8 Best Customer Service Tools for 2022

Best Customer Service Tools

Customer support professionals today have many responsibilities. Customers can be contacted directly and support tickets are managed. Self-service content libraries can also be created and updated. All of this while being under pressure to maintain customer satisfaction and reduce resolution times. This blog provides the best customer service tools.

Customer service is a team effort. It involves a mix of people, tools, and processes that work together to provide exceptional customer experiences at all touchpoints.

Access to the right resources and tools can make a big difference.

  • Support teams can use customer service tools to answer important questions like:
  • For customer service driven by context, how can you view the entire customer journey from one perspective?
  • How can they collaborate better to provide instant and effortless support through multiple channels?
  • How can small teams achieve more in a shorter time frame, given the increasing demand for personalization and increased support tickets?

In this blog, we research to assist customer support teams in exploring new capabilities. They have consulted previous lists that list the best live chat software, help desk software, customer experience tools, and knowledge base software.

8 Best Customer Service Tools

1. Netomi

Netomi is an omnichannel AI platform that supports customer service. It helps companies to resolve more than 80% of their support tickets via chat, email, messaging, and voice. This allows agents to focus on more complicated tickets. These are the best customer service tools for medium-sized and large brands

Top Key Features:

  • A Clustering engine that uses unsupervised learning to cluster support tickets from the past. It pinpoints repeatable situations that can be automated
  • Natural Language Understanding (NLU), which is used to understand customer queries, has the highest accuracy (85.17%) and highest out-of-scope accuracy (92.45%).
  • A dashboard with intuitive analytics that shows real-time performance data for key customer service metrics like accuracy and resolution rate of AI.
  • Chat widget with many UX tools, including embedded customer forms and the ability to upload files.
    Native integration with all major agents desks, including Gladly, Zoho and Freshworks, Salesforce, Zendesk, and Zendesk

Also read: Top 10 Communication Tools for Remote Teams

2. Aircall

Aircall’s inbound phone system software is the “phone system of modern business“. It is suitable for small and large businesses and can be used by IT, sales, and customer support. What is the result? A Clearer View of all call activity and issues that have been resolved as a group, for better customer communications and smoother support. These are the best customer service tools for call center support.

Top Key Features:

  • Agents can simultaneously make parallel calls. This allows them to place current conversations on hold while simultaneously starting a separate call with another customer.
  • To search through categorized calls and find a specific conversation, you can create custom filters.
  • Call Center Analytics allows teams to track key metrics such as call volume, wait time, missed calls rate and wait time – all from one place.
  • Agents can see more context behind every inbound call with Insight Cards by pulling data from other apps to view.

3. Gorgias

Gorgias is a customer service platform for eCommerce. It allows support teams to consolidate all their tickets in one place to see the whole customer picture and provide faster support. Gorgias’ powerful integration with Shopify Plus and Shopify means agents can see customer order details and cancel, refund, or cancel orders without ever leaving the helpdesk app. These are the best customer service tools for eCommerce stores.

Top Key Features:

  • Sentiment detection and intents that leverage customer intentions allow teams to automate their workflows efficiently with sentiments that automatically detect what customers feel (are they angry or in a hurry).
  • A customer sidebar displays rich customer data next to tickets. Support teams can choose which data they want to see and pull data from 65+ third-party apps.
  • Self-service that allows teams to handle routine requests like returns, cancellations, or damaged items. This will increase efficiency and give customers instant answers.
  • Integration with Shopify Plus, Magento, and BigCommerce allows teams to scale their support across all stores. This allows them to manage all customer questions for all brands in one helpdesk.

4. Kayako

These are the best customer service tools for a fully integrated cloud-hosted help desk to start supporting customers instantly

Creating opportunities for better conversations to provide a better customer experience, Kayako’s helpdesk software is equipped with powerful out-of-the-box functionality that makes it easy to manage customer service requests and conversations through any channel. Kayako is used by more than 131,000 customer service agents for ticketing software, customer support, and the internal help desk.

Top Key Features:

  • Kayako’s helpdesk software includes live chat software. It is easy to use and customize and can be integrated into websites, iOS, or Android apps.
  • Shared inbox: Collects all support messages in one place. Makes it easy to collaborate with colleagues
  • SingleView captures the entire customer journey and allows teams to see customer activity at a glance. This includes site visits, orders, shipping history, customer service inquiries made in the past, self-help search results, and more.
  • Self-service portal to give customers the tools they need to help themselves. Help Center Analytics is used to identify and optimize portal content for customer needs.

5. Nicereply

How satisfied are your customers? Nicereply makes measuring customer satisfaction easy for support teams with a simple-to-deploy survey. You can customize with multiple scales, such as smiley faces or stars, and you can also use one-click responses. It also makes it easy for support teams to assess Customer Effort Scores, which allows them to instantly get feedback and identify any friction points. You can combine the metrics to get more feedback. Net Promoter Score is another measure of customer loyalty. It measures a customer’s willingness to recommend a product or service to others. These are the best customer service tools for measuring CSAT.

Top Key Features:

  • Agents can ask for feedback by signing in to their emails.
  • The instant rating that records customers’ answers right after they click the survey
  • Customer sync automatically adds customer names to ticket IDs, since customers don’t often share their names on feedback forms.
  • Trend charts are used to identify trends in CSAT, NPS, and CES performance as well as response volume

6. Podium

Podium is a multi-product platform that “modernizes the way local businesses get done.” It combines online chat, online review generation, and SMS marketing all in one simple-to-use email. Best customer service tools for local businesses looking for single customer communication and payment platform.

Top Key Features:

  • Chat on the web to capture website leads. The conversation is immediately transferred to text so customers can stay connected on their terms
  • Agents can use one inbox to maximize efficiency. They can bring all conversations and touchpoints – chat, reviews, voicemail, etc. – into one thread and reply instantly via text.
  • Podium Reviews allows customers to leave reviews about businesses by simply sending them a link via text.
  • Video chat allows agents to move quickly from text to video all within a familiar interface
    Podium Text-ToPay is a simple way for customers and businesses to pay via text.

Also read: Top 10 Influencer Relationship Management Tools

7. TeamSupport

TeamSupport offers more than just effective ticket management. It also facilitates team collaboration and simplifies customer support issues. Instead of focusing on individual tickets or contacts, TeamSupport focuses on collaboration between teams and is built around the whole B2B customer. These are the best customer service tools for B2B technology-enabled companies.

Top Key Features:

  • RingCentral integrates phone-to-ticket with TeamSupport. This means that when a customer calls RingCentral-enabled support lines for help, TeamSupport displays the customer’s ticket history and service agreements.
  • Software for customer self-service, which can be embedded on a website or used alone with a custom URL.
  • A ticket management system that automates and streamlines ticket workflows, prevents ticket collisions and provides powerful global search capabilities.
  • VideoView allows agents to make videos using their webcams and show customers the features of their technical products or the steps to follow to resolve a problem.
  • A customer distress index that identifies customers at risk

8. Vivantio

This highly configurable service management software is all about empowering teams, enabling operations, and elevating the customer experience. Vivantio’s CRM combines all customer information in one central location. This gives a 360-degree view of a company’s customer service operations and makes it easy to retrieve important customer information. These best customer service tools for growing small- and medium-sized B2B companies looking to optimize their services across all areas

Top Key Features:

  • A self-service portal where support teams can post knowledge base articles, tutorials, and manuals.
  • Customers can log in to the portal to view the status of their tickets and service requests.
  • A workflow designer automates repetitive processes within a company, eliminating the need to use manual resources such as scheduling backups and onboarding new employees.
  • FLEX Insights provides support for first-line teams by providing them with advice and help on how to deal with problems while listening to customers. This includes information about known outages, similar issues, and knowledge base articles.
  • Configuration Management Database (CMDB), records each customer’s software, hardware, and services.

Conclusion

It is not easy to deliver exceptional customer service. There are many moving parts. Businesses have to increase their customer service efforts. A recent study by TELUS International revealed that almost 60% of respondents would rather be stuck in traffic than experience poor customer service. This can be done in many ways. It is crucial for businesses to choose the right tool or set of tools to help their customer service teams and their customers.

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