Keep Customers Happy Getting new customers is much more expensive that having loyal ones. With SugarCRM, you will have the confidence that customers are super served all the time, thus increasing satisfaction and loyalty. SugarCRM allows your business to have 24/7 customer service in whichever channel they may reside.
Empower Service Reps to Super Serve By providing a complete view of your customers, service reps are now empowered with a single, unified experience to deliver the highest level of service from any device. SugarCRM provides a dynamic user interface with contextual and collaboration tools that empowers them to solve cases faster.
Case Management SugarCRM centralizes service history of every customer, allowing for a detailed view of requests and responses. It allows automatic escalation of unresolved issues to appropriate representatives to ensure timely resolution. SugarCRM also has case reporting features that enables monitoring the effectiveness of case responses which helps the organization identify process improvements for setting issue priorities and escalation definitions.
Knowledge Management SugarCRM helps customer support teams to better manage and share structured and unstructured information. It allows users to create searchable content through full text search, tagging and categorization. The contents can be managed in a stating process so new materials are reviewed carefully by the appropriate users whether manager or supervisor who approves and publishes the content.
Self-Service Portal SugarCRM’s self-service portal empowers companies to give their customers the ability to help themselves. Customers can create support cases, track the progression of each case, upload relevant information and search the knowledge base for resolution of their issues. The cases created will sync automatically in their profile in SugarCRM. This enables companies reduce the number of inbound support calls or emails by offering a self-service environment.