Streamline customer service with AI-powered chatbots. Automate responses, reduce wait times, and improve customer satisfaction.
Read our analysis about Botmind
Paid version from US$30.00/month/user
Streamline customer support with intuitive software that tracks tickets, automates responses, and provides real-time analytics.
Free version
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Paid version from €29.00/month/user
This AI chatbot offers instant responses, customisation options, and integration with various platforms to streamline customer interactions.
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Streamline your customer support with efficient software that simplifies tracking, communication and reporting.
Offer seamless omnichannel customer experiences
Free version
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Streamline customer support with powerful software that helps manage customer interactions and improve agent productivity.
Read our analysis about RingCentral Centre de Contact
Free version
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Paid version from €15.00/month/user
Streamline your customer support with an all-in-one solution. Manage tickets, chats, calls and social media from one place.
Read our analysis about LiveAgent
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Streamline your customer support with advanced automation, macros, and integrations to increase efficiency and satisfaction.
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This customer support software offers interactive guides, analytics, and a self-service hub to enhance user experience and improve resolution times.
Paid version from €25.00/month
Streamline customer support with our software. Automate responses, track performance and manage multiple channels in one place.
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Boost your customer support with a powerful software that offers live chat, ticketing, and chatbot features. Streamline your workflow and improve customer satisfaction.
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Enhance your customer support with efficient chat management and automated responses.
Paid version from €49.00/month/user
A customer support software that streamlines communication channels, automates routine tasks, and provides in-depth customer insights, ultimately improving customer satisfaction and retention.
Read our analysis about Zendesk
Paid version from €39.00/month/user
Boost customer satisfaction with efficient support. Streamline communication, track issues, and manage tickets with this software.
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Paid version from €75.00/month/user
Streamline customer support with cloud-based software. Improve team efficiency and customer satisfaction with automated workflows and real-time reporting.
Read our analysis about Service Cloud
Paid version from US$499.00/month/user
Enhance customer satisfaction with intuitive tools for feedback gathering and issue tracking. Streamline your support process and increase engagement.
Free trial
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Paid version from US$59.00/month/user
Offers ticketing, knowledge management, automation, and reporting tools for efficient customer support.
Read our analysis about Vivantio
Improve customer experience with efficient support software that offers automation, ticket management, and self-service options.
Pricing on request
Revolutionize your maintenance operations with advanced predictive analytics software. Improve equipment uptime, reduce costs and streamline your workforce.
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Enhance your customer support with advanced software that offers real-time chat, AI-powered automation, and personalised interactions.
Enhance your customer support with cutting-edge software that streamlines communication, boosts engagement, and increases efficiency.
A customer support software is a professional solution that centralizes multi-channel customer requests and forwards them to the organization’s support department (commercial and technical).
Their fields of activity are governed by the ITIL V3 standard.
Before purchase, these solutions allow consumers to request information about the products they are looking at.
After the purchase, they centralize the requests made to the after-sales service:
The customer support tool collects all customer requests: e-mail, phone, direct chat, social networks. A ticket is created from a form completed online by the customer or internally by the service advisor. It is assigned to an employee (sales manager, technical service, etc.) to be resolved:
The customer who created the ticket can track the progress of his request online. It is automatically notified when it is resolved.
Each agent has an online dashboard. He accesses it via his web browser to track, resolve and close the tickets assigned to him.
The organization’s managers can monitor in real time the evolution of customer satisfaction on a dashboard: observe statistics and generate reports.
We can discuss the functionalities of this software in chronological order: from customer-initiated contact to managers’ analysis of service performance.
The customer contacts the after-sales service and carries out actions:
Based on the actions he has carried out, the request is redirected to the right contact person within the after-sales service.
If the service member cannot directly solve the customer’s problem, he/she creates a ticket internally, categorizes it and forwards it to the department in charge of the category. The service and the customer are notified of the creation of the ticket.
Online requests are systematically ticketed and automatically forwarded to the managers.
These tools work on the same principle as a task manager.
The ticket system allows helpdesks to improve customer relations through requests provided in a single ticket. This provides better visibility of requests for assistance and offers a more effective deployment of actions. Ticketing software helps customers to contact good support and optimizes customer relations.
In addition, agents have access to the most important customer information. All this helps to meet needs and increase productivity in solving customer problems.
Service members have online access to a dashboard on which they can view all the tickets allocated to them.
For each ticket, they perform correlated actions and close them:
Tickets are archived, an automatic notification is sent to the customer.
When the resolution of a ticket involves several employees, ticketing tools allow related tasks to be scheduled and assigned. The ticket holder is automatically notified when the task is completed.
Some customer support tools have a community space that allows Internet users to interact with each other and with internal experts:
A community management tool centralizes and responds to customers’ multi-channel messages.
A Web widget is an interesting way to chat live with your customers. A service interface centralizes all conversations. A predictive analysis tool suggests answers, the user just has to click on the suggestions to send them to the chat room.
A dashboard allows managers to view current tickets by the operator and obtain regular reporting of operations:
With these KPIs, they determine the levers for improving customer satisfaction and transforming them into brand ambassadors.
Synchronizing the customer support tool with the internal Customer Relationship Management tool provides access to the records of customers data who have opened a ticket. In addition, the tool centralizes and stores all interactions with customers (phone, chat, e-mail, social networks, etc.).
Tickets are recorded in the CRM to ensure tracking, traceability and archiving of support tickets.
Customer support tools are perfectly adapted to SMEs and key accounts.
E-commerce companies are the main targets of customer support tool publishers:
Internally, they are used by all after-sales service managers:
Although they are central to improve the customer experience and customer satisfaction rate, customer support tools have certain disadvantages.
Advantages
