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Huan Beale

                                                           Customer Service Systems

         "If you work just for money, you'll never make it, but if you love what you're doing and you
always put the customer first, success will be yours."               Ray Kroc

Customer service is the heart of any businesses. Understanding and effective responding to the customer needs and concerns is really important for a business to develop their customer service skills. Business needs to know what their customers' goals instead of convicing them to a specific product. Therefore, we do need a system to provide us strategies, planns to improve the quality of customer service.  Once you have a good handle on what is on his heart and mind, then you will know how to offer the customer helpful solutions that are attractive to him because they have value to him. The basic of good customer service is really simple: treat customers with respect; provide them with the information they need; make their shopping more convenient and satisfy them; make up our mistakes to them effiently. However, to many businesses, it is hard to deliver on such simple ideas. Therefore, we need software and technology help us to achieve high-quality customer services.
1. Software for organizing customer information 
To satisfy our customers, first, we need to know our costomers very well. Computer software can help us to organize, track, and update our customer information faster and easier. Customer service software will make reporting a lot easier. Without some sort of automation in place, it can be high cost of time and money to gather the information needed to make intelligent decision on staffing levels, supervisory needs and administrative goals. However, with a good customer service software package in place, the management team will have the information it needs to make those decisions. Members of the management team use customer service software to determine the most frequent subjects for calls, the daily volume of calls and the average time customer service reps are staying on the phone with callers.

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2. Software to improve customer service and track more cotomers

To a business, there are two aspects needed to be concerned all the time. When members of the management team are bogged down in manual reporting and day-to-day operations, it can be difficult to identify new opportunities for growth. For instance, if the reporting software shows that a large number of callers are looking for information about a new product or service, that could represent an opportunity to market related products and services. Without the proper software in place, the company would not have been able to analyze call volumes and identify those potential opportunities.

 3. Monitoring

To insure the satisfaction, business also needs a program to monitor the satisfactory result.


In some large and busy call centers, it is  difficult to evaluate the quality of the star performance, but customer service software can make it a lot easier. The best customer service software uses a number of built-in criteria to sort out the best representatives from all the rest. These metrics can include the time spent on each call, the level of customer satisfaction and the number of calls transferred or put on hold. Customer service software can be an excellent way to evaluate employee performance and to reward those high star performance.


4. Mobile App

HOW TO: Build a Mobile App for Better Customer Support