By: Brightwurks, Inc.
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Customer service in the modern-day world has gained a lot of importance. It is now taken more seriously than before as a negative customer service experience can lead to consequences that may affect the organization’s sales revenues. Customers of today are more aware and better equipped to voice their concerns. And organizations have to provide a favorable customer service experience or risk losing their customers. Therefore, to offer a favorable experience and develop service procedures, many organizations use customer service tools like Helpscout. The tool provides different features that enable the organization to deliver better service quality.
One of the main features of the tool is Shared Inboxes. Customer service requires collaboration among team members and Shared Inboxes help them achieve that. All the team members are in sync with the activities of the team and this helps the team members in delegating each other work leading to better workload management. Options like Automate Actions, custom folders, and Bulk Replies reduce the workload on team members by automating several recurring tasks. Other options like tagging and private notes help the team members in internal communication.
Knowledge base software
The other prominent feature offered by the tool is the Knowledge Base software. The software helps users build a repository of articles and tutorial videos that provide assistance to the users and help them solve their queries by themselves. This also translates into a lesser workload on the members of the customer support team. The software also allows the user to launch a website dedicated to helping customers. The website works with all devices and is search optimized. The website also comes with built-in SSL.
Live chat and reporting
Apart from these, the tool also provides features that enable live chat with customers. This is a very effective feature and has found reasonable success among organizations. The feature has proven to be effective because it lets users solve customer queries in real-time without them having to wait for a long period. Additionally, the tool also offers reporting features. These enable the teams to evaluate and analyze their performance. The tool further offers integration options with over fifty online tools which include the likes of Jira, Woo-commerce, Hubspot, and Slack among others.
Company Name: Brightwurks, Inc.
Founded In: 2005
Address: 500 Harrison Ave. Floor 3R, Boston, MA, USA
Twitter ID: helpscout