Do your CRM/call center systems actually show you everything, or is that just the sales pitch?
I’m asking because during training or when a system is being sold, you always hear “you can see the customer’s full history here”, but in practice it often seems like a different story.
I’ve had customers call angry because they contacted WhatsApp, then sent an email, and then ended up with another agent. And I’m left trying to piece together what actually happened while the customer is already pissed off.
In your campaigns/companies, does the system really show everything in one place? Or do you still end up opening 5 tabs, searching through spreadsheets, checking another system, or asking another department just to understand what happened?
Sometimes it feels like no matter how expensive the system is, when a case gets complicated, someone still has to do part of the work manually.
What things do you still have to do manually when the system doesn’t give you the full picture?