How can you avoid common customer service software mistakes?

Customer service software can help you deliver faster, better, and more personalized support to your customers. But it can also cause frustration, confusion, and inefficiency if you don't use it properly. Here are some common customer service software mistakes and how you can avoid them.

1 Choose the right software

The first step to avoid customer service software mistakes is to choose the right software for your needs. There are many options available, but not all of them will suit your business goals, budget, and customer preferences. Do some research, compare features, and ask for demos before you make a decision. You want a software that is easy to use, integrates well with your other tools, and offers the functionality you need.

Add your perspective

Jonelle Walters, MSc.(Hons),GCert-HRM,BSc.,ASc.,LA

Alumni | Sigma Alpha Pi-(NSLS)| Delta Mu Delta| Honor Society®-Alumni & Professionals| Certified-SHRM-Member| HRAGC-Member| former Student Engagement Council at Southern New Hampshire University
Report contribution
Not training your customer support team often leads to customer service mistakes. One common customer experience mistake is a lack of proper, adequate, and regular training for agents. When the support team has limited resources to which they can refer, it renders them somewhat incompetent. They often fail to get the right solutions for client issues and might respond with wrong information. Agents need regular training on how to interact and handle customers and their issues in a proper way. Companies need to teach and empower their agents with the right knowledge of all processes. This will ensure they serve the clients while being informed. This will leave clients more satisfied with the customer experience.

Like

2 Train your team

Once you have chosen your customer service software, you need to train your team on how to use it effectively. Don't assume that they will figure it out on their own or that they will learn from each other. Provide clear and consistent instructions, documentation, and feedback. Make sure your team knows how to access the software, navigate the interface, perform common tasks, and troubleshoot issues. You can also use online courses, webinars, or videos to supplement your training.

Add your perspective

Rachel Poot

Administrative Coordinator at Skyline Video Productions
Report contribution
Proper training is super important, and if you can have a dedicated team to customer service that is fantastic. One suggestion I would make for smaller businesses is to have one primary person dedicated to this role and then cross train at least two others so that you can continue to have excellent customer service while that employee may be on holiday, if they're out sick, or if they make a career transition and you need to temporarily fill the role while hiring.

Like

3 Customize your settings

Another common customer service software mistake is to use the default settings without customizing them to your specific needs. For example, you might want to adjust the ticket categories, priority levels, automation rules, or response templates to match your workflow and customer expectations. Customizing your settings can help you streamline your processes, improve your communication, and avoid confusion or errors. You can also use analytics and reports to monitor your performance and identify areas for improvement.

Add your perspective

4 Update your software

Keeping your customer service software updated is essential to avoid glitches, bugs, or security issues. You don't want to risk losing data, compromising your customers' privacy, or missing out on new features or enhancements. Make sure you follow the software provider's recommendations and instructions for updating your software regularly. You can also check for updates manually or enable automatic updates if possible. If you encounter any problems during or after the update, contact the support team for assistance.

Add your perspective

5 Solicit feedback

One of the best ways to avoid customer service software mistakes is to solicit feedback from your customers and your team. They are the ones who use the software the most and who can tell you what works and what doesn't. You can use surveys, reviews, ratings, or comments to collect feedback from your customers. You can also ask your team for their opinions, suggestions, or complaints. Use the feedback to identify and fix any issues, make improvements, or add new features.

Add your perspective

6 Review your software

Finally, you should review your customer service software periodically to make sure it still meets your needs and expectations. Customer service software is not a one-time investment or a static tool. It evolves over time, as does your business and your customers. You should evaluate your software's performance, functionality, cost, and satisfaction regularly. You might find that you need to upgrade, downgrade, switch, or cancel your software depending on your situation.

Add your perspective

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

Add your perspective

How can you avoid common customer service software mistakes?

1

2

3

4

5

6

7

1 Choose the right software

2 Train your team

3 Customize your settings

4 Update your software

5 Solicit feedback

6 Review your software

7 Here’s what else to consider

Customer Service

Rate this article

Thanks for your feedback

More articles on Customer Service

More relevant reading

How can you avoid common customer service software mistakes?

1

2

3

4

5

6

7

1 Choose the right software

2 Train your team

3 Customize your settings

4 Update your software

5 Solicit feedback

6 Review your software

7 Here’s what else to consider

Customer Service

Rate this article

Thanks for your feedback

Explore Other Skills