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12-Step Guide to Choose the Best Customer Service Software Blog

Live chat is the preferred communication channel for 42% of online customers because it’s hassle-free and easily accessible. Instead of searching for your contact information, your customers can quickly contact you on your website with the click of a button. Use this guide to identify your specific support software needs, understand the types of solutions to look for and get leadership buy-in. Now you can deep dive into your top few options, perhaps trying out their customer service and talking to existing customers. Are you building a high-touch, hand-holding service experience for a select group or a mass-volume, fast-turnover retail service?

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Most people will recognize the Jira brand name from the project management and issue tracking software often used by development teams. Jira Service Management is a service management platform that helps IT teams better handle incidents and their related requests. Zoho is another company that is probably best known for its CRM, but has also made the move into help desk software. Zoho Desk has a number of features like a shared inbox, phone integration, and chat. However, some of those features — like chat — are limited to the highest-cost plan.

Zoho Desk Pricing at a Glance*

When choosing customer service software, determine the type of touchpoints you want to prioritize. Factors to consider include the size of your team (are there enough people to manage multiple touchpoints?), the importance of real-time response, and your budget. While some companies choose an integrated approach that utilizes various touchpoints, choosing one or two support channels also works for businesses that don’t receive many customer queries. Customer service software solutions work by integrating your customer communication touchpoints and storing essential information in the system. All data from various customer communication channels are stored and organized in a centralized system that your customer service team members can easily refer to.

You don’t want to have to change everything later because you chose a customer service solution you’ll quickly outgrow. When pricing out customer service software tools for your small business, look for plans labeled “professional” (as opposed to “enterprise”). More customer support platform providers are starting to offer native AI capabilities.


Identify, collect, and organize all the helpful feedback, feature requests, bug reports, and use cases so they can be used to improve customer satisfaction. What sets LiveAgent apart from all the other tools we’ve mentioned is its gamification approach to customer support. Teams can earn points and rewards for completing tasks, making customer support fun for your team. Over the last few years, there’s been an increased focus on self-service options. It’s very cost-effective, and self-service tools are the preferred support choice for many — up to 67% of users, in fact. Agent-focused features like collision detection reduce hassles for your team by showing if someone’s already working on a ticket.

Software In Customer Service

Customer support software is the backbone of a great customer experience. But knowing which tools are right for your business, vetting providers, and getting the system implemented is no easy task. It keeps the goals relevant with automated updates based on actual performance, employee characteristics, or business objectives. No matter the company, or industry, an improved focus on customer support is always an advantage. Customer service software allows better support and improved customer experiences.

Really Simple Systems: Best for Feature Ease-of-Use

Groove is one of the most consistently updated service options, which offers great promise of potential for business owners looking to optimize their processes. Some of the most notable updates I’ve seen are the live chat feature to connect with clients on your site, and the launch of iOS and Android apps for easy mobile management. Many customer Software In Customer Service service software options offer monthly fees at a per-person rate — which could place an additional strain on your business’ finances as your team continues to grow and expand. Consider the average monthly cost on a per-person basis, and evaluate if it’s worth exploring custom enterprise options for additional savings opportunities.

Software In Customer Service

Customer service ticketing software allows you to create a unique case — or ticket — for each customer support request. Being able to chat with a human agent in real time is one of the most valuable customer service offerings for consumers. In fact, it was the highest value customer service feature in the Insider Intelligence Canada Mobile Banking Emerging Features Benchmark report. But even when you’re small, you could use the help of customer service tools. They make the job easier, allow you to automate simple and repetitive tasks, and free up your time for more complex cases or working on other areas of your business.

Zendesk: Best for Managing Self-service Resources

But deciding which tools are right for your business, choosing providers, and implementing a system is often an overwhelming task. In the present day, pretty much every software offers free trials – be sure to take advantage of those. How a company handles such situations will tell you how much they care for their customers – whether they’ll help when you really need them.

What is the best support software?

That's why you should rely on the best customer service software like Gorgias, LiveAgent, HubSpot, and Freshdesk. Every business needs to prioritize customer service. To deliver flawless service and maintain happy customers, you can leverage the power of software to automate and streamline your system.

And its large library of native integrations allows your team to seamlessly work it into their existing workflows. Plus it has native integrations for many of the most popular apps that support teams use. SurveyMonkey is a customer service tool that provides businesses with templates for a plethora of customer surveys to glean insight into things like product feedback and CSAT. And with SurveyMonkey’s extensive library of integrations, you can easily work this tool into your existing workflow. And by connecting social media teams and support agents, Sprout Social eliminates disconnected or siloed communication and workflows. Some enterprises are even building dedicated customer success teams as a complement for their service teams.

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