Tuesday, November 20, 2018

4 Helpful Customer Service Tools for Small Businesses

Customer satisfaction is essential to the success of any business. If a customer is unhappy with your product or service, it’s important there is someone in your business who can resolve their issue. This not only helps you maintain a good public image, but it also shows you where you’re going wrong and improves the business moving forward.

If you run a small business, you need a customer service tool that’s affordable, efficient, and comprehensive enough to cover everything in one software suite. Changing to or utilizing a new piece of software involves a bit of hard work, including support staff training and data migration. That’s why we’ve compiled a list of four great customer service tools for your small business, ensuring that no matter what software you choose, you can rest assured that it will be worth the investment.customer service tools for small business

Salesforce Service Cloud

Salesforce calls their software the “#1 customer service application,” which is why it’s first on many lists - and for good reason. This software is powered by Artificial Intelligence, which helps provide a more personalized customer experience. It also allows the software to interpret and make use of the data it’s provided. AI capabilities extend to the chatbots, which cleverly collect case information before engaging with customers. This significantly decreases the time it takes to resolve each case. You can make calls within the Service Cloud console, which allows agents to view information on each customer during the call, helping them resolve cases more efficiently.

JitBit Helpdesk

Jitbit’s software is a ticketing system for your business that offers your choice of an affordable self-hosted version and a SAAS version that runs in the cloud, eliminating the need for costly installation procedures. Powerful email integration ensures that every received email is immediately turned into a ticket and sent through the system.A knowledge baseis included in the software, allowing you to update information about your business to help agents resolve cases faster. Tickets can be categorized, tagged and assigned to your liking. Integration with Windows, MS Exchange, JIRA and countless other apps helps you quickly migrate existing data into your new software.

Freshdesk

This somewhat newer software has quickly become the first choice for many businesses when it comes to customer service tools. The clean, modern user interface is loaded with powerful features. Ticket management is made easier through social media integration, allowing customers to interact with your business through more than just email.To make it more fun for your staff, Freshdeskhas “gamified” their system. Agents can earn points and unlock rewards for their hard work. Statistics reports come standard, providing information on when tickets come in most often and how your reps work throughout the day.

Groove

Groove is also a fairly new piece of software, but its fresh take on customer service tools has helped it rise up through the rankings. It’s great for small businesses, as the one and only plan is affordable and offers unlimited access to every feature. The user interface is not only beautiful to look at, but also extremely flexible and cleverly designed. Messaging and ticketing features come standard, along with several add-ons such as such as additional app integration and chat widgets. It works with most email software and also features a free knowledgebase feature. A free 30-day trial is available for you to see if this suite is right for your business.

Conclusion

Integrating a customer service tool into your company takes some time and its impact on your finances will be noticed. This is why it’s important to do your research and ensure that your choice is the most suitable for your small business. In the end, your customers will be happy, and it will all be worth it.

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