The 18 Best Software Tools for Customer Service in 2024

  • 11 Mar 2024

Customer support software is the foundation of a delightful customer experience. The best customer service tools and implementation strategies for your business are not easy to choose, though.

Some leading software tools for customer service are discussed below:

Zendesk

Companies can design effortless customer experiences with the help of Zendesk’s customer service software. The smooth operation of cross-channel communication increases everyone’s satisfaction and productivity.

 

Features of Zendesk’s customer service software

  • Routing of tickets
  • Live chat applications
  • Native integrations
  • Knowledge base
  • API
  • Reporting and monitoring
  • Self-service portal
  • Community forums
  • Automation

Sprout Social

Given the ever-increasing adoption of social media for communication, customer service software that enables support teams to provide seamless social support experiences is of the utmost importance. Through the integration of features for sales, support, marketing, social media monitoring, and engagement, Sprout Social helps to facilitate conversations on all social media platforms.

 

Features

  • Analytics and reporting
  • Automation
  • Reporting and monitoring
  • Segmenting customers
  • Monitoring and controlling social media
  • Post scheduling

EServeCloud

eServeCloud is one of the most preferred Customer Service Software tools you could use in 2023. Utilize voice, digital messaging, and video to communicate with your clients using eServeCloud. Assemble and archive the history of each customer interaction.  Give your customers access to the power of teams. With these fundamental elements, you can increase customer attraction, revenue growth, customer satisfaction, and employee productivity to win clients for life. Intelligent workflows, automated tagging, and query routing enable better and more efficient prioritization of customer requests and issue resolution.

Features

  • Live chat service
  • AI-backed, data-driven customer support 
  • Captures all conversations
  • Smart workflow
  • Automated tagging and routing of queries

Hootsuite

From a single secure web-based dashboard, Hootsuite enables teams to interact with customers and schedule content across various social networks. Hootsuite’s extensive feature set and sizable integration library make it a dependable all-purpose tool for service operations.

Features

  • Automation
  • Tracking and reporting
  • Customer segmentation
  • Social media monitoring/management
  • Post scheduling

MailChimp

Businesses can design, send, and track email newsletters, signup forms, and invitations to events using MailChimp. When a customer support system like Zendesk Support is integrated, teams can customize emails for specific customer segments.

Features

  • Tracking and reporting
  • Contact management
  • Landing page and email design tools
  • Automation
  • Social media monitoring
  • Live chat

Apple Business Chat

With Apple Business Chat, customers can conduct transactions, schedule appointments, address problems, and receive information without ever leaving the messenger.

Features

  • Native integrations
  • Booking
  • Payments
  • Image/audio/video file support
  • API

Facebook Messenger

With Facebook Messenger, users can receive prompt, practical messaging support on phones anywhere in the world. With the aid of a CRM platform like Sunshine Conversations, customers can change a hotel reservation or locate the ideal lipstick shade inside the messaging thread.

Features

  • Native integrations
  • Booking
  • Payments
  • Image/audio/video file support
  • API

SurveyMonkey

Companies can get templates for a variety of customer surveys from SurveyMonkey, a customer service tool, to learn more about things like product feedback and CSAT. You can incorporate SurveyMonkey’s tool into your existing workflow with ease thanks to its large library of integrations.

Features: 

  • Live results tracking
  • Polling
  • Tracking and reporting
  • Image/audio/video file support
  • Email distribution
  • Native integrations
  • API

Slack

Thanks to Slack, internal customers can easily get IT or HR support through the same channel they use to talk to their coworkers. Using an AI-powered bot, such as Zendesk’s Answer Bot, employees can self-serve at scale over Slack.

Features

  • Live chat
  • Video conferencing
  • Messaging
  • Native integrations
  • API
  • Surveys

Recurly

Recurly provides a customizable platform for handling subscription billing that can manage the entire subscriber lifecycle. When a support system like Zendesk Support is integrated, agents won’t have to switch between different tabs or systems in order to view or modify customer subscription details.

Features

  • Native integrations
  • API
  • Self-service portal
  • Automation
  • Subscription management
  • Multiple payment options

NICE inContact CXone

For more effective agents and improved customer experiences, NICE inContact CXone Agent combines customer context and contact center controls into a single interface. The variety of features NICE inContact offers for more complex, larger service operations is what really sets it apart.

Features

  • Ticket routing
  • Workforce management
  • Customer surveys
  • Native integrations
  • Knowledge base
  • API
  • Tracking and reporting

EZOfficeInventory

Using EZOfficeInventory, businesses from all over the world can handle tickets and incidents pertaining to inventory, assets, and equipment. An employee reporting a broken computer or a field worker needing help with a drill machine are two examples of typical use cases: While a support tool like Zendesk handles ticket workflow, EZOfficeInventory manages asset-related data.

Features

  • Native integrations
  • Asset tracking
  • Barcode scanning
  • Maintenance scheduling
  • API
  • Tracking and reporting

Boss Solutions Suite

Businesses can purchase the ITIL-based help desk software and IT asset management solution from the Boss Solutions Suite on-premises or in the cloud. Public, educational, and healthcare institutions are some of their clients. Boss Solutions offers capabilities for asset, incident, and change management in addition to ticket routing, knowledge management, and self-service.

Features

  • Ticket routing
  • Native integrations
  • API
  • Tracking and reporting
  • Self-service portal
  • Automation

Jira Service Desk

IT teams can get a cutting-edge service desk from Jira Service Management that has all the tools they need, including ITIL-certified processes. The Atlassian product Jira positions itself as the solution to the division of labor between the development, operations, and IT teams.

However, non-IT customer service staff may find Jira’s feature set to be excessive for their needs. If you’re unsure, give JIRA a try; they offer free 7-day trials and a free plan that can help you get a sense of the software.

Features

  • Ticket routing
  • Live chat software
  • Native integrations
  • API
  • Tracking and reporting
  • Self-service portal
  • Automation

LiveAgent

If your customer service team frequently uses live chat to assist customers, LiveAgent is without a doubt a tool to consider. LiveAgent improves the delivery of live chat services with features like real-time typing view, website monitoring for chat engagement, and proactive chat invitations based on the active agent availability.

Features

  • Ticket routing
  • Live chat software
  • Native integrations
  • API
  • Tracking and reporting
  • Self-service portal
  • Community forums
  • Automation

Freshdesk

With Freshdesk’s user-friendly interface and reasonable price, customer service teams can streamline collaboration and automation. Freshdesk offers all the essential features you’d expect in customer support management software, including team dashboards, social signals, ticket routing, and chatbots, in their more expensive plans.

Features

  • Ticket routing
  • Live chat software
  • Native integrations
  • API
  • Tracking and reporting
  • Self-service portal
  • Community forums
  • Automation

Vivantio

Vivantio customer service software is an advanced service desk that can manage both B2B and B2C clients. Vivantio takes pride in their effective service operations, quick integrations, and competitive pricing using ITSM and ITIL technology.

Vivantio offers business insight software and customizable reporting features in addition to the standard CS features.

 

Features

  • Self-service portals
  • Case management
  • Live chat software
  • Simple integration
  • Task management
  • Ticket routing
  • Customer impact maps
  • Automation

Hiver

Hiver, a customer service help desk designed specifically for use with Google Workspace, was developed. Instead of switching to a new platform, Hiver adds common CS features like shared inboxes, analytics, and SLA to the Google Office programmes already in use by your company. Hiver has fewer features than the other CS software because it was developed for businesses that don’t want to reinvent their current Google communications.

Features

  • Customer surveys (CSAT)
  • Analytics and reporting
  • Automated tasks
  • Workload and client distribution
  • Simple integrations
  • Shared inboxes
  • Collision alerts
  • Activity timelines
  • SLA and business hours

Conclusion:

Your customer service software is essential to the daily operations of your support team. Choosing the best tool combination is therefore essential. The best customer service software app equips staff with collaboration tools and automates procedures to improve teamwork and customer service. 

Customer support for a business should grow with it. In order to support a growing business, support software should have features that make it simple to add or remove channels and integrate new systems and software.

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