What Tools Do BPOs Need For Modern Customer Support?

BPO (Business Process Outsourcing) companies often struggle to keep up with the increasing customer expectations. In fact, 92% of customers expect a very quick response. They want clear answers and support across multiple channels. This makes it difficult for the teams to manage endless queries from customers while keeping their services top-notch.

However, with the help of the right tools, BPO teams can make their tasks easier. They can manage customer data and handle conversations efficiently. This helps save time and frees them up to focus on other important work.

But what tools can actually help in modern customer support? This is what I’ll help you learn in this blog. I’ll share some of the most useful tools that can help BPO teams deliver customer support effectively.

Why Modern Tools Are Important for BPOs

BPO teams usually face pressure to work hard to deliver top-quality work, along with handling customer interactions. This is because customers now use multiple channels, which include calls, chat, email, and social media. They demand fast and accurate responses. 

Managing work and customer relations simultaneously can often become hectic, increasing the probability of conveying vague information or inconsistent service. But with the help of online tools, these challenges become easier to manage. This can reduce errors and help them maintain efficient communication, which is important for providing customer-first service.

Essential Tools for Modern Customer Support

The following are some of the most useful tools for BPO teams to improve their customer support.

Zoho CRM – Customer Relationship Management 

Zoho is a cloud-based CRM system. It helps manage customer details from one central system. It also allows easy record management.

Zoho CRM stores the customer’s complete history, including their contact information and purchase history. BPO teams can quickly access this information and learn their preferences. This allows them to make personalized decisions and resolve their concerns faster. Also, it helps the teams to stay aligned even when customers contact from multiple channels. Overall, it helps in maintaining modern customer support.

Key Features

• Complete customer profiles
• Interaction history tracking
• Task and follow-up reminders
• Ticket management system
• Real-time reporting tools

Pricing

Zoho offers a free trial to use their CRM tool. The paid plans start at a price of £16 per month.

Intercom – Real-Time Communication & Call Recording

Intercom is an online communication platform. It helps the teams to manage live conversations with the customers. It allows live chat, automated chatbots, messaging, and call handling.

This tool allows teams to respond to customers’ queries quickly. It supports live chat to connect with customers. Also, it offers the feature to record calls that can be used later to review conversations and to train AI agents. It helps make support more reliable for the customers.

Key Features

• Live chat system
• AI-powered chatbots
• Targeted customer messaging
• Call recording support
• Conversation history logs

Pricing

This tool offers a 14-day free trial. The paid plan starts at $39/month.

Prepostseo – Data Extraction & Processing

This image-to-text converter helps you extract text from images and scanned PDFs and convert them into editable text. This removes the need for manual data entry work.

BPO teams usually receive multiple documents, scanned PDFs, and handwritten notes SS from different departments and customers. Manually typing information from image-based files takes a lot of time and increases the risk of human error. However, with the help of an image-to-text converter tool, they can quickly access important information from images and update it in their CRM. This helps reduce errors and manage modern customer needs with ease. 

Key Features

• OCR-based text recognition
• Capable of extracting text from SS and handwritten notes
• Fast image processing
• Reduces manual data entry
• Support multiple file formats, including JPG, PNG, GIF, JFIF (JPEG), HEIC, and PDF

Pricing

You can use this OCR converter free of cost. However, users can upgrade to a premium plan to extend the limits, which starts at $7 per month.

Helpjuice – Knowledge Management 

It is a knowledge management platform that can help teams create and manage a searchable knowledge base. Teams can use it to store their internal information, including FAQs, policies, and helpful articles. This information is searchable and can be accessed easily by the employees. 

BPO teams usually encounter multiple repeated customer questions and other internal steps. But with the help of this tool, the need to ask other team members every time for the solution reduces. They can easily share information across teams. This helps them reduce response times and maintain modern customer support. 

Key Features

• Searchable knowledge base
• Article creation and editing tools
• Category and tagging system
• Access control for teams
• Usage and performance reports

Pricing

This tool offers a free trial. Paid plans start at a price of $249/month. 

Ask JADA – Call & Voice Management 

This tool is an AI voice and text support agent. It can manage voice interactions and text-based conversions, working as a virtual agent along with the human staff. 

BPO teams often have to manage a number of customer calls. Most of these start with simple questions like service details or basic troubleshooting. Ask JADA can give answers to common questions and refer complex issues to human agents. This reduces waiting time and improves customer satisfaction. 

Key Features

• AI-driven voice automation
• SMS and text support
• Call handling and routing
• Customer preference memory
• 24/7 availability support

Pricing

This tool is available for a free trial. Paid plans start at a price of $0.14 CAD+tax/min. 

Final Thoughts

Modern customer support requires quick answers and instant resolution of their issues. But to manage these concerns, BPO teams often require tools’ assistance. With the right tools, the teams can manage customer calls, messages, and data more effectively.

I’ve mentioned some of the most useful tools that can help manage tasks and save time for the BPO teams. Try a few of them and see how they can contribute to modern customer support.