While capturing leads and landing new sales is an extremely important factor in any business, maintaining and extending existing customer relationships is crucial. However, it’s often forgotten about; so allowing your client relationships to flourish will dramatically boost your business. So, when creating excellent customer service is an innate feature within your CRM, it’s as simple as a few clicks. Sugar Serve is a customer service CRM that focuses on what matters most to support agents.
SugarCRM created Sugar Serve to transform customer service in every business. We’ve been partnered with SugarCRM since 2005, helping businesses to revolutionise how they work.
We have extensive experience in the CRM industry, so we’ve come to know what works and what doesn’t. When Sugar Sell was introduced, we were delighted with the features and functionalities available at the touch of a button.
We’ve put together 5 of Sugar Serve’s most popular features for creating excellent customer service, all designed with support agents in mind.
1. A powerful and efficient Service Console
One of Sugar Serve’s most powerful features is its Service Console. It is a powerful interface that gives your team a 360-degree view of each individual customer and organisation. What this means is your support team can see all of the relevant information they need to provide an excellent customer experience at the touch of a button. You and your team are presented as professional and prepared.
2. Case routing with Sugar Serve
Sugar Serve comes with a built-in SugarBPM tool. It’s a workflow feature that allows you to build and construct automated processes to help with case routing. With this, you’re able to ensure that all cases are going to the most appropriate support agent without any delays. This means your case resolution time will be quicker, your support agents will be assigned the correct tasks, and your customers will be more satisfied.
With Sugar Serve, your case routing can be customised to how your business operates. Sugar Serve’s flexible and adaptable functionality means you aren’t limited to standardised processes; they’re bespoke for your team.
Cases can be routed on time-based assignments and escalations, or even departments or levels of support.
Book in a free Sugar Serve consultation with our team.
Why is excellent customer service so important?
- Satisfied customers lead to referrals and word-of-mouth recommendations to new business
- It can open up opportunities for cross-selling
- Increased customer retention
- Happy clients lead to motivated employees
3. Reporting and analytics
Improving customer service is almost impossible without being able to measure it. Sugar Serve provides powerful reporting and analytics to truly allow you to get the most out of your data.
With pre-packaged reports, you’ll no longer need to spend lots of time trying to uncover confusing analytics. You’ll have an instant view of the metrics that matter, allowing you to make data-driven decisions to improve your service.
Customisable dashboards are also innate to Sugar Serve – you can gain an overview of all data at a glance.
4. Sugar Serve’s Self Service portal
Supporting your customers doesn’t stop at solving cases – allowing them to help themselves is a huge added benefit.
Sugar Serve provides a Self Service portal for your customers to go to when they need an answer to a common problem. This is fully customisable to your business.
Not only will Sugar Serve’s Self Service portal allow your customers to gain more knowledge and therefore raise fewer cases, but it’ll also decrease costs by meaning fewer support agents are needed.
5. Clear user-interface
An easy and straightforward user interface makes excellent customer service a breeze. With information ready at the tip of their fingers – your team will be able to find the data they need when they need it.
‘The easy-to-use interfaces allow for minimal training and maximum productivity.