Adapting to the constant changes within customer service requires a unique approach, and with automation services, it becomes easier to maintain and build relationships with customers.
Many managers and customer relationship management agents are continually faced with the difficulties of customer needs. Customers expect faster response times, quicker resolutions, and more transparency. Dixon, McKenna, and De La O offered three interesting tactics to help service teams navigate better through customer service in their HBR article “Supporting Customer Service Through the Coronavirus Crisis”:
(1) Arming reps with techniques that help them reduce customer frustration, (2) helping managers from reverting to bad coaching methods, and (3) using collaboration tools to help teams tap into the support of their peers.
Fortunately, I’ve found the best customer service automation software can make this journey easier, and assist your team in achieving better collaboration and service methods.
The Best Customer Service Automation Software List
Here’s a shortlist of the best customer service automation software:
Customer Service Automation Software Comparison Criteria
What do I look for when I select the best customer service automation software? Here’s a summary of my evaluation criteria:
User Interface (UI): Are the layouts clean and easy to navigate? Does it allow for interesting customization and personalization for customer support?
Usability: How intuitive is the software? Does the software have accessible technical support? How much value will your team be able to extract from each program?
Integrations: Is it easy to connect with all your apps or only a small number of third-party apps? For example, can it integrate with social media in order to automate the flow of customer inquiries to your service team?
Value for $: How does the price for the features and capabilities look like down the line for your customer support team? Is pricing flexible? Does price make sense when taking a long-term perspective?
Customer Service Automation Software Key Features
Automated email templates
Social media integration
Setup and training support
Machine Learning/Artificial Intelligence
Self service portals
Automated replies and responses
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Overviews Of The 10 Best Customer Service Automation Software
Here’s a brief description of each of the best customer service automation software. I’ll show you what each one does best, who it works best for, plus screenshots to showcase some of the features.
1. Help Scout – Best customer-centric platform for all team sizes (great for teams of 25+)
Help Scout suits your team whether you have 2 agents or 200 by providing world-class setup support, virtual training, classes as well as providing education through their HelpU program.
Among other awesome features, their helpful knowledge bases and seamless app integrations help your team maintain a constant, comfortable relationship with customers. Real-time data and reporting evaluates team productivity through channels and trends among your customers.
Help Scout’s standard customer support plan comes in at $20/month/user which includes 3 mailboxes, a docs site, reporting, API, and 50+ app integrations.
2. Tenfold – Best customer service software for a growing sales team
Tenfold’s Integration system unifies existing communication platforms such as Salesforce, Cisco and Microsoft Dynamics to empower your marketing automation team to use channels your customers are already familiar with.
Their useful Chrome extension allows for instant data access across any of your tabs at any time. Personalization, customer profile screens, knowledge base, and universal communication layers enable customer insights at the point of interaction.
Tenfold offers standard, advanced and additional options plans only available at request pricing from the company.
3. Zingtree – Best sales automation for customer troubleshooting
The ultimate self-service portal trusted by companies like SpaceX, Dropbox, and Harman. Zingtree deflects tickets and empowers customers to pinpoint information, select the right product, and lets them generate automatic quotes.
Their automated actions and knowledge base allows you to continue growing your business with little back-and-forth to maintain a better, faceless customer relationship.
On top of custom CSS design, integrations and push commands, their Essential plan starts from 25$. This plan is best for agent scripting, includes 5-25 users, and up to 10 “trees”.
4. HubSpot – Best free CRM on the market / Best software for entry-level businesses
HubSpot knows that customers expect more, so they strive to bring all your data and channels together into one space. 80,000 users in 120 countries benefit from their software – their 24/7 services, attractive interface, and 500+ integrations will please teams of all types and sizes. The platform is easy to learn and provides tools that help to simplify customer needs and improve insights.
HubSpot offers an amazing free plan for entry level teams that provides ticket managing, live chat, team email and reporting. Their “starter” plan begins at $45/month including great features like conversion routing and multiple ticket pipelines.
5. Freshdesk – Best help desk with dedicated mobile application
Freshdesk puts an end to to-do lists by automating everything – this customer service software provides a sorting hat for tickets and a smart auto-assign to get the issues to the right agent immediately.
Their automations are one of a kind – they are able to remind, alert, and bring tickets to the right agents. Freshdesk is easy to set up and manage with rule-like workflow documents, as well as having an audit log to make changes at any time. A sandbox lets you test and run changes before syncing them to a live account.
Their first plan for standard customer support starts at $15/agent/month. Freshdesk also offers a 21-day free trial.
6. Helpshift – Best advanced “chat” ticketing software
Helpshift’s service software uses bots to create a “problem intent” pathway—they collect information and complete rote tasks to guide the customer to the right agent or department, even sometimes completely solving issues without human interaction.
Their SensAI intent classification bot uses semantics and contextuality to solve issues instead of traditional “rule-based” labeling algorithms. Helpshift makes sure you never get lost in translation, so they provide you and your customers with a knowledge base support system in over 180 languages.
Their essential, elite and business starter packs are available at request pricing.
7. Maximizer – Best for small to medium sized businesses
Maximizer resolves cases faster with quick access to a peer knowledge base, saves your team time with saved, easily tracking interactions by providing access to info all through one screen.
Email integrations, mobile interfaces, and powerful search & filtering improves productivity and gets your team back to what’s important, fast. Their quick alerts and notifications helps your team keep up with customer relations as well as providing quick templates and mass email options to retain customer loyalty.
Maximizer pricing starts out at $29/month for small user organizations. They also offer a free-trial version with no obligation.
8. Kayako – Best multi-departmental integration software
Kayako’s help desk combines an abundance of solutions with customer automation support, shared inboxes, ticketing software, internal help desk, and e-commerce support. With their context driven automation service, Kayako shows how a customer has interacted with your business from the first step.
Another great feature I’ve found is the 24/7 customer self service portal – even when your team isn’t in the office or at the call center, customers can find the answers they need.
Kayako’s Inbox plan for small teams starts at $15/month/agent while their more popular growing team package starts at $30/month/agent.
9. Hiver – Best shared inbox and Gmail management software
Hiver’s service software combines with G Suite to create a cohesive automation tool for your inbox—this allows your team to do such things as assign emails to a certain user, change the status of an email, and apply tags.
With Hiver’s “Round-Robin” tool agents can toggle availability and also ensure that all emails have a dedicated department or team member. On top of everything, Hiver incorporates a colorful and neat interface so your email doesn’t look so boring.
Hiver starts out at $7/month/user for smaller teams while their most popular pro plan comes out to $37/month/user.
10. Khoros – Best platform to manage social media and review sites
Khoros is an AI-Powered digital service trusted by over 2000 companies that aims to greatly scale your automation and workflow capacity through conversational-based workflow.
Khoros social care consolidates customer interactions from your social media sites while using its modern chat and messaging features to communicate with customers on their favorite platforms. Your team will love the modernized contact center and adaptable learning curves.
What Do You Think About These Customer Service Automation Softwares?
Automation software that organizes and helps to cut down the need for human interaction can cut down reaction time, resolution times, and increase call deflection rates and ability for customers and clients to find answers on their own for better overall customer satisfaction.
As I maintained before a good automation software can solve more than just percentages, but can better reduce customer frustration through smarter AI and better self-help options.
Managers implementing these systems that help their agents can result in a more effective coaching method. Customer relationship management agents who use collaboration tools like shared inboxes and peer-reviewed help centers will function better.