Top Customer Service Apps
Prashanth Kancherla
Feb 8, 2024 | 12 mins read
Customer service applications are vital in improving operations and client experiences for organizations. These effective technologies enable companies to enhance the customer experience by providing speedy assistance and empowering clients to solve issues independently through self-service knowledge bases. Customer support applications also have a significant impact on revenue growth.
According to Bain & Company, by providing exceptional service experiences, sales growth can increase by 4% to 8%. Additionally, these applications foster consumer loyalty by facilitating direct communication between companies and clients, strengthening relationships, and building trust.
This article will discover the top 15 customer service apps and their features. Read each app’s features and choose the right customer service app
Overview Of The Best 15 Customer Service Apps
Before we get into these apps in detail, here is a brief overview of the top 15 customer service apps:
| App | Pros | Cons |
|---|---|---|
| Ozonetel CloudAgent | Multi-channel ACD (Voice, Email, SMS, Social Media), IVR, Dialer, Quality Monitoring | A few instances of customization complexity |
| Freshdesk | Steep learning curve | Limited customization; Higher-tier costs |
| Pipedrive | Intuitive sales management; Easy interface | Lacks support features and Limited customization |
| Aircall | Cloud-based phone solution; Integration | Fewer features: International costs |
| Zoho Desk | Customizable; Multi-channel support | Learning curve; Advanced plans for features |
| LiveChat | Real-time communication; Engagement | Limited support; Additional integrations |
| Sprout Social | Social management; Analytics | Pricing; Learning curve |
| Slack | Internal communication; Integrations | Notification overload; Limited external features |
| Zendesk Support | Robust ticketing system; Mobile app | Steep learning curve; Pricing may be high for small businesses |
| Help Scout | Simple help desk; Collaboration | Limited customization; Features |
| Tawk.to | Free chat; Easy setup | Limited features; Support |
| Bitrix24 CRM | All-in-one CRM; Customization | Learning curve; Complexity |
| Groove | Simple alternative; Mobile app | Limited; Scalability options |
| Hubspot CRM | Comprehensive CRM; Free option | Limited free features; Expensive features |
| Survey Monkey | Easy surveys; Mobile app | Limited customization; Paid features |
What are Customer Service Apps?
Customer service apps are essential for modern businesses, facilitating seamless communication between companies and their customers. These apps streamline support processes through features like help desks, live chat, and AI-powered chatbots.
Moreover, businesses can access it on their mobile devices, enabling quick issue resolution and offering diverse features and pricing options that suit different business needs. Therefore, these apps are vital in delivering exceptional support experiences and nurturing customer relationships.
Benefits of Customer Service Apps
Customer service apps offer many benefits for businesses and customers, revolutionizing how support is delivered and received.
- Remote Work Facilitation: Mobile apps empower support teams to work remotely, ensuring seamless communication with customers and colleagues regardless of location.
- Instant Customer Service: These apps enable instant online customer service, positively impacting revenue by swiftly addressing customer needs and concerns.
- Efficient Issue Resolution: Customer service apps facilitate efficient troubleshooting and issue resolution by streamlining support processes, ensuring a smoother customer support journey.
- Comprehensive Customer Profiles: Customer service software provides a comprehensive overview of customer profiles and interaction history, enabling personalized and informed support.
- Global, 24/7 Support with Chatbots: Chatbots integrated into customer service apps offer round-the-clock support, catering to customers’ needs at their convenience globally.
Best Customer Service Apps
Now, let’s check the top customer support apps, key features, and user reviews so that you can choose the right one for your business:
1. Ozonetel CloudAgent
With the launch of this virtual Work-From-Home mobile solution, call center agents can now work remotely on their mobile phones. Agents can download Ozonetel CloudAgent on any smartphone and start working. These features make the customer support application versatile and suitable for various industries, particularly beneficial in sectors like Pharma, BFSI, and Real Estate where call recordings are vital for compliance and conflict resolution purposes.
Key Features:
- Agents can both receive and dial calls using the app, ensuring they have full control over communication.
- Advanced call control features like mute, transfer, and conference empower agents to manage calls effectively.
- Supervisors can easily join calls for real-time assistance with complex issues or escalations.
- Agents can enter breaks directly in the application, ensuring efficient schedule management.
- Access to relevant customer details on-screen enables personalized interactions and quick resolution.
- Agents can schedule outbound calls through the dialer, facilitating proactive communication with prospects.
User Ratings: 4.5/5 on G2
User review: We like the user friendly interface crystal clear voice quality and seamless connectivity.
2. Freshdesk
The Freshdesk Android application allows support teams to manage customer inquiries from various channels, including email, phone, chat, and social media, all from their mobile devices. Freshdesk offers an extensive range of features and functionalities that redefine excellence in customer support.
Key Features:
- Centralizes queries from email and social media on one dashboard.
- Enables agents to share articles, enhancing support efficiency.
- Uses tools and AI chatbots for seamless teamwork.
- Offers ready-to-use analytics to support team decisions.
- Manages queries across various channels for consistent communication.
User Ratings: 4.3/5 on Playstore
User Review: Freshdesk has been a true lifesaver for our customer service!
Pipedrive
The mobile version of Pipedrive’s CRM changes how businesses handle relationships by providing tools that can be used from anywhere. This app is designed to make customer interactions and sales processes more efficient so businesses can stay up-to-date in the office or on the move.
Key Features:
- Access CRM data effortlessly on iPhone and Android for user flexibility.
- Efficiently track interactions with robust software, enhancing relationships.
- Customized features empower support teams for exceptional service.
- Pipedrive CRM offers sales pipeline management, email integration, and reporting for holistic CRM solutions.
User Ratings: 3.8/5 by PlayStore
User Review: It keeps me on top of the clients I need to follow up with and auto-documents calls with time and date.
4. Aircall
Aircall offers a cloud-based phone solution that simplifies business communication, removing the need for hardware and the frustrations associated with traditional phone systems. With one-click integrations and numerous features, Aircall easily integrates with existing workflows, allowing businesses to start global conversations in seconds.
Key Features:
- Assign teams with toll-free and international numbers, preventing missed calls.
- Supports up to five participants for collaborative decision-making.
- Efficiently handles inbound and outbound calls, automates customer profiles, and manages call records.
- Customizable options for voicemail transcription enhance communication clarity.
- Seamlessly integrates with 100+ business tools, supporting various communication features.
User Ratings: 2.5 on PlayStore
User Review: Aircall is a sound, user-friendly choice for companies that integrate calling features for employees in customer-facing roles.
5. Zoho Desk
Zoho Desk simplifies customer service operations by offering a variety of features designed to streamline ticket resolution, improve communication, and empower customers through self-service options. The platform is easily customizable and scalable, making it adaptable to businesses of all sizes. This ensures a smooth implementation process and efficient management of customer requests.
Key Features:
- Track requests across channels, brands, products, and departments for centralized management.
- Be available on preferred channels for seamless interaction.
- Integrate popular messaging channels for real-time support.
- Create self-service portals for each brand, enhancing engagement.
- Organize a help desk to match the company structure for efficient inquiries.
- Facilitate personalized phone support with context.
- Streamline social media presence for brand engagement.
- Provide instant support through live chat for prompt resolutions.
- User Ratings: 4.4/5 on PlayStore
User Review: This app has been proven to be the best suited for my business
6. LiveChat
LiveChat is a customer service platform that aims to provide excellent service and boost sales. Its mobile app enables seamless support on the go, making it easy for businesses to communicate with customers in real-time through multiple channels. With engagement tools and customization options, LiveChat offers exceptional customer experience and helps to improve business performance.
Key Features:
- Ensures prompt query resolution through instant customer support.
- Assists customers seamlessly across various channels, meeting diverse preferences.
- Enhances satisfaction with features like proactive chats and personalized messages.
- Allows tailored experiences through branding, chat design, and chatbot integration.
- Monitors chat performance and agent productivity for data-driven decisions.
- Streamlines workflows by integrating with diverse platforms.
User Ratings: 2.6 on the PlayStore
User Review: Live Chat is a wonderful, best chat service! I rely on it as a major part of communicating with my customers.
7. Sprout Social
Sprout Social is a platform revolutionizing business social media management. It offers an intuitive interface that lets businesses engage with their audience, streamline team workflows, and monitor brand conversations on the go. The platform provides a comprehensive solution for personalized interactions and efficient brand management, with its mobile app seamlessly integrating with its desktop counterpart.
Key Features:
- Uses AI to analyze sentiments, predict needs, and personalize interactions, boosting engagement and satisfaction.
- Monitors campaign performance and conversations, generating detailed reports for strategic refinement.
- Centralizes messages from various platforms for streamlined management and response.
- Tracks and manages customer interactions for efficient communication and issue resolution.
- Saves time with automated tasks for consistent responses and enhanced productivity.
User Ratings: 3/5 on PlayStore
User Review: I was looking for an easy way to manage our company’s social media accounts.
8. Slack
Slack is a versatile communication platform designed for organizations, which helps them communicate both internally and externally through organized channels. It streamlines communication and collaboration by providing channels, integrations, customizable notifications, file sharing, and robust search functionality, ensuring prompt responses and efficient workflow. It also transforms organizational communication by offering a centralized platform where teams can collaborate effectively and streamline workflow.
Key Features:
- Establish dedicated channels for varied support topics or teams, enabling streamlined communication.
- Use integrations with support tools like Zendesk or Salesforce for seamless workflow.
- Configure notifications for prompt responses to inquiries, enhancing satisfaction.
- Share files within channels for troubleshooting and communication clarity.
- Easily find past conversations and documents, saving time and enhancing efficiency.
- User Reviews: 4/5 on PlayStore
User Rating: Responsive app with easy navigation and seamless sync with desktop app.
9. Zendesk Support
Zendesk Support for Android is a secure and efficient productivity app for agents, team leads, and managers. It provides real-time visibility into support operations, whether you’re on the go or stationed at your desk. With a user-friendly interface, cross-platform accessibility, and powerful capabilities, Zendesk Support streamlines support processes, improves customer satisfaction, and boosts business growth.
Key Features:
- Centralized inbox for efficient management of customer inquiries.
- Swift ticket handling via mobile devices or tablets.
- Segmentation for targeted interactions and personalized support.
- Seamless integration into mobile apps, websites, or games.
- Streamlined workflows for enhanced efficiency.
- Provide actionable insights like reporting and analytics for informed decision-making.
- User Ratings: 3.6/5 on Playstore.
User Rating: Zendesk has been putting much effort into making the mobile app more user-friendly and functional
10. Help Scout
Help Scout is a great email management solution that helps businesses deliver excellent customer service. Its Android app enables teams to manage conversations, collaborate, and access features like shared inbox, help center, live chat, and integration capabilities, even while moving. This app revolutionizes customer service with its dedicated help desk platform, emphasizing efficient email management and seamless collaboration. With its shared inbox, help center, live chat, and mobile accessibility, Help Scout ensures timely and personalized support for businesses and their customers.
Key Features:
- Centralize customer communication for team-wide access and effective collaboration.
- Offer a self-service knowledge base for independent customer support, reducing workload.
- Engage customers instantly for quick query resolution and connection building.
- Access Help Scout features anywhere with iOS and Android apps, ensuring support team flexibility.
- Efficiently store and manage customer data for personalized interactions.
- Gain insights into support operations and customer activities for informed decisions.
- Access customer activity insights for faster, more helpful support.
User Ratings: 3.2 on PlayStore
User Review: Easily the best helpdesk software on the market. Keep up the good work!
11. Tawk.to
Tawk.to is a versatile live chat app allowing businesses to monitor and engage with visitors in real time. Its mobile app for Android and iOS ensures seamless customer communication and support even while on the go. With features like personalized customer service, website traffic monitoring, initiating chats with visitors, and a knowledge base for streamlined support, Tawk.to redefines customer service with its free live chat app. It empowers businesses to provide prompt support and create memorable customer experiences.
Key Features:
- Engage visitors with personalized interactions for enhanced satisfaction and loyalty.
- Track real-time website traffic to understand visitor behavior.
- Proactively offer assistance by initiating chats with visitors.
- Offer a comprehensive self-service knowledge base, reducing support workload.
- Track visitor actions across the website and knowledge base for targeted support.
- Offer live chat, ticketing, knowledge base, and video/voice add-ons for accessibility.
- User Ratings: 4.4/5 on PlayStore
User Review: Excellent chat plugin, thank you very much. Also, It’s completely free.
12. Bitrix24 CRM
Bitrix24 CRM is a powerful platform for managing customer relationships. It provides a comprehensive set of tools that simplify communication, automate tasks, and deliver exceptional customer experiences. It facilitates customer relationship management by providing businesses with a centralized dashboard to manage customer interactions seamlessly. The platform has a range of features that streamline communication, automate workflows, and drive customer satisfaction.
Key Features:
- Efficiently organize customer contacts for personalized interactions.
- Automate follow-ups, reminders, and notifications to save time.
- Visualize and track sales pipelines for enhanced performance.
- Integrate email, phone, and social media channels for seamless customer communication.
- Manage inquiries and support requests with a ticketing system for timely resolution.
- Analyze sales, customer trends, and team productivity for informed decisions.
- Access CRM features on iOS and Android for remote team flexibility.
13. Groove
Groove’s mobile help desk app simplifies customer support for growing, customer-centric companies by offering seamless omnichannel support, inbox management, and team collaboration tools, all accessible from your Android device. With its mobile app, Groove extends its functionality to Android devices, ensuring that essential features are available wherever you go. Whether accessing Groove within the Gmail app or via the mobile web app, businesses can deliver exceptional customer support anytime, anywhere.
Key Features:
- Empower agents to manage conversations for prompt resolution and efficient workflow.
- Easily update conversation status for tracking inquiries and resolving issues.
- Gain insights into email engagement for personalized responses.
- Collaborate effectively with shared visibility into inquiries and support requests.
- Create and maintain a knowledge base for independent customer support.
- Provide real-time assistance and support through live chat.
- Streamline processes for enhanced efficiency and productivity.
- Gain insights into support operations and customer interactions.
User Ratings: 3.2/5 on PlayStore
User Review: This app is good because everything works well for me, and it is good if you download it, too.
14. Hubspot CRM
HubSpot CRM streamlines eCommerce operations by automating tasks across sales, marketing, and customer service teams. The CRM app empowers users to access customer records, manage communications, and leverage essential features. With various features, including service automation and lead management, HubSpot CRM enhances productivity and drives growth for eCommerce businesses.
Key Features:
- Streamlines customer support with email inboxes, chatbots, and live chats.
- Centralizes interactions and lead nurturing for effective management.
- Automates marketing tasks for tailored communications and conversions.
- Provides insights into customer behavior for informed decisions.
- Streamlines sales processes with CRM tools and engagement features.
- Adaptable to specific workflows and business requirements.
- View and edit data on the go for enhanced productivity.
- Works with Android 10 and above for wide accessibility.
User Ratings: 4.5/5 on PlayStore
User Review: You can add and manage clients and contacts and interact with site visitors.
15. Survey Monkey Anywhere
SurveyMonkey Anywhere is a mobile app designed for people who work in various industries and are always on the go. The app is a game-changer in data collection, empowering users to conduct surveys seamlessly, even offline. It has features like offline mode, smart notifications, and integrations. It is a comprehensive app for customer service professionals to gather feedback, analyze data, and drive informed decision-making. The app is tailored for people working in diverse fields like tech service, auditing, insurance, plumbing, and farming and is available for iOS and Android users.
Key Features:
- Collect responses without the internet, ideal for events and remote locations.
- Access enhanced security features for compliance with regulations.
- Connect with key business systems for seamless data integration and analysis.
- Easily create branded surveys tailored to customer needs.
- Access survey responses instantly for actionable insights.
- User-friendly interface for smooth survey management.
User Rating: 3.2/5 on PlayStore
User Review: It is useful because it helps one be judicious in what they are doing.
How to Choose a Customer Service App?
When selecting the right customer service app for your business, it’s crucial to consider various factors to ensure it effectively aligns with your needs and objectives, such as:
Feature Fit: Ensure the app’s features align with your needs. Check for easy-to-use interfaces, social media support, and mobile access.
User-Friendly: Look for an app that’s easy to set up and navigate. It should adapt smoothly to your business and grow with you.
Security and Growth: Choose an app with strong security measures and the ability to grow with your business. It should support remote work without a hitch.
Integration Smoothness: Opt for an app that plays well with others. It should easily integrate with your existing CRM software tools for streamlined workflows.
Insightful Analytics: Seek out apps with robust analytics tools. These will help you track performance and uncover areas for improvement.
Customer Feedback Check: Take a peek at customer feedback and reviews. They’ll give you a sense of how reliable and satisfying the app is.
Set Your Standards: Establish clear standards for excellent customer service within your company. Use them as a guide to assess how well the software aligns with your needs.
Conclusion
Customer service applications are essential resources for companies hoping to prosper in today’s cutthroat market. Through these apps, companies may improve client experiences, increase revenue, and foster enduring loyalty, setting themselves up for long-term success.
