What is the best customer service management tool?

Question

We currently use Zendesk. We're not happy with all the recent downtime, so looking for alternatives.

Nichole Elizabeth DeMeré · Accepted Answer

Cloud-based customer support software & helpdesk ticketing system that assists customers over email, phone and social channels.

Jakub Rogalski · Answer

If you wanted to consider the not-so-obvious route, I recommend adding a media monitoring tool to your customer services, unless you already did it.

Why? More and more people mention companies all around the web 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 customer service teams, and if you don't have a social media monitoring tool, it's pretty much impossible to keep track of all those untagged mentions.

Searching for them manually would be totally counter-productive, so I think a media monitoring tool could significantly improve the management of your customer service :)

Lizaveta Salianik · Answer

As simple as it may sound Zendesk is so far the most convenient tool I have been using for customer support. 
First and foremost come the features that help to speed up and automatize the process, thus decreasing the response time. Those heroes are Macros and Comments.

Basically, what you do from the very start is create a sheet with the most common issues that could emerge, document the resolution process and make a Macro out of it. Sure, they can be customized and updated based on the issue you are dealing with. And here come the comments which are sort of incomplete Macros, but show up automatically depending on the issue your customer has, which is cool as you can combine several comments to resolve a more complex issue that stated in the Macro. Next come tags which are assigned to numerous cases and just make your search trough billions of tickets, troubleshooting and the whole life in Zendesk easier.

Internal notes. Oh, that's my love! As easy as ABC. If you need to consult the App team for example or reassign it to the warehouse team, you just make a note in the ticket and everything is crystal clear and invisible for the customer:)

Analytics dashboard and the Insight centre, which is more of use to the Marketing team for strategic planning and improving the customer experience ( haven't used that much, but love the reports it shows, especially love being in the leaders on the first response time list!)

Anastasia Vereschagina · Answer

Deskun is a simple and inexpensive tool for customer support. It's easy to use and install and it works in the familiar Gmail or G Suite interface. There's a great number of possible channels of customer communication included.

Nick Timms · Answer

Drag's a newer way of supporting customers. It uses Gmail as a shared inbox with your team :)

Brendhain Reid · Answer

Fantastic and affordable solution for a simple helpdesk ticketing system.

R A I Z A · Answer

I feel like I lurk on every customer service question just to say Intercom first whenever I can! 🔥 Clean interface, easy to use.

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

Jędrzej Rayski · Answer

I like LiveChat because the software offers suitable plans both for small and big businesses. It has a fancy interface and many useful features that allow to speed up customer, generate leads and grow sales.

Sergey Filimonov · Answer

Drift is a good choice if you need to automate getting leads for sales with live demos.

William Hu · Answer

It looks amazing + it works + it's free.

Antoine G · Answer

Fully integrated software with everything you need to build an awesome customer support strategy

Swetha Sharma · Answer

Faasthelp is the simple and easy customer support software where you can reduce 80% of customer support and engagement costs and 3x increase in your customer visits and visit times.
It has 3 best features like live chat, Knowledge base and ticketing system where in live chat you can chat with your customers for clarifying their doubts and any information to be passed on to the customers and also Getting email alerts if you have missed any previous chat.
Amazing Knowledge base articles which can be categorized as private and public as per your requirement. You can add any number of questions, add visuals and screenshots to the questions based on the categories and even search option is available.
Simple helpdesk ticketing system where customers can log, raise their ticket and track those tickets to know the status of the tickets raised.
And finally, all these features are available for you in a single window and can be integrated into your business application in less than a minute.

Vineet Gupta · Answer

From my opinion, ProProfs Chat deserves a mention here. Whether it’s installation time, product support or features; this chat application totally nails all arenas. What I liked the most is pre chat invitations that allows our operators to anticipate the nature of customer queries and deliver better quality responses. Initially we decided to restrict the use to customer support, but later took a step forward to get a sizable number of leads to our funnel. Their customer support is always on their toes and go the extra mile to support our business. Kudos to them.

Dwayne Charrington · Answer

In my opinion, the best customer service management tool is ProProfs Help Desk. It is feature-rich and powered by collaborative email. Major features of this customer support software consist of shared inbox, canned responses, in-built survey, child ticket, issue tracking, reports, ticket prioritization, and much more.

Ricardo Llop · Answer

It's very focussed on Increasing sales, reducing shopping cart abandonment and improve customer loyalty

Vedant Bajpai · Answer

Keeping up with teacher and parent is faster and easier than ever. Share updates and photos, engage with friends and Pages, and stay connected to communities important to you.

This app basically works on three profiles

1.Owner/ Principal

* Owner can handle multiple schools and multiple roles with single login it so easy every detail will be on your fingertips.
* Now have in-house social media with notice creating your event and sharing pictures with school.
* Find every single details of your teacher and it’s so easy that you can change schedule by just selecting the teacher from the present list.
* Very easy to use for their day to day school management problems.
* During PTM just search the name of student and can find the profile, attendance, homework result details in just a click.
* Join the digitalization and enjoy the connection with parents Design your own school on www.home.bbedut .com

2. Teacher/ Staff

* Less than 30 second challenge just voice out the name of the student and clicks only on absent and leaves. Still miss someone can change it any time any place. But only by the teacher who took the attendance.
* Why to discuss about the homework well you can send it just on click and even attachment can be sent in the form of image, pdf, excel. Even result can be schedule with timing so ease your voice and pen enjoy to connect with whole class with single clicks.

3. Student / Parents

* Now it is so easy to connect to the school and find every updates about the school on your app.
* Connected with school on tracking of your bus and providing leaves to the school.

The Blackboard app does more than help you stay connected with your friends and interests. It's also your personal organizer for storing, saving and sharing. It's easy have full control over your photos and privacy. The security is the most important patch in which we provide NDA with Schools on individual Data Security.

Blackboard is Free and always be because our company vision consists of to help each single child on this planet to fulfill their dreams.

The most important desktop features of Blackboard is data entry part and managing multiple things from web it can be only govern by the Owner and principal of the school at www.home.bbedut.com

Lullaby Tom · Answer

I love it. You won't regret using it.

Brendhain Reid · Answer

Intercom really is THE best. There are cheaper options out there, but none have as much functionality as Intercom. Live Chat and Email Support, in-app messages, announcements, onboarding and retention messages etc.

Katrina Moody · Answer

Intercom is robust and constantly improving what they offer in each of their areas. I especially like the way it allows you to set up autoresponders targeted to specific users. Since you can set up custom attributes, you can extend it far beyond other options I've seen. There are a few things I don't like about it, but they are responsive to constantly adding new features and enhancements.

Catherine Crandall · Answer

Great user experience

Willie Morris · Answer

Zendesk is infinitely scalable and has a ton of options. A bit of a learning curve, but solid. We also really like the analytics.

Sarah Kennedy · Answer

It’s an incredible customer service management tool for Gmail teams!

Sarah Kennedy · Answer

It’s an incredible customer service management tool for Gmail teams!

Vitaliy Verbenko · Answer

It's a really simple, easy-to-use helpdesk ticketing system, customer community and knowledge base. Feedback / contact tab included, too :)