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Customer Support Software Should Actually Be About the Customer

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Customer Support Software Should Actually Be About the Customer

October 23, 2014

  By Michelle Amodio, TMCnet Contributor

In customer support culture, using software solutions is a common denominator when it comes to making processes easier. Call centers and help desks need to properly forecast and schedule their call center staff, keep on top of open customer issues, all while maintaining service levels and providing the best service to their customers. While software is a pretty good tool in accomplishing these things, not all software is created equal, nor does it actually focus on the customer.

Installing customer support software can make reporting a lot easier. Without some sort of automation in place, it can be extremely time consuming to gather the information needed to make intelligent decision on staffing levels, supervisory needs and administrative goals.

TeamSupport recently discussed this very topic – that while customer support software is necessary, how effective is it if you’re just closing out one ticket while the customer has multiple tickets open with different agents? Time consuming is an understatement. That kind of solution is completely ineffective.

Customer support software isn’t just about the software bells and whistles – it really should be about the customer.

Like many things in life, the quest for perfection in customer support often seems to be never-ending.

After all, there are countless methods that can be employed, and not all of them are created equal. Phone (News - Alert) support is, of course, an important service to offer, but it only covers one small end of the spectrum. Without being streamlined or organized, it can get chaotic in minutes.

Think about some of the largest firms out there, and you're bound to notice the fact that many of them make it quite clear that they hold customer support in high regard.

Great customer support is a true virtue, and letting your audience know that you're there for them no matter what they might need will get you a lot of mileage. Customer support software will do nothing but help to improve your reputation.

Edited by Alisen Downey
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