Best customer care software: all you need to know
Acquiring new customers is much costlier than selling to the existing ones. This is common knowledge for anyone working in the marketing industry today. However, retaining a customer is a hard work! From the quality of products and services until the entire customer experience, everything comes into play here. As you can see, nothing is as crucial as customer care. While you can go above and beyond for your customers when the number is few, as your business grows, customer care becomes difficult without a great customer care software in place. You need the best customer care software to streamline the support process and speed-up resolution time for any issues or problems your customers may face.
What is a customer care software?
Any tool that helps in streamlining the inbound and outbound communication with your existing customers, speeds-up issue resolution and generally helps you in serving your customers in a more efficient manner is a customer care software. Today, there is a number of solutions available for this category. They vary a great deal in terms of usability, features, suitability for industries or businesses of varied sizes. The objective of this article is to highlight the various features or attributes you need to consider when selecting the best customer care software for your business.
How to choose the best customer care software for your business
Not even a decade ago, the best customer service software were heavy-duty on-premise solutions that would bust the bank to implement and cost a king’s ransom to maintain. Not anymore! With the advent of cloud computing, there came a number of easy-to-implement cloud-based customer service software. While this is a wonderful development, this has made it difficult to choose the best customer care software for your business. So, here are some crucial features you should look for when choosing a new customer care software
Today’s customer communication is multichannel. Therefore, your customer service software must follow suit. In fact, one of the biggest pain points for most businesses is scattered customer communication. For example, a customer may call you regarding an issue, send you an email after a day or two to follow-up on the same and co-ordinate further using the live-chat system. How do you effectively centralize all these communications without a multichannel customer care software in place? So, if you communicate with your customers via more than one channel, put in place the best customer care software that will capture communication from all the channels, such as telephone, email, live-chat etc. and centralize everything for better management.
Bpm’online service: tailored to improve your relationships with customers
Other features to look for in a customer care software
Nothing boosts customers’ trust better than transparency. A customer portal helps you foster this. A customer portal is nothing but an online repository where customers can find answers to commonly asked questions, find solutions for simple issues as well as raise a support ticket for complex issues where they need help. One of the best customer support software – bpm’online service is a great example here. The intuitive support tool lets customers raise a support ticket, which is then automatically assigned to a particular support agent or team as per the pre-set rules. The customer can track the progress on his/her request through the portal and get notified when the issue is resolved. Moreover, you can send a feedback form to collect rating and capture feedbacks. This entire process not only strengthens trust, but also speed-up your customer service process.
Most businesses today maintain a CRM system to better manage customer data as well as foster stronger customer relationships. To succeed here, close integration with the customer service software is a must. By integrating your CRM system with the best customer care software in place, you can ensure that all your data in centralized and up to date. How does this help in customer retention? Well, it offers a 360-degree view of the entire customer lifecycle to your marketing, sales and support executives. This way, every time any of your executives is interacting with the customer, he/she has all the crucial data such as products and services purchased until date, the kind of support requested so far, the kind of feedback the customer gave after receiving the support and everything else. This intelligence makes it super-easy to profile the customer, anticipate his/her requirements and offer him/her the best support and sales consultation.
The best customer care software comes with powerful reports and analytics features. While it may not look like a crucial feature at the first glance, it is essential for the success of your business. Wondering how? A support system with powerful analytical and report generation capabilities analyses all the available data, such as number of customers in a given period of time, number of support requests per customer, the average resolve time, the nature of the support issues etc. Then, the system creates insightful and easy to digest reports that can help you in improving your product or service quality further. If you have a large support team in place, these reports can go a long way in helping you assess the performance of teams and individual team members.
Some of the best customer care software offers mobile accessibility, so that users can utilize all functionalities from anywhere and everywhere. Not all customer service software come with this feature, nor is it an absolute essential. However, this can be an amazing functionality to have in your customer support software if you have a smaller support team in place or if you work with many remote support reps.
Your customer service is as good as your customer service software. Therefore, if you are struggling to improve your retention rate by offering great customer service then opting for the best customer care software is a must. Make sure to check for the above functionalities while purchasing a customer support software and you can improve your customer experience manifold.
Improve the help desk of your business with bpm’online CRM
Bpm’online service as the best customer care software
Bpm’online service is an intelligent service management platform aimed at accelerating service delivery and customer delight. The product offers out-of-the-box processes for full-cycle service management. Bpm’online allows users to manage customer requests and automate service operations by following pre-defined processes for customer care excellence.
The product comes complete with the advanced features for full-cycle service management. The system features unified case database that allows for accumulating all cases from your customers in a single interface. Users can easily classify the cases into different categories: incidents, service requests, advisory services and claims. Contact center automation capability enables users to manage their daily tasks more effectively using a pre-configured single window interface. In addition, the system features service agreements database that allows for registering in bpm’online all types of service agreements needed to service your customers according to different service levels. These are just some of the features bpm’online service offers.
Bpm’online service product comes in two different editions: customer center and service enterprise. Customer center would be the ideal option for organizations that are looking to automate their helpdesk and contact center operations. It includes a comprehensive set of tools tailored to deliver excellent customer service and manage omnichannel communications. As for the service enterprise, it is the perfect choice for medium and large businesses struggling to automate internal and external service processes, including ITIL processes. The edition offers sophisticated tools to manage a complete service cycle. With its help, providing exceptional service and support to customers and internal users is easier than ever before!