It is a common misconception that startup firms do not require a customer support department because of the current scale or size of the business. The reason is because startups deal with a small customer base as compared to large-scale firms. However, this is far from the truth. Having a small customer base does not change the fact that your customers will eventually want support for your product or service. Its better to be prepared for the worst than to find yourself in a situation where you don’t know which direction to turn. So let’s take a look at how startup firms can benefit from customer support software.
Customer support through social media
It is a norm for all businesses to be present and active on the various social media platforms that are out there. This is to provide a certain level of convenience for your customers to reach you. However, if you had to keep track of all the different channels, it would be a tedious and time-consuming task. This is where customer support software comes into picture. Most have features like social media support, real-time customer support, etc. That brings together different communication channels into one window. For startups, this is beneficial as it helps save the cost of setting up an entire customer support department.
Your customer interaction organized
Having to manage the records of hundreds or even thousands of customers can be tedious, especially if it has to be done manually. A beneficial feature of customer support software is ticketing system that automatically generates a ticket for every new customer that your business interacts with, saving his or her details and records on system automatically.
Reduce your response time
Customer support software also ensures that none of your customers ever go unanswered. Any query that cannot be attended to immediately will be escalated to a member of a higher within a set time frame, ensuring a guaranteed response and reducing customer response time.
A safe place for your data
All businesses have the risk of loosing data, if not transferred to cloud-storage. With all company data backed up on the cloud, it can be accessed by any of the company’s employees at any time of the day, no matter where they are. And the best part is, it can be accessed from the convenience of your Smart-phone or tablet PC, in-case you don’t have access to a laptop or computer. This is beneficial when you or any of your employees need to pull up a specific customers information, you wont need to go through hundred’s of files, since with the help of a smart ticket management system you can pull up all the required details of any customer instantaneously.
Automate standardized processes
When customers approach a business with a query, feedback, complaint or any other form of communication, it is essential to acknowledge and respond in a timely manner. Even if you are not able to provide an answer or solution immediately, it is important to let them know that you will get back to them shortly. This can become monotonous for the employee that has to manually type these responses. Instead, you can set up automated responses for customers to save time and let your workforce focus on maximizing productivity.