The 10 Best Customer Service Software Tools in 2021

客户服务的预期正在发生改变。他因tomers want faster response times, less back and forth, and more transparency. These new expectations can bring new challenges, and we need to make sure our teams are prepared.

为了满足新的客户需求，我们经常采用新工具来提供帮助。但是，要对所有评论和兽医进行分类真的很难是否对您的组织有用。考虑到这一点，我们汇总了今年八种最佳客户服务工具的​​列表。

What makes a good customer service software tool?

This isn't your standard comparison list. We're covering a broad spectrum of tools and sharing our top picks. Because we didn't want to compare apples to oranges, we based our selection on a few key components of what makes software valuable, including:

1. Usability: How easy is the software to set up? Is it intuitive to use? Will agents enjoy using it as part of their daily workflow?
2. Effectiveness：该工具如何解决应该解决的问题？您是否需要完全补充该软件，或者它是一个很棒的工具？bob电竞官方下载
3. Value：您支付的金额多少钱？它是满足需求还是简单地满足的东西？该软件是否会使您的bob电竞官方下载客户和团队受益？

With those three qualifications in mind, let's get into the list of the tools we've chosen.

前十大客户服务软件工具bob电竞官方下载

1.集线器服务集线器- Help Desk Software

帮助台软件bob电竞官方下载is the centerpiece of your customer service software. It's where your agents spend most of their day and the main way they communicate with customers. Since it's so important, it's paramount you choose a good one.

When considering help desk software, there are some core functionalities your tool needs to include:

• 共享收件箱
• Ticket organization
• Automation
• Reporting functionality

Service Hub提供一个共享的收件箱，以使与客户的1：1通信更加容易。它具有强大的自动化，可以将消息路由到适当的渠道并提高生产率。您也可以使用botsto provide instant responses to frequently asked questions. Reporting tools allow your team to learn their strengths and analyze trends to better serve your customers.

HubSpot Service Hub is best when used in conjunction with other HubSpot tools. Integrating with HubSpotCRM, Sales Hub, and Marketing Hub allows you to create a positive experience for your customers.

该工具是为中小型企业设计的，但是有针对大型团队的企业计划。

价格：Free

2.Olark- Live Chat

Your客户想要实时聊天, so it's important your team has a tool that keeps up with the demands of covering a chat channel. Some help desk software may have a chat feature included, but a dedicated tool can be a better option.

When using a built-in chat tool, you typically have less control over branding and workflows. With Olark, you can to customize your chat box to match your brand and encourage customers to interact with you based on predefined workflows. Along with customizing the design, you can localize the language for different users and have custom avatars to keep your chat as human as possible.

A few other key features Olark offers are:

• 聊天自动化以快速帮助客户
• Per agent (not per chat) pricing
• Access to chat transcripts
• Real-time chat metrics

The last thing we really love about Olark is its ability tointegratewith otherbob电竞官方下载, like HubSpot. Having those integrations means no matter what other software you use, you can get the most out of your chat interactions.

价格：$ 17/月

3.MobileMonkey- Multi-Channel Chat Support

Any piece of effective chatbot software should strive to create a better CX (customer experience) from the first touchpoint with a prospect to actions that help to retain long-time customers.

OmniChat by MobileMonkey is a unified messaging inbox that streamlines all of your customer chat channels into one unified inbox -- allowing you to view all conversations happening across live chat on your website, Messenger chat for Facebook and Instagram, SMS text messages, and other common customer touchpoints.

MobileMonkey’s chatbot solution is popular among customer service teams for a handful of reasons:

• Chatbots provide 24/7 support and instant responses to customer questions via Q&A triggers.
• 如果机器人无法完成工作，您可以通过智能警报和通知自动将客户从聊天机器人路由到最佳现场代理。
• 实时聊天支持是一个很好的机会，可以注册人们进行持续的营销传播。Omnichat在Messenger和SMS等其他消息传递渠道上为您的潜在客户和客户提供无摩擦的选择，以便为您的潜在客户和客户提供自动滴入序列。

价格：Free

4.JIRA- Bug Reporting

Working in customer service means wearing many different hats. Responding to customers is usually the largest part of the job, but customer service agents are also thevoice of the customer. And, part of being that voice is reporting feature requests and software bugs.

Without a dedicated tool, bug reports and feature requests can get lost, be difficult to follow up on, or missed altogether. In most cases, this type of software is something your development team is already using. So, you'll most likely be adding seats to this tool for your customer service agents.

JIRA不仅允许您报告错误和功能请求，而且还可以使请求井井有条。代理商和开发人员可以对每个报告发表评论，并随时随地进行更新。基本上，这是客户服务和产品可以协作的地方，这对您的业务非常有益。

价格：$10/month

5.Hootsuite- Social Media Support

Just like how live chat is growing as a support channel, social media is another channel that's gaining popularity each day.

通常，通过社交媒体伸出援手的人们希望快速答复。尽管许多帮助办公桌确实具有监视社交渠道的能力，但可能会有一些局限性，例如消息的格式格式以及您可以回复的网络。考虑到这一点，值得投资于致力于社交互动的工具。

在社交媒体管理方面，有很多软件选项。bob电竞官方下载我们真的很喜欢Hootsuite的功能。它提供了一个令人惊叹的仪表板，您可以为您的组织定制，并在团队中分享视图。我们喜欢的另一个功能是能够过滤不同关键字，主题标签和位置的能力，以使您的手指遵循客户所说的话。

价格：$29/month

6。HelpJuice- 知识库

由于客户对技术变得更加满意，自助服务options have taken off. This makes it vital you have a top-notch知识库so your customers can find answers on their own.

HelpJuice开始通过一个伟大的接口,s easy to navigate and great for creating content. It has tons of styling options and customization tools to keep your knowledge base on-brand. Its collaborative workflow means you can have multiple authors working on one piece to increase efficiency. Last, you can manage permission levels for different users to make sure everyone has the right level of access.

Analytics is another place HelpJuice excels. Its dashboards are customizable, so you can have the metrics you're most interested in front and center. With its advanced analytics, your team can find out what's working and what could be improved upon. Pair that with the ease of use and amazing design, and we think HelpJuice is a winner.

价格：$ 189/月

7。Zoom- Video Conferencing

If you work on a distributed team, run webinars, or conduct remote training, you know how important video conferencing is. It's the closest you'll get to actually being in the room with someone when you're geographically separated.

尽管许多人可能将Zoom视为会议工具（它是），但我们认为其真正的力量是能够轻松地运行网络研讨会和机上客户的能力。Zoom使发送邀请简单，并且客户无需做很多事情即可参加会议。

Along with the ease of use, you can record sessions. Those recordings are valuable training tools that allow you to include participants who couldn't attend the live session. If you want to dive even deeper, use Zoom Rooms to have a dedicated space for all your video conferencing needs.

价格：Free

8。Nicereply- 客户的反馈意见

我们都想为客户做得很好，但是很难确切地知道他们的感受。发送满意度调查天数或几周，在互动之后并不总是最有利的。客户可以忘记互动的详细信息，并且可能根本不想提供反馈。

Nicereply is a great solution toobtain customer feedbackat the right time. You can brand the surveys to keep with your company aesthetic and customize questions for your specific needs. You can also automate the distribution of your surveys to deliver it at the times you want.

他因tomer satisfaction surveysgive you deeper insight into your customers' wants and needs. These scores are important to know how well your team is doing and where they excel. Nicereply offers in-depth analytics so you get the most out of the feedback your customers provide.

Lastly, Nicereply integrates with many different customer service software, making it very easy to add to your customer service toolbox.

价格：$39/month

9。Vanilla- Community Forum

We often only consider how we can best facilitate our communication with customers, but what about facilitating conversations between customers? There are plenty of fan forums where like-minded people can talk about their favorite shows or hobbies, so why not create a place for your customers to share knowledge about your product?

Community forums are a way to connect your customers to each other. Forums typically end up functioning as a way to share knowledge and showcase different uses for your product. It's a place for users to share best practices and get advice on projects from others who also use your product.

The benefit of setting up your own community forum instead of Reddit, is that you can moderate and be involved in the conversation. Vanilla has a bunch of awesome features, but here are a few we really like:

• 您可以控制的多种讨论类型
• 每个用户的配置文件
• 限制垃圾邮件和滥用用户的工具
• Gamification to encourage interaction

Vanilla offers free and paid versions of their tool, so it's easy to start and expand later if you need to.

价格：$ 689/月

10.Lessonly- 客户服务培训软件bob电竞官方下载

When customer service teams train better, they serve better. So, it’s important for your team to have a tool that delivers customer service onboarding and ongoing training to your entire team.

With Lessonly’s customer service training software, you can quickly build and deliver training lessons in minutes. This ability to scale training provides consistent and targeted training so that everyone gets and stays on the same page.

It also gives your team members the chance to practice customer interactions like mock-tickets, chats, and phone calls in a safe space. By pairing training and intentional practice agents are more engaged, knowledgeable, and confident in their skills.

Finally, Lessonly also integrates with a number of other customer service software tools in your tech stack to simplify learning.

价格：佑天兰s based on team size

How to Use Customer Service Tools

他因tomer service has changed. These days, you need to be everywhere your customers are and provide top notch service. With that in mind, having a robust set of tools is more important than ever.

Starting with the basics is the way to go. So, look first for a great help desk software that can cover a few bases. As your team starts to grow, consider adding in some more dedicated tools and take thecustomer experienceto the next level.

Chat, social support, and community forums are great ways to connect with your customers outside of tickets. Tools like bug reporting and video conferencing help your team connect with one another and benefit customers in the long run. Customer satisfaction software lets your team know what they're doing well and the different areas they can improve.

We know it's difficult to sort through all the different software options, so we hope this list is helpful in your search. As long as you keep your customers first when adding new tools, you'll always make the right choice.

For more information about customer service tools, read our list of the besthelp desk certifications.