There are five primary types of customer service software available. You might choose to implement more than one of these solutions, depending on your needs.
Service/Help Desk Software
Help Desk Software helps organize, manage, and respond to service-related requests. It can be used for external requests from customers or internal service requests from team members.
Some help desks even incorporate different customer service solutions into one by including tools like a shared inbox, a knowledge base, and live chat options. Others integrate with third-party providers to offer CRM software to help with customer (and agent) management.
Help Desk software enables businesses to resolve customer grievances more efficiently by automating the complaint resolution process with a ticket management system.
Basically, it lets you streamline customer conversations to create a better customer experience and agent experience.
Customer Relationship Management (CRM)
CRM platforms connect all the data from your sales leads and customers in one place. It can record and analyze meetings, calls, and emails to help improve customer service, drive sales, and increase revenue.
It gives your agents access to a customer’s file to see their history, interactions, and other relevant information. A good CRM tool is vital if your business wants to track and improve customer interactions.
Messaging and Chat Tools
Messaging and Chat tools are great options if you do not require a full-featured help desk. These tools let you add a live chat box or messaging system to your website. Some systems offer chatbot options, while others put customers in touch with live support.
Shared Inbox Software
A shared inbox is a collaborative space where agents can access the same emails. Multiple accounts can be collected into one inbox. It allows your team to collaborate and respond to inquiries, complaints, and questions.
Knowledge Bases
A Knowledge Base allows your agents access to tips, tricks, and information in a searchable format to make it more accessible. Should your customer require a specific solution, your team can immediately provide them with the answers.
Typically, it’s offered in addition to tools like live chat or a help desk so that customers who can’t find the right answer on google can reach out directly to get the answers from you.
The best customer service solution for your business will be the one that helps your organization achieve its goals the most effectively. Finding the right fit for your business means you have to know the type of support experience you want your customers to have. Identifying their needs and aligning them with your objectives will help inform your choice.