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Customer Service Software Should Grow with You

TMCnews Featured Article


July 30, 2014

Customer Service Software Should Grow with You

By Alisen Downey, TMCnet Web Editor


The right customer service software can certainly make the job of the help desk center easier, and improve the experience of the customer at the same time, but improvements shouldn’t end the moment the software is purchased. Agents need software that is going grow and evolve to enhance the service they already provide, such as TeamSupport’s customer service software.


The success of any company’s customer service relies almost entirely upon the satisfaction of the customer. Providing great service to customers is one thing, but understanding what can be done differently or better will ensure that a customer team has the longevity and insight to keep up with customer demands and maintain that great service. So how do you know what your customers are really thinking?

TeamSupport recently introduced a new feature to its customer service software offering called Agent Ratings. The tool will take the guesswork out of gauging customer satisfaction by giving them the opportunity to provide instant feedback in their own words, directly to the help desk. After a session has been completed, customers receive a notice saying that their ticket has been closed, but that if they feel the issue hasn’t been resolved, they can respond to the automated email to reopen the ticket. Additionally, the email includes a simple box with three emoticon options the customer can click to provide immediate feedback. Customers are then directed to a new screen where they can share specific comments about their service experience.

Once feedback has been sent, customer service agents can monitor how they’re doing—and supervisors can be on the lookout for training opportunities—through each agent’s ongoing Ratings report. Getting customer feedback not only gives companies a clearer picture of what they’re doing right and what can be improved, but it also offers service teams the chance to improve internally and become a stronger unit.

TeamSupport understands that, while customer satisfaction is the ultimate decider of successful customer service, the team providing the service is just as vital. That is why TeamSupport announced an update to the inventory section this week, one that will improve the agent’s experience while using the customer service software. The new release includes a new-and-improved user interface, extended fields to TeamSupport’s API, and the ability to add custom fields to fit a company’s unique circumstances, as well as the ability to assign assets to contacts as well as to companies.

To ensure that customers get the best experience possible, companies need customer service software that will grow with them to meet new demands and challenges. Teams aren’t the only ones that need to learn and grow—their software should too, and TeamSupport offers a solution that does just that. 




Edited by Alisen Downey







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