Just as businesses invest in enterprises like Perfecto Mobile for their modevelopment team, they also invest in customer management software to help the support/help desk team.
Businesses implementing CSM software as part of their daily operations get a lot of value from it. When used properly, it helps the customer success team better understand the customer, and makes the management of customer-related tasks simpler. As a result, customers are more satisfied and the ROI increases.
With technologies such as CSM and agile testing, companies have more time to focus on other areas of business, including product development and advertising.
If you want to reap the benefits, it’s important that you choose the RIGHT CSM software for your company.
Here are some factors to consider:
Your own business objectives – What does adopting customer support technologies mean to your company? Do you need to improve time-to-resolution rate? The longer it takes to resolve a case, the more money you are going to lose. If this is a problem for your company, a CSM service that includes a Help Desk and ticketing solution might be a good investment for you. Has your customer support team being making errors? Choose software that offers tutorials and training. Some customer service software solutions have a focus on Help Desk, some on conversions and sales, and some on marketing and analytics.
Integration with other software and apps – Before investing in any type of CSM software, you must make sure that it integrates well with the other business and financial apps your organization is using. It should also be compatible with whatever operation system(s) your employees are familiar with.
Make a list of features your customer support team will need – Have a discussion with team members at all levels, from senior to front line. It’s essential to get input from everyone involved with customer support, and to have them help you rank the features and technologies that will enable them to better serve customers; only then can your organization expect a return on investment. Don’t waste money on software if its primary features that your Customer Support team really do not need or have no use for.
Request free demos when they are available – One way to compare CSM software is to take advantage of demos. Samanage and Toonimo are two companies that are currently offering demos. After requesting demos, review them with employees. Do they like the interface and features? Does that particular software look like it will help them provide a better customer experience?
Think about deployment, implementation and scalability – If you’re running a small business, you probably won’t need enterprise-level software. Not only will it be too costly, it will be difficult to deploy and implement as well. Luckily, CSM software solutions are flexible and have options for businesses of all sizes. If your business is large, go with an enterprise software provider that will help you develop a deployment and integration plan.
PCMag recently tested and compared 10 help desk solutions and rated them from one to five. Once again, it’s important to remember that no two companies are exactly alike, so the types of features your customer service team needs may differ from those of other companies.