Why customer service teams need a CRM
Working in customer service brings with it a unique set of challenges. Keeping tabs on all your contacts and maintaining an overview of their customer data isn’t easy.
Tracking which customers you’ve contacted and who you need to reach out to can be challenging without the right CRM (customer relationship management) tool.
Pipedrive’s CRM software has many useful features that simplify customer service. Pipedrive offers customer service professionals tools to organize customer service processes, facilitate communication with customers and improve customer experience so they never miss a sale.
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How CRM software improves customer service
A CRM should contain several features to help you offer better customer service. They should enable you to connect with and nurture your customers, keep all customer data in one convenient place and automate follow-up tasks.
How Pipedrive works as a customer service CRM
Pipedrive is extremely useful for the entire sales process but comes into its own for customer services and when used to enhance the customer experience. Its key features and add-ons, many of which are fully customizable, will help your customer services staff develop strong relationships with current and potential customers.
What to look for in a CRM for customer support staff
Not every CRM suits every use case. You want a customer relationship management tool that fits your business, workflows and staff. If providing top customer satisfaction is your goal, look for a CRM that:
Offers usable contact management: Managing vast amounts of data with the wrong tool leads to frustration and confusion.
Suits your support team: Some CRMs are great for sales reps. Others prioritize profitability. If you value customer satisfaction, you need a tool that will allow you to efficiently tackle customer issues.
Helps you work with potential customers: Customer retention is one thing, but nurturing potential customers is equally important. Pipedrive’s CRM helps you easily correspond with new customers via apps, chatbots and other integrations.
Effortlessly collect your website visitors’ details
Getting contact information from potential customers should be straightforward.
Pipedrive’s Web Forms, part of our LeadBooster add-on, enables you to embed customizable contact forms into your website.
Create your own web forms from scratch or use one of our powerful templates. You can add prospects as deals or leads and customize your post-sale process – including showing prospects a thank you message or directing them to another web page.
All your emails, just a click away
When you’re corresponding with customers while doing other tasks, constantly switching from one piece of software to another quickly becomes tiresome.
Pipedrive’s CRM offers email access within the software to make customer comms a breeze. Start by synchronizing your email account in Pipedrive to compose and receive emails without leaving the software.
You can then automatically link contacts, leads and deals to emails based on their email address. You can customize your emails with text formatting, images and smart fields that pull information from your Pipedrive deals and contacts.
Track your customer interactions
As a customer service professional, knowing exactly where you’re at with each customer is crucial. Without the right tool, it can be confusing.
Pipedrive allows you to have all your customer history close to hand so that you can mark which customers you’ve contacted and who you still need to reach out to.
Say goodbye to spreadsheets and notepads full of customer information – centralize your data and have peace of mind that all your customers’ information is safe on a cloud-based CRM.
You can even customize your pipeline stages to suit your customer service process.
Automate mundane repetitive tasks
You’re not alone if you feel like you’re spending too much time on legwork and too little on customer service.
Pipedrive’s Automations are designed to streamline certain tasks at specific points of your sales process, saving your customer service staff time.
You can trigger automatic reminders, send personalized messages and even schedule an activity when a deal moves to a different stage in the sales cycle.
Every customer’s data at your fingertips
If your reps are relying on spreadsheets, email servers or even stacks of paper to manage your customer data, then a CRM could greatly improve productivity and reduce bottlenecks.
Pipedrive puts all your customer data under one roof, so it’s just a click away. See at a glance where all your leads are in their customer journey and facilitate more efficient communication.
Help your customer services team get even more out of Pipedrive
Below are a few selected apps that integrate with Pipedrive and are available in our Marketplace.
How JuiceBar manages exceptional demand with Pipedrive
US-based JuiceBar is a full-service provider of electric vehicle charging stations. It had problems with poor user data hygiene, complicated data manipulation and a lack of integrations, requiring constant manual reconciliation.
After a seamless migration from Salesforce to Pipedrive, the JuiceBar sales team was better able to maintain accurate and up-to-date data on the company’s CRM. This has helped team members to collaborate better with new customers and refine exactly which leads they should be targeting. The knock-on effect of this was greater customer loyalty.
“I am consistently impressed with Pipedrive’s ability to walk the line between a rich data reporting backend and simple user data entry.”
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