Investing Customer Service Software: Why Is It Important?

Mobility and Flexibility

Once upon a time, customer service software was considered to be the purview of enterprises with conference rooms equipped with multi-thousand (or multi-ten-thousand) dollar equipment. No longer. Top video conferencing software products no longer require such extensive preparations or equipment. Using any mobile device, customer service agents on the road can offer their superior service from wherever they are using customer service software.

Clarity in Communication

Human communication is so much more than the simple transmission of words. Voice communication helps to add some nuances, but more is needed and more comprehensive than the combination of verbal, aural, and visual communication when using customer service software.

Video calls allow customers to see the professional body language of your customer service agents and give your customer service associates additional visual cues that will facilitate them in keeping calls positive and productive using customer service software.

File and Screen Sharing

Video conferencing apps can do much more than offer customer service software with a moving picture to relate to. They can also include features that considerably enhance the customer service software experience and facilitate better communication between agents and clients.

Screen sharing, file sharing, and other multi-media customer service software features can be better implemented via video conferencing vs. other communication channels.
Of course, making video conferencing a valuable part of your customer service experience requires finding the right customer service software—and there are so many options available. Simply browsing the sites of various companies can be overwhelming and confusing. That’s why it’s helpful to use an unbiased guide that compares and contrasts feature sets, video conferencing cost structures, customer service software platforms, and more.

Video conferencing can also be used to improve customer service software outcomes. Here are the main benefits of using customer service software.

Increased Productivity

Customer service agents can tend to attempt to multitask during customer service software calls. This isn’t due to maliciousness but an ill-thought-out desire to improve productivity. Video conferencing calls ensure that customer service agents remain entirely focused on the customer’s issues, which in turn can improve productivity. By focusing on one problem at a time, agents can solve customer issues faster and more efficiently using customer service software.

Better Customer Engagement

On the other side, customers remain more engaged during video calls versus text chats, IMs, email exchanges, or phone calls. Like agents, clients will likely lose focus during text chats and calls or lose interest in email exchanges. Video calls add immediacy to the deal, resulting in more engaged customers using customer service software.

Offering customer service that responds quickly is seen as a value-added option. Live customer service via chat and phone is perceived as higher quality. By providing the possibility of video conferencing with your clients and customers using customer service software, your organization offers a top-of-the-line, value-added feature.

Competitive Advantage

While video conferencing for interoffice colleagues, and even between collaborating peers, has become increasingly common, the adoption of video conferencing as a customer service software has been slower. This means a considerable competitive advantage for companies adopting customer service software.

Humanizing the Customer Service Experience

Customers have become warier and warier of what they perceive as a disconnect between call centers and the companies they are trying to communicate with. The customer service software experience should be personalized, but overcoming this obstacle in perception is complex. Video communication with customers, however, is one step towards further humanizing and personalizing the customer service software experience and reducing this perceived disconnect.

Only some video conferencing apps will be ideal for customer service, just as some customer service software apps may not be ideal for inter-office communication; some may be better for small or medium-sized operations, while other customer service software is more suited for enterprises. 

Compare the best customer service software before making the investment.

Zoom

Zoom is a popular video conferencing software that has become a go-to platform for businesses of all sizes to offer excellent customer service. It requires no special technical skills to set up and use, making it accessible to everyone. With just a few clicks, customers can join a meeting with a customer service representative, allowing for immediate and direct communication via customer service software. This is particularly important when dealing with complex issues requiring a high engagement level and understanding. 

Screen sharing allows the customer service representative to show the customer exactly what they are doing on their computer, making diagnosing and resolving any technical issues easier. Furthermore, the ability to record meetings can benefit the customer and the representative for later reference. 

Zoom’s video conferencing capabilities and screen-sharing options make it an ideal customer service software.

Skype

Skype is a well-established communication platform that has been widely adopted by businesses for customer service, with over 300 million monthly active users. 

Skype, as a customer service software, is the ability to provide a multi-channel support experience. Customers can choose to call, chat, or video call with a representative, depending on their preference and comfort level. This flexibility allows businesses to meet the diverse needs of their customers and provide a personalized experience.

Skype also offers screen-sharing capabilities, which can be incredibly useful for resolving technical issues. This allows customer service representatives to guide customers through a problem and provide step-by-step instructions on how to resolve it. Skype’s instant messaging feature also provides representatives with quick and efficient support, making it ideal for handling simple inquiries and addressing customer needs in real-time.

In terms of security and reliability, Skype uses end-to-end encryption to ensure that all communications are secure and protected. This makes it a trusted and reliable platform for businesses to use for customer service purposes.

This customer service software is a versatile and accessible customer service software that offers businesses a range of communication options, screen-sharing capabilities, and security features. 

Compare the best customer service software before investing in video conferencing software for your business communication.