Eight Amazing Tools to Speed Up Customer Support

Let’s face it. Your time and energy as a support agent are limited, and customers with more questions stand in a virtual queue day after day. Is it time to give up and resign yourself to receiving a series of complaints? Not necessarily!
If you see that your support team fails to perform their tasks on time, it’s time to speed up their work. Learn how to significantly accelerate and improve your customer support with these eight innovative and proven customer service tools. You can be quicker, stay one step ahead of your customers, and make them happy like never before.

1. Automated help desk

In the previous lesson on the three ticket assignment strategies, I explained what a ticket is and what actions you can take with it. You can do all these fantastic ticketing activities in help desk ticketing software. Meet Inga, Head of HelpDesk, who will tell you more about ticket management and automating your workflow with this tool.

Get more loyal customers

A simple ticketing system for a team like yours. Manage all your customer messages in one place.

  • Have one shared dashboard with all your customer messages as manageable tickets.
  • Give your tickets a clear priority. In HelpDesk, you have a choice of four ticket priorities.
  • Set status for tickets. Statuses show you the communication flow and the ticket resolution progress.
  • Add descriptive tags to categorize and characterize customer cases.
  • Create custom and shared views from filtered tickets.
  • Assign the customer ticket to the responsible person and team.
  • Handle requests quickly with easy-to-configure automated workflows.
  • Use canned responses, which are pre-built message templates you can use when talking to the customer.
  • Track your performance with robust reporting and filtering.

2. Live chat

Having live chat on your website means that on-site visitors can send questions and receive answers in real time. Messages and attachments are exchanged between the company and the customer in the blink of an eye. Grzegorz, Head of Support, will explain how customer service chat software can engage customers on your website and turn them into fans of your brand.

3. Web call

Another customer service tool that is sure to speed up your customer service is web calling. Web calls combined with live chat are a real boost to customer interaction.

When are web calls most useful?

While analyzing how businesses use the SnapCall integration for LiveChat, I noticed that web calls were the most useful in these cases:

  • Explaining difficult matters.
  • Sharing confidential information.
  • Serving a specific customer segment.

4. Chatbot

Chatbots are the next amazing customer service tool. Customers expect brands to respond to their issues immediately.

5. Internal knowledge base

Your time-strapped customers won’t wait hours for you to reply in today’s ever-busy world.

6. Self-service portals

Some of your customers want to be self-sufficient, take care of their own business, and control the processes they’re involved in.

7. SMS text support

SMS customer service is the virtual support provided by a company to a customer through text messages.

8. Customer Success Management

A customer success strategy anticipates and solves potential customer issues, needs, or questions before they actually arise.

9. Community forum

An online community is a digital place intended for customers. It gives them a chance to get answers to their mind-boggling concerns directly from your company’s experts or other users.

Summary

As a final thought, customer service actions can be improved with tailored customer service software. Take advantage of the free sign-ups and trial periods to try the customer service tools I briefly described earlier.