Generally speaking, there are around six types of customer support platforms and customer support platform portals. You may find that your industry or business needs to engage only one of the six types or may want a more robust platform, such as one that may offer online customer satisfaction survey software and other features. All customer service platforms are designed to provide seamless workflows as well as offering optimal customer service.
From a support ticketing system to CRM software to knowledge base software, this article explains what each platform does and if and when you should implement it for your own business. Learn about the six different types of support platforms and which may be best for you to utilize.
1. Support Ticketing System
This type of customer service platform focuses on customer inquiries, requests, and problems and categorizes them by priority. This is a great way to let customers know you will be in touch with them as soon as possible as an auto-email typically goes out to the end-user when a support ticket is created. However, this type of system must be intuitive and simple for upper-level management or for supervisors to use. If a ticket becomes lost, that can be a big problem. This type of system should also keep good records so that a customer service agent can look up a user's prior tickets to help.
2. Service Desk Software
Service desk software is slightly different from ticketing software. It's a type of upgrade from straightforward ticketing. Service desk software will have a ticketing feature so that you're able to process tickets expediently, but it also includes additional and strategic features. As with ticketing software, service desk software should be intuitive for management and those in supervisory positions. In addition to ticketing, this type of software may also have service configuration, change requests, and license management capabilities.
3. Chatbots & Messaging
Messaging and customer service chatbots have been more prevalent in recent years. Messaging systems allow many employees to work from home while a customer service bot often can find an answer without contacting a live agent. Chatbots and messaging can be offered on many different platforms—through the company website, social media, or on a mobile app. Provided that the chatbot is connected to a "smart" database, many issues can be handled swiftly without having to tap into your labor force.
4. Phone Support Software
While phone support is typically no longer the main type of customer support platform, it is still very much real and is an ideal fit for some industries, such as in a call center. This type of software gives the customer a chance to leave a message and have their call returned or to speak with a live agent, depending on the software. Phone support software usually has features, such as automatic ticket creation, call recording, inbound call routing, and access to the customer's purchase and ticket history.
5. CRM Software
CRM stands for customer relationship management and its main function is to comprise a database of customer (or supplier) information. You may see CRM in procurement and purchasing or just in everyday customer service. Typically, the sales team has a shared inbox so they can access information at any time. CRM can also be used as a direct customer service tool, such as with online customer survey systems or online customer satisfaction survey software.
6. Knowledge Base Software
Sometimes, customers like to find answers on their own rather than conversing with a live agent or using a customer service chatbot. Knowledge base software builds a mecca of information that the customer can easily self-access without artificial intelligence (AI) or agent interaction. However, AI is still important here—it must be the driving force behind the knowledge base, or it won't be useful. The AI should catch when articles are no longer evergreen or when there is a distinct desire for answers to specific questions. In addition to robust AI, you can also build a community with knowledge base software by adding a "forum" or similar option so that users can help each other.
