Customer service has made substantial strides in recent years to help businesses deliver better service than ever before. The usage of software to make it more efficient is on the rise as it stores all your customer support information in a central database, making tracking and measuring easier. All of this aims to improve your customer's experience and encourage their engagement with your brand. If you're on the fence about using one, you may want to know more about how Omnichannel Support software can make a difference to your business. Find out how ticketing software can improve your customer engagement in this blog.
1. Streamline the Process
A customer who contacts your support team wants an immediate response. Here, Omnichannel Support software can make a primary difference over tedious and time-consuming manual procedures. Team leaders can set ticket priorities, consolidate similar issues, and develop templates for Chat Bot responses. Automating the answer to common questions reduces gridlock, allows your team to focus on more complex cases, and increases customer engagement. Make the support process more efficient and resolve tickets more quickly and accurately to improve customer satisfaction.
2. Always Keep Your Customers Updated
Your support team is often asked how rapidly they can assist your customers, which used to involve tense phone conversations asking for immediate solutions. Customers nowadays can quickly be informed of the status of their tickets thanks to Omnichannel Support software. A live chat feature or email updates have been beneficial for keeping customers informed quickly. It may seem insignificant to you, but a small effort can make a lasting impression on a customer, making them more likely to return.
3. Be Where Your Customers Are
Customers can access your business from anywhere and approach you in many ways. Is your company capable of providing support and experience across multiple channels? Omnichannel Support software allows you to mitigate complaints while allowing customers to reach out to your support team from anywhere, no matter where they are so that communication barriers can be avoided. Omnichannel Support software eliminates the need to funnel customers between two or more channels, which is confusing. Whatever channels the customer chooses to contact your support team, including phone, social media, email, and live chat, will be a seamless experience.
Final Thoughts
Bringing the experience together through Omnichannel.
Avoid the legacy customer support and CRM systems that run in silos and have been divided into different systems to organize information. If your team does not have centralized data, they will have to hunt through old tickets and files to find what had been done, which is both time-consuming and frustrating. Through Omnichannel Support software, your team has easy access to all the simple bits of information that help them understand more about customer issues.
Our DSM 2.0+ Omnichannel Support (powered by Zendesk) provides seamless communication between your customers and team across chats, messages, and support tickets. There is the option of integrating e-commerce, CRM, and ERP so that the customer experience is brought together.
If you'd rather get started immediately (without any integration), you can use Zendesk Suite (Support, Chat, Talk & Guide). Zooloo is a Zendesk partner, which means we can help you with everything from sales to consulting, implementation support and integration. Please contact us at sales@zooloo.asia.
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Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
