CRM CRM Customer Service and Support 3

Question 1

What is 'proactive customer service' in CRM strategy?

Accepted Answer

Reaching out to customers before they experience a problem or contact support

Answer

Proactive customer service uses CRM data to identify potential issues and contact customers before they have to reach out, reducing support volume and increasing loyalty.

Question 2

What is 'customer segmentation' in CRM and how does it benefit service teams?

Accepted Answer

Grouping customers by shared attributes to deliver tailored service experiences

Answer

Customer segmentation groups customers by attributes like industry, purchase history, or tier so service teams can prioritize resources and tailor interactions to each segment's needs.

Question 3

What is the role of 'macros' or 'canned responses' in CRM customer service?

Accepted Answer

Pre-written response templates that agents can quickly apply to common support cases

Answer

Macros and canned responses are pre-written, reusable reply templates that let agents respond to frequent issue types quickly and consistently, improving speed and quality.

Question 4

What does 'ticket deflection' mean in CRM customer service strategy?

Accepted Answer

Reducing support ticket volume by enabling customers to self-serve before contacting an agent

Answer

Ticket deflection strategies — like self-service portals, chatbots, and knowledge bases — help customers find answers independently, reducing the number of tickets agents must handle.

Question 5

What is a '360-degree customer view' in CRM customer service?

Accepted Answer

A complete profile of a customer including their purchase history, support cases, and all interactions

Answer

A 360-degree customer view consolidates all data about a customer — purchases, cases, communications, and preferences — into a single record so agents have full context instantly.

CRM - Software Practice Test

CRM - Software Practice Test

CRM CRM Customer Service and Support 3