13 Best customer support tools [Pros & Cons Analyzed]

Venkatesan Gopal

Delivering exceptional customer support is non-negotiable in today’s economy. The right support tools empower your team to efficiently manage inquiries, resolve issues quickly, and boost satisfaction. However, with numerous options available, choosing the best fit can be challenging.

In this blog post, we’ll explore the 13 top customer support tools, analyzing their pros and cons. From robust ticketing systems to intuitive live chat platforms and self-service options, we’ll cover a range of solutions designed to streamline your support operations. Discover the tools that will elevate your customer experience.

What is a customer support tool?

A customer support tool is essential software that empowers businesses to manage their service operations effectively. By enhancing communication between support agents and customers, these tools enable quick issue resolution and improves overall customer satisfaction.

Benefits of customer service software

Organizations using customer support tools benefit from significantly enhanced customer service delivery. By implementing these tools, you can improve customer retention, lower operational costs, increase efficiency, and boost productivity. Here are some key advantages of using customer service software:

1. Increased customer retention

Firstly, support tools improve the ability of your organization to retain customers. By providing prompt, personalized, and effective support, you can build stronger relationships with your customers. Customer support software provides support teams access to a database of customer information, allowing them to quickly resolve issues. This level of service is essential in reducing churn.

2. Lower operational costs

Implementing customer support tools can lead to significant cost savings for your business. These tools automate various support processes, such as call logs, request prioritization, and agent responses. Automation minimizes errors and streamlines workflows, resulting in more efficient service delivery. By optimizing your support operations, you can reduce the need for additional staff, saving on salaries and training expenses. Moreover, customer service software often includes self-service options, allowing customers to find answers independently, further reducing the workload on your support team.

3. Enhanced efficiency and collaboration

Customer support tools are designed to enhance the efficiency of your support team. Features like ticket management, automated routing, and canned responses enable agents to handle customer inquiries more quickly and effectively. Additionally, these tools facilitate seamless collaboration among team members. Agents can easily assign tickets, share notes, and access customer history, ensuring a consistent and coordinated approach to customer service. Improved efficiency and collaboration lead to faster resolution times and higher customer satisfaction.

4. Valuable analytics and insights

Another benefit of using customer service software is the wealth of data and analytics it provides. These tools track various metrics, such as response times, resolution rates, and customer satisfaction scores. With access to these insights, you can identify areas for improvement, optimize your support strategies, and make data-driven decisions. Analytics also help you understand customer preferences, and pain points which enables you to improve your products and feature roadmap.

5. Increased productivity

Support teams can improve their productivity by automating repetitive tasks using support tools, empowering agents to work more efficiently. It enables agents to handle the incoming inquiries without compromising the quality of service. Moreover, features like knowledge bases and FAQ sections enable customers to find answers on their own, reducing the number of support requests and allowing agents to focus on more complex issues.

Types of customer service software

Understanding the types of support tools available in the market is crucial for selecting the right customer support tool for your business requirements.

One essential category is the all-in-one customer service tool. These platforms centralize customer interactions from multiple channels. Its capabilities include ticket management, automation, and department transfers to ensure customer issue resolution.

Real-time assistance

For real-time assistance, support teams can use live chat software. This allows support agents to instantly engage with users and guide them. This immediate and personalized support improves the customer experience.

Help desk platforms

Help desk platforms simplify support workflows by organizing and prioritizing customer inquiries. With ticket routing, collaboration and analytics tools, it enables support teams to deliver timely resolution.

Knowledge base software

Knowledge base software allows you to build a self-service library of FAQs, guides, and tutorials. Empowering customers to find answers independently reduces the volume of support requests.

Social media management tools

Social media management tools help your organization monitor brand mentions, respond to users promptly, and analyze interactions to improve your support strategy.

Ultimately, the ideal customer support tool depends on your business’s unique requirements. Consider factors such as team size, customer preferences, and integration capabilities when making your choice.

13 best customer support tools

This section looks into 13 customer support tools on the market that stand out with their unique features, integrations, and ability to scale. Each tool offers distinct advantages, whether through intelligent automation, extensive customization, or robust analytics. By comparing these tools, you can optimize your customer support strategy.

1. DevRev

DevRev offers a cutting-edge customer support solution, integrating Gen AI-powered search and live chat with its AI-native platform, AgentOS.

DevRev Support automates tier 2 support processes and uses a serverless workflow engine, significantly reducing the time teams spend on debugging and root cause analysis. Continuous improvement through analytics and real-time feedback allows support teams to focus efforts on the complex issues that matter most to customers.

DevRev’s customer-focused approach breaks down the silos between the support, product, and development teams. This not only contributes to improved response time and agent productivity, but also empowers support teams to influence product enhancements and prioritize key features for faster resolution, aligning the support efforts with broader product goals.

Key Features

Omnichannel Support: Support diverse communication channels, including Slack, email, and proprietary in-app platforms.

Intelligent ticket management: Categorize and route support tickets using clustering algorithms that identify context, current load, or defined workflows.

Third-party integrations: Ensure operational continuity with extensive API-first integration for enterprise tools such as Jira, Salesforce, and Slack.

PLuG-Intelligent chatbot engagement: Provide automated and personalized responses generated using AI-driven chatbots.

Knowledge base development: Create and maintain an extensive, searchable knowledge base for customer self-service.

Advanced analytics and user insights: Strategize with predictive insights, trend analysis, and automated suggestions provided by analytics engine.

Session replay and behavioral visualization: Troubleshoot customer issues quickly using real-time user session replay technology.

Customer support operations scalability: Scale efficiently and handle customer support demand dynamically through the platform’s intelligent system design.

Pros

• Boosts efficiency and resolution rates: Clusters similar issues and assigns them to the appropriate team member
• Frees up human agents: PLuG chatbot handles common queries, allowing agents to focus on complex issues
• Enables informed decision-making: Turing AI provides intelligent analytics and predictive insights
• Facilitates self-service: Comprehensive knowledge base allows customers to find answers independently
• Enhances user experience: Personalized support and seamless integration with third-party apps
• Aligns support with product development: Directly connects the product catalog with engineering issues, customer tickets, and live conversations

Pricing

• DevRev Support plans are priced per seat
• Starter: $19.99 /month
• Pro: $59.99 /month
• Ultimate: Request a demo
• Free trial: 45 days; Pro plan

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2. Zendesk

Starting price: $19/month

Free trial: 15 days

Key features

Dashboard customization, Multilingual support, API integration

Zendesk is another customer service tool that offers a comprehensive suite of features to help you manage customer support inquiries efficiently. It comes with a user-friendly interface that enables you to centralize customer inquiries coming across various channels like email, chat, social media, chatbots, and phone calls. Its unified workspace allows your multiple agents to work simultaneously.

Zendesk offers a wide range of products, all suitable for businesses of different sizes. Along with customer support features, it has several other customizable features like ticketing systems, reporting, and automation to streamline support operations and enhance overall customer satisfaction.

Pros

• Zendesk seamlessly links with various third-party applications
• The reporting feature offers comprehensive insights and detailed analytics that empower you to make informed decisions based on a wealth of data.
• Fosters personalized customer support approach with an array of customization choices
• With a live chat feature, it facilitates real-time interactions between customers and customer service teams

Cons

• Zendesk’s pricing is coupled with intricate add-ons that require high budgets, potentially impacting the overall affordability
• Some essential functionalities are exclusively packaged in higher-tier plans only
• Zendesk poses a learning curve that demands extra time and effort for new users during the initial setup and familiarization process
• The ticket routing system is quite complicated, requiring a thorough understanding of its mechanisms.

3. MailChimp

Starting price: $4.59/month

Free trial: 30 days

Key features

Email and marketing automation, 24/7 customer service, Built-in landing page builder,

Mailchimp is a versatile customer support software designed with small businesses in mind. Businesses find Mailchimp invaluable for managing customer relationships, nurturing leads, and driving business expansion. It serves as a powerful connection point, allowing you to engage with customers while fostering those enduring relationships crucial for business success.

It’s a toolkit encompassing everything from crafting impactful email campaigns and engaging newsletters to streamlining content management. Plus, with its comprehensive reporting and analytics, Mailchimp simplifies tracking your marketing strategies effectively.

Pros

• The intuitive interface makes it a breeze to navigate and use, even for beginners
• Streamlined automated workflows save time and effort by handling tasks seamlessly
• Reliable customer support ensures you’re never alone in troubleshooting or queries
• Merge tags offer personalized touches, enhancing communication with your audience
• An efficient leads management system helps organize and track potential opportunities efficiently

Cons

• Email send limits can be restrictive for growing businesses aiming for extensive outreach
• Automation options might feel somewhat limited for advanced or intricate marketing strategies
• Cost-effectiveness takes a hit for businesses managing sizable contact lists, potentially escalating expenses.

4. LiveAgent

Starting price: $29/month

Free trial: 30 days

Key features

Ticketing system, Knowledge base, Live chat

LiveAgent is designed specifically for small to medium-sized e-commerce customer service teams. It offers a range of features, including an efficient help desk, real-time, chat support, and ticket management. Plus, it throws in self-service portals, license and change management, and a toolkit of customer relationship management (CRM), marketing, and sales force automation goodies.

People love using LiveAgent because it’s easy to navigate, affordable, and has a helpful customer service team. They also appreciate its department features and built-in automation that make tasks easier.

Pros

• LiveAgent delivers impressive value, providing a wealth of features at a pocket-friendly price point
• It has a user-friendly interface that makes navigating around the platform a lot simpler for users
• People find the platform easy to use thanks to its user-friendly interface, making navigation and operation straightforward for everyone
• Offers impressive customer support always, ensuring your queries are swiftly addressed
• Self-service setup empowers users to tailor their system effortlessly to suit their needs
• The platform maintains a clear and organized structure among various communication channels, ensuring smooth and coherent interactions

Cons

• Lacks AI features, missing out on advanced chatbot automation possibilities
• Limited customization options may prevent you from tailoring the platform to specific needs
• Its traditional, older admin interface might feel dated compared to sleeker alternatives
• Integration with certain third-party tools could be a pricey decision, impacting overall expenses

5. Freshdesk

Starting price: $15/agent/month

Free trial: 14 days

Key features

Agent collision detection, SLA management, Ticket field suggester

Freshdesk, born from the Freshworks family in 2010, revolutionizes customer support through its cloud-based software. Tailored for businesses aiming to boost customer engagement and streamline support while expanding, it serves as the ultimate hub for all customer queries.

With channels spanning email, phone, chat, Facebook, website, and e-commerce, Freshdesk converges incoming requests into unified tickets, streamlining resolution across various platforms. Its automation options empower agents to focus on the crucial by automating mundane and repetitive tasks, saving valuable time for more impactful interactions.

Pros

• It offers a free plan that comes with basic features, ideal for small teams to get started
• It has an intuitive interface that enables users to make smooth operations
• Streamlined workflow automation takes the hassle out of repetitive tasks
• With its robust ticket management system, you can keep your customer queries organized and easily manageable
• With multi-channel support, you can easily handle customer queries from different platforms

Cons

• The dashboard falls short in terms of usability, making it challenging to gather quick, comprehensive insights
• The unavailability of SMS and Instagram integration limits communication channels and impacts outreach to certain customer segments
• Customizability options are limited, restricting the platform’s adaptability to unique business needs and preferences
• Report building can be a bit challenging. It requires more time and effort to generate comprehensive insights compared to some Freshdesk alternatives

6. Slack

Starting price: $7.25/month

Free trial: 90 days

Key features

Real-time messaging, Multimedia support

Slack stands as one of the versatile customer service tools adopted by 750,000 organizations globally. Its appeal lies in seamless integration with various workplace apps, fostering unparalleled efficiency.

For customer support agents, Slack enables collaboration with experts, accelerating issue resolution and ensuring smooth customer experiences. Slack’s ability to filter and route tickets effectively acts as a strong communication bridge, connecting support teams with the product department seamlessly. The integration capabilities of Slack make it an essential tool for effective customer support solutions.

Pros

• Real-time communication on Slack ensures instant connectivity among teams, quick discussions, and decision-making
• Faster response times become achievable with its seamless interface to react swiftly to queries and issues
• Its cross-functional support unifies teams across departments, collaboration, and seamless knowledge-sharing
• Access to data and analytics empowers informed decisions to refine strategies and improve team performance

Cons

• Limitations in external communication make collaborating with customers outside your organization difficult
• It is a costly option for growing businesses
• There’s a risk of important information getting lost amidst numerous channels and conversations
• The limitations of the free plan and the expense of paid plans might restrict access to essential features for smaller or budget-conscious teams

7. Help Scout

Starting price: $20/user/month

Free trial: 15 days

Key features

AI assist, API integration, Self-service portal

Help Scout is a customer service management software designed specifically for growing teams that need easy and effective assistance solutions. Its features include an email-centric support system, a robust knowledge base tool, and an embeddable contact widget, all funneling into a shared inbox for streamlined communication. Additionally, Help Scout offers a comprehensive help center and live chat software to ensure you provide exceptional customer service to your customers.

Perfect for small businesses, teams, startups, and nonprofit organizations, Help Scout operates on a subscription model, offering both monthly and annual plans based on a per-user charge. Their mission is to empower businesses in delighting more customers, emphasizing the importance of customer satisfaction at its core.

Pros

• Setting up Help Scout is quick, so you can get started and running swiftly without any hassle
• Get a seamless experience for you and your team with its easy-to-use interface
• The low price point offers robust features without denting your budget, making it an affordable solution
• Collaboration between sales agents and customer teams is seamless, fostering cohesive and coordinated efforts
• The knowledge base empowers customers with self-service options that reduce dependency on direct support and enhance their experience

Cons

• Higher pricing tiers might pose challenges for budget-conscious teams seeking advanced features, impacting overall affordability
• The absence of an Android app limits accessibility and convenience for users relying on Android devices for on-the-go support
• Help Scout, while robust in support features, falls short as a full CRM replacement, necessitating integration with additional CRM tools for comprehensive customer management

8. Olark

Starting price: $29/month

Free trial: 14 days

Key features

Searchable transcripts, Accessible live chat, Automation

Olark, your cloud-based live chat companion established in 2009 by Ben Congleton and friends, facilitates direct customer engagement right on your website. Olark enables you to identify and engage with qualified leads, bolster customer service, and spot potential sales opportunities.

Its toolkit includes automated messages, seamless team management, real-time reporting, searchable transcripts, and custom pre-chat surveys, empowering you to personalize interactions and gather valuable insights. With Olark, you’re equipped to elevate customer engagement, seize sales prospects, and deliver top-notch service on your website, all in real time.

Pros

• Olark ensures a hassle-free chat experience for you and your customers with its user-friendly interface
• Its unobtrusive nature on websites allows seamless communication without disrupting the user experience
• Integration with Google Analytics offers valuable insights, letting you track and analyze chat interactions alongside other website data
• Custom responses empower you to tailor messages, providing personalized and relevant information to customers

Cons

• The interface can feel clunky at times, making navigation and usage less intuitive, potentially impacting your efficiency
• The absence of phone support limits your approach to seeking immediate assistance or troubleshooting complex issues
• Olark’s per-seat charging model, coupled with additional fees for “Power Up” features, inflates costs unexpectedly as your team expands or requires advanced functionalities
• The automatic closure of open chat conversations after five minutes of agent inactivity disrupts the flow of ongoing interactions, potentially affecting customer experience

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