How to Pick the Right Customer Support Software?

A customer relationship Management software has become an essential part of most companies in 2019. It is a revolutionary tool that helps businesses organize, manage and track customer queries accurately. A customer service software will store relevant customer data that can provide valuable insights while converting a lead into a sale.

Maintaining high standards of customer service will positively affect the business and in fact is the best marketing strategy aimed at growing the business exponentially. Here are some important features businesses should look for while shopping for a CRM?

Managing customers efficiently: A customer service support software will store relevant customer data and make it easily accessible so that service agents can provide swift solutions to customer queries.

Social Media integration: It has become mandatory for businesses to have a social media presence in today’s market. You will need a powerful customer service CRM software that can consolidate multiple leads from multiple sources and stores them in one inbox with a priority status. Agents can start attending tickets based on priority.

Quick ticket resolution: Automate repetitive tasks so that your service team has more time to focus on high priority leads. Setting up a trigger based workflow will reduce ticket backlog and help service agents resolve issues quicker and more efficiently.

Easy access to information: A customer support software will provide instantaneous access to customer information for solving queries quickly. Pulling relevant data from a large database can become seamless and smooth through a CRM.

Organize your business, establish a workflow: A customer service CRM will sort each ticket based on custom parameters and assigns a ticket to each query raised while similar tickets can be merged into a single thread. This organized flow will make your workforce more productive and efficient.

Escalation and alerts: With the SLAs and escalation matrix, you can be rest assured that all queries are attended to and get instant notifications through alerts, reports etc. The reporting tools offer diverse parameters for better organization.

Conclusion: A helpdesk software is a powerful, yet simple tool that has been helping businesses cross the hurdle of customer support with ease. Get the Kapture advantage to your business and make every aspect of your business productive and more efficient.