Customer Service Software FAQs
What is customer service software?
Customer service software tracks and assesses the quality of customer interactions and support services to help organizations improve processes and increase customer satisfaction. These systems allow customer service representatives to efficiently document, track, and resolve customer complaints, while monitoring their overall performance to help improve how they interact with customers.
How much does customer service software cost?
Customer service systems vary in cost depending on the number of software features included and number of agents accessing the software. Customer service software is available as a standalone system or as part of a CRM suite or enterprise application, such as inventory or sales force automation systems. Visit our customer service software directory for features and pricing information on various customer service software options.
What are some common customer service software features?
Some common customer service software features are knowledge base, customer self-service (customer portals for access to documentation, searchable FAQs, how-to pages), multi-channel management (customer interactions through different channels such as email, social media, web, and mobile app), and analytics and reporting.
What are the benefits of using customer service software?
Customer service software increases customer satisfaction, streamlines customer requests, and improves customer support processes. Providing customer self-service options (such as documentation, searchable FAQs, and a knowledge base) allows customers to easily find solutions to common questions. This reduces the time required to resolve issues so that agents can address and prioritize other incoming and outstanding customer requests. Customer service solutions also provide reporting and analytics on processes and interactions so that organizations have a better understanding of how and where to make improvements to further increase customer satisfaction and agent productivity.
Are there free customer service software options?
We have not found any full-featured free or open source customer service software options. However, solutions such as Salsesforce.com Service Cloud and FreshDesk offer free versions of their software with limitations on the number of users and features available for use. Other solutions such as Zoho Desk and Zendesk offer free trials to test out the software.
- Full Customer Service Software List