4 Pillars of iTouchVision’s CRM

Customer Relationship Management (CRM), in its essence, is all about dealing with the people who are the end users; it should be convenient, personalized, and compassionate—or, simply put, human-oriented. To provide the best to your customer it is important to understand and think from his point of view. For service improvement, developing healthy relationships with your consumers can be achieved through authentic communication. Customer loyalty is the key to retaining them all with their trust in your organization. Technological innovations have made a huge impact on the customer servicing skills, and today there are various options for organizations to interact with the customer. The proliferations of self-service channels like the web and mobile phones have made digitization a necessary factor.

iTouchVision provides a multichannel CRM system designed for the consumer goods industry to better the service experience. Based on our proven, configurable, highly scalable, and fully Web-based cloud architecture, we provide support for multiple service offerings while delivering a high total value of ownership.

Here’s the insight to how you can benefit with our online CRM software to serve your customers:

Web and App

A website is a primary source where a customer would visit to get his queries solved or raise a request.  With the mobile application development, the customer support software is also making a move to incorporate mobile support as everyone wants the instant help when and where they need it. With our proven CRM solution, you can enhance the online customer service by allowing them to express their query or register their request using web module or the mobile app, both exhibiting the features to submit pictures, location if required and any detail that a customer wants to share with the company. Also, they can track the status of the request which builds a level of satisfaction that their request is being looked upon with attention. It is developed with the concept of self-service at its core.

Contact Centre

Our product is specifically designed for the next generation of contact centers having the potential to help your consumer goods organization provide the world-class customer service. Our clients who have been using the contact center functionality have experienced a seamless customer relationship management. The contact centre empowers the agents at every level by providing up-to-the-minute information and in-depth customer and product knowledge with a dedicated knowledge-base to assist the customer. This approach enables quick and accurate resolution to problems and generates greater customer satisfaction. Cloud contact centre captures every interaction for a particular service request, customer, and agent. The data collected can be used for analysis and decision-making to improve performance and services.

Social Media

Social Media has given a new dimension to customer service. The availability of various social media platforms and the profound impact it has on the masses, iTouchVision has developed the Social Media Center- a social CRM tool to track the digital presence of your company & turn it into a positive opportunity by developing interactions. Any customer reaching out to you through social media will have the record directly integrated into the history of that customer & a request will be raised to handle the problem. As they say “happy customer” will lead to customer growth through referrals; utilise social media the medium to make an impact.

Email and Live chat

Every customer has the desire to receive a quick response to his request. Live chat is an option where a customer can get instant help. iTouchVision has benefitted the companies to deal with their customers using Live Chat & E-mail options. Using this feature, the company creates automated responses, pre-populated templates as answers and stores this interaction against the customer in the CRM database for future audits. Also, this enables the agent to directly create a service request and action task for the desired service. Email centre is a powerful tool to capture tickets directly into the system, assign tasks & send responses.

Be present where your customers are, gain the trust of every customer with our multi-channel CRM cloud based on human-centric customer service. Sign up for a demo to see how these four pillars can help your organisation with customer service.  You can also visit our social platforms on Facebook, Twitter, Google plus, and LinkedIn.

Make your Move now!

iTouchVision is one of the world's leading cloud-based service provider with innovation & excellence at its base. The company has made its presence in all business verticals with its technical & operational capabilities to enhance the working of private & public sector organisations. Our products, ranging from Web-based software to Mobile applications have made their mark globally to transform the way work is completed.