Customer care is not an option; it is a necessity for any business that wants to deliver excellent customer service to customers. To retain clients, business needs to deliver the best customer services. As we all known, in the past few years, the competition has increased like anything, and the market is facing many downfalls due to multiple reasons. Therefore, it is necessary for businesses to retain their existing customers.
Using traditional tools cannot help you deliver excellent customer service. Along with the experienced team, you also need to invest in getting the best tools that can empower the customer service campaigns of your business.
In the market, there are hundreds of tools available that claim to back your customer service campaigns. You definitely don’t need all of them. In this article, I will share the top 3 tools that you must use to deliver excellent customer service to your clients.
1. Call center solution
You must use a multichannel call center solution. A multichannel call center solution comes with multiple communication channels. Customers usually use the following modes of communication to reach out to the customer care department of any business nowadays:
· Social media
· Phone calls
· Live chat
The list of communication modes is in a specific order used by the customers from the highest to the lowest. Nowadays, people use social media platforms at utmost to raise their concerns and emails as the last option in a majority of cases.
You can use these modes of communication as a separate channel, too, but it will cause many challenges like:
· Difficulty in tracking all conversations of customers
· Difficulty in monitoring QoS (Quality of Service)
· No option to measure productivity
· Difficulty in handling multiple modes of communication
· And more
Using a multichannel call center solution can resolve all these challenges and help you deliver exceptional customer services.
2. CRM solution
CRM stands for Customer Relationship Management system. It lets businesses manage customer records with great details. It also helps in taking some business actions like sending invoices on-time based on the usage. Having all details about a customer upfront will empower customer care executives to deliver a personalized experience, so customers can feel valued. You can also integrate the CRM solution with your call center software to reduce the struggle of executives to switch back and forth between two solutions. It will also harmonize records in both systems.
3. Technical support ticket solution
If you offer a technical product or service such as a WhatsApp marketing platform or business phone service using an IP PBX solution, then you will need to offer technical support to your customers. If you receive many support requests within a day and each of them cannot be resolved in a single conversation, then you need to track the support request and its status and allow your customers to do the same. The technical support ticket solution, which is also known as an IT help desk ticketing system, can be a great tool to manage all support requests more professionally. It also shows the updates to the customers, so they don’t feel their support requests are lost. This software can also be integrated into the call center solution to streamline operations and records between both solutions.
Author writes on VoIP products like call center solutions, including, virtual call center software, smart call center solution, etc. He also writes on call center integrations like call center CRM integration, call center WhatsApp integration, etc.