Keeping your customers happy is one of the ingredients for business success. By providing top-notch customer service, not only will you retain more customers, you’ll also foster loyalty and generate free advocacy through word of mouth.
According to the Nielsen Global Trust in Advertising Report, 83% of online consumers trust recommendations from their peers. Given that regular people typically have 10x more social reach than most companies, focusing on what the online community says is more efficient than beautifying your brand through content.
Below are seven tech support tools you can use to provide better customer service:
1. LiveChat
Surveys show that 79% of customers prefer live chat over other customer service channels. This is mainly because users want immediate solutions to their problems. Additionally, live chat services are conveniently accessible within websites, which means users can get support as they read content. Cue in LiveChat.
As the name suggests, LiveChat allows for the easy installation of live chat functionality to any site. All you need to do is to paste a code to your site or have your web developer do it for you. Once set up, you can customize how you’d like the chat window to appear by picking a theme color, your logo, and preferred language.
2. Freshdesk
Freshdesk is a comprehensive customer support ticketing tool. It allows you to connect with your customers across different channels, including email, phone, and even live chat. It also has advanced features such as time tracking, agent assignment, and automated scenarios.
To setup Freshdesk on your site, make sure your support portal URL points to a subdomain you own (support.yourwebsite.com). Don’t forget to invite other members to your dashboard so you can assign tickets with ease.
3. Avatier
Statistics show that 30% of help desk requests are related to password recovery. This means a huge chunk of your help desk’s work can be addressed by using a password management tool like Avatier’s Password Station. It works by allowing users to reset their own passwords via web browser and phone.
Avatier uses a multi-factor authentication system that requires biometric information, such as fingerprint, voice, and facial recognition. This will allow your customers to securely lock and reset their passwords whenever necessary.
4. Zoho
The best way to treat customers is to give them a voice. Let their insights influence your future decisions and the direction of your brand. Zoho can help you do this with its Survey feature.
With Zoho, you can design professional-looking survey forms using a drag-and-drop interface. You can simply choose from several answer formats such as multiple choice, star rating, and text box without writing a single line of code. For longer surveys, you can also mix different questions with various answer types. Other than launching surveys, you can also use Zoho CRM to manage customer engagements through email, social media, and even in person.
5. GetResponse
If you constantly receive direct enquiries and support requests via email, then you should use an email marketing platform like GetResponse. In addition to a visual email editor, it also allows you to schedule automated messages based on certain conditions – like sending an email, making a purchase, or abandoning a shopping cart.
To create an autoresponder, click Automation > Create a Workflow and complete the interactive tutorial. Leveraging autoresponders allow you to engage your audience as soon as they make direct enquiries. As a result, it will improve the overall customer experience and encourage potential customers to take further action.
6. Sprout Social
Brands today can leverage social media networks to forge direct connections with their online audience. However, staying ahead of social media conversations prove to be a challenge, especially for brands that have a large following. That’s why you need a social media management tool like Sprout Social.
Sprout Social allows you to manage all of your social interactions one by one. In the Messages section, you can mark interactions as “completed” or assign tasks based on what your audience needs. To make sure you answer everyone, set to hide completed interactions or filter messages according to network.
Final Thoughts
With the tools above, you’re now fully equipped to provide excellent service to your customers. The next step is to focus on your agents and ensure they’re making the most out of your software. You might be interested in this guide on using analytics to improve agent performance.
I recommend checking out Deskun (deskun.com), it’s a customer support system inside Gmail. If you run a small business and need to organize support via email, I think this one is very cost-effective comparing to simple software.