Did you know that about 40% of customers in the USA reported ceasing business with companies that had poor customer service? This phenomenon is similar across the globe, with customers becoming increasingly particular about the post-purchase customer care of the companies.
Businesses across the globe are in search of methods that enable them to effectively manage their customer relationships. One of the most effective techniques to do so is the use of customer service software.
Customer service software, also known as help desk software, is now prominent in the market, having been recorded to have over 20% revenue share in 2021 alone. As you consider integrating a customer service platform in your consumer relationship strategies, here is a list of benefits of using customer service software for your business.
1. Improved Communication
One of the customer’s primary concerns when sending a complaint or an email to a business is whether they will get a response or not. About 75% of customers are impatient with the time it takes to get to a customer service agent. Customers want prompt replies, especially when they face any issue with your product after the purchase or have an inquiry before it.
For your company to build a loyal customer base, it is essential to provide customers with prompt customised responses. You may even use automated emails or chatbots. A customer service platform will allow your business to be there for the customers 24/7 beyond your working hours through automation and enable you to have better communication with your customers.
2. Improved Response Time
A customer support software will send automated replies to any requests submitted throughout the day. It provides reassurance to the customers that their issue is being addressed by the team. This will let you eliminate the cost of hiring additional staff to handle customer support. Your company can also provide additional information like links to frequently asked questions (FAQs) or direct the customers to your company’s help centre or self-service portal soon as they send an email.
3. Lower Operational Costs
Effective customer support software will help your business reduce its operating expenses and overheads. For example, if you hire customer service representatives to answer phone calls and reply to emails, they can only cater to one call or email at a time. Therefore, improving your overall customer care will require you to hire additional reps, resulting in higher support costs and expenses to your business.
Forrester Research and Oracle studied various costs that a business has to incur with regard to its customer service channels. The study concluded that switching to an automated web-based help desk system allows businesses to reduce their costs by $9.50 per interaction. In addition, with centralised customer support software, your business can significantly lower the operational costs and significantly decrease the need for support staff, meaning fewer salaries to pay and lower personnel expenses.
In this age of e-commerce, a business needs to provide the best customer support to ensure a loyal customer base and stay competitive in the market. A customer service software will enable you to provide service to your customers through a centralised automated process which is far more effective than traditional manual methods and provides high-quality service at extremely low costs. It will also let you access your communication history on a centralised platform. Therefore, customer service software is your best bet. It will allow your skilled staff to focus more on creating loyal customers instead of manually sending emails and calculating response times.