What is Customer Support Software?

How can a support ticket system help improve your customer service efforts? Read on to find out.

So, what is customer support software?

Customer support is generally defined as service efforts from companies that focus on helping customers use products and services correctly. It also takes care of general post-sale follow-up, ensuring that customers are happy with their purchase.

Do so with a rapidly expanding customer base, however, requires regular maintainance of customer data on a secure platform.

How can this help you?

With a customer support tool in place to streamline your customer care, managing multiple customer interactions gets easier. This includes conversations spread across various channels like email, phone, social media, live chat, and more, all from a single interface. A customer support help desk also helps you manage your routine tasks better and save time—along with reports that help you analyze the effectiveness of your efforts.

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

Whether you're a one-person company or a multinational giant, using customer support software gives you a lot to gain.

     
  • Startups and freelancers
  • Small businesses
  • Enterprises

For startups and freelancers

Online customer support software collates all your customer tickets, be it via phone calls or emails, and helps you save you a lot of time by organizing them on a single screen. You can now focus on the things that matter without getting overwhelmed. Some functions that software would help you with are:

Organizing customer tickets

A support system arranges your tickets based on channel, priority, or agent. This reduces time spent on deciding which ticket needs immediate attention.

Staying mobile

Some customer issues require immediate attention, whether or not you're at your desk. A mobile-ready customer support software will help you stay on top of your game, no matter where you are.

Customer feedback

With the right customer support software, you can request, track and act on customer feedback end-to-end.

customer support service tickets for startups
Customer support software for staying in mobile
customer support service feedbacks

For small businesses

Automation

Manually assigning every ticket that comes in creates bottlenecks, and leaves several tickets unassigned at any given point of time. With effective automations rules, these routine tasks are taken care of by the software based on your priorities and requirements.

Keeping track

Customer support and resource management go hand-in-hand. Customer support tools help you monitor and analyze your agent's efforts, the time taken to reach a resolution, ticket traffic trends and more. Having the right data helps identify areas for improvement and increase team productivity.

Collaboration

Your support agents often depend on other teams to help customers with their issues. A customer support system comes with collaborative features that allow your agents to communicate the issues with other teams, no matter where they are. This also reduces repetition of information and miscommunication, as all interactions are streamlined to one place.

customer support software for small business
customer support system for small business tracking
customer support system for small business collaboration

For enterprises

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

Process management

The larger your company gets, the harder it is to implement and stick to your processes. However, customer support ticketing systems come up with advanced process management tools, that help you create and manage your processes on the cloud. Automating your process implementation means more discipline and without the need for supervision.

Advanced insights

Progress only comes with identifying and fixing problems that come up in your customer support process. To do so, you need the right data at the right time. Customer support system provides you the required data, represented in tables or charts—just the way you need them.

Accessibility and security

Customer information that you collect needs to be well protected to ensure strict confidentiality. A support tool ensures you are well-equipped to handle all that data with a host of access and data security features.

customer support software for enterprise insights
customer service system for enterprise security

For startups and freelancers

Online customer support software collates all your customer tickets, be it via phone calls or emails, and helps you save you a lot of time by organizing them on a single screen. You can now focus on the things that matter without getting overwhelmed. Some functions that software would help you with are:

Organizing customer tickets

A customer support system arranges your tickets based on channel, priority, or agent. This reduces time spent on deciding which ticket needs immediate attention.

Staying mobile

Some customer issues require immediate attention, whether or not you're at your desk. A mobile-ready customer support software will help you stay on top of your game, no matter where you are.

Customer feedback

With the right software, you can request, track and act on customer feedback end-to-end.

For small businesses

Automation

Manually assigning every ticket that comes in creates bottlenecks, and leaves several tickets unassigned at any given point of time. With effective automations rules, these routine tasks are taken care of by the software based on your priorities and requirements.

Keeping track

Customer support and resource management go hand-in-hand. Customer support tools help you monitor and analyze your agents' efforts, the time taken to reach a resolution, ticket traffic trends and more. Having the right data helps identify areas for improvement and increase team productivity.

Collaboration

Your support agents often depend on other teams to help customers with their issues. A ticketing tool comes with collaborative features that allow your agents to communicate the issues with other teams, no matter where they are. This also reduces repetition of information and miscommunication, as all interactions are streamlined to one place.

For enterprises

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

Process management

The larger your company gets, the harder it is to implement and stick to your processes. However, support ticketing systems come up with advanced process management tools, that help you create and manage your processes on the cloud. Automating your process implementation means more discipline and without the need for supervision.

Advanced insights:

Progress only comes with identifying and fixing problems that come up in your customer support process. To do so, you need the right data at the right time. Help desk ticketing system provides you the required data, represented in tables or charts—just the way you need them.

Accessibility and security:

Customer information that you collect needs to be well protected to ensure strict confidentiality. A support tool ensures you are well-equipped to handle all that data with a host of access and data security features.

Supplement your customer support efforts with powerful help desk software.

What does a good customer support software offer?

Ticket management system comes with an array of features. Depending on what your business needs, you can choose the ones that make your process simpler.

  • Self-service portals

    You can set up Help Centers that have a Knowledge Base—FAQs and articles that help your customers find answers without waiting for an agent. They can also communicate with each other via Communities and Forums. This helps common problems find an easy solution, while giving your agents more time to focus on the complicated issues.

  • Automating routine tasks

    Routine tasks, though simple, consume precious time and slow things down.Things like sending notifications to customers and reminders to agents are tasks that can be easily automated through a customer support system. You set up automation rules once, and they handle daily tasks continuously, as long as you need them.

  • Resource management

    With customer support software, you can ensure that every task gets assigned to the right person or team, based on each agent's domain of knowledge, your ticket traffic trend or even based on channel expertise.These actions could range from assigning tickets based on need and priority to organizing your agents into smaller teams.

  • 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 and get the feel of how these features can help you.

How does one choose the right customer support software?

While evaluating customer support 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

    A multichannel support software collects all customer tickets from various channels and brings them together in one tab. This helps agents reply to all of them from the same place, without having to juggle between multiple windows. These channels include telephone, email, social media, live chat and web forms.

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    Customer context

    Companies need to get their customer information sorted in order to gain useful insights. This is when software should step in—software that isn't just an online database of customer information. The best support software should be able to pull in sales information from your CRM, use AI to deduct the underlying sentiment, and enable your agents to respond to them properly.

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    Extensibility

    Linking your customer support software with other apps your company uses helps in the seamless transition of required data. Project management apps, CRM software, calendar apps, email marketing apps, etc., integrated with your customer support software gives you a unified view of your customer information that was scattered across all these apps.

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    Security

    The larger your customer base, the more customer data you need to protect. To maintain the safety of customer information, you need the help of a customer support software that is GDPR compliant and has enough encryption and security measures to safeguard your data.

What if you don't like the customer support software after you buy it?

There are a lot of options to choose from when it comes to customer support 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 customer support 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.