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Customer Service Outsourcing: Key Customer Service Software Features

Key customer service outsourcing software features are critical in business operations.

The customer service software market is expected to grow at a CAGR of around 17% during the forecast period. (FutureMarketInsights)

The use of call center and customer service software is essential in improving operations in a customer service outsourcing and business setting. Typically, the features of customer service software are the following:

•           Email/Help Desk

•           FAQs/Forum

•           Knowledge Base

•           Phone Support

•           24/7 (Live Rep)

•           Chat

•           Appointment Management

Read more on essential features to look for when deciding on a customer service software:

Application Integration

Your customer service software needs to have Integration capabilities. Easy integrations for other customer support products or software. Some software even provide solutions with prebuilt integrations. Integrations are a critical feature in providing additional features for improved operations.

Intelligent Call Routing 

Calls can be routed to respective agents or technical experts who can efficiently handle issues and provide resolutions.

This customer service software feature can improve metrics and KPIs such as the volume of calls, First Contact Resolution (FCR) rate and Average Handling Time (AHT).

Ticketing System

Customer Service Outsourcing lets you work with talents that have the right technical expertise. Help desk tools and integrated ticketing systems in customer service software across customer channels allows customers access to technical support and allows for efficient management and resolution of customer concerns.

Knowledge Base

Self-service options such as employee access to the Knowledge Base are an important aspect contributing to customer service outsourcing providers’ overall customer experience.

Connext Global Solutions Provides Secure Software Integrations and Customer Service Solutions

Connext Global Solutions is a business process and customer service outsourcing company that powers small to medium businesses by hiring, building, training, and managing offshore remote teams.

Customer Service, call center software and a lot more can be integrated by Connext Global Solutions within your dedicated remote support teams. Connext Global Solutions is capable of working with and integrating current systems and software clients use in their customer service processes. A number of active Connext clients, through Connext, successfully integrate and currently use contact center software in their operations.

The company is equipped with industry-leading digital security systems and processes. We have SOC-2 compliant and have secure operating controls and processes for a seamless integration and deployment of these software across our servers.

Outsource software integration and customer service to Connext Global Solutions today.