3 Best Customer Service Software with Buyers Guide

FocalScope

Web-based live chat & ticketing solution Provides quality customer service Use as in-house server installation on Microsoft SQL Multi-channel support SLA, dashboards & reporting 24/7

Richpanel

Instantly resolve customer issues before reaching agents with self-service portal Manages support channels Email Livechat Phone Facebook Instagram & Whatsapp from one place

Hatch

Messaging platform that connects home improvement contractors with their leads over text, email, and phone. From one collaborative workspace, sales teams to another

Customer Service Software

Customer service software is a ticketing system for documentation, tracking, and resolving customer queries. It helps to collate customer requests from multiple channels like phone, email, live chat, and social media, into a single portal so that agents can quickly and comfortably address to the queries put up, on the portal.

The software provides multiple agents to work on every ticket generated, making it quite comfortable and more accessible for various people of varied departments to integrate on meeting customer requirements. The suite also offers detailed reports and insights into customer interactions, enabling organizations to examine the quality of their customer service.

Benefits of Customer Service Software

Customer service software offers to support businesses in managing and maintaining a one-to-one relationship with clients. The solution can provide the user to realize the following advantages:

Collect customer queries across multiple channels: Customer service software integrates customer questions from numerous platforms into a single window. Whether it’s a call to the helpline, an email to the support team, or a comment on the social media page of the user, the software generates a ticket for each customer query. These tickets get automatically posted to the centralized stream, helping and assuring that no consultation remains unaddressed.

Decrease time spent on each ticket: Agents can tag members of other teams or forward tickets to the best team for the given job, directing the customer to the best resource or expert in the job. Standardized replies, nicely done or editable templates and the capability to simultaneously reply to multiple queries lessens ticket resolution time.

Increase customer satisfaction with faster issue resolve graph: The software gives users a chance to prioritize tickets. It also channelizes the ticket resolution workflow and offers service providers or agents to integrate on tickets. This lessens the resolution cycle and improves customer satisfaction levels.

Get in-depth analysis into team performance: Customer service software provides analytical capabilities, with customizable reports and dashboards, that offer insights into the performance of the customer support team. Helps check out the time the team takes to reply with a solution, checks the data agents are handling on certain days of the week, and which type of questions are generally/frequently asked. This information can offer a helping hand to the user to manage support staff/agents, decrease their response time, and enhance productivity.

Features of Customer Service Software

Knowledgebase: Build and create a centralized, organized, searchable pool of information regarding general/frequent and previously asked queries and responses.

Support ticketing: Track interactions and auto-generate tickets for customer queries and service requests.

Multichannel communication: Managing incoming and outgoing customer replies/communications on multiple channels like email, phone, live chat, and social media.

Queue management: Managing the ticket queue and monitor the service waiting time for incoming requests that are still waiting to be routed.

Live chat: Chatting with customers to resolve the queries put up by them in real-time.

Appointment management: Scheduling and managing interactions with customers.

Cost of Customer Service Software

Most products available in the market are priced on a “per user, per month” basis, and can be divided into the following three pricing tiers based on their starting price. A premium product is priced higher and includes some more features like a higher number of users, increased storage space, cross-team collaboration, and enhanced reporting and dashboards.

Considerations while Buying Customer Service Software

The solution’s usability: A poor user experience (UX) is terrible for any business. Any tool added to the system shouldn’t slow down agents and lengthen the response time. Therefore, before purchasing a solution, try it out and ensure that the UI/UX is not too complicated or messy for your agents. Many software sellers provide free trial periods for the product.

Integration with existing third-party apps: Check whether the preferred solution and/or pricing plan supports integration with other solutions that are in use before it.

Customer Service Software Trends

Chatbots to improve customer self-service: Sellers are using chatbots to help customer queries in real-time without a ticket. The technology simulates interactions like human intervention and resolves simple questions about operating hours, contact info, and status updates. It can also recommend entries in the knowledge base—like in a case when a customer doesn’t know how to reset their password, and the chatbot will sail them thru a detailed description of the process for the best remedial action. Businesses that use chatbots reported a big chunk of reduction in the call, chat, and/or email queries.

AI to enhances the efficiency of representatives/agents: Customer service software sellers are adopting artificial intelligence (AI) to offer agents to work smarter. Some AI-enhanced software automatically tags, categorize, and index tickets for easy reference, while others are using AI to determine customer distress levels and predict chat answers. AI can also report changes to existing articles based on how customers communicate their issues, making solutions more comfortable to find and understand in the future.

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