Customer service software is represented by multi-functional platforms that assist businesses in managing customer interactions. This is accomplished by automating the workflows of sales and support departments, forming insights on the preferences and shopping patterns of customers, as well as keeping all customer profiles in a centralized system that is safe and easily accessible by team members.
By using customer service software, a company can improve customer relations, learn more about its audience and effectively attract new prospects. All of this leads to increased conversion rates, customer satisfaction, and sales.
5 main types of customer support software
Mainly, there are five basic categories of customer service software that can be distinguished. However, the majority of popular CS solutions are characterized as a blend of several types we’re going to describe below.
Helpdesk
Helpdesk CS solutions are focused on supporting customer support teams with ticket administration, performance tracking, and identifying the most common problems that customers face. Such solutions convert incoming questions into tasks or tickets, uniting multiple communication channels in a single interface, and have other features as well. Among them are ticket prioritizing, in-depth analytics of staff performance (response time, the average number of solved issues per day, among others), and audience demographics (age, location, preferences, and brand interaction patterns).
Shared inbox
Shared inbox solutions are usually employed to manage corporate email addresses such as customercare@company and enable linking its domain to a platform where multiple employees can handle incoming messages simultaneously. Such platforms have an easy-to-use interface with an extensive (compared to a common inbox) set of features, where staff members may interact with clients more easily than through a straightforward email agent, turning strings of messages into tasks that are shared among team members, according to their competencies, number of other tasks at work, and so on. Every email conversation has a link to a customer profile and earlier interaction, enabling support to quickly and effectively help customers with shopping advice or post-purchase consulting. Additionally, there is a section of internal comments on every chat, allowing employees to discuss complicated issues within the ticket and provide the best possible customer experience.
Knowledge base
This kind of CS platform is the closest analog to a virtual encyclopedia that offers thorough product documentation as well as answers to frequently asked questions. Thanks to the advances in artificial intelligence, such knowledge bases can be developed to smartly narrow down customers’ search requests and automatically update content. Since a lot of customers favor doing their own research on questions rather than speaking with customer service representatives, such customer support platforms can not only significantly reduce the workload on the support staff but especially appeal to a part of the audience and improve its loyalty.
CRM
Customer relationship management systems (CRM) can also be regarded as a subspecies of CS software designed to foster long-term relationships with clients and boost a company’s revenue. These systems come with comprehensive sales tools like Deal cards and sales funnels that let you keep track of interactions with prospects. In order to properly assist agents in handling support requests, CRM systems keep logs of all customer contacts. Such platforms have in-depth built-in analytics and enable businesses to learn vital information about the buying habits, interests, and demographics of their clients. Additionally, CRM and messenger connection enable staff to use chat support tools to get in touch with customers who contact the company via WhatsApp or Instagram directly through the customer service platform. This works towards complete transparency of customer communication and accountability of customer support representatives.
Messaging platforms
A growing number of businesses realize the necessity to communicate with customers in real time by using alternatives to phone and email, because these channels, according to numerous studies, show higher customer engagement. This can be achieved by employing in customer service platforms that integrate with messaging platforms and social media and offer easy access to client profiles, their prior chats, and internal collaboration features (for situations where an inquiry needs to be discussed with other staff for efficient resolution).
Also, three types of CS platforms can be distinguished according to how they are deployed and linked to the corporate infrastructure. On-premise customer service platform is usually installed on the client’s servers and is distributed on a lifetime license basis. Cloud-based software is provided by a vendor along with hardware storage, on which it runs and is typically offered on a monthly or yearly subscription model. Hybrid model usually means purchasing a lifetime license and running it on third-party hardware. The last one provides both cost-efficiency and flexibility.
You text with your friends, your parents, your brother, your sister, your boss, your co-workers, your Uber driver, your prospects/customers, and yes, now your CRM.
We also know, CRM Sales reps generally dislike processes, updating systems, and anything that gets in their way of working on a deal.
We get it has done:
Manage Leads EffectivelyRevenue lies at the heart of every small business.
But if these leads are maintained in diaries, Excel spreadsheets or “the mind,” converting them becomes a difficult task.A mobile CRM is an effective tool for small businesses to collect and manage their leads from various platforms like social media, Instant Messaging, exhibitions, sales and more.
Focus on Customer RetentionMost businesses traditionally try to grow by focusing on customer acquisition.
This means customers don’t have a positive experience and end up switching to the competition, which negatively impacts a business’ revenue.A business that prioritizes customer retention over acquisition reduces marketing costs in the long run, and its customers are also ready to pay a premium for its services.
To achieve this, teams can use a CRM application to whether orders are getting fulfilled and issues are getting resolved.The more a business retains customers, the more profitable it becomes.
Merely telling them to achieve results without showing them how is not a practical way to work.Business leaders should set processes and systems for their people to follow and educate them about the expected timelines to complete their tasks.
