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Why Small Businesses Want and Need Customer Support Software

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Why Small Businesses Want and Need Customer Support Software

February 20, 2015

  By Michelle Amodio, TMCnet Contributor

Customers today demand higher quality, competitively priced products and improved service while businesses are continually tasked with striking the balance between service quality, efficiency and effectiveness, and revenue generation, cost cutting and profitability. Small businesses especially have to keep with the times to compete with larger businesses while retaining loyal, happy customers. It is why that small businesses not only need customer support software, but there’s a survey detailing why they want it.

According to customer support technology advisor Software Advice, when polling 385 small businesses on the subject of customer service software, why these businesses chose to go the customer service software route is rather interesting. Many buyers were still using manual methods, like e-mail, to manage their customers, hence needing to find something more fine tuned and organized. The majority of buyers (90 percent) were looking for ticketing solutions to manage customer problems, while 36 percent wanted reporting features for metrics.

That 90 percent highlights the most common problems for SMBs: managing complaints.

“Many said that customer inquiries were “falling through the cracks,” or that a perception of poor service had directly cost them business,” according to Software Advice’s report.

Customer service software gives reps fast access to consistent answers and enables faster problem resolution. SMBs can optimize customer service management by enabling staff to open and track service requests and reps to update customer information.

No matter what your business specializes in, it's exceptionally important for your customers to feel as if they're being taken care of. Great customer support is a true virtue, and letting your audience know that you're there for them no matter what they may need will get you a lot of mileage. Using the right software to attain this can only give you the proper fuel to go the distance. 

Edited by Maurice Nagle
Customer Support Software Homepage

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