Customer satisfaction is a right, not a privilege. They maintain a crucial indicator of how your service/product is perceived, help build a reputation, and are a source of free brand advocacy. Tracking customer feedback is vital, and investing in good customer service tools can help boost your brand with key data insights.
For instance, with customization tools, you can:
- Instantly connect with Customers
- Troubleshoot Problems faced by Customers
- Help them Access Info in a Systematic Manner
- Reduce Your Staff Workload without Sacrificing Productivity
- Measure Customer Response to Tweak Your Sales & Marketing Activities
This article will walk you through some of the best customer service tools to digitally manage your customers with the right tools.
But First: What is a Customer Service Software?
Customer service software is a type of software companies use to help their customers get their questions answered and issues resolved. The best customer service software solutions offer a variety of tools for assisting customers in finding information and solutions on their own without overly interfering and stepping in to help when nudged by a customer.
With the help of these tools, the industry has shifted its focus from reactive support (i.e., answering tickets) towards more practical proactive support (i.e., creating help articles, help videos, tutorial videos, walkthrough emails, etc.).
The main objective of such tools is to help mitigate tickets from being created in the first place.
Attributes of a Customer Service Software: How to identify the right tool
Companies that promote a customer-centric culture see an average annual revenue growth three times higher than companies without it, so it is crucial to identify the right tools.
Here are some of the standard functions you should look out for in an ideal customer service software:
- Ticket management: Helps in managing customer tickets efficiently. Ticketing systems commonly feature ticket creation, assignment, escalation, routing, tracking, and reporting.
- Third-party integrations: Integration with other systems like CRM (customer relationship management), marketing automation, email marketing, eCommerce platforms, and business intelligence tools.
- Knowledge base: Also known as a help center, this feature lets customers find helpful articles on using a particular feature or trying to solve a problem/scenario.
- Ease of use: No customer can interact with the company if they find the software too difficult to use. The tool should be user-friendly and straightforward to use.
- Value: Is the software tool you are using cost-effective? Is it fulfilling a need or something nice to have? Can you or customers leverage the means to solve a problem? These attributes can go a long way in determining the value.
Read the full article here: How to Identify the Best Customer Service Software Tools