Customer Service Management Software: Here's What You Need to Know Before You Get Started
Customer service management software is designed to make your company perform more efficiently. In short, the software can help you reduce costs and increase customer retention. The customer service management software can also be useful when trying to up sell existing clients. In addition, to all of these major features there are also several smaller features that make this type of software a must have for every company out there.
Among the many, lesser known, features of customer service management software is the fact that it can improve efficiency by automating the work. The employees who deal with customer service will have a lot of their time freed up when using customer service management software. This will make them available to work on other projects or capable of handling a larger number accounts.
Customers typically are involved with the software as well. All customers are able to log in to the system with a unique user ID and password in able to access info regarding the shipping of an order they placed or a support ticket they put in for. Customer service management software will allow the customers to view what is going on with their stuff in real time. The fact that this is possible will help to create customer loyalty thus ensuring that you keep the customer for life.
Most customer service management software has a knowledge base that helps customers get answers to their problems when they need them. In other words, there is information that is accessible online that will help them solve their problems quickly. An example of this knowledge base would be a frequently asked questions area or a series of tutorials on how to use certain products. Whatever the case is, the knowledge base will help the customers get help whenever they need it. Providing a thorough knowledge base that is accessible will also allow you to cut costs in the area of staffing. Instead of having to have a representative available 24-hours a day, 7-days a week, you can simply direct all inquiries to the knowledge base section. If set up correctly, the customer will be confident that they will find the answer they are looking for.
A good piece of customer service management software will also allow you to respond to any of your clients through a variety of means. Since you will have access to their info, it is possible to simply send them the information they are looking for through email or instant messenger instead of having to place a phone call. Since email and instant messenger are so much quicker than making a phone call, it will be possible to increase work flow as there will be more time available to handle customer inquiries. However, it should be noted that it is a good idea to place a phone call to a customer on occasion. This 1-on-1 interaction will allow you to get a feel for how satisfied they are with your product. In addition, it will make the customer feel as if they are important.