5 Essential Tools for Delivering Smart Customer Service
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5 Essential Tools for Delivering Smart Customer Service

September 24, 2015 by Morgan Pulitzer

To be successful today a business must provide excellent customer service. In order to do so, a company must be willing to invest in the proper tools and training that are necessary.

Here are 5 of the top customer service tools that a business should be investing in today:

Call recording software

The preferred method of communication with a business remains the telephone call for many customers today. That’s why a robust call center armed with trained and experienced call center agents is still an important component of any business. Because of the complexities of the modern call center, it’s necessary to invest in call center software. Call recording software records 100% of calls, allowing managers to listen in on calls to ensure quality and compliance.

Speech analytics software

In today’s competitive environment, basic call recording software often isn’t enough. Modern call center software, such as speech analytics, provides a company with key insights that can be used to improve business practices and the customer experience overall. It allows companies to mine hours of call content in minutes to gather market research data.

Call tracking software

Call tracking software provides a wealth of precise information about incoming callers. It captures details including where callers are located, when they are most likely to contact you, and which advertising efforts are the most effective at generating sales. This data can assist customer service representatives as they help callers with the issue they may be facing.

CRM software

Customer relationship management software helps businesses manage customer data. It stores information such as customer preferences, orders, and prior conversations. When a customer gets in touch, all of this data is quickly and easily accessible making the job of customer-facing employees that much easier, which results in a positive customer experience.

Social media

Social media has become a part of most people’s daily lives today. Businesses are not only expected to have social media pages, but the pages should be active and engaging. Social media is increasingly becoming a customer service channel for companies, many of which now have separate social media accounts strictly for customer service issues. Social media channels must be closely monitored in order to handle customer service issues quickly.

Because the customer experience plays such an important role in business success, it’s worthwhile to invest in the right tools that make it easier to provide excellent customer service.

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