Customer Support Software Featured Articles

Have you ever called the customer service center and the individual answering your call was extremely friendly and extremely disorganized? It’s endearing at first, but the longer he or she takes to resolve your issue, the harder it is to remain patient. This affects your ability to be satisfied with the interaction, a transaction that takes too much time. Customer support software can help streamline the call, driving better efficiency for all involved.

Let’s face it – efficiency is critical in any business, but it’s especially critical in the call center. Every call costs money in what has traditionally been considered a cost center. Upper management is consistently looking for lower costs per call, lower abandonment rates, higher conversions, increased first call resolutions and so much more. A lack of efficiency makes it very difficult to hit any of these targets on an ongoing basis.

Customer support software company, TeamSupport recently posted a blog on this topic, highlighting the importance of efficiency in every business. According to Business.com, dominate players in their respective industries tend to focus on efficient processes that also make things more convenient for customers. This includes a focus on a short turnaround time and processes to get what they want aren’t drawn-out or require a lot of involvement from a variety of employees.

With the right customer support software in place, companies have the tools necessary to ensure agents can communicate directly with customers so they can work faster and provide better solutions. One of the best ways to do so is to ensure that customers can communicate easily through the channels they are more likely to use.

For instance, not every customer wants to make the live call. Some younger individuals may want to post something directly to social media and they’ll expect an immediate response. A failure to do so ensures customer expectations won’t be met, causing more harm than good.

Trying to juggle a variety of channels through manual processes isn’t the answer. It’s more important that you start with just a few channels that you can easily manage. Customer support software is designed to do just that, allowing for the efficient operation of these channels to ensure proper and timely follow-up of every contact to drive customer satisfaction while also keeping customer service costs in check.

At the same time, agents need an effective way to communicate internally. It allows them to concentrate on other important tasks, communicate with the customer and still get the assistance they need. Customer support software allows them to do so, all without indicating to the customer that they’re getting any other assistance in the process. The goal is to deliver service more efficiently, keeping everyone on the same page until the transaction is complete.