We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.— Jeff Bezos
We couldn’t agree more!
Over the years the relationship between businesses and consumers has changed considerably. Back in the day, low price and high quality were of utmost importance to customers.
Fast forward to today, pricing and quality continue to matter. However, a new factor in deciding between competing brands is customer service; brands are battling it out to meet customers at the intersection of convenience and speed.
It’s time for brands to flip the switch and be loyal to customers by paying attention to their needs and offering solutions to meet those needs.
The importance of customer service cannot be overlooked. Here is why — according to Microsoft, 90% of customers stated that customer service is the key determining factor when it comes to their choice and loyalty to a brand.
Following a bad customer experience with a brand, 89% of customers said that they have switched over to a competitor.
The post-Covid world is more volatile than ever. While brand distinction continues to be a key component of the business agenda, customer service and satisfaction have overruled it.
Customer expectations have skyrocketed and how. Proactive services, personalized communication, and omnichannel experiences are what users are seeking. Meeting all these expectations manually is no easy feat!
This explains why your team needs the help of technology to do some of the heavy-lifting — which in turn, gives them the liberty to focus on the more important aspects like delivering memorable customer experiences consistently.
We’ve therefore compiled a list of nine essential customer service tools. We’re telling you what they are and how they can help you deliver the most delightful customer support experiences.
Let’s get started.
Table of Contents
- So what exactly is a customer support tool?
- Why do we need customer support tools?
- 9 essential customer support tools to power your customer support service
- Customer support tools set your teams up for success
So what exactly is a customer support tool?
Let’s face it, customer support reps have a mighty task at hand — they are the first line of defense for your business.They work hard to keep your customers happy!
However, with businesses scaling up and customers increasing by the numbers, customer support agents might find it difficult to keep up the pace. And if all of the burden is left on your support team, customer complaints are bound to mount and customer wait times ought to get longer! It’s only natural for your support reps to slow down or worse, miss responding to a customer request.
All this is to say that you need to arm your customer service agents with the right tools to help them respond to customer queries a whole lot faster and better than before!
Customer support tools not only make it easy for customers to get help but also reduce the load on your support team. In this post, we’re looking at a whole range of support tools — to help both customers and support agents with a wide spectrum of tasks. In fact, we’ve got a tool for every task.
We’re talking about a powerful help desk that helps support agents to stay on top of every customer request, track its progress, and resolve it a lot faster, we’ve also got a comprehensive knowledge base to help customers help themselves. We’re even covering the role of surveys and community forums in soliciting and recording customer feedback.
Why do we need customer support tools?
Nearly 40% of people who post their questions or complaints on social media expect a response from you in less than an hour, with 80% expecting a response in the first 24 hours. Now that’s tough to keep up with!
This is where customer support tools step in.
Let’s unpack the benefits of great customer support tools. Here’s how they help:
Build loyalty and improve customer satisfaction
Happy customers are less likely to leave your brand for another. Studies reveal that 43% of shoppers spend more money on brands they are loyal to. Your customer support agents can deliver exceptional service when they have the right information and tools at their disposal. This will allow them to offer quick and personalized responses.
Help smaller teams to accomplish more, faster
With several support channels and the increasing demand for personalization, your service agents are often pushed to the limit. Customer support tools will enable them to manage, respond and resolve customer issues faster.
Help you know your customers better
You can also monitor customer activity, behavior, and motivation while people engage with your brand. The knowledge acquired will help you offer personalized service, gauge