Platforms for customer assistance are crucial for improving business operations since they improve customer happiness, efficiency, and communication. These powerful technologies centralise contacts, enabling support teams to handle requests in an efficient manner. Businesses can quickly respond to client requests thanks to ticket management, automated answers, and real-time chat services. Analytics may discover trends and provide insightful information that ensures services are continuously improved. CRM and other tool integrations improve productivity and data management. These platforms promote more seamless interactions that increase client retention, shorten response times, and promote overall business expansion. Organisations can give great service and stay ahead of the competition. Here are Top 5 organisations that give great service and stay ahead of the competition by strategically investing in a dependable customer support platform.
Kapture
Kapture is a renowned SaaS-based Customer Support Automation platform that deeply focuses on customer support and enables personal customer interactions. Founded in 2014, Kapture brings a customer profiling and segmentation tool that lets the user collect and segregate all prospect interactions on a single platform. This enables them to understand and profile their customers for a more real experience. The startup is helping brands with ticket management, a knowledge management system, an intelligent self-service portal, efficient customer data management, intelligent chatbots that provide contextual responses, omnichannel support operation that integrates queries from multiple channels onto a centralized location, customized tools, and powerful API integrations for smooth operations.
Zendesk
Zendesk is a ticketing system used to manage customer conversations. With any Zendesk plan, you’re able to manage email, Twitter, and Facebook conversations. On their higher-cost plans, you’re also able to manage phone and chat conversations. Though Zendesk is generally associated with larger teams because of the relative complexity of the product, resources needed for initial set up, and overall cost, they do have a few lower-cost plans. Those lower-cost plans do lack some features but should cover the basics for those with a primary focus on email support.
Freshdesk
A cloud-based customer support and helpdesk software that offers a range of features to manage customer interactions and improve customer experience. Freshdesk has two support offerings: one for just a help desk solution and one that covers omnichannel support. There are plan tiers within both, but the help desk solution is a lower cost on average when compared to the omnichannel product, and it’s probably a good starting place for most small businesses.
Salesforce
A cloud-based customer relationship management platform offering solutions for sales, customer service, and marketing, with analytics, automation, and integrations. It can be a good option for teams that are looking to provide support over Slack — Service Cloud integrates natively with Slack. Beyond Slack, you can use Salesforce Service Cloud to provide support via email, live chat, and self-service channels. The platform also offers add-ons like field service and AI tools and can integrate easily with Saleforce’s CRM for added customer insights.
