Self service with CRM system

CRM (Customer Relation Management) has been introduced and continued to invest for 2-3 years with the main components of Sales Force Automation, Marketing Automation and Support Automation, which focus on internal process management, are automated. Another aspect that is often discussed is the addition of multiple channels such as sales representatives, call centers, faxes, etc. to create more business opportunities and satisfy customer satisfaction. The last of CRM is the data is analyzed. To create a new business.

Self service with CRM system

With the growth of Internet users around the world. The trend of CRM applications has entered into the fourth wave of customer can self service with Internet, also known as web-based self-service. As a result of the success of the previous wave, the three main applications are: Multichannel Contact and Data Mining

Self-service with the Internet is an attempt to exploit. From the original CRM application that was previously invested and with expectations. That will reduce the cost of each customer contact. Because it is understood that self service through the site will cost you. Pay per contact is one of the cheapest. Compared to telephone, email and other communications that require employees to operate.

Self-service via the Internet consists of customer contact activities. Of the various processes and knowledge management system through the Internet, the site and the existing connection to the existing CRM. In principle Customers are able to handle various transactions. Through the Internet and can get immediate service.

However, the issue of investing in self-service systems over the Internet. It will drive more customers into the Internet. This is a worrisome point. Because the customer experience to use the service over the Internet is considered. It is still very low even though there are many Internet users. Analysts at the Allen Bonde Group have summed up one interesting figure. “Less than 10 percent of online shop websites can answer basic questions from customers. Automated through the website such as the return policy question. How to contact customer service department? “With a little experience of Internet users, one of the reasons for the early Funding for self-service via the Internet is higher. And if the application does not support the customer’s expectations. It will also increase the cost of communication as well. Because the number of customers to use the service can not make the investment system break even.

The availability of self-service via the Internet will depend on your customer experience. Do not expect most customers to use the service over the internet. As long as customers do not have the confidence to find information or services over the Internet and Internet services are not as good as the old way.

The self-service system via the Internet can serve as per customer’s expectations. When the system needs to know who is using the service. The answer or dialogue should be. That means the process of the Personalization. Self-service systems must quickly respond to customers who come to use the service and provide solutions or dialogue properly. To make customers more satisfied with the service.

Credit : Mr.Navik Namsiang