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How to Choose the Right Customer Service App

This is the world of online business. To improve the business it is necessary to establish better customer service. These days consumer reviews are significantly impacting the business growth and reputation.

Customer service is a necessary part of every business, but at the same time, it is not easy to establish quality customer service. No matter you have a small business or large enterprise you need to invest time and money in customer service.


How to Choose the Right Customer Service App: eAskme
How to Choose the Right Customer Service App: eAskme

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Thanks to the latest technology, a customer service app are what you need to make things easy.  You need to choose the right customer service app to make your customer service operation successful, and efficient. Better customer service is responsible for retention, loyalty and customer satisfaction.

How to Choose the Right Customer Service App

This "How to Choose the Right Customer Service App" infographic will help you understand how much people can rely on customer service apps.

Click To Enlarge

How to Choose the Right Customer Service App
Via Salesforce


Now, let's understand this How to Choose the Right Customer Service App infographic by Salesforce in detail. 

Why must you have Customer Service App?

Apps are making things easy for everyone. Customer Service app is essential for every business.

You can find a smartphone in the hand of every single person. People not only use smartphone apps to play games or do shopping but also use the apps to connect with the customer service.

Customer relationship is the key to build a business empire.


How to Choose the Right Customer Service App: eAskme


A customer service app makes it easy for your customers to connect with the support team whenever they need it.

A good customer service app makes it easy for a customer to use products, and troubleshoot problems.

Trained agents will help the customer in the best way using the professionally organized customer service app.

Now, you understand why customer service app is important. Let's learn about the features of best customer service app.

Features of Best Customer Service App:

There are certain features that you should consider when choosing the right customer service app.

How to Choose the Right Customer Service App: Customer Service App Features: eAskme

Resolution Workflow Management:

  • Resolution Workflow Management: You need to make sure that app is capable of easy resolution workflow management. It should be easy to release ticket and manage cases. Cases should automatically assign to the dedicated team. The process of providing the resolution should be fast and accurate.
  • Customer Self Service: The app should easily connect the customer with customer self-service and help centers. Self-service will help the customer to resolve the issues with the help of self-service tools. To make self-service useful, it is necessary to provide a clear explanation and resolution.
  • Knowledge Base: People always love to try things on their own. To make self-service options easy and handy for customers your customer service app must have step-by-step content. The content should be easy to find.
  • Add and Update Content: A good customer service app always can manage and add content. This help professionals to help customers by writing articles and guides.
  • Agent Dashboard and User interface: Agent Dashboard and User interface should be user-friendly. It should be straightforward for the agent to understand the dashboard and use it to help customers. The same time it should be easy for the customer to handle the customer service app.
  • Mobile Capabilities: To make the customer service most effective, it is necessary that the customer and agent should connect even from remote locations. It will be great if agents can use the app even when traveling.

Multichannel integration:

Multichannel support is an essential feature of customer service apps. The app should integrate Call support, live chat, emails, Facebook and Twitter. These channels make it easy for the customer to connect with the customer service agent using various channels.

Complex search and queuing:

Search should be natural to refine the results. Agents can receive tickets and assign them to the dedicated team, or the system can be automatic. This will save you a lot of time and money.

Social Media Support:

Call and chat support is not enough. The best customer service app must have social media support. You need to connect with your customer on social media and help those who are waiting. This will also help to turn your business into a brand and build trust. This is too good to boost your social media presence.

Reporting and Analytics:

You cannot just think of gaining trust by proving the solution. You need to do more. You need to find out how well you are at helping your customers and how pleased they are from your service. Customer satisfaction is what you want to achieve. To find out your customer satisfaction ratio, the customer service app must have a reporting and analytics feature.

These are the most important features that you should look in a customer service app to find the right customer service app.

But, You cannot find the best customer service app without asking these questions.

Questions You Should Ask When Choosing a Customer Service App

How to Choose the Right Customer Service App : Questions You Should Ask When Choosing a Customer Service App: eAskme

Now you are ready to choose the customer service app for your business. But your mind will shut down when you look at the hundreds of customer service apps available online.

You may find it difficult to find the best app.

Take help of following questions to find the right customer service app.

Customer Service App Architecture Related Questions:

Now you are ready to choose the customer service app for your business. But your mind will shut down when you look at the hundreds of customer service apps available online.

You may find it difficult to find the best app.

Take help of following questions to find the right customer service app.
  • Access Controls:
Does the app allow you to define user groups and determine permission requirements? For example, front-line users should have different privileges than a customer service manager.
  • Extensibility:
Is the system able to scale according to your needs? Can it adapt to new functionalities or modification to existing functions?
  • Integration:
  1. Can components exchange data and interoperate with existing systems, including productivity applications, your CRM platform, and other software?
  2. Which Platforms integrate well with the app?
  • Client Operating Systems supported:
  1. Which operating system are supported by the app?
  2. Is the app browser-based?

Engagement Methodology and Support Based Questions:

  • Customer Support: 
Does the app vendor provide easy to reach customer support?
  • Data management:
Do the data management function supports integration and data sharing across applications?
  • Implementation support:
Does the vendor provide complete turnkey, on-site implementation and project management support?
  • Training and Documentation:
What training and user documentation and support does the vendor provide to users?
  • Software Updates:
How often does the vendor provide software releases and updates to applications?
  • Single Sign-on:
Can you enable users to securely log in once and be able to access the entire system?
  • Scalability:
Can you scale the number of concurrent users- both agents and customers?

With the help of these question you will find out that the customer service app is right for you or not. It keep you away from low quality apps.

Recommendation:
When it comes to find one of the highly useful help desk software, I always recommend Kayako software. It is all in one customer service help desk software with live chat. The beauty is that you can easily integrate it.

Conclusion:

If you still have some doubt then you should ask for the demo of the app you want to use. Demo of the app will also help you to understand the functionality and usage of the app.

These are the points that you should consider before choosing the right customer service app for your business.

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