• 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.

The Best CRM In South Africa

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.