Customer Experience told by our specialists

Maria Trovato Yafrate
Contact Center, Customer service, CX

How to choose a customer support software

The digital revolution has generated a new generation of clients that are more demanding and capable than ever. They won’t only search for the best quality and price, but also a true purchase experience.

For this reason, companies that want to remain relevant should take decisions about the way they interact with their users.

To accomplish this, it is necessary to have the right tools. One of the most convenient and necessary is the customer support software. Today we’ll talk about this convenient solution.

What is a customer support software?

It is a system that allows you to register, reply and supervise the queries and requirements from the users of an organization or a brand.

These interactions can happen in different communication channels like:

  • Social media
  • Messaging apps
  • Email
  • Phone calls
  • Chatbots

All these inbound communications can be managed from a single place because the customer support software is integrated with certain modules that speed up and automate the work of the support team.

How can it help you to generate a better experience?

Centralizing all the incoming data is vital to offer an authentic omnichannel experience. In this way, you could eliminate the information silos, the repetition of data by the client and generate a drastic decrease in the support agent’s stress.

Also, this type of software offers many advantages, some of those are:

  • Management of the waiting queues.
  • Automatic routing of users to agents.
  • Personalized dashboards.
  • Knowledge bases.
  • Self service portals.
  • Performance reports from the employees.
  • And much more…

If you’re attracted to these benefits and you’re interested to implement this solution, you must know that not all the customer support software’s are the same. Due to their modular nature, each solution has its own characteristics.

What you need to know

In the first place, there are free customer support software and also paid ones.

The first, generally, doesn’t offer the right functionalities or their integrations are limited. For this reason, we recommend the paid software, because with them you’ll get the characteristics most adapted to your needs.

However, is necessary that you take into consideration the following points before making the purchase:

  • Identify which processes are required to automate, speed up or manage from the customer support software
  • Verify which departments will be affected by the implementation of this type of software
  • Determine how many users will have access to the client management platform
  • Check out the available budget for this investment

Once you’ve clarified these points, is time to look for the available options in the market, that most adapt to the requirements and budget of your organization.

If you would like a consultation about the implementation and management of this system, we here at ESMT can help you to do this. You can ask for a free consultation HERE and we’ll gladly meet up with you.

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