Before we proceed, let me ask you, what do you think is a major factor in a business’ success? If you say that it is the quality of the products or services, I will agree with you to some degree. But I think there’s a factor even more important than that. And that is customer service.
Your customers are what makes your business a success. Without customers supporting and patronizing your business, you won’t have any income, and certainly won’t have any recurring income.
What this means to you is that your customers should be of utmost priority. It’s not just about giving their money’s worth, but it is how you take care of them before and after they purchase from you. Customers want to feel that you value them, so by providing high quality customer service, they remain loyal to your brand.
Improving Customer Service
I’m sure you’ve had your share of bad experiences with customer service representatives as well. And it sure did leave a bad taste in your mouth. It’s very frustrating not to be treated properly after buying a company’s product or service. This is what your customers feel as well. Whether you own a small or large business, taking care of the needs of your customers should be a number one priority.
Thanks to the technology today, improving customer service is a simpler task than it was 10 years ago. There are numerous online tools that you can utilize and integrate into your business.
ZenDesk is an online customer support system. It has a ticket support software and a helpdesk functionality that can help ensure that all your customers’ requests are handled in a timely and organized manner.
Trouble Ticket Express is similar to ZenDesk. You can monitor and track customer ticket statuses. Also, you can track customer correspondence with this tool.
Kayako is an online tool that helps companies improve on the delivery of their customer support through different channels. Use Kayako to provide support to your customers through Facebook, Twitter, the website, phone and email.
osTicket is a support ticket system that is easily integrated with email, phone and web-based forms. You can organize and manage all ticket support requests in just one tool.
Desk.com is an all-in-one customer service application that helps you with every area of customer service. The application focused on four major parts:
- The Universal Inbox – all your inboxes (email, social media, phone) are organized and queued,
- Case Management – keeps track of customer cases (past and present),
- Productivity Tools – no more time-consuming tasks to deal with,
- Customer Profiles – conveniently check all past and present interactions with customers, as well as who the customer is.
Zopim is all about having live conversations with your customers and visitors. Zopim offers a widget that you can place on your website where you can chat with customers in real-time. Thus, helping you address the concerns and needs of your customers promptly.
UserVoice is a feedback and online help desk software. It helps you with taking care of feature requests, as well as monitoring online tickets. Their engagement tool has feedback forums where customers can discuss their ideas. Also, the software allows you to answer inquiries quickly through their support systems.
Some of the tools are free to download while some offer a 14-day to 30-day free trial period. Try each one out and see what tool will suit your needs best.