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Customer Support Software Facilitates Employee Engagement for Business Success

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Customer Support Software Facilitates Employee Engagement for Business Success

January 27, 2015

  By Laura Stotler, TMCnet Contributing Editor

An engaged employee is generally a happy employee and at the very least, a worker who has a vested interest in the success of the organization. The rules of engagement are pretty simple in this case, encompassing workers who actually participate in how the business is run and actively contribute to its success. Actively engaging employees, therefore, is something most fast growing businesses strive for and customer support software can be a major asset for this task.

According to a recent ACHR news article, companies with engaged employees benefit from more efficient worker performance, higher rates of productivity, reduced employee turnover and increased revenues. Engaged employees are part of the nuts and bolts of the business and understand both how it is run and what they can contribute to make it more successful. This is certainly the case in the HVAC field, where technology advances and changing business practices can make or break even an established company.

“An engaged employee is going to work harder toward the company’s goals because they know and understand what those goals are,” said Travis Smith of Oregon’s Sky Heating and Air Conditioning. “An engaged employee will also know how close they are to meeting those goals, since they will stay up to date on them, and it’s easier to work toward something when you get to see the progress in real time.”

This is where customer support software comes in, keeping workers informed about what customers are looking for, what their biggest complaints are, and offering guidance on how to better service them. The more information your employees have about how to please your customers, the more engaged they can become, leading to better customer service and better business operations overall.

Very simply, effective customer service software helps employees collaborate more effectively, understand customers and resolve their issues faster and simplify day-to-day operations. Happier customers mean a stronger and better business and engaged employees are the key to this success.

“While I realize many large corporations are able to be successful without really having engaged employees, I believe, in the highly competitive business in which we operate, having fully engaged employees is absolutely necessary for success,” said Butch Welsch, owner of Welsch Heating and Cooling out of St. Louis.

Edited by Alisen Downey
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