Customer Support Software: when do you need one?
Anyone who's started a small business knows only too well just how hard it can be, and one of the most difficult parts is determining when to implement new systems and software. It's not easy finding the perfect balance between costly purchases and overworked employees.
With any business, efficiency, productivity, and how your customers perceive you are right at the top of the list, and customer support software is directly related to how well you're perceived by your customers.
And, until such time as you're ready to add new employees, customer support software is one of the most effective ways of improving efficiency and increasing productivity. Fortunately, this software is not very costly, particularly as we have cloud-based (SaaS) software options.
Once you've implemented the right software for your business, not only will you see a quick return on your investment, but both your employees and customers will thank you.
If you are looking for a simple customer support software that will help you and your team become better organised, you should try Keeping™.
You haven't implemented a system whereby information on customer interactions are stored.
You'll know it's time to get organized and implement a customer support software when you find yourself searching through emails and file folders trying to find an important document, or trying to recall a conversation you had with a certain customer some time ago. It's important that customer information is readily available.
And you'll know it's time to implement new software when your customer service representatives spend an excessive amount of time trying to locate the resources they need when this time should be spent offering your valued customers great customer service.
You lose track of your customer's emails because they're stored on the email account of each agent.
Email is one of the greatest advances in communication and it's a brilliant tool for both personal and business use, but email can get really cluttered. Your customer communications can easily fall through the cracks if email is your main method of receiving customer's complaints, requests, and even orders. And think about the poor customer who makes contact a second time, but gets a different agent! The second agent is forced to go through the whole scenario once again simply because their history is on someone else's email. Certainly not the way to win happy customers!
With Keeping™ Native email integration will be included in your customer support software, meaning that when a customer emails you for support, it will be added to your ticket database so all agents have access to it.
Many businesses, both large and small, have lack of visibility at customer level. The business forgets to manage relationships with its customers and gets caught up in handling one-off situations. Remember that a relationship is not a one-off phone call or email: all businesses must keep a close eye on patterns and common issues in order to provide their valued customers with great customer service.
Customer service representatives who are attempting to handle your customers' requests and problems using manual or outdated systems naturally become very frustrated, and we know that frustrated and overwhelmed employees are not productive employees. Happy service agents mean happy customers, so why not provide your customer service agents with the right tools to create happy customers by providing them with easy access to customer history, automation of tickets, and self-service; thus reducing the number of simple requests that occupy so much of your agents' time. A Customer Support software will make your employees' positions so much easier.
Have you noticed negative reviews on social media, and/or do you hear whispers of dissatisfaction from your customer service personnel? Perhaps you can't work out why you're experiencing a decline in customer retention? Your customers will let you know they're unhappy, but they won't necessarily come right out and say it: it will be said by word-of-mouth, or by their lack of spending. Customers want their issues to be fixed as quickly as possible and with little or no effort on their part.
The right customer support software for your business will help your customer service staff serve your customers quickly and more efficiently, and you'll automatically know when customers are showing signs of dissatisfaction.