What is case management software?
Case management software allows for a more efficient and more complete customer service strategy. Any interaction with a customer is considered a “case,” and these kinds of systems allow businesses to track all of these cases and collect them together in one place.
This means that, whether the interaction came from Twitter, Facebook, email, or somewhere else, customer service agents can view and answer them all from the same database, easily categorizing and managing them through a series of convenient tools.
Main features to look for in case management software
The many benefits of case management have led to the emergence of a highly competitive industry. This can make it difficult to figure out which is the best case management software for your business. To help you make a better decision, here are a few key features to look out for.
1. Closing cases instantly through a single view system
The best case management software should provide ultimate efficiency through a single view interface—no switching tabs or software. The system should also be cloud-based, and compatible with all major devices.
2. Allowing smart self-service
Regardless of your product or service, customers are looking for a place where they can immediately resolve their issues. This is why self-service portals are an indispensable feature of customer support. The best self-service portals will empower customers through easy access to useful articles, FAQs, and a shared customer community.
3. Personalized customer care system
One of the best things about case management software is the ability to provide customers with a more personalized customer-care experience. This is accomplished through analytics, live chat software, access to popular messaging apps, pairing with live agents, and full integration with your website and/or apps. These features all allow agents to meet customers where they are, on their preferred channel. They can also immediately view a customer profile, with relevant information, past interactions, and so on. This allows the customer to feel fully understood.
4. Support service from anywhere
The best case management software will enable businesses to meet customers right where they are. Whether they are on a social network, on the phone to a call center, or in a brick-and-mortar store, agents are able to work with them from a place of knowledge, thanks to personalized profiles that can be linked to purchases, work orders, automatic routing and so on.
Some companies and organizations operate without a case management program because of the flawed belief that the cost is prohibitive. But this is far from the truth. Averiware provides cloud-based case management software that is very affordable and can reduce overall expenses. You will be able to increase your client base, work more efficiently, and make more money. Averiware case management software makes sure that you stay in control all the time.