Tools to Enhance Customer Service Skills
Customer service can be provided in many ways, including in a simple email inbox or in the mentions of a Twitter account. However, when any organization has a team of people working in customer service or a workload beyond a few questions here and there, finding the right tools to provide effective, high-quality customer service becomes a necessity. With the proper tools and tracking, your customer service team will not only perform better, but can also set goals and track their progress to reaching them too.
Spreadsheets
For a simple, low-cost option, use a spreadsheet. Since spreadsheets allow for inputting and calculating data, once you identify what you’d like to track, you can do it manually in spreadsheet software, like Microsoft Excel or Google Sheets. Use an online form to collect data or organize previously collected information and feed into a spreadsheet to analyze and create workflows to improve customer service skills and relations with customers. Your team may quickly outgrow this method though, so keep in mind that you will likely need to upgrade to a more robust customer support tool in the near future.
Customer Relationship Management Tool
A CRM tool is for managing a company’s relationships and interactions with customers and potential customers. It’s meant to understand the relationships better to allow for improving business relationships. CRM refers to the strategies, technologies, and practices an organization uses to manage customer interactions and data throughout the customer lifecycle. If you use Freshdesk, check out the CRMs that integrate with it to choose the best one for your workflow.
Knowledge Management Tool
As you create documentation, you’ll need a place to store it. A knowledge management tool is a great option for organizing internal information, including: