by Hadley Jones
Published on 4 June 2014
Great service is what keeps customers coming back to buy more from you. Automating with customer service software can be a great way to provide timely replies and track interactions with your clients. Service automation must still blend in naturally. Customer perception must be that you continue to pay them personal attention. But different customer service software solutions fit different types of companies. If you currently experience difficulty in building customer loyalty, it might be your customers' way of telling you to make a change in your customer service.
The customer service desk application you use should let you achieve the following in a cost-effective way:
Your company has its own individual profile, just like each of your customers. Whether you're moving towards a service help desk application or already using one, your choice is important - not every automated solution will suit you.
Remember also mobile connectivity to customer service software for employees working away from their desk. Both large and small businesses providing customer service on site will find this important, as will larger companies with interdepartmental support desks.
Freshdesk offers smart, scalable automation for your customer service organization that you can customize for working with your own service tickets, fields and rules. You can support your customers via phone, email, your website and social media such as Twitter and Facebook. All your interactions using these different channels can be managed via your Freshdesk interface. The application also addresses different customer interests and preferences with its integrated community forum functionality and self-service portal. Time tracking is part of the reporting features and customer satisfaction surveys let you measure how happy your customers are with your service. To keep your support staff happy and enthusiastic too, Freshdesk has also made gamification part of its customer service application.
Desk.com is the only customer service application backed by Salesforce. If you are already a Salesforce CRM user, you'll find integrating Desk.com easy. You'll also get the advantage of the robust security of the Salesforce platform. Desk.com is designed to work 'out of the box' to let you automate service workflows, support multiple brands and languages, and scale without losing touch with your customers. Using Desk.com, self-service support centers can be integrated into your company website too, while email, phone, mobile and social media access are also all offered. Desk.com offers 24 hour support to help you get the most out of its capabilities.
Besides standard customer service functionality over multiple channels (email, web, social media, phone and chat), Zendesk can provide you with set-up and customization within minutes. You can build a knowledge base, community and customer portal, all with the branding of your enterprise and website. Zendesk also helps you to engage better with your customers by gathering the right data for insights that let you offer them more personalized support and higher productivity. The software integrates with over 100 other applications to let you group together your favorite service and work solutions. You can also measure the service performance of your company against peers in your industry using the Zendesk benchmark.
Zoho is on the side of small businesses with comprehensive, yet easy-to-use functionality. Small business budgets are catered to because charges are only made according to the number of requests handled, not the number of people handling them. Customer ticket management, helpdesk automation, customer self-service, and contract and service level agreement (SLA) management are all part of the Zoho solution. The knowledge base and product catalog functionality make it easy for your staff to respond to customer requests, even if your company does not have a dedicated support team. Telephony and social media are integrated into a solution that can be customized and branded for your company.
HappyFox facilitates customer service request resolution and cooperation with partners through collaborative tools to share information. Private notes let you and external contributors manage successful outcomes without burdening the customer with unnecessary detail. Ticket threads, associated conversations and attachments can also be shared. HappyFox helpdesk features include email ticketing and notification, knowledge bases, community forums, multilingual interfaces, self-service portals and SLA management. Full trouble ticket management, issue tracking, customer complaint management and internal helpdesk capabilities are also part of the application.
With this range of top service and helpdesk applications, there's surely one that suits your company best. Click on any of the items above or take a look at the GetApp list of customer service software to see which one makes most sense for you.