How SugarCRM can address your most significant customer service challenges

HomeHow SugarCRM can address your most significant customer service challenges

Every successful company must understand the importance of customer service. No matter how good you are at developing innovative products and hiring the best employees, you are unlikely to succeed in the long run if you fail to put your customers first.

SugarCRM ensures that you have the opportunity to develop the systemic approach to customer service that is needed to retain your customers.

Reduce your response times

Today’s customers have sky-high expectations of the brands they purchase from, which means they expect a fast response when contacting customer service.

Sugar Serve has multiple valuable features designed to reduce response times as well as make sure that users are following any service-level agreements that are in place. The software uses case distribution tools that allow managers to assign each ticket to the appropriate team, which means tickets do not get passed to teams who lack the knowledge to resolve them. Additionally, the tools enable managers to organise tickets in order of urgency, meaning customer service can respond to the most urgent cases first.

Sugar Serve can also pull information from Sugar Sell, such as customer contracts, assisting in the prioritisation process through the terms of each service-level agreement. Serve also delivers dynamic alerts and reporting tools, meaning managers can identify bottlenecks and ensure team members are meeting targets.

Empower customer service professionals

Without the right tools (and autonomy) professionals need for their job, it’s difficult for them to determine the best course of action to solve a customer complaint. The Sugar platform offers a three-in-one sales, marketing, and customer service solution, enabling every customer to have a positive interaction.

Increase customer satisfaction

Sugar Serve’s Service Console is a great tool to prevent customer dissatisfaction due to its dashboard that displays customer satisfaction scores, average response times, and other key metrics. Customer service staff then have the information they need in an accessible place to provide a better customer experience. These metrics are also helpful in identifying problem areas and prioritising service issues.

Balance the workload

It’s challenging to keep up a balanced workload when cases are assigned manually which often leads to reduced morale. To ensure that no one person is overwhelmed with work, Sugar has tools to help distribute cases evenly among staff. Managers can assign cases based on capacity, team expertise, and urgency, thus making sure every case is closed quickly.

Extend your capabilities

Using multiple systems to store, enter, and retrieve data means employees spend considerable time searching for the information they need to meet customer needs. Using multiple systems to store, enter, and retrieve data means employees spend considerable time searching for the information they need to meet customer needs. SugarCRM eliminates this problem as the platform combines marketing, sales, and customer service tools and offers seamless integrations with other platforms such as email and calendar. Email integration enables customer service representatives to get the information needed to personalise emails to satisfy customers.

It is essential to have the best tools to help customers as expectations are higher than ever. Contact us today to find out how enable.services can help you implement Sugar.