Promotes better customer service

What are the best aspects of this product?

It acts a storage platform on which you can store data for your business regardless of the size. This helps us with our data as we can store it, analyze it and retrieve it whenever we need to. The search option is easily customizable which helps you to become better organized. For example, if you wanted to pull up certain information from your database, you can do with ease and speed. It helps you to set up the search feature the way you want which is convenient. The emails can be automated to suit the needs of your business. This means that you do not have to manually manage the emails which frees up your resources and thus more productive.

What aspects are problematic or could work better?

There are a few problems with this tool that I need to point out. Although it has what it takes to give us the best functionalities, it does not have an intuitive user interface. This means that, if you are not tech savvy or you clearly do not understand the field you want to analyze data in, it can be confusing. It has a learning curve for most new users which can be frustrating. The CRM part of the tool does not function as it should be. It does not push data into SAP and it is slow which could slow your entire process. At times, you may even get a time out and start all over again.

What specific problems in your company were solved by this product?

We have been able to improve customer support by a large scale. With the centralization of ticketing, access to those tickets is easy and open to every staff in the company. This means that feedback to the customer who has issues can be replied faster than before. It equips our company with the right customer service which is what we needed. When a ticket or a compliant is made, the CRM pulls that data from SAP which can later be analyzed by a staff who is an expert in that field for the purpose of quick response to the customer.

Are you a current user of this product?

Yes