• Apophia

The Best Customer Support Software In Rwanda

Updated: Oct 27, 2021

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.


The Best Sales And Marketing Software In Rwanda

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

  • Knowledge Base


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.