• Apophia

The Best Customer Support Software In Uganda

Updated: Oct 27, 2021

Companies in Uganda use Customer service software to promote customer service delivery by unifying customer conversations and information across channels and systems in a single location. As a result, small businesses and startups leverage the use of quicker, more reliable and customized responses to customers’ questions which helps them have superior customer service.


Why should you use customer service software?
  • It helps smaller teams to do more and quicker

  • Enables businesses to scale smarter

  • Fosters a seamless agent experience

  • Streamlines self-service

  • Drives customer satisfaction and loyalty

The Best Customer Support Software In Uganda


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. 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 business. 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 so that you can 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