Customer Support Software

What is Customer Support Software?

Customer support tools help businesses provide efficient issue resolution and troubleshooting services to their clients and internal staff. Customer support tools are often associated with information technology issues and can be both end-user focused as well as internally focused. Customer support applications offer solutions to a variety of industries and company types wishing to improve their overall level of customer service.

The electronic records management features provided by customer support apps help speed up the case resolution process by recording interactions, tickets and client information as they happen. With this data accessible from one common platform, the time agents spend resolving issues is reduced. This helps multiply the amount of issues agents can tackle, reducing the need to hire more agents as your business scales.

Customer support software helps agents to troubleshoot common problems by recording common issue resolution techniques, building rep scripts and establishing internal knowledgebases. Customer support tools help businesses provide efficient issue resolution and troubleshooting services to their clients and internal staff.

Customer support tools are often associated with information technology issues and can be both end-user focused as well as internally focused. Customer support applications offer solutions to a variety of industries and company types wishing to improve their overall level of customer service. or agents to work from. Call monitoring tools and time-tracking features can help you establish the efficiency and performance of your agents and identify areas for improvement.

Customer support applications offer multi-channel contact options such as live-chat, email, phone, instant messaging and communication through social media. Customers are also given tools to help them gain access to answers without the need to speak directly to an agent. These include knowledge bases and self-service portals with documentation such as How To’s, FAQ’s, forums, bulletin boards and video demos.

By using the trouble ticketing features of these business apps, customer support teams can track, route and report on all customer issues. They can ensure these issues are sent to the relevant people for resolution. Mobile customer support apps are a common feature of most customer support software, allowing both service providers and clients to communicate from smart phones, tablets and other mobile devices.

Key Features & Benefits

  • Offer internal and external technical support
  • Automate the issue resolution process
  • Create self-service portals for customers
  • Build workflows, scripts and knowledge bases
  • Electronically record customer information and interactions
  • Provide reports and key insights on recurring issues
  • Consolidate queries coming from multiple channels
  • Route issues to the most appropriate agents