Customer service is a crucial aspect of any business, and providing excellent support is essential for maintaining customer satisfaction and loyalty. To achieve this, companies rely on a range of tools and technologies, including customer service apps, to streamline their support operations and deliver exceptional service.
In this article, we will explore some of the best customer service apps available in 2021. These apps are designed to enhance your customer support capabilities, improve efficiency, and ensure that your customers receive the assistance they need in a timely and personalized manner.
Whether you’re searching for customer service software, all-in-one help desk tools, customer support apps, or omnichannel support solutions, you’ll find valuable options that meet your specific requirements.
Before we dive into the details, let’s take a moment to understand why customer service apps are crucial for businesses today. According to numerous studies, 90% of consumers consider customer service important in their choice of brands. Therefore, investing in the right customer service tools is not just a necessity but a competitive advantage that can set your business apart from the rest.
Now, let’s explore the top customer service apps that can help you deliver stellar support to your valuable customers.
All-in-one Help Desk Tool
When it comes to efficient customer support, having the right tools in place can make all the difference. That’s where an all-in-one help desk tool like HubSpot Service Hub comes in.
HubSpot Service Hub is a comprehensive help desk and issue tracking solution that simplifies the process of managing customer requests. By consolidating email, live chat, Facebook Messenger, and other software tools into one universal inbox, it eliminates the need to switch between multiple platforms.
With HubSpot Service Hub, your support team can:
- Respond to customer inquiries more efficiently
- Track the status of support tickets
- Automate workflows to streamline processes
By streamlining customer requests and providing a centralized system for communication, HubSpot Service Hub enables faster support and more personalized interactions.
What’s more, HubSpot Service Hub integrates seamlessly with other HubSpot tools like Sales Hub and Marketing Hub, allowing you to create a unified system for sales, marketing, and customer support. This integration enables consistent and seamless customer experiences across different touchpoints.
Implementing an all-in-one help desk tool like HubSpot Service Hub can revolutionize your customer support processes, helping you deliver exceptional service and build lasting customer relationships.
Customer Feedback
When it comes to providing exceptional customer service, collecting valuable feedback from your customers is key. Understanding their needs, preferences, and experiences can help you make informed decisions and improve your support processes. That’s where Nicereply comes in.
Nicereply is an intuitive tool that allows businesses to collect customer feedback easily. With its range of features and seamless integration with various customer support software, Nicereply simplifies the feedback collection process and provides actionable insights.
In-Signature Surveys and Customizable Forms
One of the standout features of Nicereply is its in-signature surveys. These surveys can be customized to capture feedback at the right moment, such as after a customer support interaction or at the end of a transaction. By embedding surveys in your email signatures, you can effortlessly gather feedback without disrupting the customer’s experience.
In addition to in-signature surveys, Nicereply also offers customizable forms that can be embedded on your website or sent via email. These forms allow you to collect feedback on specific aspects of your products, services, or overall customer experience. By tailoring the questions to your business, you can gather targeted insights that help drive improvements.
Metric Tracking for Performance Evaluation
Nicereply goes beyond just collecting feedback – it also provides comprehensive metrics to evaluate your team’s performance. The tool supports widely recognized customer satisfaction metrics like Customer Effort Score (CES), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).
By tracking these metrics over time, you can identify trends, benchmark your performance against industry standards, and focus on areas that need attention. This data-driven approach allows you to make informed decisions and prioritize the changes that will have the greatest impact on customer satisfaction.
Collecting customer feedback with Nicereply is like having a compass for your support team. It helps you navigate the right path to exceptional customer service.
Resources for Continuous Improvement
Nicereply not only provides the tool for collecting feedback but also offers resources and educational materials to help customer support professionals enhance their skills. Their blog, webinars, and industry reports are valuable sources of insights and best practices in customer support.
By staying updated and continuously improving your support strategies, you can ensure that your team is delivering outstanding service at every touchpoint.
| Benefits of Nicereply | Features |
|---|---|
| Effortless customer feedback collection | In-signature surveys |
| Customizable forms for targeted insights | Metric tracking (CES, CSAT, NPS) |
| Actionable insights for informed decision-making | Resources for continuous improvement |
Omnichannel Support
Providing seamless customer support across multiple channels is essential for enhancing customer satisfaction and loyalty. With HelpCrunch’s omnichannel support capabilities, you can effortlessly manage customer inquiries from various communication channels all in one place. Whether it’s live chat, in-app messenger, email, or SMS, HelpCrunch’s shared inbox ensures that no customer message is left unanswered or overlooked.
In addition to efficient communication management, HelpCrunch empowers your customers with 24/7 self-service options. By offering a knowledge base or FAQs on your website, customers can find answers to common questions and resolve issues at any time. This reduces the reliance on your support team for routine inquiries and allows them to focus on more complex customer cases.
To cater to your unique brand and customer experience requirements, HelpCrunch provides customization options for the live chat feature. You can choose from various chat widget designs, customize greetings, and utilize proactive chat triggers to engage visitors and offer assistance proactively.
Integration is also a breeze with HelpCrunch. Connect the platform with popular apps like Slack and Google Analytics to streamline your workflow and further enhance your customer support processes.
Why Choose HelpCrunch for Omnichannel Support?
- Efficiently manage customer inquiries from multiple channels in a shared inbox
- Provide 24/7 self-service options through a knowledge base or FAQs
- Customize the live chat feature to align with your brand and customer experience
- Integrate with popular apps like Slack and Google Analytics for seamless workflow
| Benefits of HelpCrunch Omnichannel Support | Features |
|---|---|
| Efficient and centralized customer communication management | Shared Inbox |
| 24/7 self-service options for customers | Knowledge Base or FAQs |
| Customizable live chat widget to match your brand | Customization options |
| Seamless integration with popular business apps | Integration with Slack and Google Analytics |
Call Center Software
When it comes to effectively communicating with sales and support teams, call center software plays a vital role. One such solution is Aircall, a cloud-based phone system that offers a range of features to streamline customer interactions and enhance collaboration.
With Aircall, you can benefit from:
- Global phone numbers for seamless communication across borders
- Shared call activity feeds for real-time visibility and swift call transfers
- Integration with CRMs, help desks, and collaboration software for centralized customer interactions
By leveraging Aircall, sales and support teams can provide exceptional customer service while maintaining a comprehensive view of customer history. This cloud-based phone system is designed to optimize efficiency, enhance collaboration, and improve customer satisfaction.
Social Media Customer Service Software
In today’s digital age, social media has become a prominent channel for customers to reach out to businesses. To effectively manage customer conversations on various social media platforms, businesses rely on social media customer service software. Two popular platforms that provide seamless social media customer service are Sparkcentral by Hootsuite and Sprout Social.
Sparkcentral by Hootsuite is a cloud-based customer service platform that offers a range of features to enhance your social media customer service. It provides unified inboxes, allowing you to easily manage and prioritize customer inquiries from different social media channels. With real-time monitoring, you can promptly respond to customer messages and engage in timely conversations. The platform also offers routing and assigning capabilities, ensuring that customer queries are directed to the right team members for efficient resolution. Tagging and categorization features help you organize and track customer interactions effortlessly. Furthermore, Sparkcentral by Hootsuite encourages collaboration with its collaboration tools, enabling your team to work together and deliver exceptional customer service.
Sprout Social is another user-friendly platform that seamlessly integrates social media management with customer service. It provides valuable context for customer interactions, allowing your team to have a comprehensive understanding of customers’ needs and preferences. The shared contact views enable your team to have a unified view of customer information, ensuring a personalized and consistent experience across social media channels. Additionally, Sprout Social offers AI automation, enabling you to automate routine tasks and provide efficient support. With Sprout Social, you can effectively manage your social media presence while delivering outstanding customer service.
FAQ
What are some top customer service apps for stellar support?
Some top customer service apps for stellar support include HubSpot Service Hub, Nicereply, HelpCrunch, Aircall, Sparkcentral by Hootsuite, and Sprout Social.
What is an all-in-one help desk tool?
An all-in-one help desk tool is a customer service app that integrates various communication channels like email, live chat, social media, and more into a single platform, allowing for efficient management of customer inquiries and providing personalized interactions.
How can customer feedback be collected easily?
Customer feedback can be collected easily with tools like Nicereply, which offers in-signature surveys and customizable forms embedded in emails to capture feedback at the right moment. These tools integrate with customer support software and provide metrics like CES, CSAT, and NPS to measure customer satisfaction.
What is omnichannel support in customer service?
Omnichannel support refers to the ability of a customer service app to handle customer inquiries and interactions across multiple channels like live chat, email, SMS, and social media. It enables seamless customer experiences and allows businesses to deliver consistent support regardless of the channel.
How does call center software help sales and support teams communicate effectively?
Call center software like Aircall provides a cloud-based phone system that offers global phone numbers and shared call activity feeds. This allows sales and support teams to swiftly transfer live calls and collaborate effectively. It also integrates with CRMs, help desks, and collaboration software to centralize customer interactions and provide a comprehensive view of customer history.
How do social media customer service software tools help businesses manage customer conversations?
Social media customer service software tools like Sparkcentral by Hootsuite and Sprout Social help businesses manage customer conversations on various social media platforms. These tools offer unified inboxes, real-time monitoring, routing and assigning capabilities, tagging and categorization features, and collaboration tools. They enable businesses to effectively manage customer inquiries and provide timely responses on social media.