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How to Choose Customer Service Software

Keeping Staff | October 27th, 2021

All customer support tools are not created equal, which is why it’s so important to know how to choose customer service software that meets your team’s needs. 

If you’re ready to upgrade from regular old email to a more organized system, choose Keeping for your customer support needs. Keeping is the only tool that converts your team’s Gmail support account into a help desk. The best part? It works directly within your Gmail account.

Woman Choosing Software

Why It’s So Important to Choose the Right Customer Support Software

Anyone who has ever started a business knows just how hard it can be, and one of the most difficult parts is determining when to implement new systems and software. It’s not easy finding the perfect balance between costly purchases and overworked employees.

Efficiency, productivity, and your reputation should be some of your top priorities when growing your business. Customer support software can have a direct impact on how well your team works and how you are perceived by customers. That’s why knowing how to choose the right customer support software is so important.

The right customer support software can improve your team’s efficiency and productivity. It can also help your team provide exceptional service that exceeds your customers’ expectations.

Once you’ve implemented the right software for your business, not only will you see a quick return on your investment, but both your employees and customers will thank you.

If you are looking for simple customer support software that will help you and your team become better organized, you should try Keeping. 

Is It Time to Upgrade to Customer Service Agents Software?

If you’re a business owner, you may be wondering how you will know when it’s time to invest in customer service agents software for your support team. Here are some questions to ask yourself:

  • Are you finding it difficult to keep track of customer support requests? If requests are falling through the cracks, customers are following up with you instead of the other way around, or your support inbox is getting cluttered, it’s time to invest in software that can help you organize your efforts.
  • Is your team stressed? If your team is struggling to juggle customer support requests with the rest of their workload, customer service agents software can help.
  • Are your customers unhappy? If customers are complaining about how long it takes to get a response or unsatisfied with how their issue has been resolved, now is the time to upgrade to customer service software.

Are you receiving more support requests than usual? If the volume of your requests is growing, you may want to invest in software now. The larger the volume of requests, the more difficult it will be to manage with email alone.

Is it time to upgrade software

The Only Customer Service Agent Software With Everything You Need, Nothing You Don’t.

Some customer service agent software is designed with dozens of features that you don’t need to manage your customer support efforts. Adding these unnecessary features can complicate things and make it harder for your team to use the tool. 

Keeping is a simple and straightforward customer service agent software that is only designed with the features you need to effectively manage your customer support efforts, including:

  • Task Assignment: Every email is automatically converted into an assignable help desk ticket so you can share the workload with your team members.
  • Shared Notes: Write notes to your team to communicate and collaborate on specific tasks.
  • Status Updates: Change the status on tasks to Open, Closed, or Pending, to keep track of everything in your inbox.
  • Collision Detection: See when someone else is working on a request so you don’t waste your time duplicating their efforts.
  • Automation: Get rid of manual, time-consuming tasks such as assigning new tickets, prioritizing requests, and removing spam from your inbox,
  • Reporting: Evaluate your team’s performance by reviewing Keeping’s reporting, which includes metrics such as volume of incoming requests and average first response time.
  • Response Templates: Save your team time by creating templates that include the responses to frequently asked questions. 
  • Third Party Integrations: Connect to all of the tools you need to respond to customer support requests, including Shopify, Google Sheets, and Slack.

Keeping Shared Templates

Why Keeping is the Best Customer Email Software

  • Your customers won’t even know we’re here. Your customers won’t see any weird help desk jargon such as “case ID” or “reply above this line” when they communicate with your team via email. Keeping is completely invisible to your customers, so they won’t know you are using a customer service tool to respond to their requests. 
  • Manage your support efforts and the rest of your work within one inbox. You won’t need to switch back and forth between accounts or programs to juggle your support efforts with the rest of your workload. Everything will be all in one place--your Gmail inbox.
  • Hold onto your data. Some help desks keep your data--in other words, hold it hostage--if you decide to stop using their services. However, if you choose to sign up with Keeping, your emails will always remain in your accounts. Your data belongs to you regardless of whether you continue using our services or not.

Try Our Customer Email Software for Free

We’re confident that Keeping is the best customer email software out there. You don’t have to take our word for it - see for yourself by starting your free trial today. No credit card is required to sign up.

Keeping Shared Notes

Still Have Questions?

Are you still trying to figure out how to choose customer service software for your business? Let us help. Our support team is available to answer any questions you may have about your options. Drop us a line at support@keeping.com.

Frequently Asked Questions

How does Keeping Work?

Connect your team's shared support account to Keeping by either a) forwarding the email to Keeping or b) using 'Login with Google'. Then, Keeping will automatically forward every email sent to your support account to each team member’s work accounts. These emails are kept in a separate folder labeled “Help Desk,” which is located directly underneath the Drafts folder in your Gmail inbox. This keeps support-related emails separate from the rest of your work emails.

You will also need to install the Keeping toolbar from the Google Chrome store. Installing this extension gives you access to all of Keeping’s features, including the ability to assign emails to other team members, change the status of tasks, and see who is working on what.

Does Keeping Store my Gmail Password?

No, Keeping does not store your Gmail password. You will need to enter your Gmail password during the sign up process. However, we use something called OAuth, which allows us to interact with Google’s servers without seeing or storing your password.

Which Account Should I Sign Up With?

It’s best to sign up with Keeping using your work Gmail account. After you sign up, you can add your support team’s shared email address to the account.

What Does Customer Service Software Do?

Every customer service tool is unique, but in general, this software helps teams organize, manage, track, and resolve customer support requests.

What Should I Look For in a Help Desk?

There are a number of factors you should consider when choosing a help desk tool for your business, including:

  • Price
  • Number of agents
  • How the software integrates with the tools your team already uses
  • How easy the software is to use
  • Security/privacy
  • Reporting/analytics

You should also look for a help desk tool that is designed with the features your team needs to effectively collaborate and communicate.

What is the Best Software for Customer Service?

Keeping is the best software for customer service teams. It is built with everything you need to manage customer support requests, including task assignment, status updates, automation, reporting, response templates, shared notes, collision detection, and third party integrations.

Who needs another inbox to manage?

Keeping is the fastest, simplest way to manage customer support, right inside Gmail.

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