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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16 recommended
  1. Vinit Agrawal
    Vinit Agrawal13Co-Founder at Tars (HelloTars.com) · Written
    very useful
    CommentsShare
    Davis
    DavisFounder at Digital Mix Agency · 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
  2. 8
    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
  3. 6
    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
    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.

  4. 5
    Zendesk 3.0

    Software for better customer relationships

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

    A beautiful, simple live chat for websites.✨

    Alex Shvalev
    Alex Shvalev8CEO & 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 PH product 🙌

      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. 5
    BRAND24

    Keep track of your brand online.

    Jakub Rogalski
    Jakub Rogalski35Community 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
    • 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.

    • Matt Pliszka
      Matt Pliszkaresearching SaaS software @ 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.

  7. 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
  8. 2
    Reamaze

    Helpdesk for sites and apps simplifed

    Ryan Troll
    Ryan TrollCofounder @ ProductMaven · 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
  9. 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
  10. 2
    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 AroraCofounder , Erizmo.com

      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.

  11. 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.

  12. 2
    LiveChat

    Premium live chat and help desk software for business.

    Daria Zwierz
    Daria ZwierzOnline Community Enthusiast · Written
    The best tool for quick communication and growing sales.
    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 Pliszkaresearching SaaS software @ pickSaaS.com

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

  13. 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.

  14. 1
    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
    • 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.

      Comments (2)
  15. 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
  16. 1
    Drag Pro

    Transform Gmail into organized To Do lists (like Trello)

    Nick Timms
    Nick TimmsDrag is live today (12th July)! · 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.

    • 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!