The 21 best customer service software tools for 2024

Customer service software tool like gamification can boost employee productivity by bringing a game aspect to the workplace. Agents can beat new records, receive badges, and level up, increasing productivity and promoting healthy competition amongst teams and individuals. With automation and contextual guidance built right in, you can get started with Service Hub without involving developers. And if you’re looking for more customization and expertise, our solutions partners offer a wide range of specialized support to help you get the most out of your HubSpot implementation. Service Hub helps you automate repetitive tasks and provide agents with the information they need, all in one place.

Zendesk also offers other products like Zendesk Chat, Zendesk Talk, and Zendesk Guide, each with its pricing structure. There’s also a bundled package known as the Zendesk Suite, which combines multiple products and starts at a higher price point. LiveAgent is not just a fully-featured help desk software, it’s use cases go far beyond that. Take advantage of LiveAgent’s communication capabilities and improve your sales.

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Your Customer Service Software is the key ingredient to your support team’s day-to-day operations. Customers want to hop on their preferred communication channel to connect with your business for support, not have to search for the right phone number to call. Meeting the customer where they are—whether that be over channels like email, chat, phone, text, social media, or WhatsApp—can be a massive differentiator and a key way to cultivate loyalty. In addition to the usual CS features, Vivantio includes business insight software and customizable reporting functions.

Besides phone customer support, the platform also offers secure text messaging, video conferencing, and screen sharing—features that can come in handy, especially when providing technical support. You need a customer service system that can accommodate your business’s unique needs and workflows. Extend its capabilities by integrating with your existing tech stack, having multiple levels of access, and offering support in the languages of your choice. You can also create a support experience that is in line with your brand’s personality by customizing your support portal, email address, and help desk URL.

Empower customers to find answers fast.

It can also speed up inventory counts with barcode scanners, automate purchase orders and streamline different stages of the order as shipping. To simplify the process of sifting through the multitude of customer service systems, begin by identifying the kind of support your customers need. Every customer service tool has unique features, usually tailored towards a particular audience, industry, or niche. The software offers customization features, allowing for a comprehensive brand experience for customers.

• Similar to some other tools on this list, live chat software can be a stand-alone product, but it can also be included as part of a help desk’s larger suite of tools.
• Today, customers expect resolutions in minutes and personalized, 24/7 service through flexible channels.
• MiContact Center also provides native screen-pop integration with most market leading CRM solutions.
• Aircall’s customer service software consolidates relevant customer information so your agents have context for each interaction.
• Other key features of the free version of Service Hub include contact management, live chat, team email, a shared inbox, ticketing, tickets closed reports, and a reporting dashboard.

There are also tools like Tidio that offer a free-forever plan for a specific amount of features. Gorgias wants to empower ecommerce businesses with the tools they need to deliver an exceptional customer experience. It provides a variety of features that make it easy to address customer needs and convert customer queries into sales. Intercom is widely recognized as one of the leading customer service software due to its innovative and comprehensive approach to customer interaction. Zoho Desk’s strength lies in its ability to centralize customer support activities, thus promoting efficiency and a seamless customer service experience. With its robust ticketing system, Zoho Desk ensures that every customer query is appropriately tracked and addressed, improving customer satisfaction rates.

For example, a customer might have a single question that prevents them from completing a purchase. Additionally, automation can eliminate time-consuming tasks, freeing agents to focus on requests that need a human touch. Most customer tracking and reporting tools will also auto-generate graph reports for simple viewing and analysis. Ahrefs and Semrush also both offer a robust site audit that automatically scans your website and alerts you of any SEO issues. Run an SEO site audit with either tool to uncover any technical or on-page SEO issues with your website. You can choose to crawl either the mobile or desktop version of your website to get a detailed breakdown of any SEO issues across device type.

Bots can also offer proactive support and self-help options, including help center articles and answers to FAQs. AI-powered bots can use data to personalize the conversation based on previous interactions and behaviors, creating a tailored, conversational experience. Speaking with a customer over the phone still remains an effective way to resolve problems, especially for high-stakes issues. It can be more efficient than back-and-forth email conversations or live chat, thanks to personal touches—like the tone of voice—that come with a phone call. Call center software can provide customer service reps with features like automatic ticket creation and call routing, call recordings, and a complete view of customer history.

How to choose the right customer service platform for your business

The software offers live chat, bots, self-service platforms, and a ticketing system. Freshdesk is a cloud-based omnichannel help desk software that offers bots, self-service solutions, and intelligent automation. It’s great for streamlining customer support request into a single dashboard and for collaborating with others. LiveChat is a live chat and help desk software that is suitable for businesses of all sizes.

With more than 1,200 integrations, you can customize your solution and consolidate interactions in one place via support channels like email, chat, and phone. Knowing which tools are suitable for your business and vetting providers can be easy with the right guide. We break down the basics of customer support software and detail the top customer service software so you can determine which one is right for you.

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