It’s a popular saying that tools don’t determine the craftsman. In the same breath, it’s also true that a real craftsman takes the time and energy to procure the right tools. If you have the right tools, it will consequently employ the talents of the employer in the best possible way.
Coming to the point, this stands true for customer service tools too…
In short, you will have a significantly better grasp of your customer service management. In the end, the right customer service tools will give a better ability to manage your customer service and gain better recognizability for your business offerings.
Well, let me explain.
Customer service activity was previously a simple and straightforward process. You were just required to attend calls and make suitable responses to customer queries. But in the recent years, the customer service has transformed into an ‘issue resolution center.’ This in-turn puts the customer service management into an application to drive more sales and customer satisfaction.
For the advanced role, you need top-notch tools that can make a real difference. You also significantly optimize the work process and allow your customer service reps to focus on more important roles and actions. In short, you will get your better operations at the better prices and better package.
In this blog, we’ll discuss about the five important customer service tools that will help you better manage your business.
1. Ticketing system to prevent pile-up of issues
A working customer service team should be able to manage all the incoming queries without the dreadful pile-up of issues. If you are allowing the issues to get piled-up, it’s only the matter of time before the customers get frustrated and goes onto to become quite vocal about their lack of satisfaction. If you are going with the traditional system of one issue at a time, it’s inevitable that your total number of issues gets accumulates into higher numbers. After this, best of luck with trying to manage issues on a timely basis.
In this situation, the ticketing system is a great customer service tool.
With a ticketing system, you can simulate a streamlined flow of issues onto a single dashboard. This allows an easy system of distribution of issues between the different agents, who will then distribute the issues to different customers. At the end, you can have a total streamlined pipeline to distribute issues between the right agents.
Today’s its impractical to handle customer issues one after the in a continuing fashion; ie to attend one issue after the other has been closed and sent-off.
2. Customer call recordings
Studies have shown that phone calls remain the preferred channel to facilitate valuable customer interactions even when combined with other options such as website chat, email and other social channels. This requires the capacity to handle large volume of customer calls. A cloud telephony system provides a single inbound number that handles multiple inbound customer calls on a single number. Simultaneously, you should also work on reducing the time spent on each customer call.
Customer service software lets you handle all your calls on a single dashboard. You can measure the received call duration and record particular calls for later evaluation. Simultaneously, the customer calls can be segmented and evaluated to get information for product insights and possible pain points that your customer is required to go through in your business.