Transcript of Video
When a customer contacts you with a problem, question, or other issue, you only have a few minutes to make the right impression.
Knowing your customer is the first step to great customer service. Look the customer up in Microsoft Dynamics CRM Online and save them the frustration of providing information your organization already has.
You might start by reviewing service contracts to confirm they’re eligible for support or checking the activity history for any tasks, recent invoices, or order status.
Using cases in CRM lets you see the full story, and keeps the details of this and related interactions with the customer all in one place. When you open a new case directly from the customer’s account or contact record, CRM automatically links it to that record.
Sometimes you can’t help a customer immediately, or you need to route the case to an expert. You can assign the case directly to someone else or send it to a queue.
Issues that come in as e-mail can also be routed automatically to a queue, where other team members can accept and then convert them into cases.
To find an answer to the customer’s question, you can search a library of articles or review other cases to see how other customer service reps resolved the same or similar issues.
You can e-mail the article directly to the customer, and attach the article to the case.
If you need to investigate the issue, create a task with a due date so you’re sure to follow up with the customer.
When the issue is resolved, close the case. CRM tallies the time logged for the case’s activities and saves the resolution. If the customer calls back, reopen the case and keep helping them until you can close it again.
If you manage a team, stay informed of your team’s performance with reports that are based on activities, call length, and number of cases handled. This data helps improve scheduling and performance management.
With Microsoft Dynamics CRM, help your customers faster and more accurately with all the information for a case in one place.
