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8l-7.248 7.248-1.697-1.697 5.551-5.552z"></path></svg><meta itemProp="name" content="Ticketing System"/><meta itemProp="position" content="3"/></li><li itemProp="itemListElement" itemscope="" itemType="https://schema.org/ListItem" class="Breadcrumbsstyle__Crumb-sc-16xz1hx-2 iYXkfi"><span data-interaction-type="link-primary" aria-current="page" itemProp="item" class="Breadcrumbsstyle__FauxLink-sc-16xz1hx-4 ihQZPj Linkstyle__LinkRoot-sc-1cm3ukq-2 hPvZoB"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">customer service software</span></span><meta itemProp="name" content="customer service software"/><meta itemProp="position" content="4"/></li></ol></nav><section id="hero" class="Basestyle__BaseRoot-sc-3zktjg-1 cSjCXy"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 btaUcD Gridstyle__Row-sc-1uhmtis-1 sc-5b6a3bbf-3 bEEqbX fOrgla" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 bbWTuI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 erblZw">Customer service software</h1><h5 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">Your customers are the most important part of your business. Customer service software enables you to build better customer relationships.</h5><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT"><a href="/sg/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Free trial</a><a href="/sg/demo" data-interaction-type="button-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 endJfX" data-garden-id="buttons.anchor" data-garden-version="8.76.2">View demo</a></div></div><div class="StyledCol-sc-inuw62-0 cZPYkB Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" fetchpriority="high" src="https://web-assets.zendesk.com/images/p-capabilities/ticketing-system/hero-2x.jpg" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></div></section></div></div></div></div></section></div><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Complete guide to the best customer support software</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD">Last updated November 21, 2023</p><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer support software is the backbone of a great customer experience. But knowing which tools are right for your business, vetting providers, and getting the system implemented is no easy task.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">To help you with that, we’ll start with the basics of customer support software: what it is, the different types, and how it benefits your team. Then we’ll get into best practices, the latest trends, and an overview of the best available tools. To wrap up, we’ll walk through how to think about choosing the ideal customer support software for your organization.</p> <img alt="Ticketing system for customer service software" loading="lazy" src="https://web-assets.zendesk.com/images/p-support-features/support-screenshot-2x.png"/> <br/><br/> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Feel free to skip around by clicking through the table of contents below:</p> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a href="#definition" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Definition of customer service software</a> </li><li><a href="#benefits" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Main benefits</a> </li><li><a href="#types" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">5 key types of software</a> </li><li><a href="#best-practices" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Best practices for customer service software & apps</a> </li><li><a href="#trends" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Customer service software trends</a> </li><li><a href="#tools" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">15 customer service software tools</a> </li><li><a href="#summary" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">A summary of the top customer service software solutions</a> </li><li><a href="#how-to-choose" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Choosing software for your business</a> </li><li><a href="#trial" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Try customer service software for free</a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="definition"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What is customer service software?</h2><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service software is any program that helps an organization provide assistance and/or advice to the people who buy or use their products.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The most basic role of customer service software is to provide a centralized system, known as a <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/help-desk-software/features/ticketing-system" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ticketing system<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, where service agents can track, prioritize, manage, respond to, and resolve customer queries or employee requests en masse. Customer service software also includes any tool that helps inform or facilitate <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/blog/important-customer-service-skills/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service delivery<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This includes tools such as knowledge bases, messaging apps, automation software, analytics dashboards, and more.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service software is often integrated with <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/sell/features/crm-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">CRM software<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> to give agents access to contextual data, such as a customer’s purchase history, from external sources. This equips a support team with context about who a customer is, where they’re coming from, and why they’re reaching out—regardless of channel.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">How does customer service software work?</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">At its most basic level, customer service software enables businesses to improve customer service delivery by unifying customer conversations and information across channels and systems in a single location.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Why do small businesses need customer service apps?</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Small businesses need customer service applications to help organize, prioritize, and consolidate customer service inquiries. When used well, customer service apps enable quicker, more reliable, and more personalized responses to customer inquiries. This helps small businesses set themselves apart with superior customer service.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="benefits"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Benefits of customer service software</h2><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service platforms can benefit companies of all sizes and types—from multinational enterprises supporting millions of other businesses in multiple languages, to small consumer-facing businesses that need to answer customer questions quickly without hiring an army of support reps.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Here are some key benefits of customer service software:</p> <ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 cGHfGt list-num-circle"><li> <b>Drives customer satisfaction and loyalty</b><br/> <br/>When service agents have the information and tools they need to provide fast, personalized responses to customers, they can deliver better service. With better service, your customers are less likely to churn and more likely to become loyal buyers. <br/>And since <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/blog/zendesk-customer-experience-trends-report-2020/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">52 percent of customers<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> go out of their way to buy from brands they’re loyal to, more loyalty usually means more sales. In this way, by facilitating improved service, customer service software can help your business grow with more satisfied, loyal customers. </li><li><b>Streamlines self-service</b><br/> <br/><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/customer-experience-trends/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">63 percent of customers<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> always or almost always start with a search of a company's online resources when they have an issue. For enterprises, the challenge is managing a system for creating and updating those resources in real-time. <br/>Customer service platforms enable your business to streamline knowledge base creation and management, saving agents time and providing customers with the resources they need. Plus, you can track how your customers are using your knowledge base to help inform further self-service improvements. </li><li><b>Fosters a seamless agent experience</b><br/> <br/>Customer service tools help agents access and use the customer information they need, when and where they need it. These tools also facilitate improved internal collaboration with shared inboxes and greater efficiency with streamlined workflows. The result is agents that are more prepared and motivated to provide better customer care. All that leads to greater productivity, saving the business time and resources. </li><li><b>Gives businesses the ability to scale smarter</b><br/> <br/>At a certain point, rudimentary tools like spreadsheets aren’t enough to facilitate transparent internal and external customer service communications. But without effective collaboration among your service team, maintaining high levels of customer satisfaction as your business grows is nearly impossible. <br/>Customer service applications give a business the power of customer-centric agility. In other words, they enable a company to grow and scale based on the needs of its customers. </li><li><b>Enables smaller teams to do more, faster</b><br/> <br/>The speed of 'first reply' is one of the biggest influencers on customer satisfaction. But with so many service channels and the growing demand for personalization, service agents need customer service apps to help them respond to and resolve issues faster. <br/>And the data backs this up: in the <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/blog/zendesk-benchmark-established-companies-win-digital-transformation/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Benchmark Guide for Enterprise<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, the top-performing service teams have almost double the ticket-to-agent ratio of other companies. The way they perform well with fewer agents is by using customer service software that enables each agent to do more. </li></ol> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="types"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Types of customer service software</h2><div class="sc-5b6a3bbf-0 eWFVKO"><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a href="#chat" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Live chat</a> </li><li><a href="#phone" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Phone support</a> </li><li><a href="#email" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Email</a> </li><li><a href="#knowledge-base" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Knowledge base</a> </li><li><a href="#messaging" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Messaging</a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/blog/customer-service-skills/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Customer service</a> can be internal—supporting the employees within a company—or external—supporting the people who buy or use its products or services.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Each customer service channel is often considered a different type of customer service. Here are the <a href="/sg/blog/types-of-customer-service-know/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">main types of customer service</a> you should know about:</p> <h3 id="chat" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Live chat</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/service/messaging/live-chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Live chat software</a> enables agents to solve customer issues in real-time, from where they already are, such as the homepage of your website or inside your mobile app.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This gives a business the ability to be proactive and get ahead of an issue before it happens or even occurs. For instance, an e-commerce company might offer live chat on its checkout page to answer frequently asked questions before a customer abandons their cart.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Live chat also enables a business to offer support around the clock. While your agents are busy being humans, <a href="/sg/service/messaging/chatbot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">chatbots</a> can handle customer requests for them.</p> <h3 id="phone" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Phone support</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A phone conversation remains an effective way to solve a customer’s problem, especially for high-stakes issues. It’s sometimes even more effective than drawn out email conversations or real-time chatting, thanks to the personal touches that come with a phone call like a human’s voice.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With features like call recordings, smart internal routing, access to the full customer history, and automatic ticket creation, <a href="/sg/service/voice/call-center-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">call center software</a> enables customer service representatives to be more strategic.</p> <h3 id="email" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Email</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Email is the bread and butter of customer support. Similar to the phone, it’s long-ingrained, and remains a preferred channel among older generations.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Email often serves as an internal form of support as well as an external one. A Human Resources, Payroll, or IT team, for example, could use email to answer questions for full-and part-time employees.</p> <h3 id="knowledge-base" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Knowledge base</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With a <a href="/sg/service/help-center/knowledge-base-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">knowledge base</a>, community forum, or customer portal, support teams can empower customers to self-serve. In fact, <a href="/sg/blog/zendesk-customer-experience-trends-report-2020/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">81% of customers</a> would rather figure out an issue on their own.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">But this is only possible if support teams have tools to make knowledge creation and upkeep easy. For instance, AI can flag when content is out-of-date or when a new article topic is needed. It can also use agents’ collective knowledge to automate resolutions for low-touch tickets.</p> <h3 id="messaging" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Messaging apps</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The proliferation of messaging channels—like WhatsApp, Apple Business Chat, and Facebook Messenger—has changed the way that people get in touch.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">That convenience factor has made its way to customer service as well. Customer service software apps allow customers to get in touch over the same messaging channels they use to communicate with friends and family.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The benefit of using customer service software to communicate over messaging channels is the ability to keep conversations and context in a centralized location. If resolving a customer’s issue starts with a message then necessitates a follow-up phone call, all of that information is logged within the same support ticket.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="best-practices"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Best practices for customer service apps & software</h2><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service software promises exciting capabilities, but those promises break if the people using that software don’t follow best practices. Here are four best practices that’ll help your team exceed expectations:</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Meet customers on their own terms</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customers don’t care about terms like omnichannel. But companies should.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The experience that omnichannel customer service can provide is a massive differentiator and a key tool for cultivating loyalty. What omnichannel means is offering all the channels that customers expect for communicating with your company — email, chat, phone, text, and social media.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This creates trust and comfort for the customer because they can communicate with you in the same way they already talk to friends and family.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Make personalization possible</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The information you need to figure out what your customers want from your products and services is probably available to you, and possibly already pouring in. This data can feed engagement strategies with insights on when, where, and how to engage customers.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">And it works: <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/customer-experience-trends/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk findings<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> show companies that leverage the most data see 36 percent faster resolutions and a 79 percent reduction in wait time while solving four times the customer requests.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">If you don’t know where to start, a good first step is to use an open and modern CRM platform so you can link data sources to create and offer personalized service based on real customer preferences.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Invest in effective collaboration</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">There’s a reason that <a target="_blank" rel="noopener noreferrer" href="https://www.statista.com/statistics/657936/companies-with-worst-customer-service-us/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">in this list of companies<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> with the worst customer service ratings, giant telecoms, banks, and airlines dominate the top ranks. Giant companies are complex, and it’s a lot harder to find the right person to talk to when there are thousands of employees—for both agents and customers.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This is what makes it so important to give your teams easy ways to reach out to other departments, so you can streamline communication and internal workflows, giving agents the context they need, when they need it to provide more responsive support.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="trends"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Current trends for customer service platforms</h2><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When you’re thinking about an investment in a customer service platform, whatever tool you choose will evolve and change. Don’t worry, that’s a good thing. You want tools that can evolve as your business, and the world, change. But that also means you need to keep an eye on how the world of customer service management is changing.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Here are a few of the top customer service trends you’ll want to keep in mind as you use or consider using, new software.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Data-driven personalization as the price of entry</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The idea of tapping into data from across the organization to facilitate personalized, contextually relevant customer service is not particularly new. What is new is the greater accessibility of tools that enable data-driven personalization and a broader realization among executives of the value of customer data.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">In fact, the most recent <a target="_blank" rel="noopener noreferrer" href="https://www.hnkpmgciosurvey.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">KPMG CIO Survey<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> showed that when it comes to attracting customers, 91 percent of CIOs know that how they handle and use customer data is becoming equally important as a company’s products and services offerings.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">In the past, a truly data-driven customer experience was too resource-intensive for most companies. But with more powerful, affordable software, tapping into data to serve your customers better isn’t so much a differentiator. It’s more like the price of entry.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Customer service teams are focusing on efficiency</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Well before COVID-19, hiring managers had stiff competition for quality agents. So much so that most teams were expecting more growth in customer requests than in headcount. The pandemic poured lighter fluid on that fire, creating even more resource constraints. The result has been a greater focus on using the right culture, solutions, and data visibility to improve efficiency.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Still, only around half of customer service agents say they have adequate tools for measuring and reporting on the metrics that are most important to their support team. And almost 40% are neutral.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This gap presents an opportunity for CIOs and other IT leaders to again prioritize customer experience—the sum of every touchpoint each customer encounters with the business—before approving another redundant or risky point product.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Blending customer service and customer success</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Traditional customer service is reactive. Customers have a problem, they reach out to an organization, and they’re routed to an agent or resource that can help them solve their issue. But the world’s fastest-growing companies are delivering customer service more proactively.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Rather than reacting, these organizations tailor their service to ensure their customers reach their goals.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Some enterprises are even building dedicated customer success teams as a complement(or replacement) for their service teams. While traditional customer service is far from obsolete, it’s clear that executives, managers, and agents are rethinking how they define customer service.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="tools"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">15 best customer service software tools to enhance the customer experience</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 dFXoyF bullet-default"><li>  <br/><span>Zendesk</span>  </li><li> <br/><span>Sprout Social</span>  </li><li> <br/><span>Hootsuite</span>  </li><li> <br/><span>MailChimp</span>  </li><li> <br/><span>Apple Business Chat</span>  </li><li> <br/><span>Facebook</span>  </li><li> <br/><span>SurveyMonkey</span> </li><li> <br/><span>Slack</span>  </li></ol> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 dFXoyF bullet-default" start="9"><li>  <br/><span>Recurly</span>  </li><li> <br/><span>NICE inContact CXone</span>  </li><li> <br/><span>EZOfficeInventory</span>  </li><li> <br/><span>Boss Solutions Suite</span>  </li><li> <br/><span>Jira Service Desk</span>  </li><li> <br/><span>LiveAgent</span>  </li><li> <br/><span>Freshdesk</span>  </li></ol> </div> </div> </div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customers expect to communicate with companies using the channels they prefer, which now represent a host of technologies to staff efficiently and connect to your tech stack. Here are some customer service tools that help a business provide great customer service.</p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. <a href="/sg/service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk</a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk’s customer service software empowers businesses to build effortless customer experiences. Conversations flow seamlessly across channels, leading to greater productivity and satisfaction all around.</p> <img alt="Zendesk Agent Workspace customer service software tool" loading="lazy" src="https://web-assets.zendesk.com/images/p-zendesk-support-suite/overview/product-screens/feng-shui-2x.png"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD">Zendesk Agent Workspace customer service software tool</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The <a href="/sg/service/agent-workspace/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Agent Workspace</a> within Zendesk’s Suite equips agents with all the tools they need to collaborate with each other, other teams, and deliver fast, personalized responses on any channel—from a single, unified interface.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk’s customer service software is quick to implement, easy to use, and scales to fit the needs of businesses of any size:</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><b>Zendesk for enterprise companies</b><br/></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Enterprise companies need the right balance of simplicity and sophistication to align large teams and technology around what matters most—their customer. Zendesk equips an enterprise organization with the tools it needs to meet the needs of a diverse customer base on the channels of their choice while ensuring the experience is a personal one.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A large, dispersed company also means managing multiple agents and their many unique skill sets. Zendesk provides flexibility to customize your support solution with tools like advanced workflow capabilities and AI-powered automation and self-service—which means tickets get to the right agents, and agents have the knowledge they need to solve any problem.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The <a href="/sg/service/ticketing-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk ticketing system</a> also seamlessly integrates with other tools, data, and communications across all departments to ensure smooth customer interactions and fewer miscommunications within complex operations.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/enterprise/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about Zendesk’s enterprise customer service software.</a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><b>Zendesk for SMBs</b><br/></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk gives small and mighty teams the gift of efficiency. It’s powerful yet easy-to-use and designed to help your customer service team work better together, making the most of their time and energy. Plus, it’s easy to customize with the tools you already use so you can build on what you have.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">By working within Zendesk’s centralized workspace, you’ll have all the tools you need to keep track of customers' questions and share the information they need, right when they need it. And, by using Zendesk’s AI-powered automations and dynamic workspaces, your team can work smarter, faster, and reach more customers.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/smb/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about Zendesk’s SMBs customer service software.</a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><b>Zendesk for Startups</b><br/></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When you provide your customers with the experience they expect, you win their trust and loyalty in return. Zendesk’s omnichannel support solution empowers startups to be wherever their customers are. Integrate support channels like email, chat, and phone into one place, and save time by offering self-service options.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The best part? Zendesk for Startups provides a free 6-month credit—including access to tailored resources and a growing network and community of customer experience leaders.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/startups/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about Zendesk’s startup customer service software.</a></p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features of Zendesk's customer service software</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Ticket routing </li><li>Live chat software </li><li>Native integrations </li><li>Knowledge base </li><li>API </li><li>Tracking and reporting </li><li>Self-service portal </li><li>Community forums </li><li>Automation </li></ul> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. <a target="_blank" rel="noopener noreferrer" href="https://sproutsocial.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Sprout Social<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="Sprout Social social media tool" loading="lazy" src="https://media.sproutsocial.com/uploads/PI_Listening_Competitive_Analysis_Performance.png"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://media.sproutsocial.com/uploads/PI_Listening_Competitive_Analysis_Performance.png" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With the ever-growing adoption of social media for communication, customer service software that helps support teams deliver cohesive social support experiences is immensely valuable. Through its combination of sales, support, marketing, social media monitoring, and engagement features, Sprout Social helps facilitate conversations across all social media channels.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">And by connecting social media teams and support agents, Sprout Social eliminates disconnected or siloed communication and workflows.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Reporting and analytics </li><li>Automation </li><li>Tracking and reporting </li><li>Customer segmentation </li><li>Social media monitoring/management </li><li>Post scheduling </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/apps/support/sprout-social/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about Sprout Social's Zendesk integration.</a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. <a target="_blank" rel="noopener noreferrer" href="https://hootsuite.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Hootsuite<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="Hootsuite social media tool" loading="lazy" src="https://hootsuite.com/uploads/images/craft/components/detail/assignments@3x.jpg"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://hootsuite.com/uploads/images/craft/components/detail/assignments@3x.jpg" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Hootsuite helps teams engage with customers and schedule content across multiple social networks from one secure web-based dashboard. Its wide range of features and a large library of integrations make Hootsuite a solid overall tool for service operations.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Combined with Zendesk through a native integration, you can use Hootsuite to create, update, review, and edit tickets from social media. With Hootsuite and Zendesk, you remove the silos that often pop up between social and support teams. The result is better, more seamless customer interactions across all channels.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Automation </li><li>Tracking and reporting </li><li>Customer segmentation </li><li>Social media monitoring/management </li><li>Post scheduling </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/apps/support/hootsuite/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about the Zendesk app for Hootsuite.</a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. <a target="_blank" rel="noopener noreferrer" href="https://mailchimp.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">MailChimp<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="MailChimp email marketing tool" loading="lazy" src="https://eep.io/images/yzco4xsimv0y/7rvZ6DqlNQBy7pGIrzwijV/0faa8756d7219013b3e6d607e8546bf2/HQ-automations_cjb_03.png"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://eep.io/images/yzco4xsimv0y/7rvZ6DqlNQBy7pGIrzwijV/0faa8756d7219013b3e6d607e8546bf2/HQ-automations_cjb_03.png" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">MailChimp enables businesses to create, send, and track email newsletters, signup forms, and event invitations. Teams can personalize emails with targeted customer segments when integrating a customer support system like Zendesk Support.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">But even more than that, for a smaller business, MailChimp can double as an all-in-one marketing platform. Though you’ll need one of their more expensive plans, you can use MailChimp to create landing pages and ad campaigns, track performance, and automate emails.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Tracking and reporting </li><li>Contact management </li><li>Landing page and email design tools </li><li>Automation </li><li>Social media monitoring </li><li>Live chat </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/apps/support/mailchimp-campaign/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about connecting Zendesk Support and Mailchimp.</a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. <a target="_blank" rel="noopener noreferrer" href="https://www.apple.com/ios/business-chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Apple Business Chat<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="Apple Business Chat messaging tool" loading="lazy" src="https://developer.apple.com/design/human-interface-guidelines/business-chat/images/bc-rich-link-yes.png"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://developer.apple.com/design/human-interface-guidelines/business-chat/images/bc-rich-link-yes.png" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With Apple Business Chat, customers can get answers to their questions, schedule appointments, resolve issues, and make purchases—without leaving the messenger.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">To ensure a consistent and seamless conversational experience over custom messaging channels like Apple Business Chat, a business will need a messaging partner, such as Sunshine Conversations.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Native integrations </li><li>Booking </li><li>Payments </li><li>Image/audio/video file support </li><li>API </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/support/apple-business-chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about integrating Apple Business Chat into Zendesk Support.</a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. Facebook</h3> <img alt="Facebook Messenger messaging tool" loading="lazy" src="https://www.socialmediaexaminer.com/wp-content/uploads/2020/04/facebook-messenger-create-automated-responses-1-750.png"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://www.socialmediaexaminer.com/5-creative-ways-to-use-facebook-messenger-for-business/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.messenger.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Facebook Messenger<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> and <a target="_blank" rel="noopener noreferrer" href="https://www.whatsapp.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">WhatsApp<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> enable customers to get fast, convenient messaging support on phones messaging support on phones all over the world. With a CRM platform like Sunshine Conversations, customers can do everything from change a hotel reservation, pay a bill, or find the perfect lipstick color—inside the messaging thread.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Native integrations </li><li>Booking </li><li>Payments </li><li>Image/audio/video file support </li><li>API </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/message/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about using popular messaging channels like WhatsApp and Facebook Messenger with Zendesk. </a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">7. <a target="_blank" rel="noopener noreferrer" href="https://www.surveymonkey.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SurveyMonkey<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="SurveyMonkey customer survey tool" loading="lazy" src="https://cdn.smassets.net/assets/cms/cc/uploads/Screen-Shot-2019-08-05-at-12.23.19-PM.png"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://www.surveymonkey.com/curiosity/build-it-for-me/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">SurveyMonkey is a customer service tool that provides businesses with templates for a plethora of customer surveys to glean insight into things like product feedback and CSAT. And with SurveyMonkey’s extensive library of integrations, you can easily work this tool into your existing workflow.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">In other words, SurveyMonkey enables you to gather feedback from customers or employees with minimal disruption to you and them.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Live results tracking </li><li>Polling </li><li>Tracking and reporting </li><li>Image/audio/video file support </li><li>Email distribution </li><li>Native integrations </li><li>API </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/apps/support/surveymonkey/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about the SurveyMonkey app integration with Zendesk.</a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">8. <a target="_blank" rel="noopener noreferrer" href="https://slack.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Slack<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="Slack communication tool" loading="lazy" src="https://a.slack-edge.com/9b527/marketing/img/homepage/hp-prospect/channels/image/bring-your-team-together-in-channels.jpg"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://a.slack-edge.com/9b527/marketing/img/homepage/hp-prospect/channels/image/bring-your-team-together-in-channels.jpg" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Slack allows internal customers to seamlessly get support from IT or HR departments, from the same channel they use to communicate with their teammates. When combined with an AI-powered bot, like Zendesk’s Answer Bot, employees can self-serve over Slack at scale.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When integrated with a customer service software solution, Slack also enables agents to better communicate with each other when solving tickets for more streamlined collaboration and faster.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Live chat </li><li>Video conferencing </li><li>Messaging </li><li>Native integrations </li><li>API </li><li>Community forums </li><li>Surveys </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/apps/support/slack/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about Slack for Zendesk Support.</a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">9. <a target="_blank" rel="noopener noreferrer" href="https://recurly.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Recurly<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="Recurly subscription management tool" loading="lazy" src="https://files.readme.io/0f6d027-Screen_Shot_2018-05-25_at_11.58.32_AM.png"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://files.readme.io/0f6d027-Screen_Shot_2018-05-25_at_11.58.32_AM.png" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Recurly provides a versatile subscription billing management platform to handle the entire subscriber lifecycle. When integrated with a support system like Zendesk Support, agents will no longer have to switch to separate tabs or systems to view or change customer subscription details.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Plus, Recurly is powerful in its own right, enabling your team to easily manage subscriptions, offer discount codes, set up recurring payments, and more.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Native integrations </li><li>API </li><li>Self-service portal </li><li>Automation </li><li>Subscription management </li><li>Multiple payment options </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/apps/support/recurly-for-support/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about Recurly for Zendesk.</a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">10. <a target="_blank" rel="noopener noreferrer" href="https://www.niceincontact.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">NICE inContact CXone<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="NICE inContact call center software tool" loading="lazy" src="https://marvel-b1-cdn.bc0a.com/f00000000091204/www.niceincontact.com/-/media/niceincontact/module-content/background-image-and-text/marketecture.ashx?rev=3c87b49dc6174c6bbe63c63c634d5105&h=1218&w=2551&la=en&hash=4CA74588D20BA2A190B345978F62287C"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://marvel-b1-cdn.bc0a.com/f00000000091204/www.niceincontact.com/-/media/niceincontact/module-content/background-image-and-text/marketecture.ashx?rev=3c87b49dc6174c6bbe63c63c634d5105&h=1218&w=2551&la=en&hash=4CA74588D20BA2A190B345978F62287C" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">NICE inContact CXone Agent consolidates customer context and contact center controls into a single interface for more efficient agents and better customer experiences. What really sets NICE inContact apart is its breadth of features for more sophisticated, larger service operations.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">In addition to voice solutions, ticketing routing, and other standard customer service capabilities, NICE also provides valuable workforce and quality management tools that enable your service managers to continuously improve their team’s performance.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Ticket routing </li><li>Workforce management </li><li>Customer surveys </li><li>Live chat software </li><li>Native integrations </li><li>Knowledge base </li><li>API </li><li>Tracking and reporting </li><li>Self-service portal </li><li>Automation </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/apps/support/nice-incontact-cxone-agent-for-zendesk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about NICE inContact CXone Agent for Zendesk.</a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">11. <a target="_blank" rel="noopener noreferrer" href="https://www.ezofficeinventory.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">EZOfficeInventory<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="EZOfficeInventory asset tracking software tool" loading="lazy" src="https://www.ezofficeinventory.com/zen/images/public_pages/ezo_landing_page/home_page.png"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://www.ezofficeinventory.com/zen/images/public_pages/ezo_landing_page/home_page.png" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">EZOfficeInventory enables organizations across the world to manage tickets and incidents regarding equipment, assets, and inventory.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Typical use cases might include an employee filing a ticket about their broken computer or a person in the field requiring help using a drill machine: EZOfficeInventory manages asset-related details while a support tool like Zendesk manages the ticket workflow.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Native integrations </li><li>Knowledge base </li><li>Asset tracking </li><li>Barcode scanning </li><li>Maintenance scheduling </li><li>API </li><li>Tracking and reporting </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/apps/support/ezofficeinventory/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about the EZOfficeInventory app integration with Zendesk.</a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">12. <a target="_blank" rel="noopener noreferrer" href="https://www.boss-solutions.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Boss Solutions Suite<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="BOSS Solutions ITIL tool" loading="lazy" src="https://www.boss-solutions.com/images/slider/bossdesk/1.png"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://www.boss-solutions.com/images/slider/bossdesk/1.png" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Boss Solutions Suite provides businesses with a fully integrated ITIL-based help desk software and IT asset management solution available on-premise or on the cloud. Their customers include public, education, and healthcare institutions.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">In addition to ticket routing, knowledge management, and self-service, Boss Solutions provides asset, incident, and change management capabilities.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Ticket routing </li><li>Native integrations </li><li>Knowledge base </li><li>API </li><li>Tracking and reporting </li><li>Self-service portal </li><li>Automation </li></ul> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">13. <a target="_blank" rel="noopener noreferrer" href="https://www.atlassian.com/software/jira/service-desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Jira Service Desk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="Jira service desk tool" loading="lazy" src="https://wac-cdn.atlassian.com/dam/jcr:dc7a8fa1-8cd7-4533-8ba9-1a0950b2a2cb/IM-workflow.png?cdnVersion=1207"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://www.atlassian.com/software/jira/service-desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Jira Service Management empowers IT teams with a modern service desk that has everything they need out-of-the-box, including ITIL-certified processes. Jira is developed by Atlassian and it bills itself as the solution to silos between developers, operations, and IT.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">All that said, non-IT customer service professionals may find that Jira’s feature set is excessive for their needs. If you’re not sure, go ahead and take JIRA for a spin; they offer 7-day free trials and they have a free plan that can give you a feel for the software.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Ticket routing </li><li>Live chat software </li><li>Native integrations </li><li>Knowledge base </li><li>API </li><li>Tracking and reporting </li><li>Self-service portal </li><li>Automation </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/apps/support/jira/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Learn more about Jira for Zendesk.<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">14. <a target="_blank" rel="noopener noreferrer" href="https://www.liveagent.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">LiveAgent<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="LiveAgent customer service tool" loading="lazy" src="https://cdn.liveagent.com/app/uploads/2019/10/Tickets-export-in-inbox-all-tickets-1.jpg"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://cdn.liveagent.com/app/uploads/2019/10/Tickets-export-in-inbox-all-tickets-1.jpg" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">If your service team spends a lot of time serving customers with live chat, LiveAgent is definitely a tool to consider. LiveAgent improves live chat service delivery with features like real-time typing view, website monitoring for chat engagement, and proactive chat invitations based on the active agent availability.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">LiveAgent is an especially solid solution for smaller service teams that use WordPress. And its large library of native integrations allows your team to seamlessly work it into their existing workflows. Plus it has native integrations for many of the most popular apps that support teams use.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Ticket routing </li><li>Live chat software </li><li>Native integrations </li><li>Knowledge base </li><li>API </li><li>Tracking and reporting </li><li>Self-service portal </li><li>Community forums </li><li>Automation </li></ul> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">15. <a target="_blank" rel="noopener noreferrer" href="https://freshdesk.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Freshdesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="Freshdesk customer service software" loading="lazy" src="https://website-assets-fd.freshworks.com/attachments/cjojux6fu0049tnfz0otiywnq-insights-made-more-accessible-2x-b65acc39.one-half.png"/> <p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD"><a target="_blank" rel="noopener noreferrer" href="https://website-assets-fd.freshworks.com/attachments/cjojux6fu0049tnfz0otiywnq-insights-made-more-accessible-2x-b65acc39.one-half.png" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image credit<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Freshdesk helps customer service teams streamline collaboration and automation with its intuitive interface and affordable price. In their more expensive plans, Freskdesh offers all the key features you’d expect in customer support management software including team dashboards, social signals, ticket routing, and chatbots.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Another nice perk is that through Freshworks Academy, you can offload some of the burden of training your agents on the system.</p> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Ticket routing </li><li>Live chat software </li><li>Native integrations </li><li>Knowledge base </li><li>API </li><li>Tracking and reporting </li><li>Self-service portal </li><li>Community forums </li><li>Automation </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="summary"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Comparison chart of top 15 customer service software</h2><div class="sc-5b6a3bbf-0 eWFVKO"><br/><br/> <div style="overflow-x:auto"> <table class="sc-2a70aa94-0 bmdwwe"><thead><tr><th><div style="text-align:center"><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><b>Customer Service Software</b></h6></div></th><th><div style="text-align:center"><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><b>Conversation Routing</b></h6></div></th><th><div style="text-align:center"><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><b>Live Chat Software</b></h6></div></th><th><div style="text-align:center"><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><b>Native Integrations</b></h6></div></th><th><div style="text-align:center"><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><b>Ticket Routing</b></h6></div></th><th><div style="text-align:center"><h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><b>API</b></h6></div></th></tr></thead><tbody><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Zendesk</div></h6> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Sprout Social</div></h6> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">HootSuite</div></h6> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">MailChimp</div></h6> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">X</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Apple Business Chat</div></h6> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Facebook</div></h6> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">SurveyMonkey</div></h6> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Slack</div></h6> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Recurly</div></h6> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">NICE inContact CXone</div></h6> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">EZOffice Inventory</div></h6> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Boss Solutions Suite</div></h6> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Jira Service Management</div></h6> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">X</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Live Agent</div></h6> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td></tr><tr><td> <h6 class="Headingstyle__HeadingRoot-sc-150xww-0 koqEIv"><div style="text-align:center">Freshdesk</div></h6> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td><td> <div style="text-align:center">✓</div> </td></tr></tbody></table> </div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="how-to-choose"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">How to choose the best customer service management software for your business</h2><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Your customer service software is key to your support team’s day-to-day operations. So finding the right mix of tools is a big deal.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">To help you think about what tools might be the best for your team, read through the six questions listed below:</p> <div itemType="https://schema.org/FAQPage" class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rmd8e76:--trigger:0" role="button" tabindex="0" aria-controls=":Rmd8e76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Is customer service software easy to implement?</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rmd8e76:--panel:0" aria-hidden="true" aria-labelledby=":Rmd8e76:--trigger:0" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service software’s ease of implementation depends on many individual factors. How easy one system is to implement versus another depends on your desired integrations, workflows, customization needs, and other factors.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">That said, web-based customer service tools are generally easier to implement than desktop-based software. Still, in the vast majority of cases, businesses should be able to start servicing customers with software that fits into their existing infrastructure within a few days.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rmd8e76:--trigger:1" role="button" tabindex="0" aria-controls=":Rmd8e76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Does the customer service app provide agents with collaboration tools?</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rmd8e76:--panel:1" aria-hidden="true" aria-labelledby=":Rmd8e76:--trigger:1" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"> The best customer service software app equips agents with collaboration tools and streamlines workflows so they can work better together and solve customer questions efficiently.</p> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For instance, with skills-based routing, agents are served questions based on expertise, such as product area or language. And when customer service software integrates with other internal tools, like email and Slack, agents can share best practices across departments.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rmd8e76:--trigger:2" role="button" tabindex="0" aria-controls=":Rmd8e76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Will customer service software allow you to seamlessly scale?</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rmd8e76:--panel:2" aria-hidden="true" aria-labelledby=":Rmd8e76:--trigger:2" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">As a business grows, so should its customer service. Support software should have options to accommodate a growing company, like the ability to seamlessly add or remove channels and integrate new systems and software.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rmd8e76:--trigger:3" role="button" tabindex="0" aria-controls=":Rmd8e76:--panel:3" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Does customer service software come with analytics and reporting?</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rmd8e76:--panel:3" aria-hidden="true" aria-labelledby=":Rmd8e76:--trigger:3" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/sg/service/analytics/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Customer service analytics</a> help a business understand if goals are being met and if strategies are working. Reporting enables every necessary stakeholder to see what they need to.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":Rmd8e76:--trigger:4" role="button" tabindex="0" aria-controls=":Rmd8e76:--panel:4" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Is customer service software customizable to your business’ needs?</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":Rmd8e76:--panel:4" aria-hidden="true" aria-labelledby=":Rmd8e76:--trigger:4" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The ideal customer service provider is configurable to support any workflow and powerful enough to handle the most complex business, but flexible enough to scale at any pace. It should also come with <a href="/sg/apps/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">apps and integrations</a> to enable agents to customize their workspace. </p> </div></section></div></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="trial"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Try Zendesk’s customer service software for free</h2></div><div class="StyledCol-sc-inuw62-0 jHrYwl Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Seamless communication, personalized to your customers and centralized for your agents, doesn’t have to be a distant dream for you and your team. Zendesk’s customer service system combines it all—integrated customer data, knowledge base management, ticketing, live chat, and much more, to elevate your customer reach and bridge the gaps within your business.</p><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT"><a target="_blank" rel="noopener noreferrer" href="//www.zendesk.com/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Free Trial<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gUTDzE Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Tap into more knowledge</h2></div></div><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 elZec Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Keep exploring the world of customer service software and global customer support.</p></div><div class="StyledCol-sc-inuw62-0 dpHgeZ Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT sc-e2fe0354-2 cTaaEo"><a target="_blank" rel="noopener noreferrer" href="https://support.zendesk.com/hc/en-us/articles/203662026-Creating-custom-roles-and-assigning-agents-Enterprise-" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Create custom roles and assign agents</span><svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a><a target="_blank" rel="noopener noreferrer" href="https://support.zendesk.com/hc/en-us/community/posts/203494848-Lifecycle-of-a-Problem-Ticket" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Lifecycle of a problem ticket</span><svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a><a href="/sg/internal-help-desk/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Internal help desk</span></a><a href="/sg/service/voice/call-center-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Call center software</span></a><a href="/sg/service/messaging/live-chat/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Live chat software</span></a><a href="/sg/service/help-center/community-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Community forum software</span></a><a href="/sg/help-desk-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Help desk software</span></a><a href="/sg/service/help-center/customer-portal-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Customer portal software</span></a><a href="/sg/service/help-center/knowledge-base-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Knowledge base software</span></a><a href="/sg/help-desk-software/features/ticketing-system/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Ticketing system software</span></a></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 bprRik"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 hdAZgg Gridstyle__Row-sc-1uhmtis-1 Basestyle__BaseMainRow-sc-3zktjg-0 bEEqbX hlIKQB" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 dARgPK Gridstyle__Col-sc-1uhmtis-2 Basestyle__BaseColTextRoot-sc-3zktjg-2 hmvmFG eEwYbU" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">See which Zendesk plan works best for you.</h2><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT"><a target="_blank" rel="noopener noreferrer" href="//www.zendesk.com/register/" 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hmvmFG fbaGOf" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 hpSOeB">Top Features</h2><ul><li><a href="/sg/service/ticketing-system/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Ticketing system</span></a></li><li><a href="/sg/service/messaging/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Messaging & live chat</span></a></li><li><a href="/sg/service/help-center/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa 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data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Help desk ticketing software</span></a></li><li><a href="/sg/service/messaging/live-chat/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Live chat software</span></a></li><li><a href="/sg/service/help-center/knowledge-base-software/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Knowledge 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service software","tier-structure":"Customer Service Management Software","tier-parent-url":"/service/ticketing-system/","tier-header":"/support/features/","tier-hero-bgimage":"/support/features/","tier-hero-headline":"Customer service software","tier-hero-heading-text-color":"#fff","tier-bg-hero-color":"4","tier-cta-1-text":"Free 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difference","tier-copy-body":"The management of customer service is closely aligned with customer relationship management (CRM). CRM applications are used to gather information on preferences, buying habits and the customer experience. Groups like Sales, Customer Support and Marketing use CRM data to devise strategies to manage and improve customer service.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nThe essence of a good customer service system is its database. Any company from a small business to an enterprise can implement the software application. But true management of the customer service function depends on training the users to create tickets and record all customer interactions. A robust database contains every contact with every customer.","tier-copy-image":"","tier-video-id":"","tier-video-color":"Select One","tier-video-screen":""},{"tier-copy-headline":"Better customer service","tier-copy-body":"Companies that provide the best customer experience receive more positive feedback and enjoy the benefits of greater loyalty. They have better access to their customers and more accurate knowledge of customer needs. They can create the content, resources, processes and solutions that result in greater customer satisfaction.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nThe greatest long-term benefit is in marketing and sales. Happy customers buy more. By providing better management of their customer service, companies can strengthen customer relationships and improve sales.","tier-copy-image":"","tier-video-id":"","tier-video-screen":""},{"tier-copy-headline":"The best time","tier-copy-body":"There is never a wrong time to deliver excellent customer service. But deploying customer service software -- even in a free software solution -- can require planning. At a minimum, the solution should provide basic functions such as helpdesk, ticket management, automation, knowledge base, multichannel communication, social media and live chat. It should also include cloud integration so that employees have real-time access to customer data from anywhere.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nCRM and customer service management software systems are designed to improve customer relationships. Free solutions deliver limited functions at no up-front cost, but they usually lack strong customer support resources, leaving companies to create their own fixes and fend for themselves. Some organizations discover that the most expensive software they ever bought was \"free.\"","tier-copy-image":"","tier-video-id":"","tier-video-screen":""}],"tier-center-screen-img":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-video-header":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-video-checkbox":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-video-headline":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-video-body":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-video-id":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-video-color":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-video-screen":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-quote-header":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-quote-checkbox":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-quote-img":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-quote-body":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-quote-author":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-quote-title":"Zendesk makes all your customer interactions count by providing your employees with a full platform for customer service management and CRM. The fully integrated software solution includes everything needed to improve customer relationships through automated processes and systems.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nZendesk lives entirely in the cloud and boosts the productivity of agents and contact center teams, leading to better customer service and sales.","tier-resource-header":"//www.zendesk.com/register","tier-resource-checkbox":"1","tier-resource-headline":"Tap into more knowledge","tier-resource":"We have more to say about this. Have a look below.","tier-cta-header":[{"tier-copy-headline":"The difference","tier-copy-body":"The management of customer service is closely aligned with customer relationship management (CRM). CRM applications are used to gather information on preferences, buying habits and the customer experience. Groups like Sales, Customer Support and Marketing use CRM data to devise strategies to manage and improve customer service.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nThe essence of a good customer service system is its database. Any company from a small business to an enterprise can implement the software application. But true management of the customer service function depends on training the users to create tickets and record all customer interactions. A robust database contains every contact with every customer.","tier-copy-image":"","tier-video-id":"","tier-video-color":"Select One","tier-video-screen":""},{"tier-copy-headline":"Better customer service","tier-copy-body":"Companies that provide the best customer experience receive more positive feedback and enjoy the benefits of greater loyalty. They have better access to their customers and more accurate knowledge of customer needs. They can create the content, resources, processes and solutions that result in greater customer satisfaction.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nThe greatest long-term benefit is in marketing and sales. Happy customers buy more. By providing better management of their customer service, companies can strengthen customer relationships and improve sales.","tier-copy-image":"","tier-video-id":"","tier-video-screen":""},{"tier-copy-headline":"The best time","tier-copy-body":"There is never a wrong time to deliver excellent customer service. But deploying customer service software -- even in a free software solution -- can require planning. At a minimum, the solution should provide basic functions such as helpdesk, ticket management, automation, knowledge base, multichannel communication, social media and live chat. It should also include cloud integration so that employees have real-time access to customer data from anywhere.\r\n\u003cbr/\u003e\u003cbr/\u003e\r\nCRM and customer service management software systems are designed to improve customer relationships. Free solutions deliver limited functions at no up-front cost, but they usually lack strong customer support resources, leaving companies to create their own fixes and fend for themselves. Some organizations discover that the most expensive software they ever bought was \"free.\"","tier-copy-image":"","tier-video-id":"","tier-video-screen":""}],"tier-cta-checkbox":"1","tier-cta-headline":"See which Zendesk plan works best for you.","tier-cta-2-text":"Get started","tier-cta-2-url":"//www.zendesk.com/register/","tier-copy-nav-button-text":"Learn more","tier-copy-nav-button-url":"//www.zendesk.com/support/","tier-copy":[{"tier-copy-headline":"What is customer service software?","tier-copy-body":"\u003cp\u003eCustomer service software is any program that helps an organization provide assistance and/or advice to the people who buy or use their products.\u003c/p\u003e\r\n\r\n\u003cp\u003eThe most basic role of customer service software is to provide a centralized system, known as a \u003ca href=\"https://www.zendesk.com/help-desk-software/features/ticketing-system\"\u003eticketing system\u003c/a\u003e, where service agents can track, prioritize, manage, respond to, and resolve customer queries or employee requests en masse. Customer service software also includes any tool that helps inform or facilitate \u003ca href=\"https://www.zendesk.com/blog/important-customer-service-skills/\"\u003ecustomer service delivery\u003c/a\u003e.\u003c/p\u003e\r\n\r\n\u003cp\u003eThis includes tools such as knowledge bases, messaging apps, automation software, analytics dashboards, and more.\u003c/p\u003e\r\n\r\n\u003cp\u003eCustomer service software is often integrated with \u003ca href=\"https://www.zendesk.com/sell/features/crm-software/\"\u003eCRM software\u003c/a\u003e to give agents access to contextual data, such as a customer’s purchase history, from external sources. This equips a support team with context about who a customer is, where they’re coming from, and why they’re reaching out—regardless of channel.\u003c/p\u003e\r\n\r\n\u003ch3\u003eHow does customer service software work?\u003c/h3\u003e\r\n\u003cp\u003eAt its most basic level, customer service software enables businesses to improve customer service delivery by unifying customer conversations and information across channels and systems in a single location.\u003c/p\u003e\r\n\r\n\u003ch3\u003eWhy do small businesses need customer service apps?\u003c/h3\u003e\r\n\u003cp\u003eSmall businesses need customer service applications to help organize, prioritize, and consolidate customer service inquiries. When used well, customer service apps enable quicker, more reliable, and more personalized responses to customer inquiries. This helps small businesses set themselves apart with superior customer service.\u003c/p\u003e\r\n\r\n\u003cspan id=\"benefits\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Benefits of customer service software","tier-copy-body":"\u003cp\u003eCustomer service platforms can benefit companies of all sizes and types—from multinational enterprises supporting millions of other businesses in multiple languages, to small consumer-facing businesses that need to answer customer questions quickly without hiring an army of support reps.\u003c/p\u003e\r\n\r\n\u003cp\u003eHere are some key benefits of customer service software:\u003c/p\u003e\r\n\r\n\r\n\u003col class=\"list-num-circle\"\u003e\r\n\u003cli\u003e\u003cb\u003eDrives customer satisfaction and loyalty\u003c/b\u003e\u003cbr\u003e\r\n\u003cp\u003eWhen service agents have the information and tools they need to provide fast, personalized responses to customers, they can deliver better service. With better service, your customers are less likely to churn and more likely to become loyal buyers.\u003c/p\u003e\r\n\r\n\u003cp\u003eAnd since \u003ca href=\"https://www.zendesk.com/blog/zendesk-customer-experience-trends-report-2020/\"\u003e52 percent of customers\u003c/a\u003e go out of their way to buy from brands they’re loyal to, more loyalty usually means more sales. In this way, by facilitating improved service, customer service software can help your business grow with more satisfied, loyal customers.\u003c/p\u003e\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cb\u003eStreamlines self-service\u003c/b\u003e\u003cbr\u003e\r\n\u003cp\u003e\u003ca href=\"https://www.zendesk.com/customer-experience-trends/\"\u003e63 percent of customers\u003c/a\u003e always or almost always start with a search of a company's online resources when they have an issue. For enterprises, the challenge is managing a system for creating and updating those resources in real-time.\u003c/p\u003e\r\n\r\n\u003cp\u003eCustomer service platforms enable your business to streamline knowledge base creation and management, saving agents time and providing customers with the resources they need. Plus, you can track how your customers are using your knowledge base to help inform further self-service improvements.\u003c/p\u003e\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cb\u003eFosters a seamless agent experience\u003c/b\u003e\u003cbr\u003e\r\n\u003cp\u003eCustomer service tools help agents access and use the customer information they need, when and where they need it. These tools also facilitate improved internal collaboration with shared inboxes and greater efficiency with streamlined workflows. The result is agents that are more prepared and motivated to provide better customer care. All that leads to greater productivity, saving the business time and resources.\u003c/p\u003e\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cb\u003eGives businesses the ability to scale smarter\u003c/b\u003e\u003cbr\u003e\r\n\u003cp\u003eAt a certain point, rudimentary tools like spreadsheets aren’t enough to facilitate transparent internal and external customer service communications. But without effective collaboration among your service team, maintaining high levels of customer satisfaction as your business grows is nearly impossible.\u003c/p\u003e\r\n\r\n\u003cp\u003eCustomer service applications give a business the power of customer-centric agility. In other words, they enable a company to grow and scale based on the needs of its customers.\u003c/p\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003cb\u003eEnables smaller teams to do more, faster\u003c/b\u003e\u003cbr\u003e\r\n\u003cp\u003eThe speed of 'first reply' is one of the biggest influencers on customer satisfaction. But with so many service channels and the growing demand for personalization, service agents need customer service apps to help them respond to and resolve issues faster.\u003c/p\u003e\r\n\r\n\u003cp\u003eAnd the data backs this up: in the \u003ca href=\"https://www.zendesk.com/blog/zendesk-benchmark-established-companies-win-digital-transformation/\"\u003eZendesk Benchmark Guide for Enterprise\u003c/a\u003e, the top-performing service teams have almost double the ticket-to-agent ratio of other companies. The way they perform well with fewer agents is by using customer service software that enables each agent to do more.\u003c/p\u003e\u003c/li\u003e \r\n\u003c/ol\u003e\r\n\r\n\u003cspan id=\"types\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Types of customer service software","tier-copy-body":"\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"#chat\"\u003eLive chat\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#phone\"\u003ePhone support\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#email\"\u003eEmail\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#knowledge-base\"\u003eKnowledge base\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#messaging\"\u003eMessaging\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/blog/customer-service-skills/\"\u003eCustomer service\u003c/a\u003e can be internal—supporting the employees within a company—or external—supporting the people who buy or use its products or services.\u003c/p\u003e\r\n\r\n\u003cp\u003eEach customer service channel is often considered a different type of customer service. Here are the \u003ca href=\"/blog/types-of-customer-service-know/\"\u003emain types of customer service\u003c/a\u003e you should know about:\u003c/p\u003e\r\n\r\n\u003ch3 id=\"chat\"\u003eLive chat\u003c/h3\u003e\r\n\u003cp\u003e\u003ca href=\"/service/messaging/live-chat/\"\u003eLive chat software\u003c/a\u003e enables agents to solve customer issues in real-time, from where they already are, such as the homepage of your website or inside your mobile app.\u003c/p\u003e\r\n\r\n\u003cp\u003eThis gives a business the ability to be proactive and get ahead of an issue before it happens or even occurs. For instance, an e-commerce company might offer live chat on its checkout page to answer frequently asked questions before a customer abandons their cart.\u003c/p\u003e\r\n\r\n\u003cp\u003eLive chat also enables a business to offer support around the clock. While your agents are busy being humans, \u003ca href=\"/service/messaging/chatbot/\"\u003echatbots\u003c/a\u003e can handle customer requests for them.\u003c/p\u003e\r\n\r\n\u003ch3 id=\"phone\"\u003ePhone support\u003c/h3\u003e\r\n\u003cp\u003eA phone conversation remains an effective way to solve a customer’s problem, especially for high-stakes issues. It’s sometimes even more effective than drawn out email conversations or real-time chatting, thanks to the personal touches that come with a phone call like a human’s voice.\u003c/p\u003e\r\n\r\n\u003cp\u003eWith features like call recordings, smart internal routing, access to the full customer history, and automatic ticket creation, \u003ca href=\"/service/voice/call-center-software/\"\u003ecall center software\u003c/a\u003e enables customer service representatives to be more strategic.\u003c/p\u003e\r\n\r\n\u003ch3 id=\"email\"\u003eEmail\u003c/h3\u003e\r\n\u003cp\u003eEmail is the bread and butter of customer support. Similar to the phone, it’s long-ingrained, and remains a preferred channel among older generations.\u003c/p\u003e\r\n\r\n\u003cp\u003eEmail often serves as an internal form of support as well as an external one. A Human Resources, Payroll, or IT team, for example, could use email to answer questions for full-and part-time employees.\u003c/p\u003e\r\n\r\n\u003ch3 id=\"knowledge-base\"\u003eKnowledge base\u003c/h3\u003e\r\n\u003cp\u003eWith a \u003ca href=\"/service/help-center/knowledge-base-software/\"\u003eknowledge base\u003c/a\u003e, community forum, or customer portal, support teams can empower customers to self-serve. In fact, \u003ca href=\"/blog/zendesk-customer-experience-trends-report-2020/\"\u003e81% of customers\u003c/a\u003e would rather figure out an issue on their own.\u003c/p\u003e\r\n\r\n\u003cp\u003eBut this is only possible if support teams have tools to make knowledge creation and upkeep easy. For instance, AI can flag when content is out-of-date or when a new article topic is needed. It can also use agents’ collective knowledge to automate resolutions for low-touch tickets.\u003c/p\u003e\r\n\r\n\u003ch3 id=\"messaging\"\u003eMessaging apps\u003c/h3\u003e\r\n\u003cp\u003eThe proliferation of messaging channels—like WhatsApp, Apple Business Chat, and Facebook Messenger—has changed the way that people get in touch.\u003c/p\u003e\r\n\r\n\u003cp\u003eThat convenience factor has made its way to customer service as well. Customer service software apps allow customers to get in touch over the same messaging channels they use to communicate with friends and family.\u003c/p\u003e\r\n\r\n\u003cp\u003eThe benefit of using customer service software to communicate over messaging channels is the ability to keep conversations and context in a centralized location. If resolving a customer’s issue starts with a message then necessitates a follow-up phone call, all of that information is logged within the same support ticket.\u003c/p\u003e\r\n\r\n\u003cspan id=\"best-practices\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Best practices for customer service apps \u0026 software","tier-copy-body":"\u003cp\u003eCustomer service software promises exciting capabilities, but those promises break if the people using that software don’t follow best practices. Here are four best practices that’ll help your team exceed expectations:\u003c/p\u003e\r\n\r\n\u003ch3\u003eMeet customers on their own terms\u003c/h3\u003e\r\n\u003cp\u003eCustomers don’t care about terms like omnichannel. But companies should.\u003c/p\u003e\r\n\r\n\u003cp\u003eThe experience that omnichannel customer service can provide is a massive differentiator and a key tool for cultivating loyalty. What omnichannel means is offering all the channels that customers expect for communicating with your company — email, chat, phone, text, and social media.\u003c/p\u003e\r\n\r\n\u003cp\u003eThis creates trust and comfort for the customer because they can communicate with you in the same way they already talk to friends and family.\u003c/p\u003e\r\n\r\n\u003ch3\u003eMake personalization possible\u003c/h3\u003e\r\n\u003cp\u003eThe information you need to figure out what your customers want from your products and services is probably available to you, and possibly already pouring in. This data can feed engagement strategies with insights on when, where, and how to engage customers.\u003c/p\u003e\r\n\r\n\u003cp\u003eAnd it works: \u003ca href=\"https://www.zendesk.com/customer-experience-trends/\"\u003eZendesk findings\u003c/a\u003e show companies that leverage the most data see 36 percent faster resolutions and a 79 percent reduction in wait time while solving four times the customer requests.\u003c/p\u003e\r\n\r\n\u003cp\u003eIf you don’t know where to start, a good first step is to use an open and modern CRM platform so you can link data sources to create and offer personalized service based on real customer preferences.\u003c/p\u003e\r\n\r\n\u003ch3\u003eInvest in effective collaboration\u003c/h3\u003e\r\n\u003cp\u003eThere’s a reason that \u003ca href=\"https://www.statista.com/statistics/657936/companies-with-worst-customer-service-us/\"\u003ein this list of companies\u003c/a\u003e with the worst customer service ratings, giant telecoms, banks, and airlines dominate the top ranks. Giant companies are complex, and it’s a lot harder to find the right person to talk to when there are thousands of employees—for both agents and customers.\u003c/p\u003e\r\n\r\n\u003cp\u003eThis is what makes it so important to give your teams easy ways to reach out to other departments, so you can streamline communication and internal workflows, giving agents the context they need, when they need it to provide more responsive support.\u003c/p\u003e\r\n\r\n\u003cspan id=\"trends\"\u003e\u003c/span\u003e\r\n","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Current trends for customer service platforms","tier-copy-body":"\u003cp\u003eWhen you’re thinking about an investment in a customer service platform, whatever tool you choose will evolve and change. Don’t worry, that’s a good thing. You want tools that can evolve as your business, and the world, change. But that also means you need to keep an eye on how the world of customer service management is changing.\u003c/p\u003e\r\n\r\n\u003cp\u003eHere are a few of the top customer service trends you’ll want to keep in mind as you use or consider using, new software.\u003c/p\u003e\r\n\u003ch3\u003eData-driven personalization as the price of entry\u003c/h3\u003e\r\n\u003cp\u003eThe idea of tapping into data from across the organization to facilitate personalized, contextually relevant customer service is not particularly new. What is new is the greater accessibility of tools that enable data-driven personalization and a broader realization among executives of the value of customer data.\u003c/p\u003e\r\n\u003cp\u003eIn fact, the most recent \u003ca href=\"https://www.hnkpmgciosurvey.com/\"\u003eKPMG CIO Survey\u003c/a\u003e showed that when it comes to attracting customers, 91 percent of CIOs know that how they handle and use customer data is becoming equally important as a company’s products and services offerings.\u003c/p\u003e\r\n\r\n\u003cp\u003eIn the past, a truly data-driven customer experience was too resource-intensive for most companies. But with more powerful, affordable software, tapping into data to serve your customers better isn’t so much a differentiator. It’s more like the price of entry.\u003c/p\u003e \r\n\r\n\u003ch3\u003eCustomer service teams are focusing on efficiency\u003c/h3\u003e\r\n\u003cp\u003eWell before COVID-19, hiring managers had stiff competition for quality agents. So much so that most teams were expecting more growth in customer requests than in headcount. The pandemic poured lighter fluid on that fire, creating even more resource constraints. The result has been a greater focus on using the right culture, solutions, and data visibility to improve efficiency.\u003c/p\u003e \r\n\r\n\u003cp\u003eStill, only around half of customer service agents say they have adequate tools for measuring and reporting on the metrics that are most important to their support team. And almost 40% are neutral.\u003c/p\u003e\r\n\r\n\u003cp\u003eThis gap presents an opportunity for CIOs and other IT leaders to again prioritize customer experience—the sum of every touchpoint each customer encounters with the business—before approving another redundant or risky point product.\u003c/p\u003e\r\n\r\n\u003ch3\u003eBlending customer service and customer success\u003c/h3\u003e\r\n\u003cp\u003eTraditional customer service is reactive. Customers have a problem, they reach out to an organization, and they’re routed to an agent or resource that can help them solve their issue. But the world’s fastest-growing companies are delivering customer service more proactively.\u003c/p\u003e\r\n\r\n\u003cp\u003eRather than reacting, these organizations tailor their service to ensure their customers reach their goals.\u003c/p\u003e\r\n\r\n\u003cp\u003eSome enterprises are even building dedicated customer success teams as a complement(or replacement) for their service teams. While traditional customer service is far from obsolete, it’s clear that executives, managers, and agents are rethinking how they define customer service.\u003c/p\u003e\r\n\r\n\u003cspan id=\"tools\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"15 best customer service software tools to enhance the customer experience","tier-copy-body":"\u003cdiv class=\"grid\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-small-6\"\u003e\r\n \u003col\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eZendesk\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eSprout Social\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eHootsuite\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eMailChimp\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eApple Business Chat\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eFacebook\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eSurveyMonkey\u003c/span\u003e\r\n \r\n \u003cli\u003e\r\n \u003cspan\u003eSlack\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003c/ol\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-small-6\"\u003e\r\n \u003col start=\"9\"\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eRecurly\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eNICE inContact CXone\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eEZOfficeInventory\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eBoss Solutions Suite\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eJira Service Desk\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eLiveAgent\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003cli\u003e\r\n \u003cspan\u003eFreshdesk\u003c/span\u003e\r\n \r\n \u003c/li\u003e\r\n \u003c/ol\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n\u003c/div\u003e\r\n\r\n\u003cp\u003eCustomers expect to communicate with companies using the channels they prefer, which now represent a host of technologies to staff efficiently and connect to your tech stack. Here are some customer service tools that help a business provide great customer service.\u003c/p\u003e\r\n\r\n\u003ch3\u003e1. \u003ca href=\"/service/\"\u003eZendesk\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cp\u003eZendesk’s customer service software empowers businesses to build effortless customer experiences. Conversations flow seamlessly across channels, leading to greater productivity and satisfaction all around.\u003c/p\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://web-assets.zendesk.com/images/p-zendesk-support-suite/overview/product-screens/feng-shui-2x.png\" alt=\"Zendesk Agent Workspace customer service software tool\" /\u003e\r\n\u003cp class=\"caption\" style=\"text-align: center\"\u003eZendesk Agent Workspace customer service software tool\u003c/p\u003e\r\n\r\n\u003cp\u003eThe \u003ca href=\"/service/agent-workspace/\"\u003eAgent Workspace\u003c/a\u003e within Zendesk’s Suite equips agents with all the tools they need to collaborate with each other, other teams, and deliver fast, personalized responses on any channel—from a single, unified interface.\u003c/p\u003e\r\n\r\n\u003cp\u003eZendesk’s customer service software is quick to implement, easy to use, and scales to fit the needs of businesses of any size:\u003c/p\u003e\r\n\r\n\u003cp\u003e\r\n \u003cb\u003eZendesk for enterprise companies\u003c/b\u003e\u003cbr /\u003e\r\nEnterprise companies need the right balance of simplicity and sophistication to align large teams and technology around what matters most—their customer. Zendesk equips an enterprise organization with the tools it needs to meet the needs of a diverse customer base on the channels of their choice while ensuring the experience is a personal one.\r\n\u003c/p\u003e\r\n\r\n\u003cp\u003eA large, dispersed company also means managing multiple agents and their many unique skill sets. Zendesk provides flexibility to customize your support solution with tools like advanced workflow capabilities and AI-powered automation and self-service—which means tickets get to the right agents, and agents have the knowledge they need to solve any problem.\u003c/p\u003e\r\n\r\n\u003cp\u003eThe \u003ca href=\"/service/ticketing-system/\"\u003eZendesk ticketing system\u003c/a\u003e also seamlessly integrates with other tools, data, and communications across all departments to ensure smooth customer interactions and fewer miscommunications within complex operations.\u003c/p\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/enterprise/\"\u003eLearn more about Zendesk’s enterprise customer service software.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003e\r\n \u003cb\u003eZendesk for SMBs\u003c/b\u003e\u003cbr /\u003e\r\nZendesk gives small and mighty teams the gift of efficiency. It’s powerful yet easy-to-use and designed to help your customer service team work better together, making the most of their time and energy. Plus, it’s easy to customize with the tools you already use so you can build on what you have.\r\n\u003c/p\u003e\r\n\r\n\u003cp\u003eBy working within Zendesk’s centralized workspace, you’ll have all the tools you need to keep track of customers' questions and share the information they need, right when they need it. And, by using Zendesk’s AI-powered automations and dynamic workspaces, your team can work smarter, faster, and reach more customers.\u003c/p\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/smb/\"\u003eLearn more about Zendesk’s SMBs customer service software.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003e\r\n \u003cb\u003eZendesk for Startups\u003c/b\u003e\u003cbr /\u003e\r\n When you provide your customers with the experience they expect, you win their trust and loyalty in return. Zendesk’s omnichannel support solution empowers startups to be wherever their customers are. Integrate support channels like email, chat, and phone into one place, and save time by offering self-service options.\r\n\u003c/p\u003e\r\n\r\n\u003cp\u003eThe best part? Zendesk for Startups provides a free 6-month credit—including access to tailored resources and a growing network and community of customer experience leaders.\u003c/p\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/startups/\"\u003eLearn more about Zendesk’s startup customer service software.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures of Zendesk's customer service software\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eTicket routing\u003c/li\u003e\r\n\u003cli\u003eLive chat software\u003c/li\u003e\r\n\u003cli\u003eNative integrations\u003c/li\u003e\r\n\u003cli\u003eKnowledge base\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003cli\u003eTracking and reporting\u003c/li\u003e\r\n\u003cli\u003eSelf-service portal\u003c/li\u003e\r\n\u003cli\u003eCommunity forums\u003c/li\u003e\r\n\u003cli\u003eAutomation\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch3\u003e2. \u003ca href=\"https://sproutsocial.com/\" target=\"_blank\" rel=\"noopener\"\u003eSprout Social\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://media.sproutsocial.com/uploads/PI_Listening_Competitive_Analysis_Performance.png\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\" alt=\"Sprout Social social media tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://media.sproutsocial.com/uploads/PI_Listening_Competitive_Analysis_Performance.png\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eWith the ever-growing adoption of social media for communication, customer service software that helps support teams deliver cohesive social support experiences is immensely valuable. Through its combination of sales, support, marketing, social media monitoring, and engagement features, Sprout Social helps facilitate conversations across all social media channels.\u003c/p\u003e\r\n\r\n\u003cp\u003eAnd by connecting social media teams and support agents, Sprout Social eliminates disconnected or siloed communication and workflows.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\r\n\u003cul\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e\r\n\u003cli\u003eAutomation\u003c/li\u003e\r\n\u003cli\u003eTracking and reporting\u003c/li\u003e\r\n\u003cli\u003eCustomer segmentation\u003c/li\u003e\r\n\u003cli\u003eSocial media monitoring/management\u003c/li\u003e\r\n\u003cli\u003ePost scheduling\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/apps/support/sprout-social/\"\u003eLearn more about Sprout Social's Zendesk integration.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e3. \u003ca href=\"https://hootsuite.com/\" target=\"_blank\" rel=\"noopener\"\u003eHootsuite\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://hootsuite.com/uploads/images/craft/components/detail/assignments@3x.jpg\" alt=\"Hootsuite social media tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://hootsuite.com/uploads/images/craft/components/detail/assignments@3x.jpg\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eHootsuite helps teams engage with customers and schedule content across multiple social networks from one secure web-based dashboard. Its wide range of features and a large library of integrations make Hootsuite a solid overall tool for service operations.\u003c/p\u003e\r\n\r\n\u003cp\u003eCombined with Zendesk through a native integration, you can use Hootsuite to create, update, review, and edit tickets from social media. With Hootsuite and Zendesk, you remove the silos that often pop up between social and support teams. The result is better, more seamless customer interactions across all channels.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eAutomation\u003c/li\u003e\r\n\u003cli\u003eTracking and reporting\u003c/li\u003e\r\n\u003cli\u003eCustomer segmentation\u003c/li\u003e\r\n\u003cli\u003eSocial media monitoring/management\u003c/li\u003e\r\n\u003cli\u003ePost scheduling\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/apps/support/hootsuite/\"\u003eLearn more about the Zendesk app for Hootsuite.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e4. \u003ca href=\"https://mailchimp.com/\" target=\"_blank\" rel=\"noopener\"\u003eMailChimp\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://eep.io/images/yzco4xsimv0y/7rvZ6DqlNQBy7pGIrzwijV/0faa8756d7219013b3e6d607e8546bf2/HQ-automations_cjb_03.png\" alt=\"MailChimp email marketing tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://eep.io/images/yzco4xsimv0y/7rvZ6DqlNQBy7pGIrzwijV/0faa8756d7219013b3e6d607e8546bf2/HQ-automations_cjb_03.png\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eMailChimp enables businesses to create, send, and track email newsletters, signup forms, and event invitations. Teams can personalize emails with targeted customer segments when integrating a customer support system like Zendesk Support.\u003c/p\u003e\r\n\r\n\u003cp\u003eBut even more than that, for a smaller business, MailChimp can double as an all-in-one marketing platform. Though you’ll need one of their more expensive plans, you can use MailChimp to create landing pages and ad campaigns, track performance, and automate emails.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\r\n\u003cul\u003e\r\n\u003cli\u003eTracking and reporting\u003c/li\u003e\r\n\u003cli\u003eContact management\u003c/li\u003e\r\n\u003cli\u003eLanding page and email design tools\u003c/li\u003e\r\n\u003cli\u003eAutomation\u003c/li\u003e\r\n\u003cli\u003eSocial media monitoring\u003c/li\u003e\r\n\u003cli\u003eLive chat\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/apps/support/mailchimp-campaign/\"\u003eLearn more about connecting Zendesk Support and Mailchimp.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e5. \u003ca href=\"https://www.apple.com/ios/business-chat/\" target=\"_blank\" rel=\"noopener\"\u003eApple Business Chat\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://developer.apple.com/design/human-interface-guidelines/business-chat/images/bc-rich-link-yes.png\" alt=\"Apple Business Chat messaging tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://developer.apple.com/design/human-interface-guidelines/business-chat/images/bc-rich-link-yes.png\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eWith Apple Business Chat, customers can get answers to their questions, schedule appointments, resolve issues, and make purchases—without leaving the messenger.\u003c/p\u003e\r\n\r\n\u003cp\u003eTo ensure a consistent and seamless conversational experience over custom messaging channels like Apple Business Chat, a business will need a messaging partner, such as Sunshine Conversations.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eNative integrations\u003c/li\u003e\r\n\u003cli\u003eBooking\u003c/li\u003e\r\n\u003cli\u003ePayments\u003c/li\u003e\r\n\u003cli\u003eImage/audio/video file support\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/support/apple-business-chat/\"\u003eLearn more about integrating Apple Business Chat into Zendesk Support.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e6. Facebook\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://www.socialmediaexaminer.com/wp-content/uploads/2020/04/facebook-messenger-create-automated-responses-1-750.png\" alt=\"Facebook Messenger messaging tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://www.socialmediaexaminer.com/5-creative-ways-to-use-facebook-messenger-for-business/\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"https://www.messenger.com/\" target=\"_blank\" rel=\"noopener\"\u003eFacebook Messenger\u003c/a\u003e and \u003ca href=\"https://www.whatsapp.com/\" target=\"_blank\" rel=\"noopener\"\u003eWhatsApp\u003c/a\u003e enable customers to get fast, convenient messaging support on phones messaging support on phones all over the world. With a CRM platform like Sunshine Conversations, customers can do everything from change a hotel reservation, pay a bill, or find the perfect lipstick color—inside the messaging thread.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\r\n\u003cul\u003e\r\n\u003cli\u003eNative integrations\u003c/li\u003e\r\n\u003cli\u003eBooking\u003c/li\u003e\r\n\u003cli\u003ePayments\u003c/li\u003e\r\n\u003cli\u003eImage/audio/video file support\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/message/\"\u003eLearn more about using popular messaging channels like WhatsApp and Facebook Messenger with Zendesk. \u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e7. \u003ca href=\"https://www.surveymonkey.com/\" target=\"_blank\" rel=\"noopener\"\u003eSurveyMonkey\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://cdn.smassets.net/assets/cms/cc/uploads/Screen-Shot-2019-08-05-at-12.23.19-PM.png\" alt=\"SurveyMonkey customer survey tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://www.surveymonkey.com/curiosity/build-it-for-me/\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eSurveyMonkey is a customer service tool that provides businesses with templates for a plethora of customer surveys to glean insight into things like product feedback and CSAT. And with SurveyMonkey’s extensive library of integrations, you can easily work this tool into your existing workflow.\u003c/p\u003e\r\n\r\n\u003cp\u003eIn other words, SurveyMonkey enables you to gather feedback from customers or employees with minimal disruption to you and them.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eLive results tracking\u003c/li\u003e\r\n\u003cli\u003ePolling\u003c/li\u003e\r\n\u003cli\u003eTracking and reporting\u003c/li\u003e\r\n\u003cli\u003eImage/audio/video file support\u003c/li\u003e\r\n\u003cli\u003eEmail distribution\u003c/li\u003e\r\n\u003cli\u003eNative integrations\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/apps/support/surveymonkey/\"\u003eLearn more about the SurveyMonkey app integration with Zendesk.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e8. \u003ca href=\"https://slack.com/\" target=\"_blank\" rel=\"noopener\"\u003eSlack\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://a.slack-edge.com/9b527/marketing/img/homepage/hp-prospect/channels/image/bring-your-team-together-in-channels.jpg\" alt=\"Slack communication tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://a.slack-edge.com/9b527/marketing/img/homepage/hp-prospect/channels/image/bring-your-team-together-in-channels.jpg\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eSlack allows internal customers to seamlessly get support from IT or HR departments, from the same channel they use to communicate with their teammates. When combined with an AI-powered bot, like Zendesk’s Answer Bot, employees can self-serve over Slack at scale.\u003c/p\u003e\r\n\r\n\u003cp\u003eWhen integrated with a customer service software solution, Slack also enables agents to better communicate with each other when solving tickets for more streamlined collaboration and faster.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eLive chat\u003c/li\u003e\r\n\u003cli\u003eVideo conferencing\u003c/li\u003e\r\n\u003cli\u003eMessaging\u003c/li\u003e\r\n\u003cli\u003eNative integrations\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003cli\u003eCommunity forums\u003c/li\u003e\r\n\u003cli\u003eSurveys\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/apps/support/slack/\"\u003eLearn more about Slack for Zendesk Support.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e9. \u003ca href=\"https://recurly.com/\" target=\"_blank\" rel=\"noopener\"\u003eRecurly\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://files.readme.io/0f6d027-Screen_Shot_2018-05-25_at_11.58.32_AM.png\" alt=\"Recurly subscription management tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://files.readme.io/0f6d027-Screen_Shot_2018-05-25_at_11.58.32_AM.png\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eRecurly provides a versatile subscription billing management platform to handle the entire subscriber lifecycle. When integrated with a support system like Zendesk Support, agents will no longer have to switch to separate tabs or systems to view or change customer subscription details.\u003c/p\u003e\r\n\r\n\u003cp\u003ePlus, Recurly is powerful in its own right, enabling your team to easily manage subscriptions, offer discount codes, set up recurring payments, and more.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eNative integrations\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003cli\u003eSelf-service portal\u003c/li\u003e\r\n\u003cli\u003eAutomation\u003c/li\u003e\r\n\u003cli\u003eSubscription management\u003c/li\u003e\r\n\u003cli\u003eMultiple payment options\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\r\n\u003cp\u003e\u003ca href=\"/apps/support/recurly-for-support/\"\u003eLearn more about Recurly for Zendesk.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e10. \u003ca href=\"https://www.niceincontact.com/\" target=\"_blank\" rel=\"noopener\"\u003eNICE inContact CXone\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://marvel-b1-cdn.bc0a.com/f00000000091204/www.niceincontact.com/-/media/niceincontact/module-content/background-image-and-text/marketecture.ashx?rev=3c87b49dc6174c6bbe63c63c634d5105\u0026h=1218\u0026w=2551\u0026la=en\u0026hash=4CA74588D20BA2A190B345978F62287C\" alt=\"NICE inContact call center software tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://marvel-b1-cdn.bc0a.com/f00000000091204/www.niceincontact.com/-/media/niceincontact/module-content/background-image-and-text/marketecture.ashx?rev=3c87b49dc6174c6bbe63c63c634d5105\u0026h=1218\u0026w=2551\u0026la=en\u0026hash=4CA74588D20BA2A190B345978F62287C\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eNICE inContact CXone Agent consolidates customer context and contact center controls into a single interface for more efficient agents and better customer experiences. What really sets NICE inContact apart is its breadth of features for more sophisticated, larger service operations.\u003c/p\u003e\r\n\r\n\u003cp\u003eIn addition to voice solutions, ticketing routing, and other standard customer service capabilities, NICE also provides valuable workforce and quality management tools that enable your service managers to continuously improve their team’s performance.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eTicket routing\u003c/li\u003e\r\n\u003cli\u003eWorkforce management\u003c/li\u003e\r\n\u003cli\u003eCustomer surveys\u003c/li\u003e\r\n\u003cli\u003eLive chat software\u003c/li\u003e\r\n\u003cli\u003eNative integrations\u003c/li\u003e\r\n\u003cli\u003eKnowledge base\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003cli\u003eTracking and reporting\u003c/li\u003e\r\n\u003cli\u003eSelf-service portal\u003c/li\u003e\r\n\u003cli\u003eAutomation\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/apps/support/nice-incontact-cxone-agent-for-zendesk/\"\u003eLearn more about NICE inContact CXone Agent for Zendesk.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e11. \u003ca href=\"https://www.ezofficeinventory.com/\" target=\"_blank\" rel=\"noopener\"\u003eEZOfficeInventory\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://www.ezofficeinventory.com/zen/images/public_pages/ezo_landing_page/home_page.png\" alt=\"EZOfficeInventory asset tracking software tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://www.ezofficeinventory.com/zen/images/public_pages/ezo_landing_page/home_page.png\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eEZOfficeInventory enables organizations across the world to manage tickets and incidents regarding equipment, assets, and inventory.\u003c/p\u003e\r\n\r\n\u003cp\u003eTypical use cases might include an employee filing a ticket about their broken computer or a person in the field requiring help using a drill machine: EZOfficeInventory manages asset-related details while a support tool like Zendesk manages the ticket workflow.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eNative integrations\u003c/li\u003e\r\n\u003cli\u003eKnowledge base\u003c/li\u003e\r\n\u003cli\u003eAsset tracking\u003c/li\u003e\r\n\u003cli\u003eBarcode scanning\u003c/li\u003e\r\n\u003cli\u003eMaintenance scheduling\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003cli\u003eTracking and reporting\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"/apps/support/ezofficeinventory/\"\u003eLearn more about the EZOfficeInventory app integration with Zendesk.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e12. \u003ca href=\"https://www.boss-solutions.com/\" target=\"_blank\" rel=\"noopener\"\u003eBoss Solutions Suite\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://www.boss-solutions.com/images/slider/bossdesk/1.png\" alt=\"BOSS Solutions ITIL tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://www.boss-solutions.com/images/slider/bossdesk/1.png\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eBoss Solutions Suite provides businesses with a fully integrated ITIL-based help desk software and IT asset management solution available on-premise or on the cloud. Their customers include public, education, and healthcare institutions.\u003c/p\u003e\r\n\r\n\u003cp\u003eIn addition to ticket routing, knowledge management, and self-service, Boss Solutions provides asset, incident, and change management capabilities.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eTicket routing\u003c/li\u003e\r\n\u003cli\u003eNative integrations\u003c/li\u003e\r\n\u003cli\u003eKnowledge base\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003cli\u003eTracking and reporting\u003c/li\u003e\r\n\u003cli\u003eSelf-service portal\u003c/li\u003e\r\n\u003cli\u003eAutomation\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\r\n\u003ch3\u003e13. \u003ca href=\"https://www.atlassian.com/software/jira/service-desk\" target=\"_blank\" rel=\"noopener\"\u003eJira Service Desk\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://wac-cdn.atlassian.com/dam/jcr:dc7a8fa1-8cd7-4533-8ba9-1a0950b2a2cb/IM-workflow.png?cdnVersion=1207\" alt=\"Jira service desk tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://www.atlassian.com/software/jira/service-desk\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eJira Service Management empowers IT teams with a modern service desk that has everything they need out-of-the-box, including ITIL-certified processes. Jira is developed by Atlassian and it bills itself as the solution to silos between developers, operations, and IT.\u003c/p\u003e\r\n\r\n\u003cp\u003eAll that said, non-IT customer service professionals may find that Jira’s feature set is excessive for their needs. If you’re not sure, go ahead and take JIRA for a spin; they offer 7-day free trials and they have a free plan that can give you a feel for the software.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eTicket routing\u003c/li\u003e\r\n\u003cli\u003eLive chat software\u003c/li\u003e\r\n\u003cli\u003eNative integrations\u003c/li\u003e\r\n\u003cli\u003eKnowledge base\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003cli\u003eTracking and reporting\u003c/li\u003e\r\n\u003cli\u003eSelf-service portal\u003c/li\u003e\r\n\u003cli\u003eAutomation\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cp\u003e\u003ca href=\"https://www.zendesk.com/apps/support/jira/\"\u003eLearn more about Jira for Zendesk.\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003ch3\u003e14. \u003ca href=\"https://www.liveagent.com/\" target=\"_blank\" rel=\"noopener\"\u003eLiveAgent\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://cdn.liveagent.com/app/uploads/2019/10/Tickets-export-in-inbox-all-tickets-1.jpg\" alt=\"LiveAgent customer service tool\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://cdn.liveagent.com/app/uploads/2019/10/Tickets-export-in-inbox-all-tickets-1.jpg\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eIf your service team spends a lot of time serving customers with live chat, LiveAgent is definitely a tool to consider. LiveAgent improves live chat service delivery with features like real-time typing view, website monitoring for chat engagement, and proactive chat invitations based on the active agent availability.\u003c/p\u003e\r\n\r\n\u003cp\u003eLiveAgent is an especially solid solution for smaller service teams that use WordPress. And its large library of native integrations allows your team to seamlessly work it into their existing workflows. Plus it has native integrations for many of the most popular apps that support teams use.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eTicket routing\u003c/li\u003e\r\n\u003cli\u003eLive chat software\u003c/li\u003e\r\n\u003cli\u003eNative integrations\u003c/li\u003e\r\n\u003cli\u003eKnowledge base\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003cli\u003eTracking and reporting\u003c/li\u003e\r\n\u003cli\u003eSelf-service portal\u003c/li\u003e\r\n\u003cli\u003eCommunity forums\u003c/li\u003e\r\n\u003cli\u003eAutomation\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ch3\u003e15. \u003ca href=\"https://freshdesk.com/\" target=\"_blank\" rel=\"noopener\"\u003eFreshdesk\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://website-assets-fd.freshworks.com/attachments/cjojux6fu0049tnfz0otiywnq-insights-made-more-accessible-2x-b65acc39.one-half.png\" alt=\"Freshdesk customer service software\" /\u003e\r\n\u003cp class=\"caption\"\u003e\u003ca href=\"https://website-assets-fd.freshworks.com/attachments/cjojux6fu0049tnfz0otiywnq-insights-made-more-accessible-2x-b65acc39.one-half.png\" target=\"_blank\" rel=\"noopener\" class=\"i-amphtml-fill-content i-amphtml-replaced-content\"\u003eImage credit\u003c/a\u003e\u003c/p\u003e\r\n\r\n\u003cp\u003eFreshdesk helps customer service teams streamline collaboration and automation with its intuitive interface and affordable price. In their more expensive plans, Freskdesh offers all the key features you’d expect in customer support management software including team dashboards, social signals, ticket routing, and chatbots.\u003c/p\u003e\r\n\r\n\u003cp\u003eAnother nice perk is that through Freshworks Academy, you can offload some of the burden of training your agents on the system.\u003c/p\u003e\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eTicket routing\u003c/li\u003e\r\n\u003cli\u003eLive chat software\u003c/li\u003e\r\n\u003cli\u003eNative integrations\u003c/li\u003e\r\n\u003cli\u003eKnowledge base\u003c/li\u003e\r\n\u003cli\u003eAPI\u003c/li\u003e\r\n\u003cli\u003eTracking and reporting\u003c/li\u003e\r\n\u003cli\u003eSelf-service portal\u003c/li\u003e\r\n\u003cli\u003eCommunity forums\u003c/li\u003e\r\n\u003cli\u003eAutomation\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cspan id=\"summary\"\u003e\u003c/span\u003e\r\n","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Comparison chart of top 15 customer service software","tier-copy-body":"\u003cbr/\u003e\u003cbr/\u003e\r\n\u003cdiv style=\"overflow-x: auto;\"\u003e\r\n\u003ctable style=\"table-layout: auto;\"\u003e\r\n \u003cthead\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003e\u003ch6\u003e\u003cb\u003eCustomer Service Software\u003c/b\u003e\u003c/h6\u003e\u003c/center\u003e\u003c/th\u003e \r\n \u003cth\u003e\u003ccenter\u003e\u003ch6\u003e\u003cb\u003eConversation Routing\u003c/b\u003e\u003c/h6\u003e\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003e\u003ch6\u003e\u003cb\u003eLive Chat Software\u003c/b\u003e\u003c/h6\u003e\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003e\u003ch6\u003e\u003cb\u003eNative Integrations\u003c/b\u003e\u003c/h6\u003e\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003e\u003ch6\u003e\u003cb\u003eTicket Routing\u003c/b\u003e\u003c/h6\u003e\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003e\u003ch6\u003e\u003cb\u003eAPI\u003c/b\u003e\u003c/h6\u003e\u003c/center\u003e\u003c/th\u003e\r\n \u003c/tr\u003e\r\n \u003c/thead\u003e\r\n \u003ctbody\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003e\r\n \u003ch6\u003e\u003ccenter\u003eZendesk\u003c/center\u003e\u003c/h6\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n 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\u003cp\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003e\r\n \u003ch6\u003e\u003ccenter\u003eApple Business Chat\u003c/center\u003e\u003c/h6\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003e\r\n 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\u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003c/tr\u003e\r\n\u003ctr\u003e\r\n \u003ctd\u003e\r\n \u003ch6\u003e\u003ccenter\u003eEZOffice Inventory\u003c/center\u003e\u003c/h6\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003c/tr\u003e\r\n\u003ctr\u003e\r\n \u003ctd\u003e\r\n \u003ch6\u003e\u003ccenter\u003eBoss Solutions Suite\u003c/center\u003e\u003c/h6\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003eX\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n 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\u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003ctd\u003e\r\n \u003cp\u003e\u003ccenter\u003e✓\u003c/center\u003e\u003c/p\u003e\r\n \u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003c/tbody\u003e\r\n\u003c/table\u003e\r\n\u003c/div\u003e\r\n\r\n\u003cspan id=\"how-to-choose\"\u003e\u003c/span\u003e\r\n","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"How to choose the best customer service management software for your business","tier-copy-body":"\u003cp\u003eYour customer service software is key to your support team’s day-to-day operations. So finding the right mix of tools is a big deal.\u003c/p\u003e\r\n\r\n\u003cp\u003eTo help you think about what tools might be the best for your team, read through the six questions listed below:\u003c/p\u003e\r\n\r\n\r\n\u003cdiv class=\"accordion theme-default js-accordion faq-accordion\"\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eIs customer service software easy to implement?\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\u003cp\u003eCustomer service software’s ease of implementation depends on many individual factors. How easy one system is to implement versus another depends on your desired integrations, workflows, customization needs, and other factors.\u003c/p\u003e\r\n\u003cp\u003eThat said, web-based customer service tools are generally easier to implement than desktop-based software. Still, in the vast majority of cases, businesses should be able to start servicing customers with software that fits into their existing infrastructure within a few days.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eDoes the customer service app provide agents with collaboration tools?\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\u003cp\u003e The best customer service software app equips agents with collaboration tools and streamlines workflows so they can work better together and solve customer questions efficiently.\u003c/p\u003e\r\n\r\n\u003cp\u003eFor instance, with skills-based routing, agents are served questions based on expertise, such as product area or language. And when customer service software integrates with other internal tools, like email and Slack, agents can share best practices across departments.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eWill customer service software allow you to seamlessly scale?\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\u003cp\u003eAs a business grows, so should its customer service. Support software should have options to accommodate a growing company, like the ability to seamlessly add or remove channels and integrate new systems and software.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eDoes customer service software come with analytics and reporting?\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\u003cp\u003e\u003ca href=\"/service/analytics/\"\u003eCustomer service analytics\u003c/a\u003e help a business understand if goals are being met and if strategies are working. Reporting enables every necessary stakeholder to see what they need to.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eIs customer service software customizable to your business’ needs?\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n\u003cp\u003eThe ideal customer service provider is configurable to support any workflow and powerful enough to handle the most complex business, but flexible enough to scale at any pace. It should also come with \u003ca href=\"/apps/\"\u003eapps and integrations\u003c/a\u003e to enable agents to customize their workspace. \u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n\u003c/div\u003e\r\n\u003cspan id=\"trial\"\u003e\u003c/span\u003e\r\n","tier-copy-image":"","tier-video-id":""}],"tier-center-cta-text":"Free Trial","tier-center-cta-url":"//www.zendesk.com/register/","tier-resource-description":"Keep exploring the world of customer service software and global customer support.","tier-resource-links":"\u003ca href=\"https://support.zendesk.com/hc/en-us/articles/203662026-Creating-custom-roles-and-assigning-agents-Enterprise-\"\u003eCreate custom roles and assign agents\u003c/a\u003e\u003ca href=\"https://support.zendesk.com/hc/en-us/community/posts/203494848-Lifecycle-of-a-Problem-Ticket\"\u003eLifecycle of a problem ticket\u003c/a\u003e\u003ca href=\"/internal-help-desk/\"\u003eInternal help desk\u003c/a\u003e\u003ca href=\"/service/voice/call-center-software/\"\u003eCall center software\u003c/a\u003e\u003ca href=\"/service/messaging/live-chat/\"\u003eLive chat software\u003c/a\u003e\u003ca href=\"/service/help-center/community-software/\"\u003eCommunity forum software\u003c/a\u003e\u003ca href=\"/help-desk-software/\"\u003eHelp desk software\u003c/a\u003e\u003ca href=\"/service/help-center/customer-portal-software/\"\u003eCustomer portal software\u003c/a\u003e\u003ca href=\"/service/help-center/knowledge-base-software/\"\u003eKnowledge base software\u003c/a\u003e\u003ca href=\"/help-desk-software/features/ticketing-system/\"\u003eTicketing system software\u003c/a\u003e","tier-right-screen-img-alt-text":"btn-orange","tier-breadcrumb-show":"Customer Service Management Software","tier-top-cta-header":"What is customer service management?","tier-top-cta-checkbox":"What is customer service management?","tier-top-cta-description":"What is customer service management?","tier-copy-description":"//www.zendesk.com/register","tier-stackable-header":"//www.zendesk.com/register","_trash_the_other_posts":"0","tier-hero-ctas":[{"tier-hero-cta-text":"View demo","tier-hero-cta-url":"/demo"}],"tier-footer-ctas":[{"tier-footer-cta-text":"","tier-footer-cta-url":""}],"tier-hero-subheading":"Your customers are the most important part of your business. Customer service software enables you to build better customer relationships.","tier-hero-image":"https://web-assets.zendesk.com/images/p-capabilities/ticketing-system/hero-2x.jpg","tier-hero-description":"\u003cp\u003eCustomer support software is the backbone of a great customer experience. But knowing which tools are right for your business, vetting providers, and getting the system implemented is no easy task.\u003c/p\u003e\r\n\r\n\u003cp\u003eTo help you with that, we’ll start with the basics of customer support software: what it is, the different types, and how it benefits your team. Then we’ll get into best practices, the latest trends, and an overview of the best available tools. To wrap up, we’ll walk through how to think about choosing the ideal customer support software for your organization.\u003c/p\u003e\r\n\r\n\u003cimg class=\"lazyload no-src full-width\" data-src=\"https://web-assets.zendesk.com/images/p-support-features/support-screenshot-2x.png\" alt=\"Ticketing system for customer service software\" /\u003e\r\n\u003cbr\u003e\u003cbr\u003e\r\n\r\n\u003cp\u003eFeel free to skip around by clicking through the table of contents below:\u003c/p\u003e\r\n\r\n\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"#definition\"\u003eDefinition of customer service software\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#benefits\"\u003eMain benefits\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#types\"\u003e5 key types of software\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#best-practices\"\u003eBest practices for customer service software \u0026 apps\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#trends\"\u003eCustomer service software trends\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#tools\"\u003e15 customer service software tools\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#summary\"\u003eA summary of the top customer service software solutions\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#how-to-choose\"\u003eChoosing software for your business\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#trial\"\u003eTry customer service software for free\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cspan id=\"definition\"\u003e\u003c/span\u003e","tier-subheading":"Complete guide to the best customer support software","tier-center-screen-checkbox":"1","tier-center-screen-headline":"Try Zendesk’s customer service software for free","tier-center-screen-body":"Seamless communication, personalized to your customers and centralized for your agents, doesn’t have to be a distant dream for you and your team. Zendesk’s customer service system combines it all—integrated customer data, knowledge base management, ticketing, live chat, and much more, to elevate your customer reach and bridge the gaps within your business. \r\n\r\n","_edit_lock":"1700521674:5371","_edit_last":"5371","_wp_old_date":"2022-01-07","canonical":"https://www.zendesk.com/sg/service/ticketing-system/customer-service-management-software/","seoTitle":"15 Best Customer Service Software Solutions \u0026 Apps in 2023 | Zendesk Singapore","seoDescription":"Check out the best customer service software and apps to proactively engage customers and answer all customer queries.","seoImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-1.png","twitterImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-1.png","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","path":"/service/ticketing-system/customer-service-management-software/","title":"Customer Service Software","publishedAt":"2022-01-12 12:14:21","updatedAt":"2023-11-21 07:10:09","updatedAtFormatted":"November 21, 2023","content":"","related":[],"promo":null},"preview":false,"id":608,"locale":"sg"},"__lang":"sg","__namespaces":{"header":{"brand_logoname_blog":"Zendesk blog","newsroom":"Newsroom","brand_subtitle_newsroom":"Company news and announcements","marketplace":"Marketplace","arialabel_toggle":"Toggle mobile menu","arialabel_search":"Search","contact_us":"Contact us","primary_btn":"Free trial","primary_btn_blog":"Start free trial","secondary_btn_pricing":"Buy now","secondary_btn_login":"Sign in","secondary_btn_demo":"Watch demo","return_to_homepage":"Go to Zendesk homepage","newsroom_navlink_press_releases":"Press releases","newsroom_navlink_media":"Media resources","primary_btn_newsroom":"Contact","dropdown_products":"Products","dropdowns_service_title":"Zendesk for service","dropdowns_service_subtitle":"The complete service solution","dropdowns_sell_title":"Zendesk for sales","dropdowns_sell_subtitle":"The modern sales solution","dropdown_products_platform_title":"Sunshine platform","dropdown_products_platform_subtitle":"Fast, open and flexible","dropdown_products_marketplace_subtitle":"Apps, integrations and partners","dropdown_pricing":"Pricing","dropdown_solutions":"Solutions","dropdown_solutions_enterprise_title":"Enterprise","dropdown_solutions_enterprise_subtitle":"Have conversations at scale","dropdown_solutions_smb_title":"Small and medium businesses","dropdown_solutions_smb_subtitle":"Grow without growing 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expertise","dropdown_resources_community_title":"Community","dropdown_resources_community_subtitle":"Connect, learn and engage with Zendesk users","dropdown_resources_prof_srvcs_title":"Professional services","dropdown_resources_prof_srvcs_subtitle":"Get hands-on help, dedicated support or expert guidance","dropdown_resources_whats_new_title":"What’s new with Zendesk","dropdown_resources_whats_new_subtitle":"Check out recent product updates","dropdown_resources_developers_title":"API and developers","dropdown_resources_developers_subtitle":"Info for building things with Zendesk","dropdown_resources_partner_title":"Partners","dropdown_resources_partner_subtitle":"How to locate or become a Zendesk partner","dropdown_resources_customers_title":"Customer stories","dropdown_resources_customers_subtitle":"See what success with Zendesk looks like","dropdown_resources_newsroom_title":"Newsroom","dropdown_resources_newsroom_subtitle":"Company news and announcements","dropdown_resources_trust_title":"Trust and security","dropdown_resources_trust_subtitle":"Your business is protected with Zendesk","navlink_local_help_center_title":"Product support","navlink_zendesk_help_center_title":"Zendesk Help Centre","dropdown_company":"Company","expand_trigger_mobile":"More","dropdown_language_mobile":"Language","dropdown_company_sustainability":"Sustainability","dropdown_company_about":"About us","dropdown_company_press":"Press","dropdown_company_investor":"Investors","dropdown_company_events":"Events","dropdown_company_careers":"Careers","dropdown_company_dei":"Diversity and inclusion","dropdown_company_legal":"Legal","dropdown_company_accessibility":"Accessibility Plan","skip_to_main_content":"Skip to main content","dropdown_contact_sales":"Contact Sales","mobile_trial_cta":"Start free trial","dropdowns_customer_service_title":"Zendesk for customer service","dropdowns_employee_service_title":"Zendesk for employee service","dropdowns_employee_service_subtitle":"Treat employees like customers","dropdowns_customer_service_pricing_title":"Zendesk for customer service","dropdowns_customer_service_pricing_subtitle":"The complete customer service solution","dropdowns_employee_service_pricing_title":"Zendesk for employee service","dropdowns_employee_service_pricing_subtitle":"The modern employee service solution"},"footer":{"subscribe_heading_gdpr":"Subscribe to receive news and updates from Zendesk.","subscribe_heading":"Enter the fold","subscribe_text":"Subscribe to our newsletter.","title":"Champions of customer service","col_products":"Our Products","col_products_service":"Zendesk for service","col_products_sell":"Zendesk for sales","col_products_platform":"Sunshine Platform","col_products_marketplace":"Marketplace","col_products_whats_new":"Product updates","col_features":"Top Features","col_features_service_ticketing_system":"Ticketing system","col_features_messaging":"Messaging \u0026 live 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