/ Different customer service software systems
Alexander Wijninga
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5 min
Having a good customer service function is the way to keep your customer satisfaction high. Satisfied customers keep coming back to your company and are therefore less likely to switch to a competitor. Providing outstanding customer service is often difficult, but fortunately there are aids for this. By making use of customer service software you quickly and easily optimise the quality of your customer service. This article explains what a customer contact system is exactly, highlights different customer service software systems and lines up the advantages for you!
Customer service software helps you set priorities when it comes to answering questions, it helps me add tags and with the cooperation between staff. There is a strong link between sales and customer service, because customer service is the first real point of contact with the company. When you offer poor service, the chance of returning customers falls by 70%. Make sure, therefore, that you have a clear structure in your customer service function and that your staff know exactly which conversations have to be picked up.
There are many different kinds of customer service or customer service software and which is most suitable for you depends on your company. Different kinds come with different functionality, so it is important that you read through these carefully.
You use call centre software when as a company you make a lot of use of a landline. When many customers always call at the same time it is sometimes hard to deal with them all quickly. This software helps you by playing customers a welcome message, giving them a menu of options or letting you call from the landline number with your mobile phone. That way helping customers is a bit easier and customers know where they stand.
Many consumers prefer asking questions via a live chat. This is favourable for a company too, because here you still help people personally, but you have a bit more time and room to answer. With live chat software you let all conversations come in on a single platform. That way you ensure good omnichannel customer contact and people enjoy the same experience, regardless of the channel they use. Through this customer contact system it is a good deal easier to prioritise properly which conversation should be answered first.
Chatbot software helps you set up and train a customer service chatbot flawlessly. A chatbot helps you catch the first questions from the live chat. This saves your staff a lot of time and the customer gets an answer at lightning speed. The chatbot learns more and more by means of Artificial Intelligence and when it does not know something, you easily teach it an answer.
When you use ticketing software, conversations with customers are automatically converted into tickets. These tickets then come together in an overview, which you work through in order of time. Through this ticketing system you create a clear, calm overview and you know exactly where you stand.
When you use these different kinds of customer service software, there are many advantages attached. Alongside the separate advantages that have been named per category, there are general advantages that apply to all the different forms:
Whichever software you use, it helps you with the customer contact system helps you with organising incoming conversations. You easily forward them to particular teams, which means you always have someone with expertise on the subject doing the talking. You also keep a better overview this way, because you know which conversations are waiting where.
Since you use a tool, instead of doing everything manually, you easily bundle all the data. Through these data insights you improve your service more easily. Look for example at how many conversations have come in, how long conversations last on average and which subject most questions are about. By keeping an eye on this you optimise your service as efficiently as possible.
The different customer service software systems help you save time by working more efficiently. Forget switching between different channels, and see everything in a single conversation overview. You no longer have to think about which channel you deal with first but get to see them in order of time.
Depending on which company you do business with there are options for connecting your customer contact system. This gives you a good picture of exactly who your customer is and you recognise them when he or she contacts you next time. When a customer says what his or her email address is, you add it straight away. The same applies to a home address, telephone number or name. That way you offer a hyper-personal service, without having to put much time into it.
How much a customer contact system will cost you exactly depends strongly on which system you prefer. You often find this easily on the company's website. What overlaps is the cost saving. Depending on how many tasks the software takes over, you calculate the cost saving on the basis of your staff's hourly wage. this differs considerably between the various customer service software systems. With call centre software you save time because a person ends up with the right person straight away, but you will not save entire working days. If you welcome a chatbot into your team, though, you soon save 60 service hours a month. This naturally also saves a lot of costs.
At Watermelon you do not choose one of the different customer contact systems, but combine several systems in one platform. You implement a chatbot, see all live chat conversations and put together customer service teams yourself. Work together seamlessly from a clear overview and easily assign conversations to yourself or to your colleagues. Have your conversations picked up by a chatbot and take them over straight away where your bot's knowledge still falls short. Easily clear away mismatches and make your chatbot ever smarter. That way you make optimal use of your time and effort and you can look forward to plenty of satisfied customers.
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