Customer service is the front line when it comes to external
communication with customers. Questions about products or services,
complaints, and administrative problems often show up first in this
This can take place through various channels, such as social media, the
telephone, email, and written correspondence. In dealing with a
question, it is important that all information be kept together in an
organised fashion. This makes colleagues aware of the nature of a
problem, so that they can easily take over or send the matter on to a
It is also important to have a powerful analysis tool for questions, to
determine where the obstacles lie and which calls need extra attention.
This tool will also provide an overview of the "busy days", so that the
level of staffing can be adjusted accordingly if necessary.
Integration with Outlook
The Customer Service module of the Archie
CRM system features all of that and much more. The telephone link
presents an overview of the customer instantly, and allows a call to be
placed at the push of a button. The complete integration with Outlook
makes communication quick and allows an automatic confirmation to be
sent with the call number and the content of the question. When
contacting a new person, their details will be stored in the database
directly, and linked to all further correspondence and other contact
moments associated with this person.
Activities can be created and linked to the call to enable progress
Solutions and reporting
Standard solutions are displayed automatically. If a question or problem
has been investigated previously, the solutions that were found and
actions that were taken will be shown.
Reporting of calls is possible through lists or export to Excel. This is
useful for, e.g., the sales team to take along on periodic customer
The Archie CRM Customer Service module makes working on communication
towards customers efficient and simple. Whether information arrives by
telephone or via social media, Archie CRM's integration with Outlook
ensures that everything is neatly recorded and linked with the right
contacts and businesses.
If you would like more information about this module, you can always
request a live
webinar or contact the sales department.
[ Back To NFVZone's Homepage ]