Keeping customers happy is no easy feat. In fact, there are many challenges that service desk analysts face on a daily basis. It’s increasingly getting harder to provide streamlined customer support on various channels. Add to that your long ticket queue that doesn’t seem ever to end.

Thankfully, there are some customer support tools that can help make your life easier. With service desk tools, you can automate your work and keep your process efficient so that you can focus on providing an excellent customer experience.

Customer support software allow you to manage, organize, respond, and track all your customer requests and messages in less time. Not to mention, let you measure and determine the effectiveness and efficiency of your customer service efforts.

Optimize your online support system and make sure that you’re offering a seamless customer experience. Here are the customer support tools you need to try for your service desk tasks.


1. Freshdesk

Freshdesk is a cloud-based, all-in-one customer support software that offers a wide variety of features in helpdesk automation, ticket management, SLA management, multi-channel support, collaboration, community support, mobile customer support, customer management, and many more.

The best thing about Freshdesk is that it’s suitable for companies of all sizes. Whether you’re a small business or a large enterprise, there’s a Freshdesk pricing plan that fits your needs.


2. LivePerson

Customers are no longer as patient as they used to be, and they prefer more convenient and less disruptive channels where they can access a company’s customer service while on the go. As a result, they’re shifting from voice support to mobile messaging.

Live chat can address this issue. In fact, a recent survey shows that 49% of consumers prefer to use live chat for online shopping concerns.

LivePerson is a live chat and mobile messaging platform that enables companies to offer messaging support in real time. Through their cloud-based software, LiveEngage, your customers can experience a seamless and continuous customer service straight from their smartphone. This allows your brand to deliver more personal and direct customer support.


3. UserVoice

Your product is central to the customer experience and service you provide. Without a great product, your company cannot offer an exceptional user experience, which is why you need to regularly update your products or software to include the evolving needs of your customers.

UserVoice is a feedback management tool that lets you capture user feedback to use as data in making better products. The tool allows you to organize and prioritize feature requests so that you can build a data-driven product roadmap. With an efficient feedback tool, you can ensure that your team delivers exceptional customer experience.

UserVoice can be used on top of other customer support tools. Its features include product prioritization, feedback collection, management and moderation, and communication.


4. Postman

Postman is a complete API development environment that supports all aspects of API development such as building API requests through testing, documentation, and sharing.

Postman is a REST client that increases your efficiency when working with APIs. You can test APIs directly from your browser without resorting to complex web developer tools. It also keeps a history, so you can resend you past requests and retest them.


5. Helpjuice

A knowledge base is a collection of information about your products and services that works like a help center. It’s a self-service channel that lets you answer common questions before your customer even asks them. Thus, an efficient knowledge base can help you reduce your customer support calls and messages by 50%.

Helpjuice is a knowledge base software that offers both an external knowledge base for your customers and an internal knowledge base for your employees. Helpjuice is simple and easy-to-use with its intelligent search feature that instantly shows documents and articles before you even finish typing.

It also offers a data analytics tool that can help you determine the most commonly searched for documentation, among others.
There are a wide variety of tools you can use to optimize your customer service workflow. Keep the needs of your customers front and center when determining which tools you need for your service desk.


By using adequate customer support tools, you can reach customers in new areas and reduce the friction and frustration that your customer support team experiences.

Remember that customer satisfaction depends on the efficiency of your customer support agents, and happy agents result in happy customers.


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Aug 18 - Aug 19DevOps FoundationManila, Philippines
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