3 Best Customer Support Tools for the 2022
Sometimes, your customer support can only be as good as the tools you use.
The right customer support tools can boost your support team operations and efficiency.
Today, we will review some of the must-have customer support tools for any support team.
Live Chat
Live chats are key to providing great customer support nowadays.
Adding a live chat to your website can be great for both your team and your users.
After all, users love live chat for its speed and convenience. It has quickly become the preferred method for users to contact businesses.
On top of that, a live chat can significantly increase the efficiency of your support team. It can reduce wait times, resolution times and more.
And don’t forget, live chat can also be a sales channel, boosting your customer revenue through customer support.
Want to get started with live chat? Read our guide on how to add a live chat to your website and how to get started using live chat for customer support.
CRM
A CRM Platform (Customer Relationship Management) lets you collect, store, organize and browse all the customer data you have collected.
CRM platforms are not usually integrated into customer support workflows as they are seen as a Marketing tool rather than a Customer Support tool.
In reality, Customer Support teams can benefit greatly from integrating a CRM into their workflow.
For example, they can use data from the CRM to prioritize tickets based on customer revenue, or review sales notes made when the customer joined.
Customer Support reps could view the exact product and serial number the customer purchased to avoid asking for this information from the customer. Further optimizing your processes and workflows.
The true power of CRMs can be unlocked when they are integrated with your live chat platform to immediately pull past chat transcripts for faster analysis of ongoing issues with specific customers.
Want to get started with a CRM? Check out our step-by-step guide on how to implement a CRM at your company.
Session Recording
We love session recording for customer support.
Here’s why.
Picture this scenario, a customer support rep is on the phone with a customer who is experiencing an issue with your website. However, the customer is having a hard time describing the issue.
What’s the next logical step? Your rep would now have to setup a screen sharing session with the user, adding multiple steps to the support process.
With session recordings, the rep can simply just rewind the user’s session and see a recording of exactly what they saw. Allowing them to quickly identify the issue at hand.
These recordings can be integrated into the aforementioned CRM platform to let reps review the user’s recordings as soon as they pull up their file.
Session recordings can also be used to identify new issues, improve products, improve user interfaces and more.
Want to get started with session recordings? Check out our guide on session recordings, how they work and how to implement them on your website.
A Customer Support Tool for the 2020’s
Customer Support in this new decade is shaping up to be completely new and different from previous standards.
Finding the right tool for each of the features we’ve talked about can be quite a task.
However, Moment brings Live Chat, CRM and Session Recordings together in one single suite.
Best of all, you can start using Moment right now, for free.
Ready to take your customer support operations to the next level?