Did you know? About 81% of customers will stick with brands they had a positive customer service experience with. On the other hand, 61% of customers will immediately switch to competitors after one poor customer service experience.
This shows that your clients appreciate timely and effective customer service and will move on to your competitor if you don’t provide that.
Customer service tools make it easier for brands to respond faster and efficiently manage customer needs. In this article, we’ll show you the ten best customer service tools in 2022, together with their unique features and benefits, so that you can increase customer satisfaction and profitability.
What is Customer Service Software?
Any program designed to facilitate interaction between a company and the people who use and purchase that company’s goods and services is considered customer service software. The most common type of software for this purpose is a ticketing system, which allows your agents to manage and monitor multiple conversations at once and is thus a valuable tool for organizations.
Customer service tools encompass live chat capabilities, self-service, messaging apps, CRM tools, and call center knowledge base software, to name a few.
What Qualities Make up a Good Customer Service Software?
What benefits do they offer? What makes them unique? The following is a high-level analysis of the factors to consider when selecting a customer support tool for your organization or selecting the most important features that add to its value.
- User-friendliness
Does the online customer support tool pose any difficulties to set up? Is it easy to learn and teach?
- Performance
How effectively does this tool solve the issue for which it was designed? Does the software require more devices, or can you use it alone?
- Value
What exactly do you get for your money? Is it essential, or would you rather have something else? Will you and your clients profit from using this software?
What are the Benefits of Having Customer Service Software?
Some advantages of customer service software are listed below.
- Increase customer satisfaction
It’s possible to provide a higher quality of service to customers when agents have the resources they need at their disposal. When the quality of service offered by your business rises, clients are more likely to stick with you and make further purchases down the road.
If you invest in customer service, you may increase the value you get from your current clientele and reduce your spending on marketing and new client acquisition.
- Retain customer service agents.
With the most up-to-date tools, agents are likelier to put out their best effort at work. They will have better access to up-to-date client information, allowing them to conduct their tasks more efficiently, keeping them longer in your establishment. Tools for customer service enable employees to work together to serve their clients better. Companies can save money and time by getting the most out of their existing staff rather than adding more employees to the payroll.
- Give your customers the self-service option.
With the help of customer service software, businesses can build a knowledge base from which consumers can draw answers to their questions and difficulties. A better customer experience is achieved by catering to customers’ preference for self-service over human support and making a knowledge base available.
- Scale your business.
You can expand your company quickly if you have the resources to handle a large number of consumer contacts at once. To keep track of customer tickets, your business can use help desk software instead of a traditional email inbox. The software should be able to adapt to the changing needs of your company.
Types of Customer Service Software
Different types of customer service software offer your business better and unique customer service solutions.
Customer Relationship Management (CRM)
CRM, which stands for “Customer Relationship Management,” allows you to keep track of your communications with clients during their customers lifetime. Whenever you have contact with a client, you should be able to pull up their profile in your customer relationship management software. They also make managing difficult customers a lot easier.
Call Center
Call center software facilitates the management of client phone calls, which continues to be an efficient method for addressing consumer concerns. You can instantly log calls, view past interactions, and generate support requests with the proper tools.
Service/Help Desk
Rather than using an inbox like Gmail, a help desk system can be used to handle customer emails better. Tracking, tagging, and email campaign management is a breeze using help desk software. There are enterprise solutions for large organizations and smaller company ticketing systems, ideal for those with fewer employees. Knowledge bases are often included in help desk solutions; however, they are usually very rudimentary and just meant to supplement the main product.
Live Messaging and Chat
Live chat allows clients to speak with support staff members in real-time, regardless of whether they use the company’s website or app. Your agents can use live chat to address consumers’ concerns before they escalate.
Knowledge Bases
Customers can help themselves with the use of a knowledge base. It’s a straightforward website with categorized content that answers frequent customer inquiries and a full search bar.
10 Best Customer Service Software
Now, to the central core of the conversation, we have highlighted the 10 best customer service software of 2022 based on the types of customer service software, and they can be found in the following:
Customer Relationship Management (CRM)
Overview
SendPulse
CRM feature by SendPulse is a great solution for small and mid-sized businesses, as users get so much more than just a CRM system.
Being a marketing automation platform, SendPulse provides a variety of tools to help businesses set up timely communication with their customers via a range of marketing channels like email, chatbots, SMS.
Key features:
- streamline your sales processes. (accept and manage orders)
- build your own customer lists
- launch marketing campaigns through multiple channels
- set-up real time notifications to tend to new orders
Pros:
- a robust marketing automation hub
- Facebook, Instagram, WhatsApp, Telegram chatbots
- mobile application for chatbots to answer customer queries on the go
Cons: email only support for free users. Phone and chat support for paid users.
Starting price: CRM feature is free. Paid plans for marketing channels start at $7 per month.
Kommo – formerly AmoCRM
Kommo is a flexible customer relationship management system that helps you have more in-depth discussions with your clientele. Messengers allow for a direct, individual exchange of information. Almost every popular instant messaging service is supported. The code-free chatbot generator will enable you to construct your chatbots and maintain a constant online presence for your business, regardless of size. Kommo’s advanced analytics, reporting, and automation features are a big hit with sales managers.
Salesforce
Overview
As a CRM platform, Salesforce helps businesses maintain healthy relationships with clientele. It’s a customer relationship management tool that allows you a consolidated view of all customers across your organization. Lead and contact management, marketing enterprise resource planning, workflow rules and automation, comprehensive reporting, and dashboard analytics are just some of the features offered by Salesforce CRM.
Key Features
- Access Controls/Permissions
- Activity Dashboard
- Alerts/Notifications
- Automated Attendant
- Automatic Call Distribution
- CRM
- Calendar Management
- Call Center Management
Pros
- Incorporating gradual automation into the sales funnel.
- Most accessible and functional compared to other customer relationship management systems.
- Cultivates and manages leads from a large user base.
Cons
- The changes to the traditional mode made it so that users had to experiment with different combinations of buttons before figuring out how to do a specific task, which was not my preferred method of operation.
- Due to technical difficulties with the extension, the user may not reliably implement regular email tracking in Salesforce.
Starting Price
$25 /mo
$75 /mo for Service & Sales Professional
$1250 /mo for Marketing Cloud Account Engagement.
Service/Help Desk
Freshdesk
Overview
All businesses, no matter how big or small, can provide excellent customer service with the help of Freshdesk, a customer care platform hosted in the cloud. As inquiries come in via different mediums, Freshdesk transforms them into tickets and centralizes their resolution. So that you can always be on top of customer support, Freshdesk allows you to automate workflows, enable self-service, manage SLAs, and measure KPIs. Freshdesk’s pre-installed features include a chatbot that assists with artificial intelligence, predictive support features, and a system for managing services in the field.
Key Features
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Appointment Management
- Archiving & Retention
Pros
- This question-based querying tool can explore data using only everyday language.
- Smaller customers can test the system for free and extended periods with the free tier.
- The gamification feature will appeal to younger customer service agents.
Cons
- Only the beta version offers advanced analytic features.
- Many extended features require an upgrade to the highest pricing tiers.
Starting Price
The standard level is $15 /mo
The Garden level is $35 /mo
Estate levels is $49 /mo
Zendesk
Overview
Zendesk is used to construct first-rate interactions between businesses and their customers. All companies can benefit from the scalability and adaptability of our customer service and engagement tools. Zendesk provides assistance and support in more than 60 languages to over 165,000 organizations across various sectors and sizes.
Key Features
- Account Alerts
- Account Management
- Active Directory Integration
- Activity Dashboard
- Alerts / Escalation
- API
- Alerts/Notifications
Pros
- User-friendly, responsive interface
- CC’s rapid response time is greatly enhanced by its seamless integration with major social media networks like Twitter and Facebook.
- It’s loaded with useful features that improve our ability to assist customers in need, which is crucial to running a prosperous company.
Cons
- Non-Existent & TERRIBLE Customer Service.
Starting Price
Support-only pricing starts at $19 per agent/mo.
Suite pricing starts at $49 per agent/mo.
Free trial available.
Live Messaging and Chat—
Intercom
Overview
Intercom is the Engagement Operating System, a two-way conversation between the product and the consumer that happens in real-time and on the customer’s terms. To help businesses make the most of every opportunity, we eliminate silos by bringing together disparate data and computer systems for a continuous conversation.
Key Features
- Customization
- Ticket Creation User Experience
- Ticket Response User Experience
- WorkflowAutomated
- ResponseAttachments/Screencasts
- Email to CaseLive Chat Support
Pros
- The embedded chat history is convenient, as it includes all of the messages and notes the supporting team members left for each other.
- Adaptable and with excellent service to customers.
Cons
- Your team may face an entirely preventable service disruption.
- Intercom updates may be lost, denied by server-side exceptions, or “concurrent” when there is just one update.
Starting Price
Intercom Essential: from $38/mo
Intercom Pro: from $75/mo
Intercom Premium: Custom pricing
Recommended add-ons:
– Custom Bots from $99/mo
– Answer Bot from $99/mo
– Product Tours from $119/mo
– Help Center Articles from $49/mo
Olark
Overview
Olark is a live chat platform for companies with limited budgets and flexible tech stacks. Olark has been around since 2009 and is a cloud-based live chat service for enterprises. Olark provides automatic communications, team management, real-time reporting, and more. If not, Olark isn’t the finest live chat software for your organization.
Key Features
- Activity Tracking
- Auto-Responders
- CRM
- Canned Responses
- Chat/Messaging
- Collaboration Tools
Pros
- Uncluttered, smooth connection
- Olark’s innovative features boost our website’s conversion rate and sales team’s customer service.
- Olark’s best software integration lets us share vast volumes of data in chats.
Cons
- Often falls during BBN use, preventing users from sending messages.
- Cookies can’t disable chat.
- Custom bots and automated playbooks aren’t available.
Starting Price
$17/mo for one operator.
$49 for 4 operators.
Knowledge Bases—
HelpJuice
Overview
Knowledge management is a crucial function for businesses of all sizes, and Helpjuice is a cloud-based platform that facilitates this process for organizations of all shapes and sizes. With the assistance of Helpjuice, companies can compile their knowledge into a single repository that all employees can access. Any interested party, internal or external, may access the knowledge base and benefit from its contents. Customers are encouraged and empowered to serve themselves by accessing and using a searchable knowledge base like the one given by Helpjuice.
Key Features
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Cataloging/Categorization
- Data Import/Export
- Decision Support
- Discussions / Forums
- Document Management
- Document Storage
- Full-Text Search
- Gamification
- Knowledge Base Management
- Multi-Language
- Real-Time Notifications
- Reporting & Statistics
Pros
- Excellent customer service
- Well-designed features reduce the demand for support employees.
Cons
- There’s no folder system for images, so they get lost in a stream.
- Local connection issues
Starting Price
$120/mo for up to 4 users and goes up to $499/mo for UNLIMITED USERS.
Document360
Overview
Document360 is a knowledge base platform that includes features such as markdown support, processing systems, rollback, preview performance characteristics, AI-powered search, custom domain mapping, internal commenting, and more, all of which can be used to build and publish self-service knowledge bases or help centers. With this software, users can access tools like article previews, article settings (page titles, article tags), sophisticated search, and version management to better organize their knowledge base content.
Key Features
- API
- Access Controls/Permissions
- Activity Tracking
- Alerts/Notifications
- Cataloging/Categorization
- Categorization/Grouping
- Collaboration Tools
- Commenting/Notes
- Content Library
- Content Management
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Template
Pros
- Cheap and improves knowledge
- Outstanding support
- Open to feature requests and product suggestions.
- The help center connects with most tools.
Cons
- Every user-created article has formatting, bullets, and space issues.
- The setup can be intimidating because it’s a whole application.
Starting Price
Free: – $0 – 5 team accounts – No Credit Card
Required
Startup: $99/mo – 5 team accounts
Business: $249/mo – 20 team accounts
Enterprise: $499/mo – 20 team accounts
How to Choose the Best Customer Service for You
When you have access to the other best customer care tools we’ve discussed, you may not need the most advanced ticketing system for customer support. Instead, pick the program that works best for you and your group. For this reason, you should take the following into account when deciding which customer care option is right for you:
Step 1: Fully grasp your team’s needs and objectives.
Step 2: Check if the program is intuitive.
Step 3: Make sure the software can be easily installed.
Step 4: Consider the software’s potential to grow.
Step 5: Think about how it can facilitate practical remote work
Step 6: Evaluate the software’s capacity to encourage teamwork
Step 7: Evaluate the analysis of the system’s capacity for reporting and analytics.
Step 8: Verify the software’s capability to automate mundane customer support duties.
Step 9: Examine review sites
Step 10: Try out the program or ask for a demonstration.
Step 11: Analyze your test results
Conclusion
As the world increasingly relies on technology and customer data, our business methods may need to adapt. The value of good customer service, however, remains constant. Your company will succeed if you prioritize your customers’ needs and work hard to exceed their expectations. However, utilizing a vast array of customer service resources might be intimidating.
To best meet your company’s customer service demands, you should implement a unified platform that replaces the need for many programs. Thankfully, these solutions exist for handling customer support inquiries in the modern era. Customer relationship management, call center services, service desk (Freshdesk), live chat (Intercom), and knowledge bases (HelpJuice) are all examples of software used in customer support.
