Quickly answering the phones or responding to emails from your customers is only one aspect of providing superior support. To truly help your customers, you have to be able to determine "why" they are calling. You need to identify ways to reduce call volume and glean other key insights that can help reduce call time, increase first call resolution and increase customer satisfaction. Customer support software can help, but did you know that other CRM tools can integrate with help desk software?
According to the pros at TeamSupport, integrating your customer support software with email means that every communication sent out can then be attached to a customer’s account. Of course, if you’re launching a big email marketing campaign, it would behoove you to leverage your existing client base as a point of contact. Ticketing software, according to TeamSupport, will allow you to use your existing contacts with automatic import instead of having to manually upload them to your listserv provider.
Businesses today have the added challenge of using social media as a point of contact. By integrating social media tools, agents will be able to know when and how customers are reaching out through social channels and have this information appended to their account.
Call center employees and customer support representatives have to communicate with a large number of people every day and these roles call for a lot of information that needs to be conveyed, which is typically repeated throughout the course of the day. To keep your business growing, it is essential to have business software applications integrated around a single business process.
Today, companies in virtually every industry are using sophisticated customer support software to fuel their growth but many are still struggling to keep up with their growth and manage costs effectively because of a hodge-podge of disconnected functional systems causing process bottlenecks and employee productivity issues.
By integrating customer support software into current tools, businesses can change how effective their processes are, taking their business to the next level of profitable growth.
Edited by Alisen Downey