Customer support software enables a company to create and manage customer queries through a centralized database
Companies can track incidents from the moment they are created until they are resolved online.
Each ticket created carries a specific question or complaint that can be assigned to a member of the support team or a designated department for adequate follow-up.
The benefits of customer support software are listed below:
a. Store and retrieve information in one place
All Issues and queries are stored on the single platform. There is no need to exchange emails to understand the issue under discussion, which enables employees to collaborate.
Several requests for tasks in queue can be resolved at the same time. Also agents can reopen an incident and see all relevant information at once, rather than dig through all the emails sent days ago.
b. Analyze information and data
Customer support software gives you access to statistics and key support
- Total Resolution Time: The time to resolve incidents created within the selected date range.
- Average Response Time: The average time it takes for a user to respond to a customer's incident report for a specified period of time.
- Time with the most traffic of the day: New incidents and incoming messages by date and time. This allows you to evaluate the moments with the lowest and highest traffic in terms of incidents.
- Individual execution: All responses sent by each user within the selected date range.
- Most "active" clients: A summary of the clients who created the largest number of incidents in the selected date range.
c. Improve customer satisfaction
After analyzing statistics, agents can know, what type of assistance customers most often request, agents can schedule meetings with each of them to listen to their comments or discuss how to improve your service.
Customer support software also gives you constant access to complete customer information, previous interactions, and payment and billing information, which in turn helps you to customize your service. If a customer you've already talked to has contacted you again, you'll automatically get access to the last time you asked for technical support, what the problem was, how it was resolved, and how long the customer had to wait to get a solution.
d. Save time and resources
In the age of customers, the support that you offer is the most important assets Support service is the voice of your company, as it talks to your customers every day.
This is where customer support software comes into play: you lose less time because you can centrally sort and assign incidents, which will increase your efficiency and reduce response time.
e. Improve transparency and collaboration
If your support group consists of only one person, you can manage one mailbox. But once you add another person to your team, you will need to find the best ways to communicate internally. With customer support software, you can have multiple people working on the same problem, with a shared global real-time view of the incident.
People from different departments in a company, such as sales, development, and design, can solve a problem that requires the cooperation of different team members.
You can also find out who was involved in each incident, and you will even be able to track the time spent on each problem.
Additional benefits of customer support software:
- Higher conversion rate
With full multi-channel support features, customer service teams can develop a special relationship with their customers by choosing their
preferred channel: social networks, chat, mobile, etc.
- Quality customer service
The response time and improves the problem-solving process will reduce.
- Contract Management
Contracts and service level agreements (SLAs) will be managed in real time which will ensure superior service through dynamic channeling and request queue management.
- Social Listening
The company will be able to listen, communicate and interact with customers and potential customers in any social sites like facebook, twitter etc without sacrificing the quality of service.
There are several benefits of the customer support software.
Customer support software like SuportCRM.com is a competitive advantage for any company as excellent customer satisfaction should be the ultimate goal of every company.