Why set up a customer service software for your company?

Captivea France, Célia JAY

A corporation's customer service is at the heart of its organization. Indeed, with a good after-sales service, your customers will be much better able to recommend your products or services. It is also an excellent way to detect cross-selling opportunities or gather feedback as part of a continuous improvement process. Moreover, it is an undeniable competitive advantage: what a joy to be able to boast a customer satisfaction rate of more than 95%! Of course, all this is only possible with a tool worthy of the name... Here are the main reasons to equip yourself with a good customer support management software.

customer satisfaction

Improve and leverage customer satisfaction

Professionalizing customer service management with dedicated software brings many advantages and, first and foremost, an increase in satisfaction, a priority indicator for any company. Indeed, thanks to a centralization of incoming requests, it becomes much easier to track a request, avoid duplication and respond quickly.

It is also possible, and highly recommended, to set up selfcare tools such as FAQs, self-help forums, diagnostic applications, etc. Thanks to them, a first screening is carried out and only the really problematic requests go back to the customer service teams. Everyone wins: customers get a quick and clear answer to their questions and technicians are no longer polluted by recurring questions that are easy to solve themselves.

Improving customer satisfaction is an excellent thing, but accurately measuring it is even better. With good customer service software, tracking this indicator is very easy thanks to the automation of monthly reports, for example. Then, why not capitalize on this great progress by communicating internally to enhance the value of the teams, and of course externally to differentiate yourself from the competition?

Have quality customer data to adjust your strategy

To manage your sales and marketing strategy, and more generally your customer relations as a whole, it is essential to have quality data. However, it is not always easy to compile customer feedback, particularly because of the diversity of incoming channels and the multiplicity of contacts (sales department, marketing department, support technician...). Consolidation reports that provide a 360° view of the customer therefore become a difficult task.

Thanks to a powerful customer service software solution, these problems will be a thing of the past. All customer data is hosted in a single repository. Interactions are tracked: a reply to an email from the marketing department, a call from a sales representative, an open support ticket... Everything is in the customer file.

customer satisfaction
customer service team turnover

Reduce customer service team turnover and improve your organization

One of the recurring problems of Customer Service Managers is team turnover. But why are they all taking off? Can they imagine that the grass is greener elsewhere? What if they're right? The competing company may be equipped with a real customer service management tool that makes their days much more beautiful...

The technicians in charge of collecting requests certainly do not have the simplest workstation. They are in the front line in case of customer dissatisfaction, also face the anger of salespeople when they have bad feedback about after-sales service, have to deal with a lot of requests and much more.

By putting intuitive and ergonomic customer service software in their hands, it will then be very easy for them to automate a large part of the time-consuming and thankless tasks. They will also be able to respond better and faster to customers... which will save them a lot of trouble.

Benefit from additional growth leverage

The last argument we would like to put forward is that these customer support software are additional growth drivers, at a lower cost. Indeed, it is possible to find SaaS customer service management solutions at very attractive prices. Well supported, their deployment takes little time and teams can be up and running quickly. The ROI is therefore extremely interesting.

In addition, these software, through the extraction of data that they allow to realize, are a valuable help to identify possible business opportunities. Reaching new mass markets is now possible with ease thanks to the implementation of selfcare tools. In short, a world of possibilities is at hand!

Benefit from additional growth leverage

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