One of the most essential things your business can do is meet and surpass customer expectations.

But finding the right customer service tool can be a headache. And let’s be real, most of these tools don’t fit your budget or needs.

That’s why we’ve collected a list of customer service tools for your business. We’ve categorised these tools for every support you’d like to offer.

We’ve also highlighted the details of each platform, including their pricing.So, after reading this article, you’ll have all you need to step up your business CS efforts. 

What are customer service tools?

Customer service tools are platforms that help small businesses like yours meet your customers’ needs. These tools allow customers to communicate with your business representatives. And they enable you to efficiently serve via voice, email, SMS, or chatbots.

A website visit can lead to a chat and then an email. And soon, you’re on a video call giving a demo of your product or service.

If all goes well, you’ll have a new loyal customer who’ll refer you to others.

But you must know how to choose an excellent customer service tool for your small business. 

What makes a great customer service software?

We’ve listed the features a small business customer service tool must have. 

They include:

• Single-window functionality: This keeps all interactions in one place. You’ll see all your customer information on one screen and interact seamlessly. This feature will speed up your customer service delivery.
• Collaborative inbox: With this, you can attend to multichannel requests from one inbox. No need to switch between emails, SMS and chats. Communicate with your customers from one inbox.
• CRM integration: You should be able to save your customers’ contact information for easy reference. This way, you can always pick up where you left off the conversation. Make your customers feel special, and they’ll always come back.
• Group chat: A great customer service tool should allow your agents to collaborate easily. A group chat with the “@” mention feature will encourage faster internal communication. Your agents can also assist each other when serving clients with difficult asks.
• Role-based dashboards: Managers, Team leads, and CS agents should have separate dashboards. So, Managers can see each agent’s performance and assign tasks remotely without interrupting their work.
• Internal conversation transfer: This comes in handy when customers need specialised support. An intuitive customer service tool should allow support agents to transfer the conversations to the appropriate agent without a glitch. You’ll have more satisfied customers this way.
• Reports & analytics: Get a clear picture of where your customers are and what they need. This data will improve your customer service and attract loyal customers.
• Agent performance tracking:  With the right tool, you’ll know which of your agents are performing optimally and which are lagging. You need this data to ensure your customers are getting the best experience.
• Online mention tracker: With this feature, you’ll see websites where you’re mentioned in real-time. And you can respond faster on social media or forums, and you’ll never miss a lead.
• Automatic ticketing: Some tools automatically create tickets from chats, emails and SMSs. Tickets can even be grouped and labelled for easy identification so that you can attend to them promptly. This speeds up your customer service process and adds accuracy.
• One-click connect: How easily can your leads reach your team if they can’t find what they need on your website? This feature lets you add a button that redirects your customers to a live support agent who provides more information. This will help you close more sales.
• Integration: This is a crucial feature ensuring your business runs smoothly. You can merge your existing software with new tools and enjoy the best of both worlds.
• Phone call history: Besides the CRM, call history, notes, and call recordings are essential to know your customers better. So you can personalise your messaging and even use the recordings for support training purposes.
• Customisable interface: Two businesses may use the same tool differently, hence the need for customisation. A tool that doesn’t offer a customisable interface will confuse your team. Ultimately, you’ll have unsatisfied customers and poor patronage.
• Security: Don’t let your customer service tool be the weakest link in your security chain. Protect your customer and business data at all costs. Check that the tool you choose also blocks spam and abusive messages.
• Simple interface: Dealing with customers is already hard enough. Give your team a simple tool, and you’ll reduce employee fatigue and increase productivity. You’ll also spend less time and money training your team members to use the tool. That’s a win-win.
• Media storage: You’ll probably want to upload work manuals for your team. Or you’ll want to save multimedia messages from your customers. Check that the tool has media storage that’ll cater to your needs. 
• Export functionality: You should be able to export data and share reports and backups outside your chosen customer service tool. It helps when you’re changing tools. You don’t want to lose all your customer data. That would be a nightmare.

The importance of these features varies based on the type of customer service tool. 

Now, let’s see the different categories of customer service.

Types of customer service tools for small businesses

Small business customer service tools and software are in categories. They include: 

• Live chat
• Phone support systems
• Ticketing 
• Customer portal and knowledge base
• Instant messaging
• Email automation
• Social media listening, responding and monitoring tools
• Video chat
• Forums and online communities
• Survey tools and customer feedback tools
• SMS text support
• Training tools for customer service teams 
• Contact and call centre
• All-in-one inbox for multichannel support
• Internal communication tools

Live chat

Ever visited a website and received a “HI” message from the bottom right corner of the screen?

That’s an example of a live chat. 

They help start conversations quickly with new and old customers. And help you communicate with website visitors, answer questions, and provide support.

Live chats are crucial when your agents are busy or off work. The chatbot can promptly attend to your customers. Then, it’ll link your customers to an agent for more assistance.

Here are some tools that’ll help you set up your live chat. 

1. Olark – Customer service tools for small businesses

Olark is a live chat software for real-time customer interaction. It helps small businesses to set up live chat systems. That way, they never lose leads.

Olark also offers features such as automated triggers, custom forms, and integrated analytics.

This tool offers three plans: 

• Starter – $17/month
• Pro – $50/month 
• Enterprise – custom pricing. 

All plans include unlimited chats, unlimited operators, and access to all features. 

2. LiveChat – Customer service tools for small businesses

LiveChat is a customer service and sales solution. It has web chat, social media, phone, and email features.

LiveChat’s simplicity makes it an ideal customer service platform for small businesses.

LiveChat has a rich analytics feature. So its users can measure customer satisfaction and identify areas for improvement.

LiveChat has two pricing plans:

• Starter – $24/agent monthly 
• Team – $49/agent monthly 
• Business – $69/agent monthly 
• Enterprise – custom price.   

Phone support systems

Taking phone calls is easy when you have one or two customers. But with hundreds of customers, you need a better plan. 

That’s what phone support systems do.

They help businesses to organise phone calls. Phone support systems enable you to manage inbound and outbound calls.

This tool helps you track the number and purpose of received calls. You can also record calls and host audio conference calls.

Use the tools below. 

1. Grptalk – Customer service tools for small businesses

Grptalk is an audio conferencing platform that allows up to 50,000 participants. Grptalk has many features, like conference scheduling, audio recording, and dial-out. 

Audio conferencing with grptalk is easy and secure. 

You can use grptalk on any device. And because grptalk uses a PSTN network, you get more stability during calls.

With grptalk’s crisp audio quality, you’ll enjoy clear calls with 100 or 10,000 people on a single call.

Grptalk’s pricing depends on the number of participants and the call duration. 

For example, a 30-minute call with 50 participants could cost $18. That’s $0.012 per user per minute. 

You can get a lower price based on your usage. Contact grptalk to learn more or schedule a free demo

2. Aircall – Customer service tools for small businesses

Aircall is a cloud-based phone system for your business. It provides features like call routing, reporting, and analytics.

Aircall integrates with popular CRM and helpdesk software. 

With Aircall’s API, users can customise integrations and automation. It also manages calls, messages, and customer interactions.

Aircall’s pricing plans are as follows: 

• Essentials – $40/user/month 
• Professional – $70/user/month
• Custom – personalised pricing. 

Additionally, Aircall requires a minimum of 3 users per organisation. However the custom plan requires ten users minimum.

Ticketing

Have you ever requested support from a business and received a ticket number? Well, there are tools for that, too.

Ticketing tools track customer questions or enquiries and resolve them promptly.

They are used to resolve all queries directed towards your business. And as you guessed, They are automated.

Here are some ticketing customer service tools for small businesses like yours.

1. TelebuHub – Customer service tools for small businesses

TelebuHub is a call centre platform with ticketing features. TelebuHub turns social media comments, emails and texts into tickets.

Ticketing on TelebuHub is easy because your agents can see all the ticket details on one screen.

Now, you can respond to tickets from all channels faster than ever, reducing customer service queues.

TelebuHub offers features like:

• Unified communication support
• Scalability
• Automatic ticket labelling
• Social media, email and CRM integrations 
• Single window functionality 
• Role-based dashboards
• Daily comprehensive reports
• Agent Script 
• Hosting on the Cloud, On-premise, and Hybrid)

Sign up and use Telebuhub for free, or schedule a free demo right now.

2. ProProfs – Customer service tools for small businesses

ProProfs is an online ticketing platform for helpdesks. Educational institutions also use it to capture parents’ requests.

With ProProfs, you can sort customer complaints and respond on time.

Additional features on ProProfs include agent performance tracking, labelling, and automatic ticket assignment.

ProProfs offers two pricing plans:

• Essentials – $15/user monthly
• Premium – $20/user monthly

3. Jira – Customer service tools for small businesses

Jira is a project management and issue-tracking software developed by Atlassian. It permits software development teams to plan, track, and deploy software. 

You can also prioritise tasks, assign stories, and log time. 

Jira features reporting, workflow, and customisation capabilities to help your team manage projects effectively.

Here is Jira’s pricing information:

• Free = 0-10 users
• Standard licence = $7.75/user monthly. Supports up to 35,000 users. 
• Premium licence = $15.75/user monthly.
• Enterprise = available for businesses with 801+ users and bulled annually.

Customer portal and knowledge base

Sometimes, customers want to serve themselves by reading about your product.

That’s where a customer portal comes in.

Your customer portal can contain answers to Frequently Asked Questions (FAQs). And your customers can read them.

Easily update your knowledge base as your business grows. And serve your customers without human communication.

There are unique tools that’ll help you set up your customer portal. We’ve highlighted two of them below. 

1. Notion – Customer service tools for small businesses

Notion is an all-in-one workspace app. It combines task management, note-taking, and collaboration tools. You can customise the layout however you want. 

Also, you and your team can use Notion on desktop, mobile, and web platforms.

Notion offers four plans:

• Free Plan
• The Plus plan – $8/member/month.
• Business Plan – $15/member/month.
• Enterprise – Not publicly available.

2. Confluence – Customer service tools for small businesses

Confluence is a knowledge management software by Atlassian. You can use Confluence to create, share, and manage content.

With Confluence, you can update documentation anytime. 

Confluence also excels in project management. It also integrates with other Atlassian software like Jira and Bitbucket. 

Confluence uses a tiered pricing system as follows: 

• Free – 10 users
• Standard – $5.75/user/month, 
• Premium – $11/user/month, 
• and Enterprise – not publicly available.

Instant messaging

Sometimes, your customers want answers faster than emails allow. That’s where instant messaging comes in.

Instant messaging tools speed up customer service for small businesses.

You can take orders or provide support instantly. And several apps allow you to do this.

Some are free, and others are not. Depending on your needs, choose any of the below. 

1. TelebuPing – Customer service tools for small businesses

TelebuPing is an instant messaging and collaboration platform for you and your team. It enables you to communicate, share documents and manage tasks efficiently. 

Unlike other instant messaging tools, TelebuPing helps your team stay focused. 

For more information, don’t hesitate to contact TelebuPing. 

2. WhatsApp Business – Customer service tools for small businesses

WhatsApp Business is a messaging app for small-scale businesses. It helps you manage customer interactions and provide support quickly.

Create a business profile and add every detail. Include the address, contact details, and product catalogue. 

You can use this customer service tool to send multimedia messages. Make customer service fun for you and the client. 

Additionally, you can automate responses to FAQs. And integrate with other business tools and systems. It is free to download and use.

To access more advanced tools, you can use Telebu Social WhatsApp API and platform.

2. MobileMonkey – Customer service tools for small businesses

MobileMonkey helps you build and deploy AI-powered chatbots and live chat agents. You can also automate customer support and engage website visitors.

MobileMonkey even helps you to manage conversations on Facebook Messenger and WhatsApp.

MobileMonkey offers a free plan and two paid plans – $19/month and going up to $59/month. 

The pricing varies. It’s based on the number of contacts and the features required. 

Email automation

Email clutters are not suitable for your business. But how do you respond to the thousands of emails coming your way?

Automate them.

Several email automation tools are available. And they do beyond responding to emails.

You can schedule different email tasks with these email platforms.

You can also run marketing campaigns, schedule demos with leads, and send quotes on request.

You can do all of this automatically. 

Check out the platforms below. 

1. MailChimp – Customer service tools for small businesses

Mailchimp is an email marketing platform. It’s used to create and manage campaigns. 

Also, it’s used for email automation, landing pages, and form creation.

With Mailchimp, businesses can also track campaign results effectively.

Mailchimp offers four different pricing plans: 

• The free plan
• Essential – starts at $9.99/month 
• Standard – starts at $30/month
• Premium – starts at $30/month

This pricing is valid for 500 contacts.

Social media listening, responding, and monitoring tools

Social media is the lifeblood of business, so you need to use it. 

Yet, with so many social media platforms available, how do you handle it all? Use one platform to interact with your customers on all social media platforms.

You can simultaneously post to many platforms and respond to engagements. All at the click of a button.

With these tools, you’ll measure your lead generation and know your audience’s preferences.

Step up your small business process with the customer service tools below. 

1. Hootsuite – Customer service tools for small businesses

Hootsuite is a social media management platform. It provides:

• Tools for scheduling and publishing content.
• Monitoring conversations.
• Responding to customers.
• Analysing reports.

Hootsuite offers a free version and multiple paid monthly plans ranging from $49 to $739.

2. Buffer – Customer service tools for small businesses

Buffer is a widely accepted social media management platform. You can create, schedule, and analyse social media posts here.

Buffer’s analytics helps you understand your audience. It also helps you optimise your content performance.

Here are Buffer’s pricing plans; 

• Free
• Essentials – $6/month
• Team – $12/month
• Agency – $120/month

Video chat

When prospective customers request a demo, video conferencing comes in handy. Video chats are also helpful for providing technical support virtually.

Serving your customers via video chats gives a personal vibe. So you need a platform that has excellent video quality. 

Always use video chat software that supports most devices. And if the platform doesn’t need downloading, then even better. 

Here are some video chat apps for customer service. 

1. TelebuJoin – Customer service tools for small businesses

TelebuJoin is a virtual conferencing platform that supports audio and video conferencing. This solution doesn’t need downloading. So you can instantly help customers via video chat. 

You only have to create a link, share it, start the call, and participants click the link to join. 

Integrating TelebuJoin with other small business customer service tools is a breeze. 

You can also use TelebuJoin for internal team video meetings. 

TelebuJoin’s pricing is affordable and flexible. Schedule a demo to see how it works and get started.

2. Microsoft Teams – Customer service tools for small businesses

Microsoft Teams is a video-conferencing application available for various devices. It integrates smoothly with other Microsoft business tools.

Unlike TelebuJoin, your team members and customers need to download Microsoft Teams. 

Before a video chat, you’ll:

• Create a meeting link
• Share the meeting link with participants
• participants join by clicking the link. 

Microsoft Teams follows the Microsoft 365 pricing:

• Microsoft Teams Essentials costs $4/user/month
• Microsoft 365 Business Basic costs $6/user monthly.
• Microsoft 365 Business Standard costs $12.50/user monthly.

Forums and online communities

One productive way to connect with your customers is through a forum. It’s an online gathering where customers discuss your products. 

They’ll ask questions and get answers from your team. The best part is that new customers can use past solutions for present problems.

In fact, with this customer service tool, your staff will have less work.

 Also, your community members will begin answering questions on your behalf soon enough.

But first, start the community using one of the solutions below. 

1. Reddit – Customer service tools for small businesses

Reddit is a double-edged sword; It’s a social networking site and a forum-building tool.

Other uses of Reddit include social news aggregation, online content rating, and discussion. 

Members submit content like links, text posts, and images. Then, other members vote the content up or down. 

You can also create subreddits to discuss specific topics. And other users can subscribe to these subreddits. 

Reddit is free to use but has a premium tier priced at $6 monthly. Reddit Premium users don’t see ads.

2. ProBoards – Customer service tools for small businesses

ProBoards is a free and easy-to-use forum hosting service. It’s for creating online message boards and discussion forums.

ProBoard’s features include customisable templates and private messaging.

It also allows you to monetise your forums with ads and premium upgrades.

ProBoards is free to use. But to use your custom forum link, you’ll pay $20 yearly.

Survey tools and customer feedback tools

With survey and feedback tools, you can make more informed business decisions. Create interactive forms and find out your customers’ needs. 

Present answers in colourful charts and share them with your team. 

You can get started with the tools below. 

1. Typeform – Customer service tools for small businesses

Typeform is an online survey and forms platform. It helps create interactive data collection forms that’ll engage your audience. 

The platform uses a conversational interface to create an exciting experience for you. 

Typeform’s customisation options help you create forms for any purpose. 

You also get analytics and data insights to make informed decisions.

Typeform’s pricing plans are:

• Free
• Basic – $29/month
• Plus – $59/month
• Business – $99/month
• Enterprise – Custom pricing

2. Google Form – Customer service tools for small businesses

Google Forms is a survey administration tool within Google Drive. Easily create and share surveys and questionnaires with this free service. 

Google Forms is also great for data collection. It presents the answers in Google Sheets.

You can also view the responses in colourful charts and infographics.

It’s an invaluable customer service tool for small businesses.

Google Forms is a free service by Google at no cost. 

SMS text support

SMS is the most common mode of communication. It’s easy to use because you can send and receive SMS without internet access.

You can engage your customers with timely texts at different intervals.

You can also use SMS marketing to gain new customers and promote discounts to old customers. And because customers love texting, you’ll have more engagement and faster responses.

Provided you use an excellent bulk SMS platform like the one below. 

1. SMSCountry – Customer service tools for small businesses

SMSCountry is a bulk SMS pioneer company that has supported businesses since 2003. With the SMSCountry platform and API, you can send fast OTPs, security alerts, updates, and transactional messages that get delivered instantly every time.

Unlike many other SMS services that are hard to use, SMScountry is simple and affordable. Plus, you get free access to their support team 24/7.

You can contact the team to schedule a demo and see how SMSCountry can help your business.

Training tools for customer service teams 

Excellently training your customer service team is a long-term investment. And using the best tools will give you the best results.

There are tools which allow you to record and share videos without downloading. No heavy file downloads. Just share a link.

The incredible thing is that you can always reuse these training resources. 

These two platforms will help you train your customer service teams efficiently. 

1. Loom – Customer service tools for small businesses

Loom is a video communication platform that lets you record and share videos. You can create and share video presentations with a broad audience with Loom. 

They offer a free version with regular features.

There’s also the Starter plan costing $8/month. And the Enterprise plan that’s custom-priced.

2. Vimeo – Customer service tools for small businesses

Vimeo is an online video platform for uploading, recording, and watching videos. 

Filmmakers, video creators, and other content creators use Vimeo to share their work.

It also offers live streaming, video analytics, and Screen recording.

Vimeo pricing plans depend on the features and services you need. Take a look:

• The basic plan is free 
• Starter – $9/month
• Standard – $25/month
• Advanced – $65/month
• The Enterprise plan is custom-priced

Contact and call centre

Tools for contact and call centres usually support omnichannel communication. So you can interact with your customers anywhere, even on social media.

Contact and call centre tools vary in capability and features. 

For instance, while some are for inbound calls, others may be for outbound calls.

Some platforms are cloud-hosted, and others are hosted on-site. But as a small business, you need cloud-hosted contact and call centre software. Cloud-hosted software is affordable, easy to install, and scalable.

Here are some platforms to help you get started. 

1. TelebuHub – Customer service tools for small businesses

TelebuHub is a cloud-hosted unified communication platform. It connects you with your customers and employees. 

TelebuHub offers features like:

• Automatic internal call transfer
• Social media and CRM integrations 
• Call recording 
• Role-based dashboards
• Multiple hosting options (Cloud, On-premise, and Hybrid)

Your customer service team can manage interactions and provide personalised service with TelebuHub. 

Since TelebuHub is scalable, businesses of any size can use it. You can choose from Telebuhub’s four plans: Starter, Professional, Business, and Enterprise. 

Sign up and try Telebuhub for free, or schedule a free demo right now.

2. Freshservice – Customer service tools for small businesses

Freshservice is a cloud-based customer service management solution. It provides a modern, intuitive platform to manage your services.

With Freshservice, you can streamline your service delivery process. 

Use Freshservice’s features to manage incidents and provide a knowledge base. 

It also integrates third-party applications such as Slack, Jira, and Zendesk.

Freshservice’s pricing starts at $19 and scales up to $109 per user monthly.

• Starter – $19/user/month
• Growth – $49/user/month
• Pro – $89/user/month
• Enterprise – $109/user/month

All-in-one inbox for multichannel support

Wouldn’t having all your customers’ queries in one place be great?

That’s what you get with an all-in-one inbox. 

Serving your customers is more manageable with all messages in one place. 

Your team can tackle each issue based on their expertise. And the shorter queue times would lead to higher customer satisfaction. 

Here are the software that’ll help you achieve this. 

1. TelebuHub – Customer service tools for small businesses

TelebuHub is an all-in-one cloud-hosted communication platform. Its single window brings your customers’ complaints and questions from all communication platforms to one place.

TelebuHub’s scalability makes it perfect for every business size. And its vast array of integrations makes it ideal for any business type.

With TelebuHub’s Automatic call transfer, agents with specialised knowledge can quickly respond to your customers’ complaints. Record calls on TelebuHub, and train your agents using recordings from previous calls. 

Sign up and use Telebuhub for free, or schedule a free demo right now.

2. Talkdesk – Customer service tools for small businesses

Talkdesk is a cloud-based platform that helps your business streamline customer service operations. 

Its features include call routing, analytics, and customer journey mapping.

Talkdesk’s all-in-one inbox lets your agents see messages and follow leads faster. 

Talkdesk integrates with popular customer service tools such as Salesforce, Zendesk, and Freshdesk. 

Talkdesk offers four pricing plans:

• Essentials – $75/user monthly
• Elevate – $95/user monthly
• Elite – $125/user monthly
• Experience Cloud – Price not public. 

Internal communication tools

You need excellent internal communication for your team to offer smooth customer service.

Beyond email, you need an instant messaging platform. One that’s secure, stable, and without distraction.

An internal communication tool will speed up team interaction and collaboration.

To help unite your team, we’ve highlighted two customer service tools below. 

1. Talk Magnet – Customer service tools for small businesses

Talk Magnet is an efficient instant messaging and collaboration platform for businesses and teams. Its features include 1:1 chats, group chats, and audio and video calling.

Talk Magnet’s app size is light, its search feature is detailed, and your files can never get lost. So your remote and hybrid teams can communicate, share documents and manage tasks efficiently.

With Talk Magnet, your business will be more organised and connected. 

The free version of Talk Magnet comes with basic features. And the paid plans are from $19/month. 

For more information, don’t hesitate to contact Talk Magnet. 

2. Telegram – Customer service tools for small businesses

Telegram is a cloud-based messaging app that permits end-to-end encryption.

You can send media files and create group chats with other users. Supported platforms include iOS, Android, Windows, macOS, and Linux. 

Telegram is free, offers calls, and provides bots, stickers, channels, and secret chats.

But you’ll pay $4.99 monthly for access to more services and features.

Premium subscribers get exclusive stickers, faster downloads, analytics, higher group limits, and 4GB uploads. 

How do you choose a customer service tool?

Consider these factors when choosing a customer service tool:

• Ease of use: Request a demo to assess the tool’s user-friendliness. Your team needs a solution, not another problem.
• Team size: Don’t pick enterprise customer service software when you’re a small business.
• Most active channels: If you use social media and SMS more, that’s the software you need.
• Hosting options: Be sure you want cloud-hosted, on-premise, or hybrid software.
• Associated costs pre and post-purchase: Low pricing isn’t always the best. Check for hidden costs.
• Scalability: Choose a customer service tool that’s scalable. So you’ll use it even when your business grows.
• Support: Read user reviews about the level of support you’ll get. Some platforms abandon you immediately after you pay.
• Stability: Read reviews. Ascertain that the customer service tool is online 99% of the time.
• Integration: Pick a solution that supports integrations. It’ll help the team collaborate and work more efficiently.

What are the best practices in using a customer service tool?

Every customer service tool promises excellent business outputs. But for the best results, follow these guidelines: 

• Meet your customers where they are: Invest more in the channels your customers use most. 
• Listen to the data: Analyse your reports and identify growth opportunities. Data is only valid when you apply it.
• Download updates regularly: Your competitor may use the same tool as yours. Still, an advanced feature on the updated version will give him an edge over you.
• Personalise your interactions: Your customers want to feel special. Personalise your communication, and your customers will be loyal to you. 

Telebu’s perfect small business customer service tool combo

Nothing beats having the ideal toolkit for the job. You just got equipped for superb customer service delivery. 

Now, you have all the knowledge and the best tools to get started. 

With:

• Telebuhub’s cloud-hosted omnichannel software, 

• TelebuJoin’s simple video chat platform, 

• Grptalk’s crisp audioconferencing, 

• SMSCountry’s lightning-speed SMS services.

Check out each of them and book a demo to see how it works.

TL;DR

• Choose a customer service tool for your business based on your needs and budget. Consider the features offered and the type of customer support you require, such as live chat, phone support, ticketing, or other options.
• Consider the features that the customer services tools offer, such as single-window functionality, collaborative inbox, CRM integration, group chat, role-based dashboards, automation, reports & analytics, agent performance tracking, online mention tracker, automatic ticketing, detailed search functionality, one-click connect, integration, transcription, phone call history, customisable interface, security, simple interface, media storage, and export functionality.
• Decide the customer service tool you need based on your customers’ preferences. For example, you may need live chat for real-time support, phone support systems for voice calls, ticketing for customer inquiries, etc
• Choose a live chat tool like Olark or LiveChat, which allows you to engage on your website or mobile app in real-time.
• Choose a phone support system tool like Grptalk or Aircall, which allows you to manage and direct calls to the right agent for faster resolution.
• Choose a ticketing tool like TelebuHub or ProProfs, which allows you to manage customer inquiries and issues in a centralised system, making tracking and resolving problems easy.
• Implement the chosen customer service tool and customise it for your business’s needs.
• Monitor and analyse reports and analytics to identify growth opportunities and areas for improvement.
• Download updates regularly to ensure that you have access to the latest features and functionalities.
• Personalise your interactions with customers to create a unique and positive experience.