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Customer service software is a set of tools used to gather, organize, respond to, exchange and report customer support requests. Customer service software is usually used to manage interactions between the business and its customers. The interactions could be from emails, live chat, messaging channels and social media platforms.
Companies prefer to use Customer support service software systems to enable efficient service delivery and good relationship management. Customer service software has different types: help desk software, shared inbox software, phone support software, knowledge base software, live chat support software, and messaging.
Why does your business need customer service software?
Provides responsive and consistent support
Collects customer insights
Works well
Analyses and reports
Boosts and scales up services
Given a variety of tools on the market, you need to choose software that meets your business goals and needs and customers' demands. To help you find the best software in Egypt,
The Best Customer Support software In Egypt
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. Wix
Wix is a web-based service software that aids users in creating and managing websites. Additionally, the software offers many templates with video backgrounds, fonts and animations. The software gives users custom websites with logos and branding.
The service software allows users to display images, videos and text in a gallery layout and add zoom-in or fade-in scrolling effects.
Wix has an artificial design intelligence that crafts customized websites for users with texts and images. Furthermore, the service software has a code that gives serverless coding. This allows users to put up their database collections, build content websites and add custom forms. In addition, Wix allows displaying products, managing orders and payments.
Wix features include;
intuitive website builder and Templates
free and reliable hosting and customizable designs
social feed
live chat
email marketing
financial tools
Wix App market
contact manager
marketing tools
site analytics
Wix's pricing plan starts with €4.50 per month, a free version connected to the domain. A combo costs €8.50, unlimited costs €12.50; VIP costs €24.50 while business VIP costs €35. The packages are charged monthly.
3. Help Scout
Help Scout is a customer service software and an all-in-one solution to customer relationship management problems. Startups and small businesses usually have a limited budget, and an easy-to-use, flexible and affordable software like Help scout would be a good choice for growing businesses.
Help scout service software gives excellent customer experience to clients and support teams. The software has a centralized tool where emails and live chat are managed from. This provides comfort to customers to contact you when they are at their ease and whenever they are. In addition, help scout service software supports teams to work in a centralized queue that bears client requests and orders.
Help Scout has a customizable helpdesk with docs to enable clients find responses by themselves. This reduces team workload. The software allows performance review from pre-built reports. Additionally, the software shows metrics like; busy times, support request orders, common channels used by clients and average response time.
Help Scout has features like Collision detection, which decreases hassles for teams since they show if any person is working on a ticket. Additionally, the software eliminates duplicate replies to give customers a good experience.
Help Scout software has saved replies that allow agents to have a database of canned responses to reply to FAQs, creating time for teams while enhancing customer satisfaction due to timely responses. In addition, the service software has client profiles that enable you to see past interactions and client data from connected applications to lay a good ground for a perfect customer experience.
Help Scout's pricing plan starts at $20 per user per month.
Help scout service software features include;
Apps and integrations
API
advanced formatting
assigning
attach files
auto Bcc
auto-reply
browser notifications
chats
bulk actions
CSV export
custom apps
collision detection
customer profiles
4. ServiceNow
ServiceNow is a customer service software that best suits Information and Technology professionals and teams. ServiceNow service software is a support ticket management platform that aids and supports teams manage internal requests.
The service software helps to connect people, functions, and systems across the business. This allows people in business to keep connected to customers while offering immediate support. This yields a good customer experience and creates satisfaction in the long run.
ServiceNow customer support software has an Al-assisted ticket routing feature that helps to improve productivity. In addition, the software has self-service options and virtual assistants to support business workers in finding quick replies. It also helps to find reports and track performance to identify strong and weak points of a business while laying strategies for improvement.
ServiceNow features include;
automated-testing framework
change advisory
workbench
application portfolio
management
customer relationship management
Scout'sServiceNow express.