How can you proactively identify and resolve customer issues with CRM and CX tools?

Patterns can be defined from repeated customer complaints and escalations received and various tools can be used to gauge the same and action. Implement a sentiment analysis tool within your CRM to gauge customer satisfaction and identify negative trends. CRM software can be programmed to collect and analyze customer feedback from various channels like social media, emails, and support tickets. This data can be used to identify common complaints or suggestions.

Use a social listening tool like Sprout Social for listening of customer sentiment around social media post/comments. Find a way also to ingest realtime website, mobile app data and bring everything into the CRM. A CRM like Salesforce can provide a full end to end visibility of customer insights. With this, having an analysis took like Service Intelligence can help to provide a 360 degree view of the customer, before they even reach out of explicitly.

Customer feedback is the voice of the customer that tells you how they feel about your brand, products, and services. Collect customer feedback from multiple sources, such as surveys, reviews, social media, or customer service interactions. Analyze customer feedback using qualitative and quantitative methods, such as sentiment analysis, text mining, or Net Promoter Score (NPS). Act on customer feedback by implementing changes, resolving issues, or rewarding customers. Communicate customer feedback to your team and customers, by sharing insights, results, or testimonials. By monitoring customer feedback, you can understand your customers better, identify their needs and expectations, and deliver a great CX that meets or exceeds them.

Many advanced CRM systems come with predictive analytics capabilities. These can be used to detect patterns that may indicate potential issues before they escalate. Set up alerts for unusual activity, like a spike in customer complaints or a drop in purchase frequency. Use these insights to proactively address problems before they affect a larger customer base.

Some examples you can do this. 1. Telco: bring in network layer data, such as uptime etc and bring that into your CRM. Then use those data to start predicting potential issues. 2. Automotive: your car can now connect as an IoT point. Imagine being able to create a predictive maintenance cases based on actual driving details such as mileage, oil levels. With this, it's important to unify and harmonise the data and be able to go down to the personalised level. In Salesforce, you're able to do it with Data Cloud which integrates multiple data sources and bring it into Service Cloud for specific use cases and triggers.

Leverage AI can be one way through which solutions can be automated for effective case handling. Automate responses to frequently asked questions and common issues. Ensure that these automated systems are regularly updated based on incoming customer feedback and evolving FAQs. AI-driven chatbots and automated workflows into your CRM and CX platforms. These can handle common queries and issues, freeing up human agents for more complex tasks.

Always ensure that there is ample amount of follow up with customers once their issue has been marked as resolved. This helps in building end to end accountability and ownership with the customer which leads to an uptick in customer satisfaction. Set up automated post-interaction surveys or personalized follow-up emails. Use CRM automation to schedule follow-ups after issue resolution to gather feedback and ensure customer satisfaction.

Following up with customers based on their feedback provided through various forums is a very important action plan. If we are not going to follow up then there is no need or no right to ask for feedback. Also, We need to follow up with customers with a proper update on their issue or query or feedback.