Factors to Consider when Choosing Customer Support Software

We all know how important customer service is. 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service in a 2011 American Express Survey.

Customer support software can help you streamline your business processes and improve its customer service operations. This makes serving your customers more efficient while also helping your business capture valuable information that can reveal opportunities for improvement. But with all the options out there, how do you select the right solution for you?

The right customer service software depends on your company’s unique needs and goals. Here are a few key things to consider when choosing customer service software:

Goals and Strategy

What are your company’s specific goals for improvement in customer service? What processes does the software need to address? Are there any industry-specific concerns you would like accommodated? Do you want to be able to assist customers through various channels, such as email, live chat, phone, and mobile devices? If so you want to select a customer service software that accommodates this. And if not, you may need a simpler single channel support system.

Ease of Use

Customer service software should make your job easier, not harder. You want something simple and effective that will help you do your job. Good customer service software should provide a streamlined workflow that is easy to follow and will help you avoid mistakes. Look for a solution that is user friendly without a huge learning curve. This will lead to easier training and implementation with less disruption in the services your business provides.

Scalability

Take into consideration future growth and how the software you select will help or hinder that. A good customer service software should not only accommodate growth but should help you achieve it and make it easier to scale up. New customer service software options are often scalable, especially with the emergence of cloud platforms. If scalability is important to you, make sure you can add or remove users easily and that flexible pricing is available to accommodate this.

Flexibility

Do you want users to be able to access this software from anywhere? A cloud-based customer service option will allow users to work from home, access data on their mobile devices, and take care of business while traveling or at a conference. If you want your team to be able to work from anywhere make sure your customer service software accommodates that. Flexibility in pricing can also be an important factor and is often available depending on company size, the number of users, and desired features.

Cost of customer support software

Certainly cost is an important consideration for any business. It’s important to compare the costs and benefits of different customer service software options to see what will work for you in the long run. Good customer service is critical to business success, so investing in a solution that will fit your needs is crucial. If the best solution costs a little more, consider how much more it will benefit you in the end. Get the scoop on everything that’s included such as training, implementation, resources, technical support, and the ability to scale up or down.

Training &Technical Support

Is training and technical support provided by the customer service software provider? If so, is it included in the price? These are important questions to ask. A streamlined training program will help your employees hit the ground running to avoid any delay in operations. Technical support is important should you need help down the line. You know how important customer service is and so should your customer service software provider.

Integration with Current Processes

Consider how your new customer service software will work with current business processes and tools. If you use other financial management, helpdesk, or e-commerce software consider how this new addition will complement or hinder them.
Keep this advice in the back of your mind while you shop around for the right customer service software. With so many choices to choose from, there is definitely a software fit for your business.

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Guest author Linda Halabi writes helpful content on behalf of KOVA Corporation, a provider of enterprise workforce optimization and contact center solutions. An avid writer and photographer, she loves to use her skills for engaging others in important topics in creative and effective ways. When not working, you can find her exploring the outdoors, doing yoga, and cooking healthy vegetarian food.