Customer Service Software

Not all companies require a complete overhaul of their customer service. Simple changes like sending automated acknowledgement emails or creating a knowledge base for self service can go a long way to wow the customers. You need to compare and choose the right solution for you. In general, customer service software helps keep track of customer requests, automate certain customer support tasks, generate reports, route the right request to the right person, collate customer information in one place and prioritize customer requests. Some products are specifically designed to manage customer interactions on social media platforms, while others come with advanced features, such as, the ability to schedule emergency services and integrate with other programs.  Read the full software guide...


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What is Customer Service Software?

Customer service software is a tool that aids businesses to efficiently keep track, manage, organize and respond to customer service related concerns, requests and inquiries. This type of software is usually more comprehensive than a help desk and a service desk as it focuses on the entire customer service for your business, not just certain aspects that other software provides.

Customer service software provides businesses with a ticketing system that gathers all relevant queries, questions and complaints from various sources like social media, email, phone call and live chat. The system then shows this information on the platform as an easy-to-use, user-friendly interface.

The software can act as a communication hub for your business and allows you to see both the positive and negative operations of your business and make changes to these accordingly. This data can be compiled in the form of reports and presentations so the necessary business decisions can be made.

These solutions include common features such as help desks, POS and ticketing, contact management, and customer management. More advanced schemes include lead extraction, tutorial platforms and registration processes.

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Types of Customer Service Software

There are many different types of customer service software available for businesses. Most solutions focus on a specific area of customer service and ensure that all the features you need for that particular area are included.

These are the main types of software available for businesses:

Help desk software

Help desk software is a solution that provides customers with a way to contact a business if they have any problems or issues with the product. This type of software is ideal for businesses with a more technical product and may have to provide phone or video support to solve issues for customers or clients quickly.

Service desk/IT service desk

Service desk or IT service desk customer service software, like help desks, also works on technical issues. Unlike help desks, it also accommodates service requests such as purchasing new licenses for the client’s software, purchasing additional equipment or negotiating a subscription for the product. This type of software is more sales-oriented and may not handle more technical product-related issues.

Call center software

Call center software allows customers to call a business and discuss any problem that they have with the product. Companies who operate in the retail sector or other businesses with large customer bases can use this software to quickly answer and solve any issues or questions that a customer has and complete the appropriate action e.g processing refunds or organizing redelivery for lost items.

Live chat software

Live chat software can be used by all businesses and can integrate with all other types of software. Most businesses want to answer customer service queries quickly and live chat provides a suitable alternative. Live chat software uses a pop-up box in which a customer can ask questions and receive a response instantly from an available agent.

Ticketing software

Ticketing software solutions compile customer questions and queries into a ticketing system, allowing customer service agents to answer the questions quickly and efficiently. This type of software allows for templates and macros as well as reporting and analytics to track volume and other important metrics of tickets.

Integrating the software with other solutions and tools such as Outlook or Gmail is especially helpful as there’s no need to switch from one system to another as everything is in a single system. Collaboration features are also essential because this allows agents and teams to coordinate with each other in real-time, making it easier to create and share tasks, calendars and group chats.


How to Choose Effective Customer Service Software

When you’re choosing the right customer service software for your business, there are some things that need to be considered. Your business should consider what the software is being used for, the size of the scale of the software, the features that will be used and budget constraints.

What is the software being used for?

Creating a list of the reasons you need to purchase customer service software for your business or organization will be very beneficial in choosing the right platform. This will help you identify the specific requirements or needs of your team. In addition, you’ll also be able to identify the level of support you can offer to customers.

If you offer a more technical product such as software, you should consider a help desk or service desk solution so your clients and customers can call you directly to resolve their issues quickly. This improves customer engagement and satisfaction when done effectively.

If you operate in a retail business or have a high volume of sales or transactions, call center or ticketing software would be more ideal to handle the large volume of calls and tickets quickly and efficiently.

Identifying these factors ahead of time will help make your task easier as you’ll understand what features you specifically need from the software.

Size and scale of your business

The software should consider the number of agents on the system and the volume of customer questions and queries that you’re expected to receive. Small and medium businesses can still receive a large number of queries, so choosing a suitable software that allows you to allocate the appropriate amount of users is important.

If you’re a larger business with global operations then you should consider a best-in-breed solution or multiple solutions that can handle all of your customer service needs. Most of the best-in-breed solutions can be integrated into existing software and work alongside each other to cover every aspect of customer service.

Integration is an essential part of automated software, especially one that focuses mostly on customers. A priority should be on customer service software that allows integration with various business processes and apps.

Define the features you need

Customer service software can come with many features, both basic and advanced that can assist your operations. However, you should consider software that provides features that can be utilized effectively in your business. Some solutions can come with features that you may not need and be wasted in your operations.

User-friendly, easy-to-use customer service software is ideal as your team will be using and navigating it every day, so they should enjoy using the software and find it rewarding.

Mobile compatibility is also important for agents and teams, especially when they need to go on business trips or meet with clients outside of the office. The software should provide access via a web browser and multiple mobile devices. The software should also ideally provide remote access to external devices when necessary to solve more complex problems.

Budget correctly

When choosing the ideal solution, it’s easy to go over budget when looking at the features and functions of more advanced software. If the features and functions are going to be utilized correctly now or in the future, then it may be a worthwhile investment. Avoiding unnecessary expenditures may be important to your business and going over budget on customer service software can be detrimental to your operations.

However, your brand is important and bad customer service can affect your reputation if not addressed properly. Take this into consideration when choosing the right software.

Other things to consider would be access to an analytics and reporting feature, a rating system for agents or team members and customization of user interface and features of the software.


Benefits of Customer Service Software

Businesses can find there are many benefits to using a customer service solution to handle their operations:

Efficiently track and manage tickets

Tracking and managing tickets become easier and more efficient as everything is streamlined in a central database, so there’s no need to worry about using multiple applications.

Likewise, since everything is automated, task completion does not take long. Access to data is quick; only a matter of minutes, not hours compared to more conventional methods. As such, you’ll be able to focus properly on other tasks, particularly the more complicated and unique ones.

Gather important insights about your customers

Tickets, analytics, issues and interactions are only some of the insights you will get from the software. The data and insights can be applied to all departments of your business and help you make smarter decisions for the future of your business. This means more opportunities for better productivity and increased profits.

Establish a good knowledge base

A knowledgebase is something like a repository of issues and problems that are already resolved. This basket of data can hold even the most unique situations, as well as recurring inquiries from customers. It’s a safe way of storing essential information and can be made into a FAQ section to help reduce potential queries about a particular issue.

Better understand your customers

All the data collated from the tickets provide details about customers; details such as preferences and purchase history. This is valuable information that you and your team can use to better understand your customers. With these details, it will be easier to create programs and campaigns that are targeted to your customers and target audience.

Provide 24/7 support

Cloud-based service, ticket management and live chat are just some of the aspects that offer customers 24/7 support and assurance that their issues and inquiries will be efficiently addressed. This can improve customer satisfaction as they know that their questions will be answered promptly.

Identify priority tasks

Data collected from issues and tickets can be helpful to you and your team because you can then point out which of these need to be prioritized—including prioritizing important customers. High-profile customers can be easily identified and assigned priority tickets so their issues and inquiries will be resolved first.

Customer service software helps businesses manage customer service operations through solutions that allow customer and client questions and queries to be answered quickly and efficiently.

Customer issue resolution is now easier and faster than before. Excellent customer service software aids businesses in every part of operations. With the potential scalability features of the software, businesses are ensured operations will not be hampered by the increase in the volume of customers or the higher number of agents within the platform.


Common Features of Customer Service

API Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.
Calendar Management Manage and update calendars for scheduling or consolidation of events across teams, departments or business functions.
Chat Live text chat with customers, website visitors, mobile contacts and others.
Click-to-Dial Dial telephone numbers with one click.
Contact Management Manage large amounts of personal or business contacts in a centralized system.
Customer Management Manage customer databases and/or track outstanding shipments, payments and more.
Dashboard Dashboards are digital interfaces commonly used to visualise data or give quick access to important features and functions of online platforms. They often serve as an overview gateway in software applications.
Data Export Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.
Data Import Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.
Data Visualization Data visualization features render a visual interpretation of data sets through the use of charts, infographics and other visual cues generally in form of a reporting dashboard.
Email Integration Integration with email clients or providers to create and send emails as well as view received emails within an application.
External Integrations Integrations with other software products or platforms to improve efficiency and compatibility across systems.
Google Apps Integration Integration with the G Suite, including Gmail, Google Docs, Google Sheets, Google Calendar, etc.
Inventory Tracking Stay on top of inventory levels, to manage the storing, reordering or production of stock items.
Lead Management Manage business leads to improve sales outreach processes or stay on top of prospect inquiries.
Lead Scoring Manually or automatically assign quality scores to business leads to target / segment sales outreach efforts.
Marketing Automation Automate marketing processes, such as outreach emails, customer engagement, chat replies through the use of chatbots and others.
Multi-User Supports more than just one user account and generally allows for collaboration with colleagues.
Net Promoter Score The Net Promoter Score (NPS) is a tool that can be used to gauge the loyalty of a firm's customer relationships.
Notifications Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.
SAP Integration Integrates with common SAP services.
Scheduling Schedule tasks, resources, appointments, payments, communications, etc.
Supplier Management Manage suppliers and purchases required in the day-to-day operation of a business.

Latest User Reviews of Customer Service Products

Smith.ai Chat
Sarah Renfro
19 Nov 2020
"Smith.ai Live Web Chat Engages Users "

The software saves me time by gathering the pertinent information from prospective clients, but more importantly, it provides users ...

LiveAgent
Bernardo Gomes
19 Nov 2020
"Great tool especially for Live Chats"

Live Agent is very user friendly and very stable. Also i love the automatizations available even thought they could have more but it...

LiveAgent
Silvio Parreira
20 Nov 2020
"Great service/software"

Lots of options and flexibility for customization to suit your organization's individual needs. This is great because the system can...

ProProfs Help Desk
Rachael Pace
20 Nov 2020
"Our ticket management is more streamlined ..."

We feel ProProfs Help Desk is an intelligently-designed tool with just the right features one could ever ask for. It brings all tick...


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