Providing great customer service can seem simple on the surface, but without customer service software it can quickly become a major headache. Not only do you need to know names, addresses, and phone numbers, you also need internet contact information, financial information, and a record of previous interactions. Finally, you need all of that to be accessible to anyone who talks to a customer.
Databases can be a short-term solution to the customer service software need. A well set up database can make it easy to pull up a customer’s data, and has the ability to link a variety of information together. A customer’s purchasing patterns can be linked to his or her email address, for instance. As long as new data is entered every time there is an interaction, the database will be up to date for anyone who wants to help your customers.
There are problems, however. Databases don’t always have convenient space for extended text fields – for instance, notes about a customer’s last call. In addition, the security of a database can be difficult to maintain, especially if many folks are accessing it. Finally, maintaining and troubleshooting an office-based database can be time-consuming and difficult. Many businesses turn to cloud-based customer service software to solve these issues.
Cloud-based customer service software, such as Salesforce’s service cloud, allows businesses to have all of their data stored securely off-site. This eliminates the need to troubleshoot and maintain your own hardware and software. This type of software also allows live chat and social media service in addition to calling in. This not only makes it easier for your customers to get in touch with you, it allows you to be proactive in answering questions that arise on social media before they become concerns.
Customer service software needs an intuitive interface, and cloud-based solutions offer that in abundance. Each of your customers will experience unified customer service from employees that have all previous information at their fingertips. It’s easy to create and track new issues, as well as route calls and escalate them if needed. Cloud-based software gives both your employees and your customers the best experience possible.
Providing excellent customer service without great customer service software simply isn’t possible. With all of the great cloud-based options available, you can improve your company’s service performance without significantly increasing costs. That’s a win-win for everyone.
Written by Ava Cambellini, Freelance Writer