How To Create A Customer Support Software Strategy For Your Business

There are many advanced ways to improve your customer services. But the best way to improvise is to simply be just above the average. Retaining your existing customer is easier than getting new customers for your company. Once you sell your product, the way you respond to your customers matters a lot. Here are a few tips on how to create better customer support software for your company.

1. Experience your customer service software

Before you make your customer service software available for your customers, run it by yourself. Don’t hire a third party survey team to do it for you. Once you know the blunders first-hand, correct it and then make it accessible to your customers.

2. Form a company service culture

Prepare your employees on how to use your company's CRM for Customer Service. Make sure your employees are taken care of suitably because, the way you treat your employees, matters a lot. Recognize their efforts. Appreciate them now and then. This will drive your employees to work better than before.

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3. Create a steady experience for your customers

Just because you resolved your customer’s queries in the first call, it doesn’t mean you can take more time the next time they reach out to you. The first-time resolution is essential in creating a consistent experience for your customer. Make sure every time the customer reaches out to you, you help them right away.

4. Analyze when things go right

Let’s say that you’ve recently installed a Cloud Customer Support Software. Now you can store all the activities happening between your customer service representative and your customers. This will not only help you keep a track about what your customers' queries are but you can also know how long it was taken to fix the query, the representative's behaviour, and much more.

Your Customer Service Software: Service CRM

 Kapture CRM is a customer service CRM software that offers omni channel customer support and has mobile ticketing for seamless customer service management. Kapture service CRM software reduces the time taken to answer customer queries, thus improving customer experience.

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How to Pick the Right Customer Support Software?

A customer relationship Management software has become an essential part of most companies in 2019. It is a revolutionary tool that helps businesses organize, manage and track customer queries accurately. A customer service software will store relevant customer data that can provide valuable insights while converting a lead into a sale.

Maintaining high standards of customer service will positively affect the business and in fact is the best marketing strategy aimed at growing the business exponentially. Here are some important features businesses should look for while shopping for a CRM?

Managing customers efficiently: A customer service support software will store relevant customer data and make it easily accessible so that service agents can provide swift solutions to customer queries.

Social Media integration: It has become mandatory for businesses to have a social media presence in today’s market. You will need a powerful customer service CRM software that can consolidate multiple leads from multiple sources and stores them in one inbox with a priority status. Agents can start attending tickets based on priority.

Quick ticket resolution: Automate repetitive tasks so that your service team has more time to focus on high priority leads. Setting up a trigger based workflow will reduce ticket backlog and help service agents resolve issues quicker and more efficiently.

Easy access to information: A customer support software will provide instantaneous access to customer information for solving queries quickly. Pulling relevant data from a large database can become seamless and smooth through a CRM.

Organize your business, establish a workflow: A customer service CRM will sort each ticket based on custom parameters and assigns a ticket to each query raised while similar tickets can be merged into a single thread. This organized flow will make your workforce more productive and efficient.

Escalation and alerts: With the SLAs and escalation matrix, you can be rest assured that all queries are attended to and get instant notifications through alerts, reports etc. The reporting tools offer diverse parameters for better organization.

Conclusion: A help desk software is a powerful, yet simple tool that has been helping businesses cross the hurdle of customer support with ease. Get the Kapture advantage to your business and make every aspect of your business productive and more efficient. 

Your Customer Service Software: Service CRM | Kapture CRM

Kapture CRM is a customer service CRM software that offers Omni channel customer support and has mobile ticketing for seamless customer service management. Kapture service CRM software reduces the time taken to answer customer queries, thus improving customer experience. 

Read More