Posted on August 9, 2024 by Mahamodul Hasan Khan

20 Best Customer Support Tools for Your Businesses

Customer service is the backbone of any successful business. In today’s competitive market, small businesses need efficient and effective tools to manage customer interactions, improve satisfaction, and streamline operations. Below is a comprehensive guide to the 20 best customer service tools for small businesses. This articlei ncludes a summary, key features, detailed descriptions, pricing, links, expert reviews, and a conclusion to help you make an informed decision.

1. Zendesk

Summary:
Zendesk is a robust and versatile customer service platform known for its scalability and integration capabilities. It’s designed to cater to businesses of all sizes, offering a suite of tools that include ticketing, live chat, and analytics.

Key Features:

Multi-channel support (email, chat, social media)
Customizable workflows
AI-powered automation
Comprehensive reporting and analytics

Detailed Features:

Ticketing System: Centralizes customer inquiries from multiple channels into one interface.
Automation: Automates repetitive tasks to improve efficiency.
Reporting: Provides detailed insights into customer service performance.

Price:
Starts at $19 per agent/month. Higher tiers offer additional features and support.

Link: Zendesk

Expert Review:
Zendesk is a powerhouse in customer service solutions, offering extensive customization and integration options, making it ideal for small businesses planning to scale.

2. Freshdesk

Summary:
Freshdesk is a cloud-based customer service tool designed for small and medium-sized businesses. It offers a user-friendly interface with powerful automation and collaboration features.

Key Features:

Multi-channel support
Automated ticketing
Integrated knowledge base
AI-powered chatbots

Detailed Features:

Ticketing Automation: Automatically categorizes, prioritizes, and assigns tickets.
Collaboration Tools: Allows team members to work together on complex issues.
Self-Service Portal: Empowers customers to find answers on their own.

Price:
Free for small teams with basic features. Paid plans start at $15 per agent/month.

Link: Freshdesk

Expert Review:
Freshdesk is praised for its affordability and ease of use, making it a top choice for small businesses looking to enhance their customer service without breaking the bank.

3. HubSpot Service Hub

Summary:
HubSpot Service Hub is part of the HubSpot CRM platform, offering customer service tools that integrate seamlessly with marketing and sales. It’s perfect for businesses looking for an all-in-one solution.

Key Features:

CRM integration
Knowledge base
Customer feedback surveys
Live chat and chatbots

Detailed Features:

CRM Integration: Syncs customer service with marketing and sales data for a unified view.
Feedback Tools: Collects and analyzes customer feedback to improve service.
Chatbots: Automates customer interactions on your website.

Price:
Starts at $50 per month. Pricing scales with additional features and users.

Link: HubSpot Service Hub

Expert Review:
HubSpot Service Hub is ideal for businesses that already use HubSpot for marketing or sales, providing a cohesive platform for managing customer relationships.

4. Intercom

Summary:
Intercom is a customer communication platform that combines live chat, bots, and automation to help businesses engage with customers more effectively.

Key Features:

Live chat
Customer segmentation
Automated workflows
In-app messaging

Detailed Features:

Live Chat: Connects with customers in real-time on your website or app.
Customer Segmentation: Targets messages based on customer behavior and demographics.
Automation: Streamlines customer engagement with automated responses and workflows.

Price:
Starts at $39 per month. Pricing varies based on features and usage.

Link: Intercom

Expert Review:
Intercom excels in customer engagement, offering sophisticated tools for real-time communication and personalized experiences.

5. LiveChat

Summary:
LiveChat is a popular tool for businesses that prioritize real-time communication with customers. It’s known for its intuitive interface and powerful chat management features.

Key Features:

Real-time chat
Canned responses
Chat transcripts
Integrations with CRM and email platforms

Detailed Features:

Chat Management: Organizes chats into manageable queues with agent routing.
Canned Responses: Saves time with pre-written answers to common questions.
Reporting: Tracks chat metrics to evaluate performance.

Price:
Starts at $20 per agent/month.

Link: LiveChat

Expert Review:
LiveChat is a must-have for businesses that rely on real-time customer support, offering a straightforward and effective solution.

6. Zoho Desk

Summary:
Zoho Desk is part of the Zoho suite, offering a help desk solution that integrates with other Zoho apps. It’s designed for businesses seeking a customizable and scalable platform.

Key Features:

Multi-channel ticketing
Context-aware AI
Workflow automation
Integrations with Zoho and third-party apps

Detailed Features:

AI Assistant: Zia, Zoho’s AI, assists in ticket prioritization and response.
Workflow Automation: Streamlines repetitive tasks with customizable rules.
Self-Service Portal: Allows customers to find answers and submit tickets easily.

Price:
Free for up to 3 agents. Paid plans start at $14 per agent/month.

Link: Zoho Desk

Expert Review:
Zoho Desk stands out for its integration capabilities, particularly for businesses already using Zoho products, offering a cohesive experience across business functions.

7. Atithisheba

Summary:
Atithisheba.com is an AI-powered customer service and also human solution designed to help businesses improve efficiency, reduce costs, and enhance customer satisfaction. Here’s a quick summary of its key features and benefits.

Key Features:

Live chat
Chatbots
Email Response
Phone call

Detailed Features:

Live Chat: Engages website visitors in real-time with a customizable chat interface.
Chatbots: Automates common customer queries, providing instant responses.
Visitor Tracking: Monitors visitor behavior to trigger relevant messages.

Price:
. Paid plans start at $150 per month.

Link: Atithisheba

Expert Review:
Atithisheba is an excellent choice for small businesses looking for an affordable and user-friendly live chat solution that can be set up quickly.

8. Help Scout

Summary:
Help Scout is a help desk software that provides a simple yet effective platform for managing customer communications. It’s known for its user-friendly interface and powerful collaboration tools.

Key Features:

Shared inbox
Knowledge base
Customer profiles
Collaboration tools

Detailed Features:

Shared Inbox: Centralizes customer inquiries in a single, shared inbox for easy management.
Customer Profiles: Provides detailed customer information to personalize interactions.
Collision Detection: Prevents multiple agents from responding to the same ticket simultaneously.

Price:
Starts at $20 per user/month.

Link: Help Scout

Expert Review:
Help Scout is perfect for small teams that need an intuitive and collaborative platform for managing customer service, with a focus on simplicity and efficiency.

9. Olark

Summary:
Olark is a live chat tool that helps businesses engage with website visitors in real-time. It’s particularly useful for small businesses looking to convert website traffic into sales.

Key Features:

Real-time chat
Chat transcripts
Customizable chatbox
CRM integrations

Detailed Features:

Real-Time Reporting: Provides insights into chat performance and visitor behavior.
Custom Chatbox: Allows businesses to customize the chat interface to match their branding.
CRM Integration: Syncs chat data with CRM systems for a seamless customer experience.

Price:
Starts at $29 per agent/month.

Link: Olark

Expert Review:
Olark is ideal for small businesses focused on improving website conversion rates through personalized, real-time customer interactions.

10. Kayako

Summary:
Kayako is a help desk and customer support tool designed to deliver personalized customer service. It combines email, social media, and live chat into a single, unified platform.

Key Features:

Unified inbox
Live chat
Customer journey tracking
Self-service portal

Detailed Features:

Unified Inbox: Consolidates customer interactions from various channels into one view.
Customer Journey Tracking: Monitors the customer’s journey to provide context-driven support.
Self-Service Portal: Allows customers to find answers independently, reducing support load.

Price:
Starts at $15 per agent/month.

Link: Kayako

Expert Review:
Kayako offers a well-rounded solution for small businesses that want to provide personalized, context-aware customer service.

11. Hiver

Summary:
Hiver turns Gmail into a powerful help desk, allowing small businesses to manage customer support directly from their email inboxes. It’s perfect for businesses that already rely on Gmail for communication.

Key Features:

Shared inbox for Gmail
Email tags and filters
Collision detection
Workflow automation

Detailed Features:

Shared Inbox: Manages customer inquiries within Gmail, with the ability to assign, track, and respond to emails as a team.
Collision Detection: Prevents multiple responses to the same query by different team members.
Email Tags: Organizes emails using tags and filters for efficient management.

Price:
Starts at $15 per user/month.

Link: Hiver

Expert Review:
Hiver is an excellent choice for small businesses that use Gmail as their primary communication tool, offering seamless integration and easy-to-use help desk features.

12. Groove

Summary:
Groove is a help desk software built for small businesses, providing a simple yet effective platform for managing customer support. It’s known for its intuitive design and affordability.

Key Features:

Shared inbox
Knowledge base
Customer satisfaction ratings
Automation rules

Detailed Features:

Shared Inbox: Centralizes customer inquiries into one place for team collaboration.
Automation Rules: Streamlines repetitive tasks such as ticket assignment and follow-ups.
Satisfaction Ratings: Gathers customer feedback to improve service quality.

Price:
Starts at $12 per user/month.

Link: Groove

Expert Review:
Groove offers a straightforward and affordable solution for small businesses that need essential help desk features without the complexity of more advanced tools.

13. Front

Summary:
Front is a customer communication platform that brings emails, chats, and social messages into a single inbox. It’s designed for teams that need to collaborate on customer responses in real-time.

Key Features:

Unified inbox
Collaboration tools
Analytics and reporting
CRM integrations

Detailed Features:

Team Collaboration: Allows multiple team members to collaborate on customer responses in real-time.
Unified Inbox: Merges emails, chats, and social media messages into one view.
Reporting Tools: Provides insights into team performance and customer satisfaction.

Price:
Starts at $19 per user/month.

Link: Front

Expert Review:
Front is ideal for teams that require a high level of collaboration and need to manage multiple communication channels from a single interface.

14. Gorgias

Summary:
Gorgias is a help desk platform specifically designed for e-commerce businesses. It integrates with popular e-commerce platforms to provide a seamless customer support experience.

Key Features:

E-commerce integrations
Automated responses
Multi-channel support
Customer data synchronization

Detailed Features:

E-commerce Integrations: Integrates with platforms like Shopify, Magento, and BigCommerce.
Automation: Automates common customer queries, such as order status and returns.
Customer Data Sync: Synchronizes customer information across platforms for consistent support.

Price:
Starts at $10 per user/month.

Link: Gorgias

Expert Review:
Gorgias is the go-to customer service tool for e-commerce businesses, offering deep integrations and automation features tailored to online retail needs.

15. Kustomer

Summary:
Kustomer is a customer service platform that focuses on delivering personalized support by providing agents with a holistic view of the customer. It’s ideal for businesses that prioritize customer relationships.

Key Features:

Customer timeline view
Omni-channel support
AI-driven automation
Knowledge management

Detailed Features:

Customer Timeline: Provides a comprehensive view of customer interactions across all channels.
Omni-Channel Support: Supports communication via email, chat, social media, and phone.
AI Automation: Automates routine tasks and suggests next best actions for agents.

Price:
Starts at $89 per user/month.

Link: Kustomer

Expert Review:
Kustomer is a premium tool that excels in providing personalized support, making it a strong choice for businesses that need deep customer insights.

16. Jitbit Helpdesk

Summary:
Jitbit Helpdesk is a simple and efficient help desk software that offers both cloud-based and on-premise options. It’s designed for small businesses that need a straightforward tool to manage customer support.

Key Features:

Email integration
Knowledge base
Automation rules
Reporting tools

Detailed Features:

Email Integration: Converts customer emails into tickets for easy tracking and management.
Knowledge Base: Allows businesses to create and manage a library of support articles.
Automation: Automates ticket routing and task assignment to improve efficiency.

Price:
Starts at $29 per agent/month.

Link: Jitbit Helpdesk

Expert Review:
Jitbit Helpdesk is perfect for small businesses that need a no-frills, reliable help desk solution with the flexibility of cloud or on-premise deployment.

17. Drift

Summary:
Drift is a conversational marketing platform that combines live chat, email, and automation to help businesses engage with customers in real-time. It’s particularly popular for lead generation and sales.

Key Features:

Conversational chatbots
Lead routing
Automated emails
Integration with CRM systems

Detailed Features:

Chatbots: Automates conversations to qualify leads and assist customers.
Lead Routing: Directs qualified leads to the appropriate sales teams in real-time.
Email Automation: Sends personalized follow-up emails based on customer interactions.

Price:
Starts at $50 per month.

Link: Drift

Expert Review:
Drift is a powerful tool for businesses focused on converting website visitors into leads, offering a sophisticated blend of chat, email, and automation features.

18. Salesforce Service Cloud

Summary:
Salesforce Service Cloud is a comprehensive customer service platform built on the Salesforce CRM. It’s designed for businesses of all sizes, offering a vast array of tools for customer support.

Key Features:

Omni-channel routing
AI-driven insights
Service analytics
Knowledge management

Detailed Features:

Omni-Channel Support: Manages customer interactions across multiple channels from one interface.
AI Insights: Leverages AI to provide predictive insights and recommendations.
Knowledge Management: Centralizes information for easy access by both customers and agents.

Price:
Starts at $25 per user/month. Pricing increases with additional features and services.

Link: Salesforce Service Cloud

Expert Review:
Salesforce Service Cloud is a powerful tool for businesses looking to integrate customer service with their broader CRM efforts, offering unmatched scalability and customization.

19. Reamaze

Summary:
Reamaze is a customer service platform designed for e-commerce businesses, offering tools like live chat, ticketing, and social media support. It integrates seamlessly with popular e-commerce platforms.

Key Features:

Live chat and bots
Ticketing system
Social media support
E-commerce integrations

Detailed Features:

E-commerce Integrations: Works with platforms like Shopify, BigCommerce, and WooCommerce.
Unified Messaging: Manages customer inquiries from chat, email, and social media in one place.
Automated Workflows: Streamlines processes with customizable automation rules.

Price:
Starts at $20 per user/month.

Link: Reamaze

Expert Review:
Reamaze is tailored for e-commerce businesses, offering deep integrations and a unified platform for managing customer interactions across multiple channels.

20. HelpCrunch

Summary:
HelpCrunch is a customer communication platform that combines live chat, email, and automation in one tool. It’s designed for small businesses that need a comprehensive and affordable solution.

Key Features:

Live chat and chatbots
Email marketing
Knowledge base
Automation tools

Detailed Features:

Live Chat: Engages customers on your website with real-time support.
Email Marketing: Sends targeted email campaigns based on customer behavior.
Knowledge Base: Allows businesses to create a self-service portal for customers.

Price:
Starts at $12 per user/month.

Link: HelpCrunch

Expert Review:
HelpCrunch offers a robust set of features at an affordable price, making it a strong contender for small businesses looking for an all-in-one communication tool.

Conclusion

Choosing the right customer service tool is crucial for the success of any small business. The tools listed above cater to various needs, whether you’re looking for a simple help desk, a robust CRM integration, or an all-in-one communication platform. Each tool has its strengths and pricing structure, allowing you to select the one that best fits your business model and customer service goals.

For businesses prioritizing real-time engagement, tools like LiveChat, Intercom, and Olark are excellent choices. If you’re looking for a comprehensive platform that integrates with your existing CRM or e-commerce system, HubSpot Service Hub, Gorgias, and Reamaze offer seamless solutions. For those on a budget, Groove, HelpCrunch, and Tidio provide essential features without sacrificing quality.

Ultimately, the best customer service tool for your small business will depend on your specific needs, budget, and long-term goals. Investing in the right tool can enhance your customer service operations, leading to higher customer satisfaction, increased loyalty, and, ultimately, business growth.

Choosing the right customer service tool is a critical decision for any small business aiming to enhance its customer support and overall operational efficiency. The tools listed in this article represent a diverse array of solutions, each tailored to different needs, business models, and budgets. From robust platforms with extensive features to more streamlined and cost-effective options, there’s a tool suited for every type of small business.

Real-Time Communication: For businesses that prioritize immediate customer engagement, tools like LiveChat, Intercom, and Olark offer powerful real-time chat features that facilitate instant support and problem resolution. These tools are particularly beneficial for businesses that thrive on direct customer interactions and need to address queries promptly.

Integration with CRM and E-commerce Systems: If your business relies heavily on CRM or e-commerce platforms, tools such as HubSpot Service Hub, Gorgias, and Reamaze offer seamless integrations that enhance customer support by aligning service operations with sales and marketing efforts. These integrations enable a more cohesive approach to managing customer relationships and streamlining support processes.

Affordability and Accessibility: For small businesses with tighter budgets, tools like Freshdesk, Tidio, and Groove provide essential customer service features at an affordable price. These solutions are designed to be user-friendly and scalable, allowing businesses to start with basic features and upgrade as their needs grow.

Ease of Use and Collaboration: Platforms such as Help Scout and Front are designed to improve team collaboration and efficiency. These tools offer features that centralize customer interactions and enable seamless communication between team members, enhancing the overall effectiveness of your support operations.

Specialized Solutions: For businesses in niche markets, such as e-commerce, Gorgias and Reamaze offer specialized features tailored to online retail needs. These tools streamline e-commerce operations by automating common customer queries and integrating with popular online sales platforms.

In summary, the best customer service tool for your small business will depend on your specific needs, budget, and long-term goals. Investing in the right tool can significantly impact your customer service quality, leading to improved customer satisfaction, higher retention rates, and ultimately, business growth. As customer expectations continue to evolve, having a reliable and efficient customer service tool will be crucial in staying competitive and delivering exceptional support.

By carefully evaluating the features, pricing, and integration capabilities of each tool, you can make an informed decision that aligns with your business objectives and enhances your customer service operations. Whether you need a comprehensive all-in-one platform or a focused solution to handle specific customer interactions, the right tool can provide the support and functionality necessary to elevate your business’s customer service experience.

FAQ: 20 Best Customer Service Tools for Small Businesses

1. What are the key factors to consider when choosing a customer service tool for a small business?

Answer:
When choosing a customer service tool, consider the following factors:

Scalability: Ensure the tool can grow with your business.
Integration: Check if the tool integrates with your existing systems (CRM, email, e-commerce).
Ease of Use: The tool should be user-friendly for both your team and customers.
Features: Evaluate the features that are essential for your business, such as ticketing, live chat, automation, and reporting.
Cost: Consider your budget and the tool’s pricing structure, ensuring it aligns with your financial resources.

2. Which customer service tools are best for real-time communication?

Answer:
For real-time communication, LiveChat, Intercom, and Olark are among the best options. These tools offer robust live chat features, allowing businesses to engage with customers instantly, answer queries, and provide support in real-time.

3. Are there any free customer service tools available for small businesses?

Answer:
Yes, some customer service tools offer free plans suitable for small businesses. For example:

Freshdesk offers a free plan with basic features for small teams.
Tidio provides a free plan with limited features, suitable for small-scale operations.
Zoho Desk has a free plan for up to 3 agents.

These free plans are ideal for startups or businesses with limited budgets.

4. How do e-commerce businesses benefit from using tools like Gorgias and Reamaze?

Answer:
E-commerce businesses benefit from tools like Gorgias and Reamaze through their specialized features tailored for online retail:

E-commerce Integrations: Both tools integrate seamlessly with platforms like Shopify, Magento, and BigCommerce.
Automation: They automate common customer queries related to orders, shipping, and returns, saving time and improving efficiency.
Unified Messaging: These tools consolidate customer inquiries from various channels (email, chat, social media) into one platform, simplifying management and improving response times.

5. Can these customer service tools integrate with CRM systems?

Answer:
Yes, many customer service tools integrate with popular CRM systems. For instance:

Zendesk and HubSpot Service Hub integrate directly with their respective CRM platforms, allowing for seamless customer relationship management.
Intercom and Front also offer CRM integrations, enabling businesses to sync customer data and improve service personalization.

Integration with CRM systems helps businesses maintain a unified view of customer interactions and enhances the overall service experience.

6. Which customer service tool is best for businesses already using Gmail?

Answer:
Hiver is an excellent customer service tool for businesses that rely on Gmail. It transforms Gmail into a powerful help desk, allowing teams to manage customer support directly from their inboxes. Key features include a shared inbox, email tags, collision detection, and workflow automation, all within the familiar Gmail interface.

7. What is the best all-in-one customer service tool for small businesses?

Answer:
HelpCrunch and HubSpot Service Hub are considered among the best all-in-one customer service tools for small businesses. HelpCrunch offers live chat, email marketing, automation, and a knowledge base in a single platform at an affordable price. HubSpot Service Hub provides a comprehensive suite of tools that integrate seamlessly with HubSpot’s marketing and sales hubs, making it a strong choice for businesses looking for an integrated solution.

8. How do customer service tools help improve customer satisfaction?

Answer:
Customer service tools improve customer satisfaction by:

Streamlining Communication: Centralizing customer inquiries from multiple channels ensures timely and organized responses.
Automation: Automating repetitive tasks, such as ticket routing and common responses, speeds up service delivery.
Personalization: Tools that integrate with CRM systems allow businesses to provide personalized support based on customer data.
Self-Service Options: Features like knowledge bases and chatbots empower customers to resolve issues on their own, enhancing their experience.

9. Are there customer service tools specifically for collaboration among team members?

Answer:
Yes, tools like Help Scout and Front are designed with collaboration in mind. Help Scout offers features like a shared inbox, collision detection, and internal notes to facilitate team collaboration. Front takes it a step further by merging various communication channels into one interface and allowing team members to collaborate on responses in real-time.

10. What should I do if I outgrow my current customer service tool?

Answer:
If you outgrow your current customer service tool, consider upgrading to a more scalable solution. Many tools, like Zendesk and Salesforce Service Cloud, offer scalable plans that grow with your business. Alternatively, you may explore integrating additional tools or modules to enhance your existing setup. It’s important to regularly assess your business needs and adjust your tools accordingly.