Who are the actual beneficiaries of Customer Support Software?

No, they are not your customers!

Every business has recognised the importance of customer service and the role of technology to streamline the support process. While the hunt for “that” perfect software goes on with different criteria, new solutions add to the confusion. There are many reasons to buy a customer support software, number of factors to be considered before making a decision that will actually lead to leverage the real benefits. The base of customer support software is to help the customers in communicating their voice to the company.

But, we have a different take on this concept. The people who are making the most of this customer support software are your EMPLOYEES! Yes, it is aptly clear that a company’s executives responsible for customer service and support are the ones for whom customer support software does wonder. You may be surprised, but this is actually true! Just like every professional or a skilled worker needs his tools to accomplish the work, similarly, customer support software is the tool using which they can justify their work profile.

A study by Deloitte showed that 62% of customer service organisations view customer experience as a competitive differentiator.

This differentiator factor is largely dependent on the performance and activeness of support teams. In turn, they need a comprehensive software solution to facilitate customer expectations. A mix of human skills with the modern software platform solves the customer mysteries like never before. Let us explore how employees are exploiting customer support software for all good reasons-

Collaboration 

One cannot simply expect a customer to send their complaints or requests via a single medium in a sophisticated manner. Dynamic customers will rely on their preferred channel of communication to send the message across. In such a situation, the support team is expected to keep juggling between their emails, calls, chat sessions, letters and social media like Facebook, Twitter, LinkedIn, etc. But, is it really possible to ensure that no query or complaint would be missed? NO! Customer support software allows the executives to view a consolidated screen with the collaboration of all queries irrespective of the medium. They are assigned to customer complaints with detailed information. Timely alerts make sure that the concerned support members attend it properly. Moreover, mobile accessibility makes it simple and convenient to work.

Interaction

Customer service is all about interacting with the people who may be frustrated over an issue or a product. They are expecting the support executives to be genius enough to solve their problems in a minute. In such a situation, if the agent asks multiple repetitive questions and is unaware of their previous calls, this may put them off and make them switch to other company. There has to be a smart solution and a quick resolution. A dedicated customer support software drastically increases the first time fix ratio of the incoming complaints. With the entire history being pre-populated on the agent’s screen, they are mentally prepared on how to deal with a particular customer. Also, based on the previous interactions, they can route it to an appropriate person or provide a quick answer as expected by the user.

Effectiveness

Companies offering products and services always try to centre their approaches around the sayings like “Customer is God”, “Customer is the King”, “Customer is always right”! So, this ultimate form of the supreme i.e. customer should be treated in a way that he keeps associating with you for the good. You need to employ people to deal with them and these employed executives should utilise the customer support software to be effective and efficient. For instance, knowledge base integrated with the customer support software enables an agent to quick search a problem and answer it back. Analytics helps to identify common issues, problems and repetitive queries. Workflow rules pave a way for automatic actions. Moreover, support employees can understand a customer, enhance their experience and improve self-performance by analysing the statistics.

Let’s take most of the money we would’ve spent on paid advertising and paid marketing and instead of spending it on that invest it in the customer experience/customer service and then let our customers do the marketing for us through word of mouth.

~ Tony Hsieh

Spending on customer support is something that can transform the working of your executives. Whether you are an operative business that has already made huge investments in developing a product or service and employing a workforce or into a small-medium business on an advancing stage- your employees will love to serve your customers and eventually your business will flourish with bespoke customer support software. It will direct future decisions of quality control and improvement for progress. You can connect to our panel of experts to know how a tailored software can help your employees bond with customers! We would love to discuss more and share tips on customer success on our Facebook, Twitter, LinkedIn and Google plus accounts.

Make your Move now!

iTouchVision is one of the world’s leading cloud-based service provider with innovation & excellence at its base. The company has made its presence in all business verticals with its technical & operational capabilities to enhance the working of private & public sector organisations. Our products, ranging from Web-based software to Mobile applications have made their mark globally to transform the way work is completed.