Neither a lack of budget nor a shortage of staff: one of the main challenges of customer service management is finding the right software to handle support tickets. This is the opinion of 24% of employees of small and medium-sized companies (SMEs), who work in areas connected with customer service, interviewed by Capterra in this Mobile List second part of the study on trends by SAC. The online survey involved the participation of 408 people between April 14 and 27, 2022, who worked full or part time (the complete methodology is available at the end of the article). In addition to the difficulty in finding tools that support management, SME workers also cited as a challenge the existence of many customer service channels (21%) and the wear and tear on the team caused by pressure from customers (19%), as shown in the chart below.
Majority see calls increasing
New technologies in customer service can help in addressing the main challenges of customer service management Although the workers listed some difficulties, it is important to emphasize that half of the respondents feel very satisfied with Iceland Email List the service offered by their company to customers; moreover, 44% considered themselves “moderately satisfied” and only 6% showed some degree of dissatisfaction (this is the sum between those who feel “minimally satisfied” and those who declared themselves “not at all satisfied”). The types of software used by SMEs in customer service Thinking about one of the main complaints in the area of customer service, which is the difficulty in finding the right software, it is worth noting that there are different types of programs to assist in the management of the sector, with very varied functionalities.
Study highlights
Respondents to the Capterra survey indicated that most small and medium-sized businesses (SMBs) focus their support automation, especially on customer service systems (51% cited the use of this type of program), which help with the organization and distribution of call tickets between assistance agents. After the mentioned system, SME employees also mentioned other programs used in customer service: The most used software for customer service in SMEs On the other hand, the survey also identified the low presence of certain software that mainly help companies that are implementing new types of service support, such as online documentation.
