But what exactly can you do with it? What’s the use in customer service software? And most importantly, how can it make a positive difference to your business?įirst then: what exactly is customer service software, anyway? Put simply, customer service software is any kind of program that can help an agent work on or track enquiries or complaints from customers. You might also have seen it referred to as Customer Relationship Management software, or CRM software. From well-known brands like Microsoft to those that might not be known outside of the field like Freshdesk and Samanage, anybody looking for software for managing customer service is spoilt for choice. Sharing positive reviews of the company to friends and family is known to drive additional sales.Īgain NPS is a common way to measure retail customer advocacy.There are dozens and dozens of different kinds of customer service software – or CSS – out there, just at the end of a quick Google search. Not only is the customer loyal, they also advocate on behalf of the company: they effectively become an unpaid sales person for the retailer.Īdvocacy can in itself be a powerful driver of company growth especially when combined with on-line and social media tools. The final stage of the customer journey is Advocacy. In terms of identifying when your products and service are better than your competitors, the Net Promoter Score (NPS) metric has been shown to be an effective predictor of retail customer loyalty. Here “better” may be subjective or objective.
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