Tag Archives: crm tools

IT Support Software: Better Self-Solving for Happier Customers

IT support software

Having an amazing product or service out in the market is one thing, but offering customers something beyond the standard can go much, much farther.

After much evolution behind the concept of the customer over the years, the era of “customer service first” is well upon us. Today’s modern customer craves genuine connection, as well as easy access to the products, services, answers, and the service they need; needs that are met with advanced IT support software. Abinash Tripathy, CEO of Helpshift, summarizes this well:

“Customer service was the step child, the focus was on sales. Fast forward to today and better networks, the entry of apps and real=time data has made every enterprise wanting to focus on understanding their customers and consumers to serve them better. Otherwise, brands will die if they do not adapt to this changing world”

For businesses today, there is really nothing more important that the customer. We’re big on improving how businesses help their customers and have helped numerous companies in all industries make their IT support systems as flawless and seamless as possible.

Self-Help Solutions & Troubleshooters

The vast majority of customers today have preferences when it comes to how and when they can access support (as they should!). In fact, 72% of people think that self-service support is preferable as a fast and easy way to handle support issues, and 91% would regularly utilize an online, self-service support center if it was tailored to their needs (Desk.com).

Using the help of bite-sized, customized self-help support tools like troubleshooter decision trees can solve customer problems without the traditional help from a support agent, leaving them far more self-sufficient and pleased with the information your business has available. When YouMail needed a better IT support system for their customer, they relied on our help to create fully-functional self-support and troubleshooter decision trees.

“Zingtree has been a great help with providing our customers efficient and immediate assistance. The step by step process allows us to provide multiple solutions to some of our most common problems.” — Adnan Rahman, Customer Service Analyst

Happy Customers = Loyal Customers

Happy customers are the goal of every support department, and its must easier to achieve than one might think – fulfill the needs that they have, whether it be product/service related, or related to their questions, comments, and concerns. Having freedom of choice, a memorable brand, and easy access to assistance when needed can turn a business into a customer-centric company with hugely happy and loyal repeat customers.

There are a few great ways to make your customers happier, and it all starts with a solid IT support software system or CRM. By engaging with your customers regularly and giving them on-demand access to self-help support, everyone will be much happier.

IT Support Software: What Should It Accomplish?

Before considering an IT support software or CRM system to integrate into your daily operations, or if you’re re-evaluating your current system, it’s important to keep a few things in mind.

1. Does it help to support customers in self-solving? An IT support software system in the modern age should always allow customers to self-solve in one way or another. With such a high percentage of customers preferring a self-service support method over more traditional IT support, it’s necessary to offer a channel of solo access in order to keep customers happy.

2. Does it provide multi-channel support coverage? Not all customers are comfortable with ticket-based support, so it’s key to offer multiple channels of support – live chat, troubleshooters, etc – to connect and ask questions. If the IT support system doesn’t provide multi-channel support in itself, an integration can be a helpful substitute.

3. Does it connect with other powerful apps and tools? No single IT support system or CRM platform will have 100% of the features and add-ons that your company could want. However, many of the best have application marketplaces and useful integrations (like our own customer support app for Zendesk) that extend the functionality of your whole support system.

4. Does it help organize and streamline support-related tasks? Every good piece of IT support software will have some kind of task-based organization, but the best ones will allow you to collaborate, plan, manage, track, and analyze every kind of support-related task (and sub-task) to help make support teams more efficient and effective.

Our Top Choices:

While there are many IT support software systems out there, we recommend a top few very highly, as they cover every important point mentioned above.

No matter your choice, interactive decision trees can integrate directly into your preferred IT support software, making it easy to provide constant, incredible customer support. Organizations that implement troubleshooters that gently guide customers toward the right solution have seen a 20% reduction in support costs. Easily integrated with email, live chat, CRM and other IT support software, Zingtree saves everyone (your business AND your customers) time and money.


How can IT support software benefit your business? Get in touch with us to learn more, or get started with your first interactive tech support decision tree.

4 Steps to Creating a Scalable Customer Support Strategy

While you can choose to pool all of your energy into development or marketing to get your product/service alive and out into the world, you’ll only ever see some of that potential return. After all, what is a reliable product without a reliable company behind it?

Investing the time and resources into building a solid, scalable customer service strategy is necessary to creating a brand that’s both profitable and sustainable. According to a recent Customers 2020 report, experts predict that customer experience will soon surpass price and product as the key differentiator from one brand to another. In other words, how you handle customer service matters.

When Applian Technologies was working on improving their processes and becoming more streamlined, they performed a support audit of their channels and found a lot of inefficiencies. Their goal was to scale up as a startup, and their human labor intensive customer support strategy was holding them back. From our experience with Applian building customer experience, we came up with a few pointed steps to lead to a scalable support roadmap.

1. Find the Perfect Help Desk Platform

After performing a full-fledged audit of your customer service efforts, it’s time to adopt a help desk solution if you haven’t already. And, if you have, it might be a good time to refresh things or even look into new platforms if things aren’t scaling up as quickly as you’d hoped.

The right help desk solution will centralize your communications across email, chat and social media, and be easy to manage day-to-day. With a platform like Zendesk, Freshdesk, or Desk.com, support teams can quickly identify repetitive issues, respond to customers and solve problems, and access key analytics to help optimize further along the way.

2. Offer Multi-Channel Customer Service

Offering multiple channels of access to support is the best way to keep customers happy 24/7; with the tools available today, it’s possible to provide consistent customer service without outsourcing live support or keeping agents up at all hours. The basic minimum multi-channel support platforms include:

  • Live chat support
  • Phone number
  • Helpdesk or CRM
  • Knowledgebase and FAQ
  • Interactive troubleshooters

While agents are offline, interactive knowledge bases, FAQs, and troubleshooters can offer customers access to many answers and solutions. Zingtree integrates with any CRM (like Zendesk and Desk), as well as live chat tools (like Zopim and Intercom) and publishing platforms (like WordPress), so you can strategically connect the dots with your customer service strategy, and help to streamline the entire process as you scale up.

In fact, when Applian technologies set up an interactive support system, they saw a 20% overall reduction in support cost and a huge reduction in the volume of back-and-forth support tickets overall.

3. Train Your Support Agents Early and Often

Onboarding new agents early and training (and re-training) them often is a hallmark of any company that truly understands how the knowledge of their employees can impact performance, satisfaction, and motivation. As customers are more empowered in their control of purchasing when, where and how they choose, so too should customer service agents be; training should always include a tutorial on how and when to go above and beyond for consumers.

Interactive training programs, much like interactive knowledge bases, are an ideal way to share information. With an online, standards-and-scenarios based training program, support staff can continue their company education in an easy-to-digest format, with complete information available on every facet of the business that they might need to know.

4. Keep up With (and Analyze) Reports

At the end of the day, the numbers and data surrounding your support strategy won’t lie. Set up your CRM tool to dole out automated reports based on the key statistics and indicators you need to keep track of, as well as for Twitter, Facebook, and any other platform you’re communicating with customers through. Aggregating and analyzing this data can help you to consistently improve as you scale up, identify any bottlenecks or trouble spots, and prove to the board that your strategy is really working.

Zingtree offers powerful analytics and reports to help make pulling data every month as simple as possible. Depending on how your interactive decision trees are set up, you can quickly see high-level usage stats, breakdowns by agent, overall traffic, and much more. Additionally, Zingtree works with Google Analytics to allow you to get even more robust and powerful tracking data.


How scalable is your current support strategy?

Start a new interactive decision tree to start streamlining, scaling up, and saving time and money. 

Any questions? We’re always here to help you get started.