How Customer Support Management Software Can Make or Break a Business
Customer support management software is an important part of business that many companies are still neglecting. Companies in the U.S. alone lose approximately $75 billion annually because of poor customer service.
We have compiled a list of reasons that can help you understand how choosing the right customer support management software can add value to your business.
What do we mean by customer support management software?
This refers to systems that companies use to organise, track and handle customer complaints and queries. Think of tools like Zendesk, Intercom, and Snags.
Here’s an example:
Let’s say a customer emails your support address to tell you they’ve run into a bug when trying to register for an account on your website. If you’re only using this email address to handle queries, you should be okay for a little while.
Now imagine you’ve got hundreds of emails, all related to bugs on different parts of the website. Just responding to these will take longer than customers are willing to wait.
With the right software on the other hand, you’ll be able to create a ticket for each complaint, allowing you to label and organise each issue to make them easier to solve.
The importance of customer support management software
From a business’ perspective, customer support management software might be an uncomfortable addition. It can cost a lot of money and will lead to the use of resources that are otherwise not required by the business.
From a customer’s perspective, any business that provides good customer service is a business worth investing in.
The benefits of customer support management software in a nutshell:
- Attracts customers and builds loyalty.
- Convinces customers to pay more for an existing service.
- Helps to create and maintain a good brand image.
Customer stay longer and pay more
A lot of businesses spend a fortune on ads to attract new customers but rarely spend as much on existing customers. By using the right software to provide good customer service, businesses can benefit from the word of mouth of their existing users in attracting new ones.
Good software helps to retain customers by showing them that they can trust issues to be dealt with promptly when they arise.
Take the example of Apple, the world’s first trillion-dollar giant. Apple products are relatively expensive and can cost a fortune to repair. But people still buy these products. This is because of the brand and customer service, even though similar products with the same performance are considerably cheaper.
Customers know that Apple products will receive updates for half a decade, and they can take their product to dedicated Genius centers if they run into any issues.
The better your customer support management software, the better your customer service, and the more your customers will be willing to pay.
Improving public image
An estimated 1.92 billion people worldwide purchase goods through the internet in 2019. For various reasons, customers are often willing to review a product after they have used it.
It’s no surprise that products with higher ratings are often from the companies that offer better customer support. These companies use software to quicken the process, reducing the resources required exponentially. Better ratings improve your public image and considerably increases brand loyalty.
If you want to grow as a business, we suggest focusing not only on your products but also on your after-services, such as your customer support management software. Even if you don’t have the resources to hire a full service team, investing in a software for your business is a good start.