Kaley Hart
Kaley HartSocial Media Nerd | Content Editor

What are your favorite customer service tools?

Zendesk, Freshdesk, Groove, etc. What have you tried? What do you like? Why?
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21 recommended
  1. 21
    Help Scout 2.0

    Help desk software for a more human & helpful experience

    Duy Nguyen
    Duy NguyenNotes Plus's QA Specialist · Written
    The best and well-organized customer support service tool with powerful reports. I've been using their services since the very first days and happy that they keep improving the app constantly. Oh, check out their blogs, so many helpful articles about CS job!
    CommentsShare
  2. Vinit Agrawal
    Vinit Agrawal14Co-Founder at Tars (HelloTars.com) · Written
    very useful
    CommentsShare
    Davis
    DavisFounder at Flowhance · Written
    By far!
    CommentsShare
    Jeroen Corthout ☕
    Jeroen Corthout ☕6Co-Founder Salesflare · Written
    Go for the real thing. You won't regret it. I wrote a post here about what makes the Intercom product so great: https://blog.salesflare.com/how-...
    CommentsShare
  3. 21
    LiveChat

    Premium live chat and help desk software for business.

    LiveChat robust features and well-designed interface make it a great solution both for agents and customers. I like the brand also because they constantly add new features and integrations that let you connect the software with 3rd party tools and automate many tasks.
    CommentsShare
    • Kaan Aksoy
      Kaan AksoyA person who doesn't headlines

      It is a solid product but one thing (quite silly in my opinion) makes it quite useless in our case.

      If a visitor does not provide his details the at the beginning (they call it pre-chat survey) you can not add those details (email,name) afterwards.

      You can have a 2 hours chat session with a visitor but visitor will stay as unknown since you can not add the information you gathered during the chat session. How st..id is that?

    • Matt Pliszka
      Matt PliszkaCEO & co-founder @ pickSaaS.com

      Love LiveChat for its simplicity, easy integration and customer support 👍

  4. 15
    Freshdesk

    Everything you need to deliver exceptional customer support.

    Nivas Ravichandran
    Nivas RavichandranProduct Marketing at Freshdesk · Written
    Freshdesk helps bring your teams together to deliver exceptional customer support.
    CommentsShare
    Viduthalai Mani Dharmaraj
    Viduthalai Mani DharmarajUI Developer - Freshdesk · Written
    Simple UI and Powerful features
    CommentsShare
    • It's the best software for customer support that I have ever used. Also, I like its integration with TMetric, it allows me to track how much time was spent on the overall activity in Freshdesk.

    • My teams been using this for over a month and they love it. It's increased visibility on production and helped us get a handle on customer satisfaction per ticket.

  5. 6
    Chaport

    A beautiful, simple live chat for websites.✨

    Alex Shvalev
    Alex Shvalev9CEO & Co-founder, Chaport Live Chat · Written
    Alex Shvalev made this product
    Chaport is a modern live chat that allows you to communicate with your customers. It has the Forever Free Plan for 5 operators and beautiful apps for Mac, Windows, Web, iOS & Android.
    CommentsShare
    • Greg Stone
      Greg StoneOwner & Designer at ChampKid Design

      Easy setup and installation. Using it for our ecommerce store Pacific Outbound Clothing Co. We've been bouncing around multiple chat apps and each one has their own little quirks that we didn't like on mobile. But this one has proven to stand above them all. Looks great on the website and just worked. The backend dashboard could use a little color -it's all just very white- but that's just me. I think this product is going places.

    • Beth Fiedler
      Beth FiedlerHappy Entrepreneur w a few PH products 🙌

      Thanks very much for sharing this simple yet effective tool with the PH community. Will recommend Chaport to those who are looking for this. Congrats and Thank You! 👍👍👍

  6. 7
    Sortd for Gmail

    Trello for Gmail - Transform your email into organized lists

    Use Gmail as your team’s Helpdesk. Unbelievable!
    CommentsShare
    • Semira Amiralai
      Semira AmiralaiTechnical Recruiter

      I'm trying to discover the main difference(s) between Sortd and Drag. While Sortd is more mature, both are attractive products with great functionality. Keeping it simple is key for me (a minimalist). It's not clear what the differences are; anyone have inputs on this?

    • Sean Power
      Sean PowerHead of Sales, Refractiv

      Nice app to keep track of tasks within Gmail, email messages are turned into tasks giving you the option to select which category they fall into.

  7. 5
    Zendesk 3.0

    Software for better customer relationships

    Clement Tang
    Clement TangProject Manager @ 91APP, Inc. · Written
    Stable, easy to use, always evolving.
    CommentsShare
  8. 5
    BRAND24

    Keep track of your brand online.

    Jakub Rogalski
    Jakub Rogalski39Community Manager at Brand24 · Written
    Jakub Rogalski made this product
    If you wanted to take the not so obvious route, I'd recommend implementing social media monitoring into your customer services, unless you already did it. The thing is, people mention different brands and companies on social media as well as news sites, blogs, forums, etc., with those companies being unaware of this on many occasions. According to the research conducted by Conversocial, fewer than 3% of customers directly @ mention brands on Twitter. This means that a vast majority of those mentions are untagged and very often overlooked by representatives, and if you don't have a social media monitoring tool, it's pretty much impossible to keep track of all those untagged mentions unless you search for them manually, but that's super unproductive if you ask me.
    CommentsShare
    • Matt Pliszka
      Matt PliszkaCEO & co-founder @ pickSaaS.com

      Brand24 is a great app, especially if you're a business prone to any type of social media critics (like every type of business, nowadays?). It's just a much better way to know what people are saying about your brand then searching it through Google.

    • Mateusz Kurleto
      Mateusz KurletoTech entrepreneur and investor @Neoteric

      A great tool that helps me understand where and how people discuss certain topics like "Alternative to [MyCompetitorName]", "How to [Solve the problem I sell a solution to]" so I can engage personally and try to convert.

  9. 4
    Crisp 2.0

    All-in-one solution to communicate with your customers

    Really descent app at great price! Highly recommend it!
    CommentsShare
    Matthijs
    MatthijsOnline handyman 🐐 · Written
    I love Crisp, easy to use, good price and insane features. If like to test it, use my referral link ;) Buys me a ☕️ https://crisp.chat/?ta=eeUwqPXaTm
    CommentsShare
    • Kunal Arora
      Kunal AroraThe misfit. The rebel. The troublemaker

      Do not use this app. If you want to cancel subscription there support and CEO will say CANCEL it but they don't have any option for cancellation. They simply suck money out of your wallet. DON'T USE THIS!

    • Jordy van Gent
      Jordy van GentPerformance + Growth Marketing

      Used it with a small number of test uers so not sure how they perform with a high traffic site. But the onboarding and installation are easy.

  10. Brad Landthorn made this product
    • Provide omni-channel customer service via web, email, social media and mobile apps • Leverage AI technology to automatically help you handle common customer inquiries • Create a Help Center with FAQs so customers can help themselves • Improve customer engagement and satisfaction through quicker response and resolution times • Send and receive up to 5,000 messages each month for FREE! Thanks, Brad from Agent.ai
    CommentsShare
  11. 2
    Reamaze

    Helpdesk for sites and apps simplifed

    Ryan Troll
    Ryan TrollFounder & CEO at Theory HQ · Written
    I recently implemented this heldesk solution for a client and they've done a good job limiting feature bloat, offer simple and straight forward pricing and their team rocks!
    CommentsShare
  12. Thalassa van Beek
    Thalassa van BeekOnline Marketing | Digital Nomad · Written
    When it comes to customer service via Social Media, I love the inbox that Sprout Social provides. No way that you'll ever miss out on an enquiry ever again.
    CommentsShare
  13. 2
    BoostHQ

    Organizational Knowledge Sharing Platform

    Ehsan Memari
    Ehsan MemariMarketing Director · Written
    Ehsan Memari made this product
    BoostHQ helps organizations Share, Centralize and Discuss internal knowledge. BoostHQ allows customer service teams to have the knowledge that they require right at their finger tips by creating a knowledge respiratory online. Knowledge could be provided by the admins and employees add value by commenting on the uploaded material. This way your team has easy access to the knowledge they require when they need it. Platform comes with a 14-day FREE trial. I highly recommend giving it a try!
    CommentsShare
    • Ehsan Memari
      Ehsan MemariMarketing Director

      BoostHQ could be used as a single online platform for all the files/videos or links of a team or organization.

  14. Jason Grills made this product
    My list can go on and on, but there are some tools that we use for our customer service process regularly. These include: (i) Knowledge base (ii) Ticketing support software (iii) Even survey tool to gather customer feedback But what’s great that we can integrate these tools to our live chat software. We’ve been using ProProfs Chat for 2 years now. And is great and easy to use.
    CommentsShare
  15. 2
    Zigpoll

    Fun and flexible polling widget for your website

    Jason
    JasonProduct Guy · Written
    Jason made this product
    This is a pretty inexpensive choice if you're looking to run surveys on your visitors. We use it to run giveaways in exchange for some feedback regarding our product line. We also use it as an async "have a question?" popup, it makes it really easy to capture emails.
    CommentsShare
    • Zigpoll has helped us incentivize customers to share feedback. Participation rates are high and it's been an amazing tool.

  16. 1
    TextExpander.com

    Keyboard shortcuts updated across all your devices.

    The most robust tool I've ever found for managing canned-responses and macros across multiple apps and multiple users. Helps keep all of your customer-facing text snippets indexed, organized, and consistent across many people.
    CommentsShare
    • Matthew Dunn
      Matthew DunnChief Explainer, Say It Visually

      TE is part of my subconscious; hundreds of shortcuts and snippets.

      Logic like "add <-- -->, then put the cursor in the middle" rocks.

      Fortunately, I bought it before it became a subscription.

      At some point, I'll upgrade OS and I suspect I'll be forced into subscribing because of compatibility. I don't begrudge them running a business, but do think an upgrade discount for previously-paid-users would have been good manners. So - product - excellent. Business approach - needs a bit of work.

  17. 2
    Freshchat

    Catch 'em all. Keep 'em all.

    Arun Sathiya
    Arun Sathiya4Happiness Engineer, Automattic · Written
    Freshchat is a powerful, full-featured modern messaging software for sales and customer engagement. Made for web and mobile chat.
    CommentsShare
    Arieze Evans
    Arieze EvansYour taco eating-IPA drinking-Marketer · Written
    Very easy to navigate and appealing UI! Awesome for customer support, overall it's a great tool!
    CommentsShare
    • Bernardo Campos
      Bernardo CamposProduct Owner at Parafuzo.com

      The analytics section of this product is a joke compared to LiveChat. We use both (for different use cases) and are really unsatisfied with Freshchat. It's really hard to have a good grasp of your operation with such scant reporting capabilities. LiveChat offers much more customization and flexibility. I'd definitely recommend you use that.

      It's also been unreliable of late, where several of our users are unable to use the chat. We've reported the problem and it took them about 5 days to detect it as a bug, and they've returned us an estimated 15 days for the bug to be fixed. This is way too long.

      The only reason we haven't switched over completely is because to integrate LiveChat into our android app, we'd lose native support for push notifications and would have to implement it ourselves. We've researched chat apps quite a bit and definitely recommend LiveChat. We've looked at Intercom too and it looks very promising but would only make sense for us if we switched our e-mail support system (Zendesk) to Intercom as well.

    • Arun Sathiya
      Arun SathiyaHappiness Engineer, Automattic

      This is Freshworks Inc.'s latest offering. Here's Freshchat, a modern live-chat experience for businesses of any kind.

  18. Faasthelp is simple customer support and engagement software which will provide you live chat, knowledge base and ticketing system all in a single window which integrates into your system in less than a minute.
    CommentsShare
  19. 1
    Drag Pro

    Transform Gmail into organized To Do lists (like Trello)

    Nick Timms
    Nick TimmsDrag 2.0 is live today (16th April)! · Written
    Nick Timms made this product
    Give it a go if you want to support customers staying inside Gmail
    CommentsShare
    • Alexandra Balkova
      Alexandra BalkovaMD @Wise Guys, Dealflow @WannaBiz

      Testing for 2 months already, downloaded in December. Despite the bugs, I can not stop using it, cause for now I can't imagine my inbox not being perfectly organized as it was before. I see product is definitely improving, so I believe the team will deal with all the bugs & conflicts with other extensions. Cause Drag helps me a lot. Thanks for the product.

      Comments (3)
    • Peter Banerjea
      Peter BanerjeaCo-Founder, SuccessIsWhat

      Extremely useful for anyone who spends a lot of time communicating outside the company - salespeople, support folks, PR people, procurement guys, etc. What I love most is the simplicity of it - which makes it very easy to get your people to adopt it!

  20. 1
    Demodesk

    Collaborative screen sharing for sales & success teams

    Wilhelm Bacher
    Wilhelm BacherShaping the future of sales @ Demodesk · Written
    Wilhelm Bacher made this product
    Co-browse through the customer's account for onboarding, training, troubleshooting, ... Entirely web-based & no downloads
    CommentsShare
    • Aazar Ali Shad
      Aazar Ali ShadProduct Experience Layer - Userpilot

      We've been using Demodesk since 9 months now. I love the software.

      - The software is robust

      - Never found any problems.

      - Better alternative to Zoom

      - Don't need Calendly

    • Shaan Hathiramani
      Shaan HathiramaniFounder, Flockjay (YC W19)

      At Flockjay we train diverse jobseekers to launch their tech sales careers. So we prioritize having the best and most efficient tools to teach them the sales cycle. Demodesk is amazing in helping us make that happen. Seriously amazing.