Customer Support Software: Get to know its fundamental tools
Most existing companies, regardless of whether they are in the IT sector or not, should offer good customer support. There are two ways to provide support, on the one hand the face-to-face support and on the other hand the remote support. Each one has its advantages and disadvantages. In the case of on-site support, the technician is in the same physical space as the customer and is able to fix the hardware or software from there. It is always more personal, but when there are many incidents it can slow down, causing employees to be overburdened and customers to be unsatisfied, especially when it comes to waiting time. In addition, if we have customers all over our country, it is almost impossible to offer face-to-face support, and good remote support software is required.
Finding good customer support software is not as easy as it sounds. There are many options, with different prices and very different tools. Each one of them is designed for a specific type of audience, and therefore, they might or might not fit in our companies. Today we are going to analyze the fundamental points in order to offer a good customer service as well as the tools that Integria IMS offers in order to improve our work, time, productivity and management skills.
Integria IMS is a help desk software with many tools and technological resources, paying great attention to human resources.
Key points in customer service:
When offering good technical support, there are three points that must always be considered:
- Immediate attention
The idea is to address the issue in the best possible way, while using the resources available while trying to save costs.
But what is the best way to ensure this?
The easiest way is to have a tool that can provide personalized support and is also able to solve problems as quickly as possible. So far, e-mail, telephone and a notebook have been used. However, times are changing, and since we do not use stones to light a fire, we need good customer support software to work even faster, in a customized way and with good organization.
This must have four main tools that work together perfectly:
- One of the most useful ways to manage incidents is with the well-known ticketing, or ticket management. It allows you to create, track and view tickets in a simple way, improving customer service with proper tracking. Most of the softwares that have the ticketing feature develop this idea in a very similar way, the new ticket is created, it reaches the team and the interaction between them begins in order to solve the problem.
Many tools do this “ticketing” thing, but Integria IMS goes even further. It has many features to improve the user experience, but one of them is as simple as sending an automatic email to the customer. This message will indicate the nature of the issue, how long it will take and who is working on it. This conveys a sense of peace of mind to the user, and improves the user’s overall perception of the company.
- Good customer support software should have features like this, but it is also important that you have a good project manager. Something that some applications do not have. This includes a clear definition of each person’s role, the costs of each project and the time that will be spent on each issue.
On many platforms, creating a project can be really complicated and even impossible. With Integria IMS, creating a project is very simple, but since a picture is worth a thousand words, I will briefly explain how it is done.
In the menu, choose “create project”:
Once we have created and filled in the gaps that we are interested in. A new menu will pop up, from which we will control everything related to our project.
And that’s it, simple, right? Well, adding a task is just as easy. We just have to select “task planning” and then start defining the task, including the people who will be working on the project, the costs, the start and end date of the project, etc.
- You should also have a good inventory, which replaces spreadsheets, so you can see what assets your business has and what their condition is. Thus we can have complete control of our assets by recording everything that is necessary, including the operations (purchase, sale, transformations, etc.).
Here, the focus is on stock control and the ability to generate clear reports whenever needed. Regarding stock alerts, tools such as Integria IMS, will notify us if any product does not work properly, is out of stock or is about to do so. Integria IMS can also create customized reports depending on the person who needs to read the information automatically, since not everyone needs the same information.
- Last but not least, another of the key points that customer support software must have is customer management or CRM. It is essential to know which company is related to each invoice, as well as the contracts, who we can contact, etc. It is important to make sure that your CRM is linked to the ticket system, in order to personalize each case, understanding which person, which company and which problem they have.
Before deciding on customer support software, make sure the chosen helpdesk has these three points. You should also make sure that they all work properly and therefore will make your work easier rather than overwhelming.
Have we left out any tools that all customer support software should have? Well, we encourage you to tell us more about the things that good software like Integria IMS should have in the comments section down below with your simple and honest opinion.
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Thank you very much!
Alberto is one of the translators of Integria IMS. He is also a singer-songwriter and he also can play the guitar and the piano.