Customer support software is a popular business tool that helps you manage all customer service conversations in one place. Whether customers share their concerns via email or reach out to your business over live chat, you can store, organize, and track every conversation. With the help of the best customer support software, agents can prioritize issues, automate tasks, and delight customers.
Small and mid-size businesses can use a customer support tool to manage all incoming customer issues. By automating manual tasks, they can focus on offering a personalized and delightful customer experience.
Enterprises are large corporations that need powerful help desk features to assist a wide customer base. With the right tool, they can scale their support process and monitor performance with AI-powered reports.
B2B (Business-to-business) organizations can leverage customization options to offer seamless support to their business clients. They can even track the time spent resolving tickets and bill clients accordingly.
B2C (Business-to-consumer) organizations can easily offer omni channel customer service to their audience. They can encourage self-service with a knowledge base and assist customers in real-time via chat or web forms.
Customer service representatives spend the most amount of time tracking and resolving tickets using a customer service software solution. They can see all incoming requests on their dashboard in real-time and collaborate effortlessly.
Customer service managers can use this tool to track the entire customer support process. They can see who is working on what, assign tickets to agents, and monitor their day-to-today performance.
Create and assign customer support tickets to relevant agents with a shared inbox. Customer support software equips your agents to manage and track tickets from start to finish. Create departments such as @sales, @support, @billing, etc, and automate ticket routing. Closing tickets faster is simple with our customer support solution.
Use labels to categorize customer tickets on the basis of departments or question types, and make it easier for your agents to get back to the customer instantly. You can also prioritize urgent tasks so that your agents know which tickets need to be addressed first. Add private notes to tickets and collaborate to discuss bottle-necks. Bridge the communication gap among agents with the best customer support software.
Delighted customers don’t happen by accident - they happen when you have the software you need to succeed. Our customer service and support software helps you encourage collaboration among departments and offer 360-degree support to customers.
Create insightful reports and monitor metrics such as the average response time, agent ratings, average resolution time, etc. This gives you a transparent look at your customer support process and makes it easier for you to understand where your team needs to improve. Analyze customer support reports and train your agents accordingly. Take your customer experience to the next level by monitoring metrics such as CSAT and NPS.
With the live chat integration, you can assist customers directly from your website or help center. Unlike email, where customers have to wait for hours to get a reply, you can interact with customers via live chat in real-time.
A lot of customers look for answers online when they have a query about your products or services. You can create a self-service knowledge base to empower customers to resolve their common issues on their own.
The best customer service software can help you organize tickets based on their level of urgency. You can prioritize tickets as “High”, “Low”, or “Normal” priority and make sure agents know which tickets demand their immediate attention.
Customers may have common questions about your product features, return policy, delivery timeline, etc. You can create canned responses for email and chat to respond to such common queries in the fastest way possible.
For delightful customer service, you need the right data at your fingertips. CS tools help you generate in-depth reports to gauge your agent’s daily, weekly, and monthly performance and measure the overall customer satisfaction.
Choosing the right customer support solution can be a daunting experience if you have no idea where to start. After all, multiple vendors don't miss highlighting how their product is at least three ticks better than others. If you are sailing on the same boat, here are some factors to consider.
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