5 Reasons to Use Customer Support System
- 15/12/2022
Customer support systems and customer experience management programs have become increasingly popular today. This is mainly due to the growing use of social media and the rise in the number of e-commerce consumers. As both the user base and the number of social media platforms expand, the volume of customer communication also increases. Additionally, the variety of channels through which customers reach out to businesses continues to diversify.
Conveniences Provided by a Customer Support Platform
E-commerce customers can reach out to companies via contact forms or live chat modules on websites. Additionally, they may contact businesses through WhatsApp, Facebook Messenger, and Instagram. Managing all these different communication channels simultaneously can become overwhelming.
This is where customer support platforms come into play. Thanks to multi-channel support capabilities, incoming messages from various platforms can be centralized into a single dashboard. This enables support agents to respond faster, reducing customer wait times. Ultimately, higher satisfaction leads to more loyal customers and increased sales in the long run.
Beyond multi-channel support, customer support platforms also offer automation, cost savings, analytics, help center functionality, and more.
1. Increasing Customer Satisfaction
Customer support platforms enable businesses to provide fast, reliable, and high-quality service. With built-in tools for efficient communication, businesses can respond quickly to inquiries, decreasing customer wait times and increasing satisfaction.
For instance, adding a live chat module to your website allows you to instantly respond to frequently asked questions such as:
“Where is my order?”
“Is this product available in another color?”
“My package arrived incomplete.”
2. Automating Business Processes
A customer support system can automate many repetitive tasks, improving agent productivity and reducing response times. This enables your support team to focus on more complex issues that require human intervention.
For example, you can create predefined response templates for common customer complaints. With smart automation, you can also define specific workflows that trigger appropriate actions—without requiring agents to manually intervene.
3. Saving Time and Money
Using a customer support platform significantly reduces the time and resources required to manage customer inquiries. Since all requests are gathered in a centralized platform, one agent can handle multiple channels instead of dedicating separate staff to each one—leading to potential cost savings of up to 40%.
With automation and template responses, agents can handle more tickets in less time, allowing them to focus on more strategic tasks.
4. Making Analytics Easy to Track
Customer support systems often come with built-in reporting tools that help track the performance of your support team. You can monitor metrics such as:
The number of requests each agent handles
Average response and resolution times
Customer satisfaction scores
Frequency of recurring issues
For example, you can measure how long it takes for an agent to pick up a call and resolve the issue. You can also assess customer satisfaction through post-interaction surveys. Identifying trends through analytics enables continuous improvement.
5. Centralizing Information via Help Center Integration
Customer support platforms centralize all relevant information your team may need to assist customers. Agents can quickly search internal knowledge bases using keywords to determine the right course of action.
Additionally, you can create a public Help Center to address frequently asked questions. By publishing guides and tutorials, customers can find solutions on their own without contacting your support team—reducing ticket volume and improving efficiency.
Who Should Use a Customer Support System?
Given these benefits, customer support systems are essential for businesses of all sizes and industries—from small e-commerce operations to large logistics companies.
However, not all platforms are equally suited for every organization. When selecting a system, consider the following:
Does the platform match your business needs?
Can it scale with your support team size?
Does it include live chat or other critical channels?
Is it compatible with your existing workflows?
The Easiest Way to Manage Customer Relationships: Grispi
Grispi offers everything you need in a customer support platform—live chat, automation, prewritten responses, and a customizable Help Center. It also includes features like a cloud-based call center, customizable request forms, and tailored customer experiences.
Start your 14-days free trial of Grispi Customer Support Platform today and discover how effortless customer relationship management can be.
