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7 Best Customer Service Software for Any Type of Business

Customer-Service-Software
Shams Sumon


8 mins

If you want to take good care of your customers and earn their credibility, you must serve them 24/7. But as a human, it is quite impossible to interact with your customers all the time. Here comes the purpose of using a tool so that it can serve instead of you when you're out of touch.

There are several customer service software to choose from around you. But, according to your business size and budget, you need to identify which one is the best choice for you. 

To make it a bit easier, I've compiled a list of some of the best customer service software.

Let's check it out. 

What is Customer Service Software?

Customer service software is the middleman between you and your clients. They are there to make sure that your customers can experience the full benefits of your products, and to help improve them through helpful customer feedback.

Without customer support, you or someone else in the organization would be spending most of your time dealing with customer issues rather than doing the work you should actually be doing. This would eat up tons of hours you should be using on finding ways to improve your products and grow your business.

Why You Need Customer Service Software?

  1. Never Miss a Ticket: A loss ticket can send a customer on a rampage and, worse, you lose his business. Customer support software automates ticket routing and tracks ticket statuses to ensure all customer inquiries are accounted for. So, never miss a ticket using any of the customer service software. 
  2. Automate Processes: Time consuming repetitive processes like ticket sorting, routing, queuing, routine reporting and other administrative tasks can be automated and save your support team time for more important tasks.
  3. Gain Customer Insight: As you accumulate tickets, issues, resolutions, cases and support interactions, your customer database becomes a trove of insights on your market. Using analytics you can run reports on key metrics and discover patterns or trends that otherwise may have escaped the naked eye.
  4. Deliver 24/7 Support: Many solutions provide a way where customers can send their inquiries via email outside of business hours. The emails are automatically transformed into tickets and routed to the first available agent during office hours. This way, you are essentially providing all-day, year-long access to your customer service.
  5. Build a Knowledge Base: Resolved tickets can be channeled to a knowledge base to build your FAQ portal. The more unique cases you receive, the more robust your FAQ portal becomes. Eventually, recurring customer inquiries can be routed to this portal and remove repetitive workload off your support team's daily schedule.

Best Customer Service Software

Help Scout

Help Scout is the all-in-one platform designed to convert, support, and delight your customers. It has a simple design but has all the features that a good ticket management software needs. If you value your money, then go for Help Scout.

Key Features of Help Scout

  • Multi-Channel Support: Set up email and chat for your team in minutes, so nothing slips through the cracks.
  • Easy Integration: Integrate easily with your other platforms including Slack, HubSpot, and Salesforce.
  • Chat Window: A chat window displays on your site if a team member is available to help.
  • Easy access: Access the customer support platform via the iOS and Android apps.
  • Deliver Instant Answers: Create content that's working for you and your customers 24/7.
  • Keep Everyone in the Know: Send targeted messages to announce something new or help customers onboard.
  • Find Your VIPs: Keep track of important customer data and activity to ensure a great experience.
  • Look Smarter in Meetings: Intuitive, built-in reports make for valuable "aha" moments with your team.
  • Chat with Customers: Chat that's easy for your team to manage and never leaves customers hanging.

HubSpot Service Hub

Service Hub has all the tools you need to delight customers at scale. You'll give them an extraordinary and efficient experience with your company, help them to help themselves, and build a base of happy customers who advocate for your business.

Key Features of HubSpot​ Service Hub

  • Universal Inbox: Like most other all-in-one customer support software, HubSpot comes with a team inbox.
  • Automated Tickets: Incoming emails are automatically turned into tickets, agents can respond using templates, canned responses or short videos.
  • Knowledge Base: Turn the most frequent support questions and tickets into a knowledge base. According to a Microsoft stat cited by Hubspot, 90% of people expect companies to have a self-service customer help section online. This type of feature also reduces the load on your support team.
  • Calls: Call customers via VOIP from inside your account, or from a phone.
  • Live Chatbots: Conversational bots can help your customers with easy, routine queries by referring them to support documents or the most appropriate live chat agent.
  • Free CRM: Tickets and emails are built into HubSpot's free CRM so you have a detailed profile of the customer. 

Zendesk 

Build your own solution with Zendesk Sunshine, the open and flexible CRM platform. Sunshine is built on AWS and lets you seamlessly connect and understand all your customer data—wherever it lives. It's fast, powerful, and gives you the freedom to build whatever you want.

Key Features of Zendesk 

  • Flexible ticket management with automated workflow
  • Multi-channel support: email, web, phone, chat, social media
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Open API enabling seamless integration into your business
  • Multi-brand support with linked accounts
  • Unlimited, free "light agents" (Enterprise plan only)
  • Group rules and macros
  • Screencasting
  • Public and private forums
  • Full CSS rebranding
  • Multi locale (timezone and languages)
  • Export ticket views to CSV
  • SSO with Twitter, Facebook, Google and SAML
  • REST API
  • Pre-built: Salesforce, SugarCRM

Zoho Desk

Zoho Desk is the industry's first context-aware help desk software that helps businesses focus on the customer. From increasing your agents' productivity, to crunching through performance metrics, to working in sync with other apps that you use, get to the core of your customer service efforts. 

With the Zoho Desk app for iOS and Android, agents can catch up, collaborate and provide top-notch customer support, wherever they are. 

Key Features of Zoho Desk 

  • Ticketing System
  • Call Center Software
  • Social Support Software
  • Agent Productivity
  • Knowledge Base and Forums
  • Company-wide Collaboration
  • Reporting and Insights
  • Help Desk Essentials

Freshdesk

Freshdesk is a free support ticket system app with several features that can help your team deal with issues and complaints with efficiency. Some of these include email ticketing, social ticketing for your social channels, and team collaboration so you could work on resolving issues faster.

Freshdesk's pricing plans are based on the size of your team, but its free plan has all the essentials you'll need if you're just starting out. It runs on Windows, Mac, iOS, and Android.

Key Features of Freshdesk

  • Ticketing Support: Accept and manage tickets from multiple channels (email, website, social media, etc.)
  • Dedicated Call Center: You can quickly set up a cheap call center to field phone calls from customers.
  • Gamification: Your customer service reps can earn points and rewards for finishing customer requests to make it more fun.
  • Knowledge Base : A CMS to allow you to create attractive help documents for customers.
  • Reporting: See which times and days of the week produce the most tickets, and when your customer service reps are most productive. 

Kayako

Kayako's help desk software is a full suite of tools including live chat software that's quick and easy to integrate, and an organized shared inbox, making our solutions easy and affordable to use. 

Its fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

Key Features of Kayako

  • ​Solid ticketing system
  • Live chat widget to embed on your website. You manage the chats in the backend with your tickets and emails.
  • You can actually use the chat tool for free. If you like it, you can upgrade to get access to the email management system and advanced features like automation.
  • The customer service tool stores the complete history of customer interactions.
  • Automation consists of triggers and actions. For example, you could configure it to assign any ticket that comes in from Twitter as "high priority", or send you a message if a negative rating comes in.
  • Easy integration with over 700 apps.

Freshservice

Freshservice is created to provide a top-class cloud customer support for businesses of all types and sizes. The system flexes a plug-and-play ITIL construction, which makes it easy for users to deploy and implement right off the bat.

Key Features of Freshservice

  • Easy to Use and Setup: Freshservice's modern and intuitive UI requires minimal to no training, and is customizable to IT and non-IT needs.
  • Multi-Channel Support: Automate tasks and provide support for issues raised via email, self-service portal, phone, chat, or in person.
  • Gamify Your Service Desk: Turn your service desk into a highly engaging and fun experience for your agents.
  • Information at Your Fingertips: Maintain records of contracts, hardware, software, and other assets, including all details from from acquisition to expiry.
  • Best Rated Mobile App: Leverage the best rated mobile service desk app for iOS and Android and support your high impact employees who are on the road.

How Do You Handle Customer Support?

Let us know which customer service software you're using for handling your customer support. It is important to know which one you want to recommend to serve this purpose so that we can feature your favorite one in our next blog post. Our comment box is open for you.

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