Customer support tools and software help generate more revenue and increase customer loyalty. with the right tools, you can ensure that your customer service is a competitive advantage.
in addition, customer service management tools help companies manage, capture and automate all of their customer service processes while delivering the best possible experience.
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according to a recent survey, customer service is a major issue around the world, with 58% of customers saying they will go elsewhere if they don’t receive good customer service. a staggering 43% of customers say they have actually left a company because of poor customer service.
one of the main reasons customer service fails is due to a lack of communication between departments and staff. By automating customer service, you can increase your response time, reduce the number of calls you receive, and better manage customer requests.
In this article, we’ll demonstrate the top 5 customer service tools, features, and benefits.
5 Best Customer Service Tools to Increase Customer Retention Rates
Sales and customer service are two of the most important factors that can determine the success or failure of a business. If you can’t handle your customers properly, your business could end up failing.
When it comes to customer service, you should always try to provide the highest quality support to your customers, whether they are buying or just asking. In addition to answering their questions, you must also be courteous and treat them well.
what are the best support tools? Here are some of the right tools for you.
- chatbot
- live chat
- video chat
- co-browsing
- chat sdk
- a chatbot can instantly translate any message from your language to another person’s language or an emoji, or vice versa.
- You can add an unlimited number of images to your messages and even make a video call.
- A chatbot is always there for you as it is online 24/7, unlike humans who are online only at specific times during the day.
- a raintoday study found that 78% of customers prefer to interact with businesses through live chat over other channels.
- and that’s not surprising: live chat provides a personal touch, real-time support, and an easy way for customers to get answers to their questions.
- it’s a great way for customers to speak with experts face-to-face, as peers helping each other, or for customers and businesses to have important conversations that are difficult to have over the phone or online .
- when something needs to be fixed, like your car or your morning and sometimes you just want help right now, like when you’re lost in an airport and want directions. in these situations, being able to talk about things right away can mean the difference between waiting hours or just a few minutes for a response.
- With collaborative navigation, your team can remotely view and control your screen to solve problems, help you train new employees, or simply give you tips on how to improve performance.
- shared browsing software allows customer service representatives or customer service teams (csrs) to see the customer’s screen in real time, so they can discuss and solve problems together.
- This way, csrs can save time and help customers quickly and efficiently. this frees them up more time to help more people while solving even more cases on their own.
- shared browsing removes the language barrier and allows you to actually see what your customer is viewing on their phone screen. so that you can offer the best and most efficient solution in the shortest possible time!
- it’s a great way to interact with your customers and it will make them happy too.
- allows your customers and users to chat with a live representative through the app and website.
- usability
- effectiveness
- value
- customer service software has everything you need to improve the efficiency of your business.
- will allow you to receive and respond to customer inquiries in real time while seamlessly integrating with all other aspects of your business.
- The interface is very easy to use which means you can use this tool from any computer or device anywhere and anytime.
- On average, businesses lose 10 percent of their annual revenue due to dissatisfied customers. business customer service tools help your company reduce those losses, improving communication and satisfaction.
- The customer service tool captures customer service requests and unauthorized contacts in real time, forwards them to businesses, and responds to customers on behalf of your support team.
- Customer service is an integral part of your business and should be treated as a major investment. As a business owner, you need to look at the big picture and evaluate the return on investment (ROI) for the time and money invested in your customer service.
- tools help agents collaborate with other agents and help more customers.
- helps resolve customer issues faster.
- drives customer satisfaction and loyalty
- streamlines self-service
- promotes a seamless experience for agents
- gives businesses the ability to scale smarter
- allows smaller teams to do more, faster
- Improving Employee Satisfaction: In many cases, those who interact with customers on a regular basis must also go through other processes before doing so. this can lead to frustration among employees and a lack of motivation. customer service software helps simplify the process by allowing employees to multitask, which can ultimately save them time, leading to higher employee satisfaction.
- Better Customer Relations: As an organization grows, it becomes increasingly important that they proactively communicate with their customers. This is a challenge for companies that have a significant number of customers and varying degrees of contact with them. The use of customer service software can help organizations manage these relationships through automated communications and enhanced tracking capabilities.
1. chatbot
every customer service organization will soon be using some form of automated assistant. a recent report found that 80% of customer service organizations will be using some form of automated attendant within two years. even if you don’t have a customer service center, chatbots can find their place in your daily routine. communications.
but why chatbot?
prices
reve chat offers four plans: standard, advanced, enterprise and custom.
Standard: Starting at$44/yr for an active chatbot with 1000 unique engaged visitors/month, 30 days of chat history, visual bot builder, handover human, basic reports, etc.
advanced: starting at$224/yr for chatbots 5000 unique engaged visitors/month, unlimited chat history, alternate answers, appointment scheduling, FAQ generator , advanced bot analytics, chatbot api access, etc.
Business: Starting at $449/yr for 25 active chatbots, 25,000 engaged unique visitors/mo, unlimited chat history, sentiment analysis, machine learning , training, big data management , dedicated account manager, priority customer support, etc.
Custom: reve chat also offers custom chatbot development for unlimited active bots, unlimited unique engaged visitors, custom chatbot development, on-premises or cloud deployment, multilingual sanitization & training, custom ml data reports, etc.
2. live chat
By now, most online shoppers should be familiar with live chat. many e-commerce sites offer it to their customers and they can see it on the websites they visit most frequently.
Live chat software helps businesses provide real-time customer service to their site visitors. Instead of leaving a site because it’s hard to get help from a site’s customer service, shoppers stay on the page and get help from a representative in real time via text or video chat.
Because live chat is available 24/7 and allows for unlimited conversations at any time, it is a critical component for businesses that want to improve their customer service and allow shoppers to prospects to communicate with them more easily.
prices
It comes with three different packages which are standard, advanced and enterprise. +
Standard: starting at $13.5 per agent per month for a one-year package. if you buy it for two years you get 20% off. includes facebook messenger, department management, proactive chat auto triggers, chat monitoring, canned response, file transfer, chat transfer, single website integration, 256-bit ssl encryption, etc.
advanced: starting at $22.5 per agent per month for a one-year package. if you buy it for two years, you will get a 20% discount. includes video & voice chat, viber messenger, telegram messenger, queues, mobile chat sdk, developer api, advanced reporting, chat banner customization etc.
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Company: Starting at $45 per agent per month for a one-year package. if you buy it for two years, you will get a 20% discount. includes co-browsing, facebook comments, whatsapp business, new appointment booking, new screen sharing, custom development, integration support, on-premises or cloud solution, unlimited website integration, custom reports, dedicated account manager , etc.
3. video chat
Who doesn’t like video calls? there is no need for long explanations. just a simple video chat and you are good to go. it’s a great way to solve any problems your customers may have, which is why so many companies are using it.
and the numbers show that a lot of you use it too because video chat is one of the best and most popular customer service tools out there. and the numbers speak for themselves.
The ease of communication and small talk make video chat a natural choice for customer service. It’s also a great way for businesses to stand out from the competition because video chat isn’t as accessible as email or other social media platforms.
prices
the video chat feature comes with the enterprise or advanced live chat package which prices are $13.5 & $22.5 per month per agent for one year. if you buy for two years, you will get a 20% discount.
4. joint navigation
The online co-browser tool is specifically designed to better serve e-commerce websites. it helps solve problems before they arise and makes the process of buying and using a website much more pleasant. a recent study shows that 78% of customers are satisfied with co-browsing support.
This tool enables live help between service providers and customers by screen sharing so both parties can see where a customer is stuck or confused. this allows for timely assistance, which increases customer satisfaction and loyalty.
a website that uses collaborative browsing also leads to higher conversions, as the website becomes more intuitive and easy to use; this leaves less room for error on the part of users.
prices
The co-browsing feature only comes with the Live Chat Business Package, which is priced at $45/mo per agent if you buy for a year. if you buy for two years, you will get a 20% discount.
5. chat sdk
with chat sdk you can increase the efficiency of your customer service and give them a better experience. chat sdk stands out because it combines the opportunity to chat with a brand that has an existing mobile app installed with a great snippet of code. so it allows you to talk directly via chat with customers who have your app installed.
prices
chat sdk feature comes with enterprise or advanced live chat package, prices are $22.5 & $45 per month per agent for one year. if you buy for two years, you will get a 20% discount.
characteristics of the best customer service tools?
When looking for ai tools in customer service, it can be tempting to pick one and start using it. This is an easy thing to do, especially when you’re busy and need to get going. But don’t overlook cost-effective ways to evaluate your options.
good customer service software not only answers the question, but also helps you decide.
if your customer service team doesn’t like or actively like the customer service tool, they probably won’t use it.
These are the key factors of the best customer support tools.
usability
great customer service software should be usable by anyone, without prior knowledge of how to use it. a bad customer service software tool will require a lot of training before it’s ready to go.
usability is a factor that should not be underestimated. The tool you choose should be easy to use, and customers shouldn’t spend more time learning how to use it than interacting with your business.
If you’re in the customer service business, you need to serve your customers. Your digital customer service tools should allow easy access to your customers.
You don’t want to interrupt your customers during their purchases by having them read your instructions or navigate through your complicated customer service tool.
effectiveness
a customer service software gives you the opportunity to create multiple online channels for communication, including live video chat, text messages, and email.
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With the help of customer service software, you can give your customers a convenient way to get in touch with you. Using this type of software will help you save costs, ensure efficiency, and offer optimal convenience for your customers.
value
reasons why we need customer service tools and software?
There are many reasons why we need customer support tools. Even though many companies are doing a great job of customer service, they could do better and there is always room for improvement. automating your customer service is one of the best ways to reduce costs and improve performance.
benefits of customer service software
Customer support tools make it easy to respond to customer requests and feedback. the tools make it easier to be sociable and friendly when responding to customer requests and feedback. Because the tools are automated, it allows companies to be more efficient.
Whether you want to chat with clients on facebook messenger, email links, or text links, there’s a tool for you.
These tools not only reduce the amount of manual responses required by your team, but also provide automated responses to common queries that can help increase conversions and sales.
1. drives customer satisfaction and loyalty
Businesses and organizations of all kinds rely on customer service software to manage their operations and improve customer satisfaction. A customer service software is designed to help organizations keep track of incoming complaints and help requests, as well as provide multiple channels for customers to seamlessly exchange information with the business.
The primary benefit of customer service software is its effectiveness in helping businesses manage customer interactions. By using an integrated software platform, companies can efficiently support all customer interactions.
Information between departments is shared seamlessly, so customer service issues can be resolved quickly and efficiently. Companies can also take advantage of the information recorded in the system to better target their marketing efforts and improve the experience for all customers.
For example, a business can use data collected from its customer service software to determine which products appeal most to which types of shoppers to help drive future sales and marketing strategies.
2. streamlines self-service
Today’s industries are undergoing a technological revolution, fueled by the rapid growth of mobile devices and cloud computing. As a result of the shift to digital technology, companies must find creative ways to deliver superior customer experiences. Customer service departments have been among the first lines of business to adopt immediate solutions that save time, reduce costs, and empower customers.
A self-service application takes the heavy lifting out of daily queries. the benefits of such software are obvious. but what may not be so obvious is the role a customer service person plays in facilitating engagement and driving customer satisfaction and loyalty.
3. promotes a seamless experience for agents
Self-service is already an essential part of customer service in many industries and sectors. For example, the United States Postal Service has a robust self-service channel that allows customers to locate zip codes, calculate shipping costs, pay invoices, and more on their own.
But while self-service is a great way to complement customer service, many companies haven’t found the best way to integrate it into their operations.
the
demandgen report (a leading customer intelligence company) found that only 10% of companies are very effective at both customer engagement and self-service ticket handling. successful companies need to optimize their self-service and integrate it with their other existing customer support channels.
4. gives businesses the ability to scale smarter
Most businesses face challenges when it comes to customer service: they lack visibility into their customers, can’t keep up with the volume of interactions, or aren’t prepared to offer a high level of service.
5. enables smaller teams to do more, faster
Customer service is an integral part of any business. it’s a means to an end: a way to communicate with your customers and keep them happy.
Customer service tools help agents do more, faster, giving their customers the best possible experience. With more information and control over their support inbox, agents can be more accurate and make the most of their time.
how will the reve chat customer service tool help you?
You need to take into account what your customers think about your product, service and more. In fact, according to a Harvard Business Review report, poor customer service can cost a company anywhere from $5 million to $15 million a year. So it’s no surprise that many companies are beginning to look at tools that provide a more personalized approach to customer service.
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reve chat is a customer service chatbot that allows you to get the most out of your customer support team with live chat, email, phone, website and social media support all in one place.
The platform has an agent panel for real-time updates and monitoring, as well as custom fields for any type of information. With reve chat, your agents can handle the influx of messages from a simple interface, so you can focus on other important tasks in your business. start a free 14-day trial now.
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