Customer Relationship Management using Google Business Services

The Customer Relationship Management using Google Business Services workshop teaches participants digital skills to work collaboratively and productively in a professional environment while addressing customer needs. It will improve their ability to complete common workplace activities using cloud-based tools to create and share documents, spreadsheets, presentations, files; bring the best of Google AI to customer service and communicate effectively with email and online meeting solutions.

CONTENT

Introduction to Customer Relationship Management (CRM)

• Fundamentals of computing systems and customer care
• Designing a strategy to meet customer needs

Working with Google cloud-based Customer Service tools

• Creating conversational experiences with Dialogflow
• Working with real time using Agent Assist
• Document creation, collaboration and communication with G-Suite

Marketing and Ads on Google

• Promoting content on YouTube
• Promoting content using Google Ads
• Promoting apps with Universal App Campaigns

Enabling Business with Infrastructure Management

• Creating infrastructure with Google Cloud

• Managing web hosting services
• Tracking business data with Google Data Analytics

Gaining feedback on Google investments

• Insights and analysis using Google Analytics
• Handling customer requests using Google Marketing Platform

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.