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CRM Operations Impact on Business 2023 by Blesson Joseph is a document available to read on EtoBox.

What is CRM Operations Impact on Business 2023 about?

The CRM department experienced several issues in December 2023 and January 2023 that negatively impacted customers and business operations. This included a 30 minute CRM outage on December 21st and a chat outage from January 23-24 due to changes made to the live chat system. It also saw an increase in return rates from 10.5% to 12.1% and incorrect practices like prematurely closing tickets and contacting customers to change negative reviews. As a result, customer satisfaction scores decreased and resolution

Author

Blesson Joseph

Language

EN