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5 Customer Service Features Your CRM Should Have

Posted by Indusa Admin on June 16, 2016 5:05 am

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You work hard to provide excellent customer service to increase customer satisfaction, drive loyalty, and retain lifetime customers. Getting to know your customers a little better can go a long way. It helps to build relationships and inculcate a sense of loyalty to your brand. Some companies are still trying to deliver customer service with multiple systems that are causing less than ideal customer service experiences.

According to Blake Morgan in her recent article in, “today agents are plagued with system overload.

The Evolution of CRMs

Working in ten different systems that include CRM systems from 30 and even 40 years ago is not only terrible for the employee experience, but it’s also just as awful for the customer experience. Having to wade through 10 systems makes the employee want to pull their hair out—additionally it adds a ton of time to the customer experience.” Shouldn’t technology help rather than hurt customer experience and employee morale?

Most modern CRMs have evolved to put the tools you need to deliver exceptional customer service including client database management, customer requests tracking from anywhere using any device, ticket management, case and/or issue management, complaint monitoring, appointment management, email integration, automated routing, social media, chat integration, and much more at your fingertips and in one solid application.

5 Customer Service Features Your CRM Should Have

Here are some top features that recent CRMs offer to help move your customer experience technology forward:

1. Multi-Channel Support

In Louis Columbus article on, he points out that “mobile apps customer service channel activity is forecast to grow 38%, mobile chat 12%, and social networks, 24%.  Customer portals and desktop chat are each expected to grow 19%.”  Start empowering your customers to connect easily with your organization through their preferred channel utilizing any mobile device. Organizations utilizing the administration capacities in CRMs get a 360-degree client view, including basic information from social connections and voice of the client criticism. It can help in monitoring channels for new cases automatically from posts on social media and from email


2. Customer Portal

Customer service portals empower you to furnish clients with very customized and interactive services over the Internet. For instance, in Microsoft Dynamics CRM, customers can enter issue tickets by logging onto your system and can access tailored content and other relevant information. The self-service capabilities for CRM provide them with options to deliver consistent and up-to-date information.

3. Knowledge Base

With a common, accessible place for documents, you can trade correspondence or welcome proposals/arrangements from colleagues on tickets that require quick determination. This also enables both clients and service agents to access a solitary wellspring of bound together information. Dynamics CRM Knowledge Base has customer service groups that can be used to store and effectively share information from any device. A self-learning knowledge base provides relevant answers to support queries in real-time.

4. Interactive Dashboards

The interactive service hub cartels the best of analytics through dashboards, statistics, and views for web and mobile into a single interactive UI. You can analyze trends, forecast opportunities, and gain powerful insights into customer activities and service agent productivity. Real-time, interactive dashboards improve service metrics and visualization capabilities.


5. Chat Integration

The main thing that a customer searches for when they are delving into web indexes around an association or an organization is their official site. You may have a live talk alternative on your site, which encourages on-the-spot query resolution. Customers love to get answers to their questions coming within seconds, and service agents can attend to their queries in real-time and enhance customer experience.

Managing Your Customer Service More Efficiently

There are several great CRM systems available that can provide rich context while associating with customers. The key advantage to have a CRM in place is to know when a customer last contacted your firm, how many times they have utilized your service, and you can better assist them – which can easily set you apart from the rest of the service vendors. The customer service CRM software adoption brings a smarter approach to resolving your customer queries, delivering a faster and great customer service.

Read this eBook that gives an in-depth look at the customer service analytics, and how to leverage the interactive dashboards in modern CRMs for extensive analytics and advanced visualization capabilities to help meet your customers’ needs.

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About the Author – Neha Kumar

Neha Kumar is a digital media evangelist and marketing professional. She overlooks Indusa’s content management, social media, online events, email marketing, blogs, digital campaigns, lead generation and inside sales activities on a broader scale.



Topics: CRM