MENU
GET LISTED
GET LISTED
SHOW ALLPOPULAR CATEGORIES
46 shares
Share
46
Tweet
Share
  • Home
  • Customer Support Software

What is Customer Support Software?

Customer Support Software is a web category that covers all applications and bulletin board systems companies use to answer questions and deal with queries and complaints timely and effectively. Show moreCommon features include help desk functionality, ticketing & points of contact, CRM, and contact management, while advanced systems also offer lead extraction, registration mechanisms, and tutorial builders. In order to find the perfect customer support app for your business, check our leader Zendesk and other products mentioned in this category.Show less

How was this ranking made?

To prepare this list of best Customer Support Software we have analyzed 1,317 different tools currently available on the market, analyzing their features, ease of implementation, client service, offered integrations as well as mobile device support with our unique SmartScoreTM rating system. This list has been prepared by Jenny Chang, our software expert responsible for the Customer Support Software category.

List of Top 26 Customer Support Software

Why FO is free Order by:
Sponsored
  • Sponsored
  • Score
Select more products to compare
Compare selected products

1. Zendesk

Our score: 9.8 User satisfaction: 98%

Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.

READ REVIEW
Select more products to compare
Compare selected products

2. Freshdesk

Our score: 9.7 User satisfaction: 100%

An efficient and reliable help desk solution and winner of our Expert's Choice Award. The software offers multi-channel support, automation tools, gamification, and self-service portals to help businesses deliver high-quality customer support. The software helps improve organization and ease collaboration within support teams.

READ REVIEW
Select more products to compare
Compare selected products

3. LiveAgent

Our score: 8.9 User satisfaction: 100%

A comprehensive customer support platform with live chat functionalities for websites and robust help desk features. The software comes with a simple, intuitive interface that makes it easier to implement and helps boost adoption. An all-in-one inbox, along with multiple social channel support, streamlines request management and keyword monitoring so reps can quickly respond to customer queries.

READ REVIEW
Select more products to compare
Compare selected products

4. Wix Answers

Our score: 8.7 User satisfaction: 100%

Free, all-in-one help desk software solution that provides you with the tools you need for customer and business support. As a complete customer support solution, Wix Answers lets you create your own help center for managing tickets from multiple channels and facilitating communication with customers. Customization options also let you put your own branding on your help center.

READ REVIEW
Select more products to compare
Compare selected products

5. Freshservice

Our score: 9.4 User satisfaction: 97%

Freshservice allows IT admins to effectively track and manage the assets owned by their organizations. The platform offers a powerful ticketing system and knowledge base, as well as features for vendor management and incident management. A built-in self-service portal also lets end users submit tickets and browse knowledge base articles.

READ REVIEW
Select more products to compare
Compare selected products

6. Document360

Our score: 9.0 User satisfaction: 97%

A powerful and scalable knowledge base solution for internal users and customers to enable self-service. Flexible and scalable, the application lets you expand content as your business also expands. Aside from letting it grow with your business, it keeps versions tight with its fully automated version control module.

READ REVIEW
Select more products to compare
Compare selected products

7. HubSpot Service Hub

Our score: 9.0 User satisfaction: 98%

Online customer service, support, and help desk solution native to the HubSpot suite. The software has a built-in conversations feature that helps boost customer engagement by adding context to customer communication. A universal inbox also collects messages from multiple channels, helping teams collaborate and provide better customer support.

READ REVIEW
Select more products to compare
Compare selected products

8. Atera

Our score: 9.0 User satisfaction: 100%

Atera brings the entire IT business together by its unique combination of RMM, remote control, and PSA in one system. This innovative network management solution is capable of remotely monitoring an unlimited number of servers and workstations, as well as powerful ticketing and customer satisfaction surveying and billing and invoicing.

READ REVIEW
Select more products to compare
Compare selected products

9. Jira Service Desk

Our score: 9.0 User satisfaction: 96%

A full-featured service desk platform that allows IT teams to deliver rapid end-to-end service delivery. The software lets you automate tasks, build knowledge bases, and collaborate in real-time, so you can deliver the best customer service possible. You can also link tickets to your team's task queue on Jira for faster issue resolution.

READ REVIEW
Select more products to compare
Compare selected products

10. Genesys PureCloud

Our score: 9.0 User satisfaction: 98%

A comprehensive contact center platform built to reinforce customer support efforts and optimize your workforce. It combines all client communications into one neat, intuitive system so your reps can deliver faster responses. Routing functionalities ensure that messages go to the right agents, reducing the risk of overlooked communications.

READ REVIEW
Select more products to compare
Compare selected products

11. Qualtrics CX

Our score: 9.1 User satisfaction: 100%

Qualtrics is an award-winning tool trusted not only by thousands of companies but also by academic institutions. The first survey software that adapts the use of artificial intelligence in survey data analysis, Qualtrics utilizes its advanced intuitive tools to streamline the complex research process for businesses of any size.

READ REVIEW
Select more products to compare
Compare selected products

12. ConnectWise Control

Our score: 9.0 User satisfaction: 100%

ConnectWise Control is a software app that gives you an enriched remote control experience and helps you resolve customer inquiries efficiently and without delay. Aside from helping reps provide efficient remote support, the software also includes collaboration features that let users exchange files and work simultaneously on one task.

READ REVIEW
Select more products to compare
Compare selected products

13. SysAid

Our score: 8.9 User satisfaction: 98%

Combining the functionalities of help desk and management tools, SysAid won our Expert's Choice Award. It is a feature-rich, easily configurable, and highly scalable help desk solution targeted at large businesses. It supports iOS and Android-based mobile devices, making the platform accessible to users anytime, anywhere.

READ REVIEW
Select more products to compare
Compare selected products

14. PhoneBurner

Our score: 8.8 User satisfaction: 100%

A web-based power dialer that speeds up and streamlines the outbound calling process. PhoneBurner has a contact manager feature built into the system, which automatically organizes imported leads in preparation for the calling process. Using the contact manager feature, sales can create a priority list by category, custom tags, etc.

READ REVIEW
Select more products to compare
Compare selected products

15. Ytel

Our score: 8.7 User satisfaction: 95%

A contact center software that integrates with over 100 marketing solutions, Ytel provides businesses with different communication channels in one platform. These include SMS, voice calls, email, and direct mail. It also offers robust security options, which add to your clients’ peace of mind.

READ REVIEW
Select more products to compare
Compare selected products

16. Velaro

Our score: 8.7 User satisfaction: 100%

Velaro is a web-based live chat solution that lets you improve your communication with your customers and visitors in a matter of seconds. The software gives you an accurate picture of how visitors interact with your website, so support agents can have additional context for conversations with customers. Features such as tiered chat routing also ensure that agents' skills are maximized.

READ REVIEW
Select more products to compare
Compare selected products

17. CloudTalk

Our score: 8.5 User satisfaction: 100%

An intuitive cloud-based call center software designed to enable businesses and organizations to deliver clear, responsive, and high-quality customer support to their clients. CloudTalk was designed with the needs of SMEs in mind. It is a highly flexible and customizable platform that can be tailored to your specific requirements.

READ REVIEW
Select more products to compare
Compare selected products

18. Paldesk

Our score: 8.5 User satisfaction:

Paldesk is an omnichannel communication platform developed to enable businesses to truly reply in real time. The platform combines the features of live chat and help desk tools, allowing agents to connect to customers on different channels using just one hub. And since the software is web-based, agents can resolve tickets and provide support even from mobile devices.

READ REVIEW
Select more products to compare
Compare selected products

19. TeamSupport

Our score: 9.1 User satisfaction: 99%

TeamSupport is a complete customer support platform that facilitates communication and collaboration between your teams and clients. Designed for B2B users, the platform offers customer self-service portals, ticket management, ticket automation, and live chat, among others. Collaborative tools also allow team members to efficiently work together to resolve customer issues.

READ REVIEW
Select more products to compare
Compare selected products

20. Splashtop Remote Support

Our score: 8.9 User satisfaction:

A secured and easy to deploy remote support software designed for managed service providers, IT professionals, and help desks. The platform enables remote access and support from any device, including mobile devices. Security isn't an issue as well, as Splashtop encrypts remote sessions and provides device authentication features for computers and servers.

READ REVIEW
Select more products to compare
Compare selected products

21. VCC Live

Our score: 8.4 User satisfaction: 98%

A cloud-based comprehensive call center software that aims to help boost agent productivity. It comes with simple yet intuitive outbound and inbound tools as well as robust features for telecommunication services, agent activity monitoring, real-time statistics, project management, and database management.

READ REVIEW
Select more products to compare
Compare selected products

22. Cayzu

Our score: 8.2 User satisfaction: 100%

Cayzu is a cloud-based help desk platform with a smart ticket system and robust customer support tools. The platform helps you track tickets and conversations, allowing you to manage support inquiries from one cloud-based portal. Automated rules and workflows also organize your support ticket queue, so you can provide faster, more efficient customer service.

READ REVIEW
Select more products to compare
Compare selected products

23. FixMe.IT

Our score: 8.0 User satisfaction: 100%

Techinline FixMe.IT is a tool that enables users to instantly view, diagnose, and resolve technical issues on a remote computer without pre-installing software. Through the software, users can easily launch a remote session using only a browser and an Internet connection. These features make it easier for agents to provide instant, on-demand customer support.

READ REVIEW
Select more products to compare
Compare selected products

24. JitBit HelpDesk

Our score: 9.2 User satisfaction: 100%

A robust help desk application designed to help users track support tickets and emails in the most efficient way possible. The platform uses machine learning technology to streamline support request monitoring and automate repetitive back-office tasks. A simple, clutter-free interface ensures easier navigation and improved productivity for customer support agents.

READ REVIEW
Select more products to compare
Compare selected products

25. RingOver

Our score: 8.0 User satisfaction:

RingOver is a cloud-based phone system that boosts communication capabilities of any business or organization, enabling them to use their phones for sales, customer support, and internal collaboration.

READ REVIEW
Select more products to compare
Compare selected products

26. ShowMyPC Remote Support and Meetings

Our score: 8.3 User satisfaction: 94%

Remote Support and Meetings is a cost-effective software that allows users to conduct meetings, reduce costs, and efficiently provide support.

READ REVIEW
Why FO is free Order by:
Sponsored
  • Sponsored
  • Score
  • User Score

Similar Categories:

In the event you didn't find just the solution you were looking for here's a list of various categories similar to Customer Support Software that you might want to browse through:

Customer Support Software Guide

Table of contents

Organizations all over the world are using customer service and support online platforms to track and manage service interactions, whether online, by phone, by social media, through email, or even face-to-face.

Get to know each product with free trial

However, there are literally hundreds of tools available in the market and buying the best customer service software platform for your business can be quite challenging. Here is a buyer’s guide to shortlisting the best Customer Support software programs for your needs.

You may want to start off with signing up for several free trial plans or demo from popular customer support software providers. If you do that you should have a pretty decent idea on how each software performs and if it has any disadvantages you should know about. The best thing to do is to do a comparison of services that currently have the highest SmartScore rankings and Customer Satisfaction Rating in our customer support software reviews: Freshdesk reviewsZendeskDesk.comSalesforceFreshservice and DeskRoll. You can get information on the leading apps in this category by reading our article on the top 10 customer support software.

Targeted Businesses

When selecting the best customer support software, remember that different businesses have different needs. They usually break out as follows:

  • Small business buyers – These small businesses wish to evolve beyond their contact tracking capabilities and add trouble ticketing and customer interaction tracking to boost relationships with strong customer service and support software.
  • High-volume call center purchasers – These purchasers are operating one or several large call centers. Often, their goal to manage the call center business process with the help automated rules and scripts, which are supported by many customer service software tools. These buyers are also looking for computer telephony integration.
  • Enterprise buyers – These buyers usually work for companies that regularly have a lot of customers, have complex functional needs, and appreciate the vision of an integrated software solution across all business units and departments and business units. These buyers will usually buy a best-of-breed strategy.
  • Field service buyers – These purchasers work for large companies that provide service at the client’s location and will usually benefit from mobile access. This type of buyers will look for efficient client data integration with other tools.

Customer Support Software For Enterprises

Customer Support software is a critical asset for every large company, especially when designed as an innovative solution that can make the brand memorable, and convert business in an experience more interactive than completing transactions. One of the reasons why big companies are where they are is that they place customer relationships on top of their priorities, and build trust from the shopping cart all the way to the stock market. These systems reinforce the conventional communication channels and offer emerging ones, making it easy to connect with customers from every device and location, and embedding self-service to reduce the burden of the support teams. Inclusively, customer support tools maximize ticket deflection, track NPS, and reveal valuable data insights.

What are Examples of Customer Support Software?

  • Freshdesk: A popular support solution designed to respond to the needs of businesses from all scales, with multi-channel capability and game mechanisms for increasing agent productivity.
  • Zendesk: One of the major cloud-hosted desks known by easy setup and even easier maintenance. Highly integral and packed with advanced features.
  • Samanage: Another great desk for small business and large organizations that can streamline customer support, mostly  by collecting IT asset data and reporting on it.
  • Salesforce Service Cloud: Highly interactive desk with multiple communication channels, well-integrated with social media to improve customer retention rates.
  • Desk.com: Another leader in customer support that delivers fast, reliable, and highly prioritized customer support.

For a wider choice, read our in-depth article on the top 15 customer support solutions.

Types of Customer Support Software

There are four basic types of customer support software, categorized according to the type of support companies want to offer to their customers:

  • Proactive Support Tools. These tools automate support, monitoring and solving problems to diagnose issues and to respond to inquiries 24/7, without necessary involving a person behind the wheel.
  • Preemptive Support Tools. These solutions generate or collect information from the database and the log files, which they later on exploit to predict and solve interruptions.
  • Self Support Tools. Database and online libraries created by the agents for customers to troubleshoot incidents on their own.
  • Assisted (Live) Support Tools. This group includes systems that allow direct communication between the personnel and the users, where the agent is granted remote access to the customer’s desktop to diagnose the problem, or resolves tickets as they arrive.

Key Features of Customer Support Software

Depending on the type of purchaser you are, here is a list of the basic and useful features found in most, if not all, customer service and support solutions.

  • Live Chat – allows agents to chat with your customers online and instantly capture key content from those interactions in the trouble ticketing system. Most customers prefer interacting with agents or CDRs by chat instead of by telephone.
  • Customer Self-Service – gives you an online-based customer portal where customers can look for answers to some of the most common problems. This usually takes the form of searchable FAQs, documentation, and how-to pages, among others. If the client cannot find an answer, online-based self-service tools can allow them to submit a ticket online or do a live chat with your agent.
  • Knowledge Base – handles a repository of descriptions to some of the most common or previously resolved problems or issues. These resources can be made available publicly via a website, or intended for internal use by agents.
  • Multi-Channel Management – handles customer interactions that have been received from multiple channels, including email, live chat, phone, Web, Facebook, Twitter, mobile app, and others. All interactions are then stored in the software tool and routed to appropriate CSRs for resolution.
  • Analytics and Reporting – allows managers to create customized and regular reports that provide deeper insight on your team performance, customer satisfaction, time to resolution, and other pertinent indicators.
  • Routing for Calls and Messages – ensures that calls and messages are sent to the right team. More advanced systems usually have automated distribution systems based on an agent’s skill level or availability. Some customer support software also let users set custom rules for call routing.
  • Visitor Monitoring – tracks where website visitors come from and how they interact with your website. This provides agents with additional context so they can handle customer interactions more efficiently. Aside from improving customer service levels, this feature can also help in lead generation.
  • Customer Feedback – allows customers to rate interactions with agents and share feedback on how their issues were resolved. Managers can use the feedback to gauge an agent’s performance and identify opportunities for improvement. This is an important feature commonly found in live chat software.

Benefits of Customer Support Software

A well-implemented customer service tool increases satisfaction, empowers CSRs, and provides transparency and reporting to you on the support process. Our detailed comparisons show that the advantages customer service systems can provide you include:

  • Automated solution. Manual methods in managing customer support can be quite difficult and tedious. Tracking customer interaction may prove to be difficult for your business. Engaging old and new customers is the lifeline of any business, thus you should make sure you are well-prepared in managing customer support efficiently and effectively. A perception of poor customer service will cost your business.
  • Better accountability. In addition, such customer support software solutions allow you to track customer issues and agent productivity. Your whole company can then see what particularly happened to an inquiry. Such a solution can also allow you to monitor the performance of your agents, enabling you to see who among your agents are performing well, and who aren’t. By documenting every contact with the customer, the system allows you to see which CSR handled which problem and gives agents with regular feedback regarding their performance.
  • Improved coordination. When integrated with the sales force automation system you are using, customer support tools afford better transparency into your customer’s data. This can give you benefits such as allowing sales representatives know if there are any outstanding issues with the customer before making a call, or informing an agent that repair parts have been already ordered so that a client does not need to double order parts.
  • Better asset management. Customer care software systems that fully integrate with service dispatch allow reps to be more efficiently assigned. Similarly, integration with the inventory management system will allow agents to confidently confirm to the customer that repair parts are in stock.
  • Improved infrastructure scalability. Such systems can handle straightforward issues, letting customers that have more complex issues easier access to agents. This enables a growing business to expand at a quicker rate while at the same time maintaining or boosting customer satisfaction.
  • Reduce time needed to resolve customer issues. Customer support software solutions reduce the amount of time you need to resolve an issue of the customer. Thus, the same number of CSRs can address more customer issues, or the same load of tickets can be handled by a fewer number of agents.
  • Accessibility. Customer support software ensures that your business is always accessible to your customers, no matter the hour of day. Offering a live chat option on your website, for instance, makes it easier for your customers to ask questions about your products and services. In turn, this boosts customer engagement, which also enhances brand image.
  • Lower costs. These systems can also lower operational costs for businesses. Through the software, agents and managers become more productive and more capable of handling customer queries. This reduces the need to expand customer service teams. Businesses can also further reduce costs by choosing customer support software with a SaaS model.

The ultimate aim of every business is to increase profit, and the best way to do that is to keep customers satisfied. This makes us believe that the development of customer support software is nowhere close to being exploited, and that there is much left to expect from it. These are the most recent trends and developments in customer support software:

  • Personalized Responses. This may as well be something developers learned from social media, namely that support has to be provided in a way which makes each client feel as if he was the only one you have to attend. Customer support programs are no longer fond of generic responses, but they thought of a way to tailor individual ones without losing too much time, which helps you satisfy client and add value to your reputation.
  • Customers That Help Themselves. Self service using FAQ pages and libraries is more popular than ever, right because it is based on precedent issues and agent experience. Agents, on their behalf, are free to focus on more complex issues the customer cannot solve alone.
  • Consistency. Consistency went all the way from a trend to a requirement, meaning that the company has to unify its methods for collecting information, and to categorize it. Collaboration is an important moment in this process, since more and more companies are turning to customers and their feedback to brainstorm solutions.
  • Proactive customer support. To provide the best customer service possible, companies will soon take a more proactive role in resolving customer issues. This means reaching out to customers rather than waiting for customers to approach them. Proactive support involves identifying the source of customer sentiments to solve issues they may not be aware of. This way, businesses can ensure that customers have a positive experience.
  • AI-powered customer service. Artificial intelligence brings many good things to customer support. One of the foremost AI trends in customer support, for instance, is the use of chatbots to help customers. These chatbots can provide smarter response flows and even suggest products based on a customer’s historical data. If human input is needed in the conversation, these bots can be configured to connect the customer to a customer service rep. This way, reps can focus on solving more complex customer issues.

Potential Issues

There aren’t too many cons to hold you back from transferring customer support on the web, but we still recommend you to take care of the following issues:

  • Downfalls. The failure of the system and its inability to handle inquiries is one of the reasons why customers are suspicious towards web-based support from moment zero. Note that you’re already dealing with a ‘I don’t trust automated support’ attitude, so choose a reputable provider which will keep your assistance portal active.
  • Flair Responses. Just because you’ve transferred support online and users cannot contact you live (even more if they can) doesn’t mean that you have to generalize their answers and make them short. Obviously, this depends both on the problem and the industry you’re working at, but the main point is still to make the customer feel understood.
  • Security Concerns. Your customers are delivering sensitive personal data to you, and will definitely be worried on your protection measures and safeguards. Your best bet is alleviate those fears, and to show them that they are in good hands. For the purpose, make sure you’re in good hands first.

Important Considerations in Choosing Customer Support Software

You won’t see lack for choices when it comes to customer support software. While there are customer support platforms that work as all-in-one solutions, you’ll also find that some of these systems focus on one or two main features. To make sure that you’re choosing the right software, here are some factors to consider:

  • Your business’ unique needs. This is the most important factor to keep in mind when you’re making your choice. Enterprises with large teams of agents, for instance, will likely need a customer support software with a more comprehensive set of features. Similarly, businesses that specialize in field services will need customer support software that enable mobile access.
  • Usability. It’s best to go for customer support software that your agents will find easy to use. An intuitive interface ensures that the software doesn’t get in the way of agents’ productivity. This also allows agents to help customers more quickly and efficiently. One way to ensure that your software of choice has a user-friendly interface is to sign up for a free trial.
  • Collaborative features. Customer support software that offers collaborative features will also prove to be beneficial to your team. These features will allow agents to share customer information and exchange useful files without having to resort to sluggish email. Through these capabilities, the software also facilitates regular communication within teams to foster a healthier workplace culture.
  • Integrations. It’s also important that the customer support software you choose plays well with the applications you already use. This helps agents spend less time switching between applications and focus on important tasks. Customer support software that integrates with social channels like Twitter, for instance, allows agents to access and respond to Twitter conversations from their inbox.

Interesting Statistics about Customer Support Software

Customer support software is experiencing steady growth, as more businesses prioritize high-quality customer service. Here are some interesting statistics about customer support that you may find useful.

  • Projected to reach a market size of $47.76 billion by 2025, contact center software holds the biggest share of the customer support software market.
  • More than half of consumers—57%—prefer to contact businesses using social media and email.
  • After experiencing poor customer service, 89% of consumers opted to do business with a competitor.
  • 96% of global consumers consider customer service an important factor in their loyalty to a brand.
  • 75% of online customers expect help within five minutes.

List of Customer Support Software Companies

Order by:

Newest
  • Newest
  • Score
  • User Score
Product name:
Category:
Smart Score:
Price:
User Satisf.
User reviews:
The Real PBX reviews

The Real PBX

Customer Support Software
8.8
$6.75
98%
Adversus Dialer reviews

Adversus Dialer

Customer Support Software
8.0
$90
100%
contactSPACE reviews

contactSPACE

Customer Support Software
8.0
$105
100%
Channels reviews

Channels

Customer Support Software
8.5
$24
95%
HoduCC reviews

HoduCC

Customer Support Software
8.0
By quote
92%
Instant Housecall reviews

Instant Housecall

Customer Support Software
8.0
$39
100%
Frontman reviews

Frontman

Customer Support Software
8.1
$25
100%
AVOXI Genius reviews

AVOXI Genius

Customer Support Software
9.0
$25
97%
ManageEngine Remote Access reviews

ManageEngine Remote Access

Customer Support Software
8.9
$75
97%
Smith.ai reviews

Smith.ai

Customer Support Software
8.8
$140
96%
ActiveBatch reviews

ActiveBatch

Customer Support Software
8.8
By quote
97%
Document360 reviews

Document360

Customer Support Software
9.0
$49
97%
LivProp reviews

LivProp

Customer Support Software
8.0
By quote
98%
CommBox reviews

CommBox

Customer Support Software
8.0
By quote
96%
ShowMyPC Remote Support and Meetings reviews

ShowMyPC Remote Support and Meetings

Customer Support Software
8.3
$14
94%

Things to consider when you invest in a SaaS

Disaster recovery and security are two main factors that need to be considered by SaaS consumers when evaluating potential vendors.

Many SaaS providers do not have a disaster recovery site. Therefore, ask the following queries to your shortlisted vendors: How do you test your disaster recovery processes? What is your recovery time? How often do you test? Do you have dispersed infrastructure; are your main site and your disaster recovery site placed in different geographical locations?

You need to be aware that many SaaS vendors do not use enterprise-grade infrastructure to deploy SaaS apps. Many solutions have multiple providers. For example, there may be a firewall provider, an Internet provider, and a few others too in the mix. If a problem rears up, there is a lot of finger-pointing. This issue is common with on-premise IT systems. The solution is to reduce the number of providers so that there is accountability to ensure they take responsibility about performance.

Ask the potential SaaS providers the following queries about security: Is your company SAS70 compliant? What security processes are used at your facilities? What security audits and principles does your company follow? Who manages access and identity management, web application firewalls, log file management, and network connectivity?

Needless to say, take your time to research thoroughly and get the answers to the above queries before you invest in an appropriate SaaS system.

Frequently asked questions about Customer Support Software

What is the best customer support software?

The best customer support software is Zendesk. Zendesk comes with a suite of apps or modules that help agents provide efficient customer support. Through these modules, businesses can cover all the bases and set up live chat, knowledge bases, and call centers.

Zendesk’s Support Suite is designed to improve the productivity of support agents through modules for live chat, voice and SMS, self-service, and knowledge base content. Conversations from multiple channels are unified into one platform, so agents can easily respond to customers. The Support Suite also collects relevant customer details into a single profile for easier access. Agents can also access previous events and conversations to ensure that they have all the relevant information they need. For faster follow-ups and issue resolution, the system tracks customer interactions and tags each with a priority level.

The platform’s Explore module also serves as a customer analytics tool. The tool provides insights into how customers interact with your brand and collects data from multiple channels. It also comes with built-in dashboards that you can use for analyzing team performance and setting KPIs. Additionally, the module lets you customize charts and dashboards according to your business’ unique metrics.

What are the benefits of customer support software?

24/7 accessibility. Customer support tools for live chat and contact centers ensure that your customers can always reach you. The software provides a quick way for agents and customers to communicate, so issues are resolved more quickly and efficiently.

Automated capabilities. Many types of customer support software can automatically distribute calls and messages to the right agents and track customer interactions. By automating these administrative tasks, these systems help agents become more productive.

More organized workflows. Customer support software combines conversations and customer interactions from multiple channels into a single stream that’s accessible to agents. Agents don’t have to dig through email threads to find relevant context for customer queries.

Faster issue resolution. By providing all relevant customer information, customer support software cuts down the time agents spend resolving issues. The software also lets users prioritize tickets and allows for easier collaboration, shortening resolution cycles.

Improved accountability. These systems make it easier for managers to track each agent’s productivity and performance. Many of these platforms can record customer interactions across multiple channels. This way, you can easily monitor these interactions and identify opportunities for improvement.

What are the features of customer support software?

Live chat. Through this feature, customers can initiate online conversations with support agents. This is a handy feature to have in customer support software especially since many consumers prefer chatting with agents to talking with them over the phone.

Self-service options. These software let you set up a self-service portal where customers can search for answers to commonly asked questions, read how-to articles, or submit tickets for issues they may encounter. Many of these portals also allow customers to manage or track their submitted tickets.

Multi-channel management. Customer support software centralizes customer interactions, collecting conversations and events from different channels into one platform. This way, agents can easily access information from these interactions and use the context for more efficient issue resolution.

Customer feedback. Many of these software allow customers to provide feedback after interactions with agents. The feedback can provide insights into how agents handle customer queries. This feature also helps managers monitor agents’ performance and spot areas for improvement.

Reporting and analytics. These are also important features that will help managers and business owners gauge the quality of the customer support they provide. Many customer support software allow users to customize reports so they can set their own KPIs and monitor specific metrics.

What is the easiest customer support software to use?

Customer support software that’s easy to use ensures that agents can resolve issues as efficiently as possible. Here are some customer support tools that are known for their intuitive interface.

Freshdesk. Freshdesk offers multi-channel support, along with a powerful ticketing module for converting transactions into tickets. The software’s collaboration features also make it easier for agents to work together on more complicated customer issues.

LiveAgent. The platform comes with a simple interface, with features and elements that are easily accessible to agents. For instance, the software’s all-in-one inbox provides ready access to all customer requests and interactions.

Hubspot Service Hub. This software has a Conversations feature that makes it easier for businesses to collect useful context for customer engagement. The information enables agents to provide proactive support and encourage brand loyalty.

What is a good free customer support software?

Customer support software doesn’t have to break the bank to be efficient. Here are some effective customer support platforms that are free to use:

Jira Service Desk. One of the best-known customer support software today, Jira Service Desk has a free plan that can be used by up to 3 agents. This free plan likewise offers unlimited customer support, service request management, self-service portals, and 2 GB of file storage, among other features.

Wix Answers. As a completely free platform for Wix-based websites, Wix Answers lets you create your own help center. You can manage tickets from multiple channels, administer a call center, and access insights into your team’s performance and ticket response times.

ConnectWise Control. Single technicians can get a free ConnectWise Control license to provide remote customer support. This free plan allows 1 session per technician and can be used by up to 3 access agents.

Jenny Chang

By Jenny Chang

Senior writer at FinancesOnline who writes about a wide range of SaaS and B2B products, including trends and issues on e-commerce, accounting and customer service software. She’s also covered a wide range of topics in business, science, and technology for websites in the U.S., Australia and Singapore, keeping tabs on edge tech like 3D printed health monitoring tattoos and SpaceX’s exploration plans.

Updated

Why is FinancesOnline free? Why is FinancesOnline free?

FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Please note, that FinancesOnline lists all vendors, we’re not limited only to the ones that pay us, and all software providers have an equal opportunity to get featured in our rankings and comparisons, win awards, gather user reviews, all in our effort to give you reliable advice that will enable you to make well-informed purchase decisions.

TOP