Best CRM Practices To Follow This 2022 For CSRs

    Businesses have invested more in technology and software in recent years, especially in CRM platforms. Customer relationship management or CRM is a tool for managing customer information, transactions, and communication within the business operation. CRM platforms have become a sweet spot for many business owners to help their CSR deliver an excellent customer service experience. 

    For B2B businesses, it helps them understand their clients’ intention, consideration, and budget with the data collected in the CRM. Clients’ data should be accurate, consistent, and updated across their sales channels. As for B2C businesses, using a CRM tool is a great way to gain insights into their customers’ buying patterns and emerging behavior. It helped many e-commerce companies to see what products and services their customers are interested in. 

    A CRM, just like any tool, is only as great as its users. Using a CRM to its full potential with best CRM practices in mind can put a CRM tool to its highest peak. Here are the best CRM practices to follow this 2022 for customer service representatives. 

    Best CRM practices to follow this 2022

    Leaving detailed notes

    Sometimes, your CSRs are closing tickets without properly leaving a note. It is a nuisance to some representatives to see abbreviated notes or such as these:

    A customer called in today and provided answers to general questions.

    Provided self-service option.

    No further questions. 

    cci today // gen inq // give SSO // end

    If you are the following representative, you will wonder what questions were asked during the last interaction with the customer. Your representative would apologize to the customer for many cases because the previous interaction was not properly logged.

    Leaving a detailed note helps the next representative to understand the customer quicker and better in the next interaction. This makes it easier for the following representatives to provide advice or possible resolution at the early stage of interaction. This also leads to the next best practice of CRM. 

    Reviewing of notes before setting expectations

    Responding to customer communication is a good practice, but responding without the appropriate context would only frustrate the customer. Not only would it look like you are not trying to understand them, but it also makes them feel like you are rushing to end the conversation. 

    Whenever your representative opens a CRM ticket, they should make it a habit to review the note immediately after taking the ticket. This will give them the proper understanding of what is happening and respond accordingly to the customer based on the note context. This would make the customer feel their concerns are heard and not taken for granted. 

    Checking backlogs daily

    Backlog tickets can impact the customer service experience, and it is essential to provide an update to the customer about their concern. Even though the ticket is still awaiting approval, you have to notify customers, just like in HubSpot text messaging, in the form of SMS or callback.

    Leaving a lot of tickets unresolved or unattended can result in a poor customer service experience, increase escalations, and negatively impact first-call resolutions (FCRs). It is ideal to do an outbound call for urgent follow-ups with the Pipedrive dialer embedded in the CRM. This feature can help resolve backlog tickets in Pipedrive CRM quickly and efficiently. 

    Assigning correct tickets

    In a CRM, incoming tickets are chaotic and unrefined, especially if you do not implement automation for its triage system. Triage is where new tickets are screened for spam and assigned to the correct department, and it automatically uses ticket tags to assign them to the right team for proper handling. This will create a sense of urgency for different teams to successfully work on a customer case. 

    If tickets are assigned and tagged correctly, a lot of time will be saved as the case doesn’t have to go back and forth between departments. Your representative should be trained well to identify issues and concerns not belonging to them, and this way, they can focus more on assisting concerns they are specifically trained for. 

    Looping the person needed in the ticket

    Your representative will inevitably need someone’s assistance with their ticket. That is why communication is essential in a CRM process. A representative must communicate with other personnel involved in the ticket, such as escalation or technical support. It is never wrong to seek assistance from your supervisors, subject matter experts, and team members. 

    Everyone can take accountability for the case. There are times that customer service representative’s work together to resolve one particular case. This will help build collaboration and trust within the team. It is also one way to facilitate learning within the organization effectively, so make sure to involve people who can help with your CRM tickets. 

    Utilizing CRM integration

    Your CRM tool has hidden gems you ought to find and use. This can also depend on how much the organization has paid for the CRM tools and their integration within. Use an integrated phone system inside the CRM like HubSpot phone integration that enables representatives to dial a phone number inside a CRM. 

    Your representative can utilize tools integrated with the CRM to be efficient and productive. For example, they can use voice notes to write their notations instantly or quickly access customers’ billing information. The possibilities are vast in CRM integration, and your business should be able to equip the suitable integration that works best for your representatives. 

    Tagging tickets correctly

    As time goes by, your representative may become complacent with tagging the correct label in the ticketing system. Proper tags can help with reporting and analytics, and all tickets must be tagged correctly. A representative must use the proper tags for every outcome of the ticket, whether call disposition, SMS tags, social media tags, or other purposes.

    Minimize the use of “other tags” in the ticketing system as this can cause trouble for the reporting later. Use only “other” for tickets with multiple concerns or tickets that do not fall into your case category. All in all, you are only going to encounter this type of tag, so do not abuse it for any other reasons. 

    Ready to implement these practices already

    Talk to your team about implementing these CRM practices. Remember that you always have to keep them in the loop of any changes in the processes. Ask them whether these practices can improve their work or not. Understand their needs and sentiments and try to negotiate them with them. Once you do, you will have a clutter-free workflow in your operations. 

    Incorporating these practices in your organization would significantly improve your team’s efficiency, productivity, and output. You also have to find the best CRM tool that will allow your business to grow, scale, and run smoothly across different teams. Remember that a CRM tool is only as good if best practices are incorporated in it at the end of the day.



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