The 10 Best Customer Service Apps to Delight Your Customers in 2023
We‘ve all been there. You have an issue with a product or service, so you reach out to the company for help. But instead of a quick and friendly resolution, you‘re met with long wait times, unresponsive agents, and a frustrating lack of support. As a result, you vow never to do business with that company again.
In today‘s competitive landscape, customer service is often the key differentiator between companies. A staggering 96% of customers say customer service is important in their choice of loyalty to a brand. And after just one negative experience, 39% of customers will avoid a company for two years.
The bar for good customer service is higher than ever. To meet growing consumer expectations, many businesses are leveraging a not-so-secret weapon: customer service apps. By using technology to communicate with customers faster and more efficiently, companies can provide the exceptional, frictionless experiences people crave.
But with so many app options out there, how do you choose the right one for your business? To help, we‘ve rounded up the 10 best customer service apps of 2023. Whether you‘re a solopreneur or an enterprise, these tools can help you strengthen customer relationships and inspire long-term loyalty.
The Growing Importance of Customer Service
Before we dive into the apps, let‘s talk about why customer service has become a make-or-break factor for modern businesses. Simply put, good customer service is good business. Consider these eye-opening stats:
- 93% of customers are likely to make repeat purchases with companies that offer excellent customer service
- Customers tell an average of 9 people about a positive experience with a brand, but tell 16 people about a negative experience
- Increasing customer retention by just 5% increases profits anywhere from 25% to 95%
- It costs 6-7x more to attract a new customer than to retain an existing one
- Customers are willing to spend 17% more for a company that has outstanding customer service
The data is clear: investing in your customer service pays major dividends for your business. And one of the most effective ways to provide standout support is by using dedicated apps and software.
The Rise of Customer Service Apps
In the past, most customer service took place over the phone or in person. But as technology has evolved, so have consumer expectations and communication preferences.
In addition to traditional channels, customers now expect to connect with companies via email, live chat, social media, self-service knowledge bases, and more. They want 24/7 availability, lightning-fast responses, and seamless experiences across channels and devices.
This is a tall order for support teams already stretched thin. That‘s where customer service apps come in. By streamlining and centralizing communications, automating workflows, and surfacing actionable insights, these tools empower agents to work more efficiently and effectively.
As a result, adoption of customer service software is on the rise across industries. The global customer experience management market is expected to double from $8.5 billion in 2020 to $16.9 billion by 2025. And in a 2020 survey, 88% of service professionals said their organization is investing in new service technology.
To keep up with the competition, businesses need to embrace this shift and arm their teams with the right tools. Let‘s take a look at 10 of the best customer service apps on the market.
The 10 Best Customer Service Apps of 2023
Mobile Customer Service Apps
1. HubSpot Mobile CRM
Named a leader in the CRM space by G2 Crowd, HubSpot‘s free mobile CRM puts customer service functionality at your fingertips. The app syncs with HubSpot‘s robust web-based CRM, giving agents on-the-go access to real-time customer data.
Support reps can view contact records, update details, communicate via live chat, and manage tickets all within the app. Built-in calling allows you to automatically log customer interactions. As part of HubSpot‘s full growth suite, the app also integrates with marketing and sales tools for seamless handoffs between teams.
2. Chatdesk
Chatdesk is an AI-powered mobile customer service app supporting real-time interactions across chat, email, phone, and social channels. Managers can track KPIs like CSAT, agent performance, and ticket volume from an easy-to-navigate mobile dashboard.
A shared team inbox provides a unified front for customer conversations and allows agents to collaborate on responses in real time. The basic version is free for unlimited users, making it a great option for budget-conscious customer service teams.
3. LiveChat
As the name suggests, LiveChat specializes in live chat communications between businesses and customers. Agents can configure company-branded chat widgets and embed them directly on their website or app for instant support.
On the backend, the chat dashboard provides team management, file sharing, chat histories, and visitor insights to optimize the customer experience. LiveChat integrates with over 200 tools (like Zendesk, Salesforce, and Shopify) to fit seamlessly into your tech stack.
Standalone Customer Service Platforms
4. Zendesk
A powerhouse in the customer service space, Zendesk provides an all-in-one platform for phone, email, live chat, social messaging, and self-service support. Businesses can build flexible ticket workflows using parameters like priority, issue type, geography, and agent skills.
AI-powered chatbots resolve simple queries, while robust automation handles ticket routing, suggested replies, and triggered actions. Extensive reporting measures key customer service metrics, while a customizable Help Center portal lets customers find answers on their own.
5. JustCall
JustCall is a user-friendly yet powerful cloud phone system designed for fast-growing companies. International calling, call recording, and voicemail transcription enable teams to support customers anywhere in the world.
For high-volume support teams, JustCall offers an automatic contact dialer that can dial up to 300 calls per agent per day. A handy "click-to-call" feature also lets agents call customers directly from their CRM with a single click.
6. Aircall
With Aircall‘s cloud-based call center software, agents can make and receive calls from their computer or smartphone, wherever they are. Smart call routing distributes inquiries based on predefined rules like agent language, time zone, or priority level.
During calls, agents can access real-time caller information, take notes, and transfer calls to the appropriate team member. Managers can listen to live calls and "whisper" suggestions to agents without the customer hearing. Post-call surveys gather immediate feedback on the interaction.
7. RingCentral
An enterprise communication platform, RingCentral combines phone, video, messaging, and contact center capabilities in one interface. Agents can flip seamlessly between channels, moving from a chat to a phone call to an SMS with a single click.
RingCentral‘s robust reporting and analytics capabilities include customizable dashboards, scheduled reports, and real-time alerts on key metrics. Open APIs allow you to integrate with over 300 apps and build custom workflows.
8. Groove
Groove‘s shared inbox unifies customer communications across email, social, chat, and phone into a single dashboard. A handy collision detection feature prevents multiple agents from responding to the same customer at once.
To help teams work efficiently, Groove offers canned replies, a knowledge base with ‘suggested article‘ functionality, and a mobile app for on-the-go support. Managers can track individual and team performance with leaderboards, targets, and real-time reports.
9. Sprout Social
For businesses that heavily use social media for customer service, Sprout Social is an ideal solution. The app aggregates all social messages and comments into a unified social inbox for easy management.
Agents can identify urgent messages, route inquiries to the appropriate team members, and respond directly on Facebook, Twitter, Instagram, LinkedIn, and more. The chatbot builder enables automated support via Twitter and Facebook Messenger. Built-in social listening shows you what customers are saying about your brand online.
Free Customer Service App
10. Freshdesk
A top-rated help desk software, Freshdesk offers a forever-free plan packed with powerful customer service features. These include a multi-channel ticketing system, a searchable knowledge base, and basic automation.
As your team grows, you can upgrade to affordable paid plans with more robust capabilities like AI, custom reporting, skill-based ticket assignment, and service level agreement (SLA) management. All plans come with 24/7 email support and an extensive app marketplace.
Getting Started With Customer Service Apps
With so many great options available, there‘s no excuse for providing subpar customer service. By investing in the right apps for your business, you can provide quick, convenient, and personalized support that turns customers into lifelong brand advocates.
When selecting a customer service tool, consider your budget, support channels, team size, and feature requirements. Look for apps that integrate with your existing systems, offer automation to save time, and provide robust reporting to measure success.
Getting started is easier than you might think. Sign up for a free trial of HubSpot‘s Mobile CRM App or any of the tools mentioned above to see firsthand how technology can supercharge your customer service. Your customers (and your bottom line) will thank you.
Provide Exceptional Customer Experiences in 2023
In a world where customer experience reigns supreme, businesses can‘t afford to be complacent about customer service. By leveraging apps and technology, you can provide fast, efficient, and personalized support that keeps customers coming back.
Whether you‘re a solopreneur or an enterprise, there‘s a customer service app out there that can help you delight customers at scale. Start exploring your options and invest in exceptional service—your customers will thank you for it.
