In today’s customer-centric world, businesses must ensure their customer service teams are equipped with flexible & powerful customer service tools to do the job right.
Customer service can literally make or break a business. For example. one angry, neglected customer can result in a negative review across multiple platforms. Likewise, one negative review, in turn, can cause a loss of five good customers.
With multiple customer touchpoints, businesses must make use of tools that let their teams provide optimal service on all platforms. Be it on call, via email, social messaging, or even live chats – it follows that customer service must happen at all customer touchpoints.
If your customer service is scattered over multiple channels & platforms – i.e, social media, live chat, emails, calls, etc, you’ll need a customer service tool that gives you the ability to manage all these platforms in an omnichannel experience.
Help Scout is a popular customer service tool that lets teams manage shared inboxes, create and manage knowledgebase, manage live chats and generate reports for team performance.
The key benefit of using Help Scout is its integration with over 50+ platforms. Whether it’s Salesforce, Jira, Hubspot, MailChimp, Shopify to WooCommerce, you can bring all of your channels under one platform.
Starts at $20/user/month
Traditionally, companies use the same phone number on all their marketing communications: website, online ads, billboards, etc.
The problem is when a call comes in, nobody knows which marketing channel or campaign prompted that call. Did they hear of the company through Yelp, an organic Facebook post, in a marketing email, or from the top of a Taxi?
CallRail tells companies which marketing campaign generated which call by cleverly showing different phone numbers in different ads.
Starts from $45 a month/user.
In a world where customer service is traditionally seen as a cost center — yet customers demand faster and better support every day — Support teams must revamp their workflows to harness efficiency while keeping interactions personal.
This is where video communication with Loom comes in!
And while sending your customers videos in the reactive support process is great, building video-first behavior by proactively encouraging your customers to send you videos in the support process is where the real efficiency lies.
Free and then from $8 per month.
Despite the rise of chat tools and instant messaging, email remains a convenient and proactive customer service tool. Yet, companies have been unable to keep track of their email performance.
The modern customer demands almost instant attention. However, statistics show, that companies take on average, 12 hours to respond to an email. Likewise, with 88% of customers expecting a response from your business within 60 minutes, a 12-hour average is not a pleasant experience.
timetoreply is a tool designed to help you manage your team’s email response times. You’ll get reports on the time your sales or service/success agents take to respond to a query, the performance of each agent, and email volumes.
Moreover, the real-time alerts also mean that you can set timetoreply up to alert you about any missed priority emails, or emails waiting on a response.
With timetoreply, you can easily keep track of your team performance while allowing you to get visibility in processes that hinder your teams from doing their best.
Starts at $14/mailbox/month.
Buffer is widely recognized as a social media management tool, but lately, it has also transformed into a powerful social media customer service tool.
The Business tool allows users to Publish, Reply, Analyze engagement from multiple social media accounts. Moreover, with a grid view, you can quickly jump from post to post, be notified of comments that are questions or have negative sentiments, respond to customers instantly, assign tasks to teammates, and much more.
If you’re a B2C business with a highly active social media presence, Buffer is a good tool to start with customer service management.
Free and then from $5/month/per social channel.
In conclusion, customer service is no longer about generic responses. It’s an integrated component of a successful business. If you do not invest in the right tools, you’re neglecting your customers and if that happens – well, your business is losing money by the minute.
Try out timetoreply’s free 15-day trial to improve your teams email performance and responsiveness.
Trusted by high-performing inbound sales teams and customer-facing teams globally.
Close more deals and delight more customers with the faster, smarter, deeper email analytics and performance optimization software that works straight from your team’s inbox.