Which client support software tools are best for your business? In the latest article from Relativity, the business technology experts based in East Sussex, we look at four of the most frequently used forms of customer service automation. Last time we looked at email automations, Chatbots, live chat and FAQs. This time we consider customer feedback surveys, social media monitoring, community forums and Short Message Service (SMS).

Four examples of client support software tools

  • Client feedback surveys
  • Social media listening, monitoring and responding
  • Community forums
  • SMS messaging

Client feedback surveys provide useful insights

It seems that they have been around since the ‘dawn of time’, but client feedback surveys are still very helpful in gathering information about what customers think about your business. With ever increasing competition, you need to gain the edge over them and although surveys may include things you do not want to hear, they will provide useful insights into how services and products can be improved. Consider including customer experience surveys regularly as you will know who is happy and who is not!

  • Improves service and product quality
  • Helps in making important strategy decisions
  • Makes clients feel valued 
  • Measures customer satisfaction
  • Improves customer retention and loyalty rates

Social media monitoring helps track what people are saying about your brand

Client support software tools include monitoring social media, which can be used to identify trends and to understand what customers are thinking and saying about your brand. It can also track competitor activity and also measure the impact your social media activity is having. If people choose social media to reach out to you, they will want a fast response.

  • Promotes good customer service
  • Generates new leads
  • Provides feedback
  • Identifies influencers
  • Share compliments
  • Monitor the competition
  • Identifies trends

Community forums allow clients to ask questions and share their experiences

Here customers can share their knowledge about the products and services you provide. It is an online meeting place, and you could say self-service support group where a problem can be sorted without the need for contacting customer service.

This means customers can solve issues on their own which is a cost saving for your business. They are also helpful for product development as ideas can be gathered from the people who know and use your products and services.

  • Increase customer engagement
  • Provide market research
  • Collect feedback
  • Promote brand loyalty
  • Improve customer experience

Short message Service (SMS) is a popular way to connect with customers

It was actually invented in the 1980s and is one of the oldest texting technologies. However there are many reasons and benefits of using SMS as one of your client support software tools. SMS messaging is very reliable, texts are quick and cost effective and results can be easily analysed.

  • Provides immediate communication
  • Attracts new customers
  • Increases sales
  • Provides a profitable ROI

How can Relativity help you choose the perfect client support software tools for your business?

There are a lot of client support software tools available and we hope our last two articles have shed some light on eight of the channels you can use in your business. There is no doubting that adhering to the adage, ‘the customer comes first’ is good for your business. However, without customer support software, this can be time-consuming and expensive. If you want to update your systems, it can be difficult to decide on the channels you need. Sometimes a little ‘trail and error’ may be needed. Or to find out more about customer service support channels, call Relativity, the business technology specialists on 01825 280123 or email info@relativity.co.uk for more information. We can help you to decide which features you need and which tools are the most suitable for your budget, size of business and how any new systems can work with the tools you already have.

Next time we will be looking in more detail at Zoho Desk, the client support software tool that will help you run your customer service operations.