Customer Support Software
What is customer support software?
Customer support software is a system that manages and automates the resolution of customer queries within the stipulated SLA. These days the reliability of a company is determined not only by the quality of products or services, but also the quality of customer support they render. Customer support has came a long way from traditional systems to the latest software tools that automates the whole process of receiving queries to fulfilling them. Many surveys report that customer support is an integral part in the business progress. Hence companies are using multichannels for communicating with the customer to resolve the queries. There are many software providers who specialize in the customer support. Below are some of the best customer support softwares:
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- Easy to setup.
- Real-time intuitive dashboard.
- Chatbots for automated messages.
- Segmentation of queries.
- In-app campaigns.
- Customer Satisfaction Score.In-app Support.
- Private notes.
- Push Notifications.
- Message Channels.
- Users feel a bit expensive.
- Easy to setup.
- Customer Support.
- User friendly interface.
- Real-time monitoring.
- Offline messages.
- Automatic routing.
- Unlimited live chats.
- Customer support.
- Some functionalities missing when compared to its peers.
- Easy and simple interface.
- Ticketing software integration.
- Customization.
- Ip phone line configuration.
- Multichannel integration.
- Live Chat.
- Social Media integration.
- Performance tracking.
- Whatsapp integration.
- Need to improve google maps integration.
- Users report outdated interface.
- Easy to setup.
- Realtime visitor monitoring.
- Monitor users’ visit history.
- Ability to see geographic location of visitor.
- Enable customers queue and begin chats with specific clients.
- Talk with unlimited customers in real time at the same time.
- Google Analytics and CRM integration.
- Users report of high pricing.
- Reports of slowness in some browsers like UC browser and Edge.
How customer support software works?
Modern customer support software work as below:
- Customers submit their concerns via phone, email, or chat.
- A ticket is created on the reported issue or concern and assigned to the agent and tracked for progress.
- Learning resources that consolidates all inquiries /resolutions that can be used by the customer for self resolution.
- An analytics/reporting system that compiles info and analyzes trends.
Types of customer support points of contact
The usual customer support software entails the following points of contact:
Live phone support: When a customer calls the company hotline about a concern. An automated system acknowledges the problem and assigns a service representative to help resolve the issue.
Interactive voice response: Similar to the live phone support, the system directs a caller to an AI-based system that recognizes phrases and directs the caller to press the corresponding buttons.
Email: Customer sends his concerns via email and customer support replies through the same. Common queries may be addressed immediately through a knowledge base response, while more complex issues may either be resolved through further emails or escalated to higher levels for resolution.
Chat: This is one of the latest trends in customer support, chat support lets users engage in chatting with an AI bot, which recognizes queries from keywords and replies accordingly.
