August 29, 2022

5 Best Practices for Integrating Data Across Your Customer Support Software

Share this story

5 Best Practices for Integrating Data Across Your Customer Support Software

In order to provide the best customer experience, it’s important to integrate your customer support software with other applications that you use to manage your business. This will allow you to have a single view of your customers and their interactions with your company. In this blog post, we dive into five best practices for integrating data across your customer support software.

What’s customer support software?

Customer service software, or customer experience software, is a computer application that helps businesses manage customer interactions. It includes a variety of features, such as help desk, live chat, and email support. Customer service software also typically integrates with other business applications, such as CRM (customer relationship management) and ERP (enterprise resource planning) systems.

What’s a customer service database?

A customer service database is a repository of customer information that can be used to support customer interactions. This data may include contact information, account details, case histories, and notes from previous conversations. The database itself is a part of a customer service software managing one or several types of interaction such as tickets, live chat, voice software, and more. A customer service database can be used to provide a single view of the customer across all channels of interaction.

Customer support software can be used to provide a single view of interactions across all channels.

5 best practices for integrating data across customer support software

Integrating your customer experience software with other business applications will allow you to have a single view of your customers and their interactions with your company. This will help you provide a better customer experience by giving you the ability to:

  • View all interactions with a customer in one place
  • Get a complete picture of each customer’s history with your company
  • Respond to inquiries faster and more efficiently
  • Resolve issues more effectively

Here are the top five best practices we’ve gathered for integrating data across customer support software.

Use two-way integrations across your business

There’s many different softwares you can integrate with your customer service software. Here’s a list of the most useful.

CRM integration: A CRM (customer relationship management) system is a software application that helps businesses manage customer data. A CRM integration allows you to view all interactions with a customer in one place, including sales, marketing, and customer service interactions.

ERP integration: An ERP (enterprise resource planning) system is a software application that helps businesses manage their back-office operations, such as accounting, inventory, and human resources. An ERP integration gives you a complete picture of each customer’s history with your company.

Live chat software: Live chat software is a customer service tool that allows you to have real-time conversations with customers. A live chat integration helps your company respond to inquiries faster and more efficiently.

Help desk software: Help desk software is a customer service tool that enables your agents to track, prioritize, and resolve customer issues. A help desk integration usually results in your contact center resolving issues more effectively.

Email software: Email software is a customer service tool that allows you to manage customer emails in one place. An email integration allows you to manage all customer interactions in one place.

Social media integration: This integration let’s agents communicate with their customers on social channels like Facebook and Twitter, and receive notifications about important tweets from artificial intelligence (AI)-powered social signals.

In order to get the most out of your customer support software, it’s important to use two-way integrations. Two-way integrations allow your customer support software to share data with other business applications, and vice versa. This type of integration will give you the most complete view of your customers and their interactions with your company.

If you’re not already sold on two-way integration, here are a few benefits to keep in mind:

  • You’ll have a complete view of your customer data. When you use two-way integrations, you’ll be able to see all of your customer data in one place. This includes sales data, marketing data, customer service data, and more. Two-way integrations also improve the quality of your customer data by ensuring that all data is accurate and up-to-date.
  • You’ll be able to provide a better customer experience. Two-way integrations allow you to have a single view of your customers and their interactions with your company. This will help you provide a better customer experience by giving you the ability to view all interactions with a customer in one place, get a complete picture of each customer’s history with your company, and respond to inquiries faster and more efficiently.
  • You’ll save time and money. Using two-way integrations will save you time and money by eliminating the need to manually transfer data between different business applications. Two-way integrations also increase the efficiency of your customer support team by giving them the ability to resolve issues more effectively.

Focus on relevant data

When integrating data across your customer experience software, it’s important to focus on the data that is most relevant to your business. There’s no need to integrate every piece of data from every software application. Instead, focus on the data that will help you improve the customer experience and increase efficiency.

Some of the most important data to focus on when integrating your customer support software includes:

  • Customer contact information: Customer contact information, such as name, email address, and phone number, is essential for providing a great customer experience. This type of data should be integrated across all customer-facing software applications, including CRM, live chat, and help desk software.
  • Customer interaction history: A complete history of customer interactions, including sales, marketing, and customer service interactions, is also essential for providing a great customer experience. This type of data should be integrated across all customer-facing software, including CRM, live chat, and help desk software.
  • Customer support ticket data: Ticket data, such as ticket status, priority, and assignee, is key for managing customer support effectively. This type of data should be integrated across all customer-facing software applications as well, including CRM, live chat, and help desk software.

Keep your data clean

Well-maintained data is good data. To maintain a healthy customer support software and help your company adhere to data protection regulations, make sure to follow these best practices:

  • Only collect relevant and useful data for your company
  • Purge data you no longer need
  • Store your data securely
  • Maintain data integrity in your apps
  • Avoid and fix duplicate contacts and tickets
  • Ensure customer data is accurate and up-to-date
  • Segment your data to improve the customer experience
  • Regularly back up your data

Integrating customer support software with other business applications can help you collect and maintain clean data. When integrating data, be sure to only collect the data that is most relevant and useful for your company. And, when purging data, make sure to delete all copies of the data from all software applications.

Customer support software that enables your agents to track, prioritize, and resolve customer issues.

In order to keep your customer experience software running smoothly, it’s important to regularly back up your data. This will ensure that you have a copy of your customer data in case something goes wrong with the integration or one of the software applications involved.

Data integrity is essential for providing a great customer experience. When integrating data, be sure to avoid and fix duplicate contacts and tickets. Additionally, make sure that customer data is accurate and up-to-date in all software applications.

Finally, segmenting your data can improve the customer experience by allowing you to target specific groups of customers with relevant information. Be sure to segment your data so that you can easily target specific groups of customers with the most relevant information.

Visualize data via a single pane, easy-to-use console

There’s no point in integrating data across your customer experience software if your team can’t easily access the data. Make it easy for your team to action on customer data by implementing a software that efficiently visualizes that data.

A great customer support software will have an easy-to-use agent dashboard that allows your team to quickly view customer data, including customer contact information, interaction history, and customer support ticket data. Additionally, the console should allow your team to easily segment data and target specific groups of customers. Here’s what you should look for in an agent dashboard:

Provides only the right information at the right time: Eliminate the hassle of toggling between screens when time is of the essence. Enable your agents with the information and context they need to succeed from a single window.

Supports a unified channel strategy: Find a software that gives your agents the ability to engage with customers on their channels of choice from one dashboard, whether it’s voice, email, webchat or another channel. 

Is easily configurable: Whichever software you choose, make sure it’s adaptable to the needs of your business. You should be able to modify agent desktops based on contact center roles and select the data and layouts needed to address your customers’ specific needs.

Implementing a customer support software with a great visualization tool will help your team be more efficient and provide a better customer experience.

Use data to improve the customer experience

The ultimate goal of integrating data across your customer support software is to improve the customer experience. Use the data you’ve collected and visualized to make decisions that will improve the customer experience. Some ways you can use data to improve the customer experience include:

Identifying and resolving issues quickly: Use data to identify customer service issues and resolve them quickly.

Improving customer self-service: Use data to improve the quality and accuracy of your self-service content, so customers can find answers to their questions without needing to contact customer support.

Building targeted marketing campaigns: Use data to segment your customers and create targeted marketing campaigns that are relevant to their needs and interests.

Boost contact center efficiency: In addition to improving the customer experience, data can also be used to improve the efficiency of your customer support team. Use data to automate tasks, such as contact updates and ticket assignment, so your team can focus on more important tasks. 

Data can also be used to identify process improvements. For example, if you notice that a particular type of customer support issue is taking longer to resolve than others, you can use data to troubleshoot the issue and find a solution.

By following these best practices, you can ensure that your customer support software is integrated effectively and efficiently. Doing so will improve the quality of your data and help you better meet the needs of your customers. If you’re looking for a customer support software that integrates easily with other software applications, check out LiveVox.

Frequently asked questions

How do companies manage tons of support emails?

The best way to manage a high volume of customer support emails is to use an email management software. This type of software includes features that help you automate tasks, such as contact updates and ticket assignment, so your team can focus on more important tasks. Email management software also allows you to segment your customers and create targeted marketing campaigns that are relevant to their needs and interests.

What are the benefits of live customer support software?

Some benefits of using live customer support software include:

Improved customer satisfaction: Customers who can reach a live customer support representative are more likely to be satisfied with the service they receive.
Increased sales: Live customer support can help increase sales by providing potential customers with the information they need to make a purchase.
Reduced costs: Automating tasks, such as contact updates and ticket assignment, can help reduce the costs associated with customer support. In addition, using data to identify process improvements can also help reduce costs.

What’s the best way to keep customer data secure?

To keep customer data secure, make sure to only collect relevant and useful data for your company. You should also purge data you no longer need and store your data securely. Avoid and fix duplicate contacts as well. And finally, make sure to maintain data integrity in your apps.

What’s the best way to improve customer self-service?

The best way to improve customer self-service is to use data to improve the quality and accuracy of your self-service content. You can also use data to segment your customers and create targeted marketing campaigns that are relevant to their needs and interests.

By following the tips and information in this post, you can start to improve your customer experience by integrating your customer experience software with other business applications.

If you’re searching for the best way to integrate your data across multiple software applications, partner with LiveVox . We integrate easily with other software applications, so you can get the most out of your customer data. Our solution also allows you to segment your customers and create targeted marketing campaigns that are relevant to their needs and interests. By using LiveVox, you can improve the quality of your data and better meet the needs of your customers. Learn more about how we can help you integrate your customer data.

Keep Up-To-Date on the Latest Contact Center News

Subscribe to our newsletter and stay current on all the latest technological advances in the contact center space.

About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

You May Also Like