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With skill, teamwork, and a little luck, you’ll guide your summoned champion—a mage or tank, for example—toward the ultimate victory: the successful destruction the other team’s heavily guarded Nexus.\r\n\r\nWith more than 100 million monthly active users, Riot Games’ League of Legends has built a devoted fan base across the globe, spawning competitive league play and highly watched matches on Twitch and YouTube. Launched in 2009, this multiplayer online battle arena (MOBA) game retains and attracts new players due to its compelling design. 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During a typical year, the player support organization receives over 3 million support tickets.\r\n\r\nThis kind of volume could easily lead to a prohibitively large support organization with adverse effects on the bottom line, or to a sizeable backlog and decreased player satisfaction. Yet with an omnichannel solution, and by leveraging Zendesk’s extensibility through the Zendesk API, Riot Games was able to scale with player adoption and subsequent volume. Its custom-built apps are as innovative as its games and help to deflect tickets that would otherwise require additional headcount. More importantly, Riot Games has been able to address what it sees as essential: reducing player wait times.\r\n\r\nThe team on which Randall sits is known as the “Wolf Engineering” team, a nod to Winston Wolfe in Pulp Fiction, because they solve problems—oftentimes tough, complex ones. 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Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.\r\n<span style=\"font-weight: bold;\"><br /></span> <span style=\"font-weight: bold;\">Make it yours</span> Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.\r\n<span style=\"font-weight: bold;\"><br /></span> <span style=\"font-weight: bold;\">Come to a better understanding</span> Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.\r\n<span style=\"font-weight: bold;\"><br /></span> <span style=\"font-weight: bold;\">Our people are your people</span> Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.\r\n\r\n\r\n<b>The interface is the place</b>\r\nWhen you can access all relevant data and activity from a single interface, it’s easy for teams to track customer conversations and pick up where they left off. 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Start with our built-in best practices and customize to fit any workflow, from simple to the most complex.\r\n\r\n\r\n<b>Macros</b>\r\nCreate and share macros in order to quickly respond with a standard response and set of actions to common requests.\r\n\r\n\r\n<b>Views</b>\r\nCustomizable views let agents see their queue based on ticket status, assignee, group, or other conditions.\r\n\r\n\r\n<b>Ticket forms</b>\r\nDynamic request forms quickly give agents the right context, so they’re prepared to offer personalized customer support.\r\n\r\n\r\nOn schedule\r\nCoordinate your team’s efforts with scheduled business hours, time tracking, and SLAs measured to the minute to ensure you don’t miss a beat.\r\n\r\n\r\n<b>Collaboration</b>\r\nAgents can CC coworkers and share information using internal notes on tickets. Live editing shows who is viewing a ticket and any changes they make in real-time.\r\n","shortDescription":"Zendesk Support is a beautifully simple system for tracking, prioritizing, and solving customer support tickets","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":20,"sellingCount":18,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Zendesk Support","keywords":"with, agents, Zendesk, customer, support, Support, your, customers","description":"<span style=\"font-weight: bold;\">Customer service for humans</span>\r\nBuild trust with customers by offering responsive, personalized, support on the channels they prefer.\r\n\r\n<span style=\"font-weight: bold;\">Powerfully productive agents</span>\r\nSet agents up fo","og:title":"Zendesk Support","og:description":"<span style=\"font-weight: bold;\">Customer service for humans</span>\r\nBuild trust with customers by offering responsive, personalized, support on the channels they prefer.\r\n\r\n<span style=\"font-weight: bold;\">Powerfully productive agents</span>\r\nSet agents up fo"},"eventUrl":"","translationId":1343,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":" Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of in-person interaction, a phone call, self-service systems, or by other means.\r\nCustomer service is an important part of maintaining ongoing client relationships, which is key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels.\r\nMost successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer.\r\nWhen problems arise, customers should receive timely attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good relations. Requiring customers to stand in long lines or sit on hold can sour an interaction before it begins.\r\nIdeally, customer service should be a one-stop endeavor for the consumer. For example, if a customer calls a helpline regarding a problem with a product, the customer service representative should follow through with the customer until the issue is fully resolved.\r\nThis may entail scheduling appointments with in-person repair personnel if the problem cannot be resolved on the phone, or transferring a call to skilled technicians in another department. Proactively following up with the customer to ensure that he or she is fully satisfied is another smart move.","materialsDescription":" What are customer service standards?\r\nCustomer service standards are an internal corporate set of rules governing the company's customer service activities, an algorithm for communicating with customers, and general standards for responding to unusual situations. The standard of customer service is an integral part of the corporate standard of the company.\r\nFunctions of customer service standards:\r\n<ol><li>To order. The client does not encounter problems, does not see them, which means that he is confident that all the staff without exception are professionals who know their business.</li><li>To control. It is difficult to assess and monitor the work of each manager if there are no clear criteria for evaluation. At the same time, the implementation of the sales plan cannot be the only parameter of the assessment; you need to know whether the manager of customer service standards adopted in this company adheres.</li><li>To adapt. Among other things, the availability of customer service standards simplifies the procedure.</li></ol>\r\nCustomer service standards are effective if the customer does not see the difference between the work of two (or more) managers, and sees only “proprietary” service, always the same, regardless of any external factors or circumstances. The customer service standard, which has been tested in practice, backed up by experience (perhaps even someone else's), created on the basis of analytical studies and recognized methods, can be called &quot;gold&quot;. It allows you to increase profits, improve the image of the company, attract new customers.\r\nCustomer service standards are an important part of the company's brand. But, in addition, the standards are necessary and other units, in particular, the department to work with staff. Therefore, their development must take into account the needs of all interested services of the company.\r\n<span style=\"font-weight: bold; \">What is the purpose of introducing customer service standards in the company?</span>\r\nThe objectives of implementing the standards are as follows:\r\n<ul><li>For employees with experience: minimize the number of erroneous and unnecessary actions. The result of this will be saving time of each employee (no errors - no need to spend time correcting them). And, as a result, increased productivity.</li><li>For novice employees: customer service standards allow you to transfer the necessary knowledge in the most concise manner and in a short time.</li><li>For the company: the abolition of dependence on the old-timers. Not all employees who have worked in the company for many years (or even since the day of foundation) are able to resist the so-called star disease. Having knowledge and experience, a person loses the ability to objectively evaluate his work, he begins to think that he is the best manager in the company. It can end very badly - in the event of dismissal, such an employee will take the base, and turn clients against the company. Standards for customer service are needed to ensure that all employees can be assessed on a single scale, based on the actual benefits they bring to the company, as well as the attitude of the employee to the company.</li><li>For the company: the uniformity of control activities of managers. Standards are unequivocal, exclude double interpretations, and therefore cannot cause controversy about the rightness of an employee or employer.</li><li>For managers: the standards of uniform customer service are the same for all managers, and this makes it possible to make the pay of each manager absolutely transparent and intelligible. Realizing that there will be no double interpretations, the manager may not be afraid that he will be paid less than expected - all his mistakes and achievements are immediately visible and understandable.</li></ul>\r\n<span style=\"font-weight: bold; \">The application of service standards allows you:</span>\r\n<ul><li>to develop a company style in dealing with clients;</li><li>to increase the effectiveness of the work of managers with new customers;</li><li>to bring the quality of communication with customers to a higher level;</li><li>to create a positive opinion of the company about the company, so that it can be recommended to its acquaintances, thus increasing the number of potential and then real customers;</li><li>to minimize conflicts between the manager and the customer;</li><li>to develop a technology for training newcomers;</li><li>to transfer the assessment of the work of the manager from the subjective to the objective, transparent and understandable to everyone;</li><li>to establish a procedure for controlling the work of personnel;</li><li>to increase the motivation of managers to work.</li></ul>\r\n<span style=\"font-weight: bold;\">Benefits of applying service standards</span>\r\n<ul><li>The accumulation of experience: the entire base focuses on the company, and not on the hands of managers, &quot;old-timers.&quot; Thus, the departure of one or several “old” employees does not become a “natural disaster” for the company.</li><li>Motivation, analysis and control: customer service standards make it possible to develop a transparent scheme of managers' motivation based on a clear, almost mathematical analysis of their work. The sales process is optimized.</li><li>Setting goals. With the help of standards, the company has the ability to set clear, reasonable plans. This allows you to keep the atmosphere in the team friendly and stable, and the lack of &quot;muffled&quot; tasks - to increase the loyalty of managers to the company.</li><li>Standards of customer service is a fairly mobile system that allows you to immediately detect errors in working with clients and quickly eliminate them. In addition, at any stage of working with a client, the head of the sales department can intervene in the process, noticing an error in the work of the manager, and even be proactive in order to prevent an error to which the manager is heading.</li><li>Quick and easy start for beginners. Customer service standards are actually a knowledge base, collected, analyzed, and streamlined. Such information is easily transmitted and assimilated by beginners, which means that the beginner quickly gets to work and starts to make a profit. In addition, a newbie will not spoil relations with a client by awkward actions, since he already knows what to do in any conflict and problem situations.</li><li>Customer confidence. Customer service standards allow the latter to feel confident in the company - no matter where the customer is, he will always easily recognize “his” company by brand features and can be absolutely sure that in a small town they will be served as qualitatively as in a million-plus city, because that the company is well aware of their work. So, such a company can be trusted.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Customer_Service.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1344,"logo":false,"scheme":false,"title":"Zendesk Guide","vendorVerified":0,"rating":"1.40","implementationsCount":2,"suppliersCount":0,"alias":"zendesk-guide","companyTypes":[],"description":"\r\n\r\n\r\n<span style=\"font-weight: bold;\">Grow what you know</span>\r\n\r\nCapture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.\r\n\r\n\r\n\r\n<span style=\"font-weight: bold;\">Give them the good stuff</span>\r\n\r\nGive customers the most relevant answers and information automatically—and in context—for a faster self-service experience.\r\n\r\n\r\n\r\n<span style=\"font-weight: bold;\">Be better with bots</span>\r\n\r\nAI powered Answer Bot* can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent.\r\n\r\n\r\n\r\n<span style=\"font-weight: bold;\">Get smarter as you go</span>\r\n\r\nMeasure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.\r\n\r\n\r\n\r\n<span style=\"font-weight: bold;\">A powerful pair</span>\r\n\r\nZendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.\r\n\r\n\r\n<span style=\"font-weight: bold;\">You have what it takes</span>\r\n\r\nWith Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Know thy self-service</span>\r\n\r\nGuide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Thanks a bot</span>\r\n\r\nThe Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.\r\n\r\n\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">&nbsp;Knowledge base</span>\r\n\r\n<span style=\"font-weight: bold;\">Control access</span>\r\n\r\nYou choose who can view your knowledge base. Keep some content for your agents only, require registration, or open it up to the public in your help center.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Rich text editor</span>\r\n\r\nCreate articles including media like photos and video with our WYSIWYG editor. It’s as familiar as the applications you use in your personal life.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Structured content, unlimited articles</span>\r\n\r\nOrganize your articles in multiple levels—including Categories and Sections—so it’s easy for your customers to find what they need.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Lists and labels</span>\r\n\r\nGet an overview of all your published and unpublished knowledge base content with customized article lists, and then refine that view with search, filters, and article labels.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Restore deleted content</span>\r\n\r\nAll your content is archived, so even if you delete something by accident, you can get it back.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Content history</span>\r\n\r\nUnderstand how your knowledge base content evolves over time. See a list of edits and changes, so you can always be up to date with the latest revisions.\r\n\r\n\r\nThink globally\r\n\r\nLocalize your content in 40+ languages so you can serve customers in their native language.\r\n\r\n\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">Agent efficiency</span>\r\n\r\n<span style=\"font-weight: bold;\">Knowledge Capture App</span>\r\n\r\nWith Guide, you can leverage your team’s collective knowledge. Agents can create new content, link articles into tickets, and flag content for improvements, directly from their Zendesk Support agent interface.\r\n\r\n\r\n<span style=\"font-weight: bold;\">A built-in resource</span>\r\n\r\nWhile solving tickets, agents can reference answers and info from your agent knowledge base. You can also keep training documents in a central location for easy access during onboarding and beyond.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Instant customer context</span>\r\n\r\nThe Pathfinder app for Zendesk Support provides context on how a customer used self-service prior to submitting a ticket. With that info an agent can get a better understanding of the customer’s intent, and provide better answers and resolve issues faster.\r\n\r\n\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">&nbsp;Self-service</span>\r\n\r\n<span style=\"font-weight: bold;\">A beautiful help center for any device</span>\r\n\r\nLet customers help themselves to your knowledge base content with a customized, mobile responsive help center.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Help where it’s needed</span>\r\n\r\nEmbed your help center natively on your website with the Web Widget or within your mobile app so customers don’t have to leave when they need help.&nbsp;\r\n\r\n\r\n<span style=\"font-weight: bold;\">Effortless and relevant</span>\r\n\r\nUse Contextual Help in the Web Widget to suggest relevant articles based on the page the customer is currently viewing, before they even lift a finger to type out a search.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Answer Bot</span>\r\n\r\nPowered by artificial intelligence to automatically respond to emails with relevant help center articles, solving customer requests while they wait for an agent.&nbsp;\r\n\r\n\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">Publishing</span>\r\n\r\n<span style=\"font-weight: bold;\">SEO ready</span>\r\n\r\nGuide is optimized so search engines can understand your content and customers can find answers no matter where they look for them. And Guide automatically updates your sitemap so there’s no need to call a developer.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Custom themes</span>\r\n\r\nGuide allows for customizable themes, giving you full control over the look and feel of your help center. Your web developers can easily work with HTML, CSS, and Javascript to match your brand.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Multibrand</span>\r\n\r\nCreate multiple help centers or knowledge bases to serve various audiences, regions, or brands. Each one is separate so you can set different permissions, create unique URLs, and customize themes to match.\r\n\r\n\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">&nbsp;Community</span>\r\n\r\n<span style=\"font-weight: bold;\">Forums</span>\r\n\r\nCapture the voice of your customer with our community forums. Empower customers to interact with each other and provide feedback about what works and what doesn’t.&nbsp;\r\n\r\n\r\n<span style=\"font-weight: bold;\">Moderation tools</span>\r\n\r\nGuide can direct all new and edited end-user content to a queue to be reviewed before publishing. You can choose to have all posts and comments sent to the queue, or filter for content that contains specific words.\r\n\r\n\r\n<span style=\"font-weight: bold;\">User Profiles</span>\r\n\r\nDisplay user information, activity, and recent contributions. Help center profiles also enable users to follow one another and get notifications of new articles, posts, and comments for anyone they follow.\r\n\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">&nbsp;</span>\r\n\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">&nbsp;Customer portal</span>\r\n\r\n<span style=\"font-weight: bold;\">Request form</span>\r\n\r\nLet customers escalate a question by embedding a request form directly in your help center. Capture relevant information with custom form fields about their issue so you can solve their requests faster.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Personalized portal</span>\r\n\r\nProvide a dedicated space for your customers to manage their support requests and their contributions to your community. Learn how the Guide customer portal works.\r\n\r\n\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">&nbsp;Reporting</span>\r\n\r\n<span style=\"font-weight: bold;\">Gather intel</span>\r\n\r\nGuide reporting tracks how people are reacting to your content on help center, Web Widget, and in mobile apps. The data can tell you the number of new articles and questions created, how many users have viewed them, and the total number of votes, subscriptions, and comments.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Find your blind spot</span>\r\n\r\nSee what search terms customers are looking for, and whether those searches come up empty. You can add new content or update the language you use in existing content to help customers find what they need.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Integration with Google Analytics</span>\r\n\r\nGoogle Analytics has tools for everything when you integrate it with Guide. From search analytics to ticket-deflection tracking, you can use it to improve your self-service and make it easier for customers to find answers.&nbsp;\r\n\r\n\r\n<span style=\"font-weight: bold;\">Monitor Answer Bot productivity</span>\r\n\r\nMeasure the effectiveness of your content bot with a pre-configured dashboard. Learn what works to increase ticket deflection and how to improve the relevance of your self-service content.","shortDescription":"Zendesk Guide is a smart knowledge base that helps tap into that institutional knowledge and puts it to work.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":8,"sellingCount":5,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Zendesk Guide","keywords":"your, content, with, customers, Guide, help, articles, what","description":"\r\n\r\n\r\n<span style=\"font-weight: bold;\">Grow what you know</span>\r\n\r\nCapture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.\r\n\r\n\r\n\r\n<span style=\"font-weight: bold;\">Give them the good stuff</span>\r\n\r\n","og:title":"Zendesk Guide","og:description":"\r\n\r\n\r\n<span style=\"font-weight: bold;\">Grow what you know</span>\r\n\r\nCapture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.\r\n\r\n\r\n\r\n<span style=\"font-weight: bold;\">Give them the good stuff</span>\r\n\r\n"},"eventUrl":"","translationId":1345,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},{"id":1346,"logo":false,"scheme":false,"title":"Zendesk Chat","vendorVerified":0,"rating":"1.40","implementationsCount":3,"suppliersCount":0,"alias":"zendesk-chat","companyTypes":[],"description":"\r\n\r\n<span style=\"font-weight: bold;\">Features:</span>\r\n\r\n<ul> <li>Anticipate customer questions and offer help when—and where—they need it most.</li> <li>Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.</li> <li>Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.</li> </ul>\r\n\r\n\r\n<span style=\"font-weight: bold;\">PROACTIVE ENGAGEMENT</span>\r\n\r\nReach out and talk to customers before they even ask a question. Innovative clothing rental company Le Tote uses an automated trigger to offer help to customers who are lingering on the checkout page. By proactively engaging customers during the buying process, Le Tote is able to reduce cart abandonment and increase conversions.\r\n\r\n<span style=\"font-weight: bold;\">&nbsp;</span>\r\n\r\n<span style=\"font-weight: bold;\">POWERFUL METRICS</span>\r\n\r\nAnalytics plays an important role in chat and messaging. It sheds light on customer satisfaction, agent performance, and helps identify issues before they become problems. Better numbers and quality reports let you measure successes and stay on target.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Wherever you go, there they are</span>\r\n\r\nChat and Message allow your agents to engage customers over websites, mobile apps, and popular messaging apps like Facebook Messenger, Twitter, and LINE. That means you can build relationships with customers in the places they prefer.\r\n\r\n\r\n<span style=\"font-weight: bold;\">MULTICHANNEL</span>\r\n\r\nCustomer support isn’t limited to chat. The Zendesk platform lets agents switch between serving chats, phone calls, emails, or social media messages. And with the Zendesk Web Widget, customers can ask for help or find the answers themselves, all without interrupting their shopping experience.\r\n\r\n\r\n<span style=\"font-weight: bold;\">ENGAGE</span>\r\n\r\nCustomers are three times more likely to make a purchase when you proactively send them a message. Using Chat, you can track your customers and engage them at just the right moment.\r\n\r\n\r\n<span style=\"font-weight: bold;\">Triggers</span>\r\n\r\nSend targeted and behavior-based messages to customers. For example, you can help customers complete their purchase by automatically reaching out with a chat.\r\n\r\n\r\n\r\n<span style=\"font-weight: bold;\">Pre-chat forms</span>\r\n\r\nAsk your visitors for their contact information before starting a chat. This helps you triage chat requests and prioritize high-value customers.\r\n\r\n\r\n\r\n<span style=\"font-weight: bold;\">Visitor list</span>\r\n\r\nFishing charter company Fishfishme uses Chat to monitor its website visitors and the pages they are browsing. This lets them target specific users and offer help when they need it.\r\n\r\n\r\n\r\n<span style=\"font-weight: bold;\">Offline forms</span>\r\n\r\nYour website never sleeps – even if you do. Leave offline forms enabled on your website and ensure customers can contact you while you are away.\r\n\r\n\r\n\r\n<span style=\"font-weight: bold;\">Chat ratings</span>\r\n\r\nChat offers the highest satisfaction rating of any support channel, but there’s always room for improvement. Use chat ratings to gather feedback and continue to improve your performance.\r\n\r\n\r\n\r\n<span style=\"font-weight: bold;\">File sending</span>\r\n\r\n“A picture is worth a thousand words.” It’s a cliché, but in customer support it never gets old. Share any file with your customer—a screenshot, a product guide, even an animated GIF—and solve problems faster.\r\n\r\n\r\n<span style=\"font-weight: bold;\">ANALYZE</span>\r\n\r\n\r\n<ul> <li><span style=\"font-weight: bold;\">Chat and agent reports:</span>&nbsp;Track your chat volume, monitor agent productivity, and analyze metrics to anticipate customer needs and increase satisfaction.</li> <li><span style=\"font-weight: bold;\">Real-Time Monitor:</span>&nbsp;Monitor live data on chat volume, visitor experience, and agent performance.</li> <li><span style=\"font-weight: bold;\">Conversion tracking:</span>&nbsp;Create business goals to measure how often your customers complete target objectives—like making a purchase or signing up for your newsletter.</li> </ul>\r\n\r\n\r\n\r\n\r\n<span style=\"font-weight: bold;\">CUSTOMIZE</span>\r\n\r\n<ul> <li><span style=\"font-weight: bold;\">Good looking out.</span>&nbsp;The chat widget is an important brand touchpoint. Make sure it looks like you, so customers know who they’re talking to.</li> <li><span style=\"font-weight: bold;\">Chat Badge.</span>&nbsp;Our customizable Chat Badges let you put an inviting face on the chat widget. Choose from different layouts and themes, or even change the picture completely. The choice is yours.</li> <li><span style=\"font-weight: bold;\">Web SDK.</span>&nbsp;Build a fully customized end-user facing chat widget to offer visitors a unique and consistent experience.</li> <li><span style=\"font-weight: bold;\">Third-party services.&nbsp;</span>Chat can be added to any CMS including WordPress, Drupal, Joomla, Wix, SquareSpace, Shopify, Prestashop and Magento.&nbsp;</li> </ul>\r\n\r\n\r\n<span style=\"font-weight: bold;\">ORGANIZE</span>\r\n\r\n<ul> <li>Delivering quality support while growing your business can be hard. Our sophisticated workflow management features makes things easier.</li> <li><span style=\"font-weight: bold;\">Chat Routing.</span>&nbsp;Automatically assign incoming chats to active agents. This ensures your customers receive prompt support and your agents aren’t overloaded.</li> <li><span style=\"font-weight: bold;\">Chat Tags.</span>&nbsp;Add tags to your chats, give your conversations context, and better understand your customers.</li> <li><span style=\"font-weight: bold;\">Departments.</span>&nbsp;Organize your agents into different teams based on skills, language, expertise, or even brand.</li> <li><span style=\"font-weight: bold;\">Operating Hours.&nbsp;</span>Create a daily or weekly schedule for the chat widget and only appear online during your business hours.</li> <li><span style=\"font-weight: bold;\">Shortcuts.</span>&nbsp;Create templated responses for common requests and deliver swift replies to customers.</li> <li><span style=\"font-weight: bold;\">Roles and Permissions.</span>&nbsp;Specify granular permissions for agents, and control what they have access to in Zendesk Chat.</li> </ul>\r\n\r\n\r\n<span style=\"font-weight: bold;\">GO SOCIAL</span>\r\n\r\n<ul> <li>Zendesk Message lets your Chat agents connect with customers on messaging apps in a scalable, efficient way. Agents can manage multiple messaging profiles on one dashboard, get historical context on customer conversations, and transfer customer questions from your chatbot into Message.</li> <li><span style=\"font-weight: bold;\">Multi-profile linking.</span>&nbsp;Link multiple profiles from Facebook, Twitter, and Line. Funnel all conversations to a central location for your agents to manage.</li> <li><span style=\"font-weight: bold;\">Timeline.</span>&nbsp;Jump back to different points in a customer’s conversation history at the click of a button.</li> <li><span style=\"font-weight: bold;\">Chatbot handover.</span>&nbsp;Bring questions from your chatbot over to Message when customers ask to speak to an agent.&nbsp;<span style=\"font-style: italic;\">This feature is currently only available for Message, not Chat.</span></li> </ul>\r\n\r\n\r\n<span style=\"font-weight: bold;\">MOBILE</span>\r\n\r\n<ul> <li><span style=\"font-weight: bold;\">Mobile chat SDK.</span>&nbsp;Add live chat to your mobile app using our&nbsp;</li> <li>developer-friendly SDK. With just a few lines of code, your customers can ask for help without ever leaving your app.</li> <li><span style=\"font-weight: bold;\">Mobile optimized widget.</span>&nbsp;The chat widget is optimized for any and all screen sizes, ensuring your customer has a consistent experience across all their devices.</li> <li><span style=\"font-weight: bold;\">Mobile apps.</span>&nbsp;Chat apps for Android and iPhone keep support going when agents are on the move.</li> </ul>","shortDescription":"Zendesk Chat reaches your customers, instantly via web, mobile, and messaging. Add chat to your website or connect your messaging channels and start talking to customers in minutes.","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":2,"sellingCount":2,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"Zendesk Chat","keywords":"your, customers, Chat, chat, agents, they, customer, help","description":"\r\n\r\n<span style=\"font-weight: bold;\">Features:</span>\r\n\r\n<ul> <li>Anticipate customer questions and offer help when—and where—they need it most.</li> <li>Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.</li> <li","og:title":"Zendesk Chat","og:description":"\r\n\r\n<span style=\"font-weight: bold;\">Features:</span>\r\n\r\n<ul> <li>Anticipate customer questions and offer help when—and where—they need it most.</li> <li>Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.</li> <li"},"eventUrl":"","translationId":1347,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]}],"countries":[],"startDate":"0000-00-00","endDate":"0000-00-00","dealDate":"0000-00-00","price":0,"status":"finished","statusLabel":"Finished","isImplementation":true,"isAgreement":false,"confirmed":1,"implementationDetails":{"businessObjectives":{"id":14,"title":"Business objectives","translationKey":"businessObjectives","options":[{"id":4,"title":"Reduce Costs"},{"id":7,"title":"Improve Customer Service"},{"id":252,"title":"Increase Customer Base"}]},"businessProcesses":{"id":11,"title":"Business process","translationKey":"businessProcesses","options":[{"id":340,"title":"Low quality of customer service"},{"id":356,"title":"High costs of routine operations"},{"id":377,"title":"Separate communications channels"},{"id":388,"title":"Failure to attract new customers"},{"id":389,"title":"Customer attrition"},{"id":390,"title":"Low quality of customer support"}]}},"categories":[{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"<span style=\"font-weight: bold;\">Customer service</span> is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees &quot;who can adjust themselves to the personality of the guest&quot;. Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.\r\nA <span style=\"font-weight: bold;\">customer support</span> is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called &quot;at home customer services&quot; or &quot;at home customer support.&quot;\r\nRegarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support. \r\nCustomer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.\r\n<span style=\"font-weight: bold;\">CRM </span>(Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.\r\nOne important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.\r\nCRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.\r\nWhen people talk about customer relationship management system, they might mean any of three things: \r\n<ul><li><span style=\"font-weight: bold;\">CRM as Technology</span>: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.</li><li><span style=\"font-weight: bold;\">CRM as a Strategy</span>: This is a business’ philosophy about how relationships with customers and potential customers should be managed.&nbsp; </li><li><span style=\"font-weight: bold;\">CRM as a Process</span>: Think of this as a system a business adopts to nurture and manage those relationships.</li></ul>\r\n<br /><br /><br />","materialsDescription":"<h1 class=\"align-center\"><span style=\"font-weight: normal;\">Why is CRM important?</span></h1>\r\nCRM management system enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.\r\nForging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM’s function. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.\r\nGartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is going to last, you know that you need a strategy for the future. For forward-thinking businesses, CRM is the framework for that strategy.\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the benefits of CRM?</span></h1>\r\nBy collecting and organising data about customer interactions, making it accessible and actionable for all, and facilitating analysis of that data, CRM offers many benefits and advantages.<br />The benefits and advantages of CRM include:\r\n<ul><li>Enhanced contact management</li><li>Cross-team collaboration</li><li>Heightened productivity</li><li>Empowered sales management</li><li>Accurate sales forecasting</li><li>Reliable reporting</li><li>Improved sales metrics</li><li>Increased customer satisfaction and retention</li><li>Boosted marketing ROI</li><li>Enriched products and services</li></ul>\r\n<h1 class=\"align-center\"><span style=\"font-weight: normal;\">What are the key features of most popular CRM software programs?</span></h1>\r\nWhile many CRM solutions differ in their specific value propositions — depending on your business size, priority function, or industry type — they usually share some core features. These, in fact, are the foundation of any top CRM software, without which you might end up using an inferior app or an over-rated address book. So, let’s discuss the key features you need to look for when figuring out the best CRM software for your business.\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Contact management</span>. The best CRM solutions aren’t just an address book that only organizes contact details. It manages customer data in a centralized place and gives you a 360-degree view of your customers. You should be able to organize customers’ personal information, demographics, interactions, and transactions in ways that are meaningful to your goals or processes. Moreover, a good contact management feature lets you personalize your outreach campaign. By collecting personal, social, and purchase data, it will help you to segment target audience groups in different ways.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Reporting and dashboards</span>. These features of customer relationship management allow you to use analytics to interpret customer data. Reporting is very useful if you want to consolidate disparate data and churn out insights in different visualizations. This lets you make better decisions or proactively deal with market trends and customer behavioral patterns. The more visual widgets a CRM software has, the better you can present reports. Furthermore, a best customer relationship management software will generate real-time data, making reporting more accurate and timely. Reporting also keeps you tab on sales opportunities like upsell, resell, and cross-sell, especially when integrated with e-commerce platforms.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Lead management</span>. These features let you manage leads all the way to win-loss stage. They pave a clear path to conversion, so you can quickly assess how the business is performing. One of the main three legs that comprises the best client relationship management software (the other two being contact management and reporting), lead management unburdens the sales team from follow-ups, tracking, and repetitive tasks.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Deals and tasks</span>. Deals and tasks are closely associated with leads. Deals are leads at the negotiation stage, so it’s critical to keep a close eye on their associated tasks for a higher chance of conversion.<br />CRM software tools should also let you track both deals and tasks in their respective windows or across the sales stages. Whether you’re viewing a contact or analyzing the sales pipeline, you should be able to immediately check the deal’s tasks and details. Deals and tasks should also have user permissions to protect leaks of sensitive data. Similarly, alerts are critical to tasks so deadlines are met. Notifications are usually sent via email or prominently displayed on the user’s dashboard.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Campaign management</span>. Solid CRM software will integrate this feature to enable marketing processes from outreach concept to A/B testing to deployment and to post analysis. This will allow you to sort campaigns to target segments in your contacts and define deployment strategies. You will also be able to define metrics for various channels, then plow back the insights generated by post-campaign analytics into planning more campaigns.<br />Recurring outreach efforts can also be automated. For instance, you can set to instantly appropriate content to contacts based on their interest or send tiered autoresponders based on campaign feedback.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Email management</span>. By integrating with popular email clients like Gmail and Outlook, CRM solutions can capture email messages and sort important details that can be saved in contacts or synced with leads. They can also track activities like opened emails, forwarded emails, clicked links, and downloaded files. Emails can also be qualified for prospecting.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Social media management. </span>Popular CRM systems feature an integrated social media management where you can view different social media pages from the CRM’s interface. This is a convenient way to post, reply on, and manage all your pages. Likewise, this feature gives you a better perspective on how customers are interacting with your brand. A glean of their likes and dislikes, interests, shares, and public conversations helps you to assess customer biases and preferences. Customers are also increasingly using social media to contact companies; hence, a good CRM should alert you for brand mentions.</li></ul>\r\n\r\n<ul><li><span style=\"font-weight: bold;\">Mobile access</span>. With more users accessing apps via mobile devices, many vendors have been prioritizing mobile-first platforms. Emergence Capital Partners study found over 300 mobile-first apps so far and CRM is definitely one their targets. Many CRM solutions have both Android and iOS apps. Mobile access works in two ways to be highly appreciated: accessing data and inputting data while on location. Field sales with the latest sales information on hand may be able to interest prospects better. Conversely, sales reps can quickly update deals across the pipeline even as they come off a client meeting.</li></ul>\r\n\r\n","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/CRM_-_Customer_Relationship_Management.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":" Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of in-person interaction, a phone call, self-service systems, or by other means.\r\nCustomer service is an important part of maintaining ongoing client relationships, which is key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels.\r\nMost successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer.\r\nWhen problems arise, customers should receive timely attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good relations. Requiring customers to stand in long lines or sit on hold can sour an interaction before it begins.\r\nIdeally, customer service should be a one-stop endeavor for the consumer. For example, if a customer calls a helpline regarding a problem with a product, the customer service representative should follow through with the customer until the issue is fully resolved.\r\nThis may entail scheduling appointments with in-person repair personnel if the problem cannot be resolved on the phone, or transferring a call to skilled technicians in another department. Proactively following up with the customer to ensure that he or she is fully satisfied is another smart move.","materialsDescription":" What are customer service standards?\r\nCustomer service standards are an internal corporate set of rules governing the company's customer service activities, an algorithm for communicating with customers, and general standards for responding to unusual situations. The standard of customer service is an integral part of the corporate standard of the company.\r\nFunctions of customer service standards:\r\n<ol><li>To order. The client does not encounter problems, does not see them, which means that he is confident that all the staff without exception are professionals who know their business.</li><li>To control. It is difficult to assess and monitor the work of each manager if there are no clear criteria for evaluation. At the same time, the implementation of the sales plan cannot be the only parameter of the assessment; you need to know whether the manager of customer service standards adopted in this company adheres.</li><li>To adapt. Among other things, the availability of customer service standards simplifies the procedure.</li></ol>\r\nCustomer service standards are effective if the customer does not see the difference between the work of two (or more) managers, and sees only “proprietary” service, always the same, regardless of any external factors or circumstances. The customer service standard, which has been tested in practice, backed up by experience (perhaps even someone else's), created on the basis of analytical studies and recognized methods, can be called &quot;gold&quot;. It allows you to increase profits, improve the image of the company, attract new customers.\r\nCustomer service standards are an important part of the company's brand. But, in addition, the standards are necessary and other units, in particular, the department to work with staff. Therefore, their development must take into account the needs of all interested services of the company.\r\n<span style=\"font-weight: bold; \">What is the purpose of introducing customer service standards in the company?</span>\r\nThe objectives of implementing the standards are as follows:\r\n<ul><li>For employees with experience: minimize the number of erroneous and unnecessary actions. The result of this will be saving time of each employee (no errors - no need to spend time correcting them). And, as a result, increased productivity.</li><li>For novice employees: customer service standards allow you to transfer the necessary knowledge in the most concise manner and in a short time.</li><li>For the company: the abolition of dependence on the old-timers. Not all employees who have worked in the company for many years (or even since the day of foundation) are able to resist the so-called star disease. Having knowledge and experience, a person loses the ability to objectively evaluate his work, he begins to think that he is the best manager in the company. It can end very badly - in the event of dismissal, such an employee will take the base, and turn clients against the company. Standards for customer service are needed to ensure that all employees can be assessed on a single scale, based on the actual benefits they bring to the company, as well as the attitude of the employee to the company.</li><li>For the company: the uniformity of control activities of managers. Standards are unequivocal, exclude double interpretations, and therefore cannot cause controversy about the rightness of an employee or employer.</li><li>For managers: the standards of uniform customer service are the same for all managers, and this makes it possible to make the pay of each manager absolutely transparent and intelligible. Realizing that there will be no double interpretations, the manager may not be afraid that he will be paid less than expected - all his mistakes and achievements are immediately visible and understandable.</li></ul>\r\n<span style=\"font-weight: bold; \">The application of service standards allows you:</span>\r\n<ul><li>to develop a company style in dealing with clients;</li><li>to increase the effectiveness of the work of managers with new customers;</li><li>to bring the quality of communication with customers to a higher level;</li><li>to create a positive opinion of the company about the company, so that it can be recommended to its acquaintances, thus increasing the number of potential and then real customers;</li><li>to minimize conflicts between the manager and the customer;</li><li>to develop a technology for training newcomers;</li><li>to transfer the assessment of the work of the manager from the subjective to the objective, transparent and understandable to everyone;</li><li>to establish a procedure for controlling the work of personnel;</li><li>to increase the motivation of managers to work.</li></ul>\r\n<span style=\"font-weight: bold;\">Benefits of applying service standards</span>\r\n<ul><li>The accumulation of experience: the entire base focuses on the company, and not on the hands of managers, &quot;old-timers.&quot; Thus, the departure of one or several “old” employees does not become a “natural disaster” for the company.</li><li>Motivation, analysis and control: customer service standards make it possible to develop a transparent scheme of managers' motivation based on a clear, almost mathematical analysis of their work. The sales process is optimized.</li><li>Setting goals. With the help of standards, the company has the ability to set clear, reasonable plans. This allows you to keep the atmosphere in the team friendly and stable, and the lack of &quot;muffled&quot; tasks - to increase the loyalty of managers to the company.</li><li>Standards of customer service is a fairly mobile system that allows you to immediately detect errors in working with clients and quickly eliminate them. In addition, at any stage of working with a client, the head of the sales department can intervene in the process, noticing an error in the work of the manager, and even be proactive in order to prevent an error to which the manager is heading.</li><li>Quick and easy start for beginners. Customer service standards are actually a knowledge base, collected, analyzed, and streamlined. Such information is easily transmitted and assimilated by beginners, which means that the beginner quickly gets to work and starts to make a profit. In addition, a newbie will not spoil relations with a client by awkward actions, since he already knows what to do in any conflict and problem situations.</li><li>Customer confidence. Customer service standards allow the latter to feel confident in the company - no matter where the customer is, he will always easily recognize “his” company by brand features and can be absolutely sure that in a small town they will be served as qualitatively as in a million-plus city, because that the company is well aware of their work. So, such a company can be trusted.</li></ul>","iconURL":"https://old.roi4cio.com/fileadmin/user_upload/icon_Customer_Service.png"}],"additionalInfo":{"budgetNotExceeded":"","functionallyTaskAssignment":"","projectWasPut":"","price":0,"source":{"url":"https://www.zendesk.com/customer/riot-games/","title":"Web-site of vendor"}},"comments":[],"referencesCount":0}],"userImplementationsCount":1,"supplierImplementationsCount":0,"vendorImplementationsCount":0,"vendorPartnersCount":0,"supplierPartnersCount":0,"b4r":0,"categories":{},"branches":"Information Technology","companySizes":"More than 2000 Employees","companyUrl":"https://www.riotgames.com/","countryCodes":["ARE","AUS","BRA","CHL","CHN","DEU","ESP","FRA","GBR","IRL","IND","JPN","KOR","MEX","SGP","TUR","USA"],"certifications":[],"isSeller":false,"isSupplier":false,"isVendor":false,"presenterCodeLng":"","seo":{"title":"Riot Games","keywords":"City, Games, Riot, game, Mexico, Moscow, Istanbul, Hong","description":"Riot Games is an American video game developer, publisher, and eSports tournament organizer established in 2006. Their main office is based in West Los Angeles, California. They currently have additional game development studios and offices located in Berlin, ","og:title":"Riot Games","og:description":"Riot Games is an American video game developer, publisher, and eSports tournament organizer established in 2006. Their main office is based in West Los Angeles, California. 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