Common Mistakes to Avoid When Choosing Customer Service Software

Choosing the right customer service software for your small business can be overwhelming. Many businesses end up choosing the wrong software because they make common mistakes. In this article, we will outline 6 common mistakes and how to avoid them.

Mistake #1: Blindly Purchasing Software Because It's the Most Well-Known

It's easy to go with the option everyone else seems to be using, but don't just assume that a well-known customer service platform is the best for you. While these platforms may work for large companies, they may not be the best fit for your small business.

• Many well-known platforms are expensive.
• Your small business needs to be practical and find a platform that fits your budget and needs.
• Do your research and don't assume that just because a platform is popular, it's the right one for you.

Mistake #2: Focusing Strictly on the Quantity of Features

Don't get caught up in the number of features a customer service platform offers. It's better to have a few key features that your team will actually use than a bunch of features that go unused.

• Focus on the features that will help you improve your workflow and customer experience.
• Don't be afraid to choose a platform that is simple and easy to use.
• Ask yourself: Will this feature actually help me improve my customer service?

Mistake #3: Considering Only Current Use Cases

It's important to consider the future of your business when choosing customer service software. Select a platform that can grow with you as your business expands.

• Look for a platform that is flexible and adaptable.
• Ask yourself: Can this platform be customized to meet my future needs?
• Will I have to pay extra to add more capabilities later?

Mistake #4: Considering Only Future Use Cases

Don't get so caught up in your future vision that you forget about your current needs. While it's good to think about your future, it's important to meet your basic needs first.

• Ensure the platform helps you respond quickly and intelligently to customer inquiries.
• Focus on building a solid foundation before getting too fancy with features.
• Remember: Basic customer needs should be met first.

Mistake #5: Ignoring Early Warning Signs and Red Flags

Don't overlook any red flags or warning signs when evaluating customer service software. It's easy to overlook issues when you're feeling overwhelmed, but these early warning signs can save you from making a bad decision.

• Pay attention to usability issues, confusing interfaces, and difficult setup processes.
• Take note of any negative reviews or feedback from other users.
• Trust your gut - if something doesn't feel right, it probably isn't.

Mistake #6: Not Taking Advantage of Free Trials

Most customer service platforms offer free trials, but many businesses fail to take advantage of them. Take the time to really test out the platform during the trial period.

• Use the platform as you would in your everyday workflow.
• Invite your team members to collaborate on the platform.
• Ensure you are comfortable with the platform before committing to a paid subscription.