Empower Your Technical Support Team with a Customer Contact Database for Technical Support

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there are two kinds of businesses one who makes support agents use a crm as a ticketing system the other uses a ticketing system as a crm sadly enough neither are doing it right a ticketing system can't double as your crm at the same time mostly because marketing automations aren't a ticketing feature and it's too complex to store sales or other data in a strictly ticketing platform the solution an integrated crm while the tickets are stored and handled in the thickening systems the crm stores customer specific data i want to talk about what's the best way to connect a crm and why you should do it let's start with the why an integrated crm simplifies a lot of tasks let's say you want to know everything about a customer who submitted a ticket on your help desk a good crm database lets you store customer profiles so you can check out their previous history with your business an excellent one will automatically sync tickets to customer profiles so you can view everything in one place like fluency rm shows fluent support tickets in customer profiles [Music] enough with the vague takes so we can get serious you need to connect your crm to your support ticket system because it helps to maintain a single database for all customers and support information simplify collaboration between your support agents and sales representatives and most importantly drive marketing automations based on support interactions don't worry i'll elaborate on each the first benefit is pretty simple fluent crm has an efficient contact profile layout from the get go just select a contact and you can see everything important like purchase history contact information emails notes and support tickets the support tickets are updated to the contact details automatically all you need to do is enable the fluencyarm integration in fluent supports general settings [Music] moving on to benefit number two having all this information in one place helps your support agents know exactly what product the customer is using if they've migrated among subscriptions and even the emails that have caught their interest this enables support agents to offer a very personalized experience for the customer on the flip side a sales representative or marketing executive will be able to tell exactly what kinds of issues a customer has faced this helps them tailor their sales pitch ingly you wouldn't want to resell a product to a customer who complained about it thrice in the past week but is that it well no having synchronized customer profiles and support tickets is a gold mine for product development teams and market researchers putting this information together makes it easy to spot what the strong point of your business or product is and how you can improve it the third and most crucial benefit is being able to run marketing automations based on ticketing information i've got a hands-on example for that we've already seen how fast the information is synced between fluent crm and fluent support the best part is fluent support can automatically add tags and lists to customers for both support tickets and fluency rm contacts to get started we want to put customers contacts that submit tickets under affluent crm tag i've already created one called support submissions now let's head to fluent support to automate this tagging just go to the workflows tab and click add new workflow enter a name for the workflow and select automatic and click continue [Music] now we can configure the workflow we want this to start as soon as a ticket is submitted so let's select the on ticket submission trigger in the conditions we'll check the ticket status so it's normal [Music] lastly in the action section we select the add to fluent crm tags action [Music] that's how easy it is to automate tagging now let's consider a simple scenario say one of your agents just resolved a ticket from a product user the problem got solved and everything went on smoothly wouldn't you want a follow up with that customer on how their support experience was we like to do this with a follow-up email to send this email i'll use fluency rm email sequences feature in the automations head to fluency rm's automations tab and create a new automation in the trigger section we'll use the tag applied trigger this trigger will start when fluent support adds the support submission tag now we'll add a wait x days hours so that the emails are sent after a certain period has passed let's say 7 days next we'll add a follow-up email sequence to the funnel lastly we'll end the funnel with an end this funnel here block that's it folks not only have we automated the tagging process we've sent emails based on those tags using fluency rm how cool is that and it's just the tip of the iceberg we think that's more than enough reason to integrate your ticketing system with a crm or a marketing automation tool like fluent crm let us know what you think about this video in the comments if you don't want to miss out on these epic 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