Important Features And Functionality In Customer Support Software

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Customer support software can make a big difference in any business's day-to-day. With the right software tools, businesses can deliver a convenient, personalized experience for potential customers. This can mean lead to a dramatic improvement in sales.

The purpose of customer support software is ultimately to improve service online and offline, and by considering the features and flexibility of available support software options, you can achieve this goal with a remarkably small investment.

Finding Software with Professional Features

Many customer support tools have hundreds of features, but they can be broken down into a few basic categories. For instance, many customer support programs are designed to work across multiple mediums such as website chat, voice and email. When a customer visits your website, the chances of a sale will be much higher if you're able to prompt the customer to take action while giving the customer control over the means of contact.

A live prompt might ask the customer whether he or she needs help and ask the customer to start a chat or enter a phone number to speak with a representative. This is effective, because the customer won't feel pressured, and different types of customers can be addressed appropriately.

Intuitiveness is also important. Customer support software should be easy to use for your customer service reps. Features like web chat should be easy to manage, with tools like auto-responses to allow for better productivity and to prevent errors. Many chat programs offer a free trial. If you find a chat program with a free trial period, use it to determine how easy or difficult the software is for your customer service representatives.

The software will also need to look good from the customer's end. Chat dialog boxes should be seamlessly integrated into a website. If the customer is able to tell that a third party developed the chat program, chances are good that the chat box looks unprofessional.

Why Tracking Is Critical in Customer Support

Tracking is incredibly important in all areas of business, but it's particularly important in your customer service department. Customer support software should track everything from response time to customer satisfaction rates.

Well-designed software can provide flexible tracking tools which can be properly suited to businesses of any type or size. There's rarely such a thing as too much information when you're monitoring your customer service. In fact, some chat programs even look at the words that customers use in chat dialogues for an incredible insight into how your business is viewed and how it could be improved.

Look for extensive tracking capabilities. Without good tracking, a customer support software is basically a chat box. Tracking gives your business the tools that it needs to make improvements at every level, which inevitably leads to better sales and more customer retention.

Finding What You Need

No two businesses need the same features. What works well on one website might fail on another, but you can gain an advantage by choosing flexible customer support tools that can adapt to the challenges that your business faces. Ease of use, great looks, ample security features and dedicated tracking are all important. A great chat tool should make it easier to manage your customer service center and make gradual improvements to every aspect of your service.

The right chat program will offer a great return on investment almost immediately, and if you've taken the time to find a program with a versatile, flexible feature list, you can expect your ROI to improve over time.

Separating fact from fiction when it comes to online communication and technology, Bob Andrews is a self-professed geek and author who writes on a variety of topics including customer support software. Always looking for the highest quality information he usually looks for information at http://www.liveperson.com.

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