Customer Service Software
Published March 28th, 2017 by

The Secret Ingredients of  Flawless Customer Support

If you are here to figure out how to improve your customer support, you’ve come to the right place. Customer support has become one of the most important things for modern businesses. A company needs to have a business plan, marketing campaign, interesting products, and all of those things.

Although, these are the typical elements any business organization should have, but they are not enough. In order to succeed, you need to take it to the next level. Exceptional customer support is connected to the additional effort business organizations put in to stay competitive and lure more customers.

Additionally, modern consumers love to connect with organizations. This is very important for them as they cherish their individuality and they don’t want to be looked at as “another customer”. Instead, they want to be treated with care and assisted when needed. Hence, a business needs to acquire all the necessary ingredients to offer exceptional customer support.

Live chat software

Nearly all businesses nowadays have their own websites. Not only this, they also focus most of their efforts online. There are a lot of potential online customers and businesses invest heavily in advertising, providing their clients with a great experience, and presenting themselves in the best light in the online world.

However, the problem is that there is no direct communication between the buyer and seller online. This means that companies cannot instantly persuade people to buy something by giving them additional information or by answering important questions.

This is exactly what a live chat software does. It is a channel that can be used by customer service personnel to communicate directly and share valuable information. You implement this tool in your business website and a chat box pops up on the visitor’s screen.

Some versions allow only chatting, while others permit video conversations as well. The only thing a potential customer has to do is click the chat box and ask important questions. He or she will be communicating with a company’s representative who can resolve their queries.

Knowledge base software

Simply put, a knowledge base solution improves the efficiency of customer support teams by multiple times and makes their jobs easier. A large number of modern consumers want to do things on their own. They like to find answers on their own and make a buying decision at their own pace, without talking to anyone.

A knowledge base is an information hub which contains a lot of important data about a business organization in regard to its products, services, discounts, special offers, promotions, prices, etc.

Instead of calling or contacting you, customers can just access your knowledge base and get the information they need. Additionally, even employees can use the knowledge base to get important data they need to handle certain tasks.

Customer support videos

One of the best and most efficient customer support methods a modern business organization can use is to create customer support videos. Video content has become a useful tool, especially nowadays when so many consumers prefer watching instead of reading.

Video content is more easily consumed than textual content as people don’t have the patience to read multiple lines of text. Luckily, with a good video, you can easily attract the attention of your visitors and share answers they are looking for.

First of all, you should make sure that your videos are short. They shouldn’t last longer than 2.5 minutes. It’s generally good to have a person speak to clients directly and talk about a certain topic. The overall tone and language should be simple to understand.

Talk about the issues directly. Don’t beat around the bush or try to be funny. This is a serious video which needs to deliver vital information to your customers. In the end, consider hiring professional video editors and adding some visual enhancements to make the video content more appealing.

Build a community around your business

Social media has become vital for businesses. The organizations that don’t have a social media presence are definitely missing out on a lot. Everyone is using social platforms today and chances are higher that many of your customers and the potential ones are actively using them as well.

This is why you need to build your presence on social media and be closer to people. Create a page for your business and share posts which are relevant to your products or services. Engage people, comment, discuss relevant topics, join conversations and share relevant feedback.

Also, make sure to listen to the suggestions of your customers and value their opinions. Over time, you will create a base of followers and people who will help each other online. You won’t have to put in much effort and the community will resolve issues on its own.

Having a social media community built around your business is a valuable resource that can boost the visibility of an organization.


These are the four key ingredients your customer support team needs to have to deliver an amazing experience to clients. If you work on these above-mentioned things and ensure proper implementation, you will be able to create a loyal customer base that will stay with you for a longer time.

Additionally, when you have so many loyal and satisfied customers, they will talk to other people about your business and refer friends or family members, which will help attract new leads.


Robin Singh

Robin is a Technical Support Executive. He is an expert in knowledge management and various Knowledge base tools. Currently, he is a resident knowledge management expert at ProProfs. In his free time, Robin enjoys reading and traveling.

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