Let’s say your bike needs a repair and Luckily, there's a bike shop right down the street. But, when you get there, you're met with astonishing rudeness from the staff.
Due to poor customer service, you're likely never setting foot in that shop ever again – even if it is the closest and most convenient.
And you're not alone: according to Microsoft, 90% of Americans consider customer service quality as a factor in deciding whether or not they do business with a company.
Today, exceptional customer service is a necessity. Consequently, businesses are increasingly using apps to help keep customers satisfied. In this blog post, we delve into the best customer service apps of 2023.
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Best Customer Service Apps
Mobile Customer Service Apps
HubSpot Mobile CRM App
HubSpot’s Mobile CRM App lets you stay on top of customer outreach when you’re on the go.
Key Features: You can access customer contact records, update customer details, and handle communications through live chat. The app syncs with the HubSpot CRM, ensuring teams have access to the most current customer data on their phone.
Pricing: HubSpot’s Mobile CRM App is a part of Sales Hub, which has a free version and Starter and Professional tiers for individuals and small teams and Professional and Enterprise tiers for businesses and enterprises.
Chatdesk
Chatdesk is a customer service app designed to help businesses manage customer interactions across multiple channels — like phone, email, social media, and live chat.
Users can track customer satisfaction metrics to keep an eye on your team's performance, and collaborate with your team in providing customer service.
Pricing: Free version with upgrades at $250/month, $1,000/month, and $3,900/month.
LiveChat
LiveChat enables quick communication between businesses and their customers by enabling users to place company-branded chat widgets on their website.
Key Features: Chat routing, file sharing, and chat history are available, while the platform also integrates with popular third-party tools such as Zendesk for data transfer. Businesses can also track visitor behavior and gather insights on how to optimize their site, marketing, and sales efforts.
Pricing: Free trial with Starter at $20/month, Team at $21/month, Business at $59/month, and custom pricing for Enterprise.
General Customer Service Apps
Zendesk
With Zendesk’s desktop and mobile apps, businesses can manage customer inquiries and requests from channels like email, chat, phone, and social media through a centralized dashboard.
Key Features: The platform offers automation such as ticket workflows, smart routing, and chatbot integrations, in addition to analytics and reporting capabilities.
Zendesk also has a customizable Help Center, which lets businesses create and manage a knowledge base of frequently asked questions and articles.
Pricing: Free trial available. Team at $49/month, Growth at $79/month, Professional at $99/month, and Enterprise pricing available upon request.
JustCall
JustCall is a cloud-based phone system that allows you to make and receive calls directly within your browser or mobile device.
Key Features:
- International calling call recording
- Voicemail transcription and search capabilities
- Contact auto-dialer
Unlike LiveAgent or RingCentral, which have features catered to specific teams (like service) or enterprise-level business, JustCall offers lower-frill call necessities that can be used by businesses of all sizes and industries.
Pricing: 14-day free trial; $29/user/month (Team); $49/user/month (Pro) — billed annually. Monthly and custom Business plans are also available.
Aircall
Aircall enables customer service teams to make and receive calls from anywhere with an internet connection.
One of Aircall's standout features is its intuitive call routing system that can route calls based on time zone, language, and priority level.
Other Key Features: Aircall also supports integrations with tools like HubSpot, as well as real-time call monitoring and analytics.
Pricing: $30/user per month, $50/user per month, and custom options are available.
RingCentral
With RingCentral, you can make and receive phone calls, send and receive text messages and faxes, hold audio and video meetings, and collaborate in real-time from any device and location.
Other Key Features: RingCentral also enables you to customize communication workflows, integrate with other applications, and access real-time analytics and reporting.
Pricing: Core at $30/user per month, Advanced at $35/user per month, and Ultra at $45/user per month.
Groove
Groove helps you manage customer communication across different channels, including email, social media, and phone.
Key Features: The app offers a shared inbox for customer service teams to organize and prioritize customer requests, in addition to live chat for realtime support.
Pro Tip: For teams with low bandwidth, Groove’s knowledge base feature can also help customers help themselves.
Pricing: Free trial available. Starter at $12/user per month, Plus at $20/user per month, and Pro at $40/user per month.
Sprout Social
Sprout Social’s social listening tools, dashboards, and integrations focus on helping brands respond quickly to customer queries and complaints specifically on social media.
Key Features: Sprout Social’s tools include real-time message and comment management, social media performance analytics, reporting, and collaboration tools for customer service teams.
Pricing: Standard at $249/month, Professional at $399/month, Advanced at $499/month, and custom pricing for Enterprise.
Free Customer Service Apps
Freshdesk
Freshdesk helps businesses manage customer inquiries, feedback, and support requests.
Key Features: Customer support teams can monitor, track, and respond to customer inquiries in real-time by using Freshdesk dashboards and reporting tools. While a free version is available, the paid version offers a range of customization options for businesses to tailor their support operations to their specific needs, as well as automated features like ticket workflows and pre-built response templates.
For those with a growing tech stack, Freshdesk also integrates with third-party tools like CRMs and ecommerce platforms.
Pricing: Free, Growth at $15/month, Pro at $49/month, and Enterprise at $79/month.
Get Started With Customer Service Apps
Now that you know what to look for in a customer service app, you can get started with providing excellent customer service by. Learn more about how HubSpot's Mobile CRM App can help you aid your customers.
