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How Your Business Can Effectively Use Web Based Contact Management

10.09.2009 · Posted in Business News Article

The internet is home to many applications that can help improve business productivity. One of your choices is a web based content management system. Many companies online have this software for sale; some companies will even offer to host the database if their customers don?t have internal servers of their own.nnThere are other applications referred to as freeware, but the company using these programs must run the program and store all information themselves. Regardless of which type you use, there are steps that all businesses should take to reap the most benefits. Here are some tips that every business, both large and small, should keep in mind when using contact management programs:nn1) Teach employees how to use the application, but also when to use it.nnMany web based content management programs are easy to use, but that doesn?t mean you want to set your employees in front of a computer and hope for the best. For any software, proper training is the only way to ensure proper use. All users should be walked through menus, educated on how to search, how to store and update information before they are expected to use the program and produce the best results.nnAnother important part of training is telling each user what information should be inputted into the application. This information will vary depending on the company in question; the decision should be made upfront to eliminate wasted time and space. Most companies want detailed information of the contact made with each client. When this detailed information is recorded, coworkers and management can refer to those notes and deal with that customer themselves; there is no need to track down the employee who first spoke with the customer.nn2) Make use of reporting features that are built-in.nnIt is common for reporting features to be included in contact management programs. This feature allows for easy manager audits because the manager can ensure all employees are doing their job by following up with clients as directed; other detailed reports like sales reports can be viewed too. In terms of customer service, a manager is able to get the big picture on how each employee contacts and handles customers; they may find no problems or one that needs to be addressed.nnFor instance, this type of software is often utilized in inbound call centers. A manager can audit the days calls to see if any particular problem was causing the call center?s activity for the day. If there is a problem, they can pass it on much quicker than simply waiting for the department with the problem to notice it.

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