Delivering exceptional customer experience is not a choice but an important aspect of organizational growth. A report by Forbes states that,
96% of customers will leave you for bad service.
Along with a reasonable price, a superior customer experience is what customers are looking for while making a purchase decision.
And if you want to meet customer expectations, you should spend a dime on technology. By investing in robust software or tools for customer support, you can:
- Save time
- Increase efficiency and productivity
- Improve customer satisfaction
- Gain customer insights
So, what are the must-have tools for the customer support team? Let’s dive deep into it.
5 best customer support tools in 2023
Tools or software varies depending on the specific goals that you have set for your business. However, there are some common types of support software that you should consider to provide a world-class customer experience.
Ticketing system: It is a type of tool that allows you to centralize customer inquiries coming from different channels such as emails, IVR, chat, etc. You can track and manage tickets and record them in a secure location.
With this software, you can generate tickets automatically when the customer contacts the support team. It will capture all the details, such as name, contact information, details about the inquiry, etc.
You can also automate ticket distribution to the respective agents. Ticket status will be changed automatically as it progresses, which will help you stay updated on the current status.
Live chat system: It enables real-time conversations with your customers through chat on the business website or application. Live chat is a quick and efficient way to assist customers without needing a call or email.
You can use AI-enabled chatbots, which offer a wide range of features. It includes pre-written responses, transcripts, and document sharing that can help you answer commonly asked questions seamlessly.
Knowledge base: A portal can be a self-service system allowing customers to access important information quickly. You can create a knowledge base by adding 360-degree information like FAQs, blogs, step-by-step instructional guides, how-to-videos, etc.
An updated Knowledge base can reduce the workload on support reps, and customers can access information conveniently. This will reduce customer dependency, and reps can reduce lengthy phone conversations.
Social monitoring tools: As we discussed in the previous blog, providing excellent social media customer service is more important these days. Since people spend most of their time on social channels, focusing on providing support through social channels can significantly benefit your business.
You can use social media monitoring tools to understand customers’ perceptions of your brand and respond to complaints before they pile up.
Learn more about effective ways to provide social media customer service here.
Customizable dashboards: Dashboards can assist you in analyzing the quality of service by displaying essential metrics. You can customize your dashboard, visually appealingly showing violated cases, resolved cases, SLA due, response time, and agent performance. These metrics will provide in-depth customer service insights in a fast, feasible, and efficient manner.
Are you planning to take your customer support activities to the next level? Vtiger Help Desk Software is an all-in-one solution that includes all the tools mentioned above and can aid you in efficiently managing customer inquiries or requests.