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A CRM system is software or a web app that allows you to store customer information and interact with those customers in various ways. Many CRMs will let you email your customers or put them into email drips to move them toward action. Others will send you reminders or updates on what's going on with a customer:

On the other hand, a Helpdesk is a specialized tool that brings together a wide range of functionalities to streamline and optimize the support process - it's specifically designed for customer support issues, not sales—however, there's often overlap between these two domains. Though these two systems are explicitly for different purposes, most can integrate-those that can't usually have APIs that can be used to connect them.

Why CRM benefits businesses

The benefits of CRM systems apply to all types of organizations, ranging from small businesses to large corporations. They include the following:

  • Enhanced customer service. Having customer information, such as past purchases and interaction history, easily accessible helps customer support representatives provide better and faster customer service.
  • Trend spotting. Collection of and access to customer data let businesses identify trends and insights about their customers through reporting and visualization features.
  • Automation. CRM systems can automate menial, but necessary, sales pipeline and customer support tasks.