Below, we broke down many of the top customer service and support tools, giving you a high level overview of what each of the major tools do and the ones you may need to add to your customer support tech stack.
Internal Knowledge Base Software for Support Teams
Tettra excels as an internal knowledge base for customer support teams.
Here’s why: It centralizes information, ensuring secure storage of sensitive data, while its powerful search functionality enables quick access to essential documentation.
You’ll be able to integrate with Slack and support content verification for accuracy.
Once you add Kai, Tettra’s AI assistant to the mix, you’ll get even more features like auto-tagging, auto-generated FAQs, and quick answers in Slack without even searching.
You can even share your info publicly with external sites if you need to.
Customizable and equipped with a Q&A workflow, Tettra empowers support agents to share insights and capture feedback efficiently. Its integrations with various tools facilitate seamless knowledge sharing.
- Centralized knowledge repository
- Efficient search and AI search
- Content verification, ensuring that information remains accurate and up-to-date.
- Q&A workflow to capture questions and feedback
- Initial time for setting up
- Managing and organizing large volumes of contentmay require dedicated help for optimal organization and usability.
“My colleagues and I appreciate Tettra for its ease of use and integration with Slack and Google. The functions and layout are not complicated, allowing all team members to familiarize themselves with Tettra pretty rapidly. This is a huge plus since we use Tettra on a daily basis and have lots of information to store.”– Jovanka W., G2 Review
Confluence, a knowledge management software developed by Atlassian, mirrors Notion in both look and function. It enhances team collaboration by simplifying knowledge sharing and multi-project collaboration. Additionally, Confluence easily integrates with several Atlassian apps, ensuring all essential features are within reach.
- Allows multimedia for engaging content.
- Many templates and shortcuts for easy creation.
- Secure content with strong permission settings.
- Too many features can confuse new users.
- Some advanced features are hard to learn.
- Costs rise with bigger teams or extra plugins.
“I like that Confluence has different templates available when you are creating pages along with other features like adding in a table of contents.” – G2 Review
HelpJuice enables the creation of internal and external knowledge bases, ensuring company-wide alignment. It streamlines the search for answers and documents for all members, facilitating clear communication. With its vast variety of templates, you can tailor your wiki to mirror your company’s website, offering a familiar browsing experience for your teams.
- Easy to make internal and external knowledge bases.
- Strong analytics for tracking user activity.
- Many templates for consistent branding.
- The user interface can be overwhelming.
- Some tool integrations aren’t straightforward.
- Deep customizations need tech expertise.
“The search for our users is great! Their team is quick with support requests and customizing the CSS for our page.” – G2 Review
Customer Relationship Management (CRM) System
4. Salesforce Sales Cloud
Companies that like extensive customization abilities for their CRM system would like Salesforce Sales Cloud. Its rich customization features, combined with its vast internal ecosystem and the third-party AppExchange, offer a ton of opportunities to build a platform that’s tailored specifically to your team’s needs.
- Offers features for various business needs.
- Many integration options via AppExchange.
- Suits a broad range of industries.
- Complex setup process.
- Premium features can be costly.
- Difficult to integrate with non-Salesforce systems.
“It helps the business to manage all their Sales process in one place.It is very user friendly and easy to use. It has multiple tools to give you a 360-degree view of your business.” – Ritesh, G2 Review
5. HubSpot CMS Hub
HubSpot started as a marketing platform and has maintained its dominance in that space. It seamlessly converts your website into a lead hub with content promotions, ad campaign management, and nurturing contacts via multi-channel automation. Another reason HubSpot appeals to businesses as a customer experience tool is its extensive app marketplace, which offers more than a thousand third-party apps for integration.
- Easy for beginners.
- Has a free basic version.
- Many app integration options.
- Some integrations aren’t free.
- Pricey advanced features for small businesses.
- Limited customization than other CRMs.
“I like that all the tools are easy to navigate, the UI is so well laid out and that there is a lot of functionality all in one tool, you don’t need a ton of plugins.” – Dan S, G2 Review
6. Zendesk Sell
Zendesk Sell provides a CRM solution that’s simple to set up and use, and good for businesses of any scale. It’s packed with digital customer service tools that allow teams to be more productive, streamline processes, and offer clear pipeline insights to your sales team. Additionally, its sales prospecting feature taps into a potential market of over 200 million professionals that your team can use to find prospects and create targeted lists full of verified and accurate records.
- Scalable for businesses of all sizes.
- Comprehensive sales prospecting tools with access to a large market.
- Offers good customer support.
- Can be a costly option for smaller businesses.
- Integration with non-Zendesk products can be challenging.
- Has a learning curve for those new to CRM systems.
“We’ve been using Zendesk Sell for a few months now and have been impressed with its ability to help our sales team effectively follow up with leads.” – Ross Stewart C., G2 Review
Helpdesk Software for Customer Support Teams
Zendesk offers a customer service tool with features like a shared inbox, information library, and live chat to facilitate immediate responses. They also have predictive engagement and AI tools like chatbots, but these come with pricier plans. You can also use their automated features and connect with over 1,000 other apps. Very popular with customer success and customer support teams.
- Multi-channel support for a 360-degree customer view and experience.
- Advanced AI capabilities for chatbots and auto-responses.
- Regular improvements based on user feedback.
- The sheer number of features can get overwhelming.
- Customizations might require technical expertise.
- Can be difficult to use for first-time users.
“Zendesk has a number of features that are intuitive and easy to learn. While batch update features can still be improved, I appreciate how they can streamline my work and save me time on what would be more tedious individual updates.” – Eric B, G2 Review
Freshdesk is a versatile help desk ideal for big teams. When you join, you get tools like a shared inbox, an info library, and chat for support and customer experience. Depending on your plan, you also receive a set number of minutes for customer calls.
- Easy to use for everyone.
- Offers automation and customization.
- Fits businesses big and small.
- Top features cost more.
- Some find customization tricky.
- Some users report occasional lags.
“When using Freshdesk, I find speaking to a client, whether they are first-time users of our service or have been using it for a while, very easy, as the web and app interface is intuitive and easy to navigate.” – Muhammed H., G2 Review
9. Help Scout
As a helpdesk software, Help Scout caters to all—from startups to big corporations. It brings together requests from emails, chats, and other sources into one shared inbox for your support team. Here, teams can tag, update, and assign these requests to the right agent, promoting better communication, collaboration, and organization.
- Easy-to-use shared inbox boosts teamwork.
- Strong reports give clear insights.
- Simple interface for quick use.
- Limited customization capabilities compared to its competitors.
- Limited automation capabilities in basic plans.
- The search functionality is less intuitive.
“I love that Help Scout makes it easy for our team to organize, categorize, and track issues. We use Help Scout for both internal and external support and all of our team members find it easy to use.” – Emily D., G2 Review
Live Chat Software for Customer Support Teams
Intercom’s live chat software is a great resource for customer support teams and to interact with customers quickly. It allows for lead routing to designated reps, seamless messaging transition to email, and targeting users based on their browsing behavior. While its interface is easy to navigate, mastering its range of features requires some hands-on experience.
- Strong API with many integration options.
- Easy setup and user-friendly design.
- Combines articles, chats, and emails in one place.
- Limited and complex reporting.
- No constant 24/7 support.
- Some features are complicated or need multiple packages.
“It is extremely easy to communicate with customers using Intercom, creating documents to explain how you product works is also easy and it is very helpful for clients.” – Adalberto G., G2 Review
Drift’s live chat software intelligently directs potential customers to the appropriate agent when they start a chat on your site. Within the chat window, agents can easily transition to voice or video chats. Additionally, when a specific account visits the website, the relevant sales representative receives a notification, reducing your initial customer engagement times.
- Smart routing connects customers to the relevant agents.
- Instant alerts for sales reps on key accounts.
- Works well with many CRMs and marketing tools.
- Top features can be expensive for small businesses.
- Setup can be tricky for newcomers.
- Less customization than some rivals.
“I like the fact there is a bot to detect everything our partner needs prior to me jumping in the chat so I have an overview of everything that I need to speak about.” – Tia E, G2 Review
Ticketing Systems for Customer Support
Jira Service Management, an Atlassian offering, manages requests, assets, incidents, changes, problems, and beyond making for a great ticketing system. It’s smooth integration with Jira’s project management tools positions it as a top choice for IT and development teams.
- Highly customizable to fit different business needs.
- Supports SLA (Service Level Agreement) management for issue resolution.
- Detailed reporting and analytics for data-driven insights.
- Customizing can need tech skills.
- Licensing costs can be high, especially for larger teams.
- Integration with non-Atlassian tools can be challenging.
“Obviously the best thing about Jira is it’s simplicity to track complex issues until the issue is fixed. Also, the integrations in Jira is a key thing.” – Charan B, G2 Review
ServiceNow is more than just an enterprise ticketing system; it’s a complete platform designed to centralize all IT operations, from ITSM to governance and DevOps. With a core emphasis on efficiency, ServiceNow provides a clean dashboard for consolidating IT systems, networks, and software. Users can monitor custom metrics, tailor workflows for various teams, and even use it for task management.
- Covers ITSM, governance, and DevOps needs.
- A unified dashboard centralizes IT systems, networks, and software.
- Highly customizable workflows.
- Licensing and implementation can be costly.
- The initial setup demands time and technical expertise.
- Frequent updates can lead to a steeper ongoing learning curve.
“This tool will help to manage all the data in the form of records and inventories. People can also manage the Knowledge Base and respective teams can refer to those SOPs.” – Vivek S, G2 Review
Social Media Management Tools for Customer Support
Hootsuite is a social media management tool catering to businesses big and small. It allows you to schedule posts, monitor engagement, evaluate campaign outcomes, and collaborate with your team. Beyond just management, Hootsuite offers comprehensive marketing campaign tools, allowing you to strategize, execute, and track campaigns across various platforms.
- Convenient post scheduling and visual content planner.
- AI assistance for crafting posts.
- Regularly updated with fresh features.
- Some reviewers mention subpar customer support.
- Not the most budget-friendly choice.
- The auto-publish feature can be inconsistent.
“Hootsuite gives us an easy platform to grow and managing all our social media needs. Integration between social media platforms with our business system is flawless and needs no technical knowledge to connect and implement it.” – Chelsea D, G2 Review
15. Sprout Social
Sprout Social was designed to amplify audience growth, enhance customer experience, and quantify campaign results, it centralizes post scheduling, analytics tracking, conversation monitoring, and team collaboration. Additionally, Sprout Social offers a vast library of training resources and dedicated support to optimize your platform experience.
- Unlimited social profiles.
- An all-in-one social inbox.
- Message spike alerts.
- Reviewers say it’s not the easiest onboarding process.
- Can be a bit costly for smaller teams.
- Occasional performance issues.
“Our team has found the integrated publishing tools very helpful as we look to discover new ways to become more efficient and collaborative.” – Ryan B, G2 Review
Email Management for Support Teams
Front boasts collaboration tools such as internal comments, shared drafts, and message templates. Their premium plans offer advanced options like analytics and automation. Additionally, their personal rules function lets you automate tasks in your individual inbox.
- Merges personal and shared email management.
- Offers tools like shared drafts and internal comments.
- The personal rules function enables inbox automation.
- Advanced automation requires technical setup.
- Integration with non-standard tools can be challenging.
- Mobile application lacks the functionalities of the desktop version.
“I really enjoyed our onboarding process and all the knowledge that we get from the Front team. I also like the update and new capability being made available to continue growing the product.” – G2 Review
17. Zoho Desk
Zoho provides a complete software suite equipped with robust email management tools. Features encompass shared inboxes, streamlined workflows, and enhanced collaboration capabilities. Integration with calendars is seamless, and there are options for group emails, like firstname.lastname@example.org, which can be directed to an entire team.
- The ‘Streams’ tool boosts team chats and teamwork.
- Easy calendar syncing for planning.
- Group email feature for team chats.
- Can be tough integrating with non-Zoho products.
- Slower customer support responses at times.
- Might experience occasional lags.
“Zoho desk has a very stable, customizable web page with connection to azure, which comes in handy to integrate the users of our company without the need to create all the access users.” – Javier, G2 Review
Voice over IP (VoIP) Phone System for Customer Support Teams
RingCentral offers an affordable, unified Voice over IP (VoIP) phone system. This all-in-one platform encompasses messaging, video calls, and phone, making it ideal for businesses. Users can benefit from features like business SMS, internet fax, voicemail-to-text, and more. Additionally, it seamlessly integrates video conferencing, team messaging, file sharing, and task management.
- All-in-one messaging, video, and phone solution.
- Combines video calls, file sharing, and tasks.
- Unique features like voicemail-to-text.
- Setup can be a bit technical.
- Customer support might be slow at times.
- Integrating certain third-party tools might be tough.
“The web service is easy to use, it has been an amazing upgrade from my last VOIP service.” – Stefan, G2 Review
Vonage, established in 2004, is a VoIP provider catering to both homeowners and large enterprises. Initially focused on replacing PBX systems and landlines, they now offer a suite of unified communications tools, encompassing chat, video, and voice conferencing.
- Offers chat, video, and voice tools.
- Good call quality.
- Integrates with popular apps.
- Some unexpected fees.
- Occasional call issues.
- Variable customer support quality.
“Easy to launch within our company, good end-user adoption, integrated with an existing platform we are already familiar with (MS Teams), no system issues (dropped calls, connectivity issues, etc.). – Leisha, G2 Review
Survey and Feedback Tools for Support Teams
SurveyMonkey is a renowned online survey platform often seen as an alternative to Google Forms. While both tools facilitate form creation and response collection, SurveyMonkey stands out with its extensive features tailored for survey design.
Its aesthetic appeal and deep customization capabilities position it as a preferred choice for crafting standout surveys.
- Extensive customization options.
- Offers templates tailored for various industries and objectives.
- Produces reports featuring a range of charts and graphs.
- Restricted customization for forms embedded on websites.
- SurveyMonkey’s branding remains on the free and more affordable plans.
“I previously used Google forms but survey monkey gives a better ux for surveyors when it comes to detailed opinions.” – Kshitiz, G2 Review
Typeform allows users to craft bespoke forms using diverse templates and designs. A notable feature is its conditional logic, enabling adaptive forms based on user responses. Typeform focuses on aesthetics and customization, positioning it as the go-to for entities valuing customer experience.
- Flexible layouts and themes.
- Set response caps and form expiration dates.
- Easy integration with marketing automation tools.
- Priced higher than several other form creators.
- Restricted features in the Free version.
“It is a product with no barriers to entry, very intuitive to build forms that are integrable with other digital services.” – Federico, G2 Review
Analytics and Reporting for Support Teams
22. Google Analytics
No enterprise software suite is complete without web analytics. While a website is vital, it’s equally crucial to analyze its data for effective online management. Google Analytics, a leading tool, provides comprehensive insights into various digital metrics, encompassing paid, organic, social, and referral analytics, optimizing your online marketing strategies.
- Diverse insights into website traffic.
- Easy-to-use interface.
- Real-time data updates.
- Limited data accuracy for large sites on the free version.
- Occasional data update delays.
- Limited data history.
“Google Analytics gives an enormous array of graphs, charts, and reports, helping users in visualizing internet site performance data, and simplifying the comprehension of trends, patterns, and personal behavior.” – G2 Review
Mixpanel is an analytics tool designed to enhance customer experience by using data on how customers use your product. It offers solutions to gauge and forecast customer interactions, catering to specific segmentation requirements.
- Group Analytics tracks company-wide metrics.
- Adjustable dashboards for metrics.
- Lets you check product data easily.
- Setup is tough and the learning curve is huge.
- Too many properties and confusing reports.
- Data might not align with some storage places.
“Mixpanel allows me to track specific actions that users take within an app. This granularity provides a deeper understanding of user behavior.” – Suhan, G2 Review
Collaboration and Communication Tools for Support Teams
Slack excels in streamlining team projects and facilitating smooth communication. It allows you to create dedicated chat rooms for specific projects. Additionally, Slack provides instant messaging and the ability to directly message individual team members, bypassing the need to communicate through the main company chat.
- Organized channels for projects.
- Integrates with many apps.
- Powerful search for old chats and files.
- Too many notifications can be distracting.
- Limited message history in the free version.
- Managing multiple workspaces can be tricky.
“At its most basic premise, it works great for async and real-time conversations with co-workers. It’s a straightforward way to avoid unnecessary email and overcome communication challenges with remote work.” – Jesse, G2 Review
25. Microsoft Teams
Microsoft Teams is a premier collaboration software that streamlines internal communication. Designed as an intuitive chat hub, it allows for effective teamwork. Its user-friendly interface ensures quick adoption, allowing for real-time chats, video calls, and screen sharing within a single platform.
- Works well with Microsoft Office tools.
- All-in-one chat, calls, and screen sharing.
- Real-time document collaboration.
- Might slow down some systems.
- File organization can be confusing.
- Inconsistent video call quality.
“Departmental groups, file sharing and meeting scheduling is very helpful. The platform is easy to use from an end level perspective.” – Swan, G2 Review
Remote Support Tools for Customer Support Teams
TeamViewer offers secure solutions for remote access and management of devices, along with real-time online collaboration globally. It seamlessly connects PCs, smartphones, servers, IoT devices, and more, ensuring fast, efficient connections, even in areas with limited bandwidth.
- Secure, encrypted connections.
- Good performance even with slow internet.
- Allows real-time collaboration.
- Expensive for business use.
- Limited features in the free version.
“The most liked feature in team viewer is the remote access ability, where we can take control of any computer remotely; the computer may even be in sleep mode.” – Shane, G2 Review
AnyDesk is a leading remote desktop software provider, offering a fast, intuitive, and secure solution for remote support, access, and work.
- Fast and smooth remote sessions.
- Lightweight and doesn’t slow systems.
- Allows session recording.
- Variable audio quality.
- Fewer collaboration tools than rivals.
- Some app compatibility issues.
“It is the best remote software, easy to use & makes it simple to connect with different client users with only a simple 9-digit Anydesk address. It does not require a password to connect with another user.” – Prafulla, G2 Review
Why Analyze Your Customer Support Tools & Tech Stack?
One of the key advantages of the digital customer service tools is that many provide a 360-degree customer view, allowing businesses to gain deeper insights into customer behavior and preferences. By optimizing customer journeys, digital customer service tools ensure that each interaction is seamless and tailored to individual needs, resulting in higher satisfaction levels.
Moreover, these tools leverage predictive engagement and AI capabilities to anticipate customer needs, proactively addressing issues before they arise.
Personalization is another critical aspect, as it enables businesses to create personalized experiences, making customers feel valued and understood.
Additionally, digital customer service tools cater to the modern customer’s demand for immediate responses, ensuring timely assistance and support. These tools empower businesses to not only meet but exceed customer expectations, ultimately fostering loyalty and growth.
Go back through your current tech stack and see if they meet those requirements. You may find a few — like an internal knowledge base for your support team — that you absolutely need to add.