Qu’est-ce qu’un logiciel de service client ?

Customer service software is software that can be used for communication, analyzing customer support, and making reports. Every interaction between a company and customers, website visitors, or business partners is stored in tickets. Every time, when someone new contacts you, customer service software creates a new contact. Customers or web visitors can submit tickets via email, live chat, chatbot, web form, and the customer support ticketing software will automatically assign the ticket to the appropriate agent or department.

Les logiciels de service à la clientèle comme LiveAgent proposent également une gestion des tickets, des intégrations, la possibilité de créer un portail client, un chat en direct et de nombreuses autres fonctions. Vous pouvez également créer un rapport ou générer des statistiques sur le service clients et la satisfaction des clients.

Frequently Asked Questions

What is customer service software?
Customer service software is software that allows you to manage, organize and track customer requests. We have access to everything in one place. It consolidates problems, conversations, and also links them to specific customer records. The main function is the ticket system, which transforms all customer messages into tickets and in this form routes them to agents.
What are the types of customer service software?
We can distinguish three main types of customer service software: HelpDesk Software, CRM Software, LiveChat Software. HelpDesk Software is a software responsible for receiving requests from users and controlling their solution, which is the so-called single point of contact. CRM Software is software that allows you to manage customer relationships. LiveChat Software, on the other hand, is software that allows you to handle live chat.
How to choose the best customer service software?
To choose the best customer support software, you need to consider that it helps you with most (if not all) customer service processes. It should have access to all the communication channels you need, i.e. e-mails, telephones or social media. Live chat is an extremely important feature. Also pay attention to creating analyzes and reports that will allow you to improve customer service.

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Après avoir exploré notre page sur le logiciel de service client, vous pourriez être intéressé par en savoir plus sur les solutions logicielles. Découvrez notre article sur les logiciels de service pour comprendre quand et pourquoi ces outils sont nécessaires. Si vous souhaitez approfondir vos connaissances sur le service d'assistance en ligne, nous expliquons en détail ce qu'il est et répondons aux questions fréquentes. Pour ceux qui s'intéressent à des solutions locales, notre article sur un logiciel d'assistance sur site fournit des informations précieuses sur les helpdesks en local. Enfin, découvrez le rôle d'un agent de base et comment ils peuvent bénéficier à votre service client.