• Apophia

Top Customer Software In Zambia

Updated: Oct 27, 2021

Having reliable customer support software that supports your day-to-day work reduces the load of tasks that have to be accomplished. In addition, using customer service software to manage customer relationships helps the business keep pace with client needs while giving a unique and excellent customer service experience.

Customer service software tools automate tasks, especially administrative manual tasks that need a lot of time. This helps to free some time for agents and reps to focus on more revenue-generating activities for the business. Additionally, using service software reduces costs since you don’t need to hire many sales reps and agents to do the work.

All you need is to understand the nature of your business, business goals and your clients’ needs and then find appropriate software suitable for your business to help you manage customer relationships to the maximum.

The Best Customer Service Software In Zambia

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. Userlike

Turn your website visitors into purchasing customers. Userlike customer service software helps you nurture customers across different messaging platforms. There is no better way of communicating with your customers other than using Userlike. The software is primarily used by support staff, sales representatives, sales agents and sales managers when speaking to customers.

Userlike service software keeps track of customer interactions and documentation. This helps teams to know who the customers are while engaging them.

The Best Sales And Marketing Software In Zambia

Why should you use Userlike service software?

  • Gives customer satisfaction

  • Creates customer loyalty

  • Gives customer feedback instantly

  • There is service efficiency

  • Generates leads and conversions

Userlike features include;

  • all-inclusive button integration

  • forward with context

  • operator skills

  • sticky chat

  • smart customer profiles

  • CRM integrations

  • chat rating and feedback

  • pre and post-chat survey

  • proactive chat

  • widget routers