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What is Customer Service Software?

TMCnews Featured Article

August 02, 2012

What is Customer Service Software?

By Juliana Kenny, TMCnet Managing Editor

Customer service software is the technology behind the business-to-customer interaction. It can range from recording software that monitors agents’ reactions in a call center to completely cloud-based self-service portals. Managing customer interactions can be a daunting task, especially for larger organizations. The right customer service software can make or break a company’s customer-facing strategies, so it is vital for the competitive business to implement a customer relationship management (CRM) solution that remains cost-effective.

Including elements such as help-desk portals, e-mail ticketing systems, monitoring and recording, IVR, and analytics, customer service software runs the gamut of self-service technologies that enable a business to gain greater insight into its customers’ wants and needs. Should the customer require the assistance of a live agent beyond the self-service portal, he or she can be connected to an agent who already has access to the customer’s history with the right CRM software on the back-end.

While actively cutting back on agent-to-customer interaction time, sales software and CRM solutions also provide analytics on reoccurring customer reactions so the agent can make the best decisions when assisting a customer. The customer service solution should reduce a contact center’s call-handling times and cost-per-customer interaction as well as increasing customer satisfaction and quality agent performance.

Supervisors, especially in call and contact centers, can take advantage of real-time monitoring features of customer service solutions in order to provide feedback to agents to then improve the quality of interaction with the customer.

Some businesses are considering implementing cloud-based CRM solutions, which also have their advantages in terms of cost and ease-of-use. A hosted customer service software solution can provide advanced customer engagement and effective customer experiences.

Businesses looking to maintain pristine customer relationships should research which customer service software is right for their targeted customer base and operations. Above all, listening to what the customer wants and altering business processes, products, and standards to fit that need is what will drive the competitive organization in today’s market. The right customer service software will make such decision-making possible.

Edited by Stefanie Mosca

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