Online customer service snuck up on us and firmly implanted itself in the way we do business. If you do everything else right but drop the ball on this crucial step then you’re never going to win. Keep your helpdesk running like clockwork and create brand ambassadors in the process by using one of the tools mentioned below.
This list is a part of the larger entrepreneur growth stack: 800+ Curated Growth hacking tools
I think this one’s name says it all. LiveChat allows you to chat with people on your website in real time. Maybe they’re stuck on certain features of your app or would like an online customer service rep to walk them through something. LiveChat will do that for you and more. Installation is simple and you can try it out for free for thirty days before making a final decision.
I stumbled on Help Scout through one of their amazing blog posts. They’ve created a platform that looks good, is easy to use, and works. Like many Online Customer Support Services, they give you the ability to create a knowledge base to cut down on your workload and concentrate on building your core business. Help Scout is a strong solution that should easily meet the needs of your business.
Live Agent has an overwhelming majority of their clients coming from the IT industry usually with 1 to 10 employees. Live Agent has very strong integration options such as Facebook, Twitter, and your contact forms. You can very literally manage all the interactions with your customers from one interface. A great solution if you have a small team and little time.
I’m a fan of Groove because they publish a pretty nice blog. They’re a relatively new provider of customer service software, but will get you up and running in no time. They have a flat rate pricing per user and you can scale it as much as you need as your company grows. All in all, a basic solution that gets you up and running in no time flat.
ManageEngine is a huge player in the online customer service field. They are currently supporting over 120,000 companies and the platform is available in 29 languages. They offer all of the features you’d expect in helpdesk software like a knowledgebase, purchase tracking, trouble ticketing, and so much more. It’s free for one year before you have to upgrade.
Intercom took a new route for helping you interact with your customers. Instead of just giving you a way to carry out email support, they integrate with sales, marketing, and products to create a seamless experience. Just install a few lines of code and start segmenting your users, creating targeted drip campaigns, and, of course, deliver killer support.
There’s just one caveat, Intercom can get expensive so here are a few more alternatives to Intercom if you want all the power without the bill.
Deskero is an online customer service solution with a twist. You can integrate with LinkedIn, Facebook, and Twitter and talk to your customers and potential customers in real time. Of course, it comes with a knowledge base feature that you can use to create answers to frequently asked questions. When you sign up with Deskero, you get access to a number of widgets that you can use to create an even more compelling online customer service machine.
Freshdesk is a very popular solution that many businesses turn to in order to get on the right track with customer service. Freshdesk integrates across multiple channels like email, social media, web chat, and even over the phone. You can also take it a step further by taking advantage of their community forum feature letting your customers help themselves.
Kana is a simple customer service solution based in the cloud that lets you treat your customers like royalty without breaking the bank. They don’t have any groundbreaking features, but their solution works all the time so you never have to worry about dropping the ball.
Desk.com is the preferred online customer support solution for thousands of businesses across the world. The design of the software is big on getting customers to attempt to solve their problems on their own through the knowledgebase which cuts down on the resources you need to allocate for customer complaints.
Kayako comes with a surprisingly long feature list across all of its pricing tiers. In addition to the basics you’d expect in a helpdesk like being able to manage email tickets, they let you take it a step further with mobile support and live chatting. The interface can take a little getting used to, but it’s overall very simple to understand and use.
Parature was brought to you by the good people at Microsoft (or rather bought by the good people at Microsoft) and was built with small to mid-sized businesses in mind. Like a few of the other pieces of software on this list, it integrates with social media to create a seamless experience across platforms. The way t was built allows it to be useful to you no matter what industry you find yourself. All in all, an elegant solution.
SupportBee is another online customer service solution that scales as quickly or as slowly as you want. It offers basic features for small businesses that need to set up a helpdesk fast. There is very little in the way of third party integrations and pricing is based on volume. If you don’t use it then you don’t get charged for it. A simple solution when all you need is to communicate with the people who have a pressing problem.
Zendesk is one of the most popular helpdesk platforms on this list and is used by businesses both large and small. The entry level tier is available for $1 per month per user. One of the strengths of Zendesk is the ability to raise tickets from a large variety of sources from chats to social media. Reporting is robust and gets better the higher your pricing tier. Finally, Zendesk was built with multiple customer services agents in mind and allows your team to make notes and help customers get the most out of what they’re doing.
Zoho Support has quickly become one of the go-to players for companies in the Saas, eCommerce, and IT fields. Like many of the other platforms on this list, the Zoho platform was built to scale as far as you want it to go. Zoho Support pulls in customer service requests from a larger number of sources including forums and allows you to automate a large amount of the workflow. All in all, a good solution that scales with your business.