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Customer service software majorly includes tools considered to aid businesses in dealing with multichannel inbound and outbound communications. The tools usually focus on running live chat, phone support, email, knowledge base and messaging. The essential features of focus here include analytics, ticketing and call routing.
Good customer service and attention attract loyalty and continued support. However, as an entrepreneur, it is essential to implement good customer service through the best customer service software. For an entrepreneur who wants their business to scale smarter, customer service software is the tool that you need to achieve excellence.
Customer service software is suited to work for all businesses ranging from small to large enterprises. The benefits for the business cut across so long as your aim as an entrepreneur is to keep your customers engaged with the company and satisfied. For small and medium enterprises, customer service software is a significant rock for their future growth. The growth can be achieved through continuous engagement with customers to grow relationships while driving future business.
Constant customer interaction helps the business navigate through a customers’ journey to understand a customer's needs and provide relevant solutions or services. Small and medium companies commonly use customer service software to:
Give value to their customers
Grow more robust and long-lasting customer relationships
Ease customer service processes
Provide a personalized experience to customers
Analyze and understand customer behavior to provide relevant services in real-time
Identify existing opportunities and take advantage of them
Make the process efficiently using real-time information
The best customer service software in Rwanda
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. Bitrix24
Bixtrix24 is a self-hosted cloud-based customer service software your business will need. Bitrix24 service software automates business processes and activities for both SMEs and big enterprises. This makes the management and administration of small, medium and large businesses easy.
Bitrix24 is a service software that can manage a multitude of services and applications in a single and centralized system that allows flexibility for your business to work in.
To harness efficiency in communication, Bitrix24 allows HD video calls and conferences, private chats and groups. Additionally, the software has an inbuilt online time clock that will enable you to start, pause and finish your working day on time.
The cloud-based sales management software offers tools for complimentary sales, promotion and customer management. In addition, Bitrix24 performs better with lead management, sales performance and tracking, pipeline management.
The customer service software offers invoices, telemarketing, sales automation, free documentary management, inbound and outbound calls, automating email marketing, and reservation of communication history.
The software is Web-based and mobile; hence you can freely have it installed on a mobile device like a phone, computer or tablet. In addition, there is a version for Android and IOS devices.
Features of Bixtrix24 include;
instant messages
calendar sharing
CRM
daily planner
company structure
bulk email
sales funnel
user profiles
time management
tasks
workflow
task reporting
email notifications and more.
Bixtrix24 pricing; For the first 12 users, Bitrix24 offers a free version; however, it also has packages that you can purchase, such as; start + is for $19 a month, CRM+ is for $55 a month, project +is for $55 a month while a business plan has two unique packages that are standard goes for $79 a month. Professional goes for $159 a month.
3. Freshsales
To accelerate and increase revenue through marketing and sales, you need to grow your customer service experience with the help of Freshsales. Good customer service promotes retention, which comes along with continuous support. In addition, freshsales customer service software increases a company's revenue through context-driven sales.
The service software has inbuilt tools, for instance, phone and email, dashboards, customizable visual reports, visual deal pipelines, intelligent workflow automation, artificial intelligence-based on lead scoring. The tools help you best with managing customer relationships. In addition, the service software allows customization of client engagements which eases the sales cycle and promotes the growth of the business.
Features of Freshsales are;
sales sequences
integrations
territory management
deal management
bulk emails
formula fields
mobile app
email integration
sales analytics
sales sequences
workflow automation
sales activity management multiple sales pipeline, web forms and more.
The software gives you a complete view of customers' interactions to deliver a personalized experience. This allows you to close deals faster with a 360 degrees view of your customers. In addition, the software promotes efficiency by aligning the sales process since most time-consuming activities are automated and more time is spent on selling.
Freshsales service software reduces business costs due to automation, boosts adoption, is more straightforward to use, is easy to implement, and boosts employee morale to deliver.
Freshsales gathers all the essential customer information and details under a single depository to make it accessible. In addition, freshsales customer service software uses AI automation to boost teamwork, enable communication, chat with leads, understand customers’ behavior and close deals.
Freshsales, the customer service software, serves companies of all sizes, including; finance and accounting companies, insurance companies, telecom companies, retails companies, consumer electronics, professional services, real estate, education, health care, e-commerce, technology, and many more others.
Freshsales customer service software integrates with other applications such as; Pure360, LeadsBridge, MSB, Docs, 3CX, Microsoft dynamics 365, Desktop.com, Hubspot CRM, Mailchimp, Freshdesk and many more.
Freshsales customer service software pricing: Growth is for $15 per user per month, pro goes for $39 for each user per month, while enterprise goes for $69 for each user per month, but there is also a free version for trial.
4. Salesforce Automation software
Salesforce automation customer service software is a tool that any business would need to grow into an enterprising company. Salesforce values customers, and they believe that any business can't make a growth step unless it can convince someone to purchase a product.
It’s critical to note that the success of your business depends on how closely you relate with your customers since customers are the lifeblood of any business. Salesforce service software aligns product vision, revenue growth and marketing execution.
Salesforce customer service software is designed to best suit small, medium and big businesses. Salesforce has various CRM categories to address all your business and customer needs, including sales cloud, service cloud, analytics cloud, data cloud, community cloud, App cloud and IoT.
Salesforce service software is simpler to use and has numerous features favorable for small and medium businesses. However, the majority of the features are set for large companies and enterprises.
Salesforce service software gives a free version that lasts for a month while other packages include; essential package goes for $25 a month for 10 users and below, professional goes for $75, enterprise goes for $$150 whereas unlimited goes for $300.
Why should you use salesforce software to grow your business?
It gives access to all features
Provides the complex sales process requirements
Offers products for all business sizes
Salesforce has numerous product enhancements
Salesforce features include;
contact management
opportunity management
quote management
quote to cash, reporting and analytics
salesforce for small businesses
lead management
watch marketing activities across all channels
dynamic dashboards and custom reports
mobility
email integration with salesforce lightning
comprehensive sales forecasting
sales engagement and collaboration
territory management
partner and channel management.
5. Microsoft dynamics 365
Microsoft dynamics 365 customer service software aids your business to grow without limits. The software allows you to deliver exceptional customer care support that empowers your business to grow immensely. The service software works as a service (SaaS) for sales, marketing and customer service functions.
Microsoft dynamics 365 service software brings all business customers together, which enhances continued purchases and more sales. The stronger the relationship between the business and its customers, the more deal and opportunities that come through, including referrals. That promotes productivity, increased sales, more profits and more revenues.
The service software can be used by any business and of all sizes, including; manufacturing industries, financial industries, retail businesses, health care, automotive, government entities and more.
Microsoft dynamics' support services to businesses include; customer data platform, sales, service, marketing, commerce, supply chain, human resource services, finance, project management and more.
Features of Microsoft dynamics 365 include;
Customer insights, editable grids, web API enhancements, activity sorting control, programming management of product properties, define access for modular apps, use form scripts to add icons with tooltip text for view columns, and other features.
Dynamics 365 service software pricing plans: marketing is for$750, sales professional goes for $20, sales enterprises range from $20, sales premium goes for $, customer service professional goes for $20, remote assist goes for $20 while Microsoft relationship sales go for $162.