Customer support software or help desk software is a web-based tool used by businesses to manage and organize customer support activities. The software provides a centralized platform where customers can submit queries, complaints, and inquiries, while businesses can track and manage customer interactions more effectively. Customer support software offers various functionalities such as ticket management, live chat, email, knowledge base, and social media integration.
The primary purpose of customer support software is to ensure prompt and efficient handling of customer queries and complaints. It helps businesses to manage customer interactions and maintain a positive relationship with their customers. The software operates on the principle of a ticketing system, where customer inquiries are transformed into tickets that can be tracked, assigned, and resolved. The software automatically generates a tracking number for each customer query or complaint, making it easier for support staff to follow up on the requests.
- Ticket Management: Ticket management is one of the core functionalities of customer support software. It automates the process of creating, managing, and tracking customer requests. When a customer submits a query or complaint, a ticket is automatically generated, and support staff can assign it to the appropriate department or agent for resolution. The software provides a dashboard where staff can track and prioritize tickets based on their urgency or complexity. Electronic notifications can be sent to the customer at every stage of the ticket resolution process, providing transparency and accountability in the support process.
- Live Chat: Live chat is another important feature of customer support software. It allows customers to contact support staff in real-time and get immediate assistance. The software provides a chat window where customers can chat with support staff from anywhere, anytime, on any device. Live chat enables businesses to improve their response times and reduce the waiting time for customers. Businesses can also use live chat to upsell their customers and provide personalized support by recommending relevant products or services.
- Email Integration: Most customer support software comes with email integration capabilities. This integration enables businesses to manage all customer emails within the software. It automatically converts all incoming emails from customers into tickets, which agents can track and resolve. The email integration features make it easier for businesses to provide prompt and timely responses to customer inquiries. Additionally, email tracking and management capabilities within the software can significantly reduce the workload on the support team.
- Knowledge Base: Knowledge base is another essential feature of customer support software. It provides a repository of articles, guides, and tutorials that customers can refer to when they need help. Businesses can use the knowledge base to provide self-help resources to their customers, enabling them to resolve their issues without contacting the support team. When customers search for information, the software provides relevant articles from the knowledge base that match their queries. Knowledge base articles can include step-by-step guides, FAQs, and troubleshooting tips.
- Social Media Integration: Social media is an important communication channel for businesses to interact with their customers. Customer support software integrates with various social media platforms, including Twitter, Facebook, and LinkedIn, enabling businesses to manage customer interactions on these platforms more effectively. The software provides a unified inbox for all social media channels, enabling agents to track and respond to customer queries and complaints on social media. Social media integration helps businesses to improve their response times, increase customer satisfaction, and enhance their online reputation.
Customer support software provides a centralized platform for businesses to manage customer interactions more efficiently. The software provides various functionalities, including ticket management, live chat, email integration, knowledge base, and social media integration, which enable businesses to provide prompt and personalized support to their customers. Businesses can improve their response times, increase customer satisfaction, and enhance their online reputation by implementing customer support software.
TeamSupport is a full product suite of customer service software that empowers you to be customer-centric, naturally.
- Purpose-Built for B2B
- Ticketing Tool
- Customer Success Management
- Powerful Integrations
- Self-Service Options
- Chat Software
Atlassian’s team collaboration software like Jira, Confluence and Trello help teams organize, discuss, and complete shared work.
- Customize branding
- Build a knowledge base
- Listen to your customers
- Speak your customers’ language
- Report on metrics that matter
- Provide in-context support
Automated Service CRM software to view, respond and resolve tickets from a single platform.
- AI-powered chatbots for faster and 24/7 resolution
- Positive impact on retaining customers and revenue
- Self-help for faster resolution
- Keeps Everything Sorted For Your Agents
- Knowledgeable Agent = Faster Resolution
- Deep Integration To Eliminate Toggling Windows
Intercom Support uses powerful messaging and automation to show up in-context in your product, app, or website.
- Be there with a powerful Messenger in-context, where it matters
- Automate support and deliver value faster
- A ticketing system that treats people like people
- Happy teams create more loyal customers
- The best support feels personalized, customized, and conversational
ServiceNow allows employees to work the way they want to, not how software dictates they have to.
- Unleash the power of IT
- Elevate the employee experience
- Drive customer loyalty
- Build apps fast
Dixa’s customer service software helps brands improve their customer experience by unifying all customer service channels in one system.
- Avoid burnout and high churn on your customer service team
- Save money by consolidating your customer support systems
- Get real-time stats on how your agents are performing
- Increase customer satisfaction by ensuring the right conversations go to the right agents
- Offer a unified customer experience across channels
- Capture valuable abandoned conversations by nudging agents when a conversation has been abandoned
Kayako’s helpdesk software comes with powerful out-of-the-box functionality that makes it easy for customer service teams to begin managing requests and conversations that come through any channel.
- Live Chat Software Included
- Shared Inbox For Customer Conversations
- Customer Self-Help Knowledge Base
- See Real-Time Customer Activity
- Work Better As A Team
UseResponse – Implement multi-channel customer support software with powerful tools to reduce support time and improve customer experience.
- 10+ customer support channels at your disposal (email, social media, live chat, community forum, messengers)
- Automated system of notifications & assignments
- Better customer service with SLA, business hours, and satisfaction rating tracking
- Complete pack of tools for organizing seamless customer self-service
- Advanced analytics and reports
Transform your messaging, video, and agent workspace and give customers the support they deserve with Acquire’s unified customer service software.
- Be in-the-know with complete customer context
- Automate and customize workflows and routing
- Personalize your live chat experiences
- Let customers choose how to connect
Agile CRM Software is the best, easy, powerful yet affordable Customer Relationship Management (CRM) with sales and marketing automation for small businesses.
- Smart Views
- Service Level Agreements
- Ticket Labeling
- Canned Responses
Sprinklr customer support solutions and software services help your agents deliver seamless, focused experiences to earn the loyalty of your customers.
- Create a seamless experience with 360° customer service
- Reduce handle time by 40% with the industry’s most advanced AI engine
- Increase agent productivity by 1.4x with the world’s only Unified-CXM platform
Gorgias is the ecommerce helpdesk that turns your customer
service into a profit center.
- Centralize all your support tickets in one place