Customer service software

By Thatcher Wine, Guest Expert

Five years ago, when a customer wanted to contact a business, the only options available were a phone call, a fax or a personal visit.

Today, an increasing number of businesses may be reached via their Web sites or e-mail addresses.

But ease of communication comes with a price. Someone has to answer customer e-mail messages and telephone calls.

A large volume of customer service requests might send you looking for specialized software to help manage customer interactions. In some cases, software can automate the process.

The market is crowded with companies that provide such solutions.

The offerings range from live chat software like that offered by LivePerson to self-service tools that help customers answer their own questions. RightNow offers such a tool. Other companies, such as Cleartop, offer e-mail response management. eGain and Kana provide software that lets businesses to do all of the above and more.

How do you pick the solution that's right for your business?

Fortunately, the process can be simplified with the answers to a handful of questions.

Identify Your Pain Points

What is the source of your "pain" today? Is it the cost of customer service, such as answering the phone? Is it e-mail volume you don't have the resources to respond to?

Are you having difficulty analyzing the data you collect from customers? Or do you want to use your customer service interactions to generate more sales?

If you make a list of your pain points, you'll be able to assess available solutions in terms of their abilities to solve your problems.

How do you want customers to contact you? Options include e-mail; online chat; voice-over-Internet protocol (IP), also known as Internet telephony; or self-service via your Web site. Typically, customers want multiple choices. Businesses, however, want to drive down phone and labor costs by steering customers towards e-mail and the company Web site.

Keep in mind that the more communication channels you offer, the more expensive and complex your customer service will be.

Get It Together

Do you need to integrate your customer service solution with other applications you currently use?

Maybe your company keeps track of customers and prospects in a database such as ACT or Goldmine and you want to have access to that data when a customer requests service.

Or perhaps you want to give customers access to their order status online from other software already in use. Make a list of "must-haves" and "nice-to-haves."

The cost and implementation time of a solution requiring complex integration with existing applications might give you sticker shock.

Don't Cramp Your Style

How fast is your business growing? How long will you need to use your customer service application before you upgrade it?

The solutions on the market today are relatively new. They evolve and improve quickly. Increasingly, many companies are opting for the Application Service Providers (ASPs) to get a solution up and running quickly and affordably.

Application Service Providers are third parties that rent software to companies via the Internet (or through private networks) instead of installing programs on-site. This allows companies the option of choosing a different solution later.

What is your budget?

Several components go into pricing. First, there's the upfront cost. For an ASP, it's the setup fee, which is often waived. For an installed software application, it's the licensing fee.

Then there are recurring costs. Most ASPs charge by the month — some per number of users, some depending on volume of usage. Additionally, there may be consulting fees, training fees, support fees and charges for upgrades.

It sounds more complex than it is, but your budget will be one of the biggest factors in determining which solutions are truly within your reach.

Are They Behind You?

How much support will you need to install and manage the program? What level of in-house information technology (IT) support do you have and does your IT staff have the capacity to learn and manage the program?

Vendor support varies. Sometimes the cost is included in the purchase price, but sometimes service is available a la carte only.

Communication methods vary as well. Find out whether the company offers phone, e-mail, chat or on-site support. If you're investing to improve customer service, adequate support is essential.

by-http://www.workz.com