Investing in the right customer support tools is essential for businesses of all sizes. They help boost team productivity, save on labor costs and take their customer experience to the next level.
A great example of this is Klaus, which helps reduce agent onboarding time and training costs by analyzing and scoring conversations for quality assurance. Another is Stonly, which creates internal, interactive knowledge bases that boost agent performance and customer satisfaction.
1. Help Desk Software
Investing in customer support tools is an essential part of running a business. Whether you’re a startup or an enterprise, there are many help desk software solutions to meet your needs. However, it’s important to choose the right one for your team.
Look for a solution that allows you to create a shared inbox to handle all the different types of messages your customers send. Also, look for a help desk software that comes with a knowledge base to make it easier for your employees and customers to find answers to their questions.
Finally, a feature that allows you to track agent performance is a great way to ensure your team stays on top of their game. You can do this by incorporating survey tools that give you direct feedback from your customers.
2. Live Chat Software
One of the best customer support tools that every company should invest in is live chat software. Having a live chat option allows businesses to communicate with their customers instantly and solve their problems in no time.
Adding a live chat to your website lets you track how your customers respond and gain valuable feedback. You can also use live chat to convert visitors into buyers. Make sure to choose a provider that offers both B2C and internal chat options. It is also important that the live chat tool integrates seamlessly with your site and other platforms.
The ideal chat app should offer features like screen-sharing and co-browsing. This lets your team resolve complex issues in no time, improving both customer experience and agent performance.
3. Knowledge Base Software
Knowledge base software is a tool that enables companies to create internal and external knowledge bases. This helps reduce the number of tickets that need to be handled by support teams and frees them up to work on more complex issues.
Most knowledge base software solutions have a freemium pricing model, with some features restricted while others are available as paid subscriptions. Examples include Document360, Nuclino, Confluence, and Tettra.
Look for a knowledge base solution with a WYSIWYG editor and other features that make it easy to create and manage content. You also want a search functionality that lets users easily find the information they are looking for. Also, look for options to collect feedback from your audience via ratings, comments, and contact forms.
4. Automation Software
A good customer service tool should have specific automation protocols that help increase productivity and save time for the team. However, don’t go overboard with the features and end up with software that is a jack of all trades and master of none.
Instead, choose a program that fits your needs and has an intuitive interface that is easy for your team to use. Remember, you wouldn’t buy any other kind of product that doesn’t achieve the goals you want to meet – and customer service tools are no different. So, take your time to look for the right one for you and your business. It will be worth it in the long run. Happy customers and increased profits await! The best way to test any new software is to start with a free trial.
5. Analytics Software
For any customer service tool to be worth investing in, it must save your team time and money and provide a clear return on investment. The best tools allow you to customize features to suit your needs and offer a free trial period.
Having an effective and efficient way for your customers to reach you should be one of your main priorities, especially in this day and age when technology is becoming so integral to our lives. While all of the tools discussed above are industry leaders and have impeccable features to offer, you should consider your business requirements before committing to any. For example, Freshdesk streamlines all communication channels in a single dashboard and is a great choice for businesses of any size.
