Customer Service & Support Articles

Customer Service Software – Are Clients Telling You to Switch?

by Hadley Jones
Published on 4 June 2014

Moog_customer_service_511_383Great 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.

How to Use Customer Service Software

The customer service desk application you use should let you achieve the following in a cost-effective way:

  • Each and every support request handled by the appropriate person
  • The right level of information (customer details, support history) recorded with each request
  • Continual improvement in your customer service (metrics, statistics)
  • No extra work required by your customers ('Don't make me think!')
  • All of the above in a way that keeps your customer service personal and welcoming

What Kind of Customer Service Software do YOU need?

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.

Small, growing business.

  • Managing customer support requests and tickets by email has become, well… unmanageable.
  • Complex service help desk systems may be taking too long to train your employees.
  • You want customer service software that is easy to use, while providing room to expand.

Call center operation.

  • Your employees are service specialists, but automated scripts and rules are also relevant.
  • Your call center is a means to build customer loyalty and identify revenue opportunities.
  • CRM ( customer relationship management) and CTI (computer telephony integration) are important.

Corporate help desk.

  • You provide assistance and problem resolution to other departments within your organization.
  • Service requests may be complex and cut across internal boundaries.
  • You want a service knowledge base that connects with other applications across the enterprise.

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.

Top Customer Service Software Solutions

Freshdesk

1511f0f59e3f239a8ef707b1db3a42e3_400x400Freshdesk 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

tpYpoxJx_400x400Desk.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.

Zendesk

98t8yorF_400x400Besides 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 Support

ILQOFcfh_400x400Zoho 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

6831d845f1b74a48d278e6306d215c8e_400x400HappyFox 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.


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