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Customer Service Software

Customer service software is a Customer Relationship and Sales tool designed to manage your organization's Customer Relationship activities. Similar to an extension of the sales department, these tools centralise the omnichannel requests of customers (emails, chats, social networks, etc.) and facilitate their processing.

Customer Service : related categories

Our selection of 34 customer service software

Desk Manager

Efficient IT Service Management Solutions

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4.9
Based on 71 reviews
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Streamline your customer service with efficient ticket management, automated workflows and easy collaboration tools.

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Desk Manager's ticket management system saves time by automating repetitive tasks, while its collaboration features allow teams to work together seamlessly. With customisable workflows, you can tailor the software to your specific needs.

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AlphaBlues

AI Chatbot Solutions for Enhanced Customer Engagement

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AI-powered customer service software that automates responses, reducing response time and increasing efficiency.

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AlphaBlues uses machine learning to understand customer queries, providing personalized responses and routing complex issues to human agents. Its analytics provide insights to optimize customer service.

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Apple Business Chat

Messenger for Customer Support

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5.0
Based on 1 reviews
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Pricing on request

Enhance customer service by engaging in real-time conversations with customers through a messaging platform.

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Apple Business Chat provides a messaging platform that allows businesses to communicate with customers in real-time, providing an efficient and personalised customer service experience. Customers can initiate conversations from their Apple devices and businesses can easily manage multiple conversations through a single interface.

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BMC Remedy

Optimise IT Service Management Solutions

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Streamline customer service with comprehensive software that increases productivity and efficiency.

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From ticket management to self-service options, this software offers a range of features that simplify customer service. With customisable workflows and automated processes, teams can focus on providing excellent support.

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Front

Effective Team Communication for Seamless Collaboration

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Front is a groundbreaking team collaboration software that streamlines workplace communication and enhances productivity.

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Designed for businesses of all sizes, it offers intuitive email management, real-time collaboration, and powerful integration capabilities, distinguishing itself from traditional tools.

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Prolong

Boost Productivity with Smart Time Management Software

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Prolong is a versatile time management solution designed for busy professionals and businesses.

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Enhance your workflow with its intuitive scheduling tool, task automation features, and comprehensive report generation capabilities that distinguish it from other software in the market.

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Muchbetter.ai

The most immersive platform for sales ramp-up

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Pricing on request

Simulations with AI-generated clients for a much better training experience and higher sales outcomes.

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Bridge the gap between top performers and others Drive team performance and save time as a manager Boost team competencies at each step of the sales process 100% customized to your environment (Selling process, selling situations, personas...

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Tolk.ai

Innovative AI Chatbot Platform for Enhanced Communication

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Tolk.ai is a cutting-edge AI-driven chatbot platform designed to revolutionise customer interactions.

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Perfect for businesses aiming to streamline communication, it offers advanced natural language processing, seamless integration capabilities, and real-time analytics, making it a standout choice in the industry.What are the main features of Tolk.ai?Advanced Natural Language ProcessingWith Tolk.

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Custify

Enhance Customer Success with Leading CRM Software

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Custify is designed for customer success teams aiming to optimize client engagement and retention.

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This powerful CRM solution provides deep insights through data analytics, streamlined workflows, and proactive customer management, setting it apart in the fiercely competitive market.

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Startdeliver

Streamline Customer Success with Startdeliver

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Startdeliver is the ultimate tool for businesses aiming to enhance customer success management.

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Designed for customer success teams, it offers seamless integrations, proactive account monitoring, and insightful analytics to stay ahead of client needs and outperform competitors.

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Goodays

Unlock Customer Satisfaction Excellence

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Goodays is a comprehensive software solution designed to enhance customer satisfaction management.

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Ideal for businesses focused on improving client experiences, Goodays offers *real-time feedback analysis*, *intuitive issue resolution*, and *innovative customer engagement* tools that stand out from the competition.

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Deskpro

Multichannel Support Solution for Efficient Help Desks

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Deskpro is an adaptable help desk software designed for businesses targeting improved customer support operations.

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It offers multichannel support, advanced ticket management, and insightful analytics to outpace competitors, making it ideal for enterprises seeking streamlined customer service management.

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Akita

Streamlined Project Management for Teams

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Akita is a versatile project management tool designed to streamline workflows for small to medium-sized teams.

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With features like task automation, intuitive collaboration, and real-time progress tracking, Akita empowers teams to achieve their goals efficiently while enhancing productivity.

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ConnectWise Control

Efficient IT Support and Remote Access Software

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4.4
Based on +200 reviews
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Streamline your customer service with a powerful SaaS software that allows remote desktop control, file transfer, and multi-monitor support.

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With this software, you can easily troubleshoot customer issues from afar, provide training and support, and collaborate with team members in real-time. Its secure and reliable platform ensures that your data and communications are protected, and its customizable branding options allow you to create a seamless experience for your customers.

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Customer Support Suite

Revolutionise Your Customer Support Experience

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Streamline customer service with our software. Manage customer inquiries, automate responses, and track performance all in one place.

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Our Customer Support Suite offers a comprehensive solution for businesses looking to enhance their customer service. With our software, you can efficiently manage all customer inquiries, automate responses to common questions, and track your team's performance. Say goodbye to scattered customer data and hello to a streamlined, efficient customer service process.

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Customer Service software: purchase guide

What is customer service software?

Definition

Customer service software refers to relationship management solutions that facilitate interactions with customers and prospects to improve their satisfaction and loyalty.

Customer service software centralises customers' omnichannel requests (email, chatbot, phone, SMS, mobile application, video conferencing, social networks) and allows you to address them from an online interface. The latter usually includes:

  • Requests for information or advice on a product or service via live chat or messaging
  • Messages left on community spaces
  • Options for customer support connect with customers to help solve a problem
  • Tools to manage comments and reviews online

How does it work?

Customer service software work in four steps. First, it allows customers to contact customer service as follows:

  • Send an email to a contact address
  • Complete an online contact form, add attachments
  • Send a message on a live chat
  • Post a message on social networks

Internally, each message is the subject of a support ticket and is assigned to the right person based on pre-established business rules, which can automatically sort requests. These could be useful to:

  • Categorise a request based on answers to a contact form
  • Send messages from social media directly to the community manager
  • Provide suggestions and preliminary answers through a chatbot

Support staff are given a user account that allows them to manage tickets in real-time. They can answer messages individually, such as:

  • Requests for information before choosing a product or service
  • Help requests regarding the use of a product
  • Technical problem reports, which can be forwarded to technical assistance
  • Messages left on social networks (comments, opinions, etc.)

The customer is automatically notified of the response to his request.

After the interaction, an automatic message can be sent to invite the customer to share their user experience and rate the quality of the interaction.

Hotlines follow the same pattern: the customer contacts customer service, answers questions from the voice server, interact with an agent and is sent a follow-up satisfaction survey.

These SaaS solutions allow you to manage your company's customer service via a browser or a mobile application.

What are the main features of customer service software?

Online support tools

Customer service tools allow you to multiply the touch-points with your customers: contact forms, chats, widgets (Web and mobile), etc. Each message is assigned to the right person based on the ticket allocation rules you have defined. The sender receives an acknowledgement of receipt.

Internally, the tool works according to the same principle as a task manager. The interface help agents track the tickets they were assigned to and the associated deadline. Through this dashboard, they can:

  • Respond to multi-channel messages from their newsfeed
  • Transfer the ticket to the after-sales service in the event of a technical problem
  • Create subtasks and assign them to relevant agents
  • Use a search engine easily find customer files easily
  • Assign different priority levels to customer files and requests

An internal chat allows agents to communicate and collaborate with other team members from the same or other departments.

The customer is automatically notified of the response to his request.

The same principle applies to call centres:

  • The customer answers questions from a vocal server (allocation rules)
  • He enters into a relationship with an agent
  • The call can be transferred to other agents
  • A ticket can be issued and transferred to customer support

A dashboard and performance reports measure KPIs such as the number of customer interactions, customer satisfaction, and service quality.

Feedback collection 

Automatic emails can be sent to customers to collect feedback, including:

  • Scores and opinions on the products they have just purchased
  • Satisfaction surveys after an exchange with customer service or support

Customers are also invited to share their experience (notes and opinions) online on the company's website, a comparator, social media, etc.

The customer portal

Dedicated portals allow customers to be created so users can search for answers to their requests themselves.

A community space allows customers to share their user experience on certain products, share tips and tricks, discuss themes related to the organization's activity, and more.

Q&A sections can help customers find the answers to the most commonly asked questions.

To interact with your company, customers can use:

  • A live chat
  • A module for opening and tracking tickets

A web widget inserted in the company's website allows customers and prospects to enter requests and be redirected to related articles.

More recently, chatbots with artificial intelligence can interact with customers more organically.

Integration with internal CRM software

The customer service tool automatically logs all interactions (tickets, exchanges: call, email, etc.) in your CRM.

This facilitates collaboration and productivity for customer service, support and sales teams.

Why should you use customer service software?

Customer service tools can improve the overall experience, and therefore loyalty. However, they have some disadvantages.

Advantages

  • Measurement of customer satisfaction and definition of areas for improvement
  • Improvement in the quality of customer service: the added feeling of proximity can be a source of brand loyalty and attachment
  • Inspiring interactions can be collected: feedback can be used in R&D
  • SaaS are evolutive software that constantly adapts to new customer expectations
  • Centralization of interactions and history
  • Non-intrusive and on-demand approach for the client

Disadvantages

  • Attribution rules (questions and suggested answers) may be poorly perceived by clients seeking an individualised experience
  • The use of bots is a double-edged sword: if the client requests complex information, the bot could fail to deliver relevant answers

The Best SaaS Customer Service Software

Customer Service softwares: Q&A

How does a customer service software work?

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A customer service software helps businesses manage customer interactions across multiple channels such as email, phone, chat, and social media. It allows agents to create and track tickets, manage customer profiles, and quickly access customer history. Additionally, it can automate repetitive tasks like ticket routing and response templates to improve efficiency.

What features should I look for when looking for customer service software?

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The features you should look for in customer service software include a ticketing system, a knowledge base, live chat, social media integration, reporting and analytics, automation, and multi-channel support. Other important features to consider are integrations with other business tools, customisation options, and mobile accessibility.

What are the benefits of customer service for my company?

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Investing in customer service software can benefit your company in several ways. It can improve customer satisfaction by providing quick and efficient support, increase customer retention and loyalty, and reduce customer churn. It can also streamline communication between agents and departments, improve team collaboration, and provide valuable data for business decisions.

What are the best customer service software options?

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The best customer service software options in the UK market include Zendesk, Freshdesk, Salesforce Service Cloud, Zoho Desk, and Intercom. Each one has its own unique features and pricing plans, so it's important to evaluate your business needs and budget before making a decision.

What are the free customer service software alternatives I could try?

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Some free customer service software alternatives include Freshdesk's free plan, Zoho Desk's free plan, and HubSpot's free service hub. While these options may have limited features, they are a great way to get started with managing customer support without investing any money upfront.