What is a customer support software?

A simple look at what a helpdesk software is and how it can help your business

What is a customer support software?

Let’s say you are an e-commerce site and you sell your products online. Your customers probably reach out to you for help all day with questions about how to use your products, how to get a refund, regarding shipping and other charges, when they can expect their order to get delivered and so on. They may not just email you but also reach out on Twitter and Facebook. Sometimes, they may call you directly or just prefer to chat on your website. Whatever be the mode of communication, they expect you to be there and they expect you to have a response to their questions. If a customer talks to you on the phone and later reaches out on Twitter regarding the same issue, they expect you to connect the dots and have the answer ready. That’s where a customer support software (also known as a helpdesk software) comes in.

For example, if you are an e-commerce provider, you will be able to store all these incoming queries from multiple channels in one place, identify how to respond to each customer, categorize and prioritize their problems and then respond as necessary.

A quick look at how online customer support software can help you

Ease of Use

With a customer support software, your agents can reply to emails, answer customer calls and chat with customers from one place. You don’t have to juggle between various tools and logins.

Better Communication

Communication is easier and answers are better when you have more context. You can always access past interactions with any customer on any channel from a single, unified customer database.

Stronger Collaborationn

An online customer support software helps your team collaborate efficiently. Cloud-based helpdesk software can increase visibility of who is handling a ticket, who has already responded to a customer and which tickets still need answering.

Analyze Team Performance

Find out if your teams’ responses are fast and accurate enough. Learn how good your team is at helping customers with their problems. A good B2B helpdesk software will provide the data you need to improve your team’s performance.

Increases support efficiency

A helpdesk software can help automate most support processes. You can dedicate all of your team’s efforts towards tackling the customer’s problems instead of figuring out paperwork and maintenance.

Improved Customer Loyalty

With a helpdesk software streamlining your customer support process, it is easier to make customers happier. Happier customers are customers who will keep returning to your business, increasing their loyalty to your brand.


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