventual jumping of ship to a competitor.

Vtiger CRM helps businesses overcome the multi-channel challenge, by letting businesses provide an omni-channel customer experience. Your customers can start a conversation in one channel, and then reach out through a completely different channel – picking up right where they left off. Let’s say, for instance, that a customer calls to report that he hasn’t received a package, and the following day, tweets to find out if you know any more. A support agent can immediately pull up the contact’s record using their Twitter handle, then see associated open cases and communications listed in chronological order, including things like recorded calls. This gives them an immediate rundown of what’s happened so far, and tells them how to follow up next.

Here are 3 steps to create delightful cross-channel customer experiences with Vtiger:

Engage customers through their channel of preference

Customers want to reach businesses whenever and however they want. Different studies reveal this in different ways – for example 43% of customers in the age group of 18-29 use social media to voice their complaints, while 68% of all customers prefer a phone call for more immediate answers. Whether your customers prefer phone calls, submitting tickets through a customer portal, or social channels, Vtiger can let you listen intently. And because all interactions, regardless of the channel, are recorded in Vtiger, your support team will be able to see them in clicks, and deliver frictionless customer service.

Gain a 360-degree view of every customer engagement through touchpoints

Customers may hop from one channel to another when seeking assistance, but, to them, it’s all a single conversation. When they choose to continue the conversation on a different channel after a day, week, or even a month, they expect you to remember the context. Vtiger’s touchpoints is designed to help you view all interactions spread across emails, chats, and phone calls along with number of cases open and resolved for that customer.

Delight customers with timely case resolutions

69% of customers attribute a positive customer service experience to their problem being solved quickly. Vtiger lets you provide Service level agreements to your customers, which define case response and resolution times that you are committed to. Email alerts and escalations alert staff and management well before a case violates its SLA, so that you always keep customers happy.

Sign up for a free trial of Vtiger to get access to Vtiger’s cases with SLAs, knowledge base, support insights, and other tools to improve your customer service team’s performance and to better serve your customers.

Have questions about managing customer service that you’d like to explore? Share them with us in the comments below!


5 Proven Tips to Win Deals in 2020!

Sales is vital in every business and will affect your company’s ROI if not carried out correctly. But what can you do to make your sales ...
Jan - 10th blog for Action dashboard

Introducing Actions – your personal assistant to help you stay on top of work!

Did you ever wish you had someone to remind you of that crucial meeting that you forgot about? Have you been missing out on deadlines ...
feature image final

Five Mistakes to Avoid in Selling

Are you wondering why you lost a deal even after putting 100% effort? Did not figure out why your prospect said ‘No’? We feel you. All ...
Dec 18th - image for blog

7 easy ways to stay on top of work this holiday season

The holiday season is here again, and for some it is the busiest time of the year!  And in a few days, you will be right ...

5 Almost Obvious Ways to Close a Sales Deal

It isn’t really a stretch of the imagination to say that a typical sales deal is a long-winded path that may or may not affect ...

Vtiger’s Austin Customer Success Center is ready to assist!

We are super excited to announce the start of our customer service operations from our newest office in Austin, USA - The Vtiger Customer Success ...

Debunking Salesforce 360

You may have heard about some hilariously creative guerilla marketing by Freshworks during the recent Dreamforce event with skydivers jumping off a blimp with some ...
How to Create Buyer Persona for Smarter Selling

How to Create Buyer Personas for Smarter Selling

For enterprises all over the world, finding the right customers to do business with has become more convenient than ever before. Since it is no ...
How to Delight Your Customers and Retain Their Loyalty

How to Delight Your Customers and Retain Their Loyalty

For most businesses today, attracting new customers to their products or services is a daily routine. At the same time, it should also be a ...
Top 5 Sales Trends to Follow in 2020

Top 5 Sales Trends to Follow in 2020

Buyers now have the power to go online and research products and services on-demand that can be made available to them in a matter of ...
Copyright 2020 Vtiger | Privacy