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  • Apophia

The Best Customer Support Software In Botswana

Updated: Oct 27, 2021

While traditional customer service still exists, companies are now delivering customer service more proactively. Businesses tailor their services to customers to ensure that their goals are met. This creates client satisfaction and improves the rate of customer retention.

A customer who keeps coming and spending more money to purchase goods or services from your business is happy. However, the repetitive purchases will depend on handling your customers, and how best you manage the relationship with them.

Customer service software is the best way to manage client relationships. Using customer service software enables your support teams to provide the best and most convenient experience to clients. This aids sales reps to keep organized, find time to get the information required to answer customer questions and follow up on the promises they make for clients. In addition, customers get quick and timely responses to their concerns when reps are using customer service software.

Depending on the nature of your business, the size, customer needs and the future where the company is headed. First, you need to identify the right software to help your business make a step in terms of expansion.

The top 5 customer service software tools in Botswana

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 daily. 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. Webex

Webex gives customer insights, inspires the growth of your business and elevates your business sales. For teams to work better and together, your business needs this virtual software to escalate sales growth.

Better communication comes with a better experience that ushers in satisfaction at some point. Webex service software combines calling, meeting and messaging modes of collaboration into a seamless, inclusive and intelligent experience.

Webex makes meetings to become more attractive and interactive with little or no noise and disruptions. Additionally, the software allows listeners to show their reactions during meetings by using animated gestures. This helps service agents to know whether the audiences are satisfied or not. It also helps to show where an improvement needs to be made.

Currently, Webex is trusted by the most significant percentage of fortune 500 companies.

Webex is cloud-based software that is adaptable for any work style or role. The software is mobile and flexible so you can choose when, where and how to work. Moreover, Webex is an inclusive software where everyone gets equal experience irrespective of other factors like size, business type or nature.

The future of working is hybrid and virtual. Webex software improves collaboration centered on your work. You can use cloud call using any device, and you can meet virtually from anywhere. In addition, some features allow instant messaging and give you the flexibility to engage everyone.

Webex features include;

  • collaborating beyond meetings

  • collaborating externally and internally

  • collaborating across applications

  • team messaging reinvented

  • securely share files and content

  • collaborate with anyone

  • co-edit documents

  • host meetings from spaces and more.

3. ConnectWise Control

ConnectWise Control is a remote support solution that allows you to remotely view and control devices from anywhere. Support customers' personal computers give you the flexibility to efficiently solve problems and save time while growing customer satisfaction.

ConnectWise Control is commonly used by Information and Technology professionals. The software is supported under cloud, SaaS, web-based. In addition, the software is flexible for computers, laptops and mobile phones.

Pricing plan; there is a free trial version, but the start price for other packages is; $29 per month, the standard is $49 per month, the premium is $59 per month.

ConnectWise Control features include;

  • meeting management

  • live chat

  • internal meetings

  • file transfer

  • access permissions

  • collaboration tools

  • customizable branding

  • diagnostic tools

  • discussions

  • email management and file sharing.

4. TeamSupport

TeamSupport is a cloud-based service software that focuses on building business relationships, client management and team collaboration for B2B companies. TeamSupport is post-sale customer support software that addresses rare needs for Business 2 Business organizations. The software intends to solve problems for Business to Business customers rather than individual contacts.

TeamSupport works best with Business 2 Business technology companies and with teams looking for a solution to help build passionate customer bases for the buyers.

TeamSupport pricing plan; TeamSupport offers a free trial version. Other pricing plan packages start at $50 per user per month; support desk costs $50 per user per month while enterprise costs $69 per user per month.

TeamSupport features include;

  • knowledge base management

  • issue schedules and auditing

  • activity dashboard and tracking

  • email management

  • assignment management

  • appointment management

  • automated routing

  • customizable branding

  • call center management and collaboration tools.

5. Intercom

Intercom customer service software helps you build and maintain good customer relationships. In addition, intercom is a reliable business messenger used by e-commerce platforms like Shopify.

Intercom helps businesses to manage their business relationships with customers comfortably. The software delivers conversational customer experience via bots, customized messaging and chats.

Intercom is mainly featured in real estate CRM software, Live Chat software and customer service software.

Intercom pricing plan; Intercom offers a free trial version, but pricing starts at $38 per feature per month. For example, intercom essential goes for $38 a month; intercom pro goes for $75 per month while premium is at $99 per month.

Intercom features include;

  • customizable CTAs

  • customizable branding

  • customer surveys

  • customer database

  • AB testing

  • Return On Investment tracking

  • CRM

  • contact management

  • contact database

  • canned responses

  • appointment management

  • autoresponders

  • CAN-SPAM compliance

  • campaign management

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