What is customer service software?

Customer service software is a group of tools designed to help businesses organize, manage and record customer concerns and inquiries. Its goal is to deal with customer service requests in a streamlined manner. Customer service software helps companies to automate processes, receive customer insights and deliver around-the-clock customer support.

Main features of customer service software:

• Ticket Management
• Workflow automation
• Analytics
• Multi-Channel Support
• Customer Management
• Self Service Portal
• Integrations
• Customer Satisfaction Rating
• Knowledge Base
• Performance metrics
• Live Chat
• Alerts
• Queue Management
• Security Features
• Customer Support
• Scalability

How much does customer service software cost?

Businesses can pay anywhere from $5 to $500 per agent, per month depending on what provider you end up going with. Some providers we recommend include;

Freshworks is an all-in-one solution that automates your customer support. Freshworks offers a free trial and pricing tiers range between $0-$109 per agent per month.

ZenDesk is for smaller businesses looking for high-end support. Pricing ranges between $5-$89 per agent per month plus its software integrates with thousands of apps.

Wix Answers is a new kid on the block, launching in 2020. They offer a code-free platform which keeps things simple. Pricing ranges from $24-$80 per agent per month.

HappyFox offers a free demo and costs anywhere between $29-$49 per agent per month. They are an “Omnichannel support software that’s great for internal team collaboration”.

Hubspot is a name that most people have heard of. They provide a winning solution that has 85 integrations and charge between $45-$360 flat per month. A free version is also available.

How to choose the best customer service software?

In this day and age, there are a variety of ways that customers can make contact with companies, these include; phone, email, live chat and social media. Research has confirmed that customers expect fast responses from support teams. When customers don’t receive a prompt response, it directly affects their loyalty. Choosing the right customer service software is vital for your business and following these steps will help.

• Choose a software that has excellent automation tools and is simple to use. This will cause less headaches for your team down the track.
• Identify the specific software requirements of your team. What are their needs when it comes to customer support ticketing software?
• Take note of the software’s analytics and reporting capabilities.
• Ensure that the software facilitates effective collaboration. This keeps teams on track and productive.

Taking a little bit of extra time before choosing your customer service ticketing software is a wise move for both your business and your team. The goal is to increase performance and productivity whilst delivering impeccable customer service.

Suddenly your business will feel more streamlined than ever before and your team will keep on top of customer service requests with great ease.

Customers are central to every business and their satisfaction plays a crucial role in your overall success.