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  • Propose CRM Tools

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    Saskiaelvira
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    The document proposes using CS tools to improve the customer service process. Currently, customer messages are received manually without tools and ticket logging is only done by the production team. This leads to a bad customer experience and poor customer satisfaction surveys. The proposed flow would integrate all customer complaints into tickets using tools. The CS tools would allow for problem mapping by category, efficiency reporting, and a knowledge base. This would improve the customer experience and service. The proposed tools, from Sprout Social, would be email/social ticketing, ticket dispatch, a knowledge base, ticket trend reports, and they are free.

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    The document proposes using CS tools to improve the customer service process. Currently, customer messages are received manually without tools and ticket logging is only done by the production team. This leads to a bad customer experience and poor customer satisfaction surveys. The proposed flow would integrate all customer complaints into tickets using tools. The CS tools would allow for problem mapping by category, efficiency reporting, and a knowledge base. This would improve the customer experience and service. The proposed tools, from Sprout Social, would be email/social ticketing, ticket dispatch, a knowledge base, ticket trend reports, and they are free.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    8 views4 pages

    Propose CRM Tools

    Uploaded by

    Saskiaelvira
    The document proposes using CS tools to improve the customer service process. Currently, customer messages are received manually without tools and ticket logging is only done by the production team. This leads to a bad customer experience and poor customer satisfaction surveys. The proposed flow would integrate all customer complaints into tickets using tools. The CS tools would allow for problem mapping by category, efficiency reporting, and a knowledge base. This would improve the customer experience and service. The proposed tools, from Sprout Social, would be email/social ticketing, ticket dispatch, a knowledge base, ticket trend reports, and they are free.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 4

    CS Tools Propose

    Dipersembahkan
    oleh:
    Current Flow

    Cutomer mengirimkan pesan Receptionist / production team Pencatatan tiket manual hanya
    (email dan chat) menerima email secara manual dilakukan oleh production team.
    tanpa tools dan tidak terecord.

    Tidak ada mapping kategori masalah


    Bad experience customer dan bad untuk melakukan Analisa lebih lanjut
    survey customer satisfaction
    Propose Flow

    Cutomer mengirimkan pesan CS menerima seluruh pengaduan Probblem Mapping by CS (kategori


    (email dan chat) dan telah terintegrasi menjadi tiket masalah, jenis malasah, etc)

    Efficiency reporting (trend


    Customer Happiness reporting etc)
    Propose CRM Tools

    • Email and social ticketing


    Convert all email and social media queries from customers into ticket, prioritiez, and reply to them using Freshdesk.

    • Ticket Dispatch
    Categorize, prioritize, and route ticket to the right teams by creating our business rules.

    • Knowledge Base
    Create our own FAQ.

    • Ticket Trend Report


    Analyze the trend ticket of our team receives and resolves in a day and stay on top of our backlog tickets by allocating
    our resources at the right time.

    • Great in after sales service

    • These all in Sprout channel and Free

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