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  • Apophia

The Best Customer Service Software In Kenya

Updated: Oct 27, 2021

Building an excellent customer service experience requires you to have a single centralized platform. This helps you always to answer customers’ questions on time and resolve any pending issues. The centralized platform you need to help you get to your customers in time is customer service software.

On the market, there are so many service software tools. However, as an entrepreneur, you have to find software that matches the nature of your business.

The Best Customer Service Software In Kenya

1. Monkeypesa

Monkeypesa is a customer support software catering to multiple arms of your business - from sales marketing, automation and customer support. With the spirit of helping small and medium enterprises grow and thrive in business, Monkeypesa is a user-friendly tool. The pricing, features, analytics, easy to interpret dashboard makes it simpler for the users.

MonkeyPesa Features:

  • Team collaboration

  • 360-degree view of customers

  • Livechat software

  • Ticket routing

  • API

  • Automation

  • Community forums

  • Self-service portal

  • Insights, analytics and reports

  • Human Resource and payroll

  • Live Chat

  • Bulk SMS and email management

Monkeypesa has a live-chat portal that allows customers to interact with a customer service agent right from the company's website. Clients use this chat-enabled service to reach out to the company for inquiries. The service is very pertinent for businesses and companies relying heavily on their websites for traffic and customers.

It is important to note that clients do not want to be stranded for long waiting for replies. Therefore, employ a large team or use multiple software such as chatbots to automate some chat interactions. Live chat software enables agents to solve customer issues in real-time and from wherever they already are. It makes the process comfortable as it is instant and doesn't need a physical meeting. Here, the reps can catch issues instantly during the conversation.

Email management is another crucial aspect of MonkeyPesa customer support software. Email interactions are notorious for being slow, especially if few monitoring agents and a high volume of emails every day. Customers may need a response faster than some email service strategies can provide, especially when the conversation requires more than an initial email and a reply.

Any capable customer service team should possess a central and accessible knowledge base to simplify simple inquiries. MonkeyPesa lets you build a knowledge base backed up by well-written articles for customers to peruse through searching for answers. Without the articles, there is no knowledge base. A knowledge base is the end product of collecting and organizing that information into a usable form. This feeds directly into the self-service portal. This is the ultimate test for your customer support. This section is filled with an FAQ (Frequently Asked Questions) database and a knowledge base that contains other information like product specs and case studies. Customers can easily comb through these and find answers from queries of those before them.

Social Media is a very relevant tool of sales and marketing today. Every passing day, there is a new social media channel your clients and prospects sign up for. MonkeyPesa provides a centralized location for all your social media interactions — tweets, posts, reels, videos, comments, replies, Direct Messages. Accessible Communication is a giant step into maintaining good relationships with clients. Strong relationships generate more sales and support, improve client satisfaction, and can even reduce business expenses.

2. Live Agent

LiveAgent is an excellent Hubspot Service Hub alternative for small and medium-sized e-commerce, telecom, and SaaS businesses that want to offer excellent customer service on a budget. This fully-featured help desk software helps you bring personalization to your customer interactions.

The best part about this tool is that it lets you combine all your communication channels like email, live chat, calls, and social media into a shared company inbox.

LiveAgent harnesses the power of an omnichannel universal inbox, real-time live chat, built-in call center, and a robust customer service portal. Personalize your communication by leveraging our customer segmentation, automation, built-in CRM, a powerful analytics package, and customer knowledge base. Discover over 175+ help desk features and 40+ integrations.

LiveAgent features:

  • Ticketing system

  • universal inbox

  • time tracking

  • automated ticket distribution

  • tags

  • contact groups and more.

3. Gorgias

Your business can achieve exceptional growth given excellent customer service. Gorgias is an ecommerce helpdesk that converts leads into customers by providing excellent and satisfactory services to clients.

The software helps you give quick feedback to your clients by responding to customers' in the shortest time possible. This is because Gorgias puts together customer data in a single place where it can be easily accessed and when you are engaging them in a conversation. This helps you rectify any errors, for instance, in orders, subscriptions, and refund payments.

Gorgias provides a holistic view of each business customer. This aids the customer service team to customize communication to a client depending on their needs. Gorgias software helps to increase the rate of sales by converting website visitors and prospects into buyers.

The software allows you to answer customer concerns via adverts and posts. This gives a good feeling and better experience, which increases retention and continuous support through repetitive purchase orders.

Ecommerce businesses commonly use Gorgias software, for instance, Shopify, Shopify Plus, Magento, and big commerce integrations.

Pricing plan: a basic plan is for $60 per month, a pro plan goes for $300 per month, while an advanced program goes for $750 per month.

Gorgias features include;

  • self onboarding

  • live chat

  • unlimited users

  • chat campaigns

  • team management

  • satisfaction survey

  • Magento integrations

  • full onboarding

  • view sharing

  • revenue statistics

  • dedicated customer success manager.

4. LiveChat

It is easy to grow your business with LiveChat because it is simple to set it up, and you don't need to have a credit card.

LiveChat allows you to know who checks out your business website often and the best way to engage them. The software gives flexibility to customers by enabling them to start a conversation while surfing through your company website. LiveChat service software helps to improve online sales. Customers are free to make online orders and get them delivered at the right time.

The software is flexible, which helps to construct deeper and meaningful relationships to improve customer retention. Through the use of a ticketing system, the software avails 24/7 customer support. Additionally, the software takes advantage of detailed reports and analytics to track performance by checking out customer service efficiency.

LiveChat features include;

  • canned responses

  • chat tags

  • file sharing

  • notifications

  • chat transfer

  • messaging mode

  • chat buttons

  • ticket form

  • chat assignment

  • chat history

  • customization

  • agent profiles

  • languages

  • chat boosters

  • chat reports

  • agent reports

  • customer reports

  • filters

  • dashboards

  • data storage

  • credit card masking, and more.

LiveChat pricing plan; the starter is for $16 per month, team $33 per month, business customer service department is for $50 per month while enterprise fortune 500 companies go is availed on request.

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