How cloud software can better the customer service experience

Using cloud-based customer service software can lead to faster response times and a decrease in internal effort when dealing with customer support

Customers value their time and expect companies to do the same. In fact, 77 per cent of people agree that an effective indicator of good service is when a company values their time, according to a report by Forrester. Using cloud-based customer service software can lead to faster response times and a decrease in internal effort when dealing with customer support.

Each of these efforts has positive effect of increasing long-term customer retention rates and revenue. Some cloud applications even allow business owners to increase social interaction between your company and customers by streamlining the connection between social media and customer management software. Here are four ways you can use cloud based software to enhance customer experience.

Use help desk platforms to help manage support tickets

Using help desk platforms like Zendesk,, and many others makes your customer support team more effective. It allows them to eliminate tedious manual tasks, organize information better and streamline workflows. But one of the biggest benefits that these platforms provide is an easy-to-use and robust support ticket system. Typically, when the support ticket feature allows users to:

  • Give you and your team a single portal to create tickets, check their status and close them
  • Keep track of support statuses (which tickets have been completed and which are still pending)
  • Auto-sign tickets to the right agents based on certain criteria
  • Allow users to prioritize tickets based on level of importance
  • Analyze metrics, such as ticket resolution times, to know which areas to improve

Integrate your VoIP with CRM solutions like Salesforce

Thousands of businesses use Salesforce to manage customer relationships. However, there are certain ways to give already-existing solutions a boost. Using Salesforce with your VoIP helps your support team resolve issues faster and minimize customer frustrations in the process.

A good CRM/VoIP integration does the following:

  • Provides your customer support agents with customer information the moment a call is placed
  • Captures the necessary call data automatically, such as time of call, length of call, participants and device used
  • Provides metrics that allow managers to improve customer service (calls placed, missed, answered and unanswered, solved or unsolved)
  • Provides companies with better insight into the nature of the calls using closed looped analytics

Use Live Chat for Instant Support

Companies that provide technology products to their customers, especially in the IT industry, need a faster way for their customers to reach their support team when they encounter an issue. For this reason, it’s best to use platforms like LiveDesk to offer customers a live chat option that allows instant feedback (this is difficult to achieve with automated email forms).

With this kind of instant support, there is real-time interaction between the customer and support team, which provides customers with immediate responses and an authentic interaction that no automated system can provide. The support team can also multitask and deal with multiple live customers, search for solutions, and create and track support tickets. They can also log the entire chat session and access it anytime to help other customers with similar problems.

Use Project Management software to track feature requests from customers

Allowing customers to request features to solve problems that are preventing them from fully enjoying your product or service is a great way to them make them feel valued. These are the people that are using your product: they deserve to have a say in what they believe can enhance their user experience, and you demonstrate your care for them when you include them in this process. You’ll need good project management software to track these feature requests.

You can use project management software like Asana, Receptive, or Basecamp. Each allows you to collect and manage feature requests. Easily filter, organize, prioritize, and track the status of feature requests to avoid building a backlog. You can also set your system up to allow customers to track the status of their request and can send automatic emails to update them.

This content is a joint venture between Troy Media and our partner. Troy Media does not endorse any product or service in the article.

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