Voice Ticketing System
Probably one of the handiest tools any phone support process can implement is the voice ticketing system. With the ability convert all call related queries into tickets that can be assigned based on technicality and priority, you can have speedy and relevant resolutions to customer queries.
Detailed Customer Insights
For customer support processes over the phone, especially in large call center firms, having customer information readily available before you start a conversation is a handy tool. Getting a quick overview of an individual customer overall relation with your business will help provide better, more personalized service. A detailed insight of a customer can include customer preferences, details of the last conversation, additional notes for next conversation, etc.
Recorded Conversations and Analytics
An advanced customer support software records customer interactions in real time, enabling managers and seniors to monitor individual employee performances, through live call recording links. Besides monitoring individual performances, you can monitor, measure, and analyze the performance of the entire team with the help of call graphs. Call graphs include details of the total number of incoming and outgoing calls, how many were attended vs. how many were not, call durations, average response time, average call handling time, tickets created, tickets resolved, tickets pending, and more information that can be customized according to individual business requirements.
Sure you may want all these features but because there are so many it is a good practice to try out a few before making a final decision. While there are softwares that will give you all the above-mentioned features, some may offer extra features like a single window for multiple channels of communication for ease of use, simple set up, integration and implementation. So make a well-informed choice.