"Customer Service Management Application: Its concept, importance, and role in building a successful business project."

"Customer Service Management Application: Its concept, importance, and role in building a successful business project."

Nour Bakdounes
Nour Bakdounes
Time to Read: 6 min

In the past, humans used to travel from one country to another, carrying their goods on horses and relying on servants and slaves to transport the goods. Despite the simplicity of the available tools in those times and the difficulty of conducting business, trade was a world that all members of the tribe aspired to enter. Therefore, merchants were the masters of the people, and even in movies and series, the entrepreneur always appears as the man with power and the first word. All these factors pushed people with limited income to think about entering the world of trade, either with the aim of overcoming poverty or improving their financial situation, or even to achieve a prestigious social status among people. Who among us has not imagined himself as a wealthy entrepreneur, riding his luxurious car, carrying a business bag in his hand, traveling between countries just like the rich people we see on TV? But can this dream become a reality? Will you really ride a luxurious plane and travel from one country to another?

In fact, if you have a project, even a small one, the answer to this question lies in one sentence only: "building an organized customer base"...yes!

Building and organizing a customer base, understanding the targeted customer segment, and handling them properly are what allow you to expand your business. In the past, despite the difficulty of traveling from one country to another, entrepreneurs used to bear the burden of travel to expand their networks and achieve greater commerce. Over time, this process became easier, and due to the realization of the importance of relationships in business, many programs were created to organize the communication process between the customer and the project owner.

No matter what your field of work is, you must realize the importance of "communication style" between you as a project owner and your customer. This view is not unique to you, as the importance of the "customer" has been reinforced in the minds of business owners. Many theories have emerged that give the customer absolute powers to request what they want, and the phrase "the customer is always right" was the slogan of anyone who owned a small project and wanted to develop it.

The importance of the customer base and the correlation between the success of the business project and the degree of organization and arrangement of their data prompted the creation of what is called "customer service management application." This application helps you manage your customer relationships in a fantastic way, and is called CRM for short. This type of application provides you with everything you need to organize your business relationships, so that you can follow up with your old customers and find their personal information such as phone numbers and personal emails, and the shape of the agreements concluded between you. Instead of searching through old notebooks or trying to remember the shape of the agreement between you and your customer, you can gather this information in one place. This type of program provides you with many basic services if you really want to develop your business, including:

1- Organizing agreements and deals with your clients:

As a project owner, what you most need is to organize agreements and deals that ensure the other party's commitment to what was agreed upon. Instead of keeping these deals in a file on your desk containing hundreds of papers, you can access this agreement through a customer service program in just one minute.

2- Professional customer follow-up:

A customer service program helps you follow up with customers without forgetting the smallest details. You can create a specific task with a set date, for example, "the final deadline for receiving payment from the customer is two months from today's date." You can create a task that reminds you to communicate with the customer through the customer service management application.

3- Organizing customer data:

Customer service applications were created specifically for this task, where these applications help you sort your customers according to priority, organize your agreements with them within tables, so that you can store the most accurate details related to the customer and their agreement in a very easy and clear table.

4- Do you have customers who own more than one brand?

A customer service program allows you to link the name of more than one company to a single customer or vice versa, which makes it easier for you to access any information related to the name and information of the owner of any company you have and vice versa.

5- Live chat:

Customers can communicate with you through live chat in a way that suits you and your team.

6- Converting visitors into customers or even potential customers and following them up:

You can follow up with customers who have visited your site and target them as potential customers, which can help you expand your customer base.

7- Documenting the course of the agreement from the first step to the final result:

With this feature, you can evaluate your team's performance, know the complete steps and the result of the agreement, and the reason for the customer's loss and the failure of the deal.

Here are the best customer service applications in the world:

Customer service is a crucial aspect of any business, regardless of its size. It helps in building customer loyalty, attracting new customers, and improving the overall reputation of a company. In today's fast-paced world, there are several customer service applications available that can help businesses manage their customer base effectively. Some of the popular customer service applications are:

  1. HubSpot: This application offers a free version that is very useful for businesses that are just starting. It provides services in the areas of customer service, sales, and marketing. If you need more features, you can always opt for the paid versions.
  2. Salesforce Cloud: This is another powerful customer service application that offers several features that enable you to coordinate between multiple departments in your store. It also provides professional customer database organization and solutions to problems you may encounter while organizing internal company department tasks.
  3. Freshdesk: This application helps owners of large projects to organize and simplify their data effectively. It has a tremendous ability to organize and simplify large project data.

Many people believe that customer service applications are very expensive and are only suitable for large businesses. However, this is not true. Small businesses also need customer service applications to organize their customer base effectively. If you are a startup with a limited budget, you can always opt for the free versions until your project advances further.

In conclusion, investing in a customer service application can be a wise decision for any business. It can help you manage your customer base effectively and enable you to focus on other aspects of your business.

Nour Bakdounes December 8, 2021
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