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Top 5 Help Desk Tools to Improve Customer Communication

Alla Udovenko

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January 25, 2021

Top 5 Help Desk Tools to Improve Customer Communication

If you help yourself manage your customer communication with the right help desk tool you step up on the road when you turn your support channel into a powerful profit center for your customer-centric business.

Top 5 Help Desk Tools to Improve Customer Communication

Customers are the lifeblood of your business, and providing them with quality service will ensure the healthy growth of your company. Many businesses have realized a simple rule – the more you learn about your customers the less money you waste and fewer issues you have selling products.  There are many ways and recommendations on how to establish trusted customer relationships, but first and foremost you have to improve your customer communication and make sure your customers are able to easily reach you when they need your help the most.

Because of the current business landscape, customers expect outcomes and they expect it fast. They want to be involved in your business and interact with you when they face any issue with your product or just need your support while using your services. One of the most efficient ways to improve your customer communication is to start implementing conversational marketing ( a feedback-oriented approach to marketing to drive customer engagement) for your business.

If you help yourself manage your customer communication with the right help desk tool you step up on the road when you turn your support channel into a powerful profit center for your customer-centric business. Below you can find the list of the best help desk tools that enable you to manage your customer communication effectively.

Gorgias

Gorgias is the #1 eCommerce helpdesk for Shopify and Magento merchants and they work with 4000+ brands like Steve Madden, Timbuk2, and 310 Nutrition. The platform is mainly for e-commerce merchants on Shopify or Magento 2 and fast-growing online retailers that need a scalable communication platform. Using Gorgias you will improve your support team efficiency, increase your ROAS and conversion rate using a function of a proactive chat campaign.

Communication tool for an effective customer communication
Gorgias customer communication tool

Highlights:

  • Native Shopify Integrations that enables to perform data automation
  • Can integrate a variety of e-commerce apps
  • Includes true multi-channel management including SMS, Facebook, and Instagram comments

Pricing: Starting at $60 per month

Reamaze

Reamaze is an integrated customer service platform, live chat, and helpdesk platform for online businesses. With this platform, you can boost your sales and conversions using real-time customer monitoring. By seeing what your customers are doing at a specific time, you can predict what they might need from you. Reamaze also has a powerful editor, where you can write and easily manage your articles, design your help desk according to your brand guidelines

Reamaze customer communication tool
Reamaze customer communication tool

Highlights :

  • Helps to boost sales and conversions with real-time customer monitoring
  • Initiates conversation with your customers at the moment when they might need your help the most
  • Customizable design available

Pricing: Starting at $29 per month

Gladly

Gladly is a people-centered customer service platform with all channels built-in. The people-first approach (rather than tickets) enables you to connect to your customers and already know what they have bought, what they like or dislike about the product. The platform can integrate different channels of communication in one place and also includes voice messaging. Drew Chamberlain, a director of Customer Experience at JOANN claims that “In less than a month of using Gladly we’d cut our email backlog by 93% and our email response times by 70%—It’s all thanks to how simple and efficient Gladly is to use.”

Customer communication platform Gladly
Gladly customer communication tool

Highlights:

  • No tickets, but the people-first approach
  • A lifelong conversation from different channels stored in one place
  • Has every channel, including voice messaging tool, built-in

Pricing: Starting at $38 per month

Zendesk

Zendesk is the next popular help desk platform that provides various products for effective customer communication – from support to sales and a comprehensive CRM system. Depending on how fast you scale the business you can upgrade your plan and add more and more features. Focused on conversations rather than channels the platform will allow you to track, prioritize, and solve customer support tickets very quickly, which creates a personal connection with customers. One of the platform’s features is a connection to different messaging Apps as well as voice messaging tool.

Zendesk customer communication tool
Zendesk customer communication tool

Highlights:

  • Seamless conversations with your customers in whichever way they prefer
  • Enables to explore relevant customer information in a single place for enhanced agent efficiency
  • Leverages no-code, out-of-the-box tools for the fastest time to value and flexibility for the future

Pricing: Starting at $5 per month

DelightChat

DelightChat is an omnichannel e-commerce help desk that turns customers into fans. Deep integrations with Shopify means you can always modify your orders directly in the DelightChat dashboard. The platform enables easy collaboration between team members. The support team can discuss customer problems and resolve tickets in the fastest and most hassle-free way. It also can help you to automate common queries (like, “where is my order?”), thereby freeing up valuable support resources to tackle the more pressing customer problems.

Improve your customer communication with DelightChat
DelightChat customer communication tool

Highlights:

  • Customer conversations across all channels such as Messenger, WhatsApp, Email or SMS with an omnichannel inbox
  • Smart automation of common queries
  • Collaborate with your team without going to Slack separately

Pricing: upon request

At Digismoothie, we use a messaging application called Intercom that allows us to provide our customers with personalized support and very quickly provide them with information specific to their problem. We tend to listen carefully to our customers’ requests, trying to understand their pain points and goals, so that we can shape our applications according to their needs or plan to develop some new useful tools for them.

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