The 18 Best Customer Service Software Tools in 2022

With an emphasis on producing consistent and uniform teams, managers can ensure their agents are all on the same page. Pathlight provides a Real-time Performance Management platform to allow customer-facing teams to manage performance faster. It will help you analyze goals against historical trends to visualize and benchmark performance.

• If you specifically want to know how to use social media channels to offer customer service, check out our post on social customer service.
• In cases where a ticket fails to meet the benchmark, the software notifies management to fix the problem.
• Your teams can break out of siloes and work together freely with streamlined interactions.
• Companies that are at the forefront of the changing dimensions of customer service are undoubtedly more successful today than the ones that are still struggling with the basics.
• The solution enables users to give customer assistance via live chat, email, and self-service platforms.
• Someone might ask a public question and follow up with a private message.

Extend the capabilities of your customer support tools 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 customer support experience that is in line with your brand’s personality by customizing your support portal, email address, and help desk URL. So make sure to pick a customer service software that enables you to launch self-service options like a knowledge base portal, a help widget, and a chatbot.

Tools for the world’s most customer-centric businesses

Make notes on features you like and dislike, so it helps you compare how each software fares. After this last bit of research, you may want to pare down your list even more, and only keep 2-3 software options for first-hand testing. While this is an automated email, I assure you someone from my team will be in touch with you in the next 24 hours.

The chat widgets are clean and modern and are one of the best at showcasing eCommerce products beautifully. However, if you’re looking for more than just chat software, such as a help desk with an integrated call center, LiveChat isn’t the best option for you. Combined with Zendesk through a native integration, you can use Hootsuite to create, update, review, and edit tickets from social media.

Voice Over Internet Protocol (VoIP) Software

Freshdesk Contact Center is a cloud-based telephony software that enables businesses to make, receive, and manage inbound and outbound calls effortlessly. Set SLA policies and ensure your agents honor deadlines for solving customer problems. They will also escalate tickets to senior support managers if these problems aren’t solved on time.

One feature that makes this platform interesting to users is its digital listening capabilities. Medallia uses its access to personal data to grab an overview of how customers are talking about their user’s products. Extensive support and service help prevent poor user experiences and outcomes users may encounter while using any of these customer service tools. This was evaluated in terms of hours and the availability of customer support through phone, live chat, and email channels.

Best Customer Service Tools for 2022

Intercom takes live chat to the next level by installing chat widgets on your website, mobile app, and product. With this omni-channel setup, customers no longer have to navigate to your site to receive chat support. Instead, they can get help right where they’re working, saving them time and reducing friction in the customer experience. Gong is a unique customer service software that can train your agents to produce more delightful customer interactions.

The difference between this specific software type and customer service management software is a matter of breadth. This software is an umbrella term used to refer to all of the tools and features needed for a business to manage a customer service operation. RingCentral’s full-featured calling along with video and messaging service makes for a complete call center package. With enterprise-grade capabilities, this customer service software serves as an all-inclusive platform that helps you escalate from messaging to call or from call to video for a seamless experience. You can easily manage all calls, monitor their quality, and even route calls to the right person – all from a single place.

Best Customer Service Software by Category

I believe that Help Scout would be ideal for small businesses that are on a rapid growth track. It has all the tools you need to scale without the “clunky” learning curve that a service like HubSpot requires. While Hubspot’s latest developmental updates occurred in 2021, the site continues to be enhanced via micro fixes for customer experience benefit and connectivity. The site’s recent changes may propel you toward a more Zero Trust approach with authentication points and offering more enhanced data analytics. Hubspot continues to lead the industry with comprehensive bundles to support all areas of business — especially customer service. For the sake of this review, I evaluated the Starter CRM Suite package, from $27 per month.

• Freshdesk Contact Center is a cloud-based telephony software that enables businesses to make, receive, and manage inbound and outbound calls effortlessly.
• Meaningful customer insights are of immense value as they help you take practical, data-backed decisions to improve your customer service efforts.
• It’s great for streamlining customer support request into a single dashboard and for collaborating with others.
• Talkdesk offers an end-to-end contact center solution that blends enterprise scale with customer simplicity.
• The internal comments feature keeps everyone on the same page regarding any developments taking place in the knowledge base.
• When testing software, be sure to keep all your important criteria in mind.

Check in regularly with your customer service team to make sure your software tools are keeping up with their evolving requirements. As a tool designed specifically for social commerce, Heyday is much more than a customer service solution — it can help you boost sales, too. With Heyday, you can automate product discovery, sharing custom recommendations with customers interested in a specific product category, or a product that’s out of stock.

CRM Platform

They might have been using a more a general contact management software system before, but grew to the point of needing more specialized customer service features, such as trouble ticketing. Others in the sample were buying because they needed to increase efficiency, resolve issues faster, or consolidate their databases. Each customer service software has its own capabilities, and it is up to you to choose which ones are essential for your company. Small company owners may improve their customer service, response times, and overall satisfaction by using software designed specifically for this purpose. Whether you use automated customer care or not, quickly resolving your customers’ issues is a great way to boost their satisfaction.

Aircall also integrates seamlessly with renowned CRM systems like Zoho and Salesforce, which enables you to integrate your sales employees on the support platform. Aircall provides three paid packages billed monthly or annually, depending on clients’ needs. AirCall is a cloud-based cellular support Software In Customer Service solution for client service and sales teams. Customers and employees can make and receive calls through Aircall’s app on PC, Mac, or mobile. Freshdesk is a customer service management software that allows your team to offer service and support through multiple social channels and by phone.

• That means you can get the features you want and skip the ones you don’t need, making it ideal for smaller teams.
• Most crucially, allow seamless, context-aware escalation from self-service to assisted channels like email, chat, or voice.
• Reviewers have stated that they would enjoy more complex automation options and would welcome a dedicated notification section in the app, as currently, they receive notifications by email only.
• Those lower-cost plans do lack some features but should cover the basics for those with a primary focus on email support.
• The customer service software tools you choose will become the basis of workflows across your company.
• Freshdesk is a cloud-based omnichannel help desk software that offers bots, self-service solutions, and intelligent automation.

While some of you might opt for specialist software, some might prefer taking a package that supports all areas of customer service. SproutSocial is an all-in-one platform to fulfill all your social media goals. It helps you extract real value from your social media efforts through actionable insights that drive informed decisions at every step. In addition to this, it offers an amazing set of integrations with other tools like Freshdesk, Slack, and Salesforce for a richer experience.

However, you can add paid modules such as self-service and channels like live chat and phone to the basic plan to make it work better for you. Sometimes, smaller businesses need a streamlined way to manage conversations on social media channels like Twitter and Facebook. In cases like this, a social media customer service software can help you track and manage responses on social media. Zoho Desk has solutions for customer service agents, managers, and customers. But above all, it’s arguably the best customer service software for managing and closing tickets.

You must also ensure that the software helps you measure trends and correlations over a period of time. The ups and downs in your team’s performance are what will ultimately lead them to improvement and solid customer relationships. The report also found that 54% of respondents had used email for reaching out to customer support in the past year.