Customer Service Email Software: The Must-Have Features

Customer Service Email Software: The Must-Have Features

Nowadays, customer service and email go hand in hand.

Email has become the standard of customer service interactions.

As a result, whichever tool you choose as your customer service email platform can have a great impact on your customer service.

Today, we’ll discuss some must-have features that your customer service email software should have to keep up with current standards.

Why good customer service is important

Before we get into the details, we need to review why it is so important to offer good customer service to your customers.

Providing good customer service to your customer can bring multiple benefits to your business. Including:

  • Adding value to your product or service
  • Increasing Customer Retention and Recurring Revenue
  • Results in Positive Review and Positive Brand Image
  • It can boost your employee’s morale and reduce turnover costs
  • It can add value to your brand, increasing your company’s valuation

The benefits of good customer service are numerous. If you want to learn more about these, read our guide on 5 Reasons Why Good Customer Service is Important.

Must-have Features for Your Customer Service Email Software

Now it’s time to get into the nitty-gritty of things. Here are some must-have features that you should look for in a customer service email platform.

CRM Integrations

A CRM, or a Customer Relationship Management platform, seeks to generate, store, organize and process your customer’s data. From their contact information to more detailed info as their shopping history, session information and more.

Integrating your email platform with your CRM allows you to better target your emails and prioritize issues.

For example, let’s say your company offers a service with a free tier and a paid tier.

Often, your team receives multiple email support requests at the same time. A CRM integration will be able to point out which emails come from paid customers and prioritize them accordingly. Therefore helping you increase the retention of paid users.

Want to learn more? Read our guide about CRMs and how they can help your business.

Live Chat Integrations

Regardless of how important email is to customer service, live chat is another communication channel that is crucial to your customer service operations.

However, that doesn’t mean both channels cannot work together. For example, you can have your live chat conversations fall back to email communications in the case of disconnects. Or take advantage of chat transcripts.

Integrating live chat into your website can also boost your website’s revenue as well.

Browser Recordings

Integrating your email platform with website recordings can drastically increase the efficiency of your customer service team.

Browser Recordings can be automatically collected and stored with your customer’s profiles. This allows your team to become more efficient when you integrate Browser Recordings and emails.

For example, you’d be able to reviews a user’s sessions on your website while also reviewing their email messages. This will allow you to better understand your users’ issues by letting you have a direct look at their screen and the issue they might be running into.

Want to learn more? Read our guide on Browser Recordings and how they can help your support operations.

Closing Thoughts

You might now be wondering what’s the best customer service email software for your business.

The truth is that... it depends. The best option for your business will depend on your own business needs.

However, all the features we discussed in this article are included in Moment, our full-fledged CRM solution for customer service. Best of all, you can use Moment for free.

Give it a spin and increase your customer service efficiency today.