Customer Service Software

Good service is at the heart of any successful business. Deliver the best experiences with a cloud customer service solution.

Our Customer Service Software offer

Customers increasingly expect good service, at any time and through any channel. With customer service software you can exceed their expectations with 24/7/365 self-serve and access to support agents through a myriad of channels, all from a single platform.

Our independent cloud services can help you on the path to happy customers.

Ready to create great customer experiences with the right technology for your need?

Customer Service Software Capabilities

  • Help Portal – Create an online help portal to put all your customer service capabilities at the customer’s fingertips. A smart knowledge base for self-serve and access to a variety of customer engagement channels.
  • Omnichannel Ready – Provide a consistent contact experience for customers with seamless transfer across any channel. Includes support for voice, email/webforms, webchat, social and many more.
  • Ticketing System – A central hub for all your customer questions, requests, and issues. Creates a prioritised queue for support agents to work through and view a customer’s service history.
  • Knowledge Base – Knowledge management software for publishing articles and content to both support agents and customers via a help portal; ensures everyone has the right information when they need it.
  • Community Forums – Create an online space for customers to collaborate with your business and with each other.
  • Reporting and Analytics – Dashboards, reports and analytics provides a real-time view of how your service centre is performing, providing insights into customer service engagement.

Benefits of Customer Service Software

Benefits of cloud Customer Service Software:

  • Improved productivity
  • Easy for customers
  • Customers can self-serve
  • Improved customer engagement
  • Customer retention
  • Enhanced brand reputation
  • Proactive management

FAQs

Customer service software is a centralised system for capturing and resolving customer queries across many channels. Where contact centre as a service (CCaaS) solutions typically extend their capabilities out from voice, customer service software specialises in self-serve and online channels, sometimes also offering voice.
If you know you want to deliver great customer service but aren’t sure which technology to use, we can help.
The best Customer Service Software for you will depend on your use case. The channels that you want to offer, the complexity of your help portal and integration needs will all influence the decision.
We can work with you to determine your specific needs and identify the right Customer Service Software for you.
The cost of customer service software, like any cloud service, needs to account for the subscription, implementation and support costs needed. Many of the leading providers offer tiered subscriptions that allow you to scale as your needs grow, with prices from as little as £40/agent/month and up to £80/agent/month, increasing for more advanced functionality.
We can help you choose the right solution for your needs and estimate the total cost of ownership (TCO).
The speed of implementation for a Customer Service Software solution will depend on your use case, integration and complexity of requirements. A basic service with minimal configuration can be up and running in just a few days, however, those with heavy configuration and integration requirements can take 2 months or more.
For an estimation against your requirements, get in touch.
There are many benefits to cloud that make it the ideal platform for customer service software: a subscription model that scales as you grow, no infrastructure management overheads, constant innovation of features and speed to go-live. There are few use cases where on-premise makes sense.
Get in touch with us for more information and to discuss your specific needs.

Still have questions?

Get in touch – we can help!

Ready to start your customer experience transformation journey?

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