Having the right customer service software in place is key to delivering an exceptional customer experience (CX) that creates repeat customers. According to a recent report by GlobalWebIndex, 60% of internet users say bad customer service negatively affects purchasing decisions.
Whether you’re looking for customer service software for a call center or your growing business, choosing a solution can be tough because there are so many options and types.
Ultimately, there's no one-size-fits-all solution, but there are several essential customer service capabilities that will not only help deliver great service, but also upsell existing clients, effectively nurture leads, and drive customer loyalty and satisfaction.
Here are five customer service software solutions to look out for.
Customer service is all about relationships. And a CRM system helps you develop and manage those relationships. CRM software collects current customer data as well as prospect information into a single database, then identifies sales opportunities, manages marketing activities, personalizes communications, and tracks service issues.
CRM provides everyone in your business—customer service, sales, marketing, and more—visibility into any customer profile. This helps improve collaboration across the entire business, assist sales and service teams to provide better customer support, and even improve products and services thanks to the data a CRM system captures.
Chat is an easy, convenient way for customers and service agents—human or digital—to connect online. Like a text message, a chat window pops up on your website or mobile app and invites customers to interact. It allows customers to quickly get questions answered and issues resolved.
There are two types of chat technology—live chat, where human service agents communicate with customers in real time, and chatbots, which use artificial intelligence (AI) to understand, analyze, and respond to customer questions.
A knowledge base—a collection of documents and information—is a cost-effective way to help customers quickly find answers to questions or issues. Knowledge bases typically include frequently asked questions, how-to guides, and troubleshooting instructions.
Knowledge base software organizes the information in a searchable format so customers can easily find what they’re looking for, freeing up employees’ time so they can focus on customers requiring a higher level of service.
This type of software lets customers request support and helps customer service teams stay organized, so issues are quickly resolved. Help desk solutions are ideal for companies that produce software or other products requiring a lot of customer support.
Once a customer contacts the help desk, the customer service system generates a support ticket, associates it with the customer’s history, and assigns it to a customer service agent. Once the issue is resolved, the agent contacts the customer via their preferred communication channel.
More than just an inbox, a shared inbox is a space where customer service agents can access the same emails and work together responding to questions and issues. The results? Organized teams, answered emails, and happy customers.
Every interaction with a customer is an opportunity to grow your business. Let Oracle help you implement the right customer service software to ensure unprecedented customer service and a superior customer experience.
See our customer service software in action! Learn more about how Oracle Service can help improve customer service, build customer loyalty, and drive revenue with the quick self-guided product tour below.
Beth Perry is a Senior Content Marketing Manager for Oracle Advertising and CX.