By connecting several different communication channels into 360-degree communication through a CRM system (so-called omnichannel CRM), it provides a comprehensive overview of all communication with the customer in real time. In the relationship with the customer, knowledge of their individual needs and an overview of all mutual communication (customer experience) play a decisive role. The CRM user is informed if the service department accepted customer requests, or what suggestions from marketing messages were valuable to the customer and what they responded to, or what help the telephone support provided.
This information is valuable not only for building a better customer experience with your product or brand, but it also opens up new opportunities for marketing and sales departments to further collaborate with the customer.
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