In today’s competitive business landscape, providing exceptional customer service is crucial for success. With exemplary customer service apps, you can streamline your support process, enhance customer engagement, and drive satisfaction. This article will explore nine customer service apps that can help your business thrive.
AppLab Picks: Customer Service Apps
Acquire (US, 2018)
Acquire is a multi-channel customer support platform that provides live chat, chatbots, video calls, and co-browsing features. It helps businesses deliver personalized and efficient customer service experiences across various communication channels.
Live Agent (Slovakia, 2007)
Live Agent is an all-in-one helpdesk software that combines live chat, email, phone, and social media support. It offers a user-friendly interface, advanced automation features, and customizable support ticket management.
Zoho Desk (India, 2011)
Zoho Desk is a context-aware helpdesk software designed to streamline customer support operations. It offers ticket management, automation, reporting, and knowledge base creation, all integrated with the Zoho suite of business applications.
Help Scout (US, 2011)
Help Scout is a customer support tool that provides a personalized, human touch to customer interactions. It offers email management, live chat, a knowledge base, and collaboration tools to help teams deliver exceptional support experiences.
Front (US, 2013)
Front is a collaborative email platform that brings customer communication channels into a shared inbox, including email, chat, and social media. It enables teams to efficiently manage, prioritize, and respond to customer inquiries on time.
Zendesk (Denmark, 2007)
Zendesk is a popular customer service software that offers a comprehensive suite of tools, including support ticket management, live chat, phone support, and self-service options. As a result, it helps businesses deliver seamless customer experiences across multiple channels.
Freshdesk (India, 2011)
Offering a different approach, Freshdesk is a customer support app that provides various features, including multi-channel support, ticket management, automation, and collaboration tools. Consequently, it assists businesses in efficiently managing customer inquiries and streamlining their support processes.
Intercom (Ireland, 2011)
Intercom is a customer messaging platform that combines live chat, chatbots, and targeted messaging to engage and support customers throughout their journey. This platform offers a personalized, conversational approach to customer service, ultimately enabling businesses to build stronger relationships with their audience.
Drift (US, 2014)
Drift is a conversational marketing and sales platform that uses chatbots and live chat to engage customers in real-time. It helps businesses generate leads, provide instant support, and nurture customer relationships through personalized interactions.
Tips for Delivering Excellent Customer Service
Firstly, respond quickly and be available: Customers appreciate fast and efficient service. With features like live chat and chatbots in apps like Acquire and Zendesk, businesses can provide real-time customer assistance, even outside regular business hours.
Secondly, personalize the customer experience: Make customers feel valued and heard by using their names, referring to previous interactions, and offering personalized recommendations. The ticket management and CRM features in apps like Zoho Desk allow businesses to track customer history and provide customized support.
Additionally, empathize and actively listen: Show empathy by acknowledging the customer’s problem, apologizing for any inconvenience, and listening to their concerns. Help Scout and Front offer collaboration tools that enable teams to work together to solve customer problems and provide better support.
Moreover, be knowledgeable and informative: Customers expect customer service representatives to have in-depth knowledge of their product or service. Use the knowledge base feature in apps like Freshdesk and Help Scout to provide detailed information and resources to customers.
Furthermore, provide prescient support: Anticipate customer needs by offering proactive support and solutions. Use automation features in apps like Zendesk and Freshdesk to send automated emails or notifications when there is an issue with a customer’s order or to provide updates on a support request.
Lastly, follow up and ask for feedback: Follow up with customers after their issue has been resolved to ensure their satisfaction and ask for feedback. The analytics and reporting tools in apps like Zoho Desk and Zendesk can help businesses track customer satisfaction levels and identify areas for improvement.
By incorporating these time-honored tips and utilizing the features of customer service apps like Acquire, Live Agent, Zoho Desk, Help Scout, Front, Zendesk, and Freshdesk, businesses can deliver excellent customer service and build lasting customer relationships.
Terms to Know
Helpdesk: A software system designed to manage customer inquiries and support requests.
Ticket management: The process of tracking and prioritizing customer support requests.
Chatbot: An automated messaging system that can help customers with common questions and tasks.
Knowledge base: The collection of articles, FAQs, and other resources that can help customers find answers to their questions.
Automation: Using technology to automate repetitive customer service tasks, such as sending confirmation emails or generating support tickets.
Multi-channel support: Managing customer inquiries from various channels, including email, social media, phone, and chat.
Collaboration tools: Features that allow customer service teams to work together on support inquiries, such as internal notes and team assignments.
Analytics: Tools that help businesses track customer satisfaction levels, team performance, and other key metrics.
Mobile app: An app that allows customer service teams to manage support inquiries while on the go.
Integrations: The ability to connect with other software systems, such as CRMs, e-commerce platforms, and marketing automation tools.