Are you looking to upgrade your business’s customer support service? With a vast array of subscription-based customer support tools available, enhancing your service capabilities has never been easier. These tools streamline customer interactions, improve response times, and help build stronger relationships. Learn about the value of customer service software, the types of tools tailored for different needs, and explore some of the top products on the market to elevate your customer support experience.
Types of Customer Support Tools
Customer support tools come in all shapes and sizes; some are dedicated to a single purpose, while others offer multiple functions. The main types of support tools are:
- Customer community – Set up an online community where your customers can interact and provide peer-to-peer support.
- Social media management – Handle all your social media queries in one place. Set up automated responses.
- Knowledge base – Create an easily accessible online knowledge base where customers can search for answers.
- Live chat and messaging – Let your customers connect directly with a trained member of staff who can answer their questions.
- Emails – Set up a ticket-based email system to organize queries and assign tasks to different team members.
- Phone support – Make contacting your company by phone as fast, easy and affordable as possible.
Live chat, email and phone support tools are the most basic customer support options, but also the most important. At the very least, your user base must have a reliable way to get in touch with a member of your support team when issues or questions arise. These three types of tools – and multi-function support tools – will be the focus of this article.
1. Olark
Function: Live chat only
Olark is a dedicated live chat tool. Unlike others of its kind, Olark allows businesses to customize their live chat features to suit their brand, and automatically change chat language based on location. This tool is incredibly versatile, integrates well with most other customer service software and provides real-time chat metrics.
Olark’s features:
- Auto language change
- Review previous chat transcripts
- Auto response
- Customizable design
2. HubSpot Service Hub
Function: Full service desk
This all-in-one customer service app works best alongside other HubSpot tools, though it can also be used with other software. This tool allows users to program automatic responses to enquiries if there are no human representatives available. It also benefits from a shared inbox facility, which makes it easier to manage large scale communication between your business and customer base.
HubSpot’s features:
- Program bot responses
- Shared inbox facility
- Ticket-based email system
- Customer experience analysis tools and reporting
- Built-in customer feedback surveys
3. Slack
Function: Direct message, message channels, phone calls
Slack is a communication tool with a broad range of features well-suited to customer service. The app’s channel facility can be used to create dedicated IT support and HR support groups, where customers can easily connect with the right member of your team. Slack also allows you to create dedicated in-house channels for different departments of your business. This will make it easier to resolve queries quickly, through communication and collaboration.
Slack’s features:
- Live chat
- Direct and group messaging
- Community forums
- Customer surveys
- Make voice calls
4. Jira Service Desk
Function: Full service desk
Jira Service Management is a comprehensive customer service hub that is particularly well-suited to IT professionals. It claims to have everything an IT service desk needs “out of the box” and compellingly, includes ITIL certifications. This tool lets users attach notes, documents and other files to tasks. It also uses a simple ticket-based task assignment system.
Notable features:
- Live chat
- Ticket-based email system
- Automated responses
- ITIL-certified processes
5. HelpDesk
Function: Email and live chat
HelpDesk is a ticket-based email tool which receives and organizes email correspondence in one easy-access centralized hub. In addition to all basic email functions, HelpDesk lets staff members share support updates with customers to keep them in the loop regarding the status of their query. Conveniently, it also tracks response time, customer satisfaction, and the time spent working on individual support requests.
HelpDesk features:
- Automate repeat tasks
- Analyse team performance
- Send update notifications
- Customizable dashboard
Tools for Customer Service Training
If you’re hoping to improve your customer support service or onboard new employees, consider implementing training sessions. This doesn’t have to be costly or time-consuming, thanks to staff training and e-learning software. Purchasing an “out-of-the-box” course may be expensive and overkill for smaller businesses. If you’re working with a small team or wish to tailor your customer service practices to match your brand, consider using a bespoke e-learning tool.
Choose The Right Tool for The Job
Not all customer service tools are right for every business. Consider the size of your enterprise, budget, and core customer service requirements when making a decision. If possible, take advantage of trials that let you and your team test drive the tools before making an investment.