Users of Rex customer relationship management software will now have more time at their fingertips, with the latest feature release from the innovative tech company removing the need for human intervention when sending emails and SMS messages from the CRM’s Tracks system.
“We’re big advocates of automation,” product owner Tom McCarthy said.
“In 2021, our main focus as a company is to continue building more functionality that takes care of the monotonous, mindless and often time-specific tasks so that agents can focus on what they do best: talking to people and building relationships,.”
Intended to be used for longer-term follow-up, such as birthday, anniversary and cold lead messages, this functionality frees up agents and admin to focus on engaging with their most important current customers.
Although the automation will remove the need for human intervention, the company has acknowledged the potential for inadvertently removing personal interaction and said it had implemented safeguards to prevent this occurring.
“It’s possible to over-automate and remove important contact points with vendors and buyers,” Mr McCarthy said.
“However, Rex’s automation functionality does not dilute the role of an agent – or their relationships with contacts. It enables a better balance.
“What’s the best use of your time? Which tasks allow you to provide human-centric customer service, and which tasks are a drain on resources? Rex’s automation functionality supports you to do more of the important stuff.”
The functionality will work hand-in-hand with Rex CRM’s Tracks and Reminders system, a favourite amongst Rex users.
Rex comes with a series of pre-built, automated reminders paired with message templates that attach to a contact record within the system. When reminders fall due, custom data is merged into the template.
For agencies currently running with a lower headcount than usual, or solo agents in need of extra support, the scheduled messages functionality could help overcome staffing woes.
For more information visit Rex Software