Do you want to be known in your industry for having an inconvenient, unhelpful call center?
My guess is, your answer is “no.” To avoid your support line turning into every customer’s worst nightmare, you need to invest in a call center software that lets you solve customer service issues faster and more efficiently.
There are many remote customer service tech solutions on the market. When you are considering changing your software, it can be overwhelming to know where to start looking. An excellent place to start is to examine the different categories of call center software that are available.
After reading this article, you will better understand the remote tech support software solutions currently on the market. You should also understand the advantages and disadvantages of each type of solution. By the end of this post, you should know what type of call center software is the right solution for your business.
Connecting with Customers using Call Center Software
When customers reach out to your call center, they have a specific need your team must meet to satisfy them. Unsatisfied customers don’t tend to stick around, so it is essential to keep the customers calling your support line feeling happy and helped.
Blitzz has been in the customer support game for long enough to know that you won’t be able to support your customers adequately without the right call center software. That is why we offer Blitzz Concierge, our download-free, innovative remote video support tool. Schedule a demo of Blitzz today, and read on to learn more about all the different types of call center software on the market.
Strengths and Features
- Interactive Voice Responses: A hallmark feature of phone-based call center software is interactive voice responses or IVR. This refers to the automated responses that greet your customers and filter their calls appropriately.
Though many customers may find this feature tiring if your menus are extensive, it is a valuable tool for saving your staff time, enabling them to spend more time helping customers and less time transferring calls.
- CRM Integration: Many phone-based call center software options allow you to integrate your call center software with your existing CRM. This feature can help guide staff toward solutions for callers by enabling them to reference past calls from the same client and more.
- Call Recording: Most phone-based call center software solutions have robust recording features. These features allow you to do regular quality management on your customer service calls. You can also analyze recordings to glean information that can help you shape your processes and procedures.
- Audio-Only: We have all tried our best to walk a colleague or relative through a technical issue on the phone. The result is often frustrating for both parties involved. Without seeing what your customers see through live visual support software, helping them solve their technical problems can be both trickier and more time-consuming.
- Long Wait Times: Some call center software solutions offer “callback” options. Instead of sitting in the queue, a customer can request that the system automatically call them back when it is their turn to speak to a representative—generally speaking. However, phone-based call centers still operate on a reactive model, with customer service agents fielding the calls as they come in rather than scheduling appointments.
Strengths and Features
- Screen-Sharing: A shared visual between the caller and the support agent is an essential benefit of using desktop-based software rather than a phone-based solution. Witnessing the client’s software issue firsthand helps the agent with troubleshooting.
- Remote Device Control: Remote device control takes screen-sharing to the next level. Most desktop-based support software programs will allow a support agent to take control of their customer’s computer remotely. Using remote control saves time and frustration for both the customer and the agent. Instead of having to coach them through the solution click-by-click slowly, the agent can simply perform the necessary fixes him- or herself.
- Ease of Scheduling: Generally speaking, customers schedule meetings for desktop-based software support rather than calling and waiting in a queue. Perhaps it is used in conjunction with a ticketing system or just old-fashioned email schedule coordination. Either way, this makes this type of support more convenient for both customers and support agents.
- Installation Required: To meet over most desktop-based support software, the customer must download that program onto their machine before meeting with support. Some customers may be hesitant to download the software or might be frustrated with the additional hoops they need to jump through just to get help.
- Lack of Portability: Desktop-based solutions work great when the issue is within the desktop. If your customer is struggling with a hardware problem or a program on a different machine, it can be challenging to troubleshoot using this type of tool.
Remote Video Support Software
Strengths and Features
- Augmented Reality (AR): Many remote video support tools incorporate augmented reality to make your customers’ support more engaging and easier to follow. For example, your technician can add pointers or text to the customer’s video screen, superimposed over the live video of their technical issue. Many programs can also scan and analyze text, like serial numbers or barcodes, to save your customers the trouble of reading them off or typing them in.
- Convenience and Portability: Remote video support tools are usually available on mobile platforms. Tools on mobile platforms make it much easier for your customers to troubleshoot technical issues that stem from locations away from their desks. Instead of being chained to your desktop to receive support or stuck in an endless loop of hold music, remote video support tools allow your call center agents to meet customers where they are and help them with issues quickly and efficiently.
- Ease of Scheduling: Much like desktop-based software, most remote video support calls are not showing up in your call center queue. In general, customers schedule mobile support when convenient for them, alleviating the pain of waiting on hold for a support agent to be available.
- Complex Interface: Remote visual support software tools are capable of doing a lot. In some tools, the interface shows it. Since most of your customers will not regularly use this support app, the interface must be as user-friendly as possible.
- App Downloads: Many remote visual support programs require customers to download an app on their mobile device to receive help. An app download creates an additional barrier for the customer and can cause frustration in an already irritated client. Of course, tools like Blitzz boast all the advantages of remote visual support but require no app download and utilize a simple, user-friendly interface.
Choosing the Right Call Center Software to Connect with Your Customers
This post should have given you a solid understanding of the different types of call center software currently available. Carefully consider the needs of your business and the expectations of your customers before deciding which support software is right for you.
If you are interested in exploring a quality, simple-to-use remote video support tool for your call center software solution, give Blitzz a try for free today!