Customer support tools

What is it?

A customer support centre is a system, platform, or team dedicated to:

• Providing assistance to customers, employees, or other stakeholders.
• Managing enquiries and resolving technical issues.
• Delivering information about products or services.

Support centres operate through multiple channels, such as:

• Email.
• Telephone.
• Live chat.
• Ticketing systems.

The main objective of a support centre is to:

• Resolve issues efficiently.
• Increase customer satisfaction.
• Improve retention through high-quality support.

Why filter companies by their usage?

Segmenting by customer support tool usage allows you to:

• Advanced companies: Help them optimise existing operations.
• Companies without suitable systems: Guide them towards more modern and effective support solutions.

Companies that do use it

These companies have already implemented support platforms and are likely interested in:

• Operational improvements, such as workflow optimisation.
• Additional integrations, with CRM or other enterprise systems.
• Automation, to enhance user experience.

Your sales team could offer:

• Performance analysis to identify service improvement areas.
• Integration with AI tools to automate responses and resolve common issues.
• Training services for support teams on best practices.

Companies that do not use it

These companies may be:

• Managing support manually, for example through emails or calls without centralised tracking.
• Lacking dedicated tools, limiting their ability to scale and deliver efficient service.

This can lead to:

• Low customer satisfaction due to slow response times.
• Difficulty scaling as the customer base grows.

Your sales team could offer:

• Initial consulting to design an efficient support system.
• Implementation of a basic support centre using modern tools.
• Team training in customer service and support management.

Examples