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5 Most Integral Customer Service Tools Every Start-up Needs to Have

5 Most Integral Customer Service Tools Every Start-up Needs to Have

Lack of adequate tools can without a doubt limit your productiveness and service set up, regardless of the enterprise that you’re running. If you are a startup, in particular, there is no way your growth can be possible if you do not consider customer service in the right way.

Not only does having the right tools with you afford you the chance to reach more customers, it also significantly reduces the frustration and friction of your customer service rep’s day-to-day job. This way, the time and energy spent on doing things manually can be dedicated to other ventures including expanding your business and improving your service delivery.

That said, there isn’t a shortage of service tools either. If anything, they have been a proliferation of such tools especially in the advent of the Software-as-a-Service age. Which, of course, implies a couple of things – the main one being that it can be quite a challenge deciding the tools that you really need, and those that you can do without.

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Well, here’s a quick primer to the five most integral customer service tools every startup needs to have.

1. Help Desk/Ticket Software Tools

Despite the tremendous steps that we have taken in developing conversational technology, sending emails is still regarded as one of the most utilized support channels today.

Unlike other contact methods, using emails doesn’t compel your customers to wait in a physical queue as they await a response from your rep. They will simply shoot them a question and keep checking their mail for a reply a few minutes, hours or days later. And apart from being one of the cheapest forms of customer service, it also considerably reduces employee idle time, especially in a busy enterprise.

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The biggest downside, however, is that it hardly allows instant support. Something that would make a huge difference particularly in an online business set up. That said, incorporating a ticket or helpdesk software like HelpRace to your service set up can turn this around as far as handling massive email requests and questions goes.

2. A Call Center/Telephone Software

A majority of your customers will prefer an immediate answer to their concerns as compared to waiting for a reply to their email inquiry. Making a phone call is one of most personal of customer service channels and, naturally, we all instinctively reach for our phones whenever we need an instant reply/answer to something. Companies with a well-structured and excellent voice customer service department are often able to keep their clients longer than those with a barely-functional one.

That being said, maintaining an above-average call service center can be quite expensive and demanding. And the best way of mitigating this is by queueing and employing peak demand routing with the aid of a call center service tool such as G2Crowd.

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3. Survey Tools

Measuring and constantly analyzing your company’s service/product quality is arguably one of the best ways of achieving continuous development in your firm. It’s only by comparing to previous results that you can improve or tweak your company’s performance for the better.

Fortunately, though, you no longer have to administer survey questions manually via annoying email queries. Adopting one of the many survey service tools – such as Capterra– can save you a bulk of the valuable time that would otherwise be spent on filtering useful emails from spam replies.

4. Live Chat Software

The idea behind live chat software service tools is forged from blending the marketing potential of making live calls and the flexibility of using emails. Implementing a live chat, therefore, helps avoid the conventional tradeoff between quality and efficiency.

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Your agent can multitask and handle several customers at-a-go, while at the same time allowing an instant type of contact. Not only does this significantly improve your service delivery score, but also enables your agents to handle a bigger volume of requests and inquiries within a short timeframe.

What’s more, there are some live chat software tools that allow agents to open live chats with up to 10 to 12 clients simultaneously.

5. Social Media Service Tools

We can’t deny the impact of social media platforms in our lives today – in a day and age where almost everyone owns a smartphone. Having a profile on Facebook, Twitter and Instagram is one of the most practical ways of expanding your customer reach to a greater audience in a cheap, effortless way.

Given the number of hours people spend online, most of your potential customers will prefer to relay their inquiries/complaints via your ‘inbox’ rather than call your reps or visit your official website. This, thus, makes social service an integral part of any modern business. And with a good tool such as AlternativeTo, you can manage several of your company’s social media pages across multiple platforms almost fluidly.

Featured photo credit: Flickr via c2.staticflickr.com

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Nabin Paudyal

Co-Founder, Siplikan Media Group

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Published on March 25, 2019

How to Find New Growth Opportunities at Work

How to Find New Growth Opportunities at Work

Career advancement is an enticement that today’s companies use to lure job candidates. But to truly uncover growth opportunities within a company, it’s up to you to take the initiative to move up. You can’t rely on recruiter promises that your company will largely hire from within. Even assurances you heard from your direct supervisor during the interviewing process may not pan out.

But if you begin a job knowing that you’re ultimately responsible for getting yourself noticed, you will be starting one step ahead.

Accomplished entrepreneur and LinkedIn Co-Founder Reid Hoffman said,

“If you’re not moving forward, you’re moving backward.”

It’s important to recognize that taking charge of your own career advancement, and then mapping out the steps you need to succeed, is key to moving forward on your trajectory.

Make a Point of Positioning Yourself as a Rising Star

As an employee looking for growth opportunities within your current company, you have many avenues to position yourself as a rising star.

As an insider, you’re able to glean insights on company strategies and apply your expertise where it’s most needed. Scout out any skills gaps, then make a point to acquire and apply them. And, when you have creative ideas to offer, make it your mission to gain the ear of those in the organization who can put your ideas to the test.

Valiant shows of commitment and enterprise make managers perk up and take notice, keeping you ahead of both internal and external competitors.

Employ these other useful tips to let your rising star qualities shine:

1. Promote Your Successes to Your Higher-Ups

When your boss casually asks how you’re doing, use this valuable moment to position yourself as indispensable: “I’m floating on clouds because three clients have already commented on how well they like my redesign of the company website.”

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Tell your supervisors about any and all successes. Securing a new contract or signing a new customer should be a cause for celebration. Be sure to let your bosses know.

2. Cultivate Excellent Listening Skills

Listen well, and ask great questions. Realize that people love to talk about themselves.

But if you’re a superb listener, others will confide in you, and you’ll learn from what they share. You may even find out something valuable about your own prospects in the company.

If others view you as even-minded and thoughtful, they’ll respect your ideas and, in turn, listen to what you have to say.

3. Go to All Office Networking Events

Never skip the office Christmas party, your coworker’s retirement party, or any office birthday parties, wedding showers, or congratulatory parties for colleagues.

If others see you as a team player, it will help you rise in your company. These on-site parties will also help you mingle with co-workers whom you might not ordinarily have the chance to see. For special points, help organize one or two of these get-togethers.

Take the Extra Step to Show Your Value to the Company

Managers and HR staff know that it can be less risky – and a lot less costly — to promote from within. As internal staff, you likely have a good grasp of the authority structure and talent pool in the company, and know how to best navigate these networks in achieving both the company’s goals and your own.

The late Nobel-Prize winning economist, Gary Becker, coined the term “firm-specific,” which describes the unique skills required to excel in an individual organization. You, as a current employee, have likely tapped into these specific skills, while external hires may take a year or more to master their nuances.

Know that your experience within the company already provides value, then find ways to add even more value, using these tips:

4. Show Initiative

Commit yourself to whatever task you’re given, and make a point of going above and beyond.

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Position yourself so that you’re ready to take on any growth opportunities that present themselves. If you believe you have skills that have gone untapped, find a manager who will give you a chance to prove your worth.

Accept any stretch assignment that showcases your readiness for advancement. Stay late, and arrive early. Half of getting the best assignments is sticking around long enough to receive them.

5. Set Yourself Apart by Staying up on Everything There Is to Know About Your Company and Its Competitors

Subscribe to and read the online trade journals. Become an active member in your industry’s network of professionals. Go to industry conferences, and learn your competitors’ strategies.

Be the on-the-ground eyes and ears for your organization to stay on top of industry trends.

6. Go to Every Company Meeting Prepared and Ready to Learn

A lot of workers feel meetings are an utter waste of time. They’re not, though, because they provide face-time with higher-ups and those in a position to give you the growth opportunities you need.

Go with the intention of absorbing information and using it to your advantage — including the goals and work styles of your superiors. Respect the agenda, listen more than you speak, and never beleaguer a point.

Accelerate Your Career Growth Opportunities

A recent study found that the five predictors of employees with executive potential were: the right motivation, curiosity, insight, engagement, and determination. These qualities help you stand out, but it’s also important to establish a track record of success and to not appear to be over-reaching in your drive to move up in your company.

Try to see yourself from your boss’s position and evaluate your promote-ability.

Do you display a passion and commitment toward meeting the collective goals of the company? Do you have a motivating influence with team members and show insight and excellence in all your work?

These qualities will place you front and center when growth opportunities arise.

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Use these strategic tips to escalate your opportunities for growth:

7. Find a Mentor

With mentorship programs fast disappearing, this isn’t always easy. But you need to look for someone in the company who has been promoted several times and who also cares about your progress.

Maybe it’s the person who recommended you for the job. Or maybe it’s your direct supervisor. It could even be someone across the hall or in a completely different department.

Talk to her or him about growth opportunities within your company. Maybe she or he can recommend you for a promotion.

8. Map out Your Own Growth Opportunity Chart

After you’ve worked at the company for a few months, work out a realistic growth chart for your own development. This should be a reasonable, practical chart — not a pie-in-the-sky wish list of demands.

What’s reasonable? Do you think being promoted within two years is reasonable? What about raises? Try to inform your own growth chart with what you’ve heard about other workers’ raises and promotions.

Once you’ve rigorously charted a realistic path for your personal development within the company, try to talk to your mentor about it.

Keep refining your chart until it seems to work with your skills and proven talents. Then, arrange a time to discuss it with your boss.

You may want to time the discussion around the time of your performance review. Then your boss can weigh in with what he feels is reasonable, too.

9. Set Your Professional Bar High

Research shows that more than two-thirds of workers are just putting in their time. But through your active engagement in the organization and commitment to giving your best, you can provide the contrast against others giving lackluster performances.

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Cultivate the hard skills that keep you on the cutting edge of your profession, while also refining your soft skills. These are the attributes that make you better at embracing diverse perspectives, engendering trust, and harnessing the power of synergy.

Even if you have an unquestionably left-brain career — a financial analyst or biotechnical engineer, for example — you’re always better off when you can form kind, courteous, quality relationships with colleagues.

Let integrity be the cornerstone of all your interactions with clients and co-workers.

The Bottom Line

Growth opportunities are available for those willing to purposely and adeptly manage their own professional growth. As the old adage says,

“Half of life is showing up.”

The other half is sticking around so that when your boss is looking for someone to take on a more significant role, you are among the first who come to mind.

Remember, your career is your business!

More Resources About Ever-Growing

Featured photo credit: Zach Lucero via unsplash.com

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