The average employee spends 57% of their time communicating through email, according to Microsoft. Customer support agents could significantly reduce that time by transitioning to customer experience management software to automate their support processes.
Customer experience management software gives support teams a centralized ticketing system to provide faster customer service solutions and improve their product and services. Capabilities like feedback collection and analysis, customer support, personalization, and reputation management ensure that customer experience management software is not just a tool; it’s an organization’s partner in customer success.
Knowledge base management offers customers a chance to troubleshoot problems on their own, reducing their frustration and freeing up agent time. Issuetrak’s own launch guide gives a preliminary overview to using our product, so that agents can quickly implement our customer experience management software and start solving customer issues right away.
Knowledge bases are effective for agent skilling, too, offering employees access and easy reference to documentation that efficiently solve customer problems. Our own Professional Services provides product setup and training, giving support teams a quick leg up in solving customer problems more efficiently.
Customer experience software is a single platform where agents can easily reach out through a customer's preferred channels, like email, chat, and phone. This helps boost customer satisfaction, proving that you can go the extra mile to meet customers where they are.
Offering live chat resolution cuts down on wait time and helps reassure customers that you are available and responsive to their needs. It also gives you a competitive advantage to offer personable human services rather than relying on ineffective and often frustrating chatbots.
8 out of 10 prospects still struggle with emails and file folders when resolving customer requests. When they finally decide to convert to software issue management, users are constantly wowed at how easily they can sort, manage, and conclude inquiries, using automation for user or group-ticket assignment, notes, ticket status updates, and ticket escalations to prompt agent action.
Making your CX data visible across the organization
Another way to improve visibility and responsiveness is by integrating your customer experience tools with digital signage. Displaying live updates from helpdesk systems or feedback tools on office screens can give your team real-time insight into open tickets, response times, or customer satisfaction scores. It’s a simple but powerful way to keep support teams aligned and proactive, without digging through dashboards or inboxes.
The customer experience would not be complete without efficient data collection tools. Webforms can be plotted anywhere on a website, and are the fastest way to collect customer inquiries accurately. Webforms give support teams all the upfront data they need to solve issues without delay. Easily distributable surveys offer organizations a transparent method for collecting feedback from customers for service and product improvement.
Implementing the best software for customer experience is a critical decision with significant impact on your organization’s success. Do you want a tool that collects detailed user insights, or are you looking for a better way to manage support requests? It's important to remember that the ideal choice will depend on your specific needs, budget, and long-term goals.
For those looking to manage and streamline customer inquiries, Issuetrak is a great option. Try our 14-day free trial and start delivering a better customer experience today!