20 best customer service software in 2023
For those who have a business on the internet, offering quality support and service can be extremely important to stand out from the competition. In this sense, customer service software and live chat websites are powerful allies in the search for excellence in service and in building relationships with consumers.
Among the chat tool options for teams, some are worth mentioning for being complete and very popular:
What is customer service software?
Customer service tools are software to manage, answer questions, and solve customer problems. Good online chat systems for your business need to be fast in response time, generating greater overall customer satisfaction.
Additionally, it should provide support ticket systems, chatbots and live chat systems, social media integration, and analytics tools that generate reports. These systems help ensure that no requests are overlooked and that customer issues are resolved.
So, without further ado, let’s get to the best customer service software for your business.
1. JivoChat
JivoChat is a popular chat software for websites that’s widely used for its advanced features and ease of use. The tool allows integration with several platforms, such as WordPress, Shopify, and Hotmart, in addition to the main social networks.
JivoChat uses artificial intelligence technology in its chatbot, where a robot answers the most common questions, providing primary customer service. It is also possible to configure automatic messages, which are sent to all channels where the tool is integrated.
Unlike phone calls, with JivoChat you don’t have to listen to every conversation to know if your customers were well served. It simplifies this management by providing chat histories between operators and customers, as well as reports and service quality assessments.
One of the highlights of this tool is the proactive invitation feature, where the operator or the tool itself automatically sends messages to visitors who are browsing the site.
In addition, JivoChat includes marketing features, making it possible to collect data from customers who are visiting the site and thereby generate leads for the sales team. The tool comes with a translator for over 90 languages and has support for all systems, browsers, and mobile devices.
Main features:
- Advanced features;
- Customizable design;
- Ease of use;
- Software and support in several languages;
- Lead generation;
- Proactive invitations.
Downsides:
- Limitations in the free version;
- Machine translation makes some small mistakes.
Price:
- Basic: Free;
- Professional: $19 per agent per month, if billed annually;
- Enterprise: $38 per agent per month, if billed annually.
Jivochat allows you to test its tools for free for 14 days.
2. LiveChat
LiveChat is a chat and customer service software that brings advanced features and integration compatibility with more than 200 platforms such as WhatsApp Business, Facebook Messenger, and Instagram Direct, creating a personalized hub to manage all customer interactions in one only place.
The software has artificial intelligence algorithms in its chatbot that are capable of improving its robot’s responses to customers over time. The chatbot assigns more complex issues to a live agent when some human interaction is needed.
In cases where agents are unavailable, customers can create support tickets that will be seen by agents as soon as they return to work.
In addition, LiveChat has features such as sharing files in chat, blocking unwanted visitors who spam, and organizing conversations through tags, making it easier to manage interactions.
The tool also helps to improve the quality of service by providing satisfaction surveys that are sent to customers after the end of each service via chat.
Main features:
- Unlimited chat history;
- Lead generation;
- Goal tracking;
- Advanced reporting;
- Appointments and reservations scheduler;
- Satisfaction surveys.
Negative points:
- It does not have a free version;
- Steeply priced paid plans.
Price:
- Starter Plan: $20 per agent, per month, if billed annually.
- Team Plan: $41 per agent, per month, if billed annually.
- Commercial plan: $ 59 per agent, per month, if billed annually.
- Enterprise Plan: Individual contract, you need to contact the company.
LiveChat allows you to use the “Tean” plan for 14 days, without the need to register a credit card.
3. Manychat
ManyChat is an advanced platform that offers chatbots and automation in messengers such as WhatsApp, Facebook Messenger, and Instagram Direct. Its interface also stands out from its competitors, being very easy to use due to its drag-and-drop feature.
ManyChat‘s chatbot allows you to perform many actions, such as automatically qualifying leads, recovering abandoned carts, sending coupons and promotions, collecting feedback and reviews, confirming orders, answering support questions, and scheduling appointments.
Furthermore, ManyChat makes it possible to develop strategies that generate significantly higher open and click-through rates compared to other solutions. ManyChat offers a tool called “Audience”, which analyzes customer interactions with the chatbot and profiles these users, providing important insights for the entire team.
ManyChat offers a variety of advanced features, including bulk messaging and message automation, among other features that enhance communication with customers.
Main features:
- Integration with popular messengers;
- Drag and drop interface;
- Recovery of abandoned shopping carts;
- Higher open and click-through rates;
- Marketing tools.
Negative points:
- Long learning curve;
- Limitations on integrations.
Price:
- Pro plan: Starts at $15 per month.
Manychat allows free trial use until reaching 1,000 engagement contacts.
4. Helpshift
Next up, we have Helpshift, an amazing customer service software particularly focused on support for mobile apps. It lets customers get support via chat as well as automated support. The agents can manage the incoming messages through a unified desktop. The platform offers flexible, use-based pricing, so you only pay for what you need.
5. TOPdesk
TOPdesk is a cloud-based software that has several tools to provide chat and customer service options. With more than 90 possible integrations, this program makes support management and workflow creation that much easier. The tool offers a complete solution for companies’ call centers with an application aimed at different support departments, such as IT, HR, or sales.
6. Teamwork Desk
Teamwork Desk is a solution that helps your team efficiently manage your customer requests in one place, ensuring a satisfying customer experience. In addition, Teamwork Desk also offers a mobile application, available for iOS and Android, which allows you to track tickets when you are out of the office, being able to support customers from anywhere and at any time.
7. Freshworks
Freshworks is an online business software used by over 50,000 companies worldwide. Its Freshdesk tool gives agents more information, context, and automation to understand customer needs and provide better service. Freshdesk generates customizable reports from which you can draw insights to improve your customer support service.
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8. LiveAgent
LiveAgent is a feature-packed, all-in-one customer service software that seamlessly integrates with over 250 platforms, spanning major social networks and instant messaging applications. LiveAgent’s customer service and support solution is one of the fastest and easiest to implement on the market and has even received awards for this feature.
9. Intercom
Intercom is a chatbot software with many features, such as product tours, proactive messages, email campaigns, self-service, and much more. With it, it is possible to identify, direct and nurture leads with Clearbit Reveal and Marketo tools. Intercom also allows you to use applications within bots to automate and customize sales flows.
10. Aircall
Aircall is an amazing option for call center support. While phone support tends to be associated with large companies, customers more often than not prefer talking on the phone to solve their issues. Its plans include the ability to set custom business hours, call queueing, and Interactive Voice Response so you can offer pretty sophisticated support.
11. UserVoice
UserVoice is yet another visitor interaction software, however, it is one developed to be used by marketing teams. With it, it is possible to evaluate customer requests by combining qualitative feedback with quantitative product data. The tool offers several features to capture, analyze and track customer feedback on products and support staff.
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12. Zendesk
Zendesk is a platform that offers Help Desk ticketing, issue tracking, and customer service features. Its software is known for its ability to integrate with dozens of content management systems, customer service tools, and web applications. The platform is optimized for use on mobile devices with the Zendesk app. In addition, the tool generates reports that help in the company’s marketing planning.
13. Olark Live Chat
Olark Live Chat is a platform that provides real-time monitoring of visitors and message automation, activated based on specific customer behaviors. This solution allows you to instantly answer any questions or schedule product demonstrations. Thus, Olark Live Chat optimizes communication and service efficiency.
14. Help Scout
Continuing our list of customer service software is Help Scout, a customer service platform geared towards businesses of all sizes. With a familiar interface that feels like an email inbox, it lets you respond to requests from multiple channels like email, Messenger, and chat with precision. Help Scout reduces support volume by allowing customers to find answers on their own through self-service.
15. Front
Front is a one-stop communications management solution. It allows multiple team members to work together answering emails, texts, social media messages, and phone calls, all from a single shared inbox. Additionally, Front boosts team productivity with support for workflow automation and provides in-depth analytics to help your team improve.
16. Purechat
Purechat is a chat solution that is super easy to set up and incredibly intuitive to use. Just sign up and install the Purechat code on the website to start chatting with your customers in a few minutes. Purechat offers a free plan that includes unlimited users and chats, available for up to three websites.
17. Kayako
Kayako offers a multi-channel customer service solution for small and medium businesses looking for a fully integrated, cloud-based support center. Unlike other help desk software, Kayako gives you a complete view of the customer journey. With it, the team will have access to all interactions that a customer establishes with the company and the problems they face even before initiating contact with the support team.
18. Groove
Groove is a chat tool that lets you make interesting customizations, like changing the colors to match your brand, and it also offers over 20 different notification sounds. With it, you can use bots to welcome your customers, get their email addresses, and let them know when an agent is available to assist them.
19. SnapEngage
SnapEngage is a software that enables you to empower your sales team to engage, qualify and convert more leads. Its live chat helps qualify leads to take the next step toward a purchase. With SnapEngage, visitors are proactively engaged based on advanced rules and triggers. You can also use bot technology to provide automatic responses when agents are unavailable.
20. TolvNow
To end our list of customer service software, we present TolvNow, a chat system with some stand-out features, such as scheduling messages to be sent at the times when customers most often open their messages. Another interesting feature is the ability to automatically send messages for birthdays, New Year’s, Christmas, and other commemorative dates. TolvNow can be easily integrated with Google Analytics, making managing your metrics central.
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