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Top Customer Service Issues and CustomerServ’s Call Center Expertise in Software

Software Companies Partner with CustomerServ’s Outsourcers to Meet Rising Expectations for Customer Service and Support

“Software is eating the world,” stated internet pioneer and visionary Marc Andreesen in 2011. That observation has never been more valid than in the current era of digital transformation and disruptive software. The stakes are high in the B2B market as companies across industries make the shift from hardware-based platforms to software and applications delivered in the cloud. On the B2C front, software companies are catering to the most digital-savvy and demanding consumer base in history.

Today’s software consumers are tech enthusiasts with high expectations for companies to deliver innovative products and solutions that meet their needs, even before they realize what those are. In addition to advanced features, intuitive interfaces and product compatibility, customers want apps to work seamlessly across all of their devices. They also expect software companies to proactively identify and immediately resolve bugs before they are impacted by the issue.

Leading software providers are adopting a more customer-centric approach to product design by incorporating user feedback early in the development phase and collaborating with user groups throughout a continuous development cycle. Still, delivering on ever-rising customer expectations will prove to be a top challenge for the industry in the coming years. Many software companies are focusing the bulk of their resources on keeping pace with the accelerating speed of technology advancements and demand for faster software delivery.

Top Customer Service Challenges for Software Companies

Today, all industries face the steadily rising bar for customer service expectations. In the fiercely competitive software industry, a company’s need to prioritize development and product speed-to-market can come at a high cost if customer service and support are neglected. Software has evolved into a highly customer-driven business in which service and support are critical components of the overall brand experience. Even the most ingenious software product can be severely undercut by poor customer experiences that are widely shared online.

 Top customer service and support challenges for software companies include:

  • Providing self-service options with robust, up-to-date, easily accessible technical knowledge base.
  • Controlling the conversation about products and brand. A customer support team assigned to proactive outreach can help companies to control the online conversation about their products and guide customers to the company’s tech support staff or relevant content in the company’s knowledge base or support portal.
  • Delivering skilled human phone, chat and email support for issues that cannot be resolved by self-service channels. Higher-tier support agents are handling increasingly complex issues.
  • Rebuilding consumer trust. Software providers will need to take a proactive and educational approach to demonstrate how they are using and protecting customer data.
  • Ability to collect, analyze and quickly disseminate customer feedback to development teams to resolve issues and identify areas for improvement within software products.

CustomerServ’s Outsourcing Vendors Deliver Consistent High-Quality Software Tech Support

CustomerServ’s tech and software support-savvy contact center vendors act as an extension of your company’s brand by delivering high-quality support while collecting relevant insights that add value to your products. Our world-class software support center vendors’ ultimate goal is to deliver the best possible outcome for our clients including:

  • Providing cost-effective, high-quality customer service, help desk and tech support
  • Offering 24/7 omnichannel access that allows customers to receive customer service and tech support via their preferred channel.
  • Ability to quickly scale up and down for product releases and peak seasons, ensuring adequate coverage with skilled tech support staff.
  • Trained and industry-certified help desk and technical support staff who can converse with end-users with expertise, empathy and with language that matches users’ technical knowledge levels.
  • Onboarding support to educate customers on how to get the best value from their software products.
  • Voice of the Customer solutions to ensure that end-user feedback is promptly collected, analyzed and reported back to software development and R&D teams for product updates and continuous improvement.

Omni-channel contact center expertise includes:

  • Level 1-3 technical support
  • Customer service and help desk
  • Live chat, SMS, email and social media support
  • New customer onboarding
  • Software engineers
  • Community forums and content moderation
  • Web and digital support
  • RPA (Robotic Process Automation) solutions
  • Mobile App/In-App and device support
  • Payment, billing and account management
  • US-based, nearshore and offshore contact center sites
  • Site based and work-at-home agents
  • PCI and SOC II compliant contact centers
  • Bi-lingual and multi-lingual solutions