Software para servicio de atención al cliente

Tus clientes son la parte más importante de tu empresa. El software para el servicio de atención al cliente te permite cultivar mejores relaciones con los clientes.

Guía completa del mejor software de atención al cliente

Customer support software is the backbone of a great customer experience. But knowing which tools are right for your business, vetting providers, and getting the system implemented is no easy task.

To help you with that, we’ll start with the basics of customer support software: what it is, the different types, and how it benefits your team. Then we’ll get into best practices, the latest trends, and an overview of the best available tools. To wrap up, we’ll walk through how to think about choosing the ideal customer support software for your organization.

Sistema de tickets para software para el servicio de atención al cliente

Feel free to skip around by clicking through the table of contents below:

¿Qué es un software para el servicio de atención al cliente?

Customer service software is any program that helps an organization provide assistance and/or advice to the people who buy or use their products.

The most basic role of customer service software is to provide a centralized system, known as a ticketing system, where service agents can track, prioritize, manage, respond to, and resolve customer queries or employee requests en masse. Customer service software also includes any tool that helps inform or facilitate customer service delivery.

This includes tools such as knowledge bases, messaging apps, automation software, analytics dashboards, and more.

Customer service software is often integrated with a CRM to give agents access to contextual data, such as a customer’s purchase history, from external sources. This equips a support team with context about who a customer is, where they’re coming from, and why they’re reaching out—regardless of channel.

How does customer service software work?

At its most basic level, customer service software enables businesses to improve customer service delivery by unifying customer conversations and information across channels and systems in a single location.

Why do small businesses need customer service apps?

Small businesses need customer service applications to help organize, prioritize, and consolidate customer service inquiries. When used well, customer service apps enable quicker, more reliable, and more personalized responses to customer inquiries. This helps small businesses set themselves apart with superior customer service.

Beneficios del software para el servicio de atención al cliente

Customer service platforms can benefit companies of all sizes and types—from multinational enterprises supporting millions of other businesses in multiple languages, to small consumer-facing businesses that need to answer customer questions quickly without hiring an army of support reps.

Here are some key benefits of customer service software:

  1. Fideliza a tus clientes e impulsa su satisfacción

    When service agents have the information and tools they need to provide fast, personalized responses to customers, they can deliver better service. With better service, your customers are less likely to churn and more likely to become loyal buyers.

    And since 52 percent of customers go out of their way to buy from brands they’re loyal to, more loyalty usually means more sales. In this way, by facilitating improved service, customer service software can help your business grow with more satisfied, loyal customers.

  2. Streamlines self-service

    63 percent of customers always or almost always start with a search of a company's online resources when they have an issue. For enterprises, the challenge is managing a system for creating and updating those resources in real-time.

    Customer service platforms enable your business to streamline knowledge base creation and management, saving agents time and providing customers with the resources they need. Plus, you can track how your customers are using your knowledge base to help inform further self-service improvements.

  3. Fomenta una experiencia de agente excelente

    Customer service tools help agents access and use the customer information they need, when and where they need it. These tools also facilitate improved internal collaboration with shared inboxes and greater efficiency with streamlined workflows. The result is agents that are more prepared and motivated to provide better customer care. All that leads to greater productivity, saving the business time and resources.

  4. Capacidad de escalar de forma más inteligente

    At a certain point, rudimentary tools like spreadsheets aren’t enough to facilitate transparent internal and external customer service communications. But without effective collaboration among your service team, maintaining high levels of customer satisfaction as your business grows is nearly impossible.

    Customer service applications give a business the power of customer-centric agility. In other words, they enable a company to grow and scale based on the needs of its customers.

  5. Enables smaller teams to do more, faster

    The speed of 'first reply' is one of the biggest influencers on customer satisfaction. But with so many service channels and the growing demand for personalization, service agents need customer service apps to help them respond to and resolve issues faster.

    And the data backs this up: in the Zendesk Benchmark Guide for Enterprise, the top-performing service teams have almost double the ticket-to-agent ratio of other companies. The way they perform well with fewer agents is by using customer service software that enables each agent to do more.

Tipos de software para el servicio de atención al cliente

El servicio de atención al cliente puede ser interno, para apoyar a los empleados de una empresa, o externo, para apoyar a las personas que compran o utilizan sus productos o servicios.

Cada canal de atención al cliente suele considerarse un tipo diferente de servicio al cliente. Estos son los principales tipos de servicio de atención al cliente que deberías conocer:

Chat en vivo

El software de chat en vivo permite a los agentes resolver los problemas de los clientes en tiempo real, desde donde ya están, como la página de inicio de su sitio web o dentro de su aplicación móvil.

This gives a business the ability to be proactive and get ahead of an issue before it happens or even occurs. For instance, an e-commerce company might offer live chat on its checkout page to answer frequently asked questions before a customer abandons their cart.

Live chat also enables a business to offer support around the clock. While your agents are busy being humans, chatbots can handle customer requests for them.

Soporte por teléfono

Una conversación telefónica sigue siendo una forma efectiva de resolver el problema de un cliente, especialmente para asuntos de alto riesgo. A veces es aún más eficaz que sacar conversaciones por correo electrónico o chatear en tiempo real, gracias a los toques personales que implican una llamada telefónica como la voz de un humano.

Con características como la grabación de llamadas, enrutamiento interno inteligente, acceso al historial completo del cliente y creación automática de tickets, el software del centro de llamadas permite a los representantes de servicio al cliente ser más estratégicos.

Correo electrónico

El correo electrónico es el elemento básico de la atención al cliente. Al igual que el teléfono, está muy arraigado y sigue siendo un canal preferido entre las generaciones anteriores.

El correo electrónico a menudo sirve como una forma interna de soporte, además de una externa. Los equipos de Recursos Humanos, Nóminas e Informática, por ejemplo, también utilizan el correo electrónico para responder a las preguntas de los empleados a tiempo completo y parcial.

Base de conocimientos

With a knowledge base, community forum, or customer portal, support teams can empower customers to self-serve. In fact, 81% of customers would rather figure out an issue on their own.

Pero esto solo es posible si los equipos de apoyo tienen herramientas para facilitar la creación y el mantenimiento del conocimiento. Por ejemplo, la IA puede marcar cuando el contenido está desactualizado o cuándo se necesita un nuevo tema de artículo. También puede utilizar el conocimiento colectivo de los agentes para automatizar las resoluciones de los ticketes de bajo impacto.

Aplicaciones de mensajería

La proliferación de canales de mensajería, como WhatsApp, Business Chat de Apple y Facebook Messenger, ha cambiado la forma en que la gente se pone en contacto.

That convenience factor has made its way to customer service as well. Customer service software apps allow customers to get in touch over the same messaging channels they use to communicate with friends and family.

La ventaja de utilizar un software para el servicio de atención al cliente para comunicarse a través de los canales de mensajería es la posibilidad de mantener las conversaciones y el contexto en un lugar centralizado. Si la resolución de un problema de un cliente comienza con un mensaje y luego requiere una llamada telefónica de seguimiento, toda esa información se registra en el mismo ticket de soporte.

Best practices for customer service apps & software

Customer service software promises exciting capabilities, but those promises break if the people using that software don’t follow best practices. Here are four best practices that’ll help your team exceed expectations:

Meet customers on their own terms

Customers don’t care about terms like omnichannel. But companies should.

The experience that omnichannel customer service can provide is a massive differentiator and a key tool for cultivating loyalty. What omnichannel means is offering all the channels that customers expect for communicating with your company — email, chat, phone, text, and social media.

This creates trust and comfort for the customer because they can communicate with you in the same way they already talk to friends and family.

Make personalization possible

The information you need to figure out what your customers want from your products and services is probably available to you, and possibly already pouring in. This data can feed engagement strategies with insights on when, where, and how to engage customers.

And it works: Zendesk findings show companies that leverage the most data see 36 percent faster resolutions and a 79 percent reduction in wait time while solving four times the customer requests.

If you don’t know where to start, a good first step is to use an open and modern CRM platform so you can link data sources to create and offer personalized service based on real customer preferences.

Invest in effective collaboration

There’s a reason that in this list of companies with the worst customer service ratings, giant telecoms, banks, and airlines dominate the top ranks. Giant companies are complex, and it’s a lot harder to find the right person to talk to when there are thousands of employees—for both agents and customers.

This is what makes it so important to give your teams easy ways to reach out to other departments, so you can streamline communication and internal workflows, giving agents the context they need, when they need it to provide more responsive support.

Current trends for customer service platforms

When you’re thinking about an investment in a customer service platform, whatever tool you choose will evolve and change. Don’t worry, that’s a good thing. You want tools that can evolve as your business, and the world, change. But that also means you need to keep an eye on how the world of customer service management is changing.

Here are a few of the top customer service trends you’ll want to keep in mind as you use or consider using, new software.

Data-driven personalization as the price of entry

The idea of tapping into data from across the organization to facilitate personalized, contextually relevant customer service is not particularly new. What is new is the greater accessibility of tools that enable data-driven personalization and a broader realization among executives of the value of customer data.

In fact, the most recent KPMG CIO Survey showed that when it comes to attracting customers, 91 percent of CIOs know that how they handle and use customer data is becoming equally important as a company’s products and services offerings.

In the past, a truly data-driven customer experience was too resource-intensive for most companies. But with more powerful, affordable software, tapping into data to serve your customers better isn’t so much a differentiator. It’s more like the price of entry.

Customer service teams are focusing on efficiency

Well before COVID-19, hiring managers had stiff competition for quality agents. So much so that most teams were expecting more growth in customer requests than in headcount. The pandemic poured lighter fluid on that fire, creating even more resource constraints. The result has been a greater focus on using the right culture, solutions, and data visibility to improve efficiency.

Still, only around half of customer service agents say they have adequate tools for measuring and reporting on the metrics that are most important to their support team. And almost 40% are neutral.

This gap presents an opportunity for CIOs and other IT leaders to again prioritize customer experience—the sum of every touchpoint each customer encounters with the business—before approving another redundant or risky point product.

Blending customer service and customer success

Traditional customer service is reactive. Customers have a problem, they reach out to an organization, and they’re routed to an agent or resource that can help them solve their issue. But the world’s fastest-growing companies are delivering customer service more proactively.

Rather than reacting, these organizations tailor their service to ensure their customers reach their goals.

Some enterprises are even building dedicated customer success teams as a complement(or replacement) for their service teams. While traditional customer service is far from obsolete, it’s clear that executives, managers, and agents are rethinking how they define customer service.

Las 15 mejores herramientas de software para el servicio de atención al cliente que mejoran la experiencia del cliente

  1. Zendesk
  2. Sprout Social
  3. Hootsuite
  4. MailChimp
  5. Business Chat de Apple
  6. Facebook
  7. SurveyMonkey
  8. Slack
  1. Recurly
  2. NICE inContact CXone
  3. EZOfficeInventory
  4. Boss Solutions Suite
  5. Jira Service Desk
  6. LiveAgent
  7. Freshdesk

Los clientes esperan poder comunicarse con las empresas mediante los canales que ellos prefieran, que ahora incluyen una gran variedad de tecnologías que debes conectar a aquellas con las que ya cuentas y respaldar mediante personal de manera eficiente. Aquí tienes algunas herramientas de servicio de atención al cliente para ayudar a una empresa a prestar un buen servicio.

1. Zendesk

El software de atención al cliente de Zendesk permite a las empresas crear experiencias de cliente sin esfuerzo. Las conversaciones fluyen perfectamente en todos los canales, lo que se traduce en un aumento general de la satisfacción y la productividad.

La herramienta de software para el servicio de atención al cliente Espacio de trabajo de agentes de Zendesk

La herramienta de software para el servicio de atención al cliente Espacio de trabajo de agentes de Zendesk

El espacio de trabajo de los agentes de Zendesk Suite proporciona a los agentes todas las herramientas que necesitan para colaborar entre sí y con otros equipos y para ofrecer respuestas rápidas y personalizadas en cualquier canal, desde una sola interfaz unificada.

El software para el servicio de atención al cliente de Zendesk se implementa rápidamente, es fácil de usar y se adapta a las necesidades de las empresas con independencia de su tamaño:

Zendesk para grandes empresas
Las grandes empresas necesitan el equilibrio adecuado entre sencillez y sofisticación para que los equipos y la tecnología se centren en lo que más importa: sus clientes. Zendesk dota a una organización empresarial de las herramientas que necesita para satisfacer las necesidades de una clientela diversa en los canales de su elección, al tiempo que garantiza una experiencia personal.

Una compañía grande y dispersa implica coordinar a muchos agentes y las habilidades únicas de cada uno de ellos. Zendesk te da la flexibilidad de personalizar tu solución de soporte con herramientas que te ofrecen gran capacidad para administrar el flujo de trabajo, además de la automatización y el autoservicio impulsados por tecnología de IA. Todo esto permite que los tickets lleguen a los agentes indicados y que estos cuenten con el conocimiento que necesitan para resolver cualquier problema.

Zendesk also seamlessly integrates with other tools, data, and communications across all departments to ensure smooth customer interactions and fewer miscommunications within complex operations.

Más información sobre el software para el servicio de atención al cliente empresarial de Zendesk.

Zendesk para pequeñas y medianas empresas
Zendesk gives small and mighty teams the gift of efficiency. It’s powerful yet easy-to-use and designed to help your customer service team work better together, making the most of their time and energy. Plus, it’s easy to customize with the tools you already use so you can build on what you have.

Al trabajar dentro de nuestro espacio de trabajo centralizado, tendrás todas las herramientas necesarias para la gestión de pequeñas empresas, llevar un seguimiento de las preguntas de los clientes y compartir con ellos la información que necesitan, justo cuando la necesitan. Y, al utilizar las automatizaciones basadas en la IA de Zendesk y los espacios de trabajo dinámicos, tus equipos trabajarán de forma más inteligente y rápida y llegarán a más clientes.

Más información sobre el software para el servicio de atención al cliente de Zendesk para PYMES.

Zendesk para startups
Si les ofreces a tus clientes la experiencia que esperan, te ganarás su confianza y su lealtad. La solución de soporte omnicanal de Zendesk permite a las startups estar dondequiera que estén sus clientes. Integra los canales de soporte como correo electrónico, chat y teléfono en un solo lugar, y ahorra tiempo con las opciones de autoservicio.

The best part? Zendesk for Startups provides a free 6-month credit—including access to tailored resources and a growing network and community of customer experience leaders.

Más información sobre el software para el servicio de atención al cliente de startups de Zendesk.

Features of Zendesk's customer service software

  • Ticket routing
  • Software para chat en vivo
  • Native integrations
  • Base de conocimientos
  • API
  • Tracking and reporting
  • Self-service portal
  • Foros de la comunidad
  • Automation

2. Sprout Social

Herramienta de gestión de redes sociales Sprout Social

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With the ever-growing adoption of social media for communication, customer service software that helps support teams deliver cohesive social support experiences is immensely valuable. Through its combination of sales, support, marketing, social media monitoring, and engagement features, Sprout Social helps facilitate conversations across all social media channels.

And by connecting social media teams and support agents, Sprout Social eliminates disconnected or siloed communication and workflows.

Funciones

  • Informes y análisis
  • Automation
  • Tracking and reporting
  • Customer segmentation
  • Social media monitoring/management
  • Post scheduling

Más información sobre la integración con Zendesk de Sprout Social.

3. Hootsuite

Herramienta de gestión de redes sociales Hootsuite

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Hootsuite helps teams engage with customers and schedule content across multiple social networks from one secure web-based dashboard. Its wide range of features and a large library of integrations make Hootsuite a solid overall tool for service operations.

Combined with Zendesk through a native integration, you can use Hootsuite to create, update, review, and edit tickets from social media. With Hootsuite and Zendesk, you remove the silos that often pop up between social and support teams. The result is better, more seamless customer interactions across all channels.

Funciones

  • Automation
  • Tracking and reporting
  • Customer segmentation
  • Social media monitoring/management
  • Post scheduling

Más información sobre la aplicación de Zendesk para Hootsuite.

4. MailChimp

Herramienta de marketing en línea MailChimp

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MailChimp enables businesses to create, send, and track email newsletters, signup forms, and event invitations. Teams can personalize emails with targeted customer segments when integrating a customer support system like Zendesk Support.

But even more than that, for a smaller business, MailChimp can double as an all-in-one marketing platform. Though you’ll need one of their more expensive plans, you can use MailChimp to create landing pages and ad campaigns, track performance, and automate emails.

Funciones

  • Tracking and reporting
  • Contact management
  • Landing page and email design tools
  • Automation
  • Social media monitoring
  • Chat en vivo

Más información sobre cómo conectar Zendesk Support y Mailchimp.

5. Apple Business Chat

Herramienta de mensajería Business Chat de Apple

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Con Business Chat de Apple, los clientes pueden obtener respuestas a sus preguntas, programar citas, resolver problemas y hacer compras, sin necesidad de salir del Messenger.

Para garantizar una experiencia de conversación coherente y sin problemas a través de canales de mensajería personalizados como Business Chat de Apple, una empresa necesitará un socio de mensajería, por ejemplo, Sunshine Conversations.

Funciones

  • Native integrations
  • Booking
  • Payments
  • Image/audio/video file support
  • API

Más información sobre cómo integrar Business Chat de Apple con Zendesk Support.

6. Facebook

Herramienta de mensajería Facebook Messenger

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Facebook Messenger y WhatsApp permiten a los clientes obtener un servicio de mensajería rápido y práctico en teléfonos de todo el mundo. Con una plataforma CRM como Sunshine Conversations, los clientes pueden hacer de todo, desde cambiar una reserva de hotel, pagar una factura o encontrar el color de lápiz labial perfecto, dentro del hilo de los mensajes.

Funciones

  • Native integrations
  • Booking
  • Payments
  • Image/audio/video file support
  • API

Más información sobre cómo usar los canales de mensajería habituales como WhatsApp y Facebook Messenger con Zendesk.

7. SurveyMonkey

Herramienta de encuestas a clientes SurveyMonkey

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SurveyMonkey is a customer service tool that provides businesses with templates for a plethora of customer surveys to glean insight into things like product feedback and CSAT. And with SurveyMonkey’s extensive library of integrations, you can easily work this tool into your existing workflow.

In other words, SurveyMonkey enables you to gather feedback from customers or employees with minimal disruption to you and them.

Funciones

  • Live results tracking
  • Polling
  • Tracking and reporting
  • Image/audio/video file support
  • Email distribution
  • Native integrations
  • API

Más información sobre la integración de la aplicación SurveyMonkey con Zendesk.

8. Slack

Herramienta de comunicación Slack

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Slack permite a los clientes internos obtener sin problemas el apoyo de los departamentos de TI o de RR. HH., desde el mismo canal que utilizan para comunicarse con sus compañeros de equipo. Cuando se combina con un robot alimentado por la IA, como el Answer Bot de Zendesk, los empleados pueden resolver sus problemas con Slack a escala.

Cuando se integra con una solución de software para el servicio de atención al cliente, Slack también permite que los agentes se comuniquen mejor entre sí mientras resuelven los tickets para una colaboración más racionalizada y rápida.

Funciones

  • Chat en vivo
  • Videoconferencia
  • Mensajería
  • Native integrations
  • API
  • Foros de la comunidad
  • Surveys

Más información sobre Slack para Zendesk Support.

9. Recurly

Herramienta de gestión de suscripciones de Recurly

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Recurly proporciona una versátil plataforma de gestión de facturación de suscripciones para manejar todo el ciclo de vida del suscriptor. Cuando se integren con un sistema de soporte como Zendesk Support, los agentes ya no tendrán que cambiar a pestañas o sistemas separados para ver o cambiar los detalles de suscripción del cliente.

Plus, Recurly is powerful in its own right, enabling your team to easily manage subscriptions, offer discount codes, set up recurring payments, and more.

Funciones

  • Native integrations
  • API
  • Self-service portal
  • Automation
  • Subscription management
  • Multiple payment options

Más información sobre Recurly para Zendesk.

10. NICE inContact CXone

Herramienta de software del centro de llamadas NICE inContact

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NICE inContact CXone Agent consolidates customer context and contact center controls into a single interface for more efficient agents and better customer experiences. What really sets NICE inContact apart is its breadth of features for more sophisticated, larger service operations.

In addition to voice solutions, ticketing routing, and other standard customer service capabilities, NICE also provides valuable workforce and quality management tools that enable your service managers to continuously improve their team’s performance.

Funciones

  • Ticket routing
  • Workforce management
  • Customer surveys
  • Software para chat en vivo
  • Native integrations
  • Base de conocimientos
  • API
  • Tracking and reporting
  • Self-service portal
  • Automation

Más información sobre NICE inContact CXone Agent para Zendesk.

11. EZOfficeInventory

Herramienta de software de seguimiento de activos EZOfficeInventory

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EZOfficeInventory permite a las organizaciones de todo el mundo gestionar los tickets e incidentes relacionados con el equipo, los activos y el inventario.

Los casos de uso típicos pueden incluir a un empleado que presenta un ticket por su ordenador dañado o una persona en el campo que requiere ayuda para usar una perforadora: EZOfficeInventory administra los detalles relacionados con los activos, mientras que una herramienta de soporte como Zendesk administra el flujo de trabajo de los tickets.

Funciones

  • Native integrations
  • Base de conocimientos
  • Asset tracking
  • Barcode scanning
  • Maintenance scheduling
  • API
  • Tracking and reporting

Más información sobre la integración de la aplicación EZOfficeIventory con Zendesk.

12. Boss Solutions Suite

Herramienta ITIL de BOSS Solutions

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Boss Solutions Suite provides businesses with a fully integrated ITIL-based help desk software and IT asset management solution available on-premise or on the cloud. Their customers include public, education, and healthcare institutions.

In addition to ticket routing, knowledge management, and self-service, Boss Solutions provides asset, incident, and change management capabilities.

Funciones

  • Ticket routing
  • Native integrations
  • Base de conocimientos
  • API
  • Tracking and reporting
  • Self-service portal
  • Automation

13. Jira Service Desk

Herramienta Jira Service Desk

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Jira Service Management empowers IT teams with a modern service desk that has everything they need out-of-the-box, including ITIL-certified processes. Jira is developed by Atlassian and it bills itself as the solution to silos between developers, operations, and IT.

All that said, non-IT customer service professionals may find that Jira’s feature set is excessive for their needs. If you’re not sure, go ahead and take JIRA for a spin; they offer 7-day free trials and they have a free plan that can give you a feel for the software.

Funciones

  • Ticket routing
  • Software para chat en vivo
  • Native integrations
  • Base de conocimientos
  • API
  • Tracking and reporting
  • Self-service portal
  • Automation

Learn more about Jira for Zendesk.

14. LiveAgent

LiveAgent customer service tool

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If your service team spends a lot of time serving customers with live chat, LiveAgent is definitely a tool to consider. LiveAgent improves live chat service delivery with features like real-time typing view, website monitoring for chat engagement, and proactive chat invitations based on the active agent availability.

LiveAgent is an especially solid solution for smaller service teams that use WordPress. And its large library of native integrations allows your team to seamlessly work it into their existing workflows. Plus it has native integrations for many of the most popular apps that support teams use.

Funciones

  • Ticket routing
  • Software para chat en vivo
  • Native integrations
  • Base de conocimientos
  • API
  • Tracking and reporting
  • Self-service portal
  • Foros de la comunidad
  • Automation

15. Freshdesk

Freshdesk customer service software

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Freshdesk helps customer service teams streamline collaboration and automation with its intuitive interface and affordable price. In their more expensive plans, Freskdesh offers all the key features you’d expect in customer support management software including team dashboards, social signals, ticket routing, and chatbots.

Another nice perk is that through Freshworks Academy, you can offload some of the burden of training your agents on the system.

Funciones

  • Ticket routing
  • Software para chat en vivo
  • Native integrations
  • Base de conocimientos
  • API
  • Tracking and reporting
  • Self-service portal
  • Foros de la comunidad
  • Automation

A summary of the top customer service software solutions

Here’s how our top 15 picks for customer service software stack up against one another at a glance:

Software para servicio de atención al cliente

Conversation Routing

Software para chat en vivo

Native Integrations

Ticket Routing

API

Zendesk

Sprout Social

X

X

Hootsuite

X

X

MailChimp

X

X

X

Business Chat de Apple

X

X

Facebook

X

X

SurveyMonkey

X

X

X

Slack

X

X

Recurly

X

X

X

NICE inContact CXone

EZOffice Inventory

X

X

Boss Solutions Suite

X

X

Jira Service Management

X

LiveAgent

Freshdesk

¿Cómo elegir el mejor software de gestión del servicio de atención al cliente para tu empresa?

Your customer service software is key to your support team’s day-to-day operations. So finding the right mix of tools is a big deal.

To help you think about what tools might be the best for your team, read through the six questions listed below:

Is customer service software easy to implement?

Customer service software’s ease of implementation depends on many individual factors. How easy one system is to implement versus another depends on your desired integrations, workflows, customization needs, and other factors.

That said, web-based customer service tools are generally easier to implement than desktop-based software. Still, in the vast majority of cases, businesses should be able to start servicing customers with software that fits into their existing infrastructure within a few days.

Does the customer service app provide agents with collaboration tools?

The best customer service software app equips agents with collaboration tools and streamlines workflows so they can work better together and solve customer questions efficiently.

Por ejemplo, con el enrutamiento basado en las aptitudes, se atiende a los agentes con preguntas basadas en la experiencia, como el área de producto o el idioma. Y cuando el software para el servicio de atención al cliente se integra con otras herramientas internas, como el correo electrónico y Slack, los agentes pueden compartir las mejores prácticas entre los departamentos.

Will customer service software allow you to seamlessly scale?

A medida que una empresa crece, de igual modo debería hacerlo el servicio de atención al cliente. El software de soporte debe tener opciones para adaptarse a una empresa en crecimiento, como la capacidad de agregar o eliminar canales sin problemas e integrar nuevos sistemas y software.

Does customer service software come with analytics and reporting?

Los análisis del servicio de atención al cliente ayudan a una empresa a entender si los objetivos se cumplen y las estrategias funcionan. La generación de informes permite que las partes interesadas vean aquello que es relevante para ellas.

Is customer service software customizable to your business’ needs?

Un socio de servicio de atención al cliente ideal se puede configurar para admitir cualquier flujo de trabajo y tener capacidad para encargarse del negocio más complejo, pero lo suficientemente flexible para escalar a cualquier ritmo. Debería asimismo venir con aplicaciones e integraciones para permitir que los agentes personalicen su espacio de trabajo.

Try Zendesk’s customer service software for free

Seamless communication, personalized to your customers and centralized for your agents, doesn’t have to be a distant dream for you and your team. Zendesk’s customer service system combines it all—integrated customer data, knowledge base management, ticketing, live chat, and much more, to elevate your customer reach and bridge the gaps within your business.