CRM Benefits: Consistent Customer Messages Across Channels

    

Blog - CRM Benefits Consistent Customer Messages ACross Channels

Did you ever play the “telephone” game when you were a child? That’s the game where one person whispers a message to a player, then in turn whispers it to another player, and so on until the last person has to state the message out loud. Hilarity often ensues when the final person repeats the message because it’s so different from the original. It always proves the point that when different people receive and share messages, unexpected and unintentional changes to the message creep in. It’s just human nature.

The same goes for companies seeking to respond to customers in today’s busy, multichannel world. It seems like every day new channels are created. Social media platforms for messages, pictures and videos, email messages, instant chat, phone calls...customers choose how they wish to communicate with companies, and smart companies monitor and respond across multiple channels.

Fortunately, businesses have tools available to them to ensure consistent messaging across channels. One such tool is the CRM system. CRM stands for ‘customer relationship management’, and it can help your company share the same message regardless of communications channels. Here’s how CRM systems can help your company avoid the “telephone game” syndrome.

Consistent Messaging from One Central Source

When your company’s marketing messages originate from different sources, it takes more time and effort to manage the source materials to ensure consistent messaging. CRM systems reduce that time since all messages can be input into one system and sent from a centralized source. Now your customers can receive the same marketing message no matter where they turn online.

Data for All

Another benefit of having a CRM system is that the data contained in the system can be made available to everyone throughout your organization. The sales team checking on accounts reports the same customer information as the call center. Call center teams can log customer complaints or concerns into the system so that sales knows what’s going on with their accounts. It’s a seamless way to communicate messages throughout your company as well as throughout the multichannel world your customers live in.

CRM Systems: Multichannel Support

Another way that CRM systems facilitate easier and more consistent communications is through multichannel support. Customers often choose the communications channel that’s most convenient for them. They appreciate receiving a response via the same channel. It’s not enough to direct them elsewhere. They want to hear from you on the platform of their choice.

CRM systems that enable monitoring across multiple platforms make it easier for your company to offer multichannel support. Social media monitoring, email, chat desks—it’s all in one place. Customers appreciate the choices for getting help or questions answered.

Are You Ready to Make the Switch? Check out our Guide to CRM.

BAASS Business Solutions is all about helping companies find the best resources for their needs. Whether you need a robust CRM system or a system that absolutely must communicate with other computer programs, we can help. We work with you carefully and thoughtfully, listening to your needs and creating solutions that solve problems. Contact us today or call 1-888-650-5544 for a consultation and more information about BAASS Business Solutions.

 

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About The Author

BAASS Author

BAASS Business Solutions customer-centric, collaborative approach has enabled us to expand our team and office locations throughout the years. BAASS has over 20 locations throughout Canada, the US and Caribbean. Our success has been built on a simple formula - deliver what we promise and build long-term win-win relationships.