Stay (always!) in touch with your customers with these 16 customer service software packages
In an increasingly competitive world, where consumers have regained power over brands, companies are more than ever obliged to double their efforts to satisfy their customers' demands. Their very survival depends on it!
So it's out of the question to provide customer support in an ad hoc and approximate way. It's best to equip yourself with good customer service software, sometimes called helpdesk software.
But which one should you choose?
Thanks to our comparison of the 16 best tools on the market, you'll be able to find the rare gem that's perfectly suited to your needs and the structure of your organisation.
Crisp
Crisp is a 100% French multi-channel messaging platform designed to manage your customer relations.
Comprehensive and easy to use, it has already won over more than 400,000 businesses.
More specifically, Crisp offers a shared inbox that centralises messages from various channels:
- Messenger,
- SMS MESSAGES,
- Telegram,
- Twitter, etc.
It also lets you chat live with customers and prospects using Live Chat.
At the same time, the software incorporates a knowledge base, so that users can find answers to frequently asked questions themselves. The aim? To relieve your support teams.
But Crisp goes even further, as it also helps to foster engagement with a view to increasing your sales. It includes CRM and emailing functionalities.
Crisp
easiware
easiware is a 100% French all-in-one customer service platform.
It is aimed primarily at SMEs and ETIs, but also at public sector bodies looking for the best way to manage their relationships with users.
The aim of easiware? To make day-to-day life easier for teams who want to respond quickly and in an ultra-personalised way to their customers, across all channels:
- social networks,
- Live Chat,
- web forms,
- WhatsApp.
The solution even connects to e-reputation tools, such as Avis Vérifiés, to detect and respond to negative reviews.
What's more, the customer files included in the software are particularly comprehensive (loyalty profile, average basket, history of transactions, etc.). In this way, you can contextualise requests as effectively as possible and provide the most personalised responses possible. And always with the aim of improving the customer experience, you have access to tools for measuring satisfaction, monitoring NPS, and reporting.
Finally, you can count on excellent support from the publisher throughout your project. In particular, you'll benefit from a dedicated Customer Success Manager who will schedule regular meetings with you.
easiware
Freshdesk
Freshdesk, the essential omnichannel helpdesk software that has already won over more than 50,000 organisations worldwide, needs no introduction.
With a wealth of functions, it is suitable for companies of all sizes and in all sectors: commerce and e-commerce, industry, tourism, finance and banking, etc.
With Freshdesk, you can connect with your customers wherever they are:
- social networks
- telephone,
- chatbot, etc.
The tool automates numerous processes to speed up the completion of ticket handling tasks. For example, you can use guided resolutions to provide fast, effective responses.
You can also benefit from a complete customer context to speed up assistance and facilitate collaboration within the department.
Finally, Freshdesk offers self-service functionalities (chatbot, knowledge base, etc.). In this way, customers can access useful information themselves. Which frees up your bandwidth!
Freshdesk
Front
Front software is a customer relations centre designed to optimise and unify contact management.
It is designed for all types of organisation, from very small businesses to large groups and SMEs.
Front connects to your customers via a variety of communication channels:
- TEXT MESSAGES
- social networks,
- WhatsApp, etc.
Each conversation is contextualised to maximise the relevance of the responses provided.
The solution stands out in particular for its emphasis on collaboration. It :
- allows you to add comments to conversations
- includes a shared drafts function
- provides a shared inbox.
And thanks to the introduction of rules (based on templates, customised, etc.), you can automate workflows to save time and keep your customer service costs under control.
Gorgias
What's special about Gorgias? It is aimed specifically at e-tailers.
It takes into account the channels (in particular social networks such as Instagram and Facebook) and tools specific to this sector.
With Gorgias, turn your customer support into a profit centre! You can interact with web users before they visit your shop. Remove any disincentives to purchase by responding, for example, to their posts on social networks.
The solution also offers " multi-store ". Do you have several brands and/or online shops? Manage them centrally from a single interface.
Finally, the software has an interesting feature that allows you to detect customer sentiment. So you can adopt the right posture and launch the best actions to satisfy them.
Gorgias
Help Scout
More than 12,000 companies have already chosen Help Scout.
Its functional coverage, as well as the different packages on offer, make it a software package that can suit all organisations, whatever their size.
In terms of functionality, Help Scout has everything you need under the bonnet to support your customer service:
- live chat,
- shared inboxes
- knowledge base
- integrated messaging, etc.
And yet the platform remains very easy to use: it can be deployed rapidly within the organisation and its modern, intuitive interface makes it easy for agents to adopt.
You also have access to a comprehensive customer database that is easy to use and updated in real time.
But Help Scout is especially appreciated for its exclusive and advantageous pricing (in addition to the standard offers) aimed at :
- non-profit organisations working for environmental sustainability and social impact ;
- start-ups. Start-ups can take advantage of a discount for the first year.
Help Scout
HootSuite
Today, social networks are an essential component of any successful customer relationship.
That's why a tool like HootSuite has a rightful place in this comparison.
More specifically, it is a platform dedicated to social media management. Connected to over 35 social networks (Facebook, Instagram, YouTube, Google+, LinkedIn and Twitter, etc.), it :
- allows you to schedule your publications ;
- but also to ensure interaction with your community.
This way, you won't miss a single message, comment or mention of your brand, and you can respond accordingly.
What's more, the software integrates with CRMs such as Salesforce and Zendesk to transfer these messages to the appropriate department for processing.
HootSuite
HubSpot
HubSpot is undoubtedly one of the best-known CRMs on the market.
Suitable for SMEs and major accounts alike, it promises to facilitate contact management with a view to maximising business performance.
HubSpot offers a range of modules, including Service Hub, the ideal customer service tool for deepening your relationship with your customers through fast, personalised responses.
More specifically, it includes :
- omnichannel support, so you can maintain communication whatever channel you use;
- Live Chat to guide your customers through the site in real time.
At the same time, the solution automates the processing of requests as far as possible, so you can prioritise urgent problems. And thanks to the customer portal and knowledge base, problem resolution is simplified and visitors can find solutions on their own.
Special mention should be made of the personalised support video message function, which can be added to e-mails for individual, tailor-made assistance.
iAdvize
More than 2,000 companies worldwide have already adopted the iAdvize conversational platform.
This solution includes :
- an omnichannel messaging offering (SMS, Messenger, WhatsApp, Twitter, etc.),
- Live Commerce functionalities designed to enhance the online customer experience.
It also connects in-store sales staff with customers via a mobile application available on iOS or Android.
But iAdvize is also a powerful solution powered by AI that enhances conversational experiences. This means you benefit from powerful tools, such as predictive engagement (based in particular on visitor behaviour), to boost conversions.
Finally, the software stands out in one particular respect: it lets you call on independent experts to answer your customers' questions. This means you don't have to hire or train more staff if you lack in-house resources.
iAdvize
Jira Service Management
We couldn't forget Jira Service Management in this comparison, as this ITSM is so perfectly aligned with the specific needs of IT departments.
Developed by Atlassian, it supports IT teams with a ticketing system for managing customer requests, incidents, problems and so on.
Unlike some ITSM solutions, Jira Service Management is accessible to everyone, even non-technical profiles. Anyone can configure a service centre.
With this software, information from development tools is unified and contextualised within a single interface. It therefore helps to streamline collaboration and speed up the resolution of requests.
The platform also enables the generation of no code/low code forms that can be used by :
- customers, to process their requests
- agents, who can use them as checklists to process tickets.
The icing on the cake: take advantage of a free version (for 3 agents) and familiarise yourself with the solution before putting your hand in the wallet.
JIRA Service Management
LiveAgent
LiveAgent contact centre software enables teams to speed up the process of resolving customer issues.
It is particularly effective when you have 10 agents or more, and even for large organisations. It is also suitable for all sectors (services, retail, education, software publishers, etc.).
With LiveAgent, create a multi-channel contact centre and provide your customers with the most seamless experience possible:
- mail,
- live chat
- telephone
- video calls,
- self-service customer portals
- social networks,
- Messenger-type messaging applications, etc.
The software also supports lead conversion. In fact, it is capable of identifying web users who visit your pages so that you can contact them by chat and answer their questions in real time... with the aim of turning them into customers!
As well as this, it has CRM functions: centralise all your customer data, segment it and send them personalised emails to support your marketing and sales actions.
LiveAgent
LiveChat
LiveChat is customisable live chat software that can be integrated directly into your website.
What does it promise? Based on the principle that most problems can be solved quickly, it makes you more responsive to your customers' expectations and queries.
In terms of functionality, the tool includes everything you need to provide relevant, targeted answers, while saving your agents precious time:
- message preview
- standardised responses
- discussion tags,
- enriched messages,
- targeted messages
- routing rules, etc.
With the web application, you can guarantee better follow-up because you have all the information you need about the user, such as their name, location, email address, etc.
LiveChat
Mobile Service Cloud
The Mobile Service Cloud omnichannel solution, designed for VSEs and SMEs, optimises interactions with your customers and encourages conversion across all conversational channels.
Simple to use, it allows you to communicate with your customers via a multitude of channels from a single dashboard, without having to change the interface:
- Live Chat,
- SMS,
- Facebook Messenger
- WhatsApp,
- RCS,
- Instagram, etc.
And with ChatBot functionality, you can automate certain responses and be available 24/7 for your customers.
At the same time, Mobile Service Cloud encourages collaboration between your teams: conversations are automatically assigned to the right agent thanks to a smart routing system. Exchanges with your external partners, such as your suppliers and carriers, are centralised in the same space.
Finally, to increase efficiency and provide simple access to all your customer data, the platform can be connected to your own systems, such as your ERP, CRM and other e-commerce software (Shopify, Magento, etc.).
Salesforce Service Cloud
Salesforce, the famous CRM, needs no introduction.
Well, the publisher has also rolled out a customer service software package that's just as comprehensive and powerful: Service Cloud.
To interact with your customers, the solution supports multiple channels, including :
- telephone integration
- chatbot powered by artificial intelligence.
And to make your responses more relevant, the :
- Provides agents with a single, centralised view of each customer;
- automates workflows and approval processes so that only the most appropriate employees handle the request.
To assist customers at all times, without taking up too much of your teams' bandwidth, deploy a knowledge base, FAQs, customer areas and forums.
And don't forget: Salesforce Service Cloud also takes care of services provided in the field. You can manage your interventions from the software: scheduling, request management, access to information to guide you through the tasks to be carried out, etc.
Service Cloud
Zendesk
Along with Freshdesk, Zendesk is the other must-have name that comes up whenever helpdesk software is mentioned.
But the solution presents itself above all as an omnichannel customer service CRM platform. In other words, the software goes further than just managing tickets, supporting sales activity in particular.
Zendesk is a suite of 7 tools, each with a variety of functions, designed to optimise your customer relations and sales activities:
- support (email)
- chat,
- guide,
- talk (voice),
- gather (community),
- explore,
- sale (sales department).
With routing and analysis, you can automate the allocation of tickets, so that each request is allocated to the most qualified agent. And thanks to the Zendesk Sunshine tool, you can take advantage of perfect customer knowledge (data centralisation) and address customer needs more precisely.
Finally, the software can be customised in a number of ways. The result: you operate via a perfectly adapted and agile agent space.
Zendesk
Zoho Desk
Zoho Desk is the helpdesk component of the famous Zoho suite.
Comprehensive and multi-channel, the software is suitable for companies of all sizes and in all vertical markets.
With more than 50,000 companies around the world relying on it, you can be sure you're getting the best value for money.
Zoho Desk's strong point? Customisation. You can create your own in-house applications (via SDKs) to address your complex and specific needs.
What's more, the software automates the follow-up and problem resolution processes as far as possible, saving valuable time for both customer and agent. Thanks to Blueprint, you can become more efficient in these processes and avoid bottlenecks.
And of course, Zoho Desk connects seamlessly to the entire Zoho suite (Zoho CRM, Zoho Finance, Zoho Workplace, Zoho People Plus, etc.), as well as to other tools such as Salesforce, Trello, Jira and Slack. This unified environment ensures that your day-to-day activities run smoothly.
Zoho Desk
What are the benefits of customer service software?
Organisations of all sizes are increasingly opting for dedicated customer service solutions. It has to be said that these solutions offer a whole host of advantages.
Firstly, from a strictly operational point of view, they make it possible to gain in efficiency and time in these operations:
- automation of workflows
- unification of customer information
- features that encourage collaboration,
- generation of customised reports to analyse your performance, etc.
Of course, the benefits are also felt by customers. This software :
- improve the fluidity and efficiency of communication, regardless of the channels used;
- speed up response times and increase agents' responsiveness to problems;
- contextualise each case with the aim of providing a targeted and relevant response.
In short, quality customer service is a powerful way of building customer loyalty... and in the end, it's reflected in your sales!
How do you choose your customer service software?
The essential features
To choose the platform that's right for you, start by focusing on the features you need.
These include
- multi-channel management and communication (email, telephone, social networks, chat, etc.) ;
- automating and optimising the process of handling requests and tickets;
- centralisation of customer data and interactions with your brand;
- self-service functionalities, so that consumers can find answers to their questions on their own;
- collaborative features, to streamline processes between agents;
- reporting and analysis, to improve your performance.
It's up to you to examine in detail the functional coverage offered to find the one that best suits your business.
Other criteria to consider
But beyond the functionalities, there are other criteria you need to observe at the same time to ensure perfect alignment between the software and your organisation's configuration.
These include:
- 💵 B udget. Every company is constrained by its own financial resources. Don't take the risk of going into the red! Take a close look at the various pricing packages and their components (number of authorised agents, for example) to ensure you get the best possible return on your investment. Note, however, that some platforms offer free versions... albeit limited.
- 🧘 Ease of use and familiarity. To encourage your agents to adopt the solution, it needs to be easy to use and have an intuitive interface. The same goes for simplicity of deployment, even though a lot of customer service software is now hosted in SaaS mode, eliminating the need for in-house technical skills.
- 🤝 Support from the publisher. Although we often hear that the shoemaker is the worst shod, we obviously expect the support offered by helpdesk software to be of a high standard. This applies to customer service, which must be responsive and attentive to your needs. Companies will also appreciate the publisher's support during the deployment phase, via dedicated Customer Success Managers to help you set up your project, for example, or the resources and training offered to help you improve your skills in using the tool.
Find the perfect customer service software for you!
Now you know more about customer service software. All that's left is to make your choice by comparing the features included and the channels supported.
As you will have realised, opting for the right platform involves questioning your current needs, but also anticipating your future constraints. With this advice in hand, it's up to you!
Article translated from French
Currently Editorial Manager, Jennifer Montérémal joined the Appvizer team in 2019. Since then, she's been putting her expertise in web copywriting, copywriting and SEO optimisation to work for the company, with her sights set on reader satisfaction 😀 !
A medievalist by training, Jennifer took a short break from fortified castles and other manuscripts to discover her passion for content marketing. She took away from her studies the skills expected of a good copywriter: understanding and analysing the subject, conveying the information, with a real mastery of the pen (without systematically resorting to a certain AI 🤫).
An anecdote about Jennifer? She stood out at Appvizer for her karaoke skills and her boundless knowledge of musical dreck 🎤.