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Customer support software aids businesses in managing customer service requests and interacting with clients to resolve their queries. As a result, customer Support software improves service delivery and supports operations.
Customer service software is any tool or system that helps businesses and companies provide technical assistance to users of their products. For example, customer service software avails a ticketing system that allows agents to track, prioritize, manage and respond to customer concerns. In addition, customer service software tools help to inform customer service delivery. The service delivery tools may include; knowledge bases, messaging apps, automation software, analytics dashboard and others.
Comprehensive customer support software helps align customer service processes by automating the complete ticketing process. Additionally, customer service software gives omnichannel support, personalizes performance reports and dashboards for faster service delivery. Customer care and support are a stronghold for most businesses. Good customer care helps put your business in a better position where it can successfully compete with others. Integration of CRM and customer service software provides agents the right to contextual data, including clients buying history and the interactions they have heard with the business.
Customer support software helps you handle several interactions in the most straightforward manner possible, drives customer-centric communication and promotes service delivery with self-service. Furthermore, the software automates tasks that boost operational efficiency, measures and analyses support metrics and extends reach through mobile support and integration.
Customer service software works by helping businesses boost customer service delivery by unifying customer conversations and providing information across channels and systems in a centralized location.
With the will to help your business grow, we have identified for you the best customer service software platforms that you can trust in Ethiopia.
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
Joint inbox
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 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 replies. Therefore, employ a large team or use multiple software such as chatbots to automate chat interactions. Live chat software enables agents to solve customer issues in real-time and from wherever they already are. Furthermore, 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 there are few monitoring agents and a high volume of emails daily. As a result, 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 even reduce business expenses.
2. HelpDocs
HelpDocs is stand-alone knowledge base software that helps clients find solutions independently. This improves query resolution in a faster manner. In addition, HelpDocs is cost-effective with self-service tools and options which many users prefer.
For entrepreneurs looking to start investing in stand-alone knowledge base projects, HelpDocs is a recommendable option. The software has manageable pricing, a simple interface, and a robust feature set. HelpDocs hosts and monitors your knowledge base in one piece of software. This helps to give attention to customers who need it the most.
If you are looking to create great self-serve content, a knowledge base would be the best option. In addition, the software makes it easy for you to give customers customized support since it has tools that help you deliver to the customers’ expectations.
The software builds brand experience, javaScript and HTM templates, allowing you to have control. With HelpDocs, writers can have bulk tools, keyboard shortcuts, filtering and article blocks without building everything from scratch. In addition, the software has a custom text editor, advanced coaching, smart integrations and SEO templates. This helps your customers get transport smart and faster, hence enhancing customer care.
HelpDocs software lets you know whether you are getting more or less traffic, less or more contact forms and whether impressions are being made. This helps you know whether you are making conversions or not. HelpDocs has stale tools which ensure that your articles are kept updated with the latest information. Additionally, the software has features that make management, adding and scaling users simple; this makes it easy to send team invitations.
HelpDocs integrations include; Go squared, chrome, intercom, lighthouse, front and slack.
Pricing details; the starting price is $49 per month.
3. Getresponse
This has a good number of years in serving businesses, and, interestingly, most of them have been able to flourish, and that is what Getresponse does for your business. Getresponse aids you in getting started with email automation and offers tons of templates. In addition, it has landing pages to help get in touch with customers and funnels to do the nurturing and marketing. Getresponse can combine with the already used online tools like WordPress, PayPal, and WooCommerce and has a wide variety of marketing analytics and reporting features.
Why would we recommend Getresponse?
Wide range of marketing and automation tools
Good lead nurturing
Eye-catching landing pages
Combining with the leading apps
Excellent and favorable for all kinds of companies
Getresponse prices are affordable, starting from $15 monthly, depending on your business needs. If your business needs are many, for example, wanting to reach out to 3000 customers, you will be required to have around $45 monthly; essential needs go for $69 monthly. Professional goes for $139 monthly, while advanced needs, including enterprise campaigns, go for $1199 monthly.
4. Campaign monitor
Campaign monitor customer service software helps you generate sales results in a short while through its email marketing and automation tools.
The software also has a drag and drop email builder, which is easy to use and personalizes designs to represent your business brand. Additionally, the software has template management for teams with an email designer. The designer allows teams to update only what is necessary and ensures that vital business data is kept intact, secure and safe.
Campaign monitor allows full personalization of the business brand in all aspects of your campaign in the email builder. In addition, Campaign Monitor has templates that are responsive to mobile devices, which enhance the look of the campaigns.
Campaign monitor features include;
email marketing
segmentation and personalization
link review
marketing automation
transactional email
analytics
integrations
signup forms and more.
Campaign monitor price details: a basic goes for $9 per month, unlimited goes for $29 per month, premier goes for $149 per month.
Campaign Monitor integrates with salesforce, WordPress, Unbounce, intercom, OptinMonster, Rungopher, Facebook lead Ads, AdRoll, Raiser's Edge NXT, Lexer, Qgiv and more.
5. ServiceNow
ServiceNow is a good support software for IT teams. The software aids teams in administering internal team requests. The software has an Al-assisted ticket routing feature, which helps improve productivity.
ServiceNow has self-service options and virtual assistants, which aid workers in finding quick responses and reports that help monitor performance and spot areas that need improvement. ServiceNow software enables you to build a digital experience that gets your employees to work better, faster and in an intelligent manner. ServiceNow helps you boost productivity, resilience and cost-effectiveness through a central platform that could transform your business with IT digital workflows.