Every business can benefit from saving money. However, sometimes it is difficult to find ways to cut costs after looking at your budget. Sadly, some business owners try to save money by
creating their own inefficient help desk. When your company does not use a reputable customer service software, you run the risk of providing lackluster or – worse – poor customer service. What happens when one of your agents writes a customer’s ticket number on a piece of paper and loses it or forgets to reply to an escalated email? Both of these instances can cause a customer to ask for a refund, or worse – tell others about their bad experience on social media. Thanks to the internet, customers have the power to either elevate your brand with good reviews or discourage potential customers from using your services with a bad one. This means it is more important than ever to use a customer service software to improve customer satisfaction and allow your company to save money. We’ve compiled a list of four different ways customer service software can help boost profits and cut costs.
1. Keep Your Customers For a Longer Period of Time
What is your sales cycle? Does it take your sales team weeks or months to close deals or attract new customers? Finding new customers is an expensive and possibly time-consuming process depending on your marketing tactics and advertising budget. When you improve your customer support it will make your customers happy, which means they are more likely to keep using your products and services. They are also more likely to tell other people about their positive experiences with your company which can lead to more sales in the future. The less churn your company experiences the better!
2. Self-Service Customer Support Means More Money in the Bank
A self-service option or knowledge base with information about simple or recurring issues will be a very helpful for your customers. This feature also means fewer support tickets for your team. In fact, some customer support software programs can analyze help desk tickets or forum questions for certain keywords and then use that information to suggest different solutions that may help the customer.
A help desk software with self-service capabilities will make customers happy because they won’t have to wait on the phone for the next available agent and your team will have more time to focus on unique or escalated help desk tickets. It’s a win-win! Overall, this means your company can help more people with fewer resources.
3. Gain Insight and Improve Business Decisions with Customer Service Data
Customer service software can also save your company money by identifying new product or service opportunities and providing enough data to impact future business decisions. This is because it gives you an inside look into what your customers need and want. For example, imagine your company developed a brand new product and started selling it online and in retail stores. After a couple of weeks, customers begin to flood your help desk with complaints about how a certain component didn’t work. The customer service software system could compile enough information to help your executive team figure out how to improve the product in the future and prevent your company from losing sales or market share.
When a customer support software integrates with other business systems or applications, like a Customer Relationship Management platform, it can improve the decision-making process in multiple departments. If your sales, marketing and product development teams all have access to your customer service software, they can use it to measure and find key metrics that will allow them to consistently improve your company’s products or services. After all, they will be able to understand what issues customers are experiencing and communicate with other team members about how it can be resolved.
4. Improve Customer Service and Office Efficiency
The beauty about using this type of software is that it can dramatically improve your operation’s efficiency and level of customer service. All of your customer’s data and history is in the system so they don’t have to repeat themselves every time they contact your company. This means the help desk agents can easily pull up their account and help resolve customer issues right away.
Another way the software improves efficiency is by connecting incoming tickets, email responses, phone calls, live chats, and social media into one platform for the support team to manage. That feature alone can save agents the hassle of logging into multiple websites and helps them see every details of the customer’s interaction with your company.
Your support team can also collaborate and discuss certain tickets by using the software to communicate with each other instead of meeting in person or talking on the phone. This can save time for your help desk staff and your customers since they will get their problems solved at a faster, more efficient speed.
So there you have it! Four different ways customer support software can actually save your company money. Although it may seem unnecessary, a reliable customer support software can improve customer satisfaction, increase help desk productivity, provide key metrics and data about your customer base and lower your company’s overall costs. Thanks to the software’s ability to streamline and automate different tasks, your administrative and customer support team will be happy to use their new . You can also use the software to pinpoint problem areas that keep coming up and find ways to resolve them. Customer service software allows any business to deliver the best support while significantly cutting their expenses. And what business owner wouldn’t like that?