Best Customer Service Software in 2018

Not all companies require a complete overhaul of their customer service. Simple changes like sending automated acknowledgement emails or creating a knowledge base for self service can go a long way to wow the customers. You need to compare and choose the right solution for you. In general, customer service software helps keep track of customer requests, automate certain customer support tasks, generate reports, route the right request to the right person, collate customer information in one place and prioritize customer requests. Some products are specifically designed to manage customer interactions on social media platforms, while others come with advanced features, such as, the ability to schedule emergency services and integrate with other programs.  Read the full software guide...


Customer Service Software Guide

What is Customer Service Software?

Customer service software is a type of web-based software that covers every application and board system used by businesses to deal with queries, questions, and complaints in an effective and timely manner.

It includes common features such as help desks, POS and ticketing, contact management, and customer management. More advanced schemes include lead extraction, tutorial platforms, and registration processes.


Different Types of Customer Service Software

There are different types of customer service software. These programs vary on their level of service according to the type of business they support.

  • Proactive support tools – Automate processes involved in support, monitoring, and problem-solving.
  • Preemptive support tools – Foresee service interruption or degradation from existing information collected from log files and other databases. Analytics and cloud-based storage are the primary strength of this type of tool.
  • Self-support tools – Provide a massive pool of information with which users can draw on to troubleshoot and fix issues on their own.
  • Live assisted support tools – Enable interaction and direct communication between personnel and the users in need. The program gives the agents the means to access the customer’s desktop in order to troubleshoot whatever issues their customers are having in real-time.

How to Choose Effective Customer Service Software

Below are some of the features and points you should look into as a user when purchasing customer service software for your business.

Live Chat

Except for a few software types, customer service software often contains live chat to allow agents to interact with customers online. This is crucial as call detail recording (CDR) chat is preferred by customers over phone calls when it comes to interaction methods.

Customer Self-service

With a customer self-service system, customers are provided effective avenues to check the solutions to their problem. Comprehensive FAQs, how-to tutorial pages, and documentation of data are available for customers. For problems not answerable by using the information from these basic self-service solutions, cloud- and online-based tools for self-service allow them to contact agents or to submit tickets.

Customers can also be given a self-care support system. They are given the capacity to update their information in real-time online and to participate in self-help forums about open cases/tickets.

Knowledge Base

For problems solved from previous tickets, complaints, and live assistance, the solution is made available publicly through websites and cloud storage. Effective customer service software also makes this information available to agents or remote users to solve similar problems. The updated solutions and problem descriptions are then stored in a repository for future access.

Multi-channel Management

The reliable software integrates with various platforms for communications with the users. These platforms include chat, email, live chat, Facebook, Twitter, phone, and other means of communication with the customers. The interactions are subsequently kept in the repository and rerouted to their appropriate department/CSR for solving.

Reporting and Analytics

Effective customer service software allows agents and managers to make reports that give insight on key areas within the business such as team performance, time of resolution, customer satisfaction, and other key performance indicators.

Access Controls

Where management is concerned, quality customer service software allows users to modify user groups and permission requirements. This delineates different levels of access to the data as set by the frontline officer and a customer service manager.

Integration with Other Systems

The software allows data exchange with other existing software within the company. An example is an interoperability with other enterprise systems such as CRM systems, ERP systems, and productivity applications.

Resolution Workflow Notification and Management

Customer service software allows higher-tier personnel to create notification schemes for agents to follow up on important issues and problem tickets for the expediency of case resolution. It also is flexible enough that agents can create, manage, and close individual client tickets. In cases demanding further action, the software can also reassign tickets to specific departments/teams or escalate tickets automatically in the platform through natural language analysis.

User Experience

Excellent customer service software allows hassle-free processing from start to finish. As this program will be the bread and butter of a significant percentage of your workforce, ensure you end up with a user-friendly software suite.

Software Scalability

Checking the scalability of the software is as important as considering its every core feature. Businesses do not simply rely on the top-tier software in the market but also on the most adaptable ones. The best customer service software should be as efficient with a higher volume of agents and customers as it would be with a smaller workforce and clientele.

Mobile Support

Not all customer service software solutions are mobile-friendly. Effective ones allow clients to reach your enterprise through tailored mobile web browsing or even a dedicated mobile application. This increases the reach of the customer service, which, in turn, increases the reliability of the service of the business.

Software Reliability and Customer Service

Even the best customer service software sometimes glitches up. Reputable software products though, typically have a specialized support team, reducing downtime. Make sure the software solution you’re eyeing has such a team for quicker and more effective response time.


Benefits of Customer Service Software

Excellent customer service software solutions do not just cater to the consumers and their product complaints, but also provide a better working environment for agents as well. There are many benefits to utilizing customer service software:

Advanced, automated solutions resolve client tickets in a timely and orderly manner. As a result, most businesses with a reliable customer service program have higher satisfaction ratings from their old and new customers, creating a patronage for the product.

Process accountability and transparency allow businesses to keep track of agent productivity and ticket processing details. These, combined with the ability of the software to keep proper documentation of all processes involved in ticket resolution, allow the business to quickly recognize strong and weak points within the system.

Better coordination of the processes and information dissemination ensure the clients have all they need when making their calls. Combined with the sales automation systems, the customer service software allows agents to determine quickly the proper course of action.

Efficient asset management and accountability even at the level of the agents creates an environment of accessibility. When dealing with customer requests, the agents are more capable of catering to the customers’ needs.

Scalability of operations allows businesses to expand operations without investing additional cost to the manual processes such as documentation and storage expansion. Infrastructure scalability of the customer service software gives the businesses the ability to focus on the resolution of the increasing number of demands and calls rather than on the minor details of the software’s expansion.

Customer issue resolution is now easier and faster than before. Excellent customer service software aids businesses in every part of operations. With the potential scalability features of the software, businesses are ensured operations will not be hampered by the increase in the volume of customers or the higher number of agents within the platform.


Common Features of Customer Service

API Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.
Calendar Management Manage and update calendars for scheduling or consolidation of events across teams, departments or business functions.
Chat Live text chat with customers, website visitors, mobile contacts and others.
Click-to-Dial Dial telephone numbers with one click.
Contact Management Manage large amounts of personal or business contacts in a centralized system.
Customer Management Manage customer databases and/or track outstanding shipments, payments and more.
Dashboard Dashboards are digital interfaces commonly used to visualise data or give quick access to important features and functions of online platforms. They often serve as an overview gateway in software applications.
Data Export Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.
Data Import Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.
Data Visualization Data visualization features render a visual interpretation of data sets through the use of charts, infographics and other visual cues generally in form of a reporting dashboard.
Email Integration Integration with email clients or providers to create and send emails as well as view received emails within an application.
External Integrations Integrations with other software products or platforms to improve efficiency and compatibility across systems.
Google Apps Integration Integration with the G Suite, including Gmail, Google Docs, Google Sheets, Google Calendar, etc.
Inventory Tracking Stay on top of inventory levels, to manage the storing, reordering or production of stock items.
Lead Management Manage business leads to improve sales outreach processes or stay on top of prospect inquiries.
Lead Scoring Manually or automatically assign quality scores to business leads to target / segment sales outreach efforts.
Marketing Automation Automate marketing processes, such as outreach emails, customer engagement, chat replies through the use of chatbots and others.
Multi-User Supports more than just one user account and generally allows for collaboration with colleagues.
Net Promoter Score The Net Promoter Score (NPS) is a tool that can be used to gauge the loyalty of a firm's customer relationships.
Notifications Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.
SAP Integration Integrates with common SAP services.
Scheduling Schedule tasks, resources, appointments, payments, communications, etc.
Supplier Management Manage suppliers and purchases required in the day-to-day operation of a business.

Latest User Reviews of Customer Service

Really Simple Systems
Jenna Lovett, Finance and Business Development Manager - Media High Limited
"Honest review"

I have found the software very simple to use, easy to access the help and everyone I ...

Really Simple Systems
Joshua Stock, Client Relationship Manager - Workplace Advice Group
"Great system"

Really simple to use, does exactly what it says on the tin. We were recommended by a...

Really Simple Systems
Andrew Owens, Head of Sales - RISC IT Solutions Ltd
"Positive Review"

Listing reports are so easy! Customisation options, marketing module, web transaction...

Really Simple Systems
Bruce Laing, Head of Technical Support - RISC IT Solutions Ltd
"Really Simple Systems as it says"

We've been using Really Simple Systems (RSS) for 10+ years and they've developed the ...