THE customer service of a company is very important to ensure both impeccable quality of service, but also the good brand image of the company.
However, with the advent of multi-channel, it can sometimes be difficult to respond effectively to every request and be sure to ensure full customer satisfaction.
To make the task of teams dedicated to customer service easier, there are different software programs with various features allowing, among other things, to automate tasks to improve the productivity of your teams.
But do you know how to choose your customer service software and which are the best on the market?
This is what we will discover together in the rest of this article.
What is customer service software?
A customer service software (or helpdesk software) allows a dedicated team to respond efficiently and centrally to the questions and problems of a company’s customers.
This type of tool fits perfectly into a CRM software (or GRC software), which offers the possibility of grouping all customer data together, in order to facilitate their use in marketing or commercial campaigns.
Thanks to customer service software, teams dedicated to customer satisfaction can significantly improve their productivity, as well as the time and quality of their responses to customers.
Choosing your customer service software depends on several essential criteria. The first of these lies in defining the needs of your business and the tool’s ability to meet them.
Indeed, there are many software programs on the market and they all have specific features.
To be sure you are making the right choice, analyze your strategy in advance and also be sure to choose a tool adapted to the size of your company to ensure that your employees are able to get the maximum benefit from it.
This last point is also very important, since good customer service software must also be able to evolve with your business (increase in the number of channels, expansion of your team, etc.).
Ideally, we recommend that you choose a scalable solution, composed of different modules that can be adjusted over time to support you in the long term.
Finally, to choose your customer service software carefully, we also suggest that you check that the tool is omnichannel and can easily integrate with your other management tools already in place (CRM, e-commerce tools, etc.).
Because the transfer of information between the different software in your company is essential to ensure the productivity of your teams and the quality of your service, this criterion is one of the most important to take into consideration when choosing your customer service software.
Top 10 Best Customer Service Software
In the market, you will find many customer service software.
We have therefore listed the 10 best of them for you to help you make the right choice.
Freshdesk
Freshdesk is one of the market leaders in customer service software.
Equipped with numerous advanced features, it allows you to automate the most repetitive tasks in order to significantly improve the productivity of your employees, in particular by generating pre-recorded answers for the most frequently asked questions.
Additionally, you can also integrate social networks like Facebook and Twitter to be able to respond to all customer queries, regardless of the channel they used to contact you.
Axonaut
Axonaut is one of the best customer service software of the market.
Ideal if you want to develop your loyalty strategy, it allows you to effectively manage your customers and prospects. Its intuitive interface and powerful features are ideal for VSEs, SMEs and even the self-employed.
Axonaut is a complete solution which also includes features such as CRM, invoicing and accounting software, etc. Find out more by consulting our comparison of best free and paid CRM software.
Gorgias
This multi-channel customer support platform helps speed up the completion of repetitive tasks, while offering a set of equally essential features.
It allows, among other things, to manage emails, chats, phone calls, questions received on social networks and SMS messages in a professional manner.
Its little extra?
Gorgias can use different back office data from different CMS like Shopify or Magento, for example.
Zendesk
Ideal for SMBs, Zendesk is easy-to-use customer service software with an intuitive interface, perfect for beginners.
Its little extra lies in its ability to offer live chat to respond to customers within an optimal time frame.
Additionally, please note that Zendesk provides customer support to answer your questions regarding the use of this software.
Crisp
Crisp is one of the best CRM and live chat software.
It makes it possible to improve and optimize processes related to customer management, through any channel.
Its Chatbot functionality helps provide customers with fast and seamless assistance.
You can also easily configure your bot and have it live on your site in just a few clicks, which is ideal if you don’t yet have dedicated customer service.
Zoho desk
Zoho Desk is one of the most trusted customer service software on the market. This solution allows you to automate repetitive tasks to save your employees time.
A true multi-channel platform, Zoho Desk offers the possibility of receiving customer messages from different channels and centralizing them to be able to respond to them more quickly and efficiently.
Finally, know that this solution allows you to design detailed analysis reports to easily monitor the performance of your customer service.
Helpdesk
This customer service solution has several very interesting options, such as the automation of repetitive tasks, for example.
Helpdesk also allows you to filter customer requests according to their origin: emails, contact forms, etc.
With this customer service software, you can also group tickets based on predefined filters and create custom lists.
Sprinkle
This SaaS platform allows you to manage the customer experience and is particularly suitable for SMEs and e-commerce companies.
It makes it possible to respond quickly to customer questions, in particular by relying on unified customer experience management (Unified-CXM).
Sprinkl gives you the ability to engage in conversation with your customers, no matter what channel they use to contact you.
This customer service software differentiates itself from its competitors by its partnership with the TikTok API and its system based on artificial intelligence.
This functionality makes it possible to detect customer intentions, as well as their feelings, which allows dedicated teams to respond to their expectations at the right time and in a qualitative manner.
Mint Desk Service
This customer service app provides customers with completely personalized service.
Your employees will have access to numerous models to respond to requests while respecting the image of your company, as well as its voice.
Thanks to its LiveChat option, Mint Desk Service also offers customers the opportunity to chat with a member of your service in a simple and efficient way.
LiveAgent
Perfect for optimizing the productivity of your teams, LiveAgent allows you to respond to messages from all customers, regardless of the channel used.
You can also set auto-replies to serve as a basis for answering frequently asked questions.
LiveAgent differentiates itself from its competitors with its multilingual functionality.
Indeed, this solution includes 40 languages to best adapt to the needs of companies, whatever their field of activity and their size.
We hope this information about customer service software will help you make the best possible choice.
Up to you !