What are customer service tools?

Customer service tools refer to different software applications and technologies that can be used by businesses to assist and support their customers. These tools are designed to improve the efficiency and effectiveness of customer service operations. They also help to manage and track customer interactions, provide timely support, gather feedback, and enhance the overall customer experience.

Boost customer support with the right tools

Help desk software: Help desk is a software solution used to facilitate customer interactions. It offers a ticketing tool which allow businesses to track, prioritize, and resolve customer inquiries effectively. It also provides one centralized platform, ensuring all support requests are organized and assigned to the appropriate agents or departments.

Live chat software: This tool enables real-time communication with customers through website chat widgets. Therefore, support agents can provide immediate assistance, answer questions, and resolve issues, leading to higher customer satisfaction and faster response times.

Knowledge base software: It empowers businesses to create and manage a repository of self-service resources such as articles, FAQs, guides, and video tutorials. Customers and web visitors can access these resources to find answers to common questions and resolve issues independently.

CRM systems: Customer Relationship Management (CRM) systems store and manage customer data, interactions, and activities. It often includes customer support features like ticketing, customer history, notes, and team collaboration capabilities to ensure seamless integration between different departments. Many of these systems include CRM ticketing tool that helps businesses manage customer support tickets through a centralized system, so all the customer data are available for agents to access and use to personalize the interactions.

Call center software: Call center software can manage inbound and outbound phone inquiries. It provides features like call routing, IVR, call analytics, and reporting to enhance the customer experience during phone interactions.

Social media management tools: These tools can help businesses to monitor, engage, and respond to customers on various social media platforms. They also allow them to track mentions, scheduling and publishing posts, and managing customer interactions, ensuring proactive responses.

Feedback and survey tools: They allow businesses to collect and analyze feedback from customers through surveys, forms, and ratings. This feedback is important to measure customer satisfaction, identify areas that need improvement, and gain valuable insights into customer preferences and expectations.

Some help desk software systems like LiveAgent, offer many of these customer service tools under one roof not only for the convenience of businesses but also for providing better customer experiences.

Frequently Asked Questions

How to define customer service tools?
Customer service tools are tools that are used in customer service. Thanks to them, the customer can communicate with the company's representatives, report a problem, complaint or inquiry. He can also establish contact with other clients if there is such a need and the company guarantees such a possibility.
What are the most popular customer service tools?
In order to guarantee the highest level of customer service, it is necessary to provide him with appropriate forms of communication. The most popular customer service tools are currently online communities and discussion forums where the customer can contact other customers, but also experts and company representatives. Another important tool is live chat, which allows you to have a real-time conversation and get an answer immediately, at that moment. Another tool is social media, which are used both to conduct marketing and sales campaigns, to communicate with the client, but also to build constant advertising. Intuitive mobile applications are also an important tool that facilitates customer service and customer experience with the company.
What is customer service software?
Customer service software is a type of technology that businesses use to manage and improve their interactions with customers. It typically includes features such as ticketing systems, live chat support, knowledge bases, and customer relationship management (CRM) tools. These software solutions are designed to help businesses streamline their customer support processes, provide timely and personalized assistance to customers, and gather insights to improve their overall customer experience. Examples of popular customer service software include Zendesk, Freshdesk, and Salesforce Service Cloud.
What customer service tools does LiveAgent provide?
LiveAgent provides the entire suite of tools needed for customer support. It connects with social media, live chat, video chat, phone calls, e-mails, communication with the help of slack, or the possibility of creating a forum. At LiveAgent you will find all the tools you need in our daily, 24/7 customer service.

Back to Glossary Create account for FREE

After exploring the features and benefits of customer service tools, you might want to dive deeper into improving your overall service experience. Check out how you can improve customer service with the right tools in place. For those interested in streamlining communication, learn more about real-time chat and its immediate benefits for customer interactions. Additionally, understanding how to manage all customer communications efficiently is crucial; discover the best strategies with customer communication management software to keep everything organized.