If you don’t deliver on what your customers expect then pretty soon you won’t have a business anymore. Fortunately, there’s software out there to help you provide the kind of service that will keep your clients coming back for more. A good web-based customer service app can mean the difference between an excellent customer experience or a customer service horror story like these.
I’ve picked out six great web-based customer service apps that can ensure you provide a high quality of customer service to make sure your customers feel valued. Many of these apps appear in GetApp’s GetApp’s GetRank quarterly ranking system of top the top web based apps for customer service. All of this online customer service software requires a subscription in order to use, although most vendors offer free trials or freemium models.
Freshdesk is for those that want a user friendly ticketing system with a simple user interface that anyone can use. Freshdesk provides multi-channel customer support with website-based, email, social, mobile, and chat-based customer support ticketing.
Help Scout is a web-based app for customer service that’s all about conversations. It’s an email-based help desk which allows you to manage multiple inboxes and conversations with customers and assist in team collaboration. Help Scout doesn’t treat customers as numbers with ticket numbers but uses conversation threads for a more personal experience. As a result, customers feel like they’re being treated as a human rather than a number in a long waiting list.
Help Scout features an integrated knowledge base to build step-by-step tutorials and articles, real-time reporting and Gmail style filtered workflows which can automate responses to customer enquiries. To prevent overlap, there’s also a smart ‘collision detection’ that sends an alert if two staff members are working on the same task or customer issue.
Salesforce.com’s Desk.com is one of the best web based customer service apps around as you would expect from industry leaders such as Salesforce. Salesforce remains the biggest name in online CRM software and allows owners of small and medium-sized businesses to outsource their customer service needs. Desk.com is very flexible and can handle everything from requests via email and social media to phone and online chat. Desk.com is also very scalable allowing you to add as many agents as needed as customer demand requires.
Desk.com also takes advantage of Salesforce knowhow when it comes to tapping into what Salesforce does best – gathering customer history and other data. The performance dashboards give you a clear overview of your entire customer service operation, so you can see at a glance how you’re performing in serving your customers.
Zoho Support emphasizes a systematic and quantified approach to addressing tickets. Interaction is key to the app’s model, providing your help desk professionals with the ability to configure a custom WYSIWYG interface for end users without using any programming.
With this interface, customers can review and interact with help desk agents regarding their pain points. The application also includes ticket management, reports, dashboards, a knowledge base, alerts and notifications, and workflows.
TeamSupport encourages teams to work together in order to effectively meet the demands of your customers as quickly as possible. TeamSupport enables you to create customer service portals that can operate 24/7. These portals help customers to help themselves (and each other) to resolve their problems and find answers to their questions before resorting to agent support.
TeamSupport includes features such as self-help ticketing, live chat, ticket management and automation, reporting and analytics that help you provide a better level of customer service. TeamSupport is oriented towards the business-to-business sector but it could also be applied to other types of businesses.
Zendesk is one of the leading online customer service solutions thanks to its ease of use even if you’re not familiar with SaaS or cloud customer service software. Zendesk is packed with great customization options, robust language support and is used by businesses of all types and sizes.
In fact Zendesk serves over 40,000 businesses worldwide including Vodafone, Shopify, and Groupon. Zendesk is especially suitable for larger enterprises because there’s no limit to how many agents can be used with it.
These are all great online customer service software solution, but tell us what tools you use to help you delight your customers? Let us know in the comments below. You can compare more web-based customer service and support apps, on our sister site, GetApp.