Growth creates growing pains. And often, high-growth brands struggle to scale their contact centers while also managing an influx of shopper queries, such as returns or locating an item. Balancing these forces — scale and volume — often starts with reviewing your help center software and removing manual, time-consuming tasks, including sifting through queues, escalating issues and processing transactions.
What Is Help Center Software?
Simply put, help center or support software enables conversations between customer service professionals and shoppers, who submit support inquiries. The software fields, stores and organizes these queries and displays them to the agent. Within this interface, staff have access to a variety of customer communications and data, allowing them to make more informed decisions. Perhaps most importantly, help center software powered by AI and machine learning can automate agent work and process inquiries without agent intervention, freeing up agent time to tackle more complex requests.
As DTC markets grow — and with them, consumer expectations and inquiry volume — technology must keep up. Modern help center software eliminates low level tasks and deflects repetitive questions, empowering customer service professionals to be more focused and reducing per-contact costs. What makes great software? Read more below.
Why Focus on Help Center Software?
Few business facets are more important than customer service. Speaking about 2021 customer service trends, Allegra Ubbes, a senior advisory specialist at Gartner, summarized the market this way:
“Customer service and support leaders face increased pressure from leadership on the role of the service function in improving operational excellence and growing the business. Given this environment, it’s unsurprising that customer service and support leaders’ top 2020 priorities are rooted in customer experience (CX), managing talent and data.”
Adding to their analysis, Gartner surveyed service executives about their priorities. Topping their lists: digital channels and functions. “Customer service leaders feel a distinct pressure to meet customers’ expectations for digital service channels and keep pace with competitors’ service offerings,” analysts write. “As a result, service leaders spend a disproportionate amount of time adding or integrating channels.”
However, research finds this creates a “costlier, more complex network of channels to manage without improving the customer experience and insufficient reduction in live volume.” Put another way: not every help center software – and the channels they facilitate – can power the sleek shopping experience that buyers want. On the contrary, that software may damage customer relations and the company’s bottom line.
Make Friends With Customer Experience (CX)
Simply sidestepping help center software all together isn’t going to solve this issue. Indicators suggest brands can anticipate a sustained surge of digital customer queries. And the National Retail Federation (NRF) found there’s a good chance 2020-based forces have permanently altered the CX industry. As such, brands should take notice.
Training their sights on the November-December holiday season, NRF found retail sales rose to $789.4 billion, an 8.3% increase over 2019. Online and other sales outside of traditional brick-and-mortar stores grew 23.9% over the previous year as well.
Greater sales activity creates a cascade effect on business operations: starting with increased urgency placed on customer service professionals and their tools, such as help desk software. How great a spike in activity? Just under 70% of respondents said they fielded more customer queries in 2020 when compared to the previous holiday season.
And there’s a price tag attached to excellent CX. Researchers found an overwhelming 86% of buyers said they’d pay more for a product when that shopping experience comes with superior customer service. When there’s demand for — and more money to be made — with great customer service, avoiding help center software isn’t an option.
Help Center Software of Your Dreams
Alright, so those are the stakes. But what factors should a customer service professional weigh when evaluating different help center software? Look no further than software that leverages the latest technology to make agents more efficient and effective.
Additionally, there are five pillars of every modern support software:
Holistic Customer View. See the whole picture. Often answers are found by combining information from different sources. Opt for a software that uses a holistic customer view, and displays every item of internal and external data into one actionable interface.
Powerful Automation. Give your agents more bandwidth to focus their energy on pressing tasks with AI and machine learning, which completes small, easy tasks that don’t require a human touch.
True Omnichannel. Endlessly toggling between engagement channels burns valuable time and energy, which could be spent delving into customer queries. Choose a help center software with omnichannel features that empower agents to switch between channels without ever leaving the conversation.
Sentiment Fluency. Customer service can be a huge source of data. Let AI do the hard work. Software with sentiment fluency interprets shoppers’ feelings and turns them into actionable insights.
Customization. It’s a bad idea to add tools that aren’t a good fit for your operation. Cumbersome solutions burn resources, and can ultimately harm a customer’s shopping experience. Choose a software that seamlessly integrates with your existing operation.
Help Center Software Solutions
Want to see these fives pillars in action? Check out Kustomer’s customer service CRM platform for managing high support volume. When there’s a surge of customer queries, not just any help center software will do. Delve deeper into this topic, and discover how artificial intelligence can reduce time spent on minor tasks and create a more enjoyable shopping experience for customers.