What is customer service software?

Is customer service software different from customer support software? No; they’re actually the same thing. Some organizations may make a distinction between the two, but in practice both customer service and customer support software fulfill the same role: to help you manage support and service requests from a single, central location.

Customer service and support tools may take many forms. Customer service case-management systems, online forums, automated call-back systems—each are designed to improve the customer-support experience. That said, most customer service tools fall into at least one of the following categories:

VoIP (Voice over Internet Protocol)
Voice over Internet Protocol (VoIP) is a crucial element in customer service software, offering a range of capabilities that enhance communication and efficiency. With VoIP, businesses can leverage advanced call routing, recording, and monitoring features to ensure calls are directed to the right agents, track and review customer interactions, and monitor call quality for continuous improvement. VoIP also plays a significant role in call metrics and analytics, providing valuable insights into call volume, wait times, call duration, and customer satisfaction. Additionally, VoIP 'click to call' functionality simplifies the customer experience by allowing instant connections with a single click. Integration of VoIP with customer relationship management (CRM) systems further enhances customer service software.

Phone support tools
While the advent of digital communication technologies has given rise to a number of internet-based support channels, the telephone remains one of the most widely used methods for contacting customer support. Phone-support tools, such as call-center software, allow agents to effectively organize and address multiple support cases at once, routing calls to properly skilled agents, automating certain tasks, and still providing knowledgeable, personalized service. Computer telephony integration (CTI) tools are also valuable. CTI makes relevant customer information immediately available to call-support agents, supporting inbound and outbound calls and integrating with existing platforms.

Automated agents
Artificial Intelligence (AI) and automation have the potential to significantly improve customer support, by resolving customer issues and providing solutions, without always having to involve a human agent. Automated agents can free up support personnel from basic support requests, leading to improved agent productivity and faster issue remediation. At the same time, AI can assist human agents by employing predictive routing to ensure that the right interactions are being sent to the agent who is best suited (and currently available) to handle the task.Whether supporting agents through intelligent routing or handling tasks autonimously to give agents more bandwidth for strategic activities, AI and automation are revolutionizing customer serivce software.

Customer relationship management (CRM)
A logical extension of the shared inbox, CRM functions more as a database of customer information. Agents use CRM software to organize and recall data associated with customers and their history, providing a more consistent and informed service.

Case management software
Case management is often integrated with CRM and shares similar objectives. However, case management focuses more on the cases, or support requests, themselves. Agents can create cases and access all relevant information from a single platform.

Workflow software
Taking automation further, workflow software integrates across disparate systems, routes cases and tasks to the right teams, and automates entire, multi-stage business processes. Workflows optimize customer service interactions and help organizations achieve better, more consistent business outcomes.

Self-service software
Rather than wait on hold for customer support agents—or even automated agents—many customers prefer to look for solutions on their own. Self-service portals are designed to provide customers with access to a searchable knowledge base and other resources a customer can use as an alternative to traditional support requests.

Customer service software streamlines and enhances communication between businesses and their customers, enabling efficient issue resolution and improved customer satisfaction. However, with numerous CSM options available, choosing the right solution can be a daunting task. To help you make an informed decision, consider the following important factors:

• Training Support
  Implementing new software requires training your support team to effectively utilize its features. Look for a customer service software provider that offers comprehensive training resources, including documentation, tutorials, and webinars. Inquire about the availability of ongoing support options to address any questions or issues that may arise during (or after) the implementation process.
• Provided contact options
  Effective customer service means being available when and where your customers need you. As such, you should consider the various contact options the customer service software offers. It should provide a range of channels for customers when they want to reach out (such as phone, email, live chat, and social media integration). Additionally, the software should allow for easy integration with your existing communication platforms to ensure seamless interactions with customers across different channels.
• Scalability
  As your business grows, so will your customer service requirements. It is essential to choose software that can scale along with your business. Look for solutions that offer flexible pricing plans and can accommodate your evolving needs without major disruptions. Scalable customer service software ensures that your customer support operations can adapt to changes in your customer base and business demands.
• Software limitations
  Even the best software solutions have their limitations, so it's crucial to understand what the customer service software can and cannot do. Evaluate the software's functionalities and features against your specific requirements. Consider factors such as ticket management, automation capabilities, reporting and analytics, customization options, and integration capabilities with other business tools you rely on.
• Collaboration options
  Customer service is a team sport; effective collaboration is vital for coordinating responses and ensuring a consistent customer experience. Look for software that facilitates collaboration among your customer service team members. Features like shared inboxes, internal communication tools, task management, and knowledge base sharing can greatly enhance teamwork, improve efficiency, and reduce the amount of effort your customers have to invest when interacting with your organization.
• Price
  Determine your budget and evaluate the cost-effectiveness of the customer service software options available. Look for software that offers a balance between affordability and the features that align with your business needs. That said, be aware that while cost can be a major determining factor, it should not be the only consideration. A powerful CSM that costs more upfront may be an investment capable of more than paying for itself in a short amount of time.