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Customer Service Management Software with Assembled

Forecasting, scheduling and realtime analytics all in one place.
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Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Optimize events
  • Manage schedules
  • Generate schedules

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Analyze team productivity

Build a holistic picture of how agent activity translates to team outcomes whether it's for coaching, planning, or operations.

Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Swap shifts
  • Manage schedules
  • Generate schedules

Empower your team.

We provide your whole team visibility into schedules and performance so that everyone shares ownership in success.

Google Calendar logo

Sync schedules into or out of Google Calendar

Slack logo

View schedules in Slack

Integrate with one click.

Works out-of-the-box with Zendesk, Kustomer, Intercom, and more. Easy and secure authentication via OAuth.

What do our customers love about us?

We have a much clearer sense for where our time is going

Customer Service Management Software

These days, every company out there needs to make sure that they prioritize customer service. Today's consumers are even smarter than ever before - and as a result, consumers now care more about where they spend their money than they did in the past. It has become harder to win over the loyalty of consumers, so it is important for businesses to make sure they leverage the right tools to make sure that they meet the expectations of their customers, each and every time. This is where customer service management software is so crucial.

First, it is important to look at the differences between internal and external customer service management software. External customer service management software involves programs that the customers use to interact with the company and pose questions, ask for help, and interact with the customer service representatives. Conversely, internal customer service management software involves programs that are used by the employees of the company. For example: with internal customer service management software, the employees might use this to check their metrics, track help tickets as they come in, and review how well the customer service team is doing as a whole.

Clearly, in today’s world, customer service management software is critical. In fact, it is vitally important for companies to make sure that they use the right customer service management software to meet their needs. Remember, customer service needs are going to vary widely from industry to industry - particularly when talking about the world of B2B versus the world of B2C. Therefore, then, businesses need to review their current needs, think about what the needs of their customers might be, and figure out which customer service management software is going to be able to best meet those needs.


CRM Software‍

When it comes to customer service management software, many businesses believe that this is the same thing as customer relationship management software. However, in all reality, these tools are actually very different. When it comes to CRM software, this refers to a software program that is usually used to track the demographic information of individual customers. For example: CRM software examples are going to include data such as the names of customers, when they first interacted with the company, when their most recent interactions have taken place, and what the results of those interactions were.

When it comes to considering the best CRM software, you’ll be looking at software that is going to be used by the sales and marketing teams to make sure the needs of customers are being met, and that potential customers are being converted into sales wherever possible. And while CRM software for small businesses is different from customer relationship management software, both of these tools are going to leverage big data to make sure that all of the required information to make smart decisions when it comes to customer concerns is handled appropriately. In this sense, CRM software is one of the most important tools you can implement, when it comes to building relationships with customers.

It is critical for all companies to make sure they find the right CRM software program to meet their needs. Ideally, the right CRM software is going to not only collect information on customers, but also automate certain processes when it comes to customer communication. For example: CRM software can be used to send emails to potential customers, answer questions, and remember which kinds of products and services certain customers are interested in. In doing this, CRM software can guide the responses of sales and marketing representatives when it comes to the needs of customers, making this an indispensable and useful tool when it comes to business success.


Customer Service Systems

When it comes to customer satisfaction, there are a few ways in which these needs are met; however, customer service systems are made up of a number of moving parts, which all have to work together beautifully in order to drive success. One of the first, most important components of customer service systems examples is the people - meaning not just the customers, but also the employees and managers. The people who play a role in these customer service systems need to be trained to meet the needs of the customer. If they are able to meet the needs of the customer, then this is the mark of a strong customer service system.

At the same time, the people in these customer service systems need to have the right software at their disposal. Many businesses start with free customer service software to get their feet wet; but, when it comes to customer service systems examples, free software is not going to get the job done 100% of the time. The harsh reality is that this tool does not have the same utility as a premium tool does, and it is going to fall short, compared to some of the premium options that exist out there. In essence, by staying with a free option, customer service systems are handicapping themselves and losing out to the competition.

Therefore, it is also important to make sure that there are processes in place that bring the people and software programs in customer service systems together in an appropriate way which allows companies to maximize the benefits of both highly trained professionals and strong software programs. Companies that are able to do this are going to end up with strong customer service systems that will allow them not only to meet the needs of their customers, but also stay at least one step ahead of the competition.


Types Of Customer Service Systems

When it comes to the types of customer service systems, they usually begin with a customer service website. Through this website, it should be possible to access multiple types of support systems. There are a number of common types of customer service systems. For instance: many companies will opt to use a live chat support system. This is particularly helpful for industries in which sharing files, screenshots, or videos might be helpful, because it is possible to attach these files to live chat windows and disseminate them to customer support representatives and potential customers who are on the other side.

On the other hand, some industries might prefer to rely on phone support. This is particularly important in industries in which the emotions of the customer are going to play a role. It is very hard to convey emotions using text or live chat systems - and this is particularly true if there is jargon in play. This is where a reliable phone support system might prove to be more helpful.

In the end, many companies are ultimately going to go with an omnichannel system, which includes multiple options, including email support, phone support, social media support, and live chat support - all of which are going to come together to create a strong system that will help companies to succeed in their customer service endeavors.


Customer Support Solutions

Moving on to the various types of support that a customer might need, there are some situations where customer support solutions can be incredibly helpful. When compared against general customer service, these two platforms are actually quite different. Customer service is usually reserved for handling general issues that customers might have, whereas customer support solutions are used to handle the more technical issues. Concurrently, a customer support software ticketing system is still important for making sure that all tickets are handled in an orderly manner.

When looking at customer support solutions, this is a far more technical issue, and is reserved for customers who have specific issues with their products or services that they have received from the company. For example: those in the healthcare field might have specific questions related to the function of their electronic medical record system. Those who work in engineering areas might have questions about a specific piece of advanced equipment that does not appear to be working properly. This can also be helpful for those who use advanced software programs they might have purchased from other companies.

When it comes to handling these types of issues, companies need to make sure that they have highly-trained technical representatives on-hand, who understand the ins-and-outs of all of these issues. By doing this, they will still be able to resolve these issues in a timely manner.


Customer Service Management System

These are just a few of the most important points that companies need to keep in mind, when it comes to managing customer service issues. In the 21st Century, customer service is more important than ever before. That is why it is so crucial for all businesses to use a customer service management system. The cornerstone of this is as a strong customer service software for a small business program.

It is important for small businesses to think about the types of software programs they are going to need, in order to run their customer service arms effectively. First, it is important to think about the size of the company. Enterprise-level companies are going to need larger customer service software programs than small businesses. Second, it is important to think about the industry in which the business operates. There could be industry-specific jargon or needs which must be addressed, such as who's in the customer service management system. And finally, it is also important to think about the scalability of the customer service management system. Over time, the needs of the business might change. Therefore, the customer service management system needs to be able to grow with the business itself.

When companies take the time to find the right customer service management platform to meet their needs, they will be able to uniquely rise to meet the demands of their clients - as well as maintain a keen edge over the competition.

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