16 August 2017
Manage all your contacts from one overview
In My Contacts, the Watermelon CRM , you can access all of your customers’ details. CRM is short for Customer Relationship Management. A CRM system is a central database where all of your contact information is stored. Every customer who contacts you, is added to My Contacts. This lists which channel a customer’s call came in on, and when contact took place. In the archive, you can review all previous conversations, so you are up-to-date when it comes to your customer’s history. This enables you to provide the best service!
Tags & notes
Starting today, you can also add notes to conversations, which can also be found next to a contact’s personal details in My Contacts. This lets you see all of the most important information about a customer at a glance. A conversation can also be tagged to indicate the conversation subject or whether a complaint is concerned, for example. This lets your colleagues immediately see what the contact was about. Notes can be added to customers to indicate whether they were happy or unhappy about something, the reason they contacted you, and other pertinent information.
In the future we’ll also add the option of collecting information for customers who contacted you through different channels in one place. This gives you a complete overview of a contact’s history and which channels they got in touch through. Listing all conversations together will make them easy to search. Thanks to My Contacts you can provide better and faster service. You have all relevant info at your fingertips, instead of having to search different channels to try and find when a customer contacted you before.
We also wrote a blog explaining more about the Watermelon CRM and how it can be used to help you help customers more efficiently. Read it here (Dutch).
Optimise your customer service with our new Statistics feature, which lets you review your customer service performance. You can view average response times for different channels, average conversation time, and the number of customers your department has helped under General Statistics. Check which days and times are peak hours for your customer service, so you know when a few extra hands may be needed.
Dashboard users can also review their own performance under My Statistics. This lets a colleague see their average response time, which channel most of their conversations came in on, and how many messages they have received and sent.
Administrators also have the option of accessing statistics for all colleagues from the dashboard, in order to review the results of customer service employees. Here, the administrator can review employees’ performance by seeing, among other information, how many messages they have received and sent.
Finally, you can also review Tag Statistics, letting you see how many times a specific tag was used.