Riding in the back of the car you have a great view. You are at ease — just staring out the window looking at the scenery. Moments later you realize someone has been asking you a question over and over and you were completely clueless. It happens all of the time in our car. Often because of one distraction or another a communication was lost. This for many can be more than a little frustrating.
When customers are calling into your support line, more than likely, they have run into some kind of of hiccup or obstacle. “56% have to re-explain an issue when speaking to customer service (Harvard Business Review).” Think back to the car conversation — it is extremely disheartening to have to repeat yourself over and over again.
It is crucial to have a streamline communication tool that will allow you to stay connected with your customers — and about your customers! You need a tool that not only allows you to stay connected with customers but stores their history so you don’t have to ask them to repeat themselves. If you are putting someone “on hold” to look up their account this will only add to the frustration. We have pulled together a few of the best customer communication tools in 2016.
Hubspot CRM
“HubSpot CRM makes it easy to organize, track and grow your sales pipeline. And it's 100% free. Forever. HubSpot's Free CRM integrates seamlessly with our Marketing and Sales Platforms, making it easy to hand off qualified leads, personalize your approach and close the deal.”
Salesforce
“As an all-in-one software, Salesforce offers everything you need to find and keep customers, close sales and grow your business. Features include contact management, lead generation, opportunity management, sales forecasting, workflow automation, collaboration tools and many more — all in one, easy-to-use platform. Salesforce is also a cloud-based CRM software, which gives you anytime, anywhere access to your data, even from mobile devices.”
CloudFactor
“CloudFactor connects salesforce.com with Gmail and Google Calendar, to provide users with the right information, in the right place, at the right time. By making it easier to access and manage relevant customer information, CloudFactor helps boost user productivity and improve customer intelligence.”
Box
“Working with coworkers, customers and partners has never been simpler. With Box, not only can you securely share files, you can also create, edit and review documents with others in real-time from anywhere, on any device.
From simplifying how you manage your content to empowering global teams, Box helps you work smarter and faster than ever before.”
Some of these tools store information, some let you share information whatever you choose you need to make sure that your team has a way to communicate and know about your customers, easily. Also, now that you have some tools to noodle around, make sure to keep in mind your organization and your goals. It is important to pick a tool that works best for you. Not every tool is one size fits all.
If you are looking for the final piece to the puzzle you need Ving. Tools like Box (similar to Google Drive) will help you get documents ready, tools like Salesforce will help you log history but you need a tool like Ving so you know how engaged your customers are with the information you are sharing with them.
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