promote a online service is a constant challenge for any and all companies. In order to be efficient in this process, there must be instant communication with the customer through virtual channels, like customer service apps.
Whether through a human agent offering the service through a digital channel or through an artificial intelligence system, the online service must work competently when clarifying doubts, solving problems or even carrying out transactions.
Especially nowadays, when new technologies dictate market trends and companies' operational dynamics, it is necessary to recognize that the quality of an online customer service exerts a strong direct influence on the customer's sense of experience.
And, from a strategic point of view, this influence is one of the most important factors to consider, regardless of the business format in question.
It would be correct, therefore, to state that the issue of online service no longer represents just a mere differential for companies: it is a basic item for survival in the market.
For this very reason, the most attentive managers already realize that, while good virtual customer service channels are indispensable for converting sales, engaging and retaining customers, a mistaken communication strategy can completely destroy the prestige of a brand, both in front of its audience, as well as the entire market.
For this process to take place in the best and most efficient way possible, it is essential to implement specific applications for customer service.
That's why we, at Zap Sign, prepared this special post, in which we explain the importance of providing good online service and also present a complete guide with a list of the top 10 customer service apps on the market.
Good reading!
The importance of implementing a customer service app in your business
The contemporary world is constantly changing, and this is reflected in the most diverse sectors of society – even affecting labor dynamics.
Faced with this sense of agility, empathy and humanization are increasingly necessary – especially if we consider an even more recent reality with a huge impact on all sectors of our society: the Covid-19 pandemic.
As indicated by data from a report recently carried out by the Ebit|Nielsen, the need for isolation and increased activities of home-office dramatically transformed buying and selling behaviors, pointing out that, in the first half of 2020 alone, there was a growth of almost 50% in the e-commerce sector. Now, even with the recovery of the economy, this trend continues to grow.
In this sense, we clearly perceive how fundamental customer service is in the experience of any consumer and, consequently, of any company that wants to retain customers and expand its business.
And, since it constitutes a fundamental factor, it is natural that a certain degree of care is necessary for its proper management.
It is true that if, on the one hand, a good experience increases the chances for customers to recommend your brand and return to hire your services or buy your products, on the other hand, a negative experience makes second chances difficult.
Therefore, a improved customer service can help you establish market trust, increase brand awareness, build customer loyalty, drive sales and attract new business opportunities.
At the same time, your revenue can grow, as can your lifetime value, the metric that determines how much your customers are worth to your business.
⚠️ Also check out these related articles 👇
➡️ Learn how to do online service at home office
➡️ Discover the 10 tips on how to implement online service on WhatsApp
➡️ Online service on WordPress: discover the best plugins
Top 10 customer service apps
There are a plethora of customer service apps available. To help you choose which one will be adopted by your company, we have prepared a guide with 10 specially selected customer service tools.
1 HubSpot
As it is considered one of the largest CRMs – which stands for Customer Relationship Management, that is, Customer Relationship Management – the HubSpot tops our list of platforms to serve your audience.
Its system is very complete, as it allows you to record the service history of all your contacts until they become customers. From there, you can make personalized offers for your entire base.
Companies that operate with recurring sales (mainly SaaS) are also benefited by the tool, which also has support functions and ticket creation.
2 Zendesk
We start our list with the Zendesk🇧🇷 It is an integrated platform for unifying the service process, that is: it brings together all communication channels in a single place. In addition, Zendesk can also be integrated with other systems used by the company.
The platform is also advantageous with regard to data intelligence, having good resources for generating and monitoring customer behavior reports.
3. Desk Manager
In second place on our list, we have the Desk Manager🇧🇷 It is a customer service and helpdesk manager whose functions focus on managing tickets and support.
It integrates several channels, such as e-mail, chat, SMS and app and organizes everything, favoring the management of deadlines and the control of operations. In addition, Desk Manager also facilitates the visualization of activities, thanks to its dashboard system.
4.WhatsAppBusiness
Without a doubt, we have here one of the best known and most used tools on the market.
The solution WhatsApp in customer service stands out due to the great familiarity that most people already have with the platform, being recommended for companies of any size or field of activity that wish to automate their online customer service processes.
No WhatsApp Business there are a series of features, ranging from providing and recording information, sending automatic messages, sending photos and videos and even categorizing conversations.
For medium and large companies, the platform offers extra options, such as the international expansion function.
5. Octadesk
A octadesk brings a complete tool, since its platform offers solutions both for the service area, as well as for marketing and sales.
All of this prioritizing the optimization of processes and the taking of strategic actions based on a deep knowledge of the behavior, needs and particularities of the consumer.
The platform's conversation management is carried out by integrating the customer's favorite social networks into the system, which favors monitoring the team's performance and the evolution of the relationship between the brand and the consumer.
6. Neoassist
A neoassist It is an extremely differentiated customer service platform. Its approach is based on customizing solutions according to the particularities of the company and the client.
Here, the course of action is based on four steps:
- first, a study of your company's needs is carried out;
- then, a project is elaborated in which the ideal solutions are traced;
- in the third stage, the project is implemented with the installation of the platform and training of the team;
- and, finally, the last stage, in which Neoassist monitors its activities in order to implement continuous improvements.
7. Movidesk
O Movidesk is a Brazilian platform, used by giants like Mercado Livre, ESPN and Unilever.
Here we have a customer service platform, which, combining help desk and service desk resources, stands out for its versatility: it can be used both for communication with customers and for internal company communication.
This application is capable of centralizing all communication channels on the platform, in addition to automating processes and monitoring metrics and result indicators.
8 Salesforce
O Salesforce is the most widely used customer relationship management application on the market. It allows the company to manage a potential customer, starting from the initial contact to managing the relationship with the brand.
Through it, your company manages a potential customer from the first contact through to their entire future relationship with the brand.
There are countless functions that allow the organization of the sales sector, the methodical classification of contacts, the scheduling of meetings and the sending of emails through the platform itself, in addition to video call assistance and integration with SEO strategies – essential functionalities for standardize service in businesses involving larger teams.
9. Viber
O Viber is a customer service app that stands out for its accessibility. Simple and direct, the tool allows users to make voice or video calls and exchange text messages freely, in addition to sending files.
Available for free, it can be downloaded on the most varied devices: Android, Blackberry, iOS and Windows Phone. It is also possible to run Viber on the desktop, using the web version directly through the browser.
The platform has a special version for Windows 8, which has a more robust interface than the web version.
10. Tiflux
The tool of Tiflux offers a complete service desk, help desk and post-sales solution. Versatile, it can be of great value to implement a shared services center in the most diverse types of companies, especially those that provide services in the areas of IT and software development.
With Tiflux, it is possible to catalog attendance services, organize your workflows, open service orders, charge recurrences and manage contracts and queues, in addition to integrating the application with the main communication tools.
Now that you know the main customer service apps, how about expanding your knowledge on the subject and checking out exclusive content that we've prepared on how to avoid the main mistakes companies make in the service process? Click here to read!
