Customer service software is the backbone of an excellent customer experience. With customers now predicting an immersive, personalized experience with each brand interaction, it’s a more dominant aspect than ever to have great customer service software. Knowing which tools suit your business requirement and vetting providers can be easy with the proper guide.
In this blog post, we will break down the basics of customer service software and detail the top customer service software so you can examine which one is right for your business.
Brief Introduction of Customer Service Software
Customer service software is a program that assists organizations in supporting their customers. Its main function is to offer a centralized ticketing system where service agents can efficiently handle and resolve customer inquiries or employee requests. This software includes tools like messaging apps, knowledge bases, analytics dashboards, automation software, and more, all aimed at facilitating customer support.
Integration with CRM software allows agents to access contextual data, like a customer’s purchase history, from external sources. This enables the support team to comprehensively understand the customer’s identity, reason and origin for reaching out, regardless of the communication channel used.
Top Customer Services Software
LiveAgent is a versatile live chat and help desk software designed for businesses of any size. Whether you run a small business seeking to broaden your customer base or a large company, LiveAgent can be your comprehensive customer service solution. It offers full customization capabilities and provides users with exceptional collaboration and automation features.
- Data analytics and robust reporting tools
- Numerous Automation option
- SLA Management
- Internal tickets, internal chats, calls and private notes
- Shared centralized inbox for receiving tickets from all channels
Small: $9/month (Per Agent)
Medium: $29/month (Per Agent)
Large: $39/month (Per Agent)
MailChimp is a comprehensive marketing platform designed for small companies. It enables users to create and monitor email newsletters effortlessly. This allows the segmentation of customers into various groups, simplifying the process of sending personalized marketing messages. The platform also provides eCommerce and Website plans with features like social posting, eCommerce website builder, SEO tools and sales reporting.
- Audience Insights
- Email Automation
- Email templates
- Behavioral targeting
- Pop-up forms
Essentials: $9.99/month (500 Contacts)
Standard: $14.99/month (500 Contacts)
Premium: $299/month (10,000 Contacts)
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Buffer is a social media management platform that aims to enhance social engagement for small businesses. It provides a range of features such as automated post publishing, campaign analytics, hashtag planning, comment scheduling, and custom reports. With integration capabilities with nearly 30 other solutions, including Zapier, automate.io, and integrate, the possibilities for enhancing social media presence are limitless.
- Instagram Hashtag Manager
- Post Scheduling
- Analytics and Reporting
- Comment Sentiment
- LinkedIn, Instagram, Facebook, Pinterest, Twitter plugins
Jira is a tool agile software development teams utilize for bug tracking and project management. It empowers users to create and organize issues efficiently, delegate tasks, and monitor work activity. By integrating Jira with LiveAgent customer service software, users can seamlessly generate new tasks and issues directly from the ticket panel, eliminating the need to switch between platforms and saving valuable time on data input.
- Kanban and Scrum boards
- Favorite Version Control
- Agile Reporting
- Deployment Status
- Flagging Feature
Standard: $7/month (Per User)
Premium: $14/month (Per User)
Enterprise: $122,250/year (801-1,000 Users Included)
Slack is a messaging platform widely used by businesses for instant communication. It fosters collaboration among teams and enables the sharing of company-wide information. The platform seamlessly combines with LiveAgent customer service software, sending Slack notifications to users whenever they are assigned a new ticket or receive a reply to an open ticket. These notifications, delivered by a bot, include a direct link to the relevant ticket.
- Screen sharing
- Instant messaging
- Video and voice calls
- Mobile app
Pro: $7.25/month (Per User)
Business Plus: $12.50/ month (Per User)
ClickUp is a versatile task management application that can be tailored to the needs of small, medium, and larger-sized teams. It is perfect for organizing to-do lists and projects, setting reminders, and monitoring progress toward goals. Moreover, ClickUp provides a comprehensive solution for teams, serving as a unified platform that rivals Slack and project management tools like Asana. With features like real-time tags, chat and comments ClickUp offers seamless communication and collaboration.
- Doc and Wiki
- Checklist templates
- Workload Charts
- Time Tracking
- Collaboration Tools
Unlimited: $9/month (Per User)
Business: $19/month (Per User)
Nicereply is a customer satisfaction survey software specifically designed for customer support teams. It provides one-click customer satisfaction surveys that can be integrated into live chat widgets or embedded into emails. The user-friendly software allows users to create visually appealing and highly customizable CES, NPS and CSAT surveys. When integrated with LiveAgent, it enables seamless feedback collection for agents, whether after a live chat session or upon reviewing an email conversation.
- CES, CSAT, and NPS surveys
- In-signature Surveys
- Post Resolution Surveys
- Automated Trigger Settings
- Code-Free Customization
Trello is a task management application that assists individuals and teams in organizing projects, tasks and reminders. With its user-friendly Kanban board interface, tasks can be effortlessly moved across different stages of completion. Trello helps agents stay on track with their tasks. For instance, whenever a new card or to-do list is created in Trello, it can automatically generate a LiveAgent notification as a ticket.
- Unlimited Cards
- Advanced Checklists
- Unlimited Storages
- Custom Stickers and Backgrounds
- Calendar, dashboard, timeline and workspace view
Business Class: $12.50/month (Per User)
In 2023, several top-notch customer service software options have emerged, offering businesses cutting-edge solutions to enhance customer support and satisfaction. These software platforms provide comprehensive features like ticket management, live chat, knowledge base, and analytics, empowering companies to deliver exceptional service experiences. With advanced integrations, automation capabilities, and AI-powered features, these customer service software options revolutionize how organizations interact with their customers. As businesses prioritize customer-centric strategies, investing in these top customer service software solutions becomes crucial for staying competitive and driving customer loyalty in the modern digital landscape.