Five apps to improve customer service

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Call centre agents, social media managers, technical support representatives all have one thing in common: customer service.


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Call centre agents, social media managers, technical support representatives all have one thing in common: customer service. These are the people who provide solutions to customers’ questions and complaints through a professional, helpful, high-quality service.

It can come as a natural skill, or it could be something you can get better at through training. And, like any other career, there are tools and software out there that can boost your day-to-day customer service tasks. PayU rounds up some of the top apps to help customer service agents engage with their consumers.

Zendesk
Zendesk has proven itself one of the most trusted customer service applications, with Airbnb, Groupon, Tumblr and Sony among its clients. It is a cloud-based programme that can be installed quickly on almost any device. Zendesk enables businesses to streamline processes related to their customer service but at a lower cost. Its features range from multiple support channels to robust reporting and advanced analytics to a knowledge base portal with community forums.

Cost: Between $5 and $199 per month, (Avg. R64 - R2 563 per month) depending on the plan.

Parature for Facebook
Nowadays, more customers submit complaints and queries via Facebook. Parature, a cloud-based, multichannel customer service software, has developed an interface that allows you to manage customer communication on your business Facebook page. The process is fairly simple: after a customer submits feedback on your page's support section, Parature will transform the comment into a ticket on its system, which will be received by your social media manager. The social manager can push an update by responding directly on the wall.

Cost: Contact the vendor for a price quote.

Desk
Desk.com brings together your small business' varied customer feedback channels into a single hub. Posts from Twitter and Facebook can be managed from an integrated application alongside traditional customer support methods such as emails and chat. The service allows several members of a team to perform tasks on the same inbox, thereby improving workflow. Customer service agents will have access to a variety of features including self-service portals, productivity tools, customer profiles and third-party plugins like Slack and Jira.

Cost: Between $20 and $100 per month (Avg. R257 - R1288 per month), depending on the plan.

Get Satisfaction
The Get Satisfaction app enables your businesses to install tools that foster customer engagement and create online communities. Companies can develop a rapport with potential customers by streamlining communication from their website, social presence, search engines, and mobile devices. Customers can submit enquiries, share suggestions, flag issues and interact with your business on topics that is of interest to them.

Cost: Contact the vendor for a price quote.

ClickDesk
Live chat and support is a key part of an effective customer service strategy and Clickdesk is making this easier than ever. With this tool, you respond instantly to your customers' queries via a live chat interface that can be installed on desktop and mobile. This communication portal has an integrated help desk that also lets you read and answer email and offline chat messages. Customers will be able to do voice and video chat from your website without having to install additional software.

Cost: Free for 10 users. Between $14.99 and $39.99 per month, (Avg. R193 - R515 per month) depending on the plan.

Improving your customer service can have a considerable effect on a business' long term success. And, regardless of how talented their customer service staff are, they can always do with extra help. These customer apps can help them excel in their career and help their organisation retain and grow its customer base.

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