Customer service software – do you need it? It is often said that it is cheaper to keep your existing customers than to discover new ones. Therefore customer loyalty is vital in today’s competitive world, as you want to retain your clients and prevent them from going elsewhere. So how do you make sure your customers stay loyal? The answer is to provide exceptional customer service. In this article from Relativity, the business technology specialists based in Uckfield, East Sussex, we look at customer service in more detail, what customer service software is and the benefits it provides. 

What is customer service?

Customer service is the support that you offer to your customers, not only before they buy, but afterwards. It’s essential to retain customers and of course to grow your business. It used to be face to face or via the telephone, but today it goes much further and includes contact by email and text messages as well as on the web and via social media. Expectations are high from customers and if they are not happy, it’s easy for them to share their negative thoughts. It’s fair to say that if your customer service only involves responding to emails and keeping records on an Excel spreadsheet, then providing exceptional customer service will certainly be a challenge, if not impossible.

What is customer service software?

It is a centralised system that can track, prioritise, manage, organise, respond to and resolve customer questions and requests. Communication channels such as email, messaging and chat can be managed as well as integration with external communication tools including group chat systems and social media. Businesses use customer service software to enable faster, more efficient support to customers, which can be delivered by multiple agents working within the same tool.  

Benefits of customer service software

  • Keep track of customer emails and requests
  • Measure and report on customer issues and responses
  • Automate response to all customer enquiries
  • Ensure customer requests go to the right place/person
  • All information is in one place and can be easily accessed
  • Offer customer help centres
  • Prioritise customer enquiries and requests

Customer support is available around the clock

Customer service software will streamline how you deal with emails and customer requests. It makes it easy to find a particular customer, as everything about them is stored in one place. With customer service reports, you’ll be able to monitor areas that can be improved as well as seeing how your team is doing, including individuals. All in all you are going to save a lot of time and be able to reply to your clients more quickly. Pre-written email support templates will make sure that customer responses are well written, of high quality, helpful, give the correct information and use the same tone of voice. Also it’s worth bearing in mind that your software for customer service will be even more effective if integrated with your CRM system.

How can Relativity help you?

Relativity is a Zoho Advanced Partner and we pride ourselves on our sector and industry experience from working on previous projects. Relativity will be able to advise you about customer service software, from Zoho, which will help you to improve customer loyalty and grow your business.

Call us on 01825 280123 or email to find out more about Zoho’s customer service software, Zoho Desk, Zoho Assist and Zoho Lens. In our next article, we’ll be discussing these in more detail.

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