A customer support platform is considered to be the primary source or hub of customer interactions through multiple channels. Conventional call centers use only one mode of communication that is the telephonic medium but a customer support platform provides an omnichannel experience to customers and takes customer interactions to the next level by integrating voice calls, emails, text, social media, live chats and so on.

HELLO integrates all the interaction channels in one place and builds an incredible relationship between customers and the business by providing an omnichannel model of communication. HELLO also encompasses state-of-the-art features like screen sharing for remote customers, video customer support and sentiment analysis of customer interactions. 

MSG91 HELLO is one of the best customer support platforms you will find in the market in terms of one-of-a-kind robust features and cost-effectiveness. MSG91 HELLO brings all your customer interaction support solutions under a single application so that you can provide seamless and efficient customer care support to clients.
HELLO comes with several features like screen sharing on a single click for customer support, troubleshooting over video in seconds, recording agent performance for quality control, and a 360-degree customer support system.

Firstly, you will have to invest in quality customer support software and then look into the following tips to increase your support performance:

• Switch to a cloud-based customer support system.
• Improve live chats and self-service options for customers.
• Automatic call distribution so customers would not waste their time.
• Proper knowledge about the products and services by the staff.
• Utilize overflow queuing.
• The proper verification process in customer management software.
• A call-back service goes a long way in ensuring that the client’s issues are resolved.
• Combine your programs with ERP and CRM solutions.

MSG91 is one of the best customer support platforms that enables the best customer support solutions through 30+ communication channels including live chat. 

Live chat is a convenient tool in this fast-paced world where customers prefer to have the solutions at their fingertips. Live chats provide customer interaction in real-time without customers resorting to emails and long queues in telephonic support. The response time is much faster and convenient, and if the issue is not resolved through the live chat, the chat is routed to a support agent. 

A live chat feature will help your business reach out to many customers at the same time. MSG91 provides Artificial Intelligence solutions to customers and transfer the matter to support agents only when required. This saves a good amount of time - both the customer’s and the company’s - and ultimately provides a quick and easy resolution to your customers.

A customer support software is essentially an integration of customer support tools whose primary function is to help the business efficiently respond to customer requests, communicate with users, and deal with other customer support issues. It consolidates the data of the customers and helps the support agents take strategic and personalized actions when solving the queries of the customers as they have their data in front of them.