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In order to provide professional customer service, companies need specialized customer service software. Whether an enterprise is a B2B or B2C company, the customer base is one of the most important enterprise assets. Keeping existing customers and gaining new ones can only be done by providing good service. Phone and email have long since ceased to be sufficient for this. Below, we clarify the different approaches taken by specialized software solutions and what companies should consider when selecting professional customer service software.
There are numerous different customer service software solutions. Automatic Call Distribution Systems (ACDs) to distribute phone calls are also widely available, e.g. Customer Relationship Management Systems, virtual assistants and chatbots, as well as response management software. Trade magazine CRM Manager provides a good overview of CRM systems, for example. The role of virtual assistants and chatbots in contact center digitization is clearly illustrated by e.g. corporate advisors Bearing Point. Generally, market leaders such as e.g. specialist magazine teletalk are a good starting point for a market overview. At the same time, new solutions are frequently briefly presented in trade magazines, e.g. in Callcenter Profi.
There are special solutions for individual contact channels such as chat or social media, as well as multi-channel and omni-channel. Various operating and licensing models are offered, from classic on-premise installation to cloud-based SaaS solutions (Software as a Service). Whether corporate licenses, volume or user-based, there is virtually no limit to the imagination.
Enterprises can pursue various objectives by deploying customer service software:
Given the multitude of solutions, the danger lies in investing in stand-along solutions that are not adequately networked with other enterprise systems. This makes it difficult to obtain a 360-degree view of customers. However, a complete customer contact history is the basis for good customer service. No customer today wants to explain for the fifth time why they’re calling or give a long-winded explanation of what product they have. Customers expect companies to store this information centrally and be able to access it in the event that a customer contacts them – regardless of whether they call a service employee by phone, send an email, or use chat.
Our online demo allows you to cast your eye over ReplyOne with no obligation to proceed. You’ll get a concise overview of the capabilities of our customer service solution in under 30 minutes.