Customer support software often comes with a tagging feature – a way to tag similar support requests with keywords and group them together. But not all Support teams use this handy feature to it’s fullest potential.
Have you ever had that feeling of dread when you realize you have to contact a company's support department? You're not alone, many customers would rather have a root canal than contact a company for support, especially in the tech industry. This is because the experience is often frustrating, time-consuming, and doesn't solve the problem. It's an added but unnecessary stressor for the customer.
Customer Service, (aka Help Desk or Customer Support) software is often considered part of the bigger CRM (Customer Relationship Management) wheelhouse. That market has grown a staggering 2000 percent in the past 25 years – and is predicted to outgrow all other software categories in the near future. Software Advice, a leading software research company, just released a look back at the industry over the past 25 years.
In B2B businesses customer service is finally starting to get the recognition it deserves - as a profit center rather than a money pit.
Customer Relationship Management (CRM) software is a huge global market - over $20 billion in 2013 and forecasted to $36.5 billion by 2015. An increasingly large portion of that market is help desk software, and Software Advice recently conducted a survey of IT professionals who use help desk software to get a better understanding of the offerings available and how help desk (or customer support) software can help businesses.
Offering live chat as part of your customer service strategy can be of great benefit to your company, but how you utilize this resource depends on your target customer. By offering live chat, companies give customers the opportunity to reach out to them without having to worry about getting the hard sell. The customer is more likely to use live chat because of the ability to sign in and out when they please, without being tied to a phone hold message.
We'd like to share a real-life example of how SaaS offers more flexibility (and reliability) than installed software. And if you refer to our blog post just a few days ago comparing SaaS to on-prem software, you'll see the irony in the timing of it.
As a software company, the vast majority of our business is done remotely - phone conversations, live chats, email, and of course web conferences and online demonstrations. We had one of these demonstrations scheduled earlier this week, and when the time came to be on the call with the customer, they weren't there. We checked all the appropriate media and nothing, no phone call, no email, no idea what happened.
Of course we reached out to ask the prospective customer to reschedule, and when we did eventually hear back from them, we couldn't believe what had happened:
In this tech-savvy day and age, business owners have a lot of options for software. As someone managing your business’s budget, you must weigh your options so that whatever you select won’t end up costing you more over time. As an example, customer relationship management (CRM) software comes in a variety of sizes and shapes and is almost guaranteed to be a necessity for small businesses. You need to be able to have the flexibility in whichever software program you select to reach your customers in the way that feels most comfortable to you. Luckily, Software Advice, a leading software comparison resource, offers a great tool called the TCO calculator that can help you do some cost analysis when it comes to selecting the right software that won’t break the bank.
We've written many times about the importance, even necessity, of meeting and exceeding customer expectations when it comes to customer support. As the B2B world slowly comes around, we're seeing more and more studies that support this - like Forrester's recent report on top trends in customer service, and this article from SmartCustomerService regarding the same.
How Customer Support Software Companies should make Customer Support their Top Priority
We recently had a prospective customer tell us “their customer support is awful!” when referring to their current software provider. This was shocking, as the entire premise of our business is based on customer support, so how is that not a priority in their own company?
It would seem obvious that companies who provide
customer support software should make “great customer support” one of the pillars of their business. After all, if you don’t practice what you preach, how will your customers find you a credible partner in helping their customers?