Choosing the right customer service tool can be difficult. Here are our tips on what to consider when choosing a customer service solution.
Scalable customer service tool
When choosing a customer service tool, it's important that the solution is scalable. Choose a customer service tool that can scale as needed, so that it can handle an increasing number of inquiries and support more agents and teams.
Conversation-driven customer service solution
Zendesk is investing heavily in the conversational format for customer service. One of the benefits of call-driven customer service are that support is perceived as more accessible. The customer service solution is perceived to be more customized to the customer's preferences and it gives a sense that the solution is personalized. This leads to better customer experiences and more satisfied customers.
Omnichannel provides seamless customer experiences
When choosing a customer service software with Omnichannel functionality, customers can choose the channels they want to contact. The channel where the initial inquiry is created does not have to be the same channel where the inquiry is resolved. In this case, it is nice if the agent can handle the enquiries from one and the same place, regardless of the channel in which the case creator responds.
If a customer wants to call in to support to get help quickly, and then continue the dialog by email, this should be entirely up to the person making contact. Zendesk enables customer service across channels, whether it is email, contact form, chat, chatbot, SMS, SoMe or telephony. Omnichannel provides seamless customer experiences for both the customer and the customer service representative.
Customer service agents see all enquiries in one user interface
Should you choose a customer service tool that customer service staff like? Should you choose one where customer service agents sit in one user interface and handle all inquiries in one place. Zendesk offers a user interface where agents handle all inquiries from one place. Here you can also see the customer card, where the customer was when they made contact and previous conversations. If you also have a knowledge base, you have access to articles that answer the inquiry and internal articles that help them troubleshoot. All in one place.
Customer service software that adapts to the customer's language
Whether the call center is global, or you offer support in Norwegian and English, it is an advantage if the language adapts to both the agent and the person contacting you. In Zendesk, the user interface adapts to the language specified in the agent's profile. In addition, all automatic responses, response templates, etc. adapt to the language specified on the case creator's customer card. This way you get a personalized solution, whether you are a customer or an agent.
Customer service software that can be integrated with other systems and tools
Make sure to choose a customer service software that can integrate with other systems and tools you already use, such as CRM, email marketing and project management. Zendesk is a global customer service software used by many companies. Therefore, there are also many great integrations to the software. You can see some of them in the Zendesk Marketplace.
Reporting and analysis
Choose a customer service solution that offers comprehensive reporting and analytics capabilities so you can track agent and team performance, identify trends and improve the customer service experience.
Customer support and documentation
Choose a customer service software that is user-friendly and easy to use for agents and teams so they can focus on resolving customer queries quickly and efficiently. Make sure the customer service tool offers good customer support, including access to documentation, training and technical support.