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Sales & CRM
Turn your customer support software into a source of revenue
Work smarter, not harder. With the right customer support software, you can meet the challenges of an age when customer expectations are higher than ever. Make the Grade helps your support team understand customer needs and tailor your service pipeline from strategic data.
OUR APPROACH
Improve customer loyalty and average baskets with the right tool
Centralize service activities in one place:
A fragmented compilation of service tools doesn't contribute to your productivity or business understanding. Whether your support is aimed at individual customers or a large audience, whether you manage several service teams in different regions, or directly from a central point... Technology must integrate with your specific processes, not the other way round.
A simple user experience for high adoption :
Customer service software saves time and provides in-depth information on customer needs, automating service processes and resolving problems quickly. With a history of interactions and recurring problems, it's easy to identify trends and friction points.
Ticketing tool for performance monitoring and analysis :
Ticketing software provides analysis tools that enable you to track key performance indicators (KPIs). Response time, first contact resolution rate, customer churn, efficiency for each communication channel... This helps you identify areas for improvement, optimize your processes, and allocate resources more efficiently.
PROCESS
Create your own personalized customer experience with the right customer support software
Modern customer service software integrates all communication channels (email, chat, social networks, phone calls) into a single interface, ensuring a seamless customer experience whatever channel is used. We help you improve your customers' perception of your brand.
01.
Audit and recommendations
Our customer relationship management experts study the use of your tools and the coherence of your current business processes. We identify silos, your hidden costs, and your current customer success metrics. Then we deliver a customized roadmap for adopting the right ticketing software system, with growth in mind.
02.
Design of customer support software processes
Based on a study of your organization, we propose a tailor-made customer service software and IT SLA system. This includes documentation, tool selection and a data flow diagram for all phases of the customer lifecycle. This package enables you to industrialize your customer support team, taking into account your specific markets.
03.
Integration of ticketing tool
To generate results quickly with your teams, we set up customer experience automation tools. Create ticket pipelines, set up CRM objects, set up satisfaction surveys, create your own customized dashboard, etc. Depending on your ecosystem of tools, we also perform the necessary synchronizations.
04.
Training, coaching and change management
Our training courses are delivered by consultants with between 5 and 10 years' experience in customer relationship management. We tailor each training course to your needs and business challenges, and our mission is to make the most of your usage and tool investment.
Improve retention with the right customer support software
Our mission is to help you improve internal efficiency. This means automating certain tasks, improving IT SLAs and communication between your teams (sales, marketing, products, etc.), and anticipating future problems. Optimizing these different levers is the key to a top-notch customer experience.
Contact a customer support expertDEFINITION
What is customer support software, tailor-made for your company?
As an executive or customer success leader, implementing customer support software offers strategic advantages. Improving your company's performance, especially if you operate in a B2B environment.
Why is customer loyalty essential to my growth strategy?
It's a well-known fact that acquiring new customers is more expensive than keeping them over the long term. Especially in B2B, where sales cycles are long and complex. This is known as "Customer Lifetime Value". This means that your current customers generate more income over the long term. Thanks to recurring purchases, additional sales or cross-selling (upselling and cross-selling). The longer a customer stays with you, the more profitable the relationship becomes.
The best operational response to B2B loyalty challenges is customer support software
A loyal customer base guarantees financial stability and facilitates long-term planning. To influence this positive feedback loop, you need to adopt the right technological environment, with the right customer service software. A customized system that is regularly challenged is the key to the day-to-day efficiency of your talents and to successful customer collaborations. Through it, you'll be responsive, relevant and authentic to customer complaints.
Our mission
Transform your customer support software
Our customer support software coaching projects exist to help your CSM teams focus on customer relationships, less on operational actions. Systematically, we deliver the documented, tool-based organization your prospects expect and deserve.
Challenge your customer support software