CRM offers a business a variety of functions: sales pipeline management, marketing automation, contact management, and much more. It’s an integral business tool for any business regardless of size, and making the correct choice is a challenging process. But for some businesses, it’s important to be able to communicate easily and quickly with your customers. Customer service agents are often the only human beings that will ever interact with the average customer, unless your business owns physical retail locations. You want customer support interactions to go as smoothly as possible, as the quality of the service will directly reflect upon the quality and image of the company. Solutions Review has compiled the top customer service CRM solutions, as well as CRM with helpdesk and other support features.
Agile CRM was built with growing businesses in mind. For small businesses looking to save money, you can use this software for free, giving access to 10 users and allowing to store the information of up to 50,000 contacts. Their helpdesk software offers a variety of features to make sure your organization can offer a positive customer support experience. These include ticketing, groups, canned responses, and more. Users can received system-generated recommendations based on ticket labels, and customer service agents can create automated workflows to define priorities for tickets.
bpm’online’s CRM offerings include sales, marketing, and customer service. The sales tool offers a wide variety of capabilities and features, focusing on driving customer acquisition, development, and retention. Users can follow a customer through their complete sales journey and manage each stage of customer interaction. bpm’online offers two main service tools: a customer center that works well with companies looking to manage omnichannel communications, and a service enterprise, a good choice for medium and large companies looking to deliver service across multiple communication channels.
Freshsales CRM allows customers to take advantage of its sales pipeline management, and built-in phone and email capabilities. The software provides access for an unlimited amount of users, unlimited contact storage, as well as mobile application access and many other features. Freshdesk, the customer service toolset, aims to simplify the support process. Features include agent collision detection, canned responses, team inbox, parent-child ticketing, and much more. Native email, phone, and chat capabilities make this solution a good choice for any company.
HubSpot is a free CRM solution with sales and lead nurturing capabilities. Users can store as many as 1 million contacts and companies, and access to HubSpot is free forever. Functionalities include contact management and insights, email tracking and templates, reporting dashboards, Facebook & Instagram leads, integration with Gmail & Outlook, and much more. This vendor’s Service Hub offers a customer support interface, the ability to create frequently asked questions, and customer feedback capabilities. In addition to standard service features, Hubspot also offers conversational bots, and goal-oriented metrics.
Maximizer offers a feature-rich suite of products, with capabilities including sales, marketing automation, contact management, cloud-based data storage, and a companion mobile application. Maximizer also offers features like unlimited storage and investment account management, which can be unlocked via a collection of different sales package add-ons. In terms of customer service features, Maximizer aims to provide customers with four core services: resolve cases faster, improve sales team productivity, increase customer retention, and track & optimize performance.
Microsoft Dynamics 365
Microsoft offers a wide array of business applications for every industry and business vertical out there. With their customer service offerings, this vendor focuses on providing omnichannel support, empowering customer agents to interact with customers in real time through chat, mobile text messaging, or AI-assisted service. Customer service agents can create virtual agents using a guided, no-code graphical interface. These bots can handle lower-level inquiries and frequently asked questions, which frees up time for your human agents to address more urgent or complex needs.
Sage empowers their users to improve their customer service through a variety of features. This includes team management, where agents can mange customer service cases and monitor certain metrics. While working on a case, agents have access to a central repository of customer service solutions, and can publish their own reviewed and approved solutions. Sage also offers a web self-service feature that allows users to connect their existing website to a web self-service portal, empowering customers to solve their own issues.
Salesforce offers an expansive suite of business apps, most notably the Sales and Marketing Clouds, Analytics Cloud, App Cloud, and IoT services. This vendor’s Service Cloud gives users the insight to understand their customers, and streamline their workflow. Agents can utilize productivity tools like macros, keyboard shortcuts, and ready-to-use templates. During active cases, agents have access to recommended articles and optimized article search for additional information and assistance. Users can also customize and automate any service or approval process.
SugarCRM is designed to provide an excellent user experience, offering a simple UI and wide breadth of customization options. There’s also a special relationship intelligence add-on available to those who need it. Key features include sales automation and forecasting, lead management, sales campaigns, and quote configuration. SugarCRM’s customer service tools aim to address common issues like unbalanced agent workloads, reduction of inbound cases, raising satisfaction scores, decreasing response and solution times, and much more.
Zendesk offers a wide variety of business applications and software, offering CRM and sales capabilities in addition to call, chat, analytics, and campaign functionality. Zendesk Support wants to make it easy for its users to manage customer interactions. With features like web widgets, pre-defined ticket responses, and customer search history, agents can give customers faster support on their preferred channels. Users can customize a workflow or use apps and integrations to fit their personal work style.
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