What is Customer Service Software?

How can software help improve your customer service efforts? Read on to find out.

So, what is customer service software?

Customer service is the function in any company that addresses customers' questions or complaints. It also takes care of general post-sale follow-up, and seeks to maintain the customer's happiness with the company's offering.

When done in scale, this function usually requires some sort of database, a platform to maintain all customer data and interactions.

How can this help you?

With software to assist your customer service efforts, all your customer questions land in the same place. This means you can manage your email, phone calls, social media, and more from one app. You can manage routine tasks easily and save time. What's more, you also get to see how all these efforts add up, by way of analytics.

The biggest benefit yet is probably that you have all of your past interactions with customers, and the insights they brought, available on one single interface.

What size does a business have to be before they need a customer service software?

Well, whether you're a freelancer, small businesses or a full-fledged enterprise, you stand to gain a lot from using customer service software.

     
  • Startups and freelancers
  • Small businesses
  • Enterprises

For startups and freelancers

Customer service management software can help you get your basics sorted and save you a ton of time by streamlining customer calls and emails. It lets you focus on your business without getting overwhelmed. Some functions that software would help you with are:

Organize customer tickets

See your tickets arranged by the factors that matter to you, like channel, priority, or agent. Find exactly what you're looking for so you can get right to work.

Stay mobile

Urgent customer tickets can come in any time, even when you're still out and about taking care of other aspects of your business. A mobile-ready customer service software will help you stay on top of your game, wherever you are.

Get customer feedback

Your business thrives on feedback. Software helps you request, track, and follow-up on customer feedback without losing track.

Zoho Desk
Zoho Desk
Zoho Desk

For small businesses

Automate routine tasks

It could be a daily overhead to sort through the day's pile of tickets and assign them manually based on your priorities and requirements. Good customer service software can help save time on these routine tasks by letting you turn those priorities and requirements into automation rules.

Keep track of your team's productivity

Resource management is vital to optimizing your customer service efforts. Software can help you keep track of how your agents' time is being used, trends in ticket traffic, and other such important metrics. All of this will go a long way toward improving your team's productivity.

Collaborate without confusion

With teams these days being spread far and wide, software can bridge the gap that physical distance creates. Moreover, this gives agents a platform to reach out for assistance from other members of their teams, and grow collectively.

Zoho Desk
Zoho Desk
Zoho Desk

For enterprises

Customer service tracking software can boost the progress of enterprises in the following aspects:

Automate your process management

With a large workforce to handle, striking a balance between autonomy and micro-managing can often be overwhelming. Customer service software can help set up processes, which can run automatically without the need for supervision. This frees up more time for management to focus on bigger goals.

Get advanced insights

Metrics are your single source of information and inspiration to push your team towards continuous improvement. Software not only crunches all these numbers for you, but also gives you the flexibility to see the information the way you want, and extract the insights you need.

Improve accessibility and security

The fact is, it's impossible to keep an eye on every piece of customer information that your team deals with, especially given the size and layers of confidentiality. Customer service help desk software is usually equipped to handle this problem with a host of access and data security features. These will ensure that you're not slowed down by the legalities that come with dealing in data.

Zoho Desk
Zoho Desk

For startups and freelancers

Customer service management software can help you get your basics sorted and save you a ton of time by streamlining customer calls and emails. It lets you focus on your business without getting overwhelmed. Some functions that software would help you with are:

Organizing customer tickets

See your tickets arranged by the factors that matter to you, like channel, priority, or agent. Find exactly what you're looking for so you can get right to work.

Staying mobile

Urgent customer tickets can come in any time, even when you're still out and about taking care of other aspects of your business. A mobile-ready customer service software will help you stay on top of your game, wherever you are.

Customer feedback

Your business thrives on feedback. Software helps you request, track, and follow-up on customer feedback without losing track.

For small businesses

Automation

It could be a daily overhead to sort through the day's pile of tickets and assign them manually based on your priorities and requirements. Good customer service software can help save time on these routine tasks by letting you turn those priorities and requirements into automation rules.

Keeping track

Resource management is vital to optimizing your customer service efforts. Software can help you keep track of how your agents' time is being used, trends in ticket traffic, and other such important metrics. All of this will go a long way toward improving your team's productivity.

Collaboration

With teams these days being spread far and wide, software can bridge the gap that physical distance creates. Moreover, this gives agents a platform to reach out for assistance from other members of their teams, and grow collectively.

For enterprises

Customer service tracking software can boost the progress of enterprises in the following aspects:

Process management

With a large workforce to handle, striking a balance between autonomy and micro-managing can often be overwhelming. Customer service software can help set up processes, which can run automatically without the need for supervision. This frees up more time for management to focus on bigger goals.

Advanced insights:

Metrics are your single source of information and inspiration to push your team towards continuous improvement. Software not only crunches all these numbers for you, but also gives you the flexibility to see the information the way you want, and extract the insights you need.

Accessibility and security:

The fact is, it's impossible to keep an eye on every piece of customer information that your team deals with, especially given the size and layers of confidentiality. Customer service help desk software is usually equipped to handle this problem with a host of access and data security features. These will ensure that you're not slowed down by the legalities that come with dealing in data.

Supplement your customer service efforts with powerful help desk software.

What does a good customer service software offer?

Depending on what your business needs, you should be able to use a customer service software for:

  • Customer self-service

    The first step you can take to ensure that customers find answers to their questions easily, is to give them a go-to FAQ page. Good customer service software allows you to configure, host, and maintain one, so your customers don't have to reach your team for trivial or often-repeated issues.

  • Automating routine

    The first hurdle in customer service is managing time. Routine tasks can slow things down. Things like sending out notifications to customers and reminders to agents can eat up time that can otherwise be spent focusing on customer relationships. Software can help you automate these routine tasks. You set up automation rules once, and they handle daily tasks continuously, as long as you need them.

  • Resource management

    Whether your team is big or small, managing every agent's time and expertise is crucial. With customer service software, you can set up actions based on factors like each agent's domain of knowledge, the volume of tickets from customers, and the overall makeup of your customer service team. These actions could range from assigning tickets based on need and priority to organizing your agents into smaller teams.

  • Team collaboration

    This one's a game-changer, and a surefire reason to get a good customer service software. In this age of telecommuting and teams working together across different regions, software can bridge the gap that distance and time create. With a quality customer service app, your team can collaborate in all manner of ways without having to hold physical meetings or calls.

  • Insights and analytics

    With all these efforts across agents, channels, and timezones, you certainly need strong data-crunching to see if you're heading the right way. Software bears this load and delivers a host of interpretations of all your key metrics.

  • Mobility

    Your team needs to be able to stay on top of tickets wherever they are, and software that's mobile-ready is the best solution. This also nurtures your team by bringing a sense of flexibility to the way they work.

Set up your help desk and see how these features can help you.

How does one choose the right customer service software?

While evaluating customer service software, looking beyond the basics will go a long way in ensuring that you don't outgrow the functionality it provides. Aside from the capabilities mentioned above, it's prudent to look for the following:

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    Multichannel presence

    We live in a world where information flows quickly. Social media is everyday practice, and nobody has the patience to wait around for callbacks. It's only wise for companies to open multiple channels of communication to their customers, and they need to ensure that the software they use supports this too. Look for software that supports email, phone (call center software), live chat, social media, and a help center for customer self-service.

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    Customer context

    With brand perception and customer loyalty as the bedrock of customer service, companies need to have their information and insights sorted to the deepest possible level. Software needs to go beyond being a mere online database of customer details, and provide agents with actionable information that will help them keep every response accurate, fast, and meaningful. For example, a good customer support application pulls in sales information through a CRM, and an ideal one uses Artificial Intelligence to delve into sentiment analysis.

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    Extensibility

    Linking your customer support software with other software your company uses completes the puzzle of customer happiness. Project management apps, CRM software, calendar apps, email marketing apps provide essential context for your customers' concerns. Your customer service software should lend itself to integration with other software, in order to extend its capabilities and provide you with the context you need.

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    Security

    At the core of your customer service efforts lies crucial information about your customers. This is often information that can be used to identify them, like an email address, postal address, or phone number, and you need to take the best measures possible to protect their data. Your customer service software needs to have ironclad encryption, and be associated with highly secure data centers. With the introduction of the GDPR, you need to be more careful with customer data and how you store, use and erase it.

What if you don't like the help desk tool after you buy it?

There are a lot of options to choose from when it comes to customer service software, and almost all of them come with a free trial period or an open source version, including Zoho Desk, one of the industry's leading help desk software solutions. You can evaluate and compare Zoho Desk with its contemporaries, take a look at pricing plans, and arrive at a decision yourself without spending anything. It definitely is worth the effort.

Begin your research by registering for a webinar.