Best customer service software
Delight customers with a fast and easy-to-use customer service software.
With every business competing for market share, delivering the best customer service plays a significant role in gaining customer loyalty. Failing to meet customer expectations could cost a business more today than it ever has historically. The New Rules of Customer Engagement research by Freshworks found that:
'56% of consumers globally have stopped doing business with a brand or switched to a competitor due to a single bad customer service experience.'
Customers expect their brand experience to be more personalized, interactive, and faster. Finding the right customer service software that can meet your customer expectations and your team's requirements can be a complex task. Use this easy guide to choose the best customer support software for your business.
Gone are the days when customers reached out to support only via phone and email. Today, customers use phone, email, chat, WhatsApp, Twitter, Instagram, and other social media platforms to connect with customer service. Businesses need to ensure that they meet their customers on all modern support channels.
However, having an online presence on different support channels, and managing customer conversations using different tools for each channel might not work too well. Your team will end up asking the customer to repeat the same details over and over again on multiple channels or juggle between tools to find the information by themselves.
Here’s where a customer service software comes in and unifies customer conversations across channels into a single screen and gives you a 360-degree view of all your customer data. This way, your team can offer contextual customer support without juggling between tools or asking the customer to repeat information.
Nothing boosts customer satisfaction more than instant responses and resolutions regardless of the time and day. Unfortunately, not all businesses have the capacity to answer customer queries 24/7.
However, businesses can offer immediate, around-the-clock customer service without agent intervention by using a customer service software that offers AI-powered chatbots and lets you build an extensive knowledge base for your customers.
According to a 2021 Forrester Study, 66% of US consumers agree that valuing their time is the most important thing a company can do to provide them with good online customer service and 47% say they will abandon their online purchase if they can't find a quick answer to their question.
It's pretty evident that speed matters in support, and hence, businesses need to use a customer service software that has advanced automation capabilities and is optimized for speed. This way, support agents can solve complex queries faster and engage in meaningful customer conversations instead of spending time on routine tasks.
Streamline all your incoming customer queries on a single platform, assign agents based on expertise, categorize tickets as per priority, escalate tickets with ease, and offer faster customer resolutions.
Connect with customers via phone, email, chat, and social media platforms, and manage all customer interactions from a single view with an omnichannel customer service software.
Customize your helpdesk's workflows to suit your business needs. You can also modify the look and feel of your helpdesk to resemble your brand’s identity.
Use your customer service software to automate mundane and repetitive support tasks. This helps boost your agent morale by allowing them to spend their time solving complex customer queries and engaging in meaningful customer conversations.
Deflect commonly asked questions by building an extensive knowledge base for your customers within your customer service software. Empower your customers to help themselves before reaching out to support.
Make online collaboration easier for your teams with a customer service software that offers features like Agent Collision Detection (prevents multiple agents from working on the same ticket), Shared Ownership (allows agents to share tickets with other teams and keep track of the progress), In-app collaboration (enables agents to chat right from the ticket interface) and solve customer queries faster as a team.
Identify problems before they escalate, keep track of team metrics, and ensure you're on top of your CSAT goals using custom analytics and reports.
Connect your customer service software with your existing business applications such as your CRM, order management, and issue tracking software for better customer context.
Cloud customer support software is easy to set up and requires minimal to no onboarding. Make sure to evaluate the UI and the agent experience and find a customer service software that doesn't require extensive training.
Understand the problems you're trying to solve for your support team and look out for features that offer the solutions to those problems — this helps you shortlist the customer service software that accommodates your business needs.
Customer service software come in all sizes and prices. If you're just starting out, there are several free customer service software, such as Freshdesk's Free Plan, which offer the necessary support functionalities for your team. SMBs can opt for a feature-rich customer service software at a mid-range pricing and larger companies can invest in an enterprise-grade software with a high ROI.
The best customer support software is one that can seamlessly scale with your business. As your business grows, you will need advanced automation, AI-powered support, easy integrations, and collaboration capabilities to ensure your customer support operates smoothly.
Freshdesk Omnichannel is a comprehensive customer service software that combines the power of a helpdesk, a live chat software, and a call center software, enabling businesses to deliver consistent customer service across channels while cutting down on costs.
With Freshdesk Omnichannel, you can
Achieve 462% ROI in less than 3 years
Reduce ticket volume by 27% with self-service and AI-powered chatbots
Save $2.9 million by shifting from phone to digital service channels like chat and messaging
Improve average handle time by 25% with Freshdesk's intuitive and powerful agent desktop
Save $610,000 by automating administrative tasks and reporting
Source: Forrester Report 2020View pricing
Freshdesk Support Desk makes it fast and easy for businesses to deliver seamless customer service across all channels.
With Freshdesk Support Desk, you can
Handle multi-channel ticketing with ease
Deflect up to 60% of your incoming queries with self-service capabilities
Boost agent productivity with powerful collaboration tools
Engage in meaningful customer conversations with the help of unified customer profiles
Track your team's performance with custom analytics and reports
Freshdesk Support Desk also offers a 100% free plan with unlimited agents.
Freshdesk Messaging is a customer service software that allows you to see customer messages from across all channels in one place. Businesses can view customer communication from email, in-app chat, website chat, WhatsApp, Facebook Messenger, iMessage, and more on a single screen and create a unified customer experience.
With Freshdesk Messaging, you can
Have one inbox for customer messages
Build and deploy chatbots on apps and webpages
Provide instant resolutions to customers with live chat
Anticipate when customers need help and offer proactive customer service instead of reactive support
Freshdesk Contact Center is an AI-powered cloud phone software that is powerful, intuitive, and scalable. It enables you to have personalized voice interactions with your customers through high-quality and secure calls.
With Freshdesk Contact Center, you can
Create a global contact center for your business
Convert a call into a ticket in a single click
Bring your own carrier or purchase number from 90+ countries
Empower remote teams with advanced collaboration capabilities
Monitor call volumes and team performance
Freshdesk Customer Success software helps you take a data-driven approach to prevent churn, upsell and cross-sell products, and grow your businesses faster.
With Freshdesk Customer Success, you can
Manage key milestones in the customer lifecycle with ease
Automatically alert your team to upsell and cross-sell opportunities
Proactively manage 'At Risk' customers and prevent churn with early warnings
Automate recurring account processes like onboarding, check-ins, and business reviews
Arm customer support leaders with key account trends that are critical to business performance
Help Scout is an easy-to-use helpdesk tool with basic customer service software functionalities - best suited for smaller teams.
With Help Scout, you can
Manage incoming email and chat conversations from a single tool
Use canned responses for quicker replies
Help customers find answers for themselves using self-service tools
MailChimp helps businesses handle end-to-end email communication with customers.
With MailChimp, you can
Create, send, and track emails
Analyze your email performance using
Offer personalized customer experience by integrating with your customer service software
Hootsuite is used to nurture customer engagement on social media by scheduling social media content and posts across multiple platforms.
By integrating Hootsuite with your customer service software, you can
Convert social media interactions into tickets
Handle complaints posted on social platforms before they escalate
Offer seamless customer service across all social channels
Freshservice is a modern, powerful, and intuitive IT service software with a 308% ROI.
With Freshservice, you can
Boost your IT agents’ productivity by automating repetitive tasks
Help solves queries faster using knowledge base and self-service
Eliminate silos by intergrain all channels of support into one platform
Make IT support fun with exciting gamification features
Zendesk is a legacy customer service software with features like ticketing, automation, self-service, and reports.
With Zendesk, you can
Offer multi-channel support
Reduce agent workload with automation and self-service
Seamlessly integrate with other business tools
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