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  • Apophia

The Best Customer Support Software In South Africa

Updated: Oct 27, 2021

Customer service software is a tool that aids businesses in South Africa in capturing records and address any customer concerns. The main goal for any business using customer service software is to administer and maintain relationships with the end customers of its products. While using customer service software, you can answer customers’ questions and complaints and engage them effectively on different communication channels.

Customer service software tracks information and keeps it in one place, meaning that you can retrieve and use the data when necessary or whenever you need to use it.

For entrepreneurs in South Africa, your customer service handling techniques speak for your business. To get your customers to enjoy a good experience, you have to deliver quality work and services. Top performing businesses usually enhance and build upon customer service to create a good experience and feeling to grow continuous relationships.

Building an excellent customer service experience requires a centralized platform always to answer your customer questions and resolve any pending issues. The centralized platform you need to help you get to your customers in time is customer service software.

As an entrepreneur, before you buy software, there are certain key features that you ought to always look out for in a system, for instance;

  • Contact management

  • Knowledge base and multichannel communication

  • Workflow automation

  • Self-service portal

  • Analytics and reporting

  • Performance tracking and collaboration

South Africa has developed technologically and is currently one of the top leading countries consuming customer service software in Africa with many software tools on the market. This calls for careful consideration when selecting the software for your business.

The Best Customer Support Software In South Africa

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. Zoho Desk

Zoho Desk is a customer service software commonly known as “the gold standard for great customer relationships.” The software helps businesses get prospects, follow up with customers, generate more sales, increase profits and earn more revenue. This is a soul aim for the majorly of the businesses.

Zoho customer service software collects information regarding sales, marketing, and customer service activities and centralizes it in one place, which helps to align business activities. Furthermore, the software captures and records critical customer information, which may be helpful while doing a follow-up or any other engagement reasons.

Zoho customer service software can be personalized to meet the demands of every business irrespective of the nature and the size of the company. Both startups and large companies use Zoho CRM. The software caters to all modern industries, including; real estate, healthcare, insurance, media, legal, restaurants, banking, travel, tax, freelancers, profit and non-profit making companies.

Zoho service software features include;

  • lead management

  • deal management

  • contact management,

  • workflow automation, and more.

The software integrates with other applications and tools like; Evernote, MailChimp, Google Apps, Microsoft Office and QuickBooks.

Zoho service software pricing: Zoho has a free version that lasts for the first 15 days, but paid packages go for; a standard package is for $12 a month, Zoho Begin is for $7, professional goes for $20 a month, enterprise goes for $35, Zoho ultimate goes for $45 while the unlimited edition goes for $100 every month.

Benefits of Zoho customer service software:

  • Its products and functions are easy to use

  • Suitable for sales organizations, primarily those with the complicated B2C sales cycle.

  • Refunds customers who are not satisfied with their services

3. HubSpot

Hubspot customer service software has helped millions of small, medium and large businesses to grow better. The software makes company collaboration easy, mostly marketing, sales and customer service functions.

Hubspot customer service software has all the tools that any business would need to grow its sales and revenue. In addition, the software has an inbound marketing strategy that helps generate traffic and more leads, convert leads into customers and get a higher return on investment.

Hubspot customer service software helps manage customer data like emails, recording calls and meetings, managing a sales pipeline and also aids sales personnel to keep monitoring customer contacts and deals. In addition, the software helps to monitor performance since it managers an insight into the sales activities.

Hubspot has tools that help to grow sales productivity, shorten the sales process and make it quicker. The customer service software makes it simpler to successfully keep in contact with customers, aid them to meet their business needs and continue to support through more purchases and referrals.

Hubspot popular features include;

  • free meeting scheduler app

  • social media tools

  • email tracking software

  • sales automation

  • Ads software

  • emails marketing software

  • lead management software

  • pipeline management tools

  • sales email templates

  • help desk software

  • free online form builder

  • free chatbot builder

  • free live-chat software

  • marketing analytics

  • free landing page builder.

The software has a free trial version for starts and smaller businesses, but there are also other packages. For instance, a starter package for $45 a month, a professional package for $450 a month, and a big enterprise package go for $1200 per month.

Benefits of using Hubspot CRM:

  • Easy to use hence favoring small and medium enterprises

  • It gives a free trial version that lasts forever

  • Pricing and solution packages easily align with the kind of a business

  • Helps to understand CRM lead management

4. Pipedrive

Initially developed by salesmen to align sales, marketing and customer service activities, Pipedrive is a software that helps track, complete and way movements of the business in South Africa. Small, medium, and large companies use the software.

Pipedrive service software has inbuilt visual pipelines which allow you to see where sales activities and deals stand with loads of innovative and easy-to-use features.

Chatbots and web forms help to monitor and manage leads.

Pipedrive features include;

  • Monitoring communication through calls and emails

  • Scheduling meetings

  • Saving time

  • Activity reminders like open API and webhooks

  • Security reports and insights.

  • Pipedrive easily integrates with other tools, for example; salesforce, HubSpot, and Zoho. Additionally, Pipedrive tracks and organizes sales activities hence efficiency and effectiveness.

Pipedrive pricing: the software a free trial. There is a monthly or annual subscription provision depending on what you want to do for your business. An essential package goes for $15 per month; the advanced package is for $29 monthly, the professional package goes for $59 monthly, while an enterprise package goes for $99 per month.

Benefits of Pipedrive:

  • It puts all your contacts, emails, calls, deals in a central place, making it easy to access

  • It helps teams work efficiently since it speaks to business needs

  • Gives access to customer reporting tools.

  • Promotes efficiency via the visual representation of the entire deal process

5. Insightly

Insightly customer service software is a tool that offers its customer relationship management software solutions to small, medium and big businesses. The software provides its services to a range of industries, including; manufacturing, consulting, professional services, media and advertising, nonprofit companies and technology companies. In addition, insight is a popular software for Google and Office 365 users. Currently, over 1.5 million people and over 25,000 businesses consume and make use of Insightly products.

Insightly features include;

  • workflow automation

  • 3rd party integration

  • reporting and project management

  • marketing, sales and integrations, thus helping you follow up with your customers and also strengthening relationships.

Insightly pricing: there is a free trial version; the plus plan goes for $29, the professional is for $49, and the enterprise plan is for $99.

Benefits of Insightly:

  • Good user ability and quality interface

  • Has improved products and functions

  • Caters for all needs of medium and small businesses

  • Easily integrates with other platforms and software tools

  • Has effective lead and pipeline management

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