Customer Support Software Featured Articles

Do you know what your customers want? More often than not, companies respond in the affirmative, offering market research to support their assumptions. Interestingly enough, many of these same companies end of up serving individuals other than what they identified as their target market. Is this the product or bad research or not listening to the voice of the customer? Without customer support software, it could be a little of both.

According to TeamSupport, companies often implement customer support software as a means to improve efficiency, yet the benefits expand even beyond this boundary. Yes, it’s nice to have everything in one location and guidelines for the type of information you should capture from your customer base, but have you considered the kind of insight you can enjoy from a platform designed to capture customer information?

Your customers are your best source of information. If you’re not listening to what they have to tell you and using that information to improve offerings and customer service processes, you’re losing out on key opportunities for revenue and growth. Plus, efficiency won’t be a reality for you as you’re trying to compete in a saturated market without real-time information feeding your decisions or your activities.

At the same time, you’re missing out on key collaboration benefits. Think about the individuals who are closest to your customers – your agents. If they don’t have the opportunity to capture key customer information and then share it with the larger team, there isn’t opportunity to collaborate on what’s working and what’s not. Sure, management may be paying attention to key performance indicators, but your agents have the direct line to your customers. They can tell you what works and what doesn’t and even offer insights into making changes. What better way to drive engagement and ensuring they feel like a member of the team?

We also live in an age where customers want access to self-service. We sometimes assume that this is a millennial-only preferred channel, but take a step back and examine the customer base. Individuals of all ages have smartphones, computers and work remotely. We’ve come accustomed to clicking buttons to get a live person and navigating our way through a website to make a purchase. Customer support software helps you monitor these activities so you can make improvements in the overall experience.

If you’re ready to improve outcomes and ensure your relevance for the long-term, it’s time to optimize on the tools you need for efficiency. It starts with customer support software.