SugarCRM For Customer Support Automation
Impacts Of SugarCRM
SugarCRM Customer Support: Elevating Customer Satisfaction
Acquiring new customers is much more expensive than selling to existing ones. With Sugar Customer Support, companies have the confidence that customer cases will be handled quickly and effectively.
Sugar Customer Support centralizes customer service requests across channels to allow companies to manage inbound emails, diagnose bugs, share knowledge, and resolve customer issues. In addition, companies can defray customer support costs with the Customer Self-Service Portal.
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SugarCRM Inbound Email processing allows support organizations to better manage customer support requests through information sharing and routing. With Inbound Email Processing, users can create rules for in-bound e-mails and automatically assign cases to the right customer support representative.
The inbound Email configuration allows you to create a new case automatically when a new email is received at your support email email@example.com. Additionally Sugar comes with twitter feed whereby if someone comments about his support issue on company twitter handle the same thing can be converted into a Case for processing.
Once a case / ticket is created, it starts calculating the SLAs and workflows can be created for allocating them to corresponding persons
Many a times knowledge base acts as the repository of the support team knowledge so that when a new customer support executive is recruited or an existing customer support executive is stuck up with any unknown issue, knowledge base can help by bringing to the user.
Sugar’s Customer Self-Service Portal allows companies to provide self-service capabilities to customers and prospects for key marketing, sales, and support activities. Customers can create cases, upload relevant information, search the knowledge base, and track cases to resolution without ever having to pick up a phone. All cases automatically appear within the Sugar Cases module.
Customer Support - Frequently Asked Questions (FAQs)
A dedicated crm tool for customer support is essential if you are not able to track customer issues properly.
Yes. Sugar Serve from the SugarCRM product suite is specially designed for customer support teams, making it an effective customer support tool.
Customer service CRM enables companies to onboard customers and manage, organise and address their service requests in a systematic manner. It is also called helpdesk software, case management system ,or customer ticketing system.
Yes, a tech-savvy support team manager can implement Sugar Serve using the extensive documentation provided by SugarCRM. The user-friendly admin area along with developer tools like Studio helps configure the system without the help of a developer.
Yes, you can. Sugar Serve is a 100$% RESTFul application and can be seamlessly integrated.
Sugar’s service CRM called Sugar Serve is priced at $80 per use per month and billed annually.
You can get started with a service CRM in a matter of days. However if you have complex workflows and integrations the process may take a few weeks. Bhea can provide a detailed guide.