Social work case management software software#
Case management.Īs mentioned, case management software is very important, and the best case management software has the following capabilities:Īutomatically track and categorise customer interactions, from every channel.Ībility to add filters for identifying high priority cases.įeatures for adding notes to cases for easy communication within teams, and assigning to other teams or experts where necessary.Ĭustomer fields for your business to create unique labels, such as purchases or customer ID. Here are some of the things that you should look for when choosing a cloud-based customer service platform. This is obviously an essential aspect of choosing a cloud platform, but it should be viewed as a minimum requirement, rather than the main feature. The best customer support software goes beyond simple case management. This kind of statistic is important - when adequate customer service is not found at one business, customers will choose one of the other 50 percent the next time around.įeatures Needed for the Best Case Management Software. According to one group of consumers, customer service agents fail to answer their questions at least 50 percent of the time. This kind of quick resolution is essential, and could give a real boost to any business. This makes the agent’s job easier, and ensures that each customer gets a quicker resolution to their issue. They can also categorise cases and send them to the best department or person to resolve them. This means that agents can log into their accounts, and immediately view their cases at a glance, sorted by priority, and manage everything from one place.
Most of these kinds of customer support platforms are cloud based, allowing for instant, out-of-the-box use. Using case management software, businesses can automatically collect and organise customer interactions into one easy place, allowing for convenient access and a comprehensive view of each customer. This is where case management software comes in.Įlectronic case management software refers to applications that help businesses and nonprofits with managing their customer interactions across social media and other digital channels such as email and contact forms. This means that there are a lot of potential customer service interactions in any given day, and it can be difficult for customer service representatives to keep on top of each social network and respond in a timely, but also satisfactory, manner. As the statistic above shows, we have now come to a time when the majority of consumers are now actively seeking customer service on social media. In response to this, many companies started directing customer service efforts to online channels. And in addition to general comments and reviews, more and more customers were reaching out on these public networks to get answers to questions and resolution for issues. This was the first time that companies were being called out - both positively and negatively - on public platforms for all to see.
In the early days of social media, this was a tough challenge for many brands.
In fact, an estimated 67 percent of consumers now use social media networks like Twitter and Facebook to seek resolution for issues. While many customers still prefer to resolve customer service issues either over the phone or in person, an increasing number are looking for a company who will meet them across every avenue, including online.