Written by
Paulina
|
Published on
In this article, we will cover:
The crucial role of software support solutions
Software support is one of the most critical elements of your organizational journey. While creating a great product should be at the top of your priority list, without a smooth and efficient customer service solution, you will struggle to get through the door or keep your clients.
No matter the size of your business, building a strong customer service function can help you stay ahead of the competition, streamline your goals, and keep your clients happy. As customer expectations are at an all-time high, it is crucial to keep up with digital innovation for the health of your business.
Repeat customers tend to spend 67% more on products and services; thus, it’s clear that customer loyalty is crucial to cash flow. A well-rounded software support solution can help customers address technical issues fast, enhance end-user experience, and ensure the smooth operation of any software application.
The evolution of support software
Over the last few decades, software engineering has come a long way. Software applications now surround our lives, from e-mail exchanges to productivity apps and entertainment platforms. While software solutions were initially an industrial tool, with the boom of the World Wide Web in the early nineties, personal computers became increasingly accessible, opening up the world of software solutions to everyone.
While many organizations, till the present day, maintain phone helplines and PO Boxes, it’s been clear for some decades that software support requires an equally digital approach. Dedicated customer service mailboxes, while they can be initially straightforward to operate, led to issues of confusion, difficulty in tracking or organizing, and a failure to streamline processes.
Businesses had to find innovative software support solutions to tackle customer service inquiries. Intelligent chatbots, social media corporate accounts, smart forms, and self-service knowledge bases started to overtake the use of traditional channels, paving the way to a more interactive customer journey.
Integrated solutions, like Thena can help businesses tackle client inquiries and potential issues straight from their chosen communication channels, enhancing customer experience, reducing response times, and increasing overall productivity.
So, what key features should you focus on in your search for the best support software? Let’s find out.
Key features of effective support software systems
As 40% of customers are willing to stop doing business with an organization after a poor customer service experience, companies must find the right support software solution to fit their operations.
There is a wide range of features that support software can offer to bring out the most value in any business:
Automation
Setting up a variety of automation can speed up response times and help service team employees to be more productive. As 60% of consumers say that they would be more loyal to a brand with faster customer service, it’s evident that companies need to get this right!
With the help of AI-generated automated responses, first-line customer inquiries can be tackled with pre-populated helpful information and troubleshooting tips around the clock. Through workflow automation, end-user frustration can be quickly alleviated, while service teams can focus on high-priority complex escalations.
Ticket management
A streamlined ticket management system can save a lot of trouble for service teams and customers. With intelligent software support solutions, tickets can be automatically routed to the correct representative to reduce response times.
Ticket management functionalities also enable service teams to access ticket history and previous engagements with customers. As 33% of customers find it frustrating to repeat themselves through a triage process, this can significantly elevate customer satisfaction and shorten processing times.
In-depth analytics
Tracking support software analytics creates a streamlined customer journey and speeds up processes. However, in-depth metrics can be useful in other ways, too!
Analyzing end-user inquiry metrics can highlight bugs, accessibility issues, favorite features, and more to help continuously develop your software and create the best value for your customers. With the help of tagging and categories, support software solutions enable organizations to review bottlenecks and best-performing assets, celebrating successes and troubleshooting issues fast.
Integration capabilities
The best support software offers a range of integration capabilities to help create smooth workflows and customer journeys.
To support your service desk teams, support software solutions should integrate with CRM systems, video conferencing tools, or project management platforms. Linking various business tools enables the aggregation of customer data from multiple sources, offering a comprehensive view of the customer journey. Consequently, agents are better equipped to assist customers with fewer interactions.
Thena—Your ultimate support software solution
Thena's intelligent software support is a one-stop solution for managing customers on Slack, equipped with analytics to help you gain a competitive advantage in saturated markets where businesses often compete on the basis of superior customer experience.
The tool offers a range of capabilities such as:
Knowledge base accessibility
With the help of Thena, organizations can generate AI-powered responses through Slack straight from their knowledge base! Answer frequently asked questions with a click of a button, providing around-the-clock support to your end-users.
Automated responses can integrate a variety of information sources, including videos, files, and images, to speed up resolution times and allow service team members to focus on more complex tasks.
User-friendly ticket management system
Thena’s award-winning solution can create a unified hub for customer requests, consolidating support channels and streamlining escalation processes.
With our handy Kanban-board view, support teams can have a birdseye view of all incoming tickets, assigning inquiries to the right members and tracking ticket lifecycles with ease.
Thena can help your customers too! With the integrated conversational ticketing system, end-users no longer have to fill out lengthy forms; they can submit requests and inquiries straight in Slack!
Data insights
Make data your superpower! With Thena’s built-in customer service analytics, you can access a range of metrics to help you better understand your business. From frequently escalated issues to response times and demographics, you can better understand your user base with the help of our solutions!
What makes Thena different from the rest
We created our solution with your success in mind! Thena is specially built to facilitate your software support needs and help your service team achieve the most. Thena's customer service solutions help you achieve near-perfect customer satisfaction scores and further strengthen customer loyalty.
What makes Thena the best support software solution?
Improved customer satisfaction: With the help of Thena’s integrated capabilities, your customers can access information faster and easier. Nestled into Slack’s communication platform, your end-users can follow through on escalation processes and resolutions without wait times or lengthy forms!
Enhanced task management: Thena’s streamlined one-click request management and lifecycle tracking empower service teams to provide outstanding customer service solutions. With the help of easy-to-use Kanban boards organizations can ensure that no customer request ever goes missing!
Reduced response times: Convert Slack messages into tickets for improved cross-collaboration and seamless team communication. Without having to move out of Slack’s platform, service teams can tackle issues faster, leading to increased productivity and reduced response times.
Customer success stories
Nothing speaks louder than the success of companies that have already implemented Thena's Slack software support solution.
Take a look at some of the success stories we've collected:
WorkRamp
Our client, WorkRamp, a top-tier learning management system, was overwhelmed by a surge of support inquiries from various Slack channels and Intercom web chats, negatively impacting customer satisfaction and retention. After adopting Thena's Intercom connector, they've efficiently overhauled their support workflows, cut down response times, and increased their support team's capacity by 30%.
SpotDraft
Another winning story comes from SpotDraft, a contract management software company. They were struggling to handle increasing customer needs and jumbled messages from different sources like Slack and HubSpot. This confusion was slowing their team down, causing customers to be less happy with the service.
With Thena, however, SpotDraft was able to achieve a more streamlined tracking of customer queries, enhancing productivity and giving leadership clearer insights into customer engagement. Plus, they managed to:
Increase the efficiency of their support team by 20%.
Cut down the time it takes to respond to customers by 50%.
The bottom line
An outstanding software support solution can make a significant difference to organizational success. With a tool like Thena, customer journeys can be optimized with ease, creating an influx of cash flow and increased customer loyalty.
Give Thena a try today and revolutionize your software support journey.
