CRM Project: Enhancing Customer Service
Nicolette C N
The project focused on improving customer service interactions and resolving customer issues.
Boards
Customer Support Board
Column: (Customer Name, Contact Information, Issue Description, Priority (High, Medium, Low), Status (Open, Pending, Resolved), Assigned Agent (Customer support representative)
Customer feedback board.
Columns: (Customer Name, Customer feedback, Assigned Agent, Assigned Agent Response)
Automation:
Automatically assign customer support requests to the available agent based on workload or skill set.
Send notifications for agents when new requests are assigned to them.
Send automated email confirmations to customers acknowledging their requests and estimated resolution time-frame.
Results:
Efficient tracking and management of customer support requests.
70% Improved response times and resolution rates.
80% Increased customer satisfaction with timely and efficient service.
Centralized knowledge base for customer support agents
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Posted Jul 9, 2024
I managed the project: created the boards. dashboard and automated workflows.
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