Key Features & Benefits
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Ben Wilson reviewed
"Using Team Support Daily/Monthly"
8th of August 22:31
Aleta Hubbell reviewed
"Perfect Tool for Training Manual"
23rd of June 15:37
Laura Blomquist reviewed
"Great service and product"
19th of June 12:51
Jeff Harold reviewed
"Jobber impacted company growth"
24th of April 13:52
Pierre Clouthier reviewed
"Zendesk makes support fun"
16th of April 16:33
Dejana Bajic reviewed
"Every Product Manager's must-have!"
14th of April 11:54
Mayukh Gon reviewed
"Clean and simple customer support system"
4th of April 02:09
What is Customer Service Software?
Customer service tools are used to manage the level of customer support provided before, during and after a purchase or service is provided to a customer. These business apps help to measure performance and identify ways in which the level of customer service can be improved. This is done by automating key processes, documenting best practices and recording customer interactions. By providing reports and overviews, users of customer service software are better equipped to put measures in place to improve their customer relations.
One of the main aims of customer service applications is to increase the speed and efficiency of issue resolution. By consolidating customer data into one easily accessible platform, reps can access complete client interaction history as well as all their personal information. Response time is reduced through call routing. Queries are routed to the right agents by automatically categorizing and separating issues into work queues for different teams.
Self-service is a another key trend among customer service applications. By providing customers with self-service portals packed with resources such as FAQ´s, guides, video tutorials, forums and other documentation, busy customers looking for a quick answer can help themselves before getting in the queue to speak to an agent. This frees up your agents for other tasks and reduces waiting time.
Multi-channel support tools offers a better experience to your customer by providing several forms of contact. These often include integrated phone, email, online support and social media platforms such as Facebook and Twitter. All queries coming from these channels are routed to the same inbox, reducing the time spent checking separate channels. Other customer service tools include feedback forms and online surveys, helping you to understand better what your customers really wants from your service.
Customer service software helps unite the whole team in improving the customer experience, not leaving it solely on the shoulders of customer reps. Through various communication tools, sales reps, marketers and other departments can collaborate and share information which they think might help to improving the service received by your customers.
Most customer service applications will provide you with key insights and analytics through reporting and time-tracking features. This equips you with the information needed to gain a deeper understanding of your customer service and help flag-up areas for improvement. It also helps to build workflows and create knowledge bases used to train new agents and ensure all existing agents are working from the same page.
Key Features & Benefits
Customer Service Features
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