Home Business How a CRM Contact Center Can Help a CBD Brand

How a CRM Contact Center Can Help a CBD Brand

by Phume Mdluli
CRM Contact Center

If you’re looking to start or grow a CBD brand, you’re far from alone. Cannabidiol (CBD) has taken the supplement market by storm recently, and it seems like everyone is talking about it. From frequent celebrity endorsements to rapid word of mouth marketing, the popularity of CBD oil and similar CBD products and is undeniable. For the uninitiated, cannabidiol is a cannabinoid that’s found in the hemp plant. Unlike THC, which possesses psychoactive properties, CBD won’t cause users to experience a “high.” Rather, CBD is commonly used to address issues like anxiety, chronic pain, insomnia and other sleeping difficulties, joint pain from arthritis, epilepsy, and more. CBD is believed to have positive effects on the endocrine system, helping users maintain homeostasis and producing a calm effect via an “entourage effect” of CBD and terpenes found in hemp.

For those interested in selling these products, you’ll naturally want to research laws and regulations. In the United States, the passing of the Farm Bill in 2018 legalized the sale of industrial hemp products. While THC remains illegal in many states, you should be safe selling hemp derived CBD. It’s important to note that CBD products are generally not approved by the Food and Drug Administration, and the only medication with CBD to receive FDA approval is Epidiolex, which is used for the treatment of seizures.

It’s also important to keep in mind some of the same principles as any business. For one thing, customer service is king. It’s always easier to retain existing customers than it is to earn new ones, and providing convenience is the best way to do that. Here are some ways a customer relationship management (CRM) system can do that in your CBD business’ call center.

Simple Menus and Guides

If you’re setting up a CBD shop, you may be surprised to see the wide variety of CBD products, including CBD oil, tinctures, CBD gummies, CBD creams, and much more. There are even CBD pet products, so you could find the best CBD oil for dogs to use with a dropper or mix into a dog’s food. Whether they’re pet owners or looking for a CBD oil tincture for personal use, customers expect quick service and need to be directed when they reach your contact center. An interactive voice response (IVR) system is a great way to assist your voice callers. They’ll be able to select from a simple menu of items to direct their calls, which can include speaking with call center agents, ordering products, or receiving recorded product descriptions.

You might also use the IVR system to advise customers to consult a doctor about potency and dosage before trying the best CBD oil you have to offer to avoid any side effects from the wrong amount of CBD. Naturally, for dog owners with furry friends, you’ll want to speak with a veterinarian before giving your pup a dropper or CBD, even if it’s high quality.

Personalized Customer Journeys

The chief purpose of a CRM contact center is to provide an exceptional customer experience. One of the best ways to do this is by letting the customer decide how they interact with your contact center. Gone are the days of cubicles with frustrated call center agents answering voice calls in a big office. Today, many call center agents work remotely, and customers have a variety of ways to reach a contact center, including text, SMS, live chat, company apps, and more. Good call center solutions should include a simple agent dashboard that allows contact center agents to easily track customers and conversations across channels.

The best, omnichannel call center software will also let customers seamlessly switch between communication methods, all while maintaining contact with the same agent. This saves everyone’s time and makes for a convenient and memorable customer journey.

CRM systems also make it easy to track customer information and share it with the sales team. This is useful for determining who your best customers are and reaching out to them with customized offers. It may even help you find more promising sales leads in the future. Of course, you may also generate some positive word of mouth through customers who are impressed with your convenient service.

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