What To Look For When Buying A Customer Support Software

What To Look For When Buying Customer Support Software For Your Business

There are several software platforms available if you are interested in customer service software implementation; from social customer support software to cloud computing, to overall customer relationship management (CRM) software, there is sure to be a system that will fit your business and your goals. If you are unfamiliar with these types of software integration, continue reading for the basics, the benefits, and the guidelines for choosing the perfect customer support software platform.

The purpose of CRM software: to streamline all major areas of customer service and customer interaction, including but not limited to general customer service inquiries, marketing campaigns, contact management, appointment scheduling, and more. CRM software provides the business with an eagle-eye point of view that allows you to monitor various patterns, trends, efficiency, and analytics of your customer service team and overall business. CRM software puts your customers at the center of attention and the controls in your hands when it comes to all customer interactions.


The benefits of Integrating a Customer Service Software Platform:

Time tracking.

It is difficult to find a balance between giving each of your customers what they need and also giving you the time to complete other necessary tasks. Deadlines are important, and resolution time is crucial to the efficiency of your customer service team (and the satisfaction of your customers). CRM software lets you input important data, such as deadlines, scheduled appointments, high-priority cases or tasks, even customer birthdays, ensuring you will not miss a single task or neglect any customer issues. Your customers will feel valued, and your to-do list will be much more manageable. The software also gives you the option to track task completion time, issue resolution time, and conversion rates.

Organization.

Your customer service reps are dealing with hundreds upon hundreds of customers, each with their own concerns. You need a strong organizational system to keep all of these customer interactions in order. CRM software will do a large portion of the organizing work for you! The software can keep all customer information stored and easily accessible (emails, telephones, birthdays, buying histories, previous inquiries, etc.). This allows your customer service team to overview all the necessary information quickly and without hassle, through general keywords.

Sales Opportunities.

By keeping track of your customers’ previous purchases, you will be more in tune with what your existing customers are interested in. If you are launching a new product that is similar to something they previously bought, have your customer service team contact them and let them know about it! Your customers will appreciate the attention to detail, and you will be giving yourself the opportunity to make more sales. Your loyal customer base is crucial to the success of your business, so give them the customer service they deserve!

Social Media Marketing.

Social media is one of the most important platforms when it comes to interacting with customers. Often times, your customers are posting to your social media accounts (Facebook, Twitter, LinkedIn, Pinterest, etc.) about their experiences, questions, concerns, or compliments. CRM software is able to integrate with these networks and allow your customer service team to keep track of all aspects of social media marketing, which will prove to be beneficial for both marketing AND sales.


Tips buying customer support software for your company:

Choosing the right software integration platform for your business doesn’t have to be difficult.

Determine your needs

Every business is different, and every software platform may not be the right fit. Chose a software integration platform that falls in line with the size of your business and budget (smaller businesses may not need an extensive program). However, keep in mind both the short- and long-term goals of your company and go with a platform that has the potential to grow with you. Increased data storage or upgrade options are things to look for when choosing a platform.

Integration with existing platforms is crucial

Look for a software integration platform that will be compatible with your current system, whether it be Microsoft Excel, Quickbooks, Outlook, or anything else. This will make the switch much easier and will cut back on the learning curve that comes with new software.

Go mobile

Just as it is important to have a mobile-friendly website for your customers, it is important to have a software integration system that is mobile-friendly for your customer support team. This way, your support team will be able to complete tasks and resolve issues from any place, any time. What better way to increase customer satisfaction than to offer 24/7 support?

Look for a strong support system

Customer service reps know better than anyone that having a strong support system is one of the most important aspects of a company. Expect the same of your CRM software! Questions and technical issues are sure to arise when implementing new software; choose a platform that has a comprehensive customer support system with flexible availability to ensure you will have any concerns taken care of as soon as possible.

Read the reviews

Whenever you buy a new product or service, always be sure to read the reviews first. Look for a good reputation, quality product, and professional service when deciding on your CRM software. Integrating customer service software is not something you want to have to do over and over – find a software provider you can trust will work for the long haul.

Building and maintaining positive relationships with your customers is one of the most important factors to the long-term success of your business. Even if you are selling the best products, no one will be buying them if you have poor customer service. Remember – your customers are the reason you are in business, so do everything you can to ensure they are taken care of. Implementing a customer service software program will give your business the opportunity to better serve the customer, through streamlined, efficient service, professional data management, and better control over all aspects of customer interactions.

Has your business implemented a customer service software platform? Share your experiences with us!

If you’re looking to bring a new solution on board, look no further than HappyFox. Get a one-on-one live demo today!

Tabitha Naylor

Tabitha Jean Naylor is the Founder of Successful Startup 101, a digital magazine that provides answers to today's most pertinent questions facing startup founders, and the Owner of TabithaNaylor.com. Her intimate knowledge of how sales and marketing go hand-in-hand has resulted in a variety of successful campaigns for start-ups through publicly traded companies, including Adobe and Microsoft. Ms. Naylor holds a dual bachelor degree in Political Science and International Business from West Virginia University, where she graduated magna cum laude.