It can be common for customers to feel that enterprise companies are impersonal in their customer service approach. As a result, customer service is an area that small businesses can outperform their enterprise counterparts.
Due to the time-limiting nature of small business employees being required to wear multiple hats, customer service software can be invaluable to streamline the customer support processes of small businesses.
The exact type of customer service software that small businesses need can vary based on their business model and the type of product or service provided. The two most common customer support solutions are help desk and live chat software.
Help desk solutions often provide a variety of customer service capabilities to help small businesses provide effective multi channel support. Common help desk software features can include the ability to implement a live website chat or an online phone line, automate ticket management, automatically escalate issues to the most relevant support agent, set up knowledge bases that cover common queries or issues, as well as generate reports and analytics on client satisfaction. Advanced features can also include video chat, the ability to view remote screens, file sharing, and feedback analysis.
Dedicated live chat solutions, on the other hand, are more lightweight than help desks. They focus more specifically on improving customer support by providing immediate help to customers via real-time chat and forego other more advanced help desk features that many small businesses may have no use for. As these solutions are often solely text-based, customer service agents can easily handle multiple chats at the same time. Furthermore, both customers and support agents benefit from conversation transcripts that can be kept for future reference, as well as chatbots or canned messages that can be set up to handle commonly recurring issues.
Overall, customer service software enables small businesses to save time and money on customer support, while customers also benefit from streamlined, round-the-clock support.