Customer Service Software: How to Leverage Technology to Help Your Customers
The landscape of customer service is changing at neck-breaking speeds.
Mostly thanks to new technologies that have empowered both customers and businesses when it comes to communicating with each other.
Customers are now more likely to communicate with businesses online and they want to do it as quickly and seamlessly as possible. We’d dare to say that customer service expectations are now higher than ever before.
Combine that with the fact that good customer service can be a large revenue driver for your company and you can see the value of choosing and using the right customer service software for your business.
Customer Service Software Must-Haves
Customer service software offerings come in many different shapes and sizes. In fact, the “best” software package might vary from business to business.
However, a few things will always be true:
- Users are visiting your website and looking to contact you.
- Each contact point with a potential customer is valuable and can generate revenue.
- Clear communication with your customers is key. After all, there are no better customers than happy customers.
As a result, you will want to choose a tool that can accommodate for these situations.
Therefore, the ideal customer service software must:
- Be quick and easy to use. It should be as intuitive and responsive as possible.
- Be reliable. It must offer fall-back features to keep the communication channels with the user open.
- Allow for clear communication by offering you key customer insights and data while communicating with them.
Let’s break down some key features that can meet these requirements and help your business to better assist your users and customers.
Live Chat
Integrating a live chat on your website is crucial in providing a quick and easy-to-use communication channel for your customers.
In fact, most customers prefer to use a live chat to contact businesses over other traditional channels such as phone and email.
Here’s the harsh truth: you are leaving money on the table by not allowing your users to contact you via live chat.
After all, if you do not offer this communication channel on your site, a competitor will. Your competitor then will be faster at getting back to new potential customers and will directly take business from you.
On which side of the coin would you rather be?
Luckily, live chat is easy to implement on your site and easy to use by any customer service team.
In fact, we’ve written an in-depth guide on how to use live chat to offer customer support on your website. This includes steps to add live chat to your site, how to prepare your team and everything else you’ll need to know.
A CRM Platform
A live chat feature alone won’t do the job.
However, integrating such a feature with a full-fledged CRM Platform will super-power your customer communication efforts.
A CRM platform will allow you to store, organize and view key customer insights while you communicate with your customers.
Picture this, a customer starts a chat with your business. On your end, you are able to see the conversation, the customer’s email address, how many times they have visited your website, whether or not they have purchased something from you and their latest order.
This sort of integration allows for a faster and leaner support operation. Gone are the days of waiting for a support rep to pull-up a customer’s account information.
Such a CRM platform can then become the main communication hub between you and your customer. Let’s say your user abruptly leaves the chat conversation for any reason, your messages will now fall back to email by default, assuring that your customer communication channel is always open.
Session Recording
The integration of live chat and a CRM platform can still be taken to higher levels by providing higher-quality insights.
Once again, let’s picture another scenario. Your customer is browsing through your site and they run into an issue. They start a chat conversation with your support rep but are unable to accurately explain the issue to them.
No problem, by integrating session recordings into your CRM software, your support rep will be able to quickly pull up a recording of the user’s browsing session and see exactly what the user is seeing on their screen.
This feature is incredibly powerful and can significantly improve the quality of your customer support efforts. Imagine all the time you could save by seeing what your customers can see without asking for screenshots or remotely connecting to their device.
At the end of the day, the best way to solve any issue is by knowing more about it and session recordings offer you the highest level of insight possible.
Putting it All Together
Live chat, a CRM platform, and session recording. All fully integrated into a single software offering.
It all might sound like a lot. It might even sound overwhelming.
However, these are all features found in Moment, our fully-featured live chat and CRM platform.
The best part of it all? Moment has a free plan with access to all these features.
Get started today, and if you run into any issues, you can always reach out to us via live chat (of course!).