Sandeza Intelligent Live Chat has recently released a new feature called contact management that can support the productivity of your business’s customer service agents. Contact management facilitates the performance of customer service agents in responding to customers who need help. It is a solution when you have difficulty collecting a lot of customer data as your business grows. Furthermore, this article will explain in more detail what contact management is and how it can help your business.
What is Contact Management?
Contact management is a system designed to record and store several contact details of one customer so that they are grouped in the same account. Apart from recording and storing, contact management also functions to track the history of previous interactions with customers. In short, contact management works to collect basic information about customers such as names, telephone numbers, and email addresses, which are later arranged in a format that can be searched easily.
The addition of Contact Management features in Sandeza Intelligent Live Chat is a strategic move aimed at improving customer experience, operational efficiency, and compliance with data privacy regulations. This feature allows you to manage customer information centrally, provide more personalized and relevant services, and improve efficiency in handling customer inquiries and issues.
Contact Management in Sandeza Intelligent Dashboard
In the Sandeza Intelligent Live Chat dashboard, customer service agents can use the contact management feature, namely managing customers, which has uses such as:
- Adding customer data
Agents can add customer data in various ways, namely creating new accounts by adding manually or automatically by importing users by bulk import or via API. Not only adding, contact management allows agents to be able to edit and delete certain sections. - View customer data
Agents can view customer activity information and open chats or tickets on behalf of customers. In addition, the history of conversations (live chat) and tickets can also be viewed from the customer profile. Agents can also search by keyword to facilitate the customer service process. - Merge duplicate customer data
This feature allows the Agent to merge multiple accounts for a single customer from various channels used to contact the Agent.
Why Contact Management Become an Important Feature?
- More responsive and personalized interactions
By keeping detailed records of interaction history and customer preferences businesses can customize their communications to meet the specific needs of each contact. This results in more personalized and effective customer engagement. - Improved agent work efficiency
A centralized database allows customer service agents to quickly find contact information, and schedule follow-ups on issues, leading to increased productivity and a smoother communication process with customers. - Data-driven decisions
Centralized contact data can be analyzed and provide insights into customer behavior and trends, helping your business make informed decisions and strategies. - Better customer experience
Regarding the level of responsiveness in the process of serving customers, customers will certainly have a good customer experience. This can build strong relationships so that in the long run, contact management plays a role in increasing customer retention, reducing churn rates, and increasing long-term revenue.
Effective contact management is one of the keys to successful business operations. By systematically organizing and maintaining customer contact information, your business can improve communication, increase efficiency, and build stronger relationships with your business customers. Contact management helps your business improve existing customer service processes.
The implementation of a contact management system such as the one offered by Sandeza Intelligent, can generate significant benefits for your business so that your business can grow rapidly.
To apply contact management to your business’s customer service processes, contact us here for more information about Sandeza Intelligent Live Chat.
