Do need your business processes to be more streamlined and efficient, while improving your customer service operations? In addition to providing your customers with high-quality service, you can also improve your business by having the right customer support software.
Here are six basic factors to consider when choosing customer support software, along with some considerations and warnings.
WHAT IS CUSTOMER SUPPORT SOFTWARE?
First, it’s important to have a clear definition of the meaning of customer support software. Put simply, this is software that enables a business to organize, manage and track requests made by customers by using only one platform. This means that customer support software serves as an overall help desk that resolves customer questions about a problem. Its ticketing systems converts customer calls, emails, chat messages and social media posts into tickets and then directs them to agents for quick solutions.
Customer support software should be designed to simplify your job instead of making it harder. Thus, be sure to choose a product that’s user-friendly. Look for customer support software that offers a streamlined workflow that’s easy to use as well as will prevent your employees from making errors.
Another buying consideration should be flexibility. In other words, can the software be accessed from anywhere? By using a customer service option that’s cloud-based, users are able to work at home or virtually anywhere for accessing data on mobile devices. This is an ideal benefit for employees taking care of business matters while at conferences or when travelling.
3. THE ABILITY TO INTEGRATE WITH YOUR CURRENT TOOLS
You’ll probably want your customer support software to be able to fit in or integrate with your existing business tools and processes. For instance, if you use e-commerce software, besides other processes, think about how adding customer support software will benefit or affect them. There are a wide range of options, so you’ll want to choose the right software that’s the best fit for your business.
4. TECHNICAL SUPPORT
One of the main factors when choosing customer support software is if a provider offers technical support and training. If this is the case, know if it’s included in the cost. You’ll want a training program that’s exceptionally streamlined so that your employees can start using it as soon as possible. That’s why technical support is so important. Because often issues occur outside of normal business hours, you’ll need to find out if a vendor provides technical support for nights and weekends. If so, are there any additional fees? Furthermore, ask about what the average time is for responding to requests.
5. CUSTOMER EXPECTATIONS
Customers usually have their own requirements when it comes to customer support software. When deciding on a product, think about your specific customer base. What do you think they expect, and what are their requirements, regarding service? While some people would rather use self-service tools, others prefer emails. That’s why you need to be alert for any clues as to customer expectations, along with their current customer satisfaction or dissatisfaction.
Of course, cost should be one of your most critical considerations. But even if the best customer support software solution is a bit more expensive, keep in mind that it could pay off in the long run. Find out the fine details, regarding the cost for training as well as implementation and technical support. Consider the cost for being able to scale either up or down. Additionally, consider if the software provider charges for upgrades to the newest version.
OTHER CONSIDERATIONS AND WARNINGS
- Consider your specific goals for improving customer service and the particular processes that the software needs to be able to perform.
- Consider the type of experience you want to provide for your customers. For example, do you think your customers want to just send quick emails, or would they rather get help by using a Website? On the other hand, maybe they want to find their own answers to their queries by using user-friendly self-service tools.
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