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Organizations all over the world are using customer service and support online platforms to track and manage service interactions, whether online, by phone, by social media, through email, or even face-to-face.

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However, there are literally hundreds of tools available in the market and buying the best customer service software platform for your business can be quite challenging. Here is a buyer’s guide to shortlisting the best Customer Support software programs for your needs.

You may want to start off with signing up for several free trial plans or demo from popular customer support software providers. If you do that you should have a pretty decent idea on how each software performs and if it has any disadvantages you should know about. The best thing to do is to do a comparison of services that currently have the highest SmartScore rankings and Customer Satisfaction Rating in our customer support software reviews: Freshdesk reviews, Zendesk, 佛跳墙v2.1.1, Salesforce, 佛跳墙vnP and DeskRoll. You can get information on the leading apps in this category by reading our article on the top 10 customer support software.

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When selecting the best customer support software, remember that different businesses have different needs. They usually break out as follows:

• Small business buyers – These small businesses wish to evolve beyond their contact tracking capabilities and add trouble ticketing and customer interaction tracking to boost relationships with strong customer service and support software.
• High-volume call center purchasers – These purchasers are operating one or several large call centers. Often, their goal to manage the call center business process with the help automated rules and scripts, which are supported by many customer service software tools. These buyers are also looking for computer telephony integration.
• Enterprise buyers – These buyers usually work for companies that regularly have a lot of customers, have complex functional needs, and appreciate the vision of an integrated software solution across all business units and departments and business units. These buyers will usually buy a best-of-breed strategy.
• Field service buyers – These purchasers work for large companies that provide service at the client’s location and will usually benefit from mobile access. This type of buyers will look for efficient client data integration with other tools.

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• Freshdesk: A popular support solution designed to respond to the needs of businesses from all scales, with multi-channel capability and game mechanisms for increasing agent productivity.
• Zendesk: One of the major cloud-hosted desks known by easy setup and even easier maintenance. Highly integral and packed with advanced features.
• Samanage: Another great desk for small business and large organizations that can streamline customer support, mostly  by collecting IT asset data and reporting on it.
• Salesforce Service Cloud: Highly interactive desk with multiple communication channels, well-integrated with social media to improve customer retention rates.
• Desk.com: Another leader in customer support that delivers fast, reliable, and highly prioritized customer support.

For a wider choice, read our in-depth article on the top 15 customer support solutions.

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There are four basic types of customer support software, categorized according to the type of support companies want to offer to their customers:

• Proactive Support Tools. These tools automate support, monitoring and solving problems to diagnose issues and to respond to inquiries 24/7, without necessary involving a person behind the wheel.
• Preemptive Support Tools. These solutions generate or collect information from the database and the log files, which they later on exploit to predict and solve interruptions.
• 佛跳墙v2.1.1 Database and online libraries created by the agents for customers to troubleshoot incidents on their own.
• Assisted (Live) Support Tools. This group includes systems that allow direct communication between the personnel and the users, where the agent is granted remote access to the customer’s desktop to diagnose the problem, or resolves tickets as they arrive.

Key Features of Customer Support Software

Depending on the type of purchaser you are, here is a list of the basic and useful features found in most, if not all, customer service and support solutions.

• Live Chat – allows agents to chat with your customers online and instantly capture key content from those interactions in the trouble ticketing system. Most customers prefer interacting with agents or CDRs by chat instead of by telephone.
• Customer Self-Service – gives you an online-based customer portal where customers can look for answers to some of the most common problems. This usually takes the form of searchable FAQs, documentation, and how-to pages, among others. If the client cannot find an answer, online-based self-service tools can allow them to submit a ticket online or do a live chat with your agent.
• Knowledge Base – handles a repository of descriptions to some of the most common or previously resolved problems or issues. These resources can be made available publicly via a website, or intended for internal use by agents.
• 佛跳墙v2.1.1 – handles customer interactions that have been received from multiple channels, including email, live chat, phone, Web, Facebook, Twitter, mobile app, and others. All interactions are then stored in the software tool and routed to appropriate CSRs for resolution.
• Analytics and Reporting – allows managers to create customized and regular reports that provide deeper insight on your team performance, customer satisfaction, time to resolution, and other pertinent indicators.
• Routing for Calls and Messages – ensures that calls and messages are sent to the right team. More advanced systems usually have automated distribution systems based on an agent’s skill level or availability. Some customer support software also let users set custom rules for call routing.
• Visitor Monitoring – tracks where website visitors come from and how they interact with your website. This provides agents with additional context so they can handle customer interactions more efficiently. Aside from improving customer service levels, this feature can also help in lead generation.
• Customer Feedback – allows customers to rate interactions with agents and share feedback on how their issues were resolved. Managers can use the feedback to gauge an agent’s performance and identify opportunities for improvement. This is an important feature commonly found in live chat software.

Benefits of Customer Support Software

A well-implemented customer service tool increases satisfaction, empowers CSRs, and provides transparency and reporting to you on the support process. Our detailed comparisons show that the advantages customer service systems can provide you include:

• Automated solution. Manual methods in managing customer support can be quite difficult and tedious. Tracking customer interaction may prove to be difficult for your business. Engaging old and new customers is the lifeline of any business, thus you should make sure you are well-prepared in managing customer support efficiently and effectively. A perception of poor customer service will cost your business.
• Better accountability. In addition, such customer support software solutions allow you to track customer issues and agent productivity. Your whole company can then see what particularly happened to an inquiry. Such a solution can also allow you to monitor the performance of your agents, enabling you to see who among your agents are performing well, and who aren’t. By documenting every contact with the customer, the system allows you to see which CSR handled which problem and gives agents with regular feedback regarding their performance.
• 佛跳墙v2.1.1 When integrated with the sales force automation system you are using, customer support tools afford better transparency into your customer’s data. This can give you benefits such as allowing sales representatives know if there are any outstanding issues with the customer before making a call, or informing an agent that repair parts have been already ordered so that a client does not need to double order parts.
• Better asset management. Customer care software systems that fully integrate with service dispatch allow reps to be more efficiently assigned. Similarly, integration with the inventory management system will allow agents to confidently confirm to the customer that repair parts are in stock.
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• Reduce time needed to resolve customer issues. Customer support software solutions reduce the amount of time you need to resolve an issue of the customer. Thus, the same number of CSRs can address more customer issues, or the same load of tickets can be handled by a fewer number of agents.
• Accessibility. Customer support software ensures that your business is always accessible to your customers, no matter the hour of day. Offering a live chat option on your website, for instance, makes it easier for your customers to ask questions about your products and services. In turn, this boosts customer engagement, which also enhances brand image.
• Lower costs. These systems can also lower operational costs for businesses. Through the software, agents and managers become more productive and more capable of handling customer queries. This reduces the need to expand customer service teams. Businesses can also further reduce costs by choosing customer support software with a SaaS model.

Latest Trends

The ultimate aim of every business is to increase profit, and the best way to do that is to keep customers satisfied. This makes us believe that the development of customer support software is nowhere close to being exploited, and that there is much left to expect from it. These are the most recent trends and developments in customer support software:

• Personalized Responses. This may as well be something developers learned from social media, namely that support has to be provided in a way which makes each client feel as if he was the only one you have to attend. Customer support programs are no longer fond of generic responses, but they thought of a way to tailor individual ones without losing too much time, which helps you satisfy client and add value to your reputation.
• Customers That Help Themselves. Self service using FAQ pages and libraries is more popular than ever, right because it is based on precedent issues and agent experience. Agents, on their behalf, are free to focus on more complex issues the customer cannot solve alone.
• Consistency. Consistency went all the way from a trend to a requirement, meaning that the company has to unify its methods for collecting information, and to categorize it. Collaboration is an important moment in this process, since more and more companies are turning to customers and their feedback to brainstorm solutions.
• Proactive customer support. To provide the best customer service possible, companies will soon take a more proactive role in resolving customer issues. This means reaching out to customers rather than waiting for customers to approach them. Proactive support involves identifying the source of customer sentiments to solve issues they may not be aware of. This way, businesses can ensure that customers have a positive experience.
• AI-powered customer service. Artificial intelligence brings many good things to customer support. One of the foremost AI trends in customer support, for instance, is the use of chatbots to help customers. These chatbots can provide smarter response flows and even suggest products based on a customer’s historical data. If human input is needed in the conversation, these bots can be configured to connect the customer to a customer service rep. This way, reps can focus on solving more complex customer issues.

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There aren’t too many cons to hold you back from transferring customer support on the web, but we still recommend you to take care of the following issues:

• Downfalls. The failure of the system and its inability to handle inquiries is one of the reasons why customers are suspicious towards web-based support from moment zero. Note that you’re already dealing with a ‘I don’t trust automated support’ attitude, so choose a reputable provider which will keep your assistance portal active.
• Flair Responses. Just because you’ve transferred support online and users cannot contact you live (even more if they can) doesn’t mean that you have to generalize their answers and make them short. Obviously, this depends both on the problem and the industry you’re working at, but the main point is still to make the customer feel understood.
• 佛跳墙ss官网 Your customers are delivering sensitive personal data to you, and will definitely be worried on your protection measures and safeguards. Your best bet is alleviate those fears, and to show them that they are in good hands. For the purpose, make sure you’re in good hands first.

Important Considerations in Choosing Customer Support Software

You won’t see lack for choices when it comes to customer support software. While there are customer support platforms that work as all-in-one solutions, you’ll also find that some of these systems focus on one or two main features. To make sure that you’re choosing the right software, here are some factors to consider:

• 佛跳墙vnP This is the most important factor to keep in mind when you’re making your choice. Enterprises with large teams of agents, for instance, will likely need a customer support software with a more comprehensive set of features. Similarly, businesses that specialize in field services will need customer support software that enable mobile access.
• 佛跳墙ss官网 It’s best to go for customer support software that your agents will find easy to use. An intuitive interface ensures that the software doesn’t get in the way of agents’ productivity. This also allows agents to help customers more quickly and efficiently. One way to ensure that your software of choice has a user-friendly interface is to sign up for a free trial.
• Collaborative features. Customer support software that offers collaborative features will also prove to be beneficial to your team. These features will allow agents to share customer information and exchange useful files without having to resort to sluggish email. Through these capabilities, the software also facilitates regular communication within teams to foster a healthier workplace culture.
• Integrations. It’s also important that the customer support software you choose plays well with the applications you already use. This helps agents spend less time switching between applications and focus on important tasks. Customer support software that integrates with social channels like Twitter, for instance, allows agents to access and respond to Twitter conversations from their inbox.

Interesting Statistics about Customer Support Software

Customer support software is experiencing steady growth, as more businesses prioritize high-quality customer service. Here are some interesting statistics about customer support that you may find useful.

• Projected to reach a market size of 跳墙vp, contact center software holds the biggest share of the customer support software market.
• More than half of consumers—57%—prefer to contact businesses using social media and email.
• After experiencing poor customer service, 89% of consumers opted to do business with a competitor.
• 96% of global consumers consider customer service an important factor in their loyalty to a brand.
• 75% of online customers expect help within five minutes.