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In my last article I discussed the important transition from spreadsheets to a CRM platform . Now it’s time to focus your attention to service. This transition has opened up a new world of user functionality, and given you a greater ability to capture and manage your incoming business. So, business is booming, you’re experiencing growth and increased revenue. But now with this increase in incoming business, how do you not only service the needs of prospective customers, but also manage and surpass the expectations of your current customers?

The answer to all of these new and unfamiliar challenges is found in the Salesforce service tool, Desk.com. Desk.com works to consolidate your entire communications network through multi channel inboxes, self help portals and analytics, designed to understand your customer and their needs. This tool is paramount in your ability to ensure, you are the business of choice for your customers.

But how does this apply to your business?

Service has become an integral part of any small business, the evolution multi channel communications, and the vastly expanding world of social media, has lead to a need for businesses to converse with their customers not only actively, but proactively. Customers want answers quickly, and often want to find the answers on their own.

But how is this all possible? That’s a great question, and to understand the importance of such a system, it’s important to first understand the impact a single unhappy customer, can have on a business.

In a world where a single customer can reach a network of millions, small businesses are a single tweet from irreversible damage. But surely not that many people use social media right? Wrong, with over 50% of the world being under the age of 30, and more people in the world owning a smartphone then a toothbrush, your ability to act social is vital. The most alarming fact about the social revolution is that 90% of buyers trust peer recommendations. So with all this information at our fingertips, how do we better engage, and interact? 

So what would happen if you didn’t get back to your customers till you got through your daily emails till the next morning? Would it really matter? Surely the customer will just wait for you to reply right? Wrong. It’s reported 83% of customers will leave a website within 5 minutes1 of not being able to get an answer to a product or service related question. Instead looking elsewhere to purchase the product/ service.

Creating 1-1 relationships was the focus for getting your customer in the proverbial door, now you need an unfair advantage to keep them coming back, and the business of choice. Desk.com is that unfair advantage, capable of not only keeping you up to date with customer queries, but enabling your website to give your customers the ability to answer their own questions. If that wasn’t enough, Desk.com seamlessly integrates with the Salesforce platform. Allowing all of your business needs to be carried out in a single, simple but powerful place. The cloud is where you’ll take your businesses to a leader in its class.

So where do you start? Find it in the cloud.

Reference:

1eConsultancy.com