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Customer service software enables you to construct long-lasting relationships between the business and its clients. Your customers are vital for the growth and survival of your business. Customer service software gives customers an incredible feeling of a good experience, especially if there is full-time engagement.
Customer service software is a program that aids companies offer assistance to people who buy or use company products. Customer service software gives a centralized system where service agents can track, organize, prioritize, manage, respond to and address customer or employee concerns. Customer support software helps to inform and facilitate customer service delivery. The tools that help with customer service delivery include; knowledge bases, messaging apps, automation software, analytics and dashboards. In addition, customer service software integrates with Customer Relationship Management to give quality data about customer details.
The Best Customer Service Software In Nigeria
Nigeria has various customer service software tools; therefore, choosing the right one can be tricky, but we have identified the best-selling customer service software tools for you.
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. Oracle CRM Nigeria
If you are an entrepreneur and want to create a future for your business, Oracle customer service software is ideal. Oracle CRM Nigeria uses modern technology to tackle the real problems that companies face.
Oracle is among the top customer service software that promotes the growth of online e-commerce companies. Oracle software transforms the world of business through empowering startups, small businesses, medium and large enterprises with the required tools to create change.
Oracle CRM is software that takes innovation and development ahead to match their customers' demands.
Oracle customer service software creates strong relationships between the business and its customers. This is through analyzing, administering, and civilizing customer relationships. Oracle Customer service software follows up from when a customer is a lead until they make a purchase.
Oracle customer service software works in various industries. Some of these are; automotive, communications, construction and engineering, consumer goods, education and research, financial services, hospitality, media and entertainment and professional services.
Features of Oracle CRM customer service software
Social CRM
Customer data integration
Price management
Self-service and e-billing
Quote and order capture
CRM gadgets
Business intelligence applications and partner relationship management.
Oracle pricing: there is a free trial, but Oracle CRM pricing starts from $75 per month, the standard version goes for $90 for each user per month, the enterprise version goes for $125 for each user per month, and the self-deployed version goes for $110 for each user per month.
3. Apple Business Chat
Apple Business Chat is customer service software that enables your clients to order for purchases, resolve pending issues, if any, make appointments and meetings and get answers to their queries through messenger.
Apple business chat ensures constant messaging and giving an excellent experience to a customer. Apple business chat requires a messaging application, for instance, sunshine conversations.
The features of Apple business chat include;
API
Payments
Booking
Native integrations
Image/audio and video file support
4. Zendesk
Zendesk customer service software helps businesses to grow good relationships with customers. A good relationship enhances a good customer experience which results in customer retention, continued support and productivity.
Zendesk customer service software is user-friendly, easy to implement and can fit into the business needs of any business. Zendesk customer service software serves SMEs. Zendesk brings together big teams while concentrating on high regard issues in a company. To help your business meet all its customer needs. Zendesk equips your business with the required tools to meet your customer needs on the different channels of communication they preferably use while customizing a good experience for each individual.
Zendesk customer service software has tools to help you manage a business with multiple customers and agents while customizing support to solve customers’ problems. These tools include; advanced workflow capabilities, Al-powered automation and self-service.
For small teams, Zendesk is suitable for efficiency. Zendesk gathers all the customer data in a single and centralized workspace, making accessibility easy. In addition, Zendesk has tools to help you capture customer data such as; customer questions to share the required information when necessary.
Zendesk has tools such as; Omnichannel which helps startups consistently keep in contact with clients, give them the best customer experience and win their reliability. Other support services to enhance consistent engagement with clients include; phone, email, and chat and they are all put in one place hence free access.
Features of Zendesk customer service software include:
Livechat software
Ticket routing
API
Tracking and reporting
Knowledge base
Native integrations
Automation
Community forums
Self-service portal
Zendesk customer service software gives a free credit for six months with access to tailored resources and a growing network and community of customer experience experts.
5. Sage CRM
Sage customer service software helps businesses to interact with customers more effectively. Sage keeps track of customer interactions and also aligns sales and marketing efforts. Through sales automation, sage customer service software promotes customer relationships for all kinds of businesses, including; B2B and B2C businesses. Sales, marketing and customer service are some of the functions that use Customer relationship management software.
Sage customer software helps startups capture all customer interactions and centralize them, making it easy for teams to work together and grow customer relationships.
Sage customer service software captures all the customer data, which helps companies submit informed decisions through real-time analytics.
Over the years, Sage has gained trust, and so far, over 15,000 companies worldwide are trusting sage as one of their stand-alone business solutions. Sage CRM helps businesses realize improvement in productivity and visibility hence aiding businesses to make informed decisions. It is a very durable sales and marketing software to use in Nigeria.
Sage CRM is a cloud-based CRM that gives flexibility to teams to work from anywhere, which improves performance and productivity. Additionally, Sage CRM gathers all the customer data into a single platform; this makes monitoring easy and turns a business into a customer-centric company.
How sage CRM works;
Sage customer service software collects data from all customer conversations and puts it in one central place where users can access it. As a result, sage customer service software has some outstanding benefits, such as saving time, easy access for users, data is easy to use, and pass automates sales workflow and centralizes internal communications. In addition, it’s easy to monitor the progress of the business and strategies for the best performance.
Sage customer service software promotes customer service software and generates more customers for the best through sourcing leads, nurturing them, finding opportunities and closing sales. Additionally, Sage customer service software engages customers and keeps them motivated; it presents a complete view of customers’ journey, enabling them to address customer questions and any other issues that might be coming up.
Top sage CRM features include;
Centralizing data
Automating sales process
Gaining business insights
Delivering exceptional customer experience
Managing and growing contacts
Identifying better marketing efforts