What is a customer support software?
Let’s say you are an e-commerce site and you sell your products online. Your customers probably reach out to you for help all day with questions about how to use your products, how to get a refund, regarding shipping and other charges, when they can expect their order to get delivered and so on. They may not just email you but also reach out on Twitter and Facebook. Sometimes, they may call you directly or just prefer to chat on your website. Whatever be the mode of communication, they expect you to be there and they expect you to have a response to their questions. If a customer talks to you on the phone and later reaches out on Twitter regarding the same issue, they expect you to connect the dots and have the answer ready. That’s where a customer support software (also known as a customer service software) comes in.
For example, if you are an e-commerce provider, you will be able to store all these incoming queries from multiple channels in one place, identify how to respond to each customer, categorize and prioritize their problems and then respond as necessary.
Let’s say a customer emails you asking about when a product is going to come back in stock and you assure them that it will be available 3 months down the line. If the customer asks you on Twitter three months later, the customer service management software you use will provide context of the earlier email conversation so you know in advance what the customer is going to ask. Your customer care software will also combine those two different conversation threads, Email and Twitter, into one so you can respond easily from one place but the customer will get your responses through the channel they want - which is Twitter in this case.