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A recent survey suggests that it takes only one bad experience for up to 72% of customers to decide to switch services or products. The customer support industry is, as a result, becoming all the more essential to businesses and brands than ever before.
In a competitive market, an outstanding customer support team needs so much more than a few friendly faces and the willingness to help. It also requires a variety of tools to provide the most efficient support.
So, what are these tools? And how do they come in handy? Let’s take a look:
Customers are not willing to wait long hours for help anymore.
The same survey cited above suggests that 52% of customers expect customer support to resolve their queries within 24 hours. A longer wait makes them impatient and more likely to look elsewhere for their needs. One of the best tools to help speed up the customer service experience, in this case, is to implement a live chat feature.
How does this software help?
Apart from being a quick and convenient way to answer commonly asked queries, it can also help manage multiple chats simultaneously, thus helping the customer team’s workflow.
Customers, meanwhile, are way more likely to purchase products when there is live chat available to answer their questions during the shopping process, as they don’t have to worry about calling a bunch of numbers or looking up the information themselves.
With tools like UseResponse, you can manage all your customer communications from a single dashboard, create chatbots to answer queries quickly, and collect user credentials and request details even when you are offline.
While live chat is a feature that is super useful for a customer, helpdesk software is an essential tool that can help a customer support team organize both live chat and email queries in one central location. It’s a tool that no support team can- or should- live without. It can help you cut through the clutter and organize, manage, and respond to service-related requests quickly and efficiently.
Overall, helpdesk software is a win-win for any customer support team. It helps keep track of customer interactions, allowing specialists to solve issues faster and with more accuracy.
Social media has become one of the best ways to communicate with customers. Whether it’s for support-related queries or feedback on purchases, most customers prefer using social media platforms to connect with organizations.
This could sometimes be overwhelming for support teams, especially when dealing with a large volume of queries. Speed is also essential when trying to stand out on social media. Organizations that take a long time to respond to comments are quickly forgotten about and cast aside.
However, with the help of a social media management tool, teams can monitor and respond to inquiries promptly. It also helps organize customer inquiries, splitting them up by type, and social media, saving time and effort for both customers and support teams.
Customer support teams are expected to have answers to everything. They must know the product and service offered like the back of their hands while also dealing with more specific concerns that customers may have. All the while sounding like an expert.
Given the task, knowledge management is an absolute must-have tool for any customer support team.
This tool allows teams to access all information about the products, services, and support processes on a single platform. It helps them respond to customers quickly and accurately—two essential qualities of any customer support team.
Knowing your customer is key. There’s no point selling a service or a product if your customers aren’t happy. There’s also very little chance for growth and innovation. For these reasons, a customer feedback tool is a must for a support team.
This tool can help organizations collaborate with customers through a public feedback system and create a private feedback community for an internal team.
Companies like UseResponse even offer a complete product roadmap software, for instance, that can help you get a view of the top suggestions made by customers and provide you with options on how to take that feedback further.
Customer feedback software can help your team define specific pain points, create filters and customized reports to optimize the customer support experience.
With a VPN, your customer support team can communicate with customers over a secure, encrypted connection. This means that sensitive information, such as customer data or login credentials, is protected from potential hackers.
Additionally, a quality VPN connection can help employees access company resources and tools from anywhere in the world, allowing them to provide top-notch customer support without being tied to a physical location.
A friendly face guiding customers through their queries is way better than forcing them to sit through an awkward phone call. Preparing your video conferences can be helpful when such face-to-face interactions are required.
It’s important to mention that video and screen sharing solutions not only help you connect with customers in real-time but can also save you time and resources by allowing you to solve any issues the customers may have remotely.
When working with extensive customer support teams, it’s vital to have an internal communication platform. Tools such as Slack or Microsoft Teams are already being used by most businesses to communicate with their employees, and for a good reason.
Real-time chats between colleagues can highly improve business productivity. An internal communication tool can work wonders to reduce confusion, adopt new processes, and create better customer answers.
Top customer service teams must constantly evolve and look for ways to improve response time and provide exceptional service more efficiently.
With the right tools, software, and expertise, it’s now possible to streamline the process, ensuring that the customer is happy 100% of the time and that the products and services no longer have to just speak for themselves. The specific tools depend on the size and needs of your organization, but any combination of the solutions mentioned above is a great start.
Threecolts is a comprehensive suite of advanced ecommerce software solutions. We're designed to empower retail vendors and marketplace sellers on Amazon, Walmart, and beyond. Our tools optimize every aspect of ecommerce operations to ensure maximum profitability.
For sellers aiming to earn through reselling, Tactical Arbitrage helps you find hidden deals 5X faster. ScoutIQ provides instant insights for scoring in stores. DataSpark helps you get your next bestseller on Walmart Marketplace across over 14 million products in its database.
If you want to sell globally without storing, shipping, or risking money on inventory, SellerRunning simplifies cross-border dropshipping. We let you manage and expand your ecommerce business across multiple Amazon marketplaces seamlessly.
Managing products across leading ecommerce channels has never been easier either. ExportYourStore ensures hassle-free cross-listing and product syncing. Meanwhile, Hemi integrates over 100 ecommerce platforms, handling everything from inventory to logistics.
For efficient financial operations, FeedbackWhiz Profits offers a robust ecommerce accounting solution. We give you total control over your finances. You can track earnings and spending and visualize financial data without much effort.
You can also enhance your customer service with ChannelReply. Centralize marketplace communications through order data alongside support tickets from major marketplaces. Meanwhile, Onsite Support combines AI tools and custom-built help centers to amp up your support capacity. With these two, you can ensure that your customer service team can do more with less work.
Simplify Amazon operations with InventoryLab. It's an all-in-one solution that enhances everything from sourcing to logistics to accounting. We make inventory management and business workflows as streamlined as possible, so you won’t have to think about it.
Protect your profits with our advanced recovery solutions. DimeTyd Amazon helps 1P vendors recover lost revenues from overbilling and inventory discrepancies. DimeTyd Walmart simplifies the process of disputing unacknowledged shipments and organizing deductions. DimeTyd Sellers offers comprehensive monitoring and dispute resolution for Amazon FBA.
Automate your pricing strategies with SmartRepricer. We'll help you stay competitive by adjusting prices automatically based on custom rules. You can make sure that you always win the Buy Box with just a few clicks.
Finally, safeguard your online reputation with our reviews and alerts solutions. FeedbackWhiz Emails lets you handle Amazon review requests with personalized feedback campaigns. CR Feedback offers cost-effective feedback gathering for eBay and Amazon review requests. FeedbackWhiz Alerts keeps you informed with timely notifications on reviews, threats to your listings, and other important events.
