Social customer service software allows companies to reach out to customers and users via social media outlets. Social customer service solutions collect and organize mentions on such social media platforms as Twitter and Facebook, among others, and create tickets for support agents to best respond to mentions and provide proper service. These solutions are not only used by customer service teams, but are also utilized by marketing teams that can promote brand awareness and turn customer concerns into positive advertising to a large audience of social media users. Social customer service features are often provided by help desk software products, which collect customer inquiries from emails and specific user portals. Companies may use social customer service tools in conjunction with other social tools such as social media management, social media monitoring, and social media analytics tools.
To qualify for inclusion in the Social Customer Service category, a product must:
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Zendesk brings businesses and customers closer together. Zendesk is a customer service platform. It's designed for companies that want to create customer relationships that are more meaningful, personal, and productive. Zendesk helps companies provide great support and then mature with self-service and proactive engagement. Zendesk is the leading cloud-based customer service software solution trusted by more than 64,000 customers in 150 countries worldwide. Companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction. Loved by both customer service teams and their customers for its beautifully simple interface, Zendesk is easy to try, buy, implement, and use. Zendesk seamlessly integrates all of your support channels including email, web, chat, and social media. Deploy to as many customer service agents as you need whether it's 5, 50, or 500. Zendesk has been deployed by companies with thousands of agents and with tens of thousands of tickets each day. Zendesk is the proven cloud-based customer service software solution that is the fastest way to enable great customer service in companies of all sizes and industries. Zendesk is so easy to use, it is loved by support teams and their customers worldwide. You can access Zendesk anywhere, from any device
Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000+ customers worldwide, including Hugo Boss, Toshiba, Cisco, Honda, The Atlantic and QuizUp.
Sprout Social offers social media management, engagement and analytics solutions for leading agencies and brands, including Hyatt, GrubHub, Microsoft, Uber and Zendesk. Available via web browser, iOS and Android apps, Sprout Social’s engagement platform enables brands to more effectively communicate on social channels, collaborate across teams and provide an exceptional customer experience. Sprout Social’s intuitive platform was designed with the user in mind, making it easy for anyone to publish content, monitor their social presence, engage with their audience and analyze social media efforts across all connected profiles. Teams can be up and running in minutes—Sprout Social does not require up-front investment, has flexible contract terms and there is little-to-no implementation needed. Sprout Social is an Twitter Official Partner, Facebook Marketing Partner, Instagram Partner Program Member, LinkedIn Company Page Partner and Google+ Pages API Partner. Created for small and medium businesses, enterprise and agencies, Sprout features focus on three main functions: publishing, engaging and reporting. Sprout provides solutions for social marketing, social management, customer service and team collaboration. Sprout’s Smart Inbox gives users a unique all-in-one stream of their incoming social messages, and enables users to work from the stream to respond, tag, task or mark messages as complete to achieve inbox zero. Sprout’s collaboration tools and permissions enable multiple users to work within the platform at once without overlapping or encroaching on responsibilities. The Sprout Queue and ViralPost enable you to efficiently upload content and ensures your messages will be sent at the optimal time for maximum reach. Sprout’s ample reporting capabilities provide insightful analytics and enable you to quantify your social communications.
Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster, and more personalized service. In addition to being a pioneer in cloud-based sales force automation, Salesforce is the recognized leader for CRM customer engagement. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Connecting one-to-one with every customer, across multiple channels and on any device, was never easier.
Provide a great customer support experience with Zoho Desk. Prioritize, manage and close an ever-increasing volume of requests that reach your organization through a variety of channels. Build and publish a support knowledge base. Analyze and improve the performance of your customer support team. Zoho Desk is a flexible, web-based help desk support software that allows you to provide the support experience your customers deserve.
Contact us: +1-888-659-6550 (USA & Canada) & +421 2 33 456 826 (European Union & Worldwide). LiveAgent is helpdesk software that’s especially popular with e-commerce businesses at the small and midsize level. In addition to their core live chat application, the vendor also offers ticket management, online self-service portals and change and license management, all as either in-suite or standalone application. Additionally, and in cooperation with a variety of third-party software companies, LiveAgent offers a selection of broader customer relationship management (CRM) applications, such as marketing and sales force automation. It is a customisable solution that can scale as small companies grow their customer base and online services. LiveAgent is offered as both Web-based (cloud) software and on-premise installations. The cloud option is priced on a per-user per-month basis by number of agents, and the on-premise options use the up-front pricing model, based solely on number of agents. Simple, yet powerful interface: Answer mails, chats, phone calls, Facebook posts and private messages and monitor Tweets mentioning your brand or important keywords - all from one place. All important help desk and live chat features included: -POP3 accounts -Email piping -Forwarding -Departments -Priorities -Statuses -Tags -Rules -Ticket Routing -Canned/Predefined messages -Email templates -Voice integration -Real-time website monitoring and statistic -Chats -Facebook/Twitter integration -Knowledgebase -Live Suggestions as you type -Feedback and Contact forms -Agent rating, Gamification -Multilingual -Ticket Filters -File sharing and attachments -Chat button templates and much more. All features are fully customizable, no HTML coding is required. Available in Subscription plans (from $12/month). 14-day trial free.
CX Social, a Clarabridge product, formerly known as Engagor, is the most comprehensive platform for real-time social media customer engagement. As a social listening, social engagement and social analytics platform, CX Social tracks all conversations relating to a brand, filters out noise, streamlines engagement, and helps contact centers and social media teams respond to what matters most to customers saving time and costs related to social customer care. Some of the biggest brands use Clarabridge CX Social to: • Increase revenue, retention rate, and customer lifetime value by proactively servicing customers on the social channels they are using to seek help. • Increase customer satisfaction by reducing handle and response times. CX Social analyzes all service requests and filters them to the right agent at the right time based on topic or other attribute. • Reduce operating costs by handling customers on less expensive social channels Clarabridge CX Social makes it easy for customer service teams to deliver the same quality of service on social as they do on other channels. CX Social: • Integrates with your existing CRM system such as Salesforce, Zendesk, and more to augment social interactions customer history and context. • Connect with all social media sites, in any language • Track, monitor, and measure agent performance with team performance dashboards, SLA alerts and escalation features • Automatically analyzes the issue or problem and routes incoming service requests using Clarabridge’s highly accurate natural language processing, selected as a text analytics leader in Forrester’s Big Data Text Analytics Wave.
Conversocial is a leading customer engagement platform for today’s always-on mobile, social customer. Delivering a unified approach to a new generation of customer interaction, Conversocial enables hundreds of global brands including Hyatt, Tesco, Alaska Airlines and more to ensure they are supporting in-the-moment resolution, at scale, to drive profitable and lasting relationships. Socially empowered consumers have a voice and a choice, requiring brands to engage across multiple channels including Facebook Messenger, Twitter, SMS, Instagram, Google Play Store Reviews, YouTube and more, while offering seamless consistency and cohesion. Conversocial creates a clear path for engagement that combines best-in-class technology and world-class services.
TurnTo provides the next generation of customer content solutions to top merchants and brands. With a unique suite of 4 innovative products that work beautifully together - Ratings & Reviews, Community Q&A, Visual Reviews, and Checkout Comments - TurnTo produces more content of more different types, delivering greater conversion lift, better SEO, and deeper merchandising insights. That’s why eCommerce leaders like Saks Fifth Avenue, Newegg, Sur La Table, and GNC, and brands like Cole Haan, Jockey, and Clarins rely on TurnTo for their customer-voice programs.
Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries. This flexible and scalable platform includes: Web Customer Service: Oracle’s Web Customer Service is a highly interactive and customized experience that lets customers engage with your business on their own terms via online or mobile devices. Powered by a customer portal, a syndicated widget framework, and self-learning technology, customers can self-serve by leveraging a dynamic knowledge base, Facebook pages or peer-based community, reducing operational cost costs. And they can escalate to assisted service via live chat, messaging, social networks like Twitter, email, or call appropriate agents to resolve their unique needs via intelligent routing. More and more, organizations can engage in automated or proactive service through virtual assistants, chat bots, or the Internet of Things. Cross-Channel Contact Center: Oracle’s Cross-Channel Contact Center empowers organizations to provide immediate, consistent, and even proactive service across multiple channels. By bringing together all customer interactions in a desktop or mobile application– from email, telephony, live chat, co-browse, SMS, messaging, or video chat–into one unified agent desktop, the Cross-Channel Contact Center captures a unique 360-degree view of every consumer, guiding agents to seamless resolution. The agent desktop can be dynamically delivered based upon brand or role, providing all relevant information (such as billing, orders, and commerce data) at the agent’s fingertips. Field Service Management (Formerly TOA Technologies): Built on a time-based, self-learning and predictive technology, Oracle’s Field Service Management automates and optimizes operations that take place in the field. By leveraging predictive forecasting tools, it eliminates customer uncertainty, exceeds their expectations, and ensures timely job completion all while increasing organizational productivity and efficiency. Knowledge Management: Oracle’s Knowledge Management provides a fully integrated cloud knowledge management solution that delivers a seamless and consistent experience across all channels, from self-service and contact centers to communities and social sites. It is the backbone of every omnichannel service strategy, increasing customer loyalty and organizational efficiencies across the board. Policy Automation: Oracle Policy Automation (OPA) delivers Smarter Advice. Smarter Advice empowers organizations to provide a more personal, richer interaction with customers. OPA enables organizations, in any industry, to easily automate business process, rules, regulations and organizational policies. OPA automates decisions and delivers personalized experiences, provides agile management and increases transparency and compliance..
Lithium Online Communities are designed to leverage the power of the crowd to transform the user's website into a social destination and improve customer relationships. Key benefits include the ability to: Reduce service costs and greater efficiency through self-service. Users can deflect up to 20% of calls that would otherwise go to the customer service call center. Improve conversion rate, by including social proof from the community. Customers have seen conversion rates double through using the community. Foster customer advocacy and loyalty, and improve customer retention through community engagement. Boost SEO. The vendor says Lithium community content can lead to a 48% uplift in organic search traffic. Accelerate innovation, by crowdsourcing ideas from experts and advocates to inform the next generation of products.
eGain Communications Corporation provides cloud (or hosting) and on-site customer interaction software for sales and service. Products and Services eGain 10 Suite eGain 10 helps businesses engage, acquire, and serve customers through multiple interaction channels. It offers applications built on a one-of-a-kind customer interaction hub platform that provides 360-degree customer context and actionable knowledge to enhance every customer interaction. eGain 10 consists of: eGain Interactive Sales Suite to transform B2C Websites into interactive shopping destinations. eGain Service Suite to transform traditional call centers into knowledge-powered multichannel customer interaction hubs. eGain CIH, a multichannel customer interaction hub (CIH) platform that provides centralized business rules, interactions, knowledge, workflow, analytics, administration, and integrations to all applications. eGain Adapters for integrating with call center, business, content, and email systems. A special edition of eGain 10, eGain 10 for Cisco Unified CCX, provides a pre-integrated, multichannel interaction solution for use with Cisco Unified Contact Center Express. eGain 10 includes the following applications for Web, social and contact center interactions: Web Customer Interaction Applications eGain Offers helps businesses engage visitors on the company Website and Facebook fan pages with proactive, targeted offers. Using browsing behavior and other attributes, the solution anticipates visitor needs and proactively serves a personalized offer. It leapfrogs existing proactive chat point۪ solutions by providing coupons, promotions, surveys, personalized content and contextual help in the form of FAQ, chatbot, chat, click to call, and cobrowse options. eGain Chatbot enables businesses to offer text and speech chat interactions with one or more virtual assistants (chatbots). Multilingual, emotionally and culturally intelligent, the eGain Chatbot is capable of understanding natural language. It can be deployed on Websites and mobile devices and supports integration with assisted chat channels. eGain Cobrowse enables phone and chat reps to show customers around the Website, help locate information, and hand-hold۪ them during complex, anxiety-ridden tasks, such as completing forms or checking out shopping carts. Access to Web page views and actions is controlled through user roles and business rules. eGain Chat enables Website visitors to conduct text and video chats with agents. It gives representatives a set of tools for serving customers in real- time. eGain Chat supports two-way, follow me۪ Web browsing so that agents and customers can lead each other to specific Web pages for faster issue resolution. eGaccording to the customer۪s convenience or be established in real-time. eGain SelfService is a solution supporting a set of self-service access options in the industrydynamic FAQs, topic-based browsing, natural language search, guided help, virtual assistant technology, and case tracking. eGain SelfService offers a combination of multi-access self-service capabilities built on a collaborative knowledge management framework within eGain OpenCIH Platform. The modules of this application are: eGain Portals enables organizations to provide distinctive, productive, and brand-aligned self-service experiences. Powered by eGain Multisearch knowledge access technology, it brings together the power of a set of knowledge access methods, federated search, process intelligence, multilingual capabilities, and look and feelall behind a single search boxfor distinctive, on-target self-service. eGain Guided Help gives customers interactive access to the company۪s knowledge base, allowing them to find answers and troubleshoot problems by themselves at their convenience. It uses search and reasoning technology, coupled with natural language and linguistic processing to search, suggest additional questions, and recommend solutions. eGain MessageCenter enables messaging between a business and its customers. eGain MessageCenter is a Web-based portal for customers to read confidential messages, including attachments. eGain Widgets enable contextual access to knowledge and account information through mobile devices and Web pages. eGain Survey helps contact centers, ecommerce sites, and customer portals connect with their customers in an immediate way by eliciting feedback at various points of contact. Social Customer Interaction Applications eGain Social is an application for social customer service knowledge harvesting and single-sourced social publishing, and reputation management. It enables businesses to monitor social networks, such as Facebook, Twitter, and blogs for customer queries, analyze their content, analyze search results for sentiment, route them intelligently, and post responses privately or back to the social cloud in media appropriate format. eGain Community enables the creation and management of online communities or forums, community knowledge harvesting, and single-sourced publishing. Contact Center Applications eGain Mail is an application for processing inbound customer emails and providing email customer response. Its features, such as messaging, lifecycle audits, and real-time archival provide customers a management platform for their enterprises. eGain Mail allows companies to deliver service through process automation, optimized user interface, and reports. Additional modules are as follows: eGain SecureMail for authenticated Web-based access to confidential emails. It is used in financial services sector and other regulated industries. eGain EncryptedMail for encrypted email payload delivered to the customer۪s mailbox (push), complementing eGain SecureMail (invitation to secure Website to share payload). eGain Fax and eGain SMS to enable timely responses to faxes (and postal mail) and SMS with the same infrastructure that is used to handle emails. Optical Character Recognition (OCR) technology is used to process faxes and postal mail. eGain CallTrack is a flexible phone call logging system. Together with eGain KnowledgeAgent, it provides an integrated application for phone call logging, tracking, and resolution, as well as follow-on task management for service fulfillment. eGain KnowledgeAgent empowers contact center agents with knowledge management and is designed to make all agents as productive and capable as the enterprise۪s agent. eGain KnowledgeAgent uses patented search and reasoning technology coupled with natural language and advanced linguistic processing to search, suggest additional questions, and recommend solutions. eGain Multisearch enables simple search-based access to various types of federated content and guided help. eGain IVR enables phone self-service experiences by adding human-like intelligence to interactive voice response, or IVR and unifying it with other interaction channels, including Web self-service. eGain Notify is an easy-to-use application for managing and delivering automatic reminders, alerts, and updates at all stages of the customer relationship cycle. It is used to provide customer service by sending alerts to customers via multiple interaction channels, such as email, phone, and SMS. eGain SME is an enterprise collaboration tool that allows subject matter experts (SMEs), to participate in the process of resolving customer queries. Flexible Deployment Options eGain customers can choose from multiple options: on-site, cloud, managed, and solution as a service. They can choose a hybrid model or switch from one deployment type to another. Consulting and Education The company۪s professional services organization provides consulting and education services. Consulting Services: The company۪s consulti
Spredfast is a leading social software suite that helps enterprise brand, media, and agency customers, maximize social engagement with customers. Using Spredfast, businesses can deliver impactful social marketing and responsive social care informed by relevant, real time analytics and social data insights. Spredfast’s easy to use and purpose built interfaces for marketing and care streamline workflows and ensure consistency of voice across social channels. Spredfast’s open platform enables companies to easily connect social to other technologies in their corporate stack. The platform also provides the governance, security, and administrative flexibility that enterprises need to manage the risks associated with social marketing and social care. Spredfast offers strategy, training and enablement designed to provide sustained business value throughout the course of a partnership, covering customers from the initial rollout through organizational change or shifts in priorities. Spredfast works closely with the world’s largest social networks, including Facebook, Twitter, LinkedIn, Instagram, Pinterest, Snapchat and Tumblr. Most recently, Spredfast was named a Leader in the The Forrester WaveTM: Social Media Management Solutions, Q2 2017.
Percolate's complete web and mobile marketing software increases productivity, elevates your brand and helps you generate more sales. From governance, planning and content creation to audience acquisition, customer management and analytics, Percolate unites your brand, your data and your stories across every team, location, integrated system and customer interaction.
Brand Embassy is <a href="http://www.brandembassy.com">social customer service software</a> designed to deliver human connections at scale. Brand Embassy makes customer service personal. We help companies with high volume social customer service demand prioritize and automate the right parts of the customer experience to create relationships built on human connections. Incoming requests and mentions from social media, blogs and website forms are unified in one beautiful dashboard and routed to the most relevant customer service agent. As a conversation grows organically on social media, so does Brand Embassy’s routing mechanism. Customers are matched with the same customer service agent throughout the experience and throughout their relationship with a company. Detailed customer profiles with an omnichannel view of the customer are linked to each request and seamlessly integrated with the agents dashboard. Intelligent routing paired with rich customer profiles empowers agents to deliver a fast, personalized experience that retains customers and increases loyalty. <strong>Key Features and Benefits of Brand Embassy: </strong><br> </ul> <li>Unified platform to connect customer requests from social media, blogs and website forms</li> <li>Intelligent routing for automatic prioritization of incoming requests</li> <li>Integrated customer profiles to help agents create human connections</li> <li>Auto navigation to keep track of a growing, complex social thread</li> <li>Smart responses to suggest the most relevant or last response</li> <li>Social listening powered by Brand Watch and Google to track brand and competitor mentions on forums and blogs</li> <li>Real-time team collaboration across departments to decrease resolution time </li> <li>Workflow reports to measure performance and predict future staffing needs</li> <li>Insight reports powered by Brand Watch and Google monitor conversations across the web to help companies stay competitive </li> </ul> With offices in San Francisco, Prague and London Brand Embassy helps clients like T-Mobile, Samsung, Vodafone and Telenor reduce operational costs, increase agent utility and achieve human connections at scale through digital customer service.
Relay Network, designated a 2017 Gartner Cool Vendor in CRM Customer Service and Support, provides a mobile customer communications platform that instantly connects businesses with their customers for secure, immediate engagement. Using Relay’s award-winning platform, businesses can create, deliver, and automate guided service experiences that direct the right customer, through the right process, with the right tools – individually and at scale. The company’s enterprise clients across financial services, healthcare, insurance, cable and energy use Relay’s solution to communicate more effectively with their customers in order to drive growth, create efficiencies, and improve the customer experience. For more information, visit http://www.relaynetwork.com.
Lithium Social Media Management combines powerful publishing and response feature sets for social media marketing and customer service. Social Publishing Marketing users can manage their social strategy with a single tool, and boost engagement by publishing the right content at the right time, driven by Klout data. Key benefits include: Content that resonates. Publish the right content at the right time with the auto-scheduler. Improved team collaboration and workflow. Plan integrated campaigns with a Global Omni-channel Calendar. Deeper campaign performance insights. Track campaign progress with a visual timeline, organized by milestones. Social Response Users can respond to inquiries on social networks in seconds, and provide private and trusted customer care in real-time, regardless of channel. Customizable analytics, trends, and customer insights are available on-the-go through the mobile app. Easy mobile access is one example of how Social Response enables customer service representatives to act fast.
NapoleonCat.com is an analytics, engagement, and publishing platform for social media marketing. Users can publish on Facebook, Google+, and Twitter at once; plan their content with calendar and drafts; and include their clients and coworkers in the content design and decision making process with customized post flows. They also can curate their current and future clients while quickly responding to their questions and comments either via a private message on Facebook or through a comment on Instagram. Users can access in-depth analytics on any page or profile on Facebook, Twitter, Instagram, YouTube, and Google+ to track the effectiveness of your or your competitors’ marketing efforts. NapoleonCat.com also makes social media marketing automation and reporting possible and enables users to process email and SMS complaints. They can also invite their co-workers, clients, and support team to work with them. NapoleonCat.com was founded by Grzegorz Berezowski in December 2011 and is based in Warsaw, Poland.
Hull allows sales, marketing and customer success teams to make sense of the whole customer journey and use all customer data that’s otherwise locked up and siloed away in dozens of separate tools and databases. It puts everyone customer-facing in your organization on the same page by creating one common set of customer data across the whole customer journey.
Bold360 is an intelligent customer engagement solution that provides businesses with actionable customer insights to efficiently deliver richer and more personalized experiences in real time. Bold360 provides the digital channels and tools needed to engage and support consumers as they seamlessly move across self-service and agent-assisted channels like live chat, email, messaging and social, while presenting agents with the full context of those interactions through a single pane of glass. Bold360 improves contact center efficiencies and delivers better customer experiences that build loyalty, advocacy and grow share of wallet. For more information, visit www.bold360.com.
Sentiment is a cloud-based social customer service platform that uniquely provides marketing, publishing and customer service capabilities. This has enabled 100’s of major brands across the globe to deliver social marketing and social customer service from a single, integrated app. This unique functionality enables brands to calculate the value and intent of customers. It allows organisations to prioritise and purposefully engage with the highest value contacts at exactly the right time, to ensure that positive perception of reputation is extended beyond the social customer service function to the business as a whole is positive. For further information visit www.sentimentmetrics.com
Customer Radar is Feedback Management Software which enables businesses to hear the voice of their customer, measure and trend their NPS scores and collect feedback via a number of platforms. The Customer Radar Dashboard empowers companies to act on their customer feedback in real time and inform their business strategy with actionable insights. Real customers, real feedback, real time.
Help Sumo is more affordable, easier to setup and use, and designed mainly for small and medium sized business. Help Sumo includes a built in Knowledge Base which allows your Service Desk staff to quickly find related known error data, resolutions and workarounds; convert tickets into Knowledge Base articles; and provide end user accessible Knowledge Base search capabilities
iAdvize is a conversational marketing platform which generates a turnover of more than 1 billion euros each year for more than 600 businesses in 60 countries. With iAdvize, businesses can predict and engage contact opportunities in real-time with their customers and prospects. They are connected via messaging with experts available 24/7. Enthusiastic about products or brands, these experts are selected for their expertise and get paid to share their advice.
Inbenta, a global leader in artificial intelligence, utilizes patented natural language processing technology to provide a highly accurate search solution for customer support, e-commerce and chatbots. Inbenta's semantic search engine understands & delivers results based on the meaning behind customers’ search queries, not the individual keywords, leading to improved customer satisfaction, lower support costs and stronger ROI. The result: industry-leading 90%+ self-service rates.
Lexer Engage is a social customer service tool helping companies provide world class customer care across Facebook, Twitter and Instagram with insightful profiles on each customer, full contact history, status management, team analytics and NPS/CSat monitoring.
Obtain a cloud customer service system with the backend ticketing, knowledge base and case management functionality at an affordable monthly cost. NABD allows small and medium companies to efficiently support a customer from anywhere, at any time, regardless of the channel via which the customer is reaching out for support(web portal, email, social media, chat, mobile apps). NABD system offers a FULLY functional FREE plan suited for most businesses.
Artificial Intelligence + Helpdesk Software = Better Relationships. ThinkOwl is an artificial intelligence based, helpdesk software that combines human and machine learning. ThinkOwl leverages your human resources to the max through intelligent automation. It empowers your organization to enhance customer experience and fly high, even with limited staff and resources.
Vtiger's Support Edition helps small and medium sized business support organizations provide better customer support. It consolidates and centralizes support requests from multiple channels (including including email, calls, the customer portal, chat, and social media) by automatically transforming them into cases in its case management tool, linking to related CRM contacts, and correspondence, notes, projects and other related objects. This provides support agents with a comprehensive history of the case's progress, enabling for more productive engagements and faster resolutions. The support edition's SLAs can be customized and applied based on rules to ensure that all cases are addressed in an appropriate amount of time. Insights and reporting tools help managers identify bottlenecks in the case pipeline, from overworked reps, to slow customer responses. An FAQ that's buildable from cases ensures and accessible to customers ensures no wasted time. All of this ensures that customers receive prompt, high quality service, and that customer satisfaction scores remain high.