If you’re using Zoho CRM for marketing and sales, you may also be wondering how to use Zoho CRM in other ways. One great way to use Zoho CRM is to improve your customer service, and if you aren’t using your CRM system for that already, you’re definitely missing out. After all, this is a big part of what Zoho CRM provides, and keeping current customers satisfied is the best way to increase profits. To do this, it’s crucial to depend on the following customer service metrics:
Open issues
It’s critical to know about any current problems, even if nobody likes hearing about them. They can’t be ignored. Instead of pretending that the problems don’t exist, it’s important to seek them out. It’s simple to track open issues with Zoho CRM, and from this, you can generate a report.
You can code and schedule a service problem as an open task, or you can create calls, tickets, incidents and problems as separate things to track. It doesn’t have to be complex, but the key things you’ll need to track include the customer, the problem, when it became an open issue, who’s working on it, what’s being done to fix it, and when it should be resolved. An open issue can potentially be a chance to sell more products or services; at the very least, it shows that you’re taking the extra step to give these customers attention, and that you’re working to solve their issues.
Customers without contact
If you want to keep your current customers happy, it’s important to proactively be involved with them and reach out to them. Otherwise, they may feel ignored and head to your competition instead. With your CRM system, you can create reports that alert you when a customer hasn’t been contacted within a certain timeframe.
Closed issues
It’s just as important to also keep track of closed issues. While fixed problems are always a good thing, it’s still helpful to know about them and document them, because it can help you understand the types of issues that are happening. You’ll want to routinely examine a closed issues report to see what type of product or service is causing the most problems, who was having issues the most, and if there is a pattern you can identify. With a closed issues report, it can be easier to see if other customers might be affected from similar issues in the future. Knowing these problems ahead of time can help to prevent them from happening at all.
Time to resolve
This can be included on your closed issues report, but you may prefer to have a separate report that documents each issue and how long it took to fix each one. This is important to know because customers don’t like to wait too long without a resolution. This report can also be combined with a workflow or alert, and this way, you can be alerted if something is taking too long and you need to expedite it.
Would you like to learn more about how to use Zoho CRM to improve sales, marketing, and customer service? You’ve come to the right place! The Marks Group offers expert-led Zoho training and support on all Zoho apps and products. Contact us at info@marksgroup.net to find out more and check out our YouTube video library!
