15 Best Customer Service Apps for Businesses

Are you a business owner or a Customer Service Manager looking to improve Customer Service and satisfaction? If you want to provide fast, friendly, and personalised support to your customers across multiple channels and platforms, you need the right Customer Service Apps. With the plethora of Customer Service Apps, both paid and free, available in the market, the challenge lies in choosing the ones that suit your business needs and goals.

This comprehensive blog addresses your concerns by presenting a curated list of the top 15 Customer Service Apps, enhancing your Customer Service experience. Whether you have a small or a large business, this blog will help you find the Best Customer Service Apps to boost your efficiency and effectiveness in Customer Service and retention.

Table of Contents

1) What is Customer Service?

2) 15 Brilliant Customer Service Apps

a) Chatdesk

b) JustCall

c) LiveChat

d) PipeDrive

e) Groove

f) Sprout Social

g) Aircall

h) RingCentral

i) Slack

j) Uberconference

k) MaritzCX

l) TeamSupport

m) Zendesk

n) Salesforce Desk

o) Thematic

3) Conclusion

What is Customer Service?

Customer Service aids, guidance, and support to customers before, during, and after purchasing or using a product or service. Customer Service can be delivered through various channels like phone, email, chat, social media, or in person.

The main goal of Customer Service is to ensure customer satisfaction and loyalty by meeting or exceeding their expectations and needs. Customer Service can also help resolve customer complaints, problems, or issues and provide feedback or suggestions for improvement. A key element in Customer Service is distinguishing between a Call Center vs Help Desk, where the former typically handles high volumes of inbound and outbound calls, while the latter is more focused on resolving specific technical issues, often providing specialized support.

Customer Service is an essential part of any business, as it can affect the company's reputation, revenue, and growth. Customer Service can also create a competitive advantage by differentiating the company from its rivals and enhancing customer retention and referrals. Customer Service, such as repeat purchases, word-of-mouth, or reviews, can influence customer behaviour.

15 brilliant Customer Service Apps

Here are some top Customer Service Apps prevalent across the industry:

1) Chatdesk

Chatdesk is a Customer Service platform that helps businesses handle customer inquiries across multiple channels, such as email, chat, social media, and phone. In addition to traditional support, Chatdesk excels in Social Media Customer Service by using AI to automate responses, route tickets, and analyse feedback.

Features:

a) Chatdesk trends: Identifies customer issues and sentiment from various feedback sources.

b) Chatdesk shift: Reduces call volume by shifting to messaging channels and enhancing self-service.

c) Chatdesk teams: Optimises Customer Service teams across channels and platforms.

d) Chatdesk superfans: Identifies and engages with loyal customers and advocates on social media.

e) Chatdesk insights: Measures and enhances customer satisfaction and loyalty.

2) JustCall

JustCall is a cloud-based phone system that allows businesses to make and receive calls from anywhere using local or toll-free numbers. JustCall integrates with various CRM, helpdesk, and marketing tools to streamline workflows and automate tasks.

Features:

a) Call recording and transcription: Records and transcribes calls for quality assurance and training.

b) Call distribution and routing: Assigns calls to suitable agents based on skills and availability.

c) Call analytics and reporting: Tracks call performance, productivity, and outcomes.

d) SMS and MMS: Send and receive text and multimedia messages from customers.

e) Click to call: Initiates calls from web pages or apps with a single click.

3) LiveChat

LiveChat is a live chat software that enables businesses to communicate with website visitors in real time. LiveChat helps companies to increase conversions, sales, and customer satisfaction by providing fast and personalised support.

Features:

a) Chat widget: A customisable chat window is embeddable on any website or app.

b) Chatbot: AI-powered conversational agent for answering queries and booking appointments.

c) Canned responses: Predefined messages to speed up responses and ensure consistency.

d) Chat archives: Repository of chat transcripts and history for easy retrieval and filtering.

e) Chat ratings and surveys: Collects feedback and ratings after each chat session.

4) PipeDrive

PipeDrive is a sales CRM and pipeline management software that helps businesses manage leads, deals, and contacts. PipeDrive allows companies to optimise their sales process and increase revenue.

Features:

a) Pipeline view: Visual method to track deal progress and status in the sales pipeline.

b) Email integration: Syncs and tracks emails with contacts and deals, enabling personalised messaging.

c) Activity reminders: Schedules and follows up on tasks, calls, and meetings with prospects.

d) Web forms: Captures and qualifies leads from website visitors and landing pages.

e) Insights and reports: Monitors and analyses sales performance, trends, and forecasts.

5) Groove

Groove is a helpdesk software that helps small businesses provide fast and personal customer support. Groove helps companies to manage tickets, collaborate with team members, and automate workflows.

Features:

a) Shared inbox: Centralises and organises customer communication from various channels.

b) Knowledge base: Publishes self-service articles and FAQs for customers and agents.

c) Rules and automation: Set up triggers and actions to prioritise and resolve tickets efficiently.

d) Collaboration tools: Enables chat, comment, and note-sharing within tickets for team collaboration.

e) Customer satisfaction: Measures and enhances customer happiness and loyalty.

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6) Sprout Social

Sprout Social is a social media management software that helps businesses grow their social presence, engage their audience, and measure their impact. Sprout Social helps companies manage multiple social accounts, create and publish content, and analyse results.

Features:

a) Smart inbox: Views and responds to all social messages from one platform.

b) Content calendar: Plans, schedules, and publishes content across social platforms.

c) Social listening: Monitors and analyses brand mentions, keywords, and trends.

e) Reporting and analytics: Tracks and measures social performance, reach, and engagement.

f) Advocacy and influencer: Identifies and connects with brand advocates and influencers.

7) Aircall

Aircall is a cloud-based phone system that allows businesses to set up and manage virtual call centres. Aircall helps companies improve Customer Service, sales, and collaboration.

Features:

a) Phone numbers: Obtain and utilise local or toll-free numbers from over 100 countries.

b) IVR and call routing: Create interactive voice menus and route calls to suitable agents or teams.

c) Call conferencing and transfer: Easily add or transfer calls to other agents or external numbers.

d) Integrations and APIs: Connect Aircall with various CRM, helpdesk, and communication tools.

e) PowerDialer: Automate outbound calling campaigns and follow-ups.

8) RingCentral

RingCentral is a unified communications platform that provides businesses with cloud-based phone, video, and messaging solutions. RingCentral helps businesses communicate and collaborate with customers, partners, and team members.

Features:

a) Cloud PBX: Set up and manage a cloud-based phone system with advanced call management and security.

b) Video meetings: Host and join online meetings with HD video and audio, screen sharing, and chat.

c) Team messaging: Create and join team chat rooms with file sharing, task management, and integrations.

d) Contact center: Deliver omnichannel Customer Service with intelligent routing, analytics, and automation.

e) App gallery: Access and utilise over 200 pre-built integrations with popular business apps.

9) Slack

Slack is a cloud-based collaboration software that helps teams work together more efficiently and effectively. Slack helps teams communicate, share files, and integrate with other tools.

Features:

a) Channels: Create and join topic-based chat rooms for different projects, teams, or purposes.

b) Direct messages: Send and receive private messages to individuals or groups.

c) File sharing: Upload and share files of any type and size, with previews available within Slack.

d) Search and navigation: Easily find and access any message, file, or channel within Slack.

e) Apps and workflows: Connect Slack with over 2,000 apps and automate tasks and workflows.

10) Uberconference

Uberconference is a cloud-based conferencing software that allows businesses to host and join online meetings with audio, video, and screen sharing. Uberconference helps businesses reduce travel costs, save time, and improve collaboration.

Features:

a) HD audio and video: Enjoy high-quality audio and video conferencing with up to 100 participants.

b) Screen sharing: Share the entire screen or specific windows or tabs with other participants.

c) Call controls: Mute, record, lock, and end calls with simple commands for better management.

d) Custom hold music: Choose and play any music or audio file during hold times for a personalised experience.

e) Analytics and reports: Track and measure call usage, duration, and participants for insights into meeting effectiveness.

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11) MaritzCX

MaritzCX is a customer experience management software that helps businesses collect, analyse, and act on customer feedback. MaritzCX helps businesses improve customer satisfaction, retention, and loyalty.

Features:

a) CX surveys: Create and distribute surveys across multiple channels and touchpoints to gather feedback.

b) CX dashboards: Visualise and monitor customer feedback and metrics in real time for actionable insights.

c) CX text analytics: Extract and understand customer sentiment, emotions, and topics from unstructured text data.

d) CX action planning: Identify and prioritise customer issues and opportunities, assigning tasks and follow-ups.

e) CX research services: Access expert research and consulting services to leverage data effectively for business improvement.

12) TeamSupport

TeamSupport is a B2B customer support software that helps businesses provide better client service. TeamSupport helps businesses collaborate internally, communicate externally, and resolve issues faster.

Features:

a) Ticket management: Create, assign, and track tickets from multiple sources and channels for streamlined issue resolution.

b) Customer database: Store and access customer information, history, and interactions for personalised support.

c) Collaboration tools: Chat, share files, and create internal notes with team members for effective teamwork.

d) Customer portal: Create and customise a self-service portal for customers to access the knowledge base, tickets, and chat.

e) Reporting and analytics: Generate and export reports and insights on customer support performance and trends for continuous improvement.

13) Zendesk

Zendesk is a Customer Service software that helps businesses connect with customers across multiple channels and platforms. Zendesk helps businesses provide faster, smarter, and more personalised support.

Features:

a) Zendesk Support: Facilitates efficient management and resolution of customer inquiries and issues through ticketing, automation, and collaborative tools.

b) Zendesk Chat: Enables real-time engagement and assistance for customers via live chat and AI-driven chatbots, enhancing interaction efficiency.

c) Zendesk Talk: Empowers businesses to handle customer calls seamlessly through a cloud-based phone system, ensuring smooth communication experiences.

d) Zendesk Guide: Allows creation and publication of a knowledge base and community forum, providing valuable resources for customers and agents to address queries and concerns.

e) Zendesk Explore: Provides analytics and reporting capabilities to measure and enhance Customer Service performance and satisfaction levels, fostering continuous improvement and optimisation

14) Salesforce Desk

Salesforce Desk is a cloud-based helpdesk software that helps small businesses provide fast and friendly customer support. Salesforce Desk helps businesses manage cases, automate workflows, and integrate with other Salesforce products.

Features:

a) Efficient case management: Facilitates creation, assignment, and tracking of cases from various communication channels like email, phone, chat, social media, and web.

b) Automated business rules: Enables establishing rules and actions to automate case routing, prioritisation, and escalation, optimising workflow efficiency.

c) Comprehensive knowledge base: Empowers businesses to create and publish informative articles and FAQs for customers and agents, fostering self-service and problem resolution.

d) Customisable customer portal: Allows businesses to tailor and personalise a self-service portal for customers, providing easy access to the knowledge base and their specific cases.

e) Seamless data integration: Integrates seamlessly with Salesforce CRM and other Salesforce products through Desk Connect, facilitating data synchronisation and sharing across the ecosystem for enhanced productivity and collaboration.

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15) Thematic

Thematic is a customer feedback analysis software that helps businesses understand customers' thoughts and feelings. Thematic uses AI to extract and organise themes and insights from customer feedback.

Features:

a) Multi-source feedback gathering: Allows seamless collection of feedback from diverse channels like surveys, reviews, social media, and emails.

b) Automated theme recognition: Identifies and categorises recurring topics and subtopics within feedback, streamlining analysis.

c) Sentiment assessment: Measures and categorises customer emotions associated with each identified theme and subtheme, providing deeper insights.

d) Root cause examination: Investigates underlying factors driving customer satisfaction and dissatisfaction, enabling targeted improvements.

e) Interactive dashboard and reporting: Presents analysis outcomes and actionable recommendations in visually appealing formats for easy understanding and sharing.

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Conclusion

This curated list of the 15 Best Customer Service Apps provides a valuable resource for business owners and Customer Service Managers. By strategically incorporating these apps into your Customer Service strategy, you can improve your customer satisfaction, retention, and loyalty and navigate the vast array of Customer Service Apps with confidence, ensuring enhanced efficiency and effectiveness.

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