CRM is a broad term that can encompass virtually every mode of customer interaction. A growing number of companies recognize to effectively compete in the information age, they must serve web-savvy customers who demand support 24x7.
Managers should focus their attention and resources on running and growing their core business. An online customer support automation system is a low-risk and cost effective alternative to traditional CRM systems. This serves the customers that demand convenient, multi-channel support.
An online, self-service system that incorporates knowledge base search tools and auto-response emails can reduce incoming customer email and phone calls by 80% or more, which dramatically reduces costs. At the same time, customer satisfaction, customer retention and sales rise because customers get immediate and accurate answers.