What are your favorite customer service tools?

Question

Zendesk, Freshdesk, Groove, etc. What have you tried? What do you like? Why?

Patrycja Bilińska · Accepted Answer

Check out HelpDesk. It’s a ticketing system that collects all the messages you get from users in one place and converts them into manageable tickets. What’s more, every time a ticket is created, the app sends a notification to you.

Highly recommend!

Jędrzej Rayski · Answer

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.

Parth Shrivastava · Answer

The best tool for integrated customer service - from live chat, ticketing, chatbots to knowledge-base. Helps you help your customers better.

Kuba Rogalski · Answer

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.

Alex Shvalev · Answer

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.

Answer

Freshdesk helps bring your teams together to deliver exceptional customer support.

Cole Kemmerer · Answer

My favorite customer service tool askneo.io, it helps you build a personal relationship with customers using text message. It is super simple and brings a personal touch :) 
They are launching today Tuesday 7/21 on PH and they have a pretty sick offer!!!
https://www.producthunt.com/posts/askneo

Answer

very useful

Ana Topoljski · Answer

t lets you assign and resolve emails with a simple click. This way my team members have a clear overview of the daily workflow and save up a lot of time, as they are not switching between multiple apps anymore. Also, a big plus is the integrated chat function for single or team chatting (emojis and GIFs😎 included) and the discussions around and emails - loops, which replace forwarding or BCCing people to emails.

P-a Boudenan · Answer

I've been using Crisp for more than 3 years now and I am fully satisfied. 
Crisp offers very advanced features that you can't find with others softwares

Stanislav Dimitrov · Answer

Really descent app at great price! Highly recommend it!

⠅҈͚͛͘҉ͨ͟͝҉̦̾ͬ҉͚́ͅ҉͟͝͠҉͙͚͝҈̢̦͠҉̹͂ͅ҈͉͊͆҉̲̈ · Answer

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

Viduthalai Mani Dharmaraj · Answer

Simple UI and Powerful features

Jeroen Corthout ☕ · Answer

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-intercom-became-a-unicorn-product-b952bb8575c5

Clement Tang · Answer

Stable, easy to use, always evolving.

Davis · Answer

By far!

Answer

Remote working in these times of urgency emerged as a challenge for our business, we were scared as such an emergency or situation never arose earlier forcing our startup to accept ongoing remote working for a considerable amount of time. We decided to try ProProfs Helpdesk. It turned out to be a boon for us. Our support agents are really happy now, more productive and prompt. We are not scared anymore.

We also use ProProfs Project for our team management, Zoom for video conferencing, Google Hangouts for team communication, ProProfs Qualaroo for customer feedback.

Ryan Troll · Answer

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!

Answer

• 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

Valerie Fenske · Answer

Customer service tool is supposed to be convenient for both agents and customers
👉 Dashly can be integrated with manu communication channels - live chat, email, facebook. viber, telegram, and email
👉 It has inbuilt knowledge base 
👉 You can divide agents into teams with certain restrictions and access rights
👉 What's in conversations? Tagging, notes, canned responses, option to assign the conversation to a particular channel or an agent, option to hold a conversation
👉 Quick access to the lead's info from the conversation
👉 Can be designed to embed into your website seamlessly
👉 Has freemium

Duy Nguyen · Answer

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!

Wilhelm Bacher · Answer

Co-browse through the customer's account for onboarding, training, troubleshooting, ...
Entirely web-based & no downloads

Brayn Wills · Answer

I have tried ProProfs Knowledge Base software, and I have to say the tool’s features are quite unique and powerful. I used it to build a customer-facing help center that provides customers with holistic help to whatever issues they have. We keep updating it with new information, based on the insights provided by the tool’s built-in reports. So, for instance, if the reports show a particular set of articles poorly rated by customers, I try to get them improved as soon as possible. This ensures that the help center stays relevant and updated.

Daniil Kopilevych · Answer

HelpCrunch's customer service toolset is pretty robust
Check it out
https://helpcrunch.com

Clément Poupeau · Answer

Good price, easy to use

Dwayne Charrington · Answer

I may not have any favorite customer service tools but, I pretty much like how help desk ticketing system by ProProfs has been doing wonders for the support department of my organization. The “reports” feature of this customer support software enables us to act on customer feedback and improve customer service experience ratings.

Daniil Kopilevych · Answer

Customer service tool + Marketing automation + Sales - HelpCrunch covers it all

Allan Caeg · Answer

This is a unique addition to the list...

Vocus.io particularly suits Client Success. For such scenarios, the vast majority of communications happen via email. (If you're selling & managing high-dollar deals, there's typically a high-touch relationship).

Notable features:

- "if no reply" automated emails & reminders
- email templates & snippets
- CRM integration

Natalia Diacono · Answer

When it comes to complex and time-pressing issues, having the option to call a company is a must. It's a great customer support tool because web visitors can call you with one click and have an amazing user experience, everytime they place a call from their desktop the reaction is "woww this is soo cool and easy". For companies is a complimentary tool to their other channels like chat, because they can choose in which pages the call button should be displayed and to what segment of users. Summing up, SnapCall makes calling simple and fun.

Angela White · Answer

As a startup owner, I have been using ProProfs Survey Maker for the last six months. It has become my favorite tool for customer service. It is easy to edit the beautiful survey templates to create various surveys ranging from customer satisfaction surveys to product satisfaction surveys. You can choose from a variety of 20 questions types based on your survey requirements. For example, NPS scale questions helped us understand our customers' real heartbeat on a rating scale of (0-10). Also, we regularly conduct a survey after every customer service call. This has helped us understand our shortcomings and provide our customers with better service. I hope these details will help you get started with a customer service tool.

Angela White · Answer

As a startup owner, I have been using ProProfs Survey Maker for the last six months. It has become my favorite tool for customer service. It is easy to edit the beautiful survey templates to create various surveys ranging from customer satisfaction surveys to product satisfaction surveys. You can choose from a variety of 20 questions type based on your survey requirements. For example, NPS scale questions helped us understand our customers' real heartbeat on a rating scale of (0-10). Also, we regularly conduct a survey after every customer service call. This has helped us understand our shortcomings and provide our customers with better service. I hope these details will help you get started with a customer service tool.

Angela White · Answer

As a startup owner, I have been using ProProfs Survey Maker for the last six months. It has become my favorite tool for customer service. It is easy to edit the beautiful survey templates to create various surveys ranging from customer satisfaction surveys to product satisfaction surveys. You can choose from a variety of 20 questions type based on your survey requirements. For example, NPS scale questions helped us understand our customers' real heartbeat on a rating scale of (0-10). Also, we regularly conduct a survey after every customer service call. This has helped us understand our shortcomings and provide our customers with better service. I hope these details will help you get started with a customer service tool.

Er. Neha Gaurav · Answer

ProProfs Survey Maker is the best product I have ever used. Top most recommended product for collecting and tracking customer's feedback.

Er. Neha Gaurav · Answer

I’ve been using 3 different products of ProProfs — Live Chat, Help Desk, and Survey Maker — to offer first-class support service to my customers :)

Sona Pisova · Answer

Streamlines all your customer communications into a single unified inbox. It has many useful features such as a native live chat, built-in call center, customer portal, reporting and analytics, automation rules, and much more. It basically eliminates the need for any other customer service tools, and also saves you time because you won't have to monitor multiple social accounts or devices as all tickets arrive in the unified inbox.

Dwayne Charrington · Answer

ProProfs Help desk tops the list for me because it helped my CS team to be more productive, less confusion among them and they never ever miss addressing any customer ticket anymore. ProProfs also has an Impressive knowledge base software and Live chat plugin.

Apart from this we also use Buffer for our social media, Zoom for video conferencing, Google Hangouts for Internal communication, Qualaroo for Customer feedback, Trello for shared project management.

Andre Markoni · Answer

I would definitely recommend it to all.

Himanshu Gupta · Answer

If you want a truly collaborative customer service tool, it’s Hiver. Hiver brings Google Docs-like collaboration to the inbox and is extremely easy to get started on, both from an integration perspective and its short learning curve, given the intuitive UI.

Reasons we love Hiver

1. I love the fact that we don't need a separate helpdesk solution. Hiver is built right into Gmail.
2. Constant updates and new features- they never stop making this product better! 
3. The sidebar on every email where our team can chat and collaborate outside the email thread itself. Once we are on the same page, a team member replies to the client
4. Analytics - Hiver’s in-built analytics feature makes it really easy for us to track the number of conversations that have taken place, how quickly our team is responding to emails, and the average time taken by the team to resolve an issue.

Hiver really helped us improve collaboration and allowed our customer success team to resolve customer problems faster.

Natalie Luneva · Answer

Hi there, I've just published the list of 150+ SaaS tools to accelerate and streamline your business growth! Feel free to check it out and leave your feedback 😉
https://www.producthunt.com/posts/150-tools-to-accelerate-saas-growth
PS. For those founders who are just starting out, you can also save big $$ with this list, because many of the SaaS tools I mention are completely free to use 👌

Amod Nazirkar · Answer

Apart from a help desk ticketing software, we use Qualaroo as a part of our customer service management. It works perfectly well for both product and customer service feedback.

We mostly use question branching and free-form text questions with their survey forms or Nudges™ as they call it, to collect feedback and reviews from the customers about our service via CES surveys.

One of the best features of Qualaroo is their AI-based intent and sentiment analysis tool. We can see the collective visual report of all the feedback which has helped us process negative feedback, identify the issues, and resolve them asap. We totally recommended Qualaroo if you are looking to improve your customer servicing experience.

Michael Jones · Answer

Use Gmail as your team’s Helpdesk. Unbelievable!

Ehsan Memari · Answer

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!

Max Al Farakh · Answer

Jitbit offers a combination of powerful features and an easy to use UI with barely any learning curve.

Daragh O'Shea · Answer

Intercom is an excellent product. By far the best CS product out there.

Pavan Sethi · Answer

Intercom is great for Help sections and user chats.  It's also pretty reasonably priced for what you get.

They also recently added Product Tours, which allow you to easily add in tutorials in your UI without code.   It's a little expensive but they have cheaper plans for small startups.

Danny Matteson · Answer

Intercom is awesome, the only thing that holds me back from using it more is the pricing. Most desk apps scale by # of agents, Intercom by # of customers... this can be prohibitively expensive especially if your support skews towards new users.

Jacqueline von Tesmar · Answer

We use Intercom at Product Hunt and I find it very to be very streamline. A great tool to really get sh*t done. 🙌

Joe Martin · Answer

Love HelpScout. Great team over there, they also have some nice integrations built with CloudApp to add visuals to customer support.

Joe Martin · Answer

Great pick, Zendesk is solid.

Danny Matteson · Answer

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.

Joe Martin · Answer

I used Sprout quite a bit at Adobe, great way to engage on social.

Thalassa van Beek · Answer

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.

Answer

Freshchat is a powerful, full-featured modern messaging software for sales and customer engagement. Made for web and mobile chat.

Swetha Sharma · Answer

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.

Nick Timms · Answer

Give it a go if you want to support customers staying inside Gmail

Jason Grills · Answer

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.

Vineet Gupta · Answer

Honestly, i feel that using a chat service can help you improve your customer service 10 folds. How I understood this? Well, I have been using a live support software for the past 15-16 months. And the results are great.

I can capture potential customers information in real-time and use it while providing support to them in case they have any problems finding relevant information about purchasing a product from our website. ProProfs Chat is definitely fast and helps me and my agents connect with online visitors instantly.

Would recommend people to give this customer service tool a shot.

Shrey Gupta · Answer

I’ve tried ProProfs Chat to manage customer support requests in real-time and so far my experience has been delightful. It’s fast and easy to use, plus it fits my budget. I would definitely recommend it to all.

Jason · Answer

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.

Technology Talk · Answer

Great Pick and Great Tool to know about your Customer Experience Instantly.

piHappiness is ideal for multiple business types ranging from Multinational groups to single shop that involve customers. The platform also comes in handy for Groups, retail chains, Franchised, Multi branch corporates and Single business owners.

Lisa Neu · Answer

Great screen sharing tool for customer success and service

Both presenter and viewer can click and type simultaneously. Demodesk lets you even share control with multiple parties at the same time.

Another awesome thing is that it doesn't require any downloads or extensions. It works out of the box with any device and any browser, lag-free - yes, also Internet Explorer! Anyone can join by just clicking a link.

It's not only a collaborating tool, but also audio & video conferencing tool.

Full disclosure: I work at Demodesk

Jernej Pavlič · Answer

Most of customer support requests come through email. And how do you usually manage a support@ account? With more people.

Loop Email is a probably the best email app for managing an inbox with more people. Just download it, set it up - who do you want to use it with and voila, you can manage multiple support requests with more people.

Shamit Khemka · Answer

You can deliver a personalized customer service using intelligent bots or agents.

Jared Cornell · Answer

When it comes to customer service, my favorite tool is ProProfs Help Desk. Not only does it help me resolve customer questions instantly using a shared inbox, but it also ensures my agents can directly contact and talk the issues out. It has impressive integrations and features at a really affordable price. Turned my customer support around! :)