5 Must Have Features To Look For When Shopping For Customer Support Software

When it’s time to invest in new software of any kind, it’s difficult to know where to start. There are so many options and features to consider. What’s the most cost-effective for a particular company? Which brand have the best features for how the business operates? Looking specifically at options for customer support and live chat software, here are some of the most requested customer support software features.


Integration

Having your business data in silos makes it difficult to operate efficiently. You want customer support software that integrates with other products you use, such as Salesforce, Shopify, MailChimp, or Google Apps. Know which integrations are priorities for you before selecting a customer support software.

Customization

Your processes and operating procedures should work in the support software you choose. Which is why choosing a customizable customer support software is crucial. Ability to manage your ticket statuses, fields, priorities and workflow would be the starting point. Ability to customize notifications, roles and permission for your agents and set work hours of your support team are other important customization options.

Measurement

You can get a general sense on how well your customer support team manages their interactions with your customers. Whether you overhear conversations in the call center or record the occasional interaction, this is still a subjective measure of performance. A top requested feature for customer support and live chat software is the ability to gather useful data about your performance. When you report out on this information, you have objective data on areas of improvement.

Prioritization

Let’s face it. We’re all on information overload. When we open our email program in the morning, we’re inundated with messages. All areas of our lives need a little organization, especially when it comes to how we manage customer support. Customer support managers need to easily organize support cases the way they choose. Perhaps customers on the highest tier always receive priority support. Flagging those tickets lets agents know where to focus their attention first.

Splitting Tickets

Have you ever received an email asking you to do five unrelated tasks? That can make it tough to keep track of what you need to do. The same issue frequently happens with support tickets. A customer may submit a ticket about an error message, a feature that isn’t working, and a question about an upgrade. Those are three totally different questions and probably handled by different departments. Because of this, customer support agents want an easy method to split issues into individual tickets so they can handle one problem at a time.


HappyFox is one tool that offers all these popular customer support software features. To create the best system possible for customer support needs, HappyFox also uses feedback from customers on competitor forums to build the product users need. Schedule a Live Demo of HappyFox today.

Tina Arnoldi

Tina Arnoldi, the founder of 360 Internet Strategy, is qualified in both Google Analytics and Google AdWords, and part of the Google Partners program. She helps clients develop and manage their internet strategy. Tina is also an experienced presenter, offering instruction on topics including Google tools and social media.