Deliver exceptional customer service via Centrahub's service automation CRM. Create a centralized platform to collect customer queries(tickets) from various channels such as email, social media, website, etc. Create helpdesk groups to streamline incoming tickets to different departments of the organization. Sync your forwarding email address with your Google accounts and directly receive emails on your service CRM dashboards. For example, the sales group will only receive enquires or suggestions related to sales. Assign incoming tickets to service agents based on their ticket resolution capabilities, expert knowledge areas, and automate ticket assigning based on the keywords and pre-defined rules for routing tickets.
Manage customers from multiple channels on a single platform to avoid errors in customer service management. Unify customer conversations from email, live chat, social media, etc. and quickly convert them into tickets in your service CRM. Get a 360-degree view of your customers at a glance with the previous purchase details, live chat records, and many more to help your service reps deliver personalized solutions. Enhance team collaboration with Centrahub's service automation software. Create groups for sales, marketing, and support team members and transparently collaborate their efforts. Delight customers and prospects with expert customer service with a minimum response time.
Centrahub's online calendar service helps you create events online and send invitations to contacts from your CRM in just a single click. Send reminders and alerts to your team members, prospects, and customers to keep them in the loop. Share and organize your calendar with your teammates and make updates every now and then with drag and drop options and collaborate team efforts with complete transparency. Leverage the independence to add and edit events on the go from your mobile phones.
The crux of customer-centric organizations lies in the power of understanding customer preferences and interests. How well do you know your customers? Most of the organizations do not develop their products or services around the pain points of their customers. We help you design solutions which cater to the pain points of your audience with robust customer survey forms. Leverage Centrahub's easy to create customer survey forms to know and understand your audience well. Create sophisticated HTML forms with no prior coding experience and embed them on various online platforms such as social media, email, website, etc. Collect all the responses on a single platform and streamline your answers to develop customer-centric solutions.
Centrahub's robust service automation tools help you resolve tickets like never before. Segregate incoming tickets with the help of ticket labels and add triggers to send canned responses to repeatedly asked questions. Save time and dime automating ticket replies with prefabricated help desk workflows. Identify frequently asked customer queries with the help of keywords and assign standard responses to resolve tickets faster.
Service reps handle hundreds of customer enquiries day-in and out. Aid your support team members in resolving tickets without failure with the help of time-triggered automations. Create ticket maintenance workflows according to the time gaps in which a customer query has been untouched. For example, create ticket maintenance routine after every one week an issue remains unsolved. Thus automatic follow-up protocols ensure your prospects trust stays intact.
Centrahub's service automation software helps you create SLA from inside the CRM. Define deadlines for ticket responses and mutually agree upon a resolution time based on both the parties business hours. Create personalized SLAs for different clients in your contact database and select the contacts you wish to deliver the SLAs before you hit send. Centrahub offers multiple SLA templates and even automates SLAs according to your business requirements. Make changes and update your SLAs with ease to deliver expert customer service standards.
The best form of customer service is a simplified self-service. Customers love to find answers without having to consult a support agent. Do not miss the chance to delight your prospects and customers with the privilege of self-service. Create knowledge base, FAQs, and customer forums which help audience help themselves. Leverage Centrahub's advanced search bar technology, which aids your website visitors to find what they are looking for in less than seconds.
Centrahub's advanced reporting capabilities enhance your service standards with real-time reports and analytics. Constantly measure and analyze team performance to ensure your reps meet their deadlines. Get to know the number of tickets closed, pending tickets, and many other metrics which help you work towards your goals. Increase customer satisfaction levels by reviewing and revising your service standards at regular intervals.