Customer Service & Customer Resource Management (CRM) System Overview:

The Dashboard's Customer Service and CRM (Customer Resource Management) system is a completely integrated and automated way to provide your visitors, customers, subscribers and/or members world-class service in a low cost, highly efficient manner.  Automatically track all interaction your customer has with your website and  your support personnel.  Empower your customers to help themselves by providing access to edit information, view order status and tracking data, view customer service requests and responses, renew or upgrade memberships, and search your own knowledge base and FAQ's.   The Customer Service system integrates seamlessly with all Dashboard systems, allowing you to see complete customer history at a glance!

How You Can Use It:

• Provide your customers with a more efficient way to get support than simple email
• Cut your costs and save time by accessing all customer data in one simple screen
• Give your customers access to view and update their information online
• Create groups to quickly organize, find and contact your customers
• Reward your most active customers by offering incentive points or gift certificates

How It Works:  

The Dashboard Customer Service and CRM system tracks all interaction with your customers in three primary ways.  First, all interaction with your website is automatically tracked, including orders placed, downloads purchased, emails read, surveys taken, gift certificates redeemed, incentive points earned and much more.  Next, your customer has full access to manage and view account settings, order history, customer service requests, shipping addresses and more.  All changes made by the customer online are tracked and stored for your administrators to view.  Finally, as an administrator, you have full access to view and modify customer information, block problem customers, and reward loyal ones.  If you have multiple customer service representatives using the Dashboard, you can restrict certain access permissions for each administrator you create.

Highlighted Features:

Customer Service Request Manager
Receive your customer requests directly through your Dashboard-powered website.  Customers can add new requests, view old requests, read replies and even re-open old requests if they feel their request has not been addressed.  Dashboard administrators can reply to requests, close them, re-assign them or escalate them to a supervisor.  This is far more efficient than simple email, and provides a central interface where administrators and supervisors can read and track history on all customer service requests.

Customer Information Center
The Dashboard Customer Information Center provides a complete snapshot of a customer's profile, purchase history, customer service requests and much more.  Administrators can make private notes only accessible to other administrators.  Easily create new, searchable fields to track any information on your customers.

Customer History Tracker
You'll know every time a customer updates his or her information online or the system makes changes to customer accounts.  Track order status changes, customer address changes, account expirations, emails read and more - all with complete details on the administrator or system process that made the update.

Customer Groups
Easily create and search groups of customers based on complex rules.  Use groups to send emails, offer discounts, send physical mail, create orders and more.  Groups offer a convenient way to view segmented reporting based on different customer profiles.

Related Features:

Complete Ecommerce System
Track detailed information on every order placed within your Dashboard Ecommerce System.  Allow your customers to view past order history, re-print invoices and receipts, check order status and even track UPS shipments directly through your Dashboard-powered website.  Track down and ban problem customers or fraud suspects by barring their use of credit cards on your site or preventing them from purchasing altogether.  Create gift certificates your customers can redeem online as a reward or as a goodwill gesture.

Subscription & Membership System
Use the Dashboard's comprehensive Customer Service and CRM system to maintain complete records of each customer's membership purchase history, subscription status and order history.  Quickly change expiration dates and membership types, and track all changes made by system, customer or admin.  Maintain complete records of all customer service interaction and view entire customer history at a glance.

Paid Download Management System
Maintain complete records of each customer's download purchase history, restore lost keys automatically, make customer notes and set specific download permissions.

Incentive & Loyalty Systems
Reward your loyal customers with points they can redeem for further purchases on your site or to use within points-based auctions.

Email Publishing & Tracking
Create targeted emails to your customer & mailing list base to promote new products and services or notify of changes in your policies, prices or shipping methods.  Track read and click-thru status on a per-customer basis for every bulk email sent through the Dashboard Email Management system to gauge interaction with a customer or group of customers.

Surveys, Polls & Message Boards
Use the Dashboard Survey Management Tool to easily create complex surveys and track results by group or by individual customer in the Customer Information Center.  Create polls anywhere on your site and analyze results using advanced cross-result reporting.  Manage message board permissions, delete posts and block IP addresses directly from the Customer Information Center!

Other Terms For This Module:

Customer Service Administration, Client Resource Management, Member Management System, Subscriber Management System, Customer Database Management, Web-based Customer Service Management, Account Manager, CRM Software, CRM Systems.