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In the customer service culture, using software solutions is a common denominator when it comes to making processes easier. Customer service reps need to properly maintain service levels while providing the best experience for their callers. The right software solution can help manage the aforementioned, but not everyone is on board with purchasing customer service software.

Software Advice’s customer support software infographic highlights what businesses are using, whether they’re buying or not, and what they’re looking for in a software solution.

For example, the infographic shows that more than half of respondents are still relying on manual methods to handle customer support, including spreadsheets and even note taking, whereas those that do use software are using systems that are lacking features that would otherwise be integral to customer support.

There are a lot of options out there when shopping for the right customer support software solution, and perhaps it’s a bit daunting to figure out which is the perfect fit for your organization. Still, respondents are looking for specifics, with 90 percent looking for ticketing management features. Other sought-out features include analytics and customer interaction history, although the latter two less so than ticketing.

The primary purpose of customer support software is to streamline all major areas of customer interactions. This can include managing contacts, setting appointments, monitoring a marketing campaign, handling customer service, and numerous other tasks.

Customer service software makes use of a dashboard, analytics and reporting tools to provide business owners with an all-encompassing vantage point of operations. By spotting patterns and identifying trends, this puts users more in control of customer engagement so business can run more efficiently.

Forming and maintaining relationships with customers is one of the most important aspects of any business. Without positive relationships, it’s hard to thrive in any industry and long-term success can be jeopardized. That’s why it’s so advantageous to implement a customer service software system into your operations.