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Customer Services Software: The Complete Guide

CUSTOMER SERVICES SOFTWARE THE COMPLETE GUIDE

Table of Contents

Customer services software is an integral part of creating a great customer experience. But choosing the right tool can be challenging and time-consuming, not to mention confusing for your team members.

In this comprehensive guide, we’ll answer all your questions and help you find the perfect solution for your business. So we’ve covered you whether you’re looking for a simple ticketing system or a comprehensive CRM. Let’s get started!

What is customer services software?

Customer services software is a program that helps organizations provide assistance and advice to people who buy their products.

Customer services software is an essential tool that can be used to streamline your organization’s operations. It allows you to track, prioritize and manage incoming customer requests and employee issues in one place, ultimately leading to better outcomes for everyone involved.

This includes tools such as knowledge bases, messaging apps, automation software, analytics dashboards, and more.

Customer services software is essential to help agents provide better, more personalized experiences. With CRM integrated into the system and access to data from external sources like purchase history or social media posts, support teams will have all they need about who you are and where your business came from.

How does customer services software work?

Customer services software is designed to improve your business’s customer experience by unifying their conversations and information across channels in one location.

Why do small businesses need customer support software?

Customer support software can help organize, prioritize and consolidate customer service inquiries. When used well, it enables quicker responses that are more reliable and personalized for each individual business with a small or large volume of customers seeking assistance at any given time.

This sets them apart from competitors by providing superior quality in their interactions, leading to happier clients who will return when they need something else.

When do you need customer services software?

Investing in customer service software is like having another pair of hands. You need them when managing the company’s workload, and they’re beneficial for scaling up your offerings towards larger clients, but if things get too hectic – or worse yet, costly mistakes start happening- then there’s no choice left except to hire some help with this task.

Different types of customer services software

In the era of empowered customers, companies are using more automated tools to encourage interactions with their brands. This helps build trust and retention rates which results in higher revenue growth for an organization because they’re able to get closer bonds between clients through every possible channel from phone calls or emails to payments made at the checkout without even needing cash on hand.

Some of the current top customer service channels are the following:

Live chat

Live chat software ensures that agents can help customers with any issue, such as on your website or a mobile app, from where they’re already sitting. This gives businesses the opportunity for proactive solutions before problems arise – like an e-commerce company using its Live Chat service at check-out pages, so people don’t have to abandon their carts because of unanswered questions about pricing and delivery times.

Live chat is a great way to offer support around the clock. While your agents are busy being humans, chatbots can handle customer requests for you.

Phone support

CUSTOMER SERVICES SOFTWARE THE COMPLETE GUIDE

There is no better way to solve your customer’s problems than with a phone call. The tone of voice in a phone conversation makes it easier for customers to solve their problems quickly. They can feel more connected and less alone when conversing with someone on the other end.

Call center software enables customer service representatives to be strategic and efficient. With features like call recordings and intelligent internal routing for easy access to the entire history in one place with automatic ticket creation on your computer or phone – there’s no need ever worry about forgetting what you needed again.

Email

Email has become the most popular way for people to communicate in business, especially with customers. It’s long-ingrained and remains one of our generation’s preferred channels when communicating internally or externally (primarily via email).

For example, HR teams might also use this form of communication – not only between themselves but also toward full-time employees who may need help on occasion. Payroll workers will get answers about how things work from their boss without having phone conversations.

Messaging apps

The increase in messaging apps has changed how people communicate with friends and family. This same convenience factor is now available to customers who use customer service software, enabling them to connect over similar Instant Messaging channels as they would for personal messages or chats on popular social media sites such as Facebook Messenger.

Customer services software allows you to keep conversations and context in one place. If a customer’s issue starts with an email, all their information is logged within that same support ticket so they can be followed up on more efficiently.

Video chat

With the pandemic and boom in video chat apps like Zoom, Google Meet is turning it into a go-to business connection tool. This form of communication has become increasingly popular among customers looking for facetime.

Live video chat is booming due to the pandemic, and people are using it for everything from IT assistance to telehealth services to customer service. Video chats allow employees or clients alike more time during their workday without having an actual person sitting at your computer checking emails all day long.

Mobile Messaging

CUSTOMER SERVICES SOFTWARE THE COMPLETE GUIDE

Mobile messaging is a great way to get fast and efficient customer service for minor problems, especially when the issue requires multiple yes/no questions. Most mobile messages are sent out about products, such as tracking numbers or activation instructions; however, some companies also use them for confirming appointments.

Knowledge base

A knowledge base, community forum, or customer portal support teams can empower customers to self-serve. 81% of the time, they’d instead figure out issues independently.

Support teams need AI to make knowledge creation easy for everyone by flagging outdated or unnecessary content and creating new articles when required so that low-touch tickets don’t distract from what’s important.

What are the main benefits of customer service tools?

Companies of all shapes and sizes can benefit from customer service platforms. From the multinational enterprise that needs to support millions in multiple languages to small consumer-facing businesses with quick response times but limited resources, these tools are a must for any business looking at how they’ll keep their customers happy.

Here are some key benefits of customer service tools:

Drives customer satisfaction and loyalty

CUSTOMER SERVICES SOFTWARE THE COMPLETE GUIDE

When agents have access to the information they need, customers receive fast, personalized responses, which result in better service. This makes them less likely to churn and more loyal buyers of your products or services.

If you want to grow your business, it’s time for customer services software! The right system can help ensure satisfied and loyal clients keep returning, increasing revenue exponentially over the long term.

Streamlines self-service

63% of customers start their search on the company’s online resources when they have an issue. This is not only a challenge for enterprises but also means that these companies need to be able to create and update those documents in real-time so they can meet customer demands.

Customer service platforms provide a simple way for your business to improve its knowledge base, streamlining the creation and management of FAQs. You can also track what customers are doing in response by using this technology.

Fosters the agent experience

Customer service tools are a valuable asset to any business. They allow agents access and use the information they need when it’s most helpful for them in their work environment. It also helps improve collaboration with shared inboxes throughout an organization while streamlining workflow processes so everyone can be more productive.

Gives businesses the ability to scale smarter

Internal and external customer service is important to the success of any business, but it becomes a challenge when you have an increasing number of diverse sets of customers. It can be difficult for your team members who are responsible only for one area in particular without assistance from others on their roles.

Customer service applications have been shown to be a key driver of company growth because they give companies the power for customer-centric agility. That means that instead of growing based on internal needs alone – such as increasing production rates – a business can now focus its efforts where it matters most: satisfying customers’ desires.

Enables smaller teams to do more, faster

With so many channels and personalized services, the need for a fast response is more important than ever. The speed at which customers can solve their problems affects how satisfied they will be, and service agents use apps to help them respond quicker.

What are the main features of customer support tools?

Ticketing system

When your business needs an organized way to track customer conversations, it’s time for ticketing! A good software solution will let you set up a simple effective system that enables representatives to handle all questions and complaints in one place.

Ticketing systems help customers by fixing their problems and providing efficient service.

Ticket software is sometimes called a “help desk” program. But it serves an equally important function: gathering customer input from external sources like social media or email; processing all those interactions into available tickets, which can then be tracked appropriately through the organization’s resolve chain.

Email management/ Inbox support

CUSTOMER SERVICES SOFTWARE THE COMPLETE GUIDE

One of the best features of this tool is its shared inbox, which allows you to organize all your email conversations and support cases. You can access them from anywhere with just one login.

Inbox solution features can also include:

  • Internal notes
  • Response assignments
  • Status monitoring and updates on ticket-related emails
  • Notifications on duplicate emails
  • Escalation paths
  • Automated reply scripts

Self-service / FAQs

A full ticket might seem the only way to solve your issue, but this isn’t always true. With self-service portals and FAQs available for customers who need help now or want more information on how an app works. Reps are able to focus their time where it matters most- solving complex cases without being interrupted by less important issues.

Live Communication

Customers expect to be able to communicate with you in real-time. Plus, it’s a lot more efficient than emailing or calling them! Your customer success team should have access to these communication tools so they can quickly resolve any issues on behalf of your company when needed most.

The features of this system should also come with integration options so you can access your chat transcripts and log information for phone and video calls live communication analytics.

Share Project Management

With project management software, you can keep all team members updated on any task’s status and progress. This means no more double-responses or missed deadlines because everyone will know what they need to do at every project step.

Using shared management, you can give project-related customers access to your deliverables.

Customer Tracking and Reporting

Customer tracking and reporting tools help you monitor your customers so that the team can track how many requests are received each day and when their tickets get resolved. This information is invaluable for a business because it provides insight into what aspects need improvement or change to increase client satisfaction levels.

Graphic reports are an important way to keep track and understand your customers’ behavior. Many tools make this process easy with auto-generated graphs that provide clear insights into what people want from their experience.

What are some best practices for customer support software?

Meet customers on their own terms

CUSTOMER SERVICES SOFTWARE THE COMPLETE GUIDE

Customer expectations are rising. This means that companies must evolve to meet them or be left behind in an ever-changing marketplace where customers can find their next favorite brand on the fly with just one click of a button from any device they’re using at a moment’s notice!

The best way for your company is to stay relevant and gain new converts? Omnichannel customer service – providing all channels available online so people know how/when to communicate efficiently no matter what type of screening tool was used when making contact.

Make personalization possible

The data you need to determine what your customers want from a product or service is probably available. It can feed engagement strategies with insights on when and where they should be engaged, telling marketers how best to sell their products/services.

To improve the customer experience and increase sales, it is important to understand your customers’ needs. One way you can do this is by using an open CRM platform so that all data from different sources are connected with each individual’s preferences in mind.

Invest in effective collaboration

Customer service is one of the most important aspects of running a successful company, but it’s also an area where many companies fall short. When your customers are ringing up in complaints about bad experiences, there’s no wonder why so many people shy away from the brands and they try new places for their business or personal needs.

Giving your teams easy access to other departments is a great way to streamline communication and internal workflows. This will allow agents the context they need when it matters most so that you can provide more responsive support.

Customer services software trends

The world of customer service is changing at an ever-accelerating rate, so it’s important to keep your finger on the pulse. If you want a tool that can evolve with business and technology and offer value for money in terms of cost per employee hour or revenue generated, check out a few of the top customer service trends you’ll want to keep in mind.

Data-driven personalization as the price of entry

Data-driven personalized customer service has been around for a while now. The greater accessibility of tools that enable data-driven personalization and executives finally realizing how valuable their customers’ information can be.

Companies must ensure they can handle and use customer data to attract new clients and retain them. The most recent KPMG CIO Survey showed that when it comes down to impact your business’s success – 91% of responding CEOs said this was true.

In the past, data-driven customer experiences were too expensive for most companies. But powerful and affordable software like that is now available to all businesses on earth – tapping into information about your customers to serve them better.

Customer service teams are focusing on efficiency

In a pandemic, hiring managers had stiff competition for quality agents. So much so that most teams expect more customer request growth than headcount. Choices were made more accessible with improved efficiency by using the right culture, solutions, and data visibility to improve efficiency.

The findings show that only half of customer service agents say they have adequate tools for measuring and reporting on the most important metrics in their role.

The current technology landscape is filled with opportunities for CIOs and other IT leaders to prioritize the customer experience.

Blending customer service and customer success

Organizations are using a proactive approach to customer service. The world’s fastest-growing companies want their customers’ problems solved before they even happen by reaching out and connecting resources that can help the person in need of assistance quickly – via chat or email response time.

CEOs, VPs, and other executives realize they can’t succeed without augmenting their service teams with dedicated customer success functions. Some companies have found success in this model where these specialists take on the responsibility of managing relationships between the company & customers while also providing support when needed through traditional channels such as chat or phone lines.

See more» How to help your team create greater Customer Services Satisfaction?

20 best customer services software tools

The modern customer is more connected than ever before. They expect to communicate with companies using the channels they prefer, which now represent a host of technologies – all while providing great service at speed and efficiency! Here are some tools that can help your business do just this.

Zendesk

CUSTOMER SERVICES SOFTWARE THE COMPLETE GUIDE

Zendesk’s customer services software empowers businesses to build effortless customer experiences. Conversations flow seamlessly across channels, leading to greater productivity and satisfaction.

With a wide range of features, products, and services to meet customer service or sales needs, Zendesk is used by large enterprises like Shopify (an e-commerce platform), Uber(food delivery), and streaming services. It integrates with almost all apps & platforms related to e-commerce across industries, which makes it very useful in today’s modern world.

Main features:

  • Help desk
  • Ticketing system
  • Self-service portal
  • Analytics
  • IT service desk
  • Customer knowledge base
  • SMS messaging and phone calls

Pricing:

  • Suite Team: $49 per user/month
  • Suite Growth: $79 per user/month
  • Suite Professional: $99 per user/month
  • Suite Enterprise: $150 per user/month

Sprout Social

Recently, social media has become an increasingly popular way for people to communicate. With this increase in usage comes the need for customer services software that can help support teams deliver cohesive experiences across all channels.

Sprout Social’s combination of sales and support features combined with marketing monitoring & engagement make connecting conversations between agents/team members on different platforms easier, so they don’t get lost or forgotten about altogether.

Main Features:

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

Pricing:

  • Standard plan: $89/per user/month
  • Professional plan: $149/per user/month
  • Advanced plan: $249/per user/month

Hootsuite

Hootsuite is a social media dashboard that allows for engagement across multiple networks and the ability to schedule content. It offers many features with its wide range of integrations, making it an excellent tool in any service operation’s arsenal.

Hootsuite and Zendesk’s native integration allows you to use the platform for managing your social media accounts while eliminating silos between support teams. This means better customer interactions across all channels.

Main Features:

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

Pricing:

  • Professional: $49 for one user/month
  • Team: $129 for three users/month
  • Business: $739 for five users/month

MailChimp

CUSTOMER SERVICES SOFTWARE THE COMPLETE GUIDE

MailChimp is an email marketing platform that allows you to create, send and track emails with personalized customer segments. You can also use Mailchimp’s customer support system for your business needs.

Maybe you don’t need a full-blown marketing platform for your business, but if that’s what you’re looking to do anyway, then MailChimp is an excellent choice. You can use their landing pages and ad campaigns to track performance and automate emails with them.

Main Features:

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

Pricing:

  • Free plan: free up to 2,000 contacts
  • Essentials: $11 per month (flexible price up to 50,000 contacts)
  • Standard: $17 per month (flexible price up to 100,000 contacts)
  • Premium: $299 per month (flexible price on unlimited contacts)

Apple Business Chat

Apple Business Chat is a great way to make your customers’ lives easier. They can ask questions, schedule appointments, and resolve issues without leaving the messenger. To ensure they have an enjoyable experience using custom messaging channels like Apple business chat, consider partnering with Sunshine Conversations, which has been providing exceptional support since 2007.

Main Features:

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

Pricing:

Apple Business Chat is free for Apple users and included with the latest iOS.

Facebook

Facebook Messenger, the app that lets you send messages and do more on your phone, has now been integrated with CRM software to make communication more accessible. With features like GIFs, images, or video chat, customers of all ages can communicate quickly without having an actual conversation.

Main Features:

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

Pricing:

Free to create and use a Facebook messaging account

Integration with CRM platforms dependent on CRM company choice.

SurveyMonkey

SurveyMonkey is the perfect solution if you want to gather customer feedback or employee opinion on your surveys without disrupting their workflow. With robust integrations, this tool can seamlessly integrate into an existing process so that data collection doesn’t disrupt what they’re already doing – which means better decision-making for all involved.

Main Features:

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

Pricing:

  • Basic: Free
  • Individual Advantage: $32/month
  • Individual Standard: $99/month
  • Individual Premier: $119/month
  • Team Advantage: $25 per user/month
  • Team Premier: $75 per user/month
  • TeamEnterprise: contact sales for a quote

Slack

CUSTOMER SERVICES SOFTWARE THE COMPLETE GUIDE

With Slack’s integration of an AI-powered bot into customer service, employees can now seamlessly get in touch with IT or HR departments from within the same channel they use to communicate as teammates. The ability for agents and customers alike is increased by having access through one single interface that will help resolve issues faster thanks to its built-in chat functionalities and providing self-service options over Slack at scale.

Main Features:

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

Pricing:

  • Free plan available
  • Pro: $6.67 per person/month
  • Business+: $12.50 per person/month
  • Enterprise Grid: contact sales for quote

Recurly

The integration of Recurly with a customer support system will make it easier than ever to manage subscription billing. Agents can now view and change details on one platform, cutting down time spent switching between tabs or windows for different functions like this. Plus, its powerful features allow you to take advantage, such as creating discount codes automatically applied at check-out when customers buy their recurring package – saving them money too.

Main Features:

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

Pricing:

  • Core: $199 per month
  • Professional: contact sales for quote
  • Elite: contact sales for quote

Free trial: According to Recurly, upon request, plans may have a free trial period added.

NICE inContact CXone

With NICE inContact CXone Agent, your customer service team will be able to provide the best possible experience for every client. You can finally eliminate that clunky old interface with its outdated features! Instead, you’ll have one powerful application that fits seamlessly: voice solutions like IVR menu creation, automatic repeat calling on hold, or ticketing routing. So there are no mistakes overlooked due to time pressure from clients waiting anxiously at their desks wondering why they haven’t heard back yet.

And even more sophisticated tools such as workforce management which help managers manage complex workflows much better than ever before, thanks to many more innovative algorithms powered by artificial intelligence, ensure high.

Main Features:

  • Ticket routing
  • Workforce management
  • Customer surveys
  • Live chat software
  • Native integrations
  • Knowledge base
  • API
  • Tracking and reporting
  • Self-service portal
  • Automation

Pricing: Contact sales for a quote

Although you can try CXone free for 60 days, you’ll need to contact NICE for a quote to find out just how much this service will cost.

EZOfficeInventory

With EZOfficeInventory, ticketed incidents are tracked for equipment and asset management. With a single tool that can help you manage both types of tickets—from broken computers to drills needing assistance- organizations worldwide will be able to take advantage of greater efficiency in their daily workflows.

Main Features:

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

Pricing:

  • Essential: $35 per month
  • Advanced: $45 per month
  • Premium: $50 per month
  • Enterprise: Contact sales for a quote
  • Free trial: 15 days

Boss Solutions Suite

Boss Solutions Suite’s ITIL-based help desk software and asset management solutions provide businesses of all sizes with a fully integrated, easy-to-use platform. Their customers include public institutions like schools or hospitals and education centers that serve local communities in need; healthcare organizations providing care for those we’ve grown closest to over time.

Boss also offers incident/case management features that allow you to take control when something goes wrong without having an emergency contact on file (we’ll save them until it’s essential). The last piece includes change request generation, which helps keep your team informed about changes within their network.

Main Features:

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

Pricing:

  • Essentials: $19 per user/month
  • Professional: $39 per user/month
  • Enterprise: $69 per user/month
  • Free trial: 14 days

Jira Service Desk

JIRA is the service desk software with everything you need, including ITIL-certified processes. Developed by Atlassian and billed as the solution to silos between developers’ operations & IT teams, Jira offers a free trial with unlimited users, which will give anyone an idea if this tool is right for them or not before committing fully.

Main Features:

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

Pricing:

  • Free plan: free for up to three agents
  • Standard: $20 per agent/month
  • Premium: $45 per agent/month
  • Enterprise: contact sales for quote
  • Free trial: 7 days

LiveAgent

CUSTOMER SERVICES SOFTWARE THE COMPLETE GUIDE

With LiveAgent, your service team can improve their chat delivery by using features like real-time typing view and monitoring for website engagement. They’ll also be able to proactively invite agents based on availability – no more waiting around!

LiveAgent has an extensive library of native integrations that allow your team to work seamlessly with existing apps. And it also contains many popular third-party ones, so you’re not limited in what services can be offered through this software.

Main Features:

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

Pricing:

  • Free plan available
  • Ticket: $15 per user/month
  • Ticket + Chat: $29 per user/month
  • All-Inclusive: $49 per user/month

Freshdesk

Freshdesk is a customer services software platform that provides an intuitive interface and affordable price. In their more expensive plans, Freshdesk offers all the essential features you’d expect, such as team dashboards and social signals ticket routing chatbots to streamline employee collaboration while improving customer communication.

Main Features:

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

Pricing:

  • Support Desk Plan: Free
  • Support Desk Growth: $15 per user/month
  • Support Desk Pro: $49 per user/month
  • Support Desk Enterprise: $79 per user/month
  • Omnichannel Growth: $29 per user/month
  • Omnichannel Pro: $59 per user/month
  • Omnichannel Enterprise: $99 per user/month
  • Free trial: 21 days

Genesys DX

What do you get when a virtual assistant is combined with sophisticated artificial intelligence? The Genesys platform. This cloud-based service can provide proactive and predictive customer experiences across all interactions, thanks to three products – from essential telephone support to highly personalized chat sessions that consider past purchases or search terms explicitly related to your business’s needs.

Main Features:

  • Speech-enabled IVR
  • Voicebots
  • Chatbots
  • Tracking and reporting
  • Outbound scripting
  • Detailed records search
  • Knowledge base
  • API
  • Interaction analytics

Pricing:

  • Genesys Cloud CX 1: $75 per month
  • Genesys Cloud CX 2: $110 per month
  • Genesys Cloud CX 3: $150 per month
  • Genesys Choice: Contact sales for quote
  • Genesys DX: Contact sales for quote

Hiver

Hiver is the perfect fit for companies that want to keep their Google Workspace unchanged. Hivers Customer Service Helper desk adds standard CS features like shared inboxes, SLAs, and analytics without reinventing your existing G Suite program.

Main 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

Pricing:

  • Lite: $15 per user/month
  • Pro: $39 per user/month
  • Elite: $59 per user/month
  • Free trial: 14 days

Vivantio

Vivantio’s customer services software is an all-encompassing, scalable modern platform that saves time and money with its streamlined operations. With the help of ITIL technology, they offer affordable prices for both B2B or B2C clients without compromising quality.

Main Features:

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

Pricing:

  • Value: $42 per user/month
  • Vital: $52 per user/month
  • Velocity: $82 per user/month
  • Visionary: $142 per user/month
  • Free trial: Not available

Hubspot

HubSpot’s Service Hub is a customer services software that brings all your data and channels together to efficiently onboard, support, or retain clients at every stage of their journey. As a result, it improves management for delighted customers while Growing The Business By Connecting All Channels Together In One CRM Platform.

Hubspot offers its services in two areas: Marketing & Sales Automation (MLO), which includes tools such as Heatmaps and content creation Guided Workflows.

Main Features:

  • Ticketing system
  • Ticket creation bots
  • Help desk
  • Team email
  • Email templates
  • Live chat
  • Customer feedback and surveys
  • Knowledge base builder
  • Customer data and analytics
  • Data sync
  • Automation
  • Reporting

Pricing:

  • Starter: $45/month
  • Professional: $360/month
  • Enterprise: $1200/month

Gorgias

Gorgias’ customer services software is tailored to help e-commerce stores with their customers. They have successfully adapted the program for use on Shopify but also work well when integrated into other large platforms like BigCommerce or WooCommerce.

Gorgias, is all about helping independent e-commerce brands offer excellent customer experiences and provide great online shopping trips for their customers by assisting companies in resolving issues with a cloud-based helpdesk solution that pulls data from past interactions and orders or payments made through the site.

It also syncs with widely used social media platforms, such as Facebook and Twitter, making communication with consumers super-convenient.

Main Features:

  • Helpdesk
  • Live chat
  • Email integration
  • Autoresponders
  • Ticket management
  • Customer history tracking
  • Request assignment

Pricing:

  • Basic: $60/month
  • Pro: $300/month
  • Advanced: $750/month
  • Enterprise: Custom

How to choose the right customer service platform for your business?

There is no perfect fit when you’re in the market for a new customer service tool. Different services offer various features that will better suit your needs; however, it’s important to consider those specific things before starting any search.

CUSTOMER SERVICES SOFTWARE THE COMPLETE GUIDE

Here are basic things you should consider to choose your customer service tool:

  • Implementation: Customer services software’s ease of implementation depends on many individual factors. Some systems are easier to use, but it all boils down to your desired integrations and other customization needs. Web-based customer service tools are generally easier to implement than desktop-based software, but in most cases, businesses can start servicing customers with a few days worth of planning.
  • Collaboration tool: The best customer services software app is a revolutionary way to solve all your problems with collaboration and workflow. With this, agents can work better together while efficiently helping customers.
  • Scaling: The ability of a company’s customer service to grow with the business is imperative. As you expand, your support software should offer options for adding or removing channels and integrating new systems without disrupting what already works well.
  • Analytics and Reporting: Customer service analytics give a business-critical insight into customers’ needs and desires. The data is used to help prioritize new initiatives, improve product design or marketing strategies, and identify areas where the company may be missing opportunities for growth because they don’t know what people want from them yet.
  • Customization: The best customer service providers are designed with various features to meet any need. They’re flexible and powerful yet easy to use, allowing agents to customize their workspace in seconds.
  • Security: Security must be a top priority for any company that handles sensitive customer information and financial records. The best customer services software will have all necessary security certifications, including Cloud coverage and local servers, so your data isn’t vulnerable in one place alone.

No matter whether you maintain an in-house customer support team or decide to outsource customer services, it is important to choose among many different types of software for your business. Each one comes with unique features, functionalities, and pricing; you should research before deciding which platform will work best in helping grow your company.

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