In today’s world, customer support is no longer just about taking a phone call every now and then: good customer support has taken on a much larger role and the level of efficiency provided has become very important.
Small businesses, however, often get the short end of the stick when it comes to software and services. The services they want often charge too much, and the software they can afford does not perform the tasks they need done.
Whether you are looking for a customer support tool to help manage the front end or the back end of customer service, the companies listed below are worth a look. Here is Enable’s list of 7 best customer support tools for a small business.
Freshdesk is a cloud-based customer service software used worldwide. One of its many useful features is that it offers multi-channel support, which allows you to stay on top of your customer service no matter how consumers choose to contact you.
Whether your customers contact you via email, phone message, online chat, or another way, FreshDesk compiles it all in one space so you can see all the messages and never forget to respond to a customer. It allows all team members to see that the customer and their concern is taken care of, and prevents overlap and forgetfulness.
Desk.com provides out-of-the-box support to help manage client cases and help customers faster. Desk collects all of your data in one place and helps prioritize them in order of importance. With customizable filters, you can determine how you want your messages stored and ranked.
Desk.com was designed specifically for small businesses and has features such as case management (an automatic filter that assigns tasks to the appropriate agent) and productivity tools (you can create rules for how long each individual task should take). Desk is an easy to use centrally located platform to help you and your business stay on top of things in an organized manner.
ScreenConnect is a remote support system which enables you to remotely oversee all your devices from anywhere in the world with an internet connection. It has a zero-install capability, cutting down on support time, it has firewall traversal, lessening the headache of technician work, and it has multiple sessions allowed, meaning technicians can work on multiple accounts at once. These features all contribute to cutting back on response time, meaning a more efficient and more satisfactory customer support system.
ScreenConnect provides technology solution providers with a quick, secure, powerful way to remotely support clients and end users.
TeamSupport is a business to business (B2B) customer support software whose specialty is external customer support. It provides state-of-the-art customer management, keeping all the details relating to each individual customer in one place.
TeamSupport also provides an integrated product database for easy tracking of your inventory. With a business intelligence reporting system, a Water Cooler internal social tool, and a shared calendar, TeamSupport provides a comprehensive support tool for small businesses.
5) Help Scout
The idea behind Help Scout is replacing those annoying, impersonal form emails that clog your inbox with your name misspelled with personalized, friendly emails that put you in touch with a real person.
With Help Scout, you can create shared email addresses, so you can manage different accounts (billing, contact, info, etc.) from one inbox! And you can link inboxes so that multiple agents can work on the emails and not get overloaded or bogged down with too many.
You can see which of your fellow associates is replying in real time, so you don’t duplicate work, you can categorize emails so they go to the right people on your team, and you can save your most common replies as a template so you can easily access it next time.
Help Scout also can generate reports so you can isolate issues, view productivity, measure performance, and make sure your customers are happy. After all, that’s the goal.
ZenDesk is here to help you make your business relationships easy. It provides multi-channel support, . They provide a live chat service which you can add to your website to make instant answers available to your waiting customers. Customers are three times more likely to make a purchase when you reach out with a chat, not to mention the faster they can get answers, the happier they will be.
You can personalize your interactions with your customers by communicating with them on their favorite messaging apps – Facebook and Twitter. Zendesk also provides an in-depth analytics of customer use of your site, products, and support channels, so you can identify what part of your process needs fixing, and which customers need some more attention.
HappyFox is a practical customer support software that takes multi-channel support systems and turns them all in to tickets to help your team stay organized and reduce chaos. It integrates email, social media, voicemails, chat, web forms, and self-service portals by turning them into actionable tickets for your team members to work on.
HappyFox streamlines customer service with the services your business prefers to use, and keeps every customer interaction in one place.
Customer satisfaction should be the number one goal of your business, and it is easy to get bogged down and have clients’ inquiries and requests fall through the cracks. Using one of these helpful tools can reduce the number of dissatisfied customers by ensuring they get a timely response from one of your team members.
If you are a fresh business, just getting started, without enough clients or inquiries to need to pay for a customer support tool here are some ideas for free customer service help.
You can get quotes for different customer support tools here.
Do you know of any other helpful customer support tools? Let us know in the comments!
Jeremy is the Lead Designer & Owner of Enable. Jeremy is a small business connoisseur who helps the little guys conquer big. When he’s not designing websites or writing blogs, you’ll find him spending time with his wife and family.