8 Ways Customer Service Software Can Help You Provide Exceptional Customer Service
Customer loyalty is fast becoming the Holy Grail in business.
Loyal customers are less likely to buy from your competitors and they are more likely to share a positive customer experience though word of mouth. So, how do you create loyal customers?
A study by ClickFox found that the best way to build customer loyalty is by providing exceptional customer service.
If your customer service routine includes responding to emails through Outlook, or keeping a record of “sent emails” on post-in notes and in Excel spreadsheets, then providing exceptional service will be a challenge.
However, one way to overcome this challenge is to use customer service software.
Customer service software allows you manage, organize and respond to all customer service requests. It helps you to track all customer service requests by using one-click reports in order to understand response times, unanswered emails and urgent emails from VIP customers.
In this article, we share 8 of the most common benefits of customer service software:
1. Keep track of all customer emails and requests
Customer requests are falling through the cracks. It’s impossible to keep track and you lose count of unanswered requests. Customer software streamlines the way your company handles all customer inquiries. Each inquiry is automatically assigned a unique reference number. By assigning a unique reference number, you are able to quickly search for a request to find previous communication history and any outstanding issues.
This way, when a customer contacts your support team, you can easily find their email without having to tell them “it’s lost”.
2. You can automate, measure and report on your customer service efforts
If you rely on an “old-fashioned” spreadsheet to track customer issues and responses, what do you do when your CEO or Managing Director asks for statistics on how your customer service department is performing?
Here’s where customer service software can help you. Customer service software keeps everything in one place. All your customer issues, queries, and suggestions are organized, categorized, scheduled, and well managed. And with just one click, you can easily create an easy-to-read visual report showing the trends and performance of your team so that you can spot improvement areas and see your team’s progress.
3. Acknowledge every customer request with an automated responses
It’s not possible to solve every problem immediately, but customers don’t expect that from you. What they do expect is that you acknowledge them. For example, you can inform them that you have received the request and that you are now working on solving the issue.
With customer service software, you can set up and send an automated response for every request that has been received. One of the key findings from our Customer Service Benchmark Report was that only 10% of companies use automated responses.
An automated response can include the unique reference number, customer support opening times and a link to your FAQs or knowledge base. In fact, an automated response might even nudge the customer into solving the issue on their own!
4. You can route customer requests to the right person the first time, every time
When you receive a request that you are not quite sure how to deal with, what do you do?
You could ask the customer to contact a different department, or ask him to hold while you transfer him, but this means that he has to repeat the same information again. Sometimes even multiple times to several different people!
Customer service software helps you to route a request to the right place or person, with speed and accuracy. If you have customer service software implemented, you can configure it to allocate the requests to the team members who can solve it immediately. For example, you can create an inbox with the email address firstname.lastname@example.org and configure your software to send all e-mails to your accounting staff that include the word “account”, “billing” and “payment”.
With customer service software you can also get help by re-assigning a request to your colleagues. They’ll get a notification with a full view on a customer profile and the issues they experience. This way the customer needs to contact you only once and get the best solution without needless forwarding.
5. It saves you time and helps you to respond quickly to customers
When it comes to providing best in class customer service, speed is an obvious approach.
A benefit of customer service software is that you can upload and use pre-written email support templates to help you save time and respond quickly. So, instead of typing up your entire terms and conditions in each email, you can simply select the pre-written response from your templates and insert it into your email.
It’s a common practice for customer support agents to keep a list of pre-written templates. However, each agent has a different tone of voice. By using templates from inside customer service software, you can ensure that all responses are well-written, informative and use the same tone of voice – resulting in a fast and high quality response.
6. All customer support information kept in one place
Customers dislike being kept on hold!
In fact, a recent Accenture survey found that “being kept on hold” was a customers’ biggest frustration!
One of the reasons why a customer is kept on hold is due to the fact that the customer support agent is looking up the customers’ details – customer profile, previous communication history, and/ or complaints.
And if you don’t have access to this information, then you end up having to go back and forth on questions to the customer which results in more frustration.
Customer service software will track all your interactions with customers, so you get a detailed view of the customers’ profile whenever they call or email you. Simply enter their email address or phone number and you get complete access.
Customer service software becomes even more effective when integrated with your CRM system. In this way, you and everyone from all departments in your company can get a complete view of the customer’s profile and all the history of interactions with your company at any time including sales, marketing and service information, all in one database. This means that if one of your support agents is away on vacation; another replacement can continue handling any outstanding requests with ease, without putting the customer on hold
7. Allows you to offer 24/7 support
It might be a challenge to be available 24/7 to your customers, so instead of allocating resources around the clock, you can provide a self-service option that allows your customers help themselves.
With customer service software you can build a customer centre, where your customers can log in, view their request history, ask questions and search a knowledge base and a library of FAQ’s any time they want.
This lets your customers feel like they are receiving 24/7 customer support and they have the possibility to solve issues by themselves.
8. Helps you to prioritize customer requests
Certain customers and types of requests should have priority. Other types of requests can be addressed or solved within a certain period of time.
Whether you work at the region’s top performing company or at a local “mom and pop” store, every business can relate to having “important” customers. An important customer might be your biggest spender or, it might be the boss’s wife. Either way, these people get priority.
This can be difficult if you have to browse through your inbox, one email at a time, in order to remember why they are emailing you in the first place.
One of the biggest benefits to customer service software is that you can prioritize customer requests according to any criteria you set. For example, you can create notifications and alerts so that if an email is not answered within four hours, it will jump the queue and go directly to the next available agent.
Creating alerts is easy; simply choose the type of messages you wish to be notified on and how you wish to be notified, as shown below.
Having the right tools is essential to providing exceptional customer service.
With customer service software, you can create automated processes that help you serve your customers better, provide a fast and high quality service and have access to their entire communication history all in one place..
So, instead of manually counting the number of sent emails and calculating response times, you can focus more time on creating more loyal customers.
How can your business benefit from using a customer service software?
If you would like to learn more about how customer service software can help improve customer loyalty, try SuperOffice Service. It's free for 30 days!