But how do you keep up with both processes to improve the customer experience?
A coordinated CRM ticketing solution can help you by merging customer relationship management (CRM) capabilities with sophisticated ticketing tools. Having both functionalities in one place allows you to streamline your operations, from tracking interactions to resolving complex end-user service requests.
You can take one of two effective approaches: implement a combined CRM and ticketing tool or integrate two dedicated solutions.
In this article, we dive into what a CRM ticketing overseas chinese in canada data system offers and what important details you should look for in a solution. We will then explain which approach can help you deliver better business services.
What is a CRM ticketing system?
It’s a platform that combines a CRM with a support ticket management tool. It allows you to manage customer information and access customer service tickets in one place.
Merging the two tools gives support agents a complete view of customer interactions, increasing the effectiveness of the support team. It also links ticket information with contact and lead information, so salespeople are always in the loop.
Keeping your sales and customer service teams on the same page helps you improve customer experience and streamline processes.
How does a CRM ticketing system work?
When you use two different solutions for CRM and ticket management, you have to switch between them to handle customer requests, which can cause bottlenecks.
Let's say a new support ticket appears in your ticketing system. The support agent can read it there. There, he or she can look at the customer profile in the CRM to find relevant data about the customer to handle support requests.
This is where a combined CRM ticketing system can speed things up.
A combined CRM ticketing system makes customer data available within the ticket, making it easier to resolve support queries. Agents and salespeople won’t have to search elsewhere for information or ask other members of the support team for clarification.
