Customer Service Software

Compare the Top Customer Service Software of 2020

欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Compare the best Customer Service software currently available using the table below.

  • 1
    TrueDialog Icon

    TrueDialog

    TrueDialog

    TrueDialog is an enterprise-grade SMS texting platform built for businesses and higher education institutions. TrueDialog is a plug and play business texting solution that comes with dozens of pre-built tools as well as a robust SMS texting API. Its applications include SMS marketing, SMS customer service, emergency alerts, and two-way texting.

    Starting Price: $79.00/month
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  • 2
    LogMeIn Rescue Icon

    LogMeIn Rescue

    LogMeIn

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Rescue by LogMeIn is an affordable and reliable remote support software. Rescue offers a wealth of features that enables businesses to provide a seamless support experience for their end users and improve the productivity of their support team. Its top features include remote control, remote diagnostics, multi-platform support, device configuration, video support, and integrations and APIs.

    Starting Price: $149.00/month
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  • 3
    vtenext Icon

    vtenext

    vtenext

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 CRM+BPMN is the future! Vtenext is the hybrid All-in-one CRM solution that helps you manage your marketing, sales, post sales and assistance processes while you can focus on what matters the most, the customer! 200+ integrations with every kind of tool, es. Salesforce, HubSpot & Jira, help you spread your business processes braking down internal barriers and crushing the silo mentality. The unique Business Process Management engine is now strengthened by Klondike, the Machine Learning support that allows the user, starting from the existing historical data, to discover implicit processes, classify the records within vtenext and to support the user decisions.

  • 4
    Podium Icon

    Podium

    Podium

    Centralize all business reviews from across different platforms with Podium, an online review solution. Podium allows users to see their reviews and gain more customer feedback for quick and better-informed decisions. Podium can be accessed through its free iOS and Android app for sending review invitations, check analytics, and manage existing reviews.

  • 5
    BirdEye Icon

    BirdEye

    BirdEye

    BirdEye enables you to be the best business. BirdEye drives business growth by getting new reviews and improving customer experience. More than 50,000 businesses use BirdEye to manage their reviews, be found online, collect customer feedback, interact with potential customers, ask customers to refer friends and family, improve operations and increase revenue. BirdEye’s all-in-one software includes review monitoring, review generation, review marketing, customer surveys, social listening, social publishing, social engagement, customer support ticketing, listings, webchat, customer referrals, business insights, and competitive benchmarking. Founded in 2012, BirdEye is headquartered in Silicon Valley and led by alumni from Google, Amazon and Yahoo. In 2019, BirdEye was ranked #60 in the “100 Best Software Companies” in the world by G2 Crowd. BirdEye is backed by Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures and World Innovation Lab.

    Starting Price: $250/month
  • 6
    TeamViewer Icon

    TeamViewer

    TeamViewer

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 TeamViewer is the world’s #1 brand for remote connectivity solutions. Through innovations in technology and an incredibly fast and secure global network, we’re making the world a smaller place — paving the path towards a truly global workspace. TeamViewer allows you to remotely access and control the desktop of your computers and servers from anywhere, on a 3G or better internet connection. This access is device agnostic and completely secure. Any modern smartphone can now be your window to your workplace. Over 20 million support sessions happen daily on the TeamViewer platform. With our 256Bit AES encryption and ISO27001 certified data centers, providing support to your customers & employees has never been safer or easier. It’s like sitting right next to them, offering the help they need, the moment they need it most.

  • 7
    CloudTalk Icon

    CloudTalk

    CloudTalk

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Searching for a smart call centre software? Try CloudTalk.io, a new-generation cloud phone system for SMEs, startups, online stores or call centres (sales and customer service teams). 25+ integrations with favourite CRM, helpdesk or e-commerce tools as Shopify, SalesForce, Pipedrive, Intercom at hand along with a 5-star rated customer success team make it easy to seamlessly migrate or set up your new cloud call centre from scratch. We are rapidly growing every month and we have already successful cooperation with 1000+ companies across the world like DHL, Yves Rocher or Karcher. Try 14 day FREE trial from CloudTalk (no credit card details required).

    Starting Price: $15.00/month Partner badge
  • 8
    Balto Icon

    Balto

    Balto

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Sales software that helps you close more on every call. Sell more, optimize your sales team, and grow your business with Balto. The first live call guidance software. 1. Live Call Guidance Balto is the first real-time call guidance software. Powered by AI, Balto analyzes speech on both sides of the call and immediately delivers critical information to reps using Balto. 2. Dashboard Suite Balto, tracks 100% of your calls. Tracking conversations means there’s always clear data on which reps say what they are supposed to, what questions or value propositions convert best, and how you can optimize. Included with Balto is an easy to use data studio that allows for deeper insights into call strategy. 3. Always Optimizing Reps making calls get automatic real-time call guidance, so they always know the best thing to say and can close more deals.

  • 9
    LiveAgent Icon

    LiveAgent

    QualityUnit

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 175+ helpful features such as advanced automation features, rules, tags, and 40+ integrations. Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

    Starting Price: $15.00/month/user
  • 10
    PagerDuty Icon

    PagerDuty

    PagerDuty

    PagerDuty is an incident management platform that provides reliable notifications, automatic escalations, on-call scheduling, and other functionality to help teams detect and fix infrastructure problems quickly. Integrate Data From All Your DevOps Tools. PagerDuty is the central nervous system for your digital ecosystem. We sit at the heart of your technology ecosystem and analyze digital signals from virtually any software-enabled system. We help you intelligently pinpoint issues like outages, as well as capitalize on opportunities, empowering teams to take the right real-time action. 300+ integrations so you’re up and running immediately. PagerDuty integrates seamlessly with applications like Slack, ServiceNow, AWS, Zendesk, Atlassian, and hundreds more. We work how you work. And you can start using PagerDuty immediately, whether your company uses us already or not.

  • 11
    Zoho Assist Icon

    Zoho Assist

    Zoho

    Zoho Assist, your all-in-one remote access solution, helps you to access and manage remote devices. Through a web-based on-demand remote support session, you can directly analyze and establish control over your overseas assets in just a few seconds. Zoho Assist is entirely cloud-based, so you can set up unattended remote access and keep tabs on your remote PCs, laptops, mobile phones, and servers effortlessly. Zoho Assist is compatible with all major firewalls and traverses smoothly through proxies. Start your technical support today with industry-standard, best-in-class SSL with 256-bit AES data security to protect your data from phishing and other malicious activities. 

    Starting Price: $10.00/month/user
  • 12
    Splashtop Remote Support Icon

    Splashtop Remote Support

    Splashtop

    Remotely support internal and client computers with unattended remote access and provide users with remote access. Whether you’re just getting started with remote support tools, or looking to find an alternative to another product due to high prices, Splashtop Remote Support is the solution for you. Splashtop Remote Support is a best-in-class remote support tool that gives you the freedom to remote into your managed computers from any device, at any time, thanks to our fast, high definition connections.

    Starting Price: $25/month for 25 computers Partner badge
  • 13
    Canfigure Icon

    Canfigure

    Canfigure

    Canfigure is an IT Service Management solution with incredible flexibility. Canfigure is designed for scalability. We believe in keeping it simple with easily self-deployable, cost effective standalone tools allowing you to scale up through a library of well designed modules, growing your number of assets and expanding you user base at a pace that suits you. With out of the box support for all IT assets, Canfigure can be customized to hold information for any type of asset including IoT, facilities, transportation and more. The database schema can be extended via the admin functions with no technical knowledge required. Asset information can include financial data and be used to track important dates such as warranty expiry, and linked directly to supporting contract documents. The heart of Canfigure is a Configuration Management Database (CMDB) that underpins all other functions. The CMDB holds your data in the form of Configuration Items (CIs) and the relationships between them.

    Starting Price: $5,000 p/a Partner badge
  • 14
    FluentStream Icon

    FluentStream

    FluentStream

    Do you want a business phone service that works without costing a fortune in setup or monthly fees? Wouldn't it be nice to focus on your customers instead of spending hours on hold with your provider every time you want to make a small change? Welcome to FluentStream! We're committed to being the easiest business communication system to do business with. We offer no-contract plans with 24/7 client success for every account. Not only will we hold your hand throughout the entire onboarding process, but we'll do everything on your behalf (including the hassle of calling your internet provider). We know how complicated phone setup can be, and we're more than happy to do the heavy lifting so you don't have to. It's all part of being the easiest business to do business with.

    Starting Price: $20.00/month/user
  • 15
    Virima Icon

    Virima

    Virima Technologies, Inc.

    VIRIMA is a SaaS platform delivering highly automated IT Asset Management (ITAM), IT Service Management (ITSM) and IT Operations Management (ITOM) solutions that are easy and inexpensive to deploy. Through advanced infrastructure discovery and visualization capabilities, VIRIMA links the business processes to the technology and services business rely upon. The innovative automation capabilities of the VIRIMA CMDB deliver insight, control and value to IT organizations large and small, enabling them to efficiently tackle the challenges of managing and securing today’s dynamic, dispersed and complex IT estate.

    Starting Price: $15,000.00/year
  • 16
    SysAid Icon

    SysAid

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频SysAid Technologies

    SysAid provides IT and enterprise service management solutions that transform IT agent productivity, drastically enhance the end-user experience, and drive value across the organization. SysAid partners with over 10,000 customers, from small businesses to Fortune 500 enterprises across 140 countries. Available in 42 languages as a cloud-based and on-premises solution, SysAid combines all the essential IT tools in one platform. For more information, please visit www.sysaid.com.

  • 17
    Freshdesk Icon

    Freshdesk

    Freshworks

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Deliver exceptional customer service with Freshdesk, a leading customer support software and ticketing system. Intuitive, feature-rich, and affordable, Freshdesk is trusted by over 150,000 businesses of all sizes to help make their customers happy. Freshdesk helps business users manage all customer conversations in one place, automate repetitive work and save time, and work with other teams to resolve issues faster.

    Starting Price: $19.00/month/user
  • 18
    Web Help Desk Icon

    Web Help Desk

    SolarWinds

    With an intuitive web interface and service desk portal, Web Help Desk software delivers simplicity and automation to streamline help desk ticketing and IT asset management. Benefit from built-in knowledge base, IT change control, SLA alerting, performance reporting, customer surveys, and more.

    Starting Price: $695.00/one-time/user
  • 19
    NinjaRMM Icon

    NinjaRMM

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频NinjaRMM, LLC

    If you're looking to support your clients and manage IT more efficiently, turn to NinjaRMM. The world's first security centric remote monitoring and management (RMM) platform, NinjaRMM enables IT professionals to monitor and manage the entire IT stack with full automation all within a single pane of glass. The platform features search and connect through TeamViewer, antivirus integration, real-time alerts, managed patching, automation, software inventory, and reporting.

    Starting Price: $3.00/month
  • 20
    Zendesk Icon

    Zendesk

    Zendesk

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Build exceptional customer experiences with Zendesk. The leading provider of software and solutions for better customer relationships, Zendesk empowers businesses to be more reliable, flexible, and scalable. Its family of products include Support, an integrated customer support solution; Chat, live chat and messaging tool; Talk, call center software; Explore for analytics and reporting; Inbox, shared team inbox; Guide, a knowledge base and self service soltuion; and Connect + Outbound for proactive campaigns.

    Starting Price: $5 per month per user
  • 21
    Dameware Remote Support Icon

    Dameware Remote Support

    SolarWinds

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 A remote IT administration and management software lets you remotely control Windows, Mac OS X, and Linux computers so you can quickly support thousands of end users without having to leave your desk. Dameware is a complete remote assistance solution that includes desktop remote control and the ability to administer Windows tasks remotely from a single, central console.

    Starting Price: $370.00/one-time/user
  • 22
    ServiceDesk Plus MSP Icon

    ServiceDesk Plus MSP

    ManageEngine

    Founded in 1996, ManageEngine is a software organization based in India that offers a piece of software called ServiceDesk Plus MSP. ServiceDesk Plus MSP offers business hours, 24/7 live, and online support. ServiceDesk Plus MSP features training via documentation, live online, webinars, and in person sessions. The ServiceDesk Plus MSP software suite is Windows, iPhone, iPad, and Android software. ServiceDesk Plus MSP is ITSM software, and includes features such as asset tracking, availability management, change management, configuration management, Contract/License management, incident management, problem management, project management, release & deployment management, and self service portal. Software pricing starts at $1445.00/year. ServiceDesk Plus MSP offers a free version, and free trial. Some competitor software products to ServiceDesk Plus MSP include HarmonyPSA, ConnectWise Manage, and Atera.

    Starting Price: $1445.00/year
  • 23
    Slack Icon

    Slack

    Slack

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Slack is a cloud-based project collaboration and team interaction software solution specially designed to seamlessly facilitate communication across organizations. Featuring powerful tools and services integrated into a single platform, Slack provides private channels to promote interaction within smaller teams, direct channels to help send messages directly to colleagues, and public channels that enables members across organizations to start conversations. Available on Mac, Windows, Android, and iOS apps, Slack offers a plethora of features that include chat, file sharing, collaborative workspace, real-time notifications, two-way audio and video, screen sharing, document imaging, activity tracking and logging, and more.

    Starting Price: $6.67 per user per month
  • 24
    Atera Icon

    Atera

    Atera

    欧美人与动欧交视频|亚洲日本香蕉视频观看视频 Atera is a cloud based all-in-one remote monitoring & management (RMM) platform for MSPs & IT pros. Atera includes everything you need to solve your clients toughest IT problems in one, centralized location. Ateras fixed cost pricing model helps IT businesses of all sizes grow with no extra costs. Fixed Cost with unlimited devices, Its that simple. Start your 30-day free trial today.

    Starting Price: $79.00/month/user
  • 25
    Smith.ai Live Website Chat Icon

    Smith.ai Live Website Chat

    Smith.ai

    Smith.ai Live Website Chat is the fastest & friendliest way to capture, screen & convert website leads. Our Live Chat agents answer questions, screen leads & schedule appointments 24/7. Custom AI chatbots can assist with screening basic questions so you maximize meaningful interactions. Pay for relevant chats only. Easy setup on all website platforms. Instant chat transcripts in your email & CRM. Smith.ai Live Chat is the most effective & affordable way to convert website leads to grow your business.

    Starting Price: $140/month
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All About Customer Service and Support Software

欧美人与动欧交视频|亚洲日本香蕉视频观看视频Customer service and support software assists customer service representatives with documenting, routing, tracking, resolving, and reporting customer concerns using a ticketing system that troubleshoots any and all issues. This software is typically referred to as help desk software, but it’s mostly applied to resolving IT (information technology) problems.

欧美人与动欧交视频|亚洲日本香蕉视频观看视频This type of software improves the resolution process of all customer concerns by automating some of the most common support functionalities. They increase customer satisfaction and improve the productivity of their agents.

欧美人与动欧交视频|亚洲日本香蕉视频观看视频You can purchase customer support management software as a standalone troubleshooting ticket system, a much broader CRM (customer relationship management) software suite such as Microsoft Dynamics CRM or Salesforce.com, or an enterprise software suite from vendors including SAP and Oracle.

Some support systems may integrate with other larger applications including sales force automation systems (which notify sales reps about chronic or critical issues), cataloging and inventory systems (to make sure that you have enough exchange parts in stock), and service dispatch software (to allow for repairs on-site).

欧美人与动欧交视频|亚洲日本香蕉视频观看视频Businesses utilize customer service and support software to help manage and track service communications face-to-face, via social media, through email, over the Internet, and by phone. But with hundreds of different software programs available, choosing the best customer service software for your business needs can be quite a challenge.

Common Features

Depending on scope and intent, there are a wide variety of customer service software products to choose from. The list below will outline some common features.

  • Call routing - Customer service and support software relies on a lot of different criteria to ensure that customer calls get sent to the right customer service representative. Based on what the customer is calling about, one of the most basic functions will allow calls to be transferred to the correct department. More advanced systems that include automatic call distributors (aka ACD) can route phone calls based on which agents have the greatest level of appropriate skills, have taken the least amount of calls for the day, or have been waiting the longest. Some software will allow administrators to create custom rules for routing calls based on industry-specific (e.g. account status or service level) or nuanced principles.
  • Auto-attendant - Auto-attendants are gatekeepers between contact with a human representative and initial dial-in. Auto-attendants integrate IVR (interactive voice response) technology that allows the computer to deliver dynamic options or responses based on keypad entries or voice comments. A basic auto attendant will direct calls to in-house or remote agents through an IP PBX (private branch exchange), while other attendants will fulfill requests (including device activation or account balance) or answer questions.
  • Reporting and analytics - This type of software can assist department heads, managers, and coaches in guiding their teams to make more informed decisions by allowing them access to call metric data (including hold time and average handle time), customer satisfaction ratings, and resolving issues. This kind of software combines call archival and recording for easier compliance management and retrospective research.
  • Mobile access - Mobile clients are offered for users to access desk phone features on their mobile devices. Remote and mobile service representatives can transfer, receive, and make calls, use internal collaboration tools such as a wifi or cellular network, or access directories.
  • Case management - This can also be referred to as “ticketing,” and is an extremely important feature to have in your customer service software for support teams. It lets agents resolve and track service and product concerns through a variety of channels including social media, phone, instant messaging, and email. Moreover, it can generate tickets automatically through parsing data from customer communications and transcribing voice messages.

Types of Buyers

欧美人与动欧交视频|亚洲日本香蕉视频观看视频Certain companies have different requirements and drivers, which is important to make note of when you’re comparing customer support software systems. There are four different types of buyers we will discuss below.

  • Field service buyer - They benefit from mobile access because they work for huge corporations that transport service to where the customer is located. These types of buyers will look for client integration that will work well with other applications. Several representative vendors include Microsoft Dynamics CRM, SugarCRM, FieldAware, and PhaseWare Tracker.
  • Small business CRM buyer - Today’s small businesses are looking for more than just simple tracking capabilities for their contacts such as Microsoft Outlook. They want interactive tracking and trouble ticketing to improve relationships with strong support and service. Some representative vendors include SageCRM, Maximizer CRM, Zendesk, GoldMine CRM, and inContact.
  • High-volume call center - These buyers operate more than one large call center and have goals to manage their business by utilizing automated scripts and rules which a majority of customer service applications support. These buyers should be on the lookout for programs that include CTI (computer telephony integration). Some vendors include GoldMine CRM, Salesforce.com, SAP, and inContact.
  • Enterprise buyer - They work for companies that have many users and complex practical necessities. They value the idea of using an integrated software system across all business units and departments. The strategy they will utilize is the best of breed. Vendors include SAP, Oracle RightNow CX, and Salesforce.

Benefits of Customer Service Software

欧美人与动欧交视频|亚洲日本香蕉视频观看视频Having a superior customer service solution provides reporting and transparency to management on support processes, empowers agents, and boosts satisfaction. There are five benefits of using customer service systems which we will outline below.

  1. Increased accountability - When each contact is documented, the system will allow management to be able to see which agent took care of which problem and provide them with ongoing feedback regarding their performance.
  2. Improved coordination of accounts - Customer support systems can give both the service and sales organizations better transparency into a customer’s data when combined with sales force automation solutions. This produces benefits such as notifying an agent that repair parts are ordered so a customer won’t order double parts or letting sales representatives know if there are any outstanding issues before placing any calls.
  3. Better asset management - Customer care solutions allow representatives to be assigned more efficiently when they are integrated with service dispatchers. In addition, integrating the software with an inventory management system will allow agents to inform to the customer with confidence that their repair parts are available.
  4. Improved infrastructure scalability - Having a customer self-help system will handle straightforward problems which will give customers with more complex concerns quicker access to agents when they need them. The benefit will also allow a company to grow at a much faster rate while improving and maintaining customer satisfaction.
  5. Ability to reduce the time required to resolve issues - This software will decrease the amount of time needed to resolve customer issues so your agents will be able to address more concerns, or if it’s the same load, fewer agents can be utilized to handle the calls. As an example, Zendesk customer support software was implemented by YouSendIt to respond to customer issues 35 percent faster.

Current Trends in Customer Service Software

On-Premise vs. Cloud

欧美人与动欧交视频|亚洲日本香蕉视频观看视频Most customer service software offers a multitude of options for deployment such as hosted (a combination of on-premise and cloud), software-as-a-service on the cloud, or on-premise. Other vendors have proprietary or virtual offerings. While many businesses are finding the lower upfront costs and mobility of cloud software better suited to fit their needs, there are downsides and benefits for each. According to a recent study, 35 percent of companies have started using cloud-based contact centers, while 28 percent plan to start using them within a year. That number will continue to rise in the near future if the long-term ROI and short-term savings are clear. The savings in IT employees and contact centers on average churns annual costs by nearly 30 percent.

Multichannel

The recent revolution of the customer experience has stimulated businesses to engage with customers how and when they choose to be engaged. Software developers are currently building systems that manage interactions through social media, mobile devices, on the web, and over the phone. This particular approach is called multichannel. It’s consistent with the reality that customers often look for help in more than just one place. Businesses will use data analytics and automation in the next couple of years to form relationships with these channels and determine which channels will add value and which will not. The telephone, however, is still the preferred method for 68 percent of people who need customer service.

Integration with CRM

Peripheral functionality must integrate with business tools you already have in your company, which is why customer service software includes pre-built assimilations with popular CRM (customer relationship management) solutions. If you can’t connect to a central database of customer data to look something up, what good is it to have ticket management and call routing features? CRM will integrate with your customer service system to get the most out of your click-to-dial and CTI abilities, log notes and call history, and trigger screen pops (recovery based on IVR input). There are some sources which indicate that CRM integration saves about 20 seconds per call, which can save up to thousands of hours each year.

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