Easy to use
Software with a shallow learning curve ensures faster agent onboarding. Essentially, software should simplify agents' work, and the agents and software should complement each other. Ease of use will vary according to your requirements (such as number of users, process complexity, and customization needs).
Adapts with every business type
Irrespective of the size and nature of your business, the best software can be molded to fit your unique business needs. Your service process reflects your business; similarly, your customer service software should reflect your service process. It should have enough customization options to suit a variety of conditions.
Flexible software runs anywhere, in any situation. Your software shouldn't hold your company back from shifting to a new platform, device, or database. It must be able to work on whatever new system you deploy, and should function on all smartphones, tablets, and PCs.
Scales as you grow
Switching platforms as your business grows is an extensive project altogether. It's important to find software that scales along with your business. Consider costs, features, and user limits for each edition to better forecast your future needs. Easily scalable software should flawlessly accommodate increases in your workforce and workload.
You often need multiple apps to run your operations. Your service solution must be able to integrate with these apps to ensure the seamless flow of data. This allows for agents to provide more personalized service. Your service provider must offer a wide selection of integration options that connect with your unique setup.
Increases agent productivity and efficiency
Collaboration and productivity capabilities can reduce agent burnout, improve internal communication, prevent agent collision, and decrease response time. Productivity tools equip agents with the right context to handle tickets efficiently, and facilitate collaboration with other teams to resolve complex issues.
Offers transparent pricing
Take time to compare options and find the solution with the greatest return on investment, based on your budget. Consider costs above the basic license fee, like add- ons and future upgrade costs. Choose vendors who are transparent from the outset. Watch out for any hidden costs (such as data migration, training, and support costs) and binding contracts.
Requires minimal training
Adopting your new platform should require minimal training, which should be free or low-cost. Establish what is required for training, and whether the basic level of training comes at an additional cost. The provider's website should have clear onboarding and advanced guides, tutorial videos, articles, FAQs, and community help forums.
Provides high-quality support
Customer service software also needs customer service. No matter how easy the software is to use, you will need support at some point. Consider the hours and channels of support offered. Basic support should be available free of cost. You can check the quality and time of responses by sending a simple email to the support team.
Keeps data secure and complies with regulations
Often overlooked, a crucial factor when considering any customer-facing software is whether it is designed to keep your customer data safe. If you deal with customers from different countries, pay attention to compliance with local regulations. Take into account everything from basic security settings and access controls to GDPR compliance features. Ensure that your business data is in safe hands. Ask about vendor's data center locations and compliance certificates.
The perfect choice for your business
While software with extensive features is good to have, keep your larger business goal in mind. Software with limited essential features but broad functionality goes a long way.
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