What is customer service software?

Customer service software helps a business to streamline their communication and troubleshooting with customers into one platform. Certain tools are used and channels are established within the software to allow users to get everything they need from the business in one accessible place. Certain processes may also be automated to ensure consistent communication with users is sustained.

User-service communication makes a big difference in how users feel about a service. When users can get the answers and resolutions that they need easily and efficiently, it greatly improves their satisfaction with the service and therefore their loyalty to the business involved.

As such, customer service software is an essential tool for many modern businesses. In this blog, we are going to talk more about this subset of software, why it is so useful, and how businesses may find the right customer service software solutions to fit their needs.

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. 

Advantages of customer service software for a business

There are various advantages for a business implementing customer service software for themselves, which can include:

  • Increasing contact and improving rapport with users
  • Keeping customers loyal 
  • Decreasing the need for call centres 
  • Reduction of inefficiency and waste
  • Cost-effectiveness
  • Optimisation of business practices
  • Improved reputation
  • Staying ahead of modern digital trends
  • Increased ROI

Overall, customer service software is highly beneficial for companies and businesses in a variety of sectors. It helps to improve the relationship between you and your target users and it greatly improves the experience they have of your service. The knock-on effects of both of these aspects are as you would expect.

How to find the right software for you

Once you have been convinced of the benefits of customer service software, your next question may be about how you will go about procuring the right kind of software for your business. 

There are prepackaged, off-the-shelf formats for this type of software that you can buy and implement in your business. These will be accessible to many and may do some of the job rather well. However, your best option is to work with a software development company to ensure that you get the highest quality piece of software possible. Working with custom software is the only way to ensure that it is tailored exactly to your business and what it needs. Custom software fits you like a glove and helps you achieve your business goals in a way no pre-packaged option can.

Create the perfect software for your business with 6B

Here at 6B, we create the products that our customers want and need. We put their software needs at the top of the project’s priorities and make sure that everyone developed will have a direct and influential impact on their business.

We can design, develop, and deploy bespoke customer service software that helps to transform your business and relationship with your customers. With input, voice, and control from you throughout the entirety of the project.

If you have something in mind or you want to hear more about what we can offer businesses and how we do it,

Get in touch today
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