Stay (always!) in touch with your customers with these 16 customer service software programs
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!
For this reason, it's out of the question to provide customer support by hand. It's best to equip yourself with good customer service software, sometimes called helpdesk software.
But which one to choose?
Our comparison of the 16 best tools on the market will help you find the one that's right for you and your organization.
Crisp
Crisp is a 100% French multi-channel messaging platform designed to manage your customer relationships.
Comprehensive and easy to use, it has already won over more than 400,000 companies.
More concretely, Crisp offers a shared inbox that centralizes messages from various channels:
- Messenger,
- email,
- SMS MESSAGES,
- Telegram,
- Twitter, etc.
It also enables live chat with customers and prospects.
At the same time, the software integrates a knowledge base, so that users can find their own answers to recurring questions. The aim? Offload 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 bodies wishing to manage their customer relations more effectively.
The aim of easiware? To make daily life easier for teams who want to respond quickly and ultra-personally to their customers, across all channels:
- email,
- 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 software's customer files are particularly comprehensive (loyalty profile, average basket, history of exchanges, etc.). In this way, you can contextualize requests and provide the most personalized responses possible. And always with the aim of improving the customer experience, access satisfaction measurement tools, NPS tracking and reporting.
Last but not least, you can count on excellent support from the editor, 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 organizations worldwide, needs no introduction.
This feature-rich software is ideal 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:
- e-mail,
- social networks,
- phone,
- 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, efficient answers.
You can also benefit from a complete customer context to speed up support 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!
Front
Front software is a customer relations center designed to optimize and unify contact management.
It is designed for all types of organization, from small businesses to large groups and SMEs.
Front connects to your customers via various communication channels:
- e-mail,
- SMS,
- social networks,
- WhatsApp, etc.
Each conversation is contextualized to maximize the relevance of responses.
The solution stands out for its focus on collaboration. It :
- allows comments to be added to conversations;
- integrates a shared draft function;
- provides a shared inbox.
And thanks to the introduction of rules (template-based, customized, etc.), you can automate workflows to save time and keep your customer service costs under control.
Gorgias
What's special about Gorgias? It's aimed specifically at e-tailers.
It takes into account the channels (in particular social networks like Instagram and Facebook) and tools specific to this sector.
Turn your customer support into a profit center with Gorgias! You can interact with web users before they visit your store. Remove any disincentives to purchase by responding, for example, to their posts on social networks.
The solution also offers " multi-store ". Do you own several brands and/or online stores? Manage them centrally from a single interface.
Last but not least, the software features an interesting function for detecting customer sentiment. So you can adopt the right posture and launch the best actions to satisfy them.
Gorgias
Help Scout
Over 12,000 companies have already chosen Help Scout.
Its functional coverage, and the different packages on offer, make it a software package that can suit all structures, whatever their size.
In terms of features, Help Scout has everything you need under the hood 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 organization, and its modern, intuitive interface makes it easy for agents to adopt.
What's more, you get a comprehensive customer database that's easy to use and updated in real time.
But Help Scout is especially appreciated for its exclusive and advantageous pricing (in addition to standard offers) aimed at :
- non-profit organizations working for environmental sustainability and social impact ;
- start-ups. The latter 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 precisely, it's 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, transferring 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 large accounts alike, it promises to facilitate contact management to maximize sales performance.
HubSpot offers a range of modules, including Service Hub, the ideal customer service tool for deepening your customer relationships through fast, personalized responses.
More specifically, it includes :
- omnichannel support, so you can maintain communication whatever the medium;
- Live Chat to guide your customers through the site in real time.
At the same time, the solution automates request processing as far as possible, so you can prioritize urgent issues. 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 personalized support video messages feature, which can be added to e-mails for individual, tailor-made support.
iAdvize
More than 2,000 companies worldwide have already adopted the iAdvize conversational platform.
This solution includes :
- omnichannel messaging (SMS, Messenger, WhatsApp, Twitter, etc.),
- Live Commerce functionalities designed to enrich the online customer experience.
It also connects in-store salespeople with customers via a mobile app available on iOS or Android.
But iAdvize is also a powerful AI-powered solution that enhances conversational experiences. As a result, you benefit from powerful tools, such as predictive engagement (based in particular on visitor behaviors), with the aim of boosting conversions.
Finally, the software stands out in one particular respect: it lets you call in independent experts to answer your customers' questions. This means you don't need to hire or train more staff if you're short of in-house resources.
iAdvize
Jira Service Management
We couldn't forget Jira Service Management in this comparison, so perfectly aligned is this ITSM to the specific needs of IT departments.
Developed by Atlassian, it supports IT teams with a ticketing system for managing customer requests, incidents, problems and more.
Unlike some ITSM solutions, Jira Service Management is accessible to everyone, even non-technical profiles. Anyone can configure a service center.
With this software, information from development tools is unified and contextualized within a single interface. As a result, it helps to streamline collaboration and speed up the resolution of requests.
In addition, the platform enables the generation of no code/low code forms for :
- customers, to process their requests ;
- agents, who use them as checklists to process tickets.
The icing on the cake: take advantage of a free version (for 3 agents) and familiarize yourself with the solution before putting your hand in the wallet.
JIRA Service Management
LiveAgent
LiveAgent contact center 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 organizations. It is also suitable for all sectors (services, retail, education, software publishers, etc.).
With LiveAgent, create a multi-channel contact center 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 can identify 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!
In addition, it offers CRM functionalities: centralize all your customer data, segment them and send them personalized e-mails to support your marketing and sales actions.
LiveAgent
LiveChat
LiveChat is a customizable live chat software that can be integrated directly into your website.
Its promise? Based on the principle that most problems can be solved quickly, it makes you more responsive to your customers' questions and expectations.
In terms of functionality, the tool includes everything you need to provide relevant, targeted answers, while saving agents precious time:
- message preview,
- standardized responses,
- discussion tags,
- enriched messages,
- targeted messages,
- routing rules, etc.
With the web application, you can guarantee better follow-up, since you have all the information you need about the user, such as name, location, email address, etc., at your fingertips.
LiveChat
Mobile Service Cloud
The Mobile Service Cloud omnichannel solution for small and medium-sized businesses optimizes interactions with your customers, and promotes 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, automate certain responses and be available 24/7 for your customers.
At the same time, Mobile Service Cloud promotes collaboration between your teams: conversations are automatically assigned to the right agent thanks to a smart routing system. Exchanges with external partners, such as suppliers and carriers, are centralized in the same space.
Finally, to increase efficiency and provide simple access to all customer data, the platform connects to your own systems, such as 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 complete and powerful: Service Cloud.
To interact with your customers, the solution supports multiple channels, including :
- telephone integration,
- chatbot powered by artificial intelligence.
Also, to make your responses more relevant, the :
- provides agents with a single, centralized view of each customer;
- automates workflows and approval processes, so that only the most appropriate employees handle the request.
Deploy a knowledge base, FAQs, customer areas and forums to support customers at all times, without taking up too much of your teams' bandwidth.
Salesforce Service Cloud also takes care of field services. This means you can manage your interventions from within the software: scheduling, request management, access to information to guide you through the tasks at hand, etc.
Service Cloud
Zendesk
Along with Freshdesk, Zendesk is the other must-have name for helpdesk software.
However, the solution is best described as an omnichannel CRM platform for customer service. 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 functionalities, designed to optimize 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 assigned to the most qualified agent. And thanks to the Zendesk Sunshine tool, take advantage of perfect customer knowledge (data centralization) and address their needs more precisely.
Finally, the software can be customized in a number of ways. As a result, you can operate via a perfectly adapted and agile agent space.
Zoho Desk
Zoho Desk is the helpdesk component of the renowned Zoho suite.
Comprehensive and multi-channel, the software adapts to companies of all sizes and vertical markets.
With more than 50,000 companies worldwide relying on Zoho Desk, you can count on a sure bet.
Zoho Desk's strong point? Customization. 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-solving processes to the maximum, 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
The benefits of customer service software
Organizations of all sizes are increasingly opting for dedicated customer service solutions. It has to be said that these solutions offer their share of advantages.
From a strictly operational point of view, they help to save time and increase efficiency:
- automation of workflows,
- unification of customer information,
- collaborative features,
- customized reports for performance analysis, etc.
Of course, the benefits are also felt on the customer side. This software :
- streamline and improve communication, regardless of the channels used;
- speed up response times and increase agents' responsiveness to problems;
- contextualize each case with the aim of providing a targeted, relevant response.
In short, quality customer service is a powerful driver of customer loyalty... and your bottom line!
How to choose your customer service software
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 (e-mail, telephone, social networks, chat, etc.) ;
- automation and optimization of request and ticket handling processes;
- centralized customer data and interactions with your brand;
- self-service functionalities, so that customers can find answers to their questions on their own;
- collaborative functionalities, 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 functionalities, there are other criteria to observe in parallel to ensure perfect alignment between the software and your organization's configuration.
These include:
- 💵 B udget. Every company is constrained by its own financial means. Don't risk going into the red! Take a close look at the various pricing packages and their components (number of authorized agents, for example) to ensure the best possible return on investment. Note, however, that some platforms offer free versions... albeit limited.
- 🧘 To ease of use and familiarity. To encourage your agents to adopt the solution, it needs to be easy to use, with an intuitive interface. The same goes for simplicity of deployment, even though many customer service software solutions are now hosted in SaaS mode, eliminating the need for in-house technical skills.
- 🤝 Support from the publisher. Even if we often hear that the shoemaker is the worst-shod, we obviously expect the support offered by helpdesk software to be top-notch. This applies to customer service, which must be responsive and attentive to your needs. Companies will also appreciate support from the vendor during the deployment phase, via dedicated Customer Success Managers to help you set up your project, for example, or the provision of resources and training to help you increase your skills in using the tool.
Find the perfect customer service software for you!
Now you know more about customer service software. Now all you have to do is make your choice, comparing the features included and the channels supported.
As you can see, opting for the right platform means questioning your current needs, but also anticipating your future constraints. Armed⸱e with this advice, 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 optimization to work for the company, with her sights set on reader satisfaction 😀 !
Trained as a medievalist, Jennifer took a break from castles and manuscripts to discover her passion for content marketing. She took away from her studies the skills expected of a good copywriter: understanding and analyzing the subject, rendering the information, with a real mastery of the pen (without systematically resorting to a certain AI 🤫).
An anecdote about Jennifer? She distinguished herself at Appvizer with her karaoke skills and boundless knowledge of musical nanars 🎤.