Types of customer service software
To best describe this type of software and what it offers, it is helpful to look at examples. Types of customer service software can include:
Custom relationship management (CRM): CRM software allows a business to store data related to its user base and use this data to make informed decisions. This type of software particularly helps with lead and marketing efforts, alongside helping companies keep track of service issues. Implementing CRM in a business helps to understand your user base and their habits, and then make the best strategic decisions in relation to this data.
Help desk software: Throughout your time conducting business, customers will naturally have issues and problems that they need help with. Implementing help desk software allows these issues to be dealt with in a streamlined and, often, automated way. Some help desks may include work from real people, others may have automated service agents that allow automated replies and fixes to be sent. Either way, help desk software is a great tool to help fix your users’ problems.
Messaging and chat tools: Out with the call centres, in with the chatbots. It can be very beneficial for a company to implement messaging and chat tools in its digital presence. Many users like to have their problems dealt with quickly through an accessible, digital platform, rather than waiting to be put through to a real person on the end of the phone. As with our previous example, this software type might include work from real people, or it can be set up with automated processes. Either way, it improves the lines of communication between user and service and increases user satisfaction and ease.
Workflow software: Workflow management software provides flexible tools to improve productivity and efficiency. A company’s inner workflow can be optimised to eliminate redundant tasks, automate work processes, identify potential areas for improvement, and enhance efficiency. Doing so allows a better and more effective system of service to be created for your client base, which is something that always increases satisfaction and loyalty.
Self-service portals: Many customers and users are independent in their search for solutions and self-service portals are a different approach to customer service software that allows them to be just that. The portals allow customers to access the information and solutions they need without live help from either real or automated bots. A searchable knowledge base is created which can then be searched and navigated by users to find the information they need to fix their own problems.