The average employee spends 57% of their time communicating through email, according to Microsoft. Customer support agents could significantly reduce that time by transitioning to customer experience management software to automate their support processes.
Customer experience management software gives support teams a centralized ticketing system to provide faster customer service solutions and improve their product and services. Capabilities like feedback collection and analysis, customer support, personalization, and reputation management ensure that customer experience management software is not just a tool; it’s an organization’s partner in customer success.
Key Features of Customer Experience Management Software
Knowledge Management
Knowledge base management offers customers a chance to troubleshoot problems on their own, reducing their frustration and freeing up agent time. Issuetrak’s own launch guide gives a preliminary overview to using our product, so that agents can quickly implement our customer experience management software and start solving customer issues right away.
Agent Training and Skilling
Knowledge bases are effective for agent skilling, too, offering employees access and easy reference to documentation that efficiently solve customer problems. Our own Professional Services provides product setup and training, giving support teams a quick leg up in solving customer problems more efficiently.
Omnichannel Support
Customer experience software is a single platform where agents can easily reach out through a customer's preferred channels, like email, chat, and phone. This helps boost customer satisfaction, proving that you can go the extra mile to meet customers where they are.
Live Chat
Offering live chat resolution cuts down on wait time and helps reassure customers that you are available and responsive to their needs. It also gives you a competitive advantage to offer personable human services rather than relying on ineffective and often frustrating chatbots.
Automation workflows
8 out of 10 prospects still struggle with emails and file folders when resolving customer requests. When they finally decide to convert to software issue management, users are constantly wowed at how easily they can sort, manage, and conclude inquiries, using automation for user or group-ticket assignment, notes, ticket status updates, and ticket escalations to prompt agent action.
Surveys, Webforms, and other Data and Feedback Collection Tools
The customer experience would not be complete without efficient data collection tools. Webforms can be plotted anywhere on a website, and are the fastest way to collect customer inquiries accurately. Webforms give support teams all the upfront data they need to solve issues without delay. Easily distributable surveys offer organizations a transparent method for collecting feedback from customers for service and product improvement.
Best Customer Experience Management Software
Issuetrak
- Omnichannel support to customers ensures faster and more accurate resolution, enhancing the customer experience.
- Customizable webforms, surveys, and user-defined fields ensure you collect precise details to resolve customer issues seamlessly.
- A unified workspace for support agents allows all their interactions to be kept in one place.
- Configurable workflows and advanced routing directs customer inquiries to the most appropriate agents based on their expertise and workload.
- Agent collision detection also prevents duplicated efforts and promotes faster resolution time.
- Status views, tagging, automation, custom forms, and advanced reporting help increase visibility over progress and improvements.
HelpScout
- You can reach customers with targeted messages based on criteria you set, such as where they are on your website or the amount of time they’ve spent on a page.
- Microsurveys let you get real-time feedback.
- AI Summarize makes it easy for your service team to create bullet point summaries of long email threads.
Intercom
- Intercom’s in-app messages, chats, and surveys spearhead the move towards conversational customer service.
- Features like live chat widget, code-free product tours, and its email marketing platform help teams deepen customer relationships.
Front
- Front’s shared inbox brings email, apps, and teammates together in one view.
- Collaboration and automation tools enhance agent productivity across departments.
Drift
- Drift’s Conversation Cloud lets businesses meet buyers at the right time and the right place and engage them with the right conversation. It can help sales, marketing, and customer service teams offer customers personalized interactions at different stages of their journeys.
- With conversational AI tools, marketers can connect with website visitors in real time and get them the right content, answer their questions, and convert them to leads.
Sprinklr
- Social media management allows agents to interact with their customers on preferred channels. This includes a Social advertising suite, which ensures better reach and engagement.
- AI-powered audience segmentation helps agents deliver targeted messaging to the right audiences.
Zendesk
- Zendesk offers much the same as Issuetrak, including features like ticket views, tagging, automation, custom ticket forms, and custom reporting.
Benefits of Leveraging Customer Experience Software
- Facilitating communication between users and agents for better collaboration
- Boosting agent experience, agility, and productivity for quicker customer resolution
- Advancing knowledge management to accelerate troubleshooting (e.g. reducing mean time to detect and resolve)
- Providing a consistent customer experience across channels
- Fix problems or execute maintenance tasks, without interrupting the current user’s workflow
- Easily track activity and user status
- Manage user access and permissions in one centralized place
- Automate routine and repetitive tasks like software installation and updates.
Choosing the Best Customer Experience Management Software
Implementing the best software for customer experience is a critical decision with significant impact on your organization’s success. Do you want a tool that collects detailed user insights, or are you looking for a better way to manage support requests? It's important to remember that the ideal choice will depend on your specific needs, budget, and long-term goals.
For those looking to manage and streamline customer inquiries, Issuetrak is a great option. Try our 14-day free trial and start delivering a better customer experience today!