Providing customer service to your clients is an important part of managing your business, and there are tools to help make that process more effective and efficient.
In a report from Microsoft, surveyors found that on average 97% of global customers say customer service is a key differentiator in their decisions to use a company. And that number continues to grow—almost 60% of consumers said they have higher expectations for customer service now than they had a year ago.
Customer service tools are programs that provide assistance or advice to people who buy or use their products or services. Typically, customer service software will use a centralized system for workers to track, manage and respond to customer inquiries.
There are many different types of customer service software features, including live chat, phone support, email, knowledge bases, messaging, video chats or mobile messaging. These programs can offer quicker, reliable and more personalized responses to customer inquiries.
As a business grows, it’s also important to adopt new tools to lend a helping hand in these responses. This allows businesses to provide customers with all the tools they’ll need in order to make informed decisions about their purchases.
At the CPIA, we understand it is important to engage with customers at every stage of a project to properly manage expectations and create a great experience. In this list, you’ll find a collection of what we believe are the top 10 customer service tools to consider implementing in your business:
OUR TOP 10
With Olark, a tool dedicated to managing live chat functions, users are able to customize the chat box to match the company brand and access chat transcripts to provide the best follow-up help needed. Olark is also able to integrate with other platforms, offering a holistic solution for service providers. Base pricing starts at $29 per month, but a more expansive plan is available upon request.
Help Scout’s focus is on internal collaboration. With a shared inbox that allows team members to work together to answer customer questions quickly and accurately, this app helps service providers find the customer service method that best fits their audience. A free trial is available, and subsequent cost varies, depending on the service needed and preferred payment method.
Sprout Social offers modern services by combining sales, support, social media monitoring and marketing. By tapping into all channels that modern-day customers use, this app allows service providers to better understand their audience and to respond to existing customers in an efficient way. A free trial is available, with long-term cost varying depending on the type of service needed and the method of preferred payment.
Zendesk works both externally and internally, by utilizing software that can be tailored to each customer and creating a platform for the service team to use to easily interact with each other. Zendesk increases customer support with easy-to-use chat channels and internal information sharing that allows providers to formulate a fast, accurate response. Pricing varies according to need and industry, whether the user is in service or sales.
Recurly supports the customer through the entire subscriber lifecycle by automating billing and payments and plan management. The subscription platform can be easily adjusted to fit exactly what the customer needs, which helps retain long-term subscriptions. Pricing varies according to need.
Designed in conjunction with Google Workspace, Hiver enhances the Google Office programs with customer service features, which include analytics and service-level agreements. With its easy integration, Hiver allows for faster, more personal customer support with reporting and automated workflows to ensure that the best service is being provided. Pricing varies from $15 per user per month to $59 per user per month.
MailChimp allows businesses to create and send a variety of forms, from newsletters to event invitations. Each delivered email can be personalized, automated and tracked, so that current customers are reminded of their next steps and former customers can be more easily reengaged. Pricing varies, from a free, limited version to monthly payments based on the services needed.
By utilizing an open forum set up, Vanilla allows customers to chat with each other, as well as with the service provider, to discuss various problems, thoughts and solutions. This platform is an easy way to share knowledge and create connections, while also fostering a community between the customer and provider. Free versions are available, but paid plans are adjusted according to need. Interested users can speak with a sales representative to install a full payment plan and account.
Hubspot Service Hub offers a shared inbox for one-on-one communications with customers, including automation to route messages to proper channels for increased productivity. Bots can also provide instant responses to frequently asked questions. The price is free for small- to medium-sized businesses, with enterprise plans available for larger teams.
For companies utilizing live chat, LiveAgent improves live chat service delivery with features like real-time typing view, website monitoring for chat engagement, and proactive chat invitations based on the active agent availability. It is also compatible with WordPress. A free plan is available, but ticket plans begin at $15 per user per month.
