Customer support software covers a broad range of topics. There are currently thousands of support and CRM software options to streamline operations. The programs cover a range of options, from a basic ticketing system to full call center support and CRM.
Which are most important for your business? We posed that question to Eugene Gordienko, CTO of client service specialist firm, SupportYourApp.
He highlighted five significant categories as essential to your business efforts. In this article, we’ll delve into these and why they’re so crucial to customer relationship management.
What is Customer Support Software?
Many people confuse customer relationship management and customer support software. They are similar but have different goals. CRM systems fall under the broad category of CSS, but their focus is on building and using your database. With CSS, the focus is on communications as a whole.
Why Customer Relationship Management is Important
Correctly managing the customer relationship maintains and improves the relationship with the client. This, in turn, improves loyalty to the brand and reduces the risk of churn. It also allows you to identify potential sales opportunities and maximize the client’s value to the company.
The Top Five Categories
Customer Relationship Management Software
CRM centers on managing and increasing your client database. The software combines information from several departments within the company, providing a central point of reference. You may use it to view the client’s last order, change account details, or manage client accounts.
It’ll usually also link into your marketing software, allowing you to search your database according to your specifications. You’re able to create highly targeted campaigns effortlessly.
Phone Support Software
Clients often view calling a contact center as the most efficient way to resolve queries. Phone support software makes managing those calls efficiently easier. Depending on the services you require, you’ll find programs that automatically set up and record calls, monitor call quality, and provide a range of metrics.
More advanced systems may also incorporate artificial intelligence and voice technology to improve answer times.
Such tools make it possible to use live chat and other types of messaging systems. Support here usually entails a mixture of chatbots and live consultant support. The bots may handle simple queries quickly and efficiently.
Such systems draw information from various sources and centralize it. Your team manages the communications from a central dashboard.
Help Desk Software
Such programs typically incorporate support for the firm’s email system through a shared mailbox. The system allows several operators to deal with communications as they come through. The program ensures that users don’t duplicate work by working on the same query simultaneously.
The system also creates tickets for queries and may also incorporate messaging systems.
It also provides a system whereby the team can capture notes and replies to the client. They may also communicate with other consultants or escalate queries using the software.
Knowledge Base Management
Your firm’s knowledge base is often the first touchpoint for clients with queries. Consultants may use the same source to find answers to their questions. Knowledge base management tools make it easy to create, check, and then publish updates.
Many incorporate extras such as:
- A search feature
- An in-built editor and collaborative tools
- SEO settings
- Multilingual content
- Full customization
- Usage metrics and other analytics
Top customer support software links into your in-built systems effortlessly. It becomes a vital tool to enable you to communicate with clients and within your organization. Maximize your results by carefully considering the different software categories and which features are most important to you.