Keeping good relations with your customers is vital for any business, large and small. But with numerous customer contact points, managing these can be a daunting task. In this article I’ll run down seven awesome tools that make life that little bit easier when reaching out to your customers.
Help Scout is a transparent ticketing system, meaning it works like any other ticketing system – assign tickets, add notes, tags and workflows. But to the user the ticket is handled completely via email, they don’t need to signup and they need not know there is a fully featured ticketing system behind it. They just email your support address, or use a web form and Help Scout does the rest.
The workflow driven approach of Help Scout makes it great to work with as an agent and the seamless email integration makes for the simplest support system to use as a customer. It really does take alot of the pain out of support.
Your central social media hub, works with twitter, facebook, Google+, instagram et al. To be omnipresent in a diverse spectrum of social media, Hootsuite is indispensable tool.
Updates can be made to multiple accounts simultaneously. The dashboard gives great insight into current events, analyse trends and see interactions.
Special mention goes to Agorapulse, a similar product to HootSuite, yet with a bigger focus on a workflow. Interactions are shown in mailboxes, enabling conversation management for all your social media from the Agorapulse dashboard.
Heroic Knowledge Base
I’d be remiss if I did not mention our own awesome Heroic Knowledge Base tool and KnowAll Knowledge Base Theme. The plugin provides a central support hub for all types of documentation that works with WordPress powered sites. This sort of 24/7, updated support is what customers want, a central place where they can answer their own queries and explore support at their own pace.
One of the largest mailing list managers, MailChimp offers comprehensive tools and features. Updating customers with new products and service offerings, deals and news is one of the best ways to stay in touch.
MailChimp manages the creation, merging and mailing process and while it does take some getting used to, the tools for analysing customer engagement are powerful.
If you’re looking for a way to organise your notes, Trello is for you. It contains Boards to which you can add lists, which list the note cards. The cards can contain individual notes, todo items, checklists etc. It’s simple to get started and understand.
Remember when you installed a word processing application and had to carry documents around? Google Docs is the true cloud desktop publishing suite accessible from any device with an internet connection.
With Docs, Sheets, Slides and Drawings, all integrated in the Google Drive user interface, true collaborative working, Google Docs just works. Best of all, it’s available to anyone with a Google account.
If you like your finger on the pulse, be sure to check out Slack. It takes event feeds from your various service providers, such as HelpScout, Google Docs, MailChimp, Pingdom and eCommerce software and presents these events in a stream, or multiple streams.
If you use any awesome customer service tools you couldn’t live with out, let us know – contact us or leave a comment below.