As your business grows and becomes increasingly successful, you'll probably find that your need for customer service help is growing too. Hiring more support staff is always an option, but if you want to take your customer service to the next level, you should consider implementing support team software.
It's the best way to organize your organization and give your team the tools they need to provide the best customer service that they can. You'll find that customer response is quicker and more consistent, you'll have access to more data that helps you identify and fix trends, and it'll help your team coordinate customer response across multiple departments. If you're ready to implement support team software, we've put together a list of 10 of the most popular products on the market right now.
1. Zendesk
Zendesk is considered one of the industry's top support team software options, and it's easy to see why when you look at the numbers. Businesses who use it see a major increase in productivity among their support team and a pretty sizable increase in customer satisfaction. Zendesk offers seamless support for customers 24/7, no matter which platform they use to contact you. You can personalize automated responses to meet your customers' needs and even create a community message board and help center to help empower customers to find answers on their own before contacting you. The software also integrates with many systems you probably already have in place. Companies like Uber, Mailchimp, and Siemens are already using Zendesk.
2. Kustomer
Whether you have a large call center or a small business with a few employees, Kustomer scales to fit your customer service needs and has been doing so since 2015. Companies like Skims, Sweetgreen, Ring, and Stella & Dot already use Kustomer, which was recently purchased by Meta, to create a customer service platform that is current and keeps up with the latest trends. Provide your customers with seamless 24/7 support via chatbots, social media private messaging, emails, voice, and short message service (SMS). The software uses artificial intelligence (AI) to automate many responses and provides your team with what it needs to offer personalized responses to every single interaction.
3. Zowie
Zowie is an AI-powered chatbot that's designed specifically for e-commerce businesses. It's used by companies like L'Oreal and Avon, and it promises to save each of your agents three hours of time every single day. It also promises that your company can experience 89% automation within three months of using the software, and that's after 50% automation in just one week. If you like those numbers, Zowie also claims its customers see a 10% increase in revenue after implementing its software. That makes sense considering many customers will make a purchase if they can get their answers in real-time.
4. Ada
Ada is one of the market's highest-rated automated custom experience software platforms. It's a favorite of companies like Zoom, Verizon, and AirAsia. While it is AI-driven, it's known for offering an incredibly personalized experience for customers. It promises a 98% decrease in wait times, a 50% increase in agent efficiency, and an out-of-the-box integration that is code free. Features include automated frequently asked questions (FAQs), analytics, out-of-the-box ticketing customer relationship management (CRM), conversational AI, and email and chat handoff. Ada offers a Core, Advanced, and Pro version of its software, so the more advanced you go, the more features you'll experience.
5. Avochato
Avochato, which is used by organizations like GNC, Aflac, DraftKings, and Villanova University, is the software you need for business texting. It allows your customers to receive real-time responses and your team to manage multiple conversations at once. Your team can manage WhatsApp, SMS, and chat from one central Dashboard. Avochato also routes tickets to the correct department or staff member, sends time-sensitive reminders, automates your workflow, and tracks your success metrics. According to some of its case studies, the software has helped companies increase conversions by 40%.
6. LiveAgent
The highly rated LiveAgent offers around 200 integrations to help improve your customer support. Some of their current users include Forbes, BMW, NASCAR, and the University of Southern California. LiveAgent allows you to connect with your customers from every angle: email, social media, chat, forums, forms, video calls, blogs, e-commerce platforms, and so much more so that you can provide personalized real-time customer service. The chat widget monitors how long your customers stay on your site and provides you with a sneak peek at messages. It also has built-in CRM and chat routing. Other great features include cloud phone support, powerful ticketing software, and call recordings.
7. TeamSupport
TeamSupport is a little different from the other selections on the list because it's focused on business-to-business (B2B) commerce and claims to be the only platform of its kind. It's used by organizations like the NBA, Comcast, Teladoc, and the American Lung Association. TeamSupport offers customer management, ticket management, a customer self-service portal, and full integration with most software you might already use. It also includes messaging, live chat, and data and analytics that it claims will help you optimize your operations.
8. Freshdesk
Tens of thousands of customers like Harvard University, Aramex, and Bridgestone, use Freshdesk to automate their workflow and hold conversations with customers across multiple channels. Its Support Desk product utilizes intuitive and collaborative support to help you speed up your customer service process, all while offering more personalized responses in the process. Your staff can work together more easily as the software works to prioritize and assign tickets to the right people and departments. AI-powered chatbots are proactive so that customers get more than your run-of-the-mill answers to their inquiries.
9. HappyFox Help Desk
Companies like Whirlpool, Leapfrog, and Owler rely on HappyFox Help Desk to manage their customer service requests. The software, which fully integrates with most software you may already have in place, features a ticketing system, knowledge base, automation, canned actions, task management, help desk reports, and even a satisfaction survey that helps you improve upon your customers' experience. It integrates with platforms like Facebook, Slack, and Shopify and promises to help improve your return on investment (ROI).
10. Zoho Desk
Zoho Desk is another industry leader and a highly rated company that offers omnichannel customer service software that will help improve your support. Organizations like McAfee, UCLA, Rogers, and Essilor rely on Zoho Desk to help please and retain customers. Use it to automate repetitive actions that will speed up your workflow, improve your team's productivity, provide 24/7 support and deliver consistent high-quality support that will keep people coming back to your website. It will also help you manage multiple conversations via the cloud, whether they're through email, live chat, social media, phone, and more.
