{"id":42335,"date":"2020-04-16T00:00:00","date_gmt":"2020-04-16T07:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/best-customer-service-software\/"},"modified":"2025-03-13T06:27:25","modified_gmt":"2025-03-13T13:27:25","slug":"best-customer-service-software","status":"publish","type":"post","link":"\/us\/en\/blog\/best-customer-service-software\/","title":{"rendered":"6 powerful customer service solutions for small businesses"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">It\u2019s easy for small businesses to lose track of all their customer support conversations\u2014questions, complaints, follow-ups\u2014across their various different channels, from chatbots to emails to social media. But why?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Simply put, if you\u2019re trying to <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-grow-a-small-business\/\">grow a small business<\/a>, you\u2019re probably pressed for time and resources. Even if you\u2019re one of the lucky few who has more than one person on hand to deal with customer service queries, it can soon get overwhelming as your business expands\u2014so your employees will need to wear many different hats in order to keep up.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There is some good news, however. Namely, that there are ways to provide an outstanding customer experience while easing the burden on your employees. One of the most effective ways to make life easier for a small and overworked customer service team is to invest in the best customer service software ecosystem.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Thankfully, there\u2019s plenty of customer service software that should be within the financial reach of the typical small business owner. In this guide, we\u2019ll look at some of it, covering the following key areas:<\/span><\/p>\n<ul>\n<li><a href=\"#one\">The importance of customer service<\/a><\/li>\n<li><a href=\"#two\">What are &#8220;customer service solutions&#8221; and why do they matter?<\/a><\/li>\n<li><a href=\"#two\"><span style=\"font-weight: 400;\">Different types of customer service software<\/span><\/a><\/li>\n<li><a href=\"#three\"><span style=\"font-weight: 400;\">6 powerful customer service solutions for your business, categorized by type<\/span><\/a><\/li>\n<li><a href=\"#four\"><span style=\"font-weight: 400;\">How to choose the right customer service tools for your business<\/span><\/a><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">We\u2019ll pay particular attention to how RingCentral\u2019s products can help you provide an even better standard of customer service. Let\u2019s get started.<\/span><\/p>\n<hr \/>\n<p class=\"p1\">\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f<b>\u00a0<\/b>Ready to offer 5-star customer service?<b>\u00a0<\/b>Get strategies for every stage of the customer journey with this <b>free eBook<\/b>.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/assets.ringcentral.com\/us\/ebook\/long-live-customer-service.pdf\" data-id=\"69d04c976a4ef\" id=\"69d04c976a4ef\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d04c976a4ef.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40Get this free eBook to learn how to win in customer service.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d04c976a4ef.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<h2 class=\"heading h2\">The importance of customer service<\/h2>\n<p>Unlike big-box companies and corporations, there&#8217;s little room for error when it comes to <a href=\"\/us\/en\/blog\/omnichannel-customer-service\/\">small business customer service<\/a>. Every new client who walks through the door could make, or break, your success.<\/p>\n<p>This is doubly true today in the &#8220;Experience Economy,&#8221; when <a href=\"\/us\/en\/blog\/customer-service-vs-customer-experience\/\">customers value a positive experience even over price<\/a>. While this might seem daunting, it&#8217;s actually good news for small businesses. It means you can compete head-to-head with huge companies, even if they undercut you on price.<\/p>\n<h2 class=\"heading h2\">What are &#8220;customer service solutions&#8221; and why do they matter?<\/h2>\n<p><span style=\"font-weight: 400;\">In short, customer service solutions help companies track, organize, and address customer issues and questions.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Typically, these programs include functionality such as live chat and ticket management, but the very best apps and tools allow your company to meet its customers where they truly are. This enables you and your customer support team to take an omnichannel approach, managing phone calls, emails, chats, SMS, social media interactions, and more\u2014and all from a single platform.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In choosing the best customer support software for your business, there are some clear benefits you should be looking for. These include the following:<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>Free up time: <span style=\"font-weight: 400;\">A lot of customer service tools can enable you to cut down on some of the more repetitive, manual tasks. For instance, they can help scout different channels for incoming customer requests, complaints, and questions.<\/span><\/b><\/li>\n<li aria-level=\"1\"><strong>Personalize interactions with customers<\/strong>:<span style=\"font-weight: 400;\"> Customer service software can act as a database that lets you keep track of customer details. So imagine how much more personalized your conversations with customers could be when you\u2019re aware of their names, past interactions, and even their preferred <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-channels\/\"><span style=\"font-weight: 400;\">communication channels<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li aria-level=\"1\"><strong>Improve collaboration:<\/strong> <span style=\"font-weight: 400;\">From managing tasks to holding video meetings, a good <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-apps\/\"><span style=\"font-weight: 400;\">customer service app<\/span><\/a><span style=\"font-weight: 400;\"> will make it easier for you to brainstorm with your team and provide seamless customer service.<\/span><\/li>\n<li aria-level=\"1\"><b>Analyze performance: <\/b><span style=\"font-weight: 400;\">Can you see the trends and results of your efforts? Your chosen customer service software should be able to provide you with this data, along with <\/span><a href=\"https:\/\/www.ringcentral.com\/call-center-metrics.html\"><span style=\"font-weight: 400;\">call center metrics<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ul>\n<p>Need to see it in action? Here&#8217;s a closer look at RingCentral Engage Digital, an all-in-one customer service software that small businesses love:<\/p>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"Modern Cloud-Based Customer Engagement Platform | RingCentral Customer Engagement\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/lZe7wn-vuLs?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<h2><a id=\"two\"><\/a>3 types of customer service software<\/h2>\n<p>Customer service software\u2014and most importantly, their features and benefits\u2014usually fall into the three categories listed below:<b><\/b><\/p>\n<h3 class=\"heading h3\">1. Communication software<\/h3>\n<p>A <a href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a> covers a lot more than phones these days. This is usually the software that lets you serve your customers via text, phone, email, chat, and video messages. The best <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">communication tools<\/a> bring everyone in your team together in a single platform\u2014often, also with screen sharing, file annotation, and message alerts.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><strong>Pro-tip:<\/strong><\/div>\n<p>Learn more about how to provide good <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/online-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">online customer service<\/a>.<\/p>\n<\/div>\n<h3 class=\"heading h3\">2. Help desk \/ ticketing software<\/h3>\n<p>Help desk or ticketing systems allow you to track <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer interactions<\/a> through support tickets. These tickets are essentially interactive records that provide a holistic view of every <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a> request, making it easier for you to monitor and resolve more complicated issues.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><strong>Pro-tip:<\/strong><\/div>\n<p>Invite multiple team members to your help desk software to collaborate on customer service tasks.<\/p>\n<\/div>\n<h3 class=\"heading h3\">3. Live chat software<\/h3>\n<p>Like an instant messaging app, live chat software lets you interact directly with customers in real time. This usually happens through a set of predefined rules set up in the software application.<\/p>\n<p>One of the most common rules involves people who\u2019ve browsed a certain page for a specific period. The software will automatically present them with a prompt inviting them to ask you any questions they may have.<\/p>\n<p>More modern live chat tools also let you do things like route chats, send canned responses, and create custom forms to collect your visitors\u2019 information.<\/p>\n<p>Now, let\u2019s look at a few tools in each of these categories, along with how they can help enhance the <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a>.<\/p>\n<h2><a id=\"three\"><\/a>6 powerful customer service solutions for small businesses<\/h2>\n<p><span style=\"font-weight: 400;\">With so many different customer service software tools to choose from, you might be wondering where to begin with it all. As a hardworking small business owner, you no doubt have plenty of things on your plate at any given time\u2014so you probably haven\u2019t got time to spare to sift through the various options available to you.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Thankfully, we\u2019re on hand to do that job for you, saving you the hassle. We\u2019ve done the hard work on your behalf, narrowing it down to six of the very best options\u2014two communication software tools, two help desk software tools, and two live chat software tools.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What\u2019s more, it\u2019s perfectly possible\u2014and hugely beneficial\u2014to combine the tools as part of a holistic ecosystem. By putting them to work in tandem you can supercharge each one, and deliver the kind of customer experience many small businesses can only dream about. Let\u2019s examine them in more detail.<\/span><\/p>\n<h3 class=\"heading h3\">Communication software<\/h3>\n<h4><b><\/b>1. <a href=\"https:\/\/www.ringcentral.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral<\/a><\/h4>\n<p><a href=\"https:\/\/www.youtube.com\/watch?v=vGSZfDIHmso\">https:\/\/www.youtube.com\/watch?v=vGSZfDIHmso<\/a><\/p>\n<p>There\u2019s a reason RingCentral won PCMag\u2019s Editors\u2019 Choice in business communications. With HD video and cloud phone service, and solutions that keep all your customer interactions in one place, RingCentral makes it easy to work together as a team to provide <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/what-is-good-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">good customer service<\/a>.<\/p>\n<h4><i>Bonus: Contact center software<\/i><\/h4>\n<p>Want to take control of your customer experience on WhatsApp\u2014while tracking questions that are coming in through Facebook Messenger? You can use RingCentral\u2019s tightly integrated <a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\" target=\"_blank\" rel=\"noopener noreferrer\">customer engagement features<\/a> to get it done.<\/p>\n<p>RingCentral\u2019s <a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\">contact center product<\/a> can help you boost your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/first-call-resolution-industry-standard\/\" target=\"_blank\" rel=\"noopener noreferrer\">first contact resolution rate<\/a>, tackle messages across multiple communication platforms, and make sure your whole team is looking at the same customer information. Here\u2019s a quick clip of how it works:<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>Pro-tip:<\/b><\/div>\n<p>If you want to prioritize requests from your VIP customers, you can do that through RingCentral\u2019s integrations with leading CRM (customer relationship management) tools. This lets you tag sensitive or special customers so that <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/automatic-call-distributor-system\/\" target=\"_blank\" rel=\"noopener noreferrer\">automatic distribution systems<\/a> deliver their requests at the front and center of the support queue.<\/p>\n<\/div>\n<p>RingCentral is also equipped with features that give you insights into customers\u2019 perception of your business. For example, you can use <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer surveys<\/a> to identify trends in service that pop up over time. Use the platform\u2019s integrated messaging features to circle up with your team and decide what needs to improve based on those trends: The social media service quality? The call response time? The chat prompts? Everything? (Heads up: it\u2019s pretty often \u201ceverything.\u201d)<\/p>\n<hr \/>\n<p class=\"p1\"><span class=\"s1\">\ud83d\udd79\ufe0f<\/span> Get a hands-on look at how RingCentral works by booking a product tour:<\/p>\n<p class=\"p1\"><button data-href=\"#leadform-popup\" class=\"js-open-popup-activator btn primary\" >Choose a time<\/button><\/p>\n<p>\ud83d\udcb0 You can also <strong><a href=\"http:\/\/www.ringcentral.com\/roi-calculator\" target=\"_blank\" rel=\"noopener noreferrer\">use this calculator<\/a> <\/strong>to see roughly how much your business could save by using RingCentral to support your team&#8217;s communications with clients, customers, and each other.<\/p>\n<hr \/>\n<h4>2. HubSpot Service Hub<b><\/b><\/h4>\n<p>Much like RingCentral, HubSpot Service Hub lets you access your call, chat, and email interactions all in one place in a user-friendly system.<\/p>\n<p>Each interaction is enriched by the integrated CRM, so you get contextual information about the customer\u2019s journey with your business. Plus, the built-in help desk allows you to turn chats and emails into tickets that can be easily tracked, structured, and prioritized.<\/p>\n<p>HubSpot Service Hub can also be used to automate customer marketing emails, collect <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer feedback<\/a> via surveys, and conduct 1:1 screen-sharing sessions with customers. You can even integrate it with HubSpot\u2019s marketing and sales software to generate leads for your business. Overall, it\u2019s a decent communication tool to use if you\u2019re looking to up your customer service game.<\/p>\n<p>Of course, you\u2019d still need to connect it with a fully featured <a href=\"https:\/\/www.ringcentral.com\/apps\/call-with-ringcentral-for-hubspot\" target=\"_blank\" rel=\"noopener noreferrer\">communication tool like <\/a><a href=\"https:\/\/www.ringcentral.com\/apps\/hubspot\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral<\/a> if you want to access certain features like HD video conferencing with in-meeting chat (HubSpot\u2019s own tool only lets you create 1:1 screen-sharing videos to send via support tickets):<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/apps\/call-with-ringcentral-for-hubspot\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-6465 size-medium\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image6-84.png\" alt=\"Hubspot and RingCentral Integration\" width=\"630\" height=\"400\" \/><\/a><\/p>\n<h3 class=\"heading h3\">Help desk\/ticketing software<\/h3>\n<h4>3. Freshdesk<\/h4>\n<p>Trusted by over 150,000 businesses, Freshdesk lets you streamline conversations from across channels so that you can identify trends and assign tickets accordingly. Unlike other customer service tools, this help desk software also has a few features for team productivity and internal collaboration. These include team inboxes to collectively manage your most important tickets, canned responses for common support requests, and the ability to split tickets with various tasks into sub-tickets so that multiple teams can work on them in unison. How\u2019s that for <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service teamwork<\/a>?<\/p>\n<p>The tool is also equipped with AI features that allow you to do away with repetitive, mundane tasks. For example, you can configure its support bot (named Freddy) to assist your customers by answering FAQs via chat and email. Need to automate escalations and other tasks using specific event-based triggers? You can do that too.<\/p>\n<p>And oh look, you can <a href=\"https:\/\/www.ringcentral.com\/apps\/freshdesk-ringcentral\" target=\"_blank\" rel=\"noopener noreferrer\">integrate Freshdesk with RingCentral <\/a>too. There\u2019s the automatic call logging feature, where Freshdesk automatically generates a support ticket with all the relevant customer details attached once you finish a call using RingCentral.<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/apps\/freshdesk-ringcentral\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-6466 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-103.png\" alt=\"Freshdesk and RingCentral Integration\" width=\"729\" height=\"362\" \/><\/a><\/p>\n<h4>4. Kayako<\/h4>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6467 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-159-1024x653.png\" alt=\"Kayako help desk software\" width=\"840\" height=\"536\" \/><\/p>\n<p>As customers demand more <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/agile-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">agile customer service<\/a>, your small business has probably begun to feel the heat. When you\u2019re busy going back and forth between customer emails, either speed or quality will probably take a hit. That\u2019s where Kayako\u2019s powerful help desk features come into play.<\/p>\n<p>The software\u2019s ability to track customer journeys and create user profiles gives you powerful context to provide high-quality support to every customer, fast. Plus, it has robust integrations that serve up even more comprehensive customer data, making sure you have the whole picture.<\/p>\n<p>Imagine how much quicker and more effective your service can be when you have a holistic and complete view of the customer\u2019s entire journey at your fingertips.<\/p>\n<p>As a bonus, Kayako also allows you to tag your support tickets for easy organization as well as quickly assign ticket status. This helps you prioritize messages according to time targets, department, and importance. Although there are some quirky errors such as emails with large attachments sometimes failing to come through, there\u2019s nothing that really breaks the software.<\/p>\n<h3 class=\"heading h3\">Live chat software<\/h3>\n<h4>5. LiveChat<\/h4>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6468 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-126-1024x769.png\" alt=\"LiveChat - live chat software\" width=\"840\" height=\"631\" \/><\/p>\n<p>This live chat tool may not have the catchiest of names, but it definitely boasts functionality that can help you reshape your customer experience. On top of standard features like user profiles, saved responses, and auto messages, LiveChat can also route chats to relevant employees (like transfering technical questions to your IT person or product manager).<\/p>\n<p>The software shows you your entire chat history with a customer so that you can reread a conversation or pick up a chat where you last left off\u2014without everyone having to repeat themselves.<\/p>\n<p>Other than that, LiveChat provides in-depth reports on customer satisfaction and service performance including response times and average chat duration. Chatbot customization tools are also there if you want to display your company logo in the software\u2019s interface. Plus, the software can integrate with 170+ apps for even more extended functionality.<\/p>\n<p>LiveChat is known for having a beautiful mobile app, but just keep in mind that it can\u2019t be used for tasks like editing user profiles or customizing the backend interface of the tool.<\/p>\n<h4>6. Intercom<\/h4>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-6469 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image3-134-1024x560.png\" alt=\"Intercom - live chat software\" width=\"840\" height=\"459\" \/><\/p>\n<p>As one of the best customer service software programs, Intercom has more than 30,000 paying users across the globe. Its live chat feature is known for being a powerful resource for proactive support. The lntercom live chat widget has a UI that\u2019s similar to the apps your customers use to communicate with family, friends, and coworkers. (Meaning it\u2019s really easy to use and looks pretty.)<\/p>\n<p>It also offers options to embed images, videos, and articles. People on both sides of the chat can attach files in the widget and even send emojis and GIFs.<\/p>\n<p>With Intercom, you can also trigger automated chats based on user behavior and custom events. For instance, if someone views a specific number of pages on your site, you can trigger the chat widget immediately and engage with them at that precise moment. You can even create responses beforehand to answer the most commonly asked questions quickly. Plus, with Intercom\u2019s smart bots, you can offer 24\/7 customer service and free up some time to work on other important areas of your business.<\/p>\n<p>Intercom has integrations with news portals, CRMs, and whatnot. (Bear in mind that some of the most useful features will cost you.)<br \/>\n<a name=\"How to choose a customer service software that\u2019s right for you\"><\/a><\/p>\n<h2>How to choose a customer service software that\u2019s right for you<\/h2>\n<h3>1. Do an audit of your current capabilities and needs<\/h3>\n<p>Don\u2019t be shy\u2014write out the details of your current customer service situation. Include items like:<\/p>\n<ul>\n<li>All the systems and steps involved in your current customer service process<\/li>\n<li>The tech capabilities you have right now<\/li>\n<li>The human resources you have right now<\/li>\n<li>What your team is currently doing well (and struggling) with<\/li>\n<li>Your \u201cmust-haves\u201d\u2014the capabilities and\/or resources you don\u2019t have but you desperately need<\/li>\n<li>Your \u201cnice-to-haves\u201d\u2014the capabilities and\/or resources that would be super helpful, but aren\u2019t critical<\/li>\n<\/ul>\n<p>When you create a foundation to work with, it will be much easier to know what you\u2019re looking for. This is especially helpful when you\u2019re sorting through long lists of functionalities and prices for your new customer service software options.<\/p>\n<h3>2. Run each option through these 6 key areas<\/h3>\n<p>Every company has different needs, but there are six key areas that you should look at every time you evaluate a new customer service software option. Choose the ones that are most relevant and important to your organization:<\/p>\n<ol>\n<li><b>Features:<\/b> Comb through the features list. How does it align with your internal customer service audit? Which features are critical and which can you afford to leave out?<\/li>\n<li><b>Customer experience: <\/b>How do your customers seek service from you, and does that align with what the platform offers? You can\u2019t afford to miss the mark on this one.<\/li>\n<li><b>Ease of use:<\/b> While the software likely won\u2019t be 100% intuitive right off the bat, make sure that your customers and your team will be able to navigate it with a relatively short learning curve.<\/li>\n<li><b><b>Reporting: <\/b><\/b>Can you easily access performance data and share with your team? Without looking at past performance, it\u2019s tough to improve in the future. So don\u2019t skimp here.<\/li>\n<li><b>Scalability:<\/b> Think of your growth. Can this new customer service software handle if you scale to double, triple, or 10x your current customer volume? Would it truly help your team and the <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a> at this volume?<\/li>\n<li><b>Automation:<\/b> With scalability comes the urgent need for <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/automated-customer-service\" target=\"_blank\" rel=\"noopener noreferrer\">automated customer service<\/a>. What capabilities does the new software have for reducing the need for human resources and maximizing efficiency?<\/li>\n<\/ol>\n<h3>3. Less is more\u2014avoid choice paralysis \/ using too many tools<\/h3>\n<p>Especially when you\u2019re on a budget, it might be tempting to choose several (seemingly) cheaper fragmented customer service software options. But if you don\u2019t crunch the numbers beforehand, it might be a huge headache in the long run.<\/p>\n<p>As a rule of thumb, try to consolidate your platforms wherever you can. This will mean shorter (and fewer) learning curves, less disparity in your data, and fewer opportunities for critical information to slip through the cracks.<\/p>\n<p>There are loads of tools for customer service that also give you a wide range of other capabilities. For example, RingCentral lets you <a href=\"https:\/\/www.ringcentral.com\/remote-support-customer-service.html\" target=\"_blank\" rel=\"noopener noreferrer\">manage your remote customer service team, connect on multiple customer channels, and have a collaborative contact cente<\/a>r\u2014among others.<\/p>\n<p>Don\u2019t sell yourself short with a customer service software that makes things harder.<\/p>\n<h2>What\u2019s the best customer service software for keeping your customers happy?<\/h2>\n<p><span style=\"font-weight: 400;\">Having read all of this, you could be forgiven for feeling a little apprehensive. Perhaps you feel that it all sounds like a bit of a daunting task, or perhaps an unnecessary expense. However, you really can\u2019t afford to put the customer experience on the back burner.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Today, the customer experience is more important than it\u2019s ever been. It\u2019s easier than ever before for customers to raise hell about bad experiences, or simply take their custom elsewhere. Combined, this can do a great deal of damage to your business and its reputation\u2014and once reputational damage has been sustained, it\u2019s hard to turn that around.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Simply cobbling your customer service functions together might (we must emphasize the <\/span><i><span style=\"font-weight: 400;\">might<\/span><\/i><span style=\"font-weight: 400;\">, here) serve you okay in the very early stages of getting your business up and running. Perhaps you\u2019ll be able to get away with it for a time. But as you grow, you\u2019ll need customer service solutions that make your customer service streamlined, smooth, and scalable.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are, as we\u2019ve discussed in this guide, many different customer service solutions on the market for you to choose from, and there are many opportunities to integrate them to cater to the unique needs of your business as it develops and expands. It\u2019s up to you to make sure that you make the best possible use of them.<\/span><span style=\"font-weight: 400;\">The sooner you take advantage of these tools and start applying those all-important <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-best-practices\"><span style=\"font-weight: 400;\">customer service best practices<\/span><\/a><span style=\"font-weight: 400;\">, the better equipped you\u2019ll be to keep delighting your customers, time and again\u2014and better still, you\u2019ll be growing that vital bottom line.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s easy for small businesses to lose track of all their customer support conversations\u2014questions, complaints, follow-ups\u2014across their various different channels, from chatbots to emails to social media. But why? Simply put, if you\u2019re trying to grow a small business, you\u2019re probably pressed for time and resources. Even if you\u2019re one of the lucky few who &#8230;<\/p>\n","protected":false},"author":29,"featured_media":48158,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[18247,402,18248,18527],"class_list":["post-42335","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-cs-software","tag-customer-service","tag-customer-service-software","tag-cx-software"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>6 powerful customer service solutions for small businesses | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Good customer service is critical for small businesses. 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