Which tool is commonly utilized in customer service for managing inquiries?

Customer relationship management (CRM) software is essential in customer service for effectively managing inquiries. This type of software consolidates customer information from various touchpoints, allowing customer service representatives to access a complete history of interactions. With CRM systems, agents can track inquiries, manage follow-ups, and ensure that no customer request goes unanswered.

CRMs also facilitate the organization of customer data, making it easier to analyze patterns, preferences, and issues, which helps in providing personalized support. The integration of different communication channels within CRM systems enables seamless management of inquiries coming from email, phone calls, live chats, and social media, all in one platform.

While email tracking systems, social media platforms, and online chatbots also play important roles in customer service, they often serve as supplementary tools rather than comprehensive solutions. Email tracking systems specifically focus on monitoring email communications, social media platforms facilitate direct interactions with customers but lack detailed inquiry management features, and online chatbots serve to automate responses but may not handle the complexity of tracking and managing customer interactions as effectively as a robust CRM system.