Which Customer Engagement and Support Tools are Right For You

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by Stefanie Amini

According to a recent survey, only 10% of consumers are satisfied with customer service from companies they deal with. We expect business organizations to try hard to offer excellent customer service. However, this is nothing more than a misconception.


Importance of Customer Service

According to a survey carried out by Help Scout, there are more than 80% of consumers are willing to spend more for a product or service that offers a better customer service experience. In simple words, this approach means customer service plays a crucial role in ensuring the success of a business organization.

Since customers are so important to every business organization, you have to choose the right customer engagement tools. In this article, we will tell you about some effective customer engagement tools.


Effective Customer Engagement and Support Tools to Consider

Customers always like to interact with a business. However, such interactions need to be properly managed to ensure efficiency and find ways to offer exceptional customer service and support.

LivePerson – LivePerson allows customers to interact instantaneously with customer support. An expert is always just a click away. LivePerson uses Cloud service to offer the best customer support solutions on a hosted basis. As the name suggests, customer service agents can interact with customers over Instant or Live Chat. Thus, customers are completely engaged until their issues have been resolved.

eGain – eGain is also an exceptional customer engagement tool. eGain is considered to be a social service. It lets consumers interact with business organizations through Twitter and Facebook. It also offers email and chat options. eGain also consists of discussion forums where consumers can go through different posts and help each other.

Intelliresponse – In case you are looking for 24-hour support, but don’t want expensive software, Intelliresponse will be your best choice. This program allows you to enhance multi-channel sales and the capabilities of your customer service. Intelliresponse guides your customers through information gathering and acts as a perfect online concierge.

Fonolo – This program will be your best choice if you want to speak with all your customers through the phone. With Fonolo, your customers will not have to wait on hold. A customer service agent will call back your customers.

Get Satisfaction – This program is equipped with a lot of different tools. With this software, customers can find tools like ebooks, videos, and webinars on your website.

At times, customers just want simple guidance or advice to handle and resolve issues on their own. There are many companies that offer aid to business organizations looking to provide better customer service. Companies like WalkMe allow customers to use self-service for menial issues. This allows them to resolve their own queries within a few minutes. As a result, companies don’t have to deal with a lot of incoming calls.

Consumers are guided through step-by-step processes on the internet. Thus, there is no room for confusion or error. With a decrease in the number of incoming calls, your call center can easily handle other serious issues.

Even if you are using an automated system that can resolve customer issues swiftly, you will notice better loyalty and customer satisfaction. While running a business, it becomes important to properly apply customer engagement tools within your existing framework. There are many different options you can choose from.

To make sure you offer better customer support, you need to choose an appropriate platform. You need to find ways to become more accessible to your customers. In simple words, you need to choose a platform that keeps your customers happy. If customer satisfaction becomes your priority, you will be amazed to see a significant increase in your profits. Whether you sell products or services, knowledge about your customers’ needs can help you grow and expand your reach.



StephStefanie Amini is the Marketing Director and Specialist in Customer Success at WalkMe, the world’s first interactive online guidance system. She is chief writer and editor of I Want It Now, a blog for Customer Service Experts.




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