A CRM, Customer Relationship Management, is a software that is as simple as managing your customers on a spreadsheet but better. It's best when customer engagement and customer experience are core to the sales process.Get Started. It's Free
A CRM groups your data into collections. It allows everyone in the organisation to contribute in one place. E.g. a collection of customers and another for orders. This helps your support agents locate data faster.
A CRM creates a link and relationship on your data via lookups. This helps your customer support agents navigate your customer data faster. E.g an order belongs to a customer.
A CRM automatically updates your Contacts as action and information change or is submitted. This helps your customer support agents avoid re-asking your customer for information every time.
A CRM helps you boost data privacy by limiting who has access to critical data and processes. E.g., the debt agent should only have access to overdue accounts.
A valued customer does not enjoy listening to 'wait music' as your agents click and search across five different systems.
Embrace your customer data as one.
One platform, with endless connectivity
Control access to all your data across your systems
Make and receive thousands of calls and messages
Create cases and tickets with escalation rules
Connect to Facebook and Twitter messaging
Voice support is available on the top mobile networks in Africa, including Safaricom, Airtel and MTN
Simple, click and config visual dashboard with on-point reports.
Easy to build custom reports that make sense for your business.
Monitor your business and organise all data from a single, intuitive platform.
With the HelloDuty CRM for customer support, you can drive more sales to your business with detailed insights on customer conversions and drop-offs. Get a clear picture of what’s working, and what is not.
A spreadsheet is great for one-time projects and if you have less than 10 clients. It cannot however compare to a CRM in tracking complex and dynamic data or automating actions against that data. E.g if a customer pays via M-Pesa, record the payment and send an invoice.
Data about the customer is stored in a single row, with the likelihood of repeating the customer details.
In a CRM, data is stored in collections based on the category. E.g. In a CRM for customer support, all customers will be held in the Customer Collection.
It's nearly impossible to prevent duplication of data across spreadsheets.
In a CRM, rules are in place to ensure data is never duplicated.
Very simple automation can be ran. Furthermore, setting up the automation can be a complex task
In a CRM, complex computations and calculations can easily be performed against your data. Once it's set up, it keeps running forever.
Different departments will create new spreasheets for the same purpose.
Everyone with access gets to collaborate on the same CRM data across departments.
Important information like your customers' data, can easily be duplicated, exported and stolen.
Access rules are in place to prevent unauthorised data access. It's able to keep a log of every interaction.
No tasks or reminders are available. Users have to manually create them.
In a CRM, automated tasks and reminders help every team member work towards the same goal.
Adding integrations to view data on other systems is very complex.
Has the capability to integrate your custom data and databases.
In today's world, we push the definition to assume that the newly established business is focused solely on seeking new ways of doing things. That everything they do and touch has to reinvent the wheel—a cardinal sin.
Application Programming Interface (API) is a code that enables two or more applications to interact with each other using a set of definitions and protocols.
The Kenyan contact center market is one of the fastest growing in Africa and offers great potential for businesses looking to expand their operations. Kenya’s population has been growing at a rapid rate, with over 51 million people currently residing there.
Plan, engage, and analyse with ease. Transform your customer relationship with an all-in-one platform.