Customer service is undoubtedly one of the crucial aspects for any organization. There is a constant need to ensure that your support staff is handling customers’ queries efficiently. It is important to ensure that your organization’s support service is seamless and hassle-free.
This is where proper ticket management comes into the picture. And a proper visibility of support tickets that your customers raise is essential for that. There should be a centralized view for you to review the support tickets that your support staff handles.
You can integrate a robust ticket management solution into your customer portal. PortalXpand - our Dynamics 365 customer portal solution for Dynamics 365 also offers the feature of ticket management.
Steps to Manage Tickets in Dynamics CRM Customer Portal
Step 1: Add or use an existing Contact. Set an Account for that Contact.
Step 2: Add or use an existing case. Account must be set as a Customer. You can use any other Account relationship to map the records.
Customer Portal
There are 2 sides of this solution - a. Admin and b. Customer.
a. Admin
Step 1: Log in to the portal as the Admin.
Step 2: Navigate to Roles in the Portal User Management.
Step 3: Create a Role with Relationship Type as Account. Select Entity to access this role. You can also select any Account based relationship of the Entity. For example, Case entity and Customer relationship field (customerid_account).
Step 4: Save the role.
b. Customer
Step 1: Go to Customer login page and login.
Step 2: Go to Cases. You can view all the cases which are associated with “Account_01”. You can create Cases of an account “Account_01”. Additionally you can also create Cases of a customer “Customer_01”
Over to You
A streamlined ticket management system is a crucial aspect in providing a great customer experience. By integrating a ticketing system and following proper steps as mentioned above, you can streamline your ticket management from within Dynamics 365. To know more about how it would work with your system, important things you have to make sure for your business, get in touch with us today. DeskXpand is a centralized ticketing system perfect for your business. To know more about it, get in touch with us and we would be happy to help!
Source : https://www.crmjetty.com/blog/a-step-by-step-guide-to-manage-tickets-in-dynamics-customer-portal/
CRM with Customer Portal ensures that you enter the market with a transparent and secure interface so that your company can easily win the trust of the clients.
Providing a window that is strictly related to showing the transactions that have happened between you and your clients.
This will help in keeping up with the client requirements and presenting reports according to the recorded data.
Through this you can also keep a track of all the services that you have provided to your clients and when they will expire so that the renewal process is smooth and prompt.
CRMHike is one of the CRM software that allows having such customized tools in your client support systems.
Visit their official site to know more about them.
Consumers usually state something like, “They treat me like a person, as compared to [insert large organizations here].” However, it does not mean that it is easy for small businesses to provide quality customer support as they have few people wearing too many hats.Customer retention is a serious task for small and mid-size companies, so they must provide excellent customer support.
With fewer hands on the deck, it is easy to lose track of all their customer support conversations, questions, queries, follow-ups across various channels.
Even if they deploy the best customer support team, what matters is how they deal with customer issues.
You could always hire more agents to deal with abundant customer queries.
It lets you categorize issues based on priorities, comment within the ticket, shift from one channel to another (without starting all over again), and manages everything as you need.Why Use SMB Customer Service Software?Now you know what an SMB customer support portal does.
Here are a few reasons why:It enables quicker responses and reduces the overall response time.It helps you focus on your loyal customers and helps you retain them.It simplifies support through multiple channels by bringing it all together on a single interface.Provides transparency as your customers can be involved in every stage of resolution.Internally connect your agents and tickets.Helps you prioritize requests by framing relevant SLA policies.Provides a central system for data sharing.Saves time by implementing automation features.5 Steps to Pick the Best SMB Customer Support SoftwareWhen choosing a portal or software for your organization, you must come up with a plan first rather than jumping into investing.
