Exceptional customer support has long been a crucial element to any successful company, and that is not about to change any time soon. But, just because the customer service industry has been around for years, that doesn’t mean your technology should be stuck in the olden days too. Having the right technical tools and keeping your stack up to date is vital to ensuring that your team stays as efficient and effective as it can be. To help you discover the best tools out there today, we’ve compiled a list of the ultimate customer experience tools in 2019. Something useful to bear in mind? Pay close attention to tools you can integrate, such as Zingtree with Salesforce, Zendesk, Nectar Desk and Freshdesk. This will be a huge asset for you down the line.
To help you cover all your bases, we’ve split our recommendations into four sections. Here are the current top tools for your:
Share your workload, manage huge volumes of calls, and track every inch of movement in your contact center, all with the help of a comprehensive help desk. This is a must-have for any successful center, breaking you free of those bottlenecks and helping you to provide all-around technical support. Take a look at some of today’s industry leaders:
- Pros – Salesforce Service Cloud is a cloud-based solution that’s easy to use with the handy navigation bar and clear categorization. It’s also flexible with a fully customizable dashboard to give you great oversight of the bigger picture. Additionally, it’s quick to get started and compatible with all major browsers, and can even be fully integrated with Zingtree.
- Cons – The many powerful features that Salesforce has to offer can also be a downside, as it can prove to be a complicated tool for small businesses. Its power also means that it can be expensive for those with lesser requirements. Some users have also complained about the difficulty with creating user reports and connecting to Salesforce’s technical support team.
- Price – Service Cloud starts from $25 for customer service on any device and integration with other clouds. Salesforce’s other products include Sales Cloud (from $25) for a basic CRM, Marketing Cloud (price available upon request) for creating marketing campaigns, and Commerce Cloud (price available upon request), to help optimize online shopping experiences.
- Pros – Freshdesk’s flexible plans make the tool suitable for any business. It’s simple to use and requires no technical understanding, offering almost 60 different integrations, including Zingtree.
- Cons – It can be more expensive than other tools on the market, but only for bigger teams with more complex requirements. Their “Sprout” plan, for example, remains free for unlimited agents.
- Price – Plans range from free for simple email ticketing, ticket dispatch and team collaboration, to packages for $29, $49 and $109 per agent a month with increasing, sophisticated features.
- Pros – Zendesk offers inbuilt analytics that help you benchmark customer satisfaction ratings and performance against goals, ample integrations (Zingtree included), detailed reporting and robust customization features.
- Cons – Some find Zendesk’s solutions pricey, report customization option as being a little limited, and the app somewhat difficult to use at times.
- Price – Prices range from $5 for the “Essential” package per agent per month, up to $199 for the all-inclusive “Elite” package.
- Pros – This email tool allows you to combine your help desk and customer service platform. You can manage all your channels (including email, SMS and social media) from one place, with easy collaboration between users including clear ownership, analytics, integrations, reporting, automation and more.
- Cons – Some users report having trouble with tracking internal messages and email search, and that some of the integrations could be more robust.
- Price – Subscriptions start from $9 per user per month, with plans offering additional features for $24, $39 and $79.
Cloud-based Call Center Software
Cloud-based call center technology is taking over the world of customer support, allowing your contact center to be available anywhere thanks to the cloud and freeing your business from costly hardware components. Transform the way your call center runs today by putting it in the cloud, all with the help of one of these top products.
- Pros – Nectar Desk offers many basic and advanced call center functionalities, including call recording, real-time monitoring, interactive voice response (IVR), queue management, analytics and much more. Nectar Desk is feature-rich, easy to use, and integrates easily with Zingtree.
- Cons – On the pricier side compared to some of its competitors.
- Price – Plans begin at $29 per agent per month for the “Basic Voice” package for a maximum of 10 agents, $49 for the “Multi-Channel” package for a maximum of 25 agents, and $99 for the “Unlimited” package, for (you guessed it) unlimited agents.
- Pros – A single phone solution for all kinds of voice communications, RingCentral offers a flexible pricing plan and a substantial free trial offer. It makes PBX simple with an interface designed for non-technical users and offers stable web meetings, clear audio quality and simple IVR and call routing.
- Cons – No direct Linux report and, at present, no option to customize the greeting message during conference calls.
- Price – RingCentral offers three pricing options, at $15.99, $19.99 and $34.99 a month.
- Pros – Aircall is perfect for businesses with virtual offices or remote teams, thanks to the generation of business phone numbers that can be used on any device. Users can also use local phone numbers from up to 30 customers, easy collaboration, customizable working hours per user and custom music and messages.
- Cons – Users have suggested the need for more integrations, occasional problems with audio quality, and for Aircall to provide some additional detail regarding missed calls.
- Price – Aircall offers two set pricing plans at $30 and $50 a user per month, with an additional custom plan for those with bigger requirements.
- Pros – Claiming to allow you to “create a call center in 5 minutes”, Talkdesk offers one-click integrations with Salesforce, Zendesk, Desk.com and many more. Talkdesk requires no phones, hardware, downloads or coding to run.
- Cons – Reporting is a little inflexible, as once a scheduled report has been created it cannot be edited, and there it offers less customizing features for more nuanced reports than other solutions.
- Price – Talkdesk offers two plans, “Enterprise” and “Professional”, but you’ll need to get in touch with them to find out how much it will cost for your business.
- Pros – Dialpad is easy to set up and manage, suitable for different sized teams and call volume with good user support in both Android and iOS.
- Cons – Real-time call monitoring isn’t available, and some users call for Dialpad to provide a wider selection of support for VoIP phones.
- Price – Pricing is simple with a $20 “Standard” plan, a $30 “Pro” plan and a flexible “Enterprise” plan for more advanced features and 24/7 support.
Live Chat Software
Live chat is a game-changer for customer support, scoring the highest customer satisfaction level at 73%, more than email (61%) and phone (44%). In today’s social media and instant messaging world, users are used to online chat and want to speak to your business representatives this way too. Improve your communications with customers using live chat today.
- Pros – Easy integration, in-app messaging and customer segmentation make it easy to offer highly targeted support to your users.
- Cons – Some find the intercom chatbox integrates so seamlessly into the page that customers fail to spot it, and set-up can be a little tricky if you don’t have a developer in-house.
- Price – Prices start from $87 a month for the “Essential” plan, $153 a month for “Pro” and custom pricing for the “Premium” offer.
- Pros – LivePerson is easy to use with fast-responding and friendly customer support. Set-up and onboarding is easy, and chat metrics are immediately accessible at the top of the application to see the current service levels.
- Cons – Some find the UX a little tricky, and claim instability during certain updates.
- Price – You can request a quote via their website.
- Pros – Once you’ve got the hang of it, Drift is a robust platform that offers advanced bot and automation capabilities including outbound marketing with their Gmail extension.
- Cons – The onboarding process could be easier, and Drift could offer more flexibility when it comes to organizing chat logs in folders or categorizing them for importance.
- Price – Drift offers 3 tiers (for individuals, for teams and for enterprise) with different pricing options within each of them. As such, pricing varies greatly, from a free option, to a $1500 a month option, to a custom, premium plan.
Visual Engagement Solutions
Provide an exceptional customer experience by using co-browsing and screen sharing to guide customers through the problems they are experiencing and provide a deeper customer relationship. Here are the tools you can adopt today to provide the next level of service to your customers:
- Pros – Glance, also known as Glance for Customer Service, is easy to use and offers clear video and audio quality with extra features such as the ability to draw on a customer’s screen. Customizable URLs also provide an easy way for customers to find you.
- Cons – Some cite slow loading times and difficulty using it on mobile.
- Price – Not listed on their website, but prices are available upon request.
- Pros – The intuitive user interface, handy dashboards and a great visual-support experience for the customer with smooth screen-sharing, co-browsing and file attachment.
- Cons – Some more customization tools could be useful.
- Price – Pricing is simple at either $40 per agent per month for the “Team” option, or a customized plan for enterprise users.
- Pros – Extensive features and a robust solution for contact centers of all sizes, with the ability to organize chats and format users. It’s a one-stop chat platform offering the usual services, plus AI-powered live chat and video chat.
- Cons – For some, the extensive features can overcomplicate the solution, while others have stressed that the reporting functionality could be improved.
- Price – Request a quote via their website to discover the pricing plan for you.
But Don’t Forget The Most Important Of Them All
There’s one part of your customer support stack that’s going to reduce the need for all of the above, and make you save huge amounts of time and money: self-solving software. This crucial part of your stack will help customers solve their own problems and eliminate the need to reach out to a representative altogether.
With guided instructions broken down into smaller, easily understandable pieces, interactive knowledge bases allow customers to quickly troubleshoot. Zingtree enables organizations and businesses of all sizes to create and integrate customized, easy-to-use interactive knowledge bases into their support system, so every customer gets the answer they need.
Set Yourself Up With The Ultimate Tech Stack to Succeed Today
Today, there are more technical tools than ever before to help customer support departments, but with so many on the market, choosing the right set-up of products for you is a big decision. We hope we’ve helped shed some light on the key products on offer in 2019 to support you in your choice.
Don’t forget that for your decision tree needs, such as interactive knowledge bases and interactive agent scripting, Zingtree is the perfect solution to take your customer support to the next level. Find out more about what Zingtree can do, and our extensive range of integrations, to find out if it’s the right choice for you. If you’re still not sure, try our 30-day free trial and give it a go for yourself!