Have you ever wondered what sets exceptional customer service apart from the rest?
Today, customers expect instant responses and personalized solutions, and the right tools can make all the difference in achieving this.
Customer service tools are the secret weapon behind seamless support experiences. In this article, we’ll explore the top customer service tools that can help your business not just meet, but exceed customer expectations.
Table of Contents
ToggleTop Customer Service Tools
Here’s a list of the top customer service tools you can use to transform customer experience
- Zendesk
- PressOne (Business Phone System)
- Freshdesk
- HubSpot Service Hub
- Salesforce Service Cloud
- LiveAgent
- Intercom
- Zoho Desk
- Hootsuite
1. Zendesk
Zendesk is one of the most popular customer service platforms trusted by businesses of all sizes. It helps teams manage customer interactions across multiple channels like email, live chat, social media, and phone.
With an easy-to-use interface, Zendesk ensures that customer service agents can quickly respond to queries, resolve issues, and track progress efficiently.
Zendesk is ideal for businesses looking to improve their support system and deliver a seamless customer experience.
Key Features of Zendesk
- Omnichannel Support: Manage customer interactions across email, chat, phone, and social media from one platform.
- Ticketing System: Converts customer inquiries into tickets that agents can prioritize, assign, and resolve.
- AI-Powered Bots: Automate repetitive tasks and provide instant responses with intelligent chatbots.
- Self-Service Portal: Build a knowledge base where customers can find answers to common questions.
- Analytics and Reporting: Track key metrics like response time, customer satisfaction, and agent performance.
- Integrations: Connect with popular tools like Slack, Salesforce, Shopify or your Business Phone System to streamline operations.
Pricing
Zendesk offers several pricing plans to cater to businesses of all sizes:
- Suite Team: $49 per agent/month (billed annually) – Includes basic ticketing and communication features.
- Suite Growth: $79 per agent/month (billed annually) – Adds self-service options and reporting tools.
- Suite Professional: $99 per agent/month (billed annually) – Includes advanced automation and analytics.
- Enterprise Plans: Custom pricing for large businesses with tailored solutions.
Zendesk also offers a free trial, so businesses can explore its features before committing to a plan.
2. PressOne: Business Phone System
PressOne is a business phone system built to help teams communicate effectively with customers, turning every phone into an opportunity for a sale.
As a customer service representative, PressOne is the best platform that can help you effectively impress customers, address their concerns and sell easily to them.
Here are some of the benefits you’ll enjoy with PressOne
CRM Integration
Integrate with your existing customer relationship management software. Get a 360-degree view of your customers. E.g Zoho, Zendesk, Hubspot
Helpdesk Integrations
Integrate with your existing helpdesk tools. E.g. Pipedrive, Intercom, FreshDesk
Project Management/Automation
Integrate PressOne with Zapier easily. Automate all tasks and processes in one simple click
Cloud-based
Make calls over the internet, get a business phone system with enough capacity to handle your volume of calls
One Number, Multiple Employees
Add as many team members you have on your PressOne number
Caller/Welcome Greeting
Greet your callers with an automated professional welcome message, project a positive first impression
Call Recording
Get recordings of all calls made from and to your business number. Resolve disputes easily to prevent he-said she-said situations
Call Tracking
Get insights into which of your staff are performing well
Call Analytics
Know the number of calls you receive per day to make staff available
Call Routing/IVR
Never miss a sale. Route customers automatically to the right team
Call Transcription
Get a written record of your calls
No Extra Setup or Device
Use your PressOne number on your current devices, e.g Mobile phone and Laptop
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3. Freshdesk
Freshdesk is a powerful customer service platform designed to help businesses handle customer queries with ease.
It provides a centralized system for managing support tickets across channels like email, chat, social media, and phone.
Freshdesk is known for its simplicity, making it a favorite among businesses that want a quick and efficient way to improve customer support.
With its automation features and easy setup, Freshdesk allows teams to focus more on helping customers and less on repetitive tasks.
Key Features of Freshdesk
- Ticketing System: Turn customer issues into tickets and organize them for easy tracking and resolution.
- Omnichannel Support: Manage conversations from multiple platforms like email, chat, social media, and phone in one place.
- AI-Powered Assistance: Use Freddy AI to automate responses, suggest solutions, and save time for agents.
- Collaboration Tools: Features like shared inboxes and agent collision detection help teams work together more effectively.
- Customizable Workflows: Automate repetitive tasks like assigning tickets or sending follow-up emails.
- Knowledge Base: Create a self-service portal where customers can find answers to common questions.
Pricing
Freshdesk offers flexible pricing plans to suit different business needs:
- Free Plan: $0 per agent – Basic ticketing and team collaboration for small businesses or startups.
- Growth: $15 per agent/month (billed annually) – Adds automation, collision detection, and analytics.
- Pro: $49 per agent/month (billed annually) – Includes advanced workflows, multilingual support, and custom roles.
- Enterprise: $79 per agent/month (billed annually) – Offers features like bot sessions, custom modules, and more advanced reporting.
Freshdesk also offers a free trial for paid plans, so businesses can test its features before committing to a subscription.
4. HubSpot Service Hub
HubSpot Service Hub is a comprehensive customer service platform that helps businesses deliver exceptional support and build stronger relationships with their customers.
It combines customer service tools with HubSpot’s powerful CRM, ensuring all customer interactions are organized and accessible in one place.
With features like ticketing, live chat, and customer feedback surveys, HubSpot Service Hub is perfect for businesses that want to provide personalized, efficient, and proactive support.
Key Features of HubSpot Service Hub
- Ticketing System: Track, manage, and prioritize customer inquiries with ease.
- Shared Inbox: A centralized inbox that allows your team to view and respond to customer messages from different channels.
- Live Chat and Chatbots: Engage customers in real time with live chat or automate responses using chatbots.
- Knowledge Base: Create a library of helpful articles and FAQs for customers to find solutions on their own.
- Customer Feedback Surveys: Collect feedback through surveys like NPS (Net Promoter Score) to measure customer satisfaction.
- Reporting and Analytics: Gain insights into team performance, customer satisfaction, and ticket trends.
- CRM Integration: Connect with HubSpot’s CRM to get a full view of your customers and their history with your business.
Pricing
HubSpot Service Hub offers a range of pricing plans to fit various business needs:
- Free Tools: $0 – Includes basic features like ticketing, shared inbox, and live chat.
- Starter: $20 per month (up to 2 users, billed annually) – Adds customer feedback surveys and limited reporting tools.
- Professional: $500 per month (billed annually) – Offers advanced automation, ticket pipelines, and custom reporting.
- Enterprise: $1,200 per month (billed annually) – Includes playbooks, team management tools, and advanced customization options.
HubSpot Service Hub also provides a free trial for its premium plans, making it easy for businesses to explore its full capabilities before upgrading.
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5. Salesforce Service Cloud
Salesforce Service Cloud is a leading customer service platform that helps businesses provide fast, personalized, and efficient support.
Built on the powerful Salesforce ecosystem, it allows companies to manage customer interactions across all channels and gain a 360-degree view of each customer.
Service Cloud is ideal for businesses looking to streamline operations, improve customer satisfaction, and empower their support teams with advanced tools and insights.
Key Features of Salesforce Service Cloud
- Omnichannel Support: Handle customer interactions from phone, chat, email, and social media in one platform.
- AI-Powered Assistance: Use Einstein AI for predictive recommendations, automated responses, and smart routing of customer inquiries.
- Case Management: Track and resolve customer cases efficiently with automation and workflows.
- Knowledge Base: Create and share articles, FAQs, and troubleshooting guides to assist customers and agents.
- Self-Service Portal: Empower customers to find answers and track their cases through a personalized portal.
- Mobile Accessibility: Support your team with a mobile app, allowing them to assist customers anytime, anywhere.
- Analytics and Dashboards: Gain insights into customer service metrics and team performance with real-time reports.
- Integration with CRM: Seamlessly connects with Salesforce CRM to provide a unified view of customer data.
Pricing
Salesforce Service Cloud offers various plans to accommodate different business needs:
- Essentials: $25 per user/month (billed annually) – Basic case management and email support for small teams.
- Professional: $75 per user/month (billed annually) – Adds automation and omnichannel support.
- Enterprise: $150 per user/month (billed annually) – Includes advanced customization, workflows, and analytics.
- Unlimited: $300 per user/month (billed annually) – Offers unlimited support, AI tools, and the most comprehensive features.
Salesforce also provides a free trial for Service Cloud, allowing businesses to test its features and see how it can elevate their customer service operations.
6. LiveAgent
LiveAgent is a versatile customer service platform designed to help businesses manage customer interactions across multiple channels from a single dashboard.
Known for its simplicity and flexibility, it combines a powerful ticketing system with features like live chat, call center integration, and social media support.
LiveAgent is a great choice for businesses that want an affordable, all-in-one solution to provide fast and efficient customer service.
Key Features of LiveAgent
- Universal Inbox: Manage all customer messages from email, chat, phone, and social media in one place.
- Live Chat: Engage with customers in real time through customizable live chat widgets.
- Ticketing System: Organize customer inquiries into tickets and prioritize them for faster resolution.
- Call Center Integration: Handle inbound and outbound calls with VoIP and call routing features.
- Automation Rules: Automate repetitive tasks like ticket assignment and follow-up reminders.
- Knowledge Base: Create a self-service portal with articles, FAQs, and guides for customers.
- Social Media Support: Monitor and respond to customer messages on platforms like Facebook, Twitter, and Instagram.
- Gamification: Motivate your support team with achievement badges and performance tracking.
Pricing
LiveAgent offers several pricing plans to fit the needs of different businesses:
- Free Plan: $0 – Basic ticketing for email and chat, suitable for small teams.
- Ticket Plan: $9 per agent/month – Includes advanced ticket management and email support.
- Ticket + Chat Plan: $29 per agent/month – Adds live chat and social media support.
- All-Inclusive Plan: $49 per agent/month – Offers the full set of features, including call center tools and automation.
LiveAgent also provides a free trial for its paid plans, so businesses can test the platform and choose the plan that best meets their needs.
7. Intercom
Intercom is a customer service tool designed to help businesses engage with their customers through real-time messaging and automation.
Known for its sleek design and advanced capabilities, Intercom makes it easy to provide personalized support, automate responses, and build stronger customer relationships.
With its live chat, chatbot, and proactive messaging features, Intercom is perfect for businesses that want to deliver fast, conversational, and tailored customer experiences.
Key Features of Intercom
- Live Chat: Engage customers instantly with a customizable live chat widget on your website or app.
- Chatbots: Use AI-powered bots to automate responses, collect customer details, and route inquiries to the right team.
- Proactive Messaging: Send personalized messages to customers at the right time based on their behavior.
- Inbox Management: A shared inbox for managing customer conversations from multiple channels.
- Customer Data: Access detailed customer profiles to provide personalized support and recommendations.
- Help Center: Create a knowledge base with articles and FAQs that customers can access anytime.
- Integrations: Connect with tools like Slack, Salesforce, and HubSpot to streamline workflows.
- Analytics: Track customer interactions and measure the impact of your support efforts.
Pricing
Intercom’s pricing is based on the size of your business and the features you need. Here are the key plans:
- Starter: $74 per month – Includes live chat, basic automation, and customer data for small businesses.
- Support: Custom pricing – Designed for teams needing advanced tools like bots, inbox management, and SLA tracking.
- Engage: Custom pricing – Focused on proactive messaging and campaigns to engage customers.
- Scale: Custom pricing – Offers the full range of Intercom features, ideal for growing businesses with complex needs.
Intercom provides a free trial, allowing businesses to explore its features and determine if it’s the right fit for their customer service strategy.
8. Zoho Desk
Zoho Desk is a customer service platform that helps businesses provide excellent support by organizing and managing customer interactions in one place.
It offers tools for ticket management, automation, and customer insights, making it easy for teams to resolve issues quickly and efficiently.
Zoho Desk seamlessly integrates with other Zoho products, making it a great choice for businesses already using Zoho tools or looking for an all-in-one solution.
Key Features of Zoho Desk
- Ticketing System: Convert customer inquiries from multiple channels into organized tickets for easy tracking.
- Omnichannel Support: Manage customer interactions from email, chat, phone, and social media on a single platform.
- Automation: Automate repetitive tasks like ticket assignment, follow-ups, and escalations.
- AI Assistant (Zia): Use Zia, Zoho’s AI assistant, to analyze tickets, suggest responses, and improve efficiency.
- Knowledge Base: Create a self-service portal with articles and FAQs to help customers find solutions on their own.
- Custom Dashboards: Gain insights into team performance and customer satisfaction with customizable dashboards and reports.
- Team Collaboration: Features like ticket sharing and internal comments help teams work together effectively.
- Mobile App: Support customers on the go with Zoho Desk’s mobile app.
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Pricing
Zoho Desk offers flexible plans for businesses of all sizes:
- Free Plan: $0 – Basic ticketing features for up to 3 agents, suitable for small teams.
- Standard: $14 per agent/month (billed annually) – Includes automation and multi-channel ticketing.
- Professional: $23 per agent/month (billed annually) – Adds time tracking, SLA management, and more customization options.
- Enterprise: $40 per agent/month (billed annually) – Offers advanced features like AI tools, custom modules, and advanced analytics.
Zoho Desk also provides a free trial for its paid plans, allowing businesses to explore its features and choose the right plan for their needs.
9. Hootsuite
Hootsuite is a powerful social media management tool that helps businesses engage with customers, monitor conversations, and respond to inquiries across multiple social media platforms.
It allows customer service teams to stay organized and quickly address customer concerns, improving overall satisfaction.
Hootsuite is perfect for businesses that prioritize social media as a key channel for customer interaction and support.
Key Features of Hootsuite
- Unified Dashboard: Manage multiple social media accounts (like Facebook, Twitter, Instagram, and LinkedIn) from one platform.
- Social Monitoring: Track mentions, keywords, and hashtags to stay on top of customer conversations.
- Message Management: Respond to customer inquiries and comments across platforms through a single inbox.
- Team Collaboration: Assign messages or tasks to team members and track progress easily.
- Scheduling and Publishing: Plan and schedule social media posts to maintain a consistent presence.
- Analytics: Gain insights into social media performance and customer engagement.
- Integrations: Connect with tools like Zendesk, Salesforce, and Slack for a seamless workflow.
- Mobile App: Manage social media and customer interactions on the go.
Pricing
Hootsuite offers several pricing plans for different business needs:
- Free Plan: $0 – Manage up to 2 social media accounts with limited features, suitable for individuals or small teams.
- Professional: $99 per month – Includes unlimited scheduling and analytics for 1 user managing up to 10 accounts.
- Team: $249 per month – Supports 3 users managing up to 20 accounts, with advanced collaboration tools.
- Business: $739 per month – Designed for larger teams, offering up to 5 users, 35 accounts, and advanced features like approvals and team reporting.
- Enterprise: Custom pricing – Tailored solutions for large organizations with specific needs.
Hootsuite provides a free trial for its paid plans, so businesses can explore its capabilities before committing to a subscription.
What’s Next?
Integrate your business phone system with these customer service tools. Improve your customer service and reduce customer churn by over 50%. Let PressOne handle it for you