But more frequently than not, customer commitment and memory are much less functions of the amount you spend on expensive commercialize tactics and more on how well you serve your customers before, during and after a buy .
In fact, according to a survey by Hiver, 66 % of consumers think that a company ’ randomness customer service reputation is a critical divisor while making a purchase decision. Another composition by Microsoft shows that 56 % of customers stop doing commercial enterprise with a party because of a poor customer service experience. And when it comes to little businesses specifically, research suggests that 77 % of consumers are volition to pay more if they receive excellent customer service from them .
thus, if you ’ re a little or medium-sized clientele, one of the first base aspects of your business that you need to focus on is delivering good customer service. It ’ south what will turn your customers from casual visitors into raving fans ; it ’ second what will bring in recurring tax income for your business.
And that ’ s why investing in a customer service solution is important .
Table of Contents
What is customer service software?
Customer servicing software is a solution designed to help your business effectively manage customer communication. It enables you to improve your team ’ s efficiency by streamlining workflows and keeping better track of customer queries. additionally, it besides helps you better serve your customers by offering them highly-contextual and seasonably responses .
With a customer subscribe solution, you can get to serve customers across multiple channels like e-mail, chat, social media, phone, and more .
What are the benefits of customer service software?
Great customer servicing is the backbone of any successful business, even more then when you ’ re a small occupation that has to compete with bigger and more lay down brand names in the market. Customer service software frankincense becomes an fabulously valuable tool in your small business armory. Wondering how ? well, here are some of the biggest benefits of investing in the proper customer serve solution :
1. It helps streamline all customer queries
A help desk or customer servicing software helps you manage all your queries from one unmarried place. It makes it easy to delegate work to your agents and enables faster collaboration amongst them. It helps you organize all incoming requests – based on their nature and type – and keep cut of their statuses .
2. It improves response times
Customer serve software helps in improving reception times. According to a Hubspot reputation, 90 % of customers pace an “ contiguous ” reaction as essential or very crucial when they reach out to a party ’ mho customer service department. furthermore, 60 % of customers define “ immediate ” as 10 minutes or less .
With such rising customer expectations, customer service software can empower agents to deliver quick and empathic support as and when problems arise. It helps teams prioritize customer requests and deal with the crucial issues faster and better .
3. It helps improve customer relationships
Most customer support software help capture and store customer-related data. This includes a history of customer conversations with your party, their contact information, service queries, and much more .
Support staff can leverage this real-time data to have more contextual conversations with customers. These conversations are what will rightfully personalize the customer experience and help foster meaningful relationships .
Over meter, earning your customer ’ s trust and developing strong relationships can help reduce churn and improve customer retentiveness rates .
4. It allows you to acknowledge every customer request
As a belittled commercial enterprise, it ’ sulfur all-important that you get back to customers on time when they turn to you for aid. The first step here is to acknowledge that you ’ ve received their question. A customer support solution helps you automate the first response, using which you can let customers know that you ’ ve acknowledged their request .
A issue of customer confirm tools offer can responses and templates for e-mail queries. Chatbots are another manner of providing automated customer service .
5. It provides you valuable insights on support quality
To continue delivering capital customer service, you need to analyze how well your customer service team is performing. This is where customer service software proves useful to your ship’s company .
By implementing customer avail software, you get access to performance reports that help oneself you keep track of cardinal support metrics like First Resolution Time ( FRT ) and median resolution Time ( ART ). These metrics help you gain valuable insights into your team ’ s performance, identify areas of improvement, and follow through corrective actions if and when necessitate be .
6. It lowers operational costs
Customer support software besides helps make your reps more productive by minimizing grunt work. It allows you to serve your customers more promptly and efficiently, thereby helping you significantly lower your functional costs .
With the avail of customer military service automation, you can automate insistent tasks in your work flow, and focus your energies on understand and serving your customers ’ needs better .
Things to consider while choosing a customer service software for your small business
Picking the right customer military service software can feel daunting. The diligence moves so quickly and there are so many new providers, each packed with more features than the other, that it ’ sulfur hard to come to a consensus on the best one for your occupation .
To make your job easy, we ’ ve listed a few essential factors that little businesses should consider before investing in customer service software :
1. Price of the software
Investing in customer service software is a long-run decision, one that you ’ vitamin d want to get veracious. But, as a belittled business, your resources are normally express, so you must evaluate all your options carefully. Given that about every customer service software offers a free test, you can try them out and decide what works best for your business and caters to all your needs, including your budget .
2. Ease of use
Customer serve software is meant to make your support team ’ s subcontract easy, but if it has a building complex interface and is difficult to use, it defeats your integral purpose of investing in one. You need a solution that ’ s agile and easy to navigate. Your team should be able to implement the solution and carry out all necessity functions of the help desk, efficiently .
software that ’ second easy to use will help you cut down trail costs and save time and energy on onboarding .
3. Scalability / Flexibility
As your business grows, your requirements from your customer support software are bound to grow besides. good customer defend software should be able to scale along with your business in the long streak. It should help you keep up with the growing needs of your customers .
If the software is ineffective to handle the addition in the volume of customer inquiries or is unable to serve your customers where they want, it will not just affect your business but besides have a deteriorating effect on your reputation. This is why before you choose a customer service solution, you need to be sure of how well it will be able to serve your requirements over time .
The software should besides be flexible enough to be used across respective teams ( sales, marketing, and customer service, for example ) .
4. Your business goals
Every customer serve solution comes with its own set of features – not all of which might be necessary for your team. You need to pick a solution that caters to your team ’ second needs and long-run clientele goals. For case, if you have a list support team, you ’ ll need a solution that can automate repeatable tasks — then that the team can spend less meter on manual of arms work and more time on delivering memorable customer experiences .
Make certain your help desk software includes all essential features such as a comprehensive dashboard, an built-in ticketing system, live chat corroborate, and efficient report .
7 best customer service software for small businesses
immediately that we ’ ve gone over the importance of customer service software and the factors you need to consider before investing in one, let ’ s search at the exceed seven customer service software for SMBs :
If a major region of your customer communication takes target through e-mail and live new world chat, then Hiver would be a great support solution to consider for your business. Hiver is the world ’ mho first helpdesk built for Google Workspace. It has an easy memorize curvature and an intuitive set of features that provide an efficient way to manage all customer emails, correct from Gmail – a tool you ’ re already familiar with .
Hiver allows you to serve your customers via email from within Gmail’s familiar interface Features you’ll love:
- Email delegation allows you to assign emails to appropriate team members with ease
- The live chat feature allows you to offer real-time support to your customers
- The Hiver Notes feature lets you add more context while delegating emails and collaborating with team members without using CCs and forwards
- CSAT surveys will help you keep a close tab on customer satisfaction levels and even offer proactive support when needed
- You can auto-assign emails based on predefined rules
- Hiver allows you to track your team’s performance and identify areas of improvement with its robust Analytics
- With Hiver’s Collision Alerts feature, you get a notification when someone else is responding to an email and avoid confusion and duplication of work
Pricing: Hiver offers a 14-day free trial. It has monthly and annually subscriptions starting from $ 12 up to $ 57 per exploiter per month .
Freshdesk is one of the most popular customer accompaniment software solutions in the commercialize. It ’ randomness known for its elementary interface and ease of use. Every penis of your support team can keep path of incoming subscribe tickets and their condition, and stay in the know about who ’ s handling which ticket. Freshdesk offers multi-channel customer support across channels like e-mail, earphone, old world chat, and social media, in 26 distinct dialects. It besides comes with self-service features like a cognition base and support forums .
Freshdesk’s parent-child ticketing feature lets you split complex customer issues into smaller tickets | Freshdesk Features you’ll love:
- With its parent-child ticket feature of speech, you can resolve building complex customer issues by splitting them into smaller tickets
- Its intelligent ticket grant feature of speech allows you to assign tickets to agents based on their current workload or skill
- It allows you to curate reports to understand the performance of agents
- It comes with a bunch of customizations in features for workflows, customer portals, agent roles, and more
Pricing: Freshdesk offers a free 21-day test with all its features. It has a free newcomer pack for unlimited agents but with limited features. Its Growth plans start at $ 15 per agentive role per calendar month .
Learn more : Hiver – a Freshdesk option that doesn ’ thymine impel you to leave Gmail .
Zendesk is a help desk that ’ south prefer and used by many enterprises and small businesses alike. Its basic design lets you offer customer defend via e-mail and social media channels, including Twitter and Facebook. however, if you ’ re looking to provide support across early channels like phone and new world chat, you ’ ll have to opt for its higher-tier plans .
The tool comes with features like easy ticket assignment and chase, herculean automation, SLA management, community forums, and a cognition base .
Zendesk is one of the pioneers in the help desk space, but it ’ sulfur costlier and more building complex to set up than other software in its category .
Zendesk’s higher-tier plans let you serve customers by phone and chat, apart from email and social media | Zendesk Features you’ll love:
- Its AI-powered automation can help you improve your team’s efficiency and provide faster and better customer service
- Zendesk integrates well with your existing tech stack and thus enhances the performance of tools you’re already using
- The Zendesk for Startups plan provides its users a free 6-month credit. Additionally, it also offers them access to a community of customer experience leaders and exclusive resources
Pricing: Startups can get Zendesk for free for six months. For SMBs, the Foundational Support plan starts at $ 19 per agent per calendar month .
Learn more: Hiver v/s Zendesk
4. Help Scout
serve Scout is big for growing customer defend teams looking to offer e-mail and chat support from a centralize help desk platform. It comes with a rich feature-set including capabilities like tag rout and prioritization, tax automation, agent performance reports, collision detection, and reception templates, amongst many others. Help Scout even lets you customize your help desk, confining it only to features that your team actually needs .
Help Scout lets you offer email and chat support from a centralized platform | Help Scout Features you’ll love:
- Its plans can be customized to your team ’ s individual needs
- apart from electronic mail and chat support, Help Scout flush comes with a cognition establish
- avail Scout comes with several integrations that allow you to use the solution seamlessly with your existing customer military service tools and channels
Pricing: Help Scout offers a free 15-day trial. It has plans starting at $ 20 per user per calendar month .
Learn more: Hiver – an easy-to-use alternate to HelpScout
5. Zoho Desk
Another popular customer confirm software for little businesses is Zoho Desk. It comes with basic help desk features that help streamline your team ’ s support processes, along with robust slate chase, job automation, and performance coverage functionalities .
One of the reasons why Zoho Desk is a favored customer defend solution is because it helps you offer your customers multichannel support via e-mail, social media, live chat, web forms, and call, in multiple languages .
Zoho Desk helps you identify the sentiment behind every customer service interaction | Zoho Desk Features you’ll love:
- It gives you deep context into every incoming request based on your previous customer interactions
- It helps you identify the sentiment (positive or negative) behind every incoming customer request, so you ask your experienced agents to attend to critical customer cases on priority
- It helps you automate workflows, offer multichannel support, and track important support performance metrics. It even comes with a knowledge base feature to let your customers self-serve
Pricing: Zoho Desk offers a forever free plan with limited features. Its standard design is priced at $ 12 per agent per calendar month .
Intercom is so far another trusted name in the customer service software class. It allows users to offer customer support through populate new world chat, e-mail, and self-service platforms .
The cock is super slowly to use, and its guided, synergistic product tours make it a lot simple for new users to adapt to the software .
One of its most sought features is a new world chat doodad that you can install on your web site, app, and merchandise. This way, your customers can reach out to you from wherever it ’ mho commodious to them .
Intercom lets you customize your chatbot as per your needs | Chatmize Features you’ll love:
- Intercom lets you manage all your customer support interactions from one place
- It helps you integrate customer data from your entire tech stack, so you can access up-to-date customer information and personalize every interaction with them
- It offers easy ticket management, multichannel support, response templates, automation, performance metrics, self-service portal, and much more
Pricing: Intercom offers a dislodge 14-day trial. Its Starter plan is priced from $ 67 per month for one seat, and an extra $ 19 for every extra seat .
HappyFox help desk comes with a wide-eyed rate of features like live chew the fat, a customer self-service cognition foundation, a ticket system, and much more. It offers multi-channel support and helps you respond to customer queries coming from e-mail, chat, social media, phone calls, etc. Teams prefer felicitous Fox because of its clean and user-friendly interface .
HappyFox lets you easily sort customer service tickets by their statuses – new, open, on-hold, solved or closed | G2 Features you’ll love:
- It supports over 35 languages
- It has a multitude of third-party integrations
- Its robust reporting and analytics capabilities allow teams to track and measure support performance
Pricing: Happy Fox encourages users to request a show before offering access to a test score. It offers an agent-based pricing plan starting at $ 29 per agent per month.
Wrapping it up
By now, you know that your choice of customer service software can make or break your company. Choosing the right software, and learning how to integrate it into your business strategy, can make all the deviation in your administration ’ sulfur increase and achiever .
Remember to take all the necessary factors into account like your business goals, team size, and expansion plans, before making your decision .
And if you ’ re on the lookout for a Gmail-based help desk, Hiver is the right choice for you. You can schedule a demonstration with us today !