If you are still caught up in the mindset that delivering top-notch product or service should be your business’ overarching objective, think again. A sweeping tide of changes in customer attitude has seen them become loyal to businesses that provide excellent customer experience rather than to businesses that provide outstanding products or services. As jolting as this new paradigm shift seems, it is only one of several reasons why you should keep a close tab on what’s keeping the leading customer support software vendors busy to push your business above the crowd and on a rock-solid growth path ahead. To help you gain a deeper insight on this topic without expending an excessive amount of time and resources, we gathered our experts to bring to your attention key trends and statistics on customer support software and other customer support software facts that should matter to your business now and in the future.
The customer support software market size has never looked better than now, a far cry from just a few decades ago when companies hardly had separate and dedicated departments to focus on the needs of customers. Getting from zero to billions is quite the feat, made more impressive by leading businesses to a new era. And as AI, chatbots, interactive videos, machine learning and the Internet of Things are poised to take the business world by storm, expect customer support software, especially the cloud-hosted varieties, to be there.
Dealing with upset customers%
Not enough time in the day%
Organization and follow up%
Prioritization of customer questions%
Reporting to upper management%
Source: HubspotDesigned by
While customer support software market share has reached these landmark milestones, it helps to understand that it got there with help from other tools. One of these is the emergence of powerful business intelligence tools to help mine key insights from mounting customer support software big data.
The advent of widespread internet has allowed customers to speak their mind about businesses that consistently give them awful customer experience—something that they could have easily avoided by investing in a capable customer experience management tools. Their preferred methods of getting back at these awful businesses are voting through their wallets, moving their businesses to competitors and posting their painful experiences on Facebook, Twitter and other social media channels. If you don’t want to be on the crosshair of angry customers venting their ire on your business, learn from the following customer support software research findings:
Extensive customer support software research in recent years reveal how global businesses and customers respond to constantly changing business landscapes. The emergence of powerful technologies, for example, has made aggressive consumer advocates for better customer experience. Companies that address consumer concerns are reaping massive tangible rewards, with many of them leading businesses to a new age. An investment in a full-featured help desk tool, for example, can go a long way in this direction. This compilation of customer support software statistics shows how your business stands to gain in specific terms from implementing a customer support-oriented approach throughout your organization.
Customers shared bad experiences with others
Customers stopped buying from a business because a competitor offered a better experience
Customers shared good experience with others
Customers willing to pay more for a great experience
Source: Salesforce ReseachDesigned by
With multiple avenues available for businesses to improve how they deal with their customers, it follows that the same customers expect businesses to employ any mix of these avenues to gain traction in their own markets. Businesses who are ready to attune their ears to these customer expectations and act accordingly are amply rewarded, foremost of which are customers who remain loyal to their brand for a long time. If you find yourself needing help in meeting these customer expectations, consider investing in any of the leading customer support solutions.
The hottest buzzwords in computing today are artificial intelligence, chatbots, robotic process automation and the application of customer support software big data. Promises of tremendous rewards in these technologies find businesses out-muscling each other in acquiring or merging with RPA startups, for example, or starting their own initiatives. Do all of these mean anything for your business? The answer is a resounding yes, and the latest customer support software trends and statistics bear out the facts.
Internet of Things (IoT)
Voice-activated personal assistants
Source: Salesforce ResearchDesigned by
If you’re considering on future-proofing your company, an investment in artificial intelligence tools should get you on your way.
Facebook, Twitter and Instagram are no longer just the gathering place of long-lost friends and socially gregarious people who will post anything that comes to mind. Nowadays, these social media behemoths are also proving to be a battleground for businesses trying to outdo competitors while hunting around for leads and prospects as well as for customers sniping away at businesses that have offended them at some point, rallying friend, families, and any stranger who stumbled on the post to run for their lives rather than do business with this or that company. The social media platforms could prove to be a real jungle out there. If mastering it sounds massively appealing to you, then nothing would do better than understanding how social management software works right away.
If you still doubt how much social media could impact your business, consider how that United Airline social media crisis when the company managed to lose $1.4 billion in value overnight when a passenger’s experience went viral on social media.
If you have been paying attention closely, you would have realized that there are more than one way to meeting customer expectations squarely. While a leading customer support software like Freshdesk can help you make data-driven decisions and meet most of your business needs, you may also consider applications that deliver on specific customer needs.
One of these is live chat software, which lets you communicate and engage with leads and prospects in real time. Some of the leading live chat tools in the category also let you use them across multiple channels, saving you from further investing in other applications.
For self-help approach to customer support, you can look up knowledge base management tools, which help agents focus more on pursuing the most productive clients while allowing customers to resolve queries through a vast library of useful information on a database portal.
You cannot provide any meaningful customer support without a CRM tool which is the foundation of many business operations. CRM applications are not only the best friend of sales and marketing departments, but they are also behind the success of many customer service departments.
However you want to deploy your customer support system, never pick a solution without first giving it a test drive, which is typically offered by software vendors.
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