Customer service software provides a single, common platform from where organizations can monitor and communicate with customers across multiple channels with utmost ease. They provide software tools to convert emails, social media messages, live chat messages and even phone calls to tickets and notifications, which are then routed to the right customer support person for immediate resolution and escalations. These softwares helps in achieving your customer success in a very easy way for your business.
There are many well known customer service softwares. We have compiled a list of such top 5 softwares.
Freshdesk is by far the best customer support software suitable for both big and small organizations. It has lot of features and is highly reliable. DHL, Harvard University, Henkel, Pearson and many other prominent brands are using Freshdesk. The prices are flexible and the software is even available for free for small teams and individual users. A basic free package for email support is given to teams with an unlimited number of agents. They have a free trial plan so that you can check whether it suits your needs or not.
Freshdesk possesses all the tools and capabilities of a standard help desk software. It provides email and ticketing support, automates support operations across multiple channels, gathers customer intelligence service analytics solution and does reporting also. There are community forums and a 24/7 self-service portal to reach wide range of customers easily. Also you don’t need to invest in separate messaging and help desk solutions. The applications can be customized as you want. The software is available as a mobile app for Android, iOS, Windows Phone and Blackberry platforms.
2. Salesforce Essentials
Salesforce Essentials provides two solutions within a single platform. The CRM software also gives customer service and is specially designed for small businesses. The CRM software helps to speed up sales processes and also give quality customer service and support. The prices fall within the budget and it also offers a free trial plan.
You can improve your client interactions without putting much effort with the software’s multi-channel console, 360-degree customer reviews and pipeline tracking. The built-in collaboration tools such as ticket queueing, case auto-assignments and task management enable the team members to work together with ease.
The platform is available also on mobile devices such as laptops, smartphones, and tablets. It supports self-service options through portals and forums. The subscription package can support up to 10 users.
Zendesk is suitable for all business types and sizes and is available across all geographies. It provides services to over 40,000 small and large companies such as Box, Groupon, Disney and Rovio. The free trial helps you try the key features first and later decide whether to go for it or not. It is accessible on mobile also.
The software is versatile and at the same time very simple to use. Zendesk works on different channels offering different modules for support, guidance, analytics, and collaboration. The open API infrastructure lets you connect the software to any other system or application. Zendesk can be operated by 5 to 500 agents simultaneously and can handle thousands of tickets every day. It has email, web, chat and social media facility and the Help Center, a Quora-esque knowledge base app where customers can themselves search for answers and find solutions to their issues.
4. Zoho Desk
Zoho Desk is a member of Zoho’s productivity family which is a popular support desk system. It provides reliable support across different channels and customers. Task automation helps deliver the quick and responsive support to the clients. Its customer intelligence feature helps build lasting and loyal relationships.
Zoho Desk is suitable for businesses of all sizes. You can go for free trial first to test whether you are satisfied with its features or not. The analytics and reporting tools enable managers to find major issues in agent performances so that the organization can improve its service and make intelligent business decisions.
LiveAgent is for small and developing businesses. It handles ticketing and provides support across different channels and is very easy to use. It performs all the vital help desk functions such as live chat, phone support, file sharing, contact forms, email supports, assistance on Facebook and Twitter and a separate self-service portal for 24/7 knowledge sharing.
LiveAgent app is available on Android and iOS devices. It has a free trial plan like other service softwares. What make it different from others are its gamification suite, POP3 accounts, and intuitive statuses.