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Do you define quality customer service by the way your employees answer the phone? This is a great place to start, but it doesn’t begin to cover the areas that need to be examined when it comes to customer interactions. Even if you also pay attention to the way face-to-face conversations are conducted or creating the personalized experience – you may still be missing the mark for some customers.

The reality is that not all customers want to interact with your brand in the same way. Customer service software can go a long way in helping you understand what your customers want and delivering it effectively. The key is to listen to the voice of the customer and incorporate their wants and needs into the way you approach every interaction.

Customer service software company TeamSupport recently published a blog on this topic, pointing to the fact that you can still provide customers with exactly what they want when you use the tools you have at the ready – such as your collaborative customer support software. Let’s take a look at their suggestions so you can evaluate whether or not it makes sense for your environment.

Multi-Channel Support – this is one is really a given in today’s market. Customers like to choose how they interact with your brand and expect that there will be multiple options. If the only channel you manage right now is the phone, you’re missing key opportunities for interaction that can improve the customer experience, drive loyalty and increase revenues. Consider adding things like email, social media, live chat, FAQs, white papers, webinars and more.

Self-Service – customers like it when they can get help on their own, but don’t make it their only option. Self-service is important to offer, but make sure you have qualified individuals at the ready to answer questions or offer assistance when needed.

Make it Personal – customer service software allows you to tie the individual traits of that particular customer to the interaction. This demonstrates that you pay attention, understand their needs and want to make them happy. This is really what your customers want and you have to make the experience stand out against the competition.

Use Knowledge – the knowledgebase is an inherent element within your customer service software – use it to its fullest capability. You can track support channels so you know where to invest; make it easier for customers to get to what they want; and automated answers can help save agents’ time for the more complex calls.

If you’re ready to create that unique and quality experience for your customers, take the time to understand their needs and put your customer service software to use. Your bottom line will thank you.