Lot of software adheres to the one-size-fits-all principle
You probably wouldn't invest if someone told you they were beginning a clothesline where everything was one size fits all. One size simply doesn't fit all because there are so many varied body types and fit preferences.
The same is true with software. The reality is that a lot of software adheres to the one-size-fits-all principle. We've put up this thorough guide to understanding and shopping for customer support solutions, along with our top 4 selections for the finest customer care software, to help you make sure you discover the right fit for your customer support for your business.
These are just a random selection. Readers suggestions welcome.
Kapture is a renowned SaaS-based Customer Support Automation platform that deeply focuses on customer support and enables personal customer interactions. Founded in 2014, Kapture brings a customer profiling and segmentation tool that lets the user collect and segregate all prospect interactions on a single platform. This enables them to understand and profile their customers for a more real experience. The startup is helping brands with ticket management, a knowledge management system, an intelligent self-service portal, efficient customer data management, intelligent chatbots that provide contextual responses, omnichannel support operation that integrates queries from multiple channels onto a centralized location, customized tools, and powerful API integrations for smooth operations.
Zendesk is a ticketing system used to manage customer conversations. With any Zendesk plan, you’re able to manage email, Twitter, and Facebook conversations. On their higher-cost plans, you’re also able to manage phone and chat conversations. Though Zendesk is generally associated with larger teams because of the relative complexity of the product, resources needed for initial set up, and overall cost, they do have a few lower-cost plans. Those lower-cost plans do lack some features but should cover the basics for those with a primary focus on email support.
Freshdesk has two support offerings: one for just a help desk solution and one that covers omnichannel support. There are plan tiers within both, but the help desk solution is a lower cost on average when compared to the omnichannel product, and it's probably a good starting place for most small businesses. As with Zendesk’s lower-cost plans, it only covers email, Twitter, and Facebook messages, so if you’re looking for other channels, you’d need to look at the omnichannel support tiers.
Salesforce is best known as a sales CRM tool, but they also offer Service Cloud, a customer support platform. It can be a good option for teams that are looking to provide support over Slack — Service Cloud integrates natively with Slack. Beyond Slack, you can use Salesforce Service Cloud to provide support via email, live chat, and self-service channels. The platform also offers add-ons like field service and AI tools and can integrate easily with Saleforce’s CRM for added customer insights.