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June 21, 2011

What is Customer Service Software?

By Juliana Kenny, TMCnet Managing Editor


Customer service software is technology through which companies manage their interactions with clients and potential customers. As part of a larger system of communication between businesses and their customers, customer service software is one major aspect of customer relationship management (CRM).

Businesses use CRM to process data between their representatives and clients, so the software becomes an integral and vital tool for both enterprises and small to mid-sized businesses requiring CRM solutions. Using customer service software to automate, streamline, and coordinate all business processes, companies can more effectively analyze data to target those customers and potential clients which will ultimately direct more revenue.

Through an intricate network of communicative features, customer service software aids enterprises in handling the enormous numbers of phone calls, e-mails, and queries from their customer bases. With the properly-designed software, businesses are able to not only harness the latent power in available customer data, but they are able to turn it around for effective sales management and more focused pursuit of leads.

Designed to reduce service costs, increase the productivity of customer service agents, and streamline the actions taken in social channels, customer service software simplifies the whole process of external communication with clients. The right types of customer service software also simplify internal processes such as agents requesting help from supervisors or agent monitoring.

The latest developments in customer service software have taken the solutions and moved them into the cloud, making the data available to agents and supervisors from mobile devices. Ultimately, customer service software facilitates the communication of a business’ brand to its targeted audience, and returns the value of the customer back to it.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.


Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Jennifer Russell





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