Customer Service Software for online business – use the right tool

customer service software

Customer service software has become prevalent in online business companies. Customer service managers and teams are discovering the numerous benefits that can be achieved by
using such solutions to simplify their customer service processes. It is used to track, audit, and report customer requests and to resolve the problems that arise during everyday service activities.

Companies can’t deny their dependence on technologies for their day-to-day operations. When email fails, how many calls get logged within the first five minutes to the service help
desk? We all rely on software solutions to monitor and resolve system-wide issues quickly enough that service operations run smoothly. After all, each customer service is the company’s interface along with its customers, internal and/or external, and is also an integral factor in customer satisfaction.

However, customer service departments must also focus on business value, not solely technology. This value perspective leads to the transformation of the typical software system
into the solutions center with higher levels of service and efficiency while also reducing costs.

How to determine if customer service needs a transformation

The ultimate goal of a customer service center is to resolve every possible problem at first contact. That means the customer receives an answer on the first call through self-help or
proactive outbound calls from the center. If the first-call resolution is not possible, the center becomes the customer advocate to get a response from other staff. Make sure you deliver high service levels, regardless of location, so you are not sacrificing customer satisfaction for cost.

Here is a short checklist to help determine if your customer service needs a transformation:

  • Your speed-to-answer time and cost per call are too high for your organization
  • Customer service staff think of their audience as users instead of customers
  • A recent internal satisfaction study identified areas for improvement in response time, problem resolution, service hours, and/or areas of support
  • You plan to update your processes and methodologies with new industry best practices
  • You want to enhance your metrics analysis, tracking and performance management
  • You notice issues with motivation and morale on your customer service desk team.

When your service staff communicates with customers, the entire process involves different people within both organizations using a variety of communication channels. To ensure that your team provides the best service experience possible, consider the utilization of customer service software. The typical solution will allow you to track and organize collaboration with current and prospective customers. The software should also authorize your team members to store information about customers and their requests that can be accessed online by staff in different departments throughout your organization.

Make responsive customer service

A high-performing customer solutions center can improve your operational processes and the bottom line, all while serving its critical business role in customer satisfaction. The SympoQ can be fully utilized as a customer service software. It has a rapid return on investment and has been deployed in many companies globally. The essential functionalities include first-call resolution and escalation, reporting, internal and external knowledge base, and customer self-service.

Customer service in IT companies

Responsive customer service and support is vital in both IT and telecommunications companies. Customer service staff provides vital services such as reassuring potential customers during pre-sales demonstrations, managing installation and upgrade processes, and helping customers with routine maintenance.

The competence and skill employed while providing IT support and services can set organization apart from the competition. The solution should be highly scalable โ€“ implementation and configuration should be just as easy for a small organization as for departments with hundreds of support agents and customers.

The solution should be able to adjusts its features to a company that grows and changes over time. The more flexible the software, the more options support managers will have to accommodate project-specific situations that were not accounted for or expected during the implementation phase. The solution also must have the ability to match evolving needs of an IT company as volume of requests increases or decreases.

Process improvement

Here are a few tips on how to begin with process improvement:

  • Spend time each week identifying, planning, and implementing process improvement opportunities
  • Research new technologies, training approaches, and trends in running a help desk
  • Automate all of your metrics and innovate.

This will allow you to improve the quality of your services while decreasing costs.

Career development

While you are focus on performance and the quality of your services, make sure that you satisfy another critically important “customer” โ€“ your help desk analysts. They will provide the best service when they enjoy the work, and are given growth opportunities. If you staff your help desk, you need to think of yourself as a talent machine. You take entry-level people in, train them and help them to develop career growth potential, and after a few years, you help them find work in another department of your company as a result of the skills they learned on your help desk.

In summary, focus on the fundamentals. Say no to work that steals momentum from these essential areas, and create an engaging, professional support services team.