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Whether you're looking to enhance customer experience or take your support strategy to the next level, it's imperative that you invest in the right customer service software.
Customer service software is one of the most essential tools to help your support team improve the efficiency of your support operations and the quality of your customer service. It makes assigning and tracking customer requests simple, fosters better team and cross-functional collaboration, streamlines workflows, automates repeatable tasks, and improves support performance.
Today, customer service software has become an integral part of almost every company’s tech stack. With thousands of options in the market, you want to make sure that you invest in software that best meets your business requirements. However, choosing the right tool can be a confusing and time-consuming process.
To simplify your search, we’re listing down the most essential features you must look for in your customer support software:
Your customer service software should let you assign and track customer requests easily. You should be able to delegate every incoming customer request to specific team members and check the status – open, pending, or closed – of every customer query.
When the entire team is aware of each other’s tasks, customer service becomes more efficient, and nothing slips through the cracks.
Delegate and track support requests with ease
Your customer service software should allow you to organize (tag) and prioritize support requests based on certain predefined conditions like type of request or urgency of query. Tags can help you filter specific customer requests you’re looking for, automate tasks based on priority or type of request, and view different aspects of your team’s performance.
Effectively organize your customer requests using Tags
Your customer service software should also help aid effective team and cross-functional collaboration. Your team members should be able to have private and contextual discussions about specific customer queries without needing to switch tools.
Team members should also be able to seamlessly work together to craft the perfect responses to customer queries, without stepping on each other’s toes.
Keeping a close tab on critical customer service metrics can give you accurate and actionable data about your support quality. That’s why your customer service software should come with robust analytics to help you understand things like your team’s response and resolution times, customer feedback, and spiking trends in the type of customer requests you're receiving.
Measure your team’s performance with analytics
Your customer service team has to handle a lot of repetitive tasks daily. Manually managing these tasks can get very time-consuming, chaotic, and expensive. Your customer service software should allow you to automate repeatable processes like assigning emails and tagging them based on certain predefined conditions. Automations help enhance support efficiency and leave your team with more time to handle pressing customer requests.
Automate your customer service workflows
Your support team has to deal with a slew of customer requests each day. To prevent delays in responses to customer queries, your helpdesk should let you set ground rules for your team in the form of Service Level Agreements or SLAs.
An SLA is a promise to your customers that you’ll meet or exceed their expectations. SLAs also help you set clear performance guidelines for your team.
Set SLA targets for your team
Your support software should also make it easy to keep a tab on the customer sentiment. Customer feedback is essential because it gives you a peek into customers’ perception of your product and service quality while also helping you make consistent improvements in your support and product strategy. Your customer service software should allow you to send out simple Customer Satisfaction (CSAT) surveys after every customer interaction.
Collect customer feedback with CSAT surveys
Whether you’re running a small business or a large corporation, you know how important it is to have your customers feel like they’re valued and are being heard. With the right customer service software backing your stellar support team, you can boost your customer service efficiency, increase customer satisfaction levels, and ultimately, see your business grow from strength to strength. Here’s what the right customer service software can do for your business:
Streamline support workflows by delegating and organizing customer service requests with incredible ease.
Converting frequently sent customer emails into support templates, thereby reducing your response and resolution times.
Drive seamless collaboration by allowing your team to have quick, private and contextual discussions with Email Notes.
Automating routine helpdesk tasks, allowing your team to focus on more critical processes and customer issues.
Track team performance and support quality with access to important customer service reports and metrics like CSAT.
Work with your team members in real-time to compose the perfect responses to customer queries using Shared Drafts.
Streamline customer service workflows by easy assignment, tracking, and organization of support requests.
Automate repeatable customer service tasks and reduce your team's need to manually handle mundane work.
Routinely capture, monitor, and act on critical customer feedback with Customer satisfaction (CSAT) surveys.
Serve your customers on-the-go and uninterruptedly with a mobile app version of your customer service software.
Ensure your team always delivers on your promise of offering timely and efficient customer service with the help of SLA monitoring.
Scale alongside your company’s growing and changing business needs and goals.
Easily route customer requests to available agents, so you can serve your global customer base quickly and effectively.
Get real-time, actionable, and easily accessible data about your customer service performance and quality with powerful analytics.
Connect the helpdesk with other essential customer service tools like CRMs, project management and collaboration tools with integrations.
Work collaboratively with different functions within your enterprise to deliver superior customer service.
Keep your company and customer data completely safe and secure with enterprise-grade security.
Hiver is the world's first customer service cloud software built for Google Workspace. Unlike other popular customer service tools that are packed with features but complicated to use, Hiver makes delivering superior customer service a breeze.
Here are few of the many reasons that make Hiver the best customer service software for your business:
The last thing you want is to invest a huge sum of money in customer support software that’s packed with cutting-edge features but takes forever to understand and get accustomed to.
Hiver has a familiar interface. It looks and feels like Gmail, and even though it’s feature-rich, it doesn’t force you to commit a ton of time learning how to navigate it. Your customer service team can manage all support chats and emails right from Gmail – a tool they’re already familiar with.
Customer service software should help you speed up customer support and improve the overall customer experience. Hiver, with its advanced feature set, allows you to achieve that and much more! It offers all essential helpdesk features like ticket assignment, tracking, categorization and tagging, and task automation. Apart from these, Hiver also comes with robust customer service reporting capabilities, CSAT surveys to track customer feedback and sentiment, and SLA monitoring.
We know how important it is to earn and maintain customer trust. We also know that data security and privacy are the very foundations of that trust – and we take it very seriously.
Hiver ensures that your, as well as your customers’ confidential data, remains 100% safe. Hiver does not store your emails or passwords. It is SOC 2, Type II compliant, and ISO 27001 certified
Hiver is built to help companies maintain the human connection in every customer service interaction. Unlike most helpdesk tools that convert customer queries into tickets – thereby reducing them to one-time transactions – Hiver lets you treat customer requests like natural conversations. It helps you nurture meaningful and lasting customer relationships
Want to know why brands love Hiver? Curious to see how they use it to deliver remarkable customer service? Check out what some of our clients have to say about us:
Want to learn more about choosing the right customer service software? Here are some additional resources we’re sure will help you:
The top 7 customer service software for small businesses to deliver exceptional support.
Read More
A checklist of the most essential customer support tools you need in your tech stack.
Read More
The biggest mistakes you need to avoid making when purchasing customer service software.
Read More
A detailed guide to help you choose the right customer service software for your business.
Read More
A list of top ten help desk software in the market for top notch IT support.
Read More
Hiver is a trustworthy, discerning, and dependable sidekick that has helped us respond to email queries 25% faster.
Hiver is a total game-changer as it allows us to respond quickly to customer emails.
We used to use Freshdesk. But after switching to Hiver, we have gained greater efficiency.
Hiver is a very friendly tool. We've been able to improve average response time by 60% using Hiver.
Working without Hiver would be extremely difficult. It is essentially like having an “additional person” on my team.
Hiver is a trustworthy, discerning, and dependable sidekick that has helped us respond to email queries 25% faster.
Hiver is a total game-changer as it allows us to respond quickly to customer emails.
We used to use Freshdesk. But after switching to Hiver, we have gained greater efficiency.
Hiver is a very friendly tool. We've been able to improve average response time by 60% using Hiver.
Working without Hiver would be extremely difficult. It is essentially like having an “additional person” on my team.
Zendesk was expensive, clunky, and had features we didn't need. Hiver helps us have natural conversations with customers.
With Hiver, we’re running all client communication straight from Gmail and it has brought a lot more clarity within our team.
Hiver has helped our support team become 80% more productive. We now reply faster to clients, and my team is more organized than ever.
We got a little burned with Zendesk, so we didn’t want to commit. Hiver has helped us improve average resolution time by 44%.
Since moving to Hiver, we never miss our SLA of 24 hours. I now have a clear idea on how well we're serving our partners.
Zendesk was expensive, clunky, and had features we didn't need. Hiver helps us have natural conversations with customers.
With Hiver, we’re running all client communication straight from Gmail and it has brought a lot more clarity within our team.
Hiver has helped our support team become 80% more productive. We now reply faster to clients, and my team is more organized than ever.
We got a little burned with Zendesk, so we didn’t want to commit. Hiver has helped us improve average resolution time by 44%.
Since moving to Hiver, we never miss our SLA of 24 hours. I now have a clear idea on how well we're serving our partners.
Hiver has come along as a trustworthy, discerning, and dependable sidekick that has helped us manage our emails better and faster.
Hiver is extremely easy to use. We were able to hit the ground running right from day one. Plus, their customer service is fantastic!
We're 100% Gmail. Working on customer queries from Gmail was exactly what we needed. Moreover, moving to Hiver was a painless affair.
