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March 29, 2022

Customer Service Software: The Complete Buyer’s Guide

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The most basic role of customer service software is to provide a centralized system.

Successful businesses invest in customer service software to improve their customer experience. When you look at the numbers, you don’t have to wonder why so many of these companies are prioritizing their customer service software. 

According to Microsoft, 72% of consumers say that when contacting customer service, they expect the agent to “know who they are, what they have purchased and have insights into their previous engagements.” This seems like a tall order, but it’s made possible with the right customer service software.

With so many software options available, it can be difficult to know where to start. In this article, we’ll give you the basics of customer service software: what it is, how it works, and how it benefits your team. We’ll also provide key tips, the latest trends, and an overview of the available features. By the end of this article, you’ll have a better understanding of how to choose the ideal customer service software for your company.

What is customer service software?

Customer service software is a valuable investment for companies of all sizes. 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, and resolve customer queries on a large scale.

Customer service software includes any tools that help inform or facilitate customer service delivery. This includes knowledge bases, messaging apps, automation software, analytics dashboards, and more. By investing in customer service software, your company can provide a better experience for your customers and employees, leading to increased satisfaction and loyalty across the board.

How does customer service software work?

If you’re a company looking to invest in and implement customer service software, you’re making a smart decision. Customer service software helps improve customer service by letting teams see all customer conversations and information in one place.

Customer support agents can better help customers no matter what channel they’re using. This not only makes it easier for your team to provide great customer service, but it also makes it easier for customers to get the help they need.

What are the main benefits of customer service software?

Customer service software helps your company in a variety of ways. It’s an incredibly versatile tool that helps realize the full potential of your customer support.

If you’re a company looking to invest in customer service software, there are a few key benefits you can expect to see. First, customer service software helps decrease cart abandonment rates. This is because customers are able to get the help they need quickly and easily, without ever having to leave your website. This leads to increased loyalty and revenue, as customers are happier with your customer service overall.

Customer service software helps decrease cart abandonment rates.

Second, customer service software is fully customizable and scalable. This means that you can tailor the software to fit your specific needs, and then grow it as your company grows. No matter what size your company is, customer service software is a valuable tool.

Finally, customer service software is adaptable. This means that it can be used in a variety of ways to improve your customer service process. Whether you want to use it to manage customer support tickets or to provide live chat support, the options are endless.

Here are some additional benefits of customer service software:

Strengthen your customer connections

It’s not just customer service that can be made better with technology. It’s your customer relationships too. The best way to strengthen those relationships is through personalized service and interactions. Customer service software is the perfect tool for engaging with customers more efficiently. It can help you store essential customer data, answer messages quickly and easily, and provide personalized service that will keep your customers coming back for more.

Resolve customer problems quicker

Customer service software allows your team to quickly and easily solve customer problems, improving response times and customer satisfaction. It offers many features that can benefit your teams, such as automatic ticket routing and real-time support options like live chat. By choosing the right customer service software, you can make sure your team has the tools they need to provide quick yet thorough customer service.

Increase customer satisfaction and loyalty

Customer service software drastically improves customer satisfaction and loyalty. With tools like proactive chat invitations and real-time monitoring, customer service software helps you resolve customer issues proactively. This can lead to a better customer experience and more loyal customers.

Decrease inquiries with self-service

Customer service software is designed to help your team manage customer interactions and resolve customer issues more effectively. This software streamlines your customer support process by providing your team with the tools they need to quickly and accurately address customer concerns. It helps your agents decrease response time via self-service options for your customers. By giving your customers access to FAQs, how-to articles, and community forums, you enable them to resolve their issues independently without having to contact customer support. This helps improve customer satisfaction and reduce customer wait times.

Improve agent productivity

If you’re looking for a way to boost your team’s productivity, customer service software is a great option. This type of software is designed to help customer support agents manage their work more effectively. By incorporating goals, KPIs, and performance metrics, customer service software promotes healthy competition and increases productivity.

Optimize with support automation

Customer support agent burnout is real. However, customer service software can take the burden off of your agents’ shoulders by automating some of their tasks. By automating mundane and administrative tasks, agents resolve customer issues more quickly and efficiently. This frees up your customer support agents to focus on more complex customer issues. In the end, customer support automation leads to increased customer satisfaction and keeps your customer support team happy.

The most common customer service software features

The specific features of customer service software vary. But the main functions can be broken down into these six buckets:

Collect customer interactions and data

Collecting customer interactions is the first step in any support process. Customer service software collects customer interactions and data in one place, making it easier for customer service reps to help customers. Customer service software provides the first point of interaction between the customer and the service agent. This helps to speed up the support process and make it more efficient.

Organize incoming communications

With customer inquiries, requests, and conversations coming in across channels, organization is key for a support center. Organization features take incoming communications and create a process for support teams to manage call volumes, view tasks, and respond within a pre-selected timeframe. Customer support software allows for both manual organization of information as well as automatic organization based on set rules.

Streamline communication and collaboration

Customer-facing teams aren’t the only ones shaping customer support. Business operations teams also affect the customer experience. They can even help reduce the number of customer support requests by providing self-service information to customers.

Customer support software not only helps streamline communication between customers and agents but also between internal teams. It can assign conversations to specific agents based on skill set, store relevant notes for each customer, and allow agents to loop in other team members to assist if needed.

Respond quickly and effectively

Customer support software includes features that help your agents respond to customers quickly and effectively. Text editors, social messaging tools, and knowledge base systems all help agents respond to customers quicker and serve them better. With agents managing multiple customer inquiries across channels at the same time, it’s key that a software solution pulls in all information into one unified platform.

Integrate with other systems

Communication systems like Slack and Microsoft Teams, CRM software, social tools, and other internal systems help keep your company connected, organized, and functioning. Customer software tools offer direct integration across systems, so your teams won’t skip a beat.

Analyze and report

Customer service software helps you better understand your customers and their needs, as well as track customer satisfaction and request volumes over time. Reporting and analysis features in customer service software allow you to spot common customer issues and trends, so you can address them quickly and effectively. When choosing software, be sure to look for key features like time to first response, customer satisfaction levels, and time to resolution. With the right software in place, you can provide your customers with the best possible experience and keep them coming back.

Customer service software is essential for any business that wants to provide quality customer support. It helps you manage customer interactions, track customer data, and resolve customer issues. There are a variety of customer service software platforms available, each with its own unique set of features and functionality. To find the best customer service software for your business, you need to first understand your needs and requirements.

Customer service software is essential for any business that wants to provide quality customer support.

What are the specific tasks or processes that you want your customer service software to handle? Do you need a platform that can help you manage customer data? Or are you looking for a tool that will help you resolve customer issues more efficiently? Once you have a clear understanding of your needs, start evaluating different customer service software platforms.

Current customer service software trends

Like so many other technologies, customer service software has come a long way in the last five years. Here are some of the most current trends across the customer service software industry:

Cloud-based software

Customer service software is typically broken into three categories: on-premise, cloud-based, or hosted. Each of these options has its own set of benefits and drawbacks. Cloud-based contact centers are quickly becoming the most popular solution. This type of software provides mobility, lower upfront costs, and data security. 

Across the board, customer service software saves your business money in the long run by reducing customer churn and cutting IT administration costs. Be sure to weigh all your options and choose the option that’s best for your company.

Multichannel strategy

It’s no surprise that more and more companies are prioritizing the customer experience. Customer service software is a vital investment for companies looking to provide the best customer experience possible. It allows businesses to manage customer interactions across multiple channels, including phone, web, mobile, and social media. This multi-channel approach is necessary to meet the needs of today’s customer, who expects help in more than one place. 

In the coming years, customer service software will become even more important as businesses use automation and data analytics to cultivate customer relationships. Even with the rise of millennial customers, the telephone remains the preferred method for customer service. Customer service software is a must-have for companies looking to provide the best customer experience possible.

CRM integration

When it comes to customer service software, companies must invest in a system that will work well with their existing tools. Most customer service software has pre-built integrations with popular customer relationship management (CRM) systems. This allows customer service agents to retrieve customer data quickly and easily, as well as log call history and notes. 

CRM integration helps customer service agents take advantage of click-to-dial and other computer telephony integration (CTI) abilities. In general, CRM integration can save customer service agents around 20 seconds per call, which can add up to thousands of hours saved per year. So when choosing customer service software, it’s important to consider its integration capabilities.

How do you know which software is right for your business needs?

Start by doing some initial research (like reading this article), then gather your team to test viable solutions through demos and free trials. When you’re looking for customer service software, it’s important to invest in a solution that is easy to use and navigate. The software should be intuitive and easy to learn, so you can train your employees quickly. 

It’s also key to consider the implementation process. Some customer service software can be set up quickly and easily, while others may require more assistance from the IT department. Choose a vendor that is reliable and responsive, and that will provide support throughout the onboarding process.

Consider long-term effects as well. Does the customer service software have the ability to grow with your company? Will the software satisfy your needs in the future? Make sure to ask these questions before investing in customer service software. By taking all of these factors into account, you can be sure that you’re making the best decision for your organization.

How much does customer service software cost, and is it worth the investment?

In short, yes. Find a customer service software provider that is transparent with its pricing. Make sure the price or pricing plan you’re looking at includes all of the essential features your company needs. If you have to pay more for add-ons or extras, include these in your budget or consider if it’s worth it for your needs.

Also, take into account a customer service software provider’s mission and support. You want to make sure that you’re working with a company that aligns with yours and provides the best customer service support when your team needs it.

A complete customer service solution with LiveVox

LiveVox is a top provider of cloud contact center solutions, managing more than 14+ billion interactions a year across a multichannel environment. Our leading-edge risk mitigation and security capabilities help companies quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. To learn more, schedule a demo with us today.

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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

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

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