Customer support can be challenging, as I’ve learned from years in the industry. Thankfully, customer service automation software has made it much easier, helping to streamline complex processes.
Still, with so many options out there, picking the right one can be daunting. In this blog, I’ve detailed the top 13 customer support automation tools I’ve encountered throughout my career.
I am sure you’ll find all the related information you’d need in this guide to make the right choice. Here’s a table summarizing the products, their best use case, and the starting or typical pricing for each:
| Product | Best For | Pricing |
|---|---|---|
| ProProfs Chat | 24/7 Delightful Customer Support With AI Chatbots | Forever-free plan available. Team plan starts at $19.99/operator/month. |
| Zendesk | Customer Self Service | Starts at $115 per agent per month |
| Olark | Simple Chat Solution | Starts at $29 per agent per month |
| Front | Email Automation and Collaboration Platform | Starts at $19 per agent per month |
| Tenfold | Customized Support | Custom pricing |
| Freshdesk | Multichannel Communications | Starts at $15 per agent per month. |
| Helpscout | Customer Conversations & Unified Platform | Starts at $20 per user per month. |
| Zoho Desk | Context-Driven Support | Starts at $14 per agent per month |
| Live Agent | Chat-Based Support | Starts at $15 per agent per month |
| Hiver | Best Gmail-Based Help Desk Solution | Starts at $12 per user per month |
| Hubspot | Converting Sales | Starts at $45 per month |
| Tidio | Live Chat With Ticketing | Starts at $18 per month per operator |
| Kayako | Quick Support | Starts at $15 per agent per month |
What is Customer Service Automation?
Customer service automation refers to the use of technology to automate customer support interactions and processes. This includes chatbots, automated email responses, self-service portals, and other tools designed to streamline customer service processes and improve the overall customer experience.
One of the key benefits of automated customer support is that it can help provide faster, more efficient support to their customers.
For example, chatbots can provide instant answers to frequently asked questions, eliminating the need for customers to wait on hold or navigate complex phone menus. Self-service portals allow customers to quickly find the information they need, such as order status or product details, without contacting customer support.
It’s important to note that while automated customer service can be incredibly useful, it’s not a replacement for human interaction. Sometimes, customers may still prefer to speak to a live representative, especially if their issue is complex or sensitive.
Therefore, it’s important to strike the right balance between automation and personalized customer service to ensure that all customers receive the best possible experience.
Read More: What Is Automated Customer Service & Why It Is Important
Benefits of Customer Service Automation Tools
Customer service automation is crucial for businesses dealing with a rising tide of customers. Following are some of the most significant benefits of using customer service automation systems:
1. Reduces Customer Service Costs
Automation reduces costs by cutting down human intervention to a large extent. As you continue to grow, you will need automation to manage rising customers and their requests. Using an automated customer service tool means you can work even with a small team.
2. Reduces Human Errors
Using technology also reduces human errors. Even with easy tasks, agents can become complacent after a while and end up making errors. By automating customer service, human mistakes can be minimized, and agents can work more efficiently.
3. Capture Customer Feedback
Customer support automation can help you collect data about customer expectations through NPS (Net Promoter Score) and CSAT (Customer Satisfaction). With this data, you can identify reasons for higher churn rates, customer disappointment, and mid-purchase drop-offs.
Read More - 12 Channels to Capture Customer Feedback
4. Allows Round-the-Clock Support
Human agents can deal with customers only at certain times of the day, whereas service automation allows you to offer support 24×7. This works well for modern customers who prefer flexibility and convenience more than anything else.
For example, the majority of customers prefer a live chat function because it offers quick replies at any time, day or night.
How to Automate Customer Service
Automating customer service can provide several benefits, including improved efficiency, faster response times, and reduced costs. It can also help you examine responses to uncover commonalities and customer expectations.
However, it’s important to consider some factors to ensure that automation is successful and effective. These include:
Identify the right tasks to automate
Not all customer service tasks are suitable for automation. Start by identifying the most repetitive and time-consuming tasks that can be automated, such as handling common inquiries, directing customers to the right resources, or processing routine requests.
It’s important to strike a balance between automating tasks that can be done without human intervention and tasks that require a personal touch.
Use the right technology
The technology you choose will depend on the type of tasks you want to automate. For example, chatbots or virtual assistants can handle simple customer inquiries, while more complex tasks may require machine learning algorithms or natural language processing (NLP).
Make sure the technology you use is reliable and easy to use for both customers and support agents.
Provide a seamless experience
The customer experience should be seamless, regardless of whether they interact with a chatbot or a human representative. Make sure your automation strategy integrates with your existing customer service processes, such as call centers or live chat.
Provide clear instructions and feedback to customers throughout the process, and ensure they have an easy way to escalate to a human representative if needed.
Maintain a human touch
While automation can help reduce the workload for your customer support team, it’s important to maintain a human touch. Ensure that your automation strategy includes a way for customers to connect with a human representative if they need additional assistance or have more complex inquiries.
Routing to live agents is one such example. Additionally, ensure your customer service team is trained to provide personalized support when needed, so customers don’t feel like they’re interacting with a robot. It should also explain techniques to meet customer expectations.
Monitor and improve
Once you’ve implemented an automation strategy, it’s important to monitor its performance and make adjustments as needed. Use metrics such as customer satisfaction, response times, and error rates to evaluate the effectiveness of your automation strategy.
Make adjustments to improve the customer experience and ensure that your automation strategy continues to meet the evolving needs of your customers.
Read more: Top 15 Benefits of Chatbots for Your Business & Customers in 2023
Which Is the Best Customer Service Automation Software?
Honestly, there is no one “best” tool that fits everyone; it will vary with individual requirements and preferences. However, here I have listed my top 3 picks just to simplify the selection process for you or if you don’t have enough time to go through the whole blog.
Option A: ProProfs Chat
Using ProProfs Chat has allowed me to engage with customers instantly. Its features extend beyond simple chat functionalities; you can automate responses, set up comprehensive FAQs, and monitor visitor activity in real-time. This tool also integrates well with CRM software, which has been crucial for maintaining customer relationship continuity.
Option B: Olark
Olark’s strength lies in its customization and reporting capabilities. Besides basic chat features, it allows for tailored branding, automated messaging based on user behavior, and detailed reports on chat metrics. These insights have been instrumental in refining our support strategies.
Option C: Tidio
Tidio combines chat services with bots to automate interactions effectively. What sets it apart is its ability to adapt quickly to different scenarios through the use of powerful AI. Additionally, its multilingual support and the ability to manage several conversation threads simultaneously have greatly enhanced our customer engagement efforts.
For an in-depth analysis of all the tools, explore the full list!
Top 13 Customer Service Automation Software
Following are the top 15 customer service automation tools to help you upscale your business and upsell your products and services. Compare their features, perks, and drawbacks to pick the right choice.
1. ProProfs Chat – Best for 24/7 Delightful Customer Support with AI Chatbots
ProProfs Chat is an easy-to-use live chat tool that has revolutionized our customer service by proactively helping us answer customer questions in real-time. The interface is user-friendly, allowing us to set up bots that handle common inquiries and capture leads 24/7.
It’s also easily customizable, letting us tailor conversations to better suit our customer interactions and integrate seamlessly with our knowledge base.
The tool offers canned responses that work well for repetitive questions. In addition, you get detailed reports to track chat data, response time, and operator performance.
The best part, though? ProProfs Chat comes with a fully automated AI chatbot that lets us provide round-the-clock support without overwhelming our human team.
What you will like:
- Tracks your customer interactions, giving you real-time data and reports to see what’s working and what’s not.
- Grab the attention of prospects and customers with proactive chat invitations.
- Respond to customer questions instantly, even when your team is offline.
- Chat routing that connects customers to the right agent as and when needed.
- Post-chat surveys can be used to measure customer satisfaction and track how your support team is performing.
What you may not like:
- Frequent feature releases can be overwhelming for some users.
- Additional customization options for reporting templates would be beneficial.
Pricing: A Forever-free plan is available. Team plan starts at $19.99/operator/month.
2. Zendesk – Best for Customer Self-service
Although I haven’t personally used Zendesk, the tool is widely acclaimed for enhancing customer self-service capabilities, a reputation I’ve come to understand through numerous accounts from its users.
Zendesk is particularly praised for its customer self-service capabilities, allowing businesses to equip their users with tools to solve issues independently. This software consolidates queries into a streamlined, automated system that directs users to an intelligent, searchable knowledge base.
As a plus, you get automated responses to guide users through troubleshooting processes, efficiently reducing the load on customer service teams.
What you will like:
- Robust self-service portals that allow customers to find solutions quickly.
- AI-powered automated responses to guide users through common issues.
- An expansive, easy-to-navigate knowledge base that supports customer inquiries.
- A sophisticated ticketing system that prioritizes and routes queries to enhance workflow.
What you may not like:
- The complexity of setup and customization can be daunting without technical expertise.
- Paid plans can get expensive for small businesses
Pricing: Starts at $115/agent/month
Read: Zendesk Alternatives: 10 Best Customer Support Software in 2024
3. Olark – Best for Simple Chat Solution
I’ve been using Olark for real-time customer support, and it’s been fantastic for personalizing our customer interactions. It lets us chat directly with customers visiting our website, giving us a chance to resolve their issues on the spot and improve their overall experience.
What really sets Olark apart is its ability to let us see customer activity in real-time, so we can initiate conversations at just the right moment.
Plus, customizing the chat widget to match our brand was a breeze, making everything look seamless on our site.
What you will like:
- Customizable chat boxes are available to match your brand’s style and preferences.
- Continuous monitoring and analysis of chat conversations to enhance customer service quality.
- Chat transcripts are accessible for insights into customer needs.
- Can seamlessly integrate with other business tools like Helpjuice, Zendesk, and Zapier.
- Real-time chat support to engage promptly with website visitors and address their queries.
What you may not like:
- Limited customization options for more advanced design needs, which might not suffice for brands with specific aesthetic requirements.
- Reporting features can be basic, lacking the depth some businesses require for detailed analytics.
Pricing: Starts at $29/agent/month.
Explore: Best Olark Alternatives: 10 Competitors to Consider in 2024
4. Front – Best for Email Automation
I tried Front for a project, and the way we managed our customer interactions and internal communications significantly improved. Front’s shared inbox feature allowed our team to handle emails, social media, and SMS from one accessible place, making sure every message got the attention it needed without overwhelming anyone.
The tool stands out for its email automation, which significantly enhanced our productivity by automating routine email tasks. This allowed our team to focus on more complex queries while standard responses were handled swiftly and efficiently by the chatbot.
Its seamless integration with various business tools, including CRM and project management apps, also greatly simplified our processes.
What you will like:
- Unified inbox for team collaboration on emails, social media, and SMS.
- Extensive integration capabilities with other business tools for streamlined operations.
- Automation of workflows to reduce manual tasks and increase efficiency.
- Comprehensive analytics to monitor team performance and customer engagement.
What you may not like:
- The initial learning curve is steep due to the multitude of features.
- Premium plans may be too costly for smaller teams.
Pricing: Starts at $19/user/month.
5. Tenfold – Best for Customized Support
Tenfold is a dynamic customer service solution that enhances our ability to deliver personalized support tailored to each customer. Its flexibility allows seamless integration with our existing CRM and telephony systems, aligning perfectly with our workflows without causing disruptions.
The platform excels in automating repetitive tasks and syncing data across systems to ensure customer information is always current and accessible, making our interactions more efficient and personalized.
What you will like:
- Deep integration with CRM and telephony to provide comprehensive customer context.
- Real-time data syncing ensures information is always accurate and up-to-date.
- Customizable workflows allow personalization to meet specific team needs.
- Automatic logging of interactions reduces the chance of human error.
What you may not like:
- Complex initial setup that may require additional IT resources.
- Overwhelming customization options for less tech-savvy users.
Pricing: Pricing is customized based on the specific needs and scale of your organization. Contact Tenfold for a tailored quote.
6. Freshdesk – Best for Multichannel Communications
Freshdesk offers a robust platform for handling all communication channels, including email, phone, and social media, from a single interface. This not only improves efficiency but also helps maintain a high level of service quality across all touchpoints.
With features like automated ticketing, prioritization, and comprehensive analytics, Freshdesk ensures that nothing slips through the cracks while providing valuable insights into customer interactions and team performance.
What you will like:
- Centralized handling of multiple communication channels.
- Detailed analytics to track and enhance team performance and customer satisfaction.
- Automated ticket management system for efficient issue resolution.
- Omnichannel support capabilities for flexible customer interactions.
What you may not like:
- Costs can escalate with the addition of channels and premium features.
- The interface may become cluttered with increased ticket volumes.
Pricing: Starts at $15/agent/month.
Good Read: 11 Best Freshchat Alternatives & Competitors Worth Considering in 2024
7. Helpscout – Best for Customer Conversations on a Unified Platform
Helpscout simplifies customer support by providing a unified platform that handles emails, chats, and calls in a way that mimics a natural conversation rather than a ticketed system. This enhances the customer experience by making interactions more personal and less transactional.
Its integrated knowledge base helps customers find answers quickly, while the analytics tools provide insights into common queries and team effectiveness, guiding continual improvement.
What you will like:
- User-friendly interface that mimics natural conversation.
- Integrated self-service knowledge base to empower customers.
- Comprehensive analytics for actionable business insights.
- Real-time chat for instant customer support.
What you may not like:
- Limited customization of the user interface.
- Absence of some advanced integration capabilities.
Pricing: Starts at $20/user/month
8. Zoho Desk – Best for Zoho Suite Users
Based on peer reviews, the next recommended tool on my list is Zoho Desk. The tool empowers customer service teams with context-rich support through its intuitive interface and powerful features.
It integrates with Zoho’s suite of applications, providing a holistic view of each customer interaction and allowing for more informed and personalized support.
Its AI assistant, Zia, offers suggestions for optimizing our processes and automating responses, enhancing both the speed and quality of service. However, Zoho Desk performs most optimally if you are a Zoho Suite user, and does not work as efficiently as an independent chat automation tool.
What you will like:
- Tight integration with Zoho CRM provides complete customer context.
- AI-powered assistant for smart automation and process optimization.
- Customizable workflows to align perfectly with team operations.
- Advanced analytics dashboard to track and improve service metrics.
What you may not like:
- The learning curve can be steep due to its extensive features.
- Dependence on other Zoho products for optimal functionality.
Pricing: Free plan for up to 3 agents; after that, pricing starts at $14/agent/month.
Don't Miss: 10 Best Zoho Desk Alternatives and Competitors
9. Live Agent – Best for Gamified Live Chat
LiveAgent is a cloud-based customer support software that enables you to provide outstanding customer service through multiple channels, including email, phone, live chat, and social media.
The best part is that Live Agent offers unique gamified chat support. This feature uses game mechanics to motivate agents by rewarding them for achieving customer service goals, enhancing both engagement and performance.
With LiveAgent, you can create a comprehensive customer service experience, from ticket management to live chat and social media integration. Its intuitive interface enables agents to manage customer queries efficiently and ensure that they are resolved promptly.
What you may like:
- Powerful live chat capabilities that provide instant communication.
- Automated ticket distribution keeps the workflow smooth and efficient.
- Real-time typing-view to anticipate customer queries and prepare responses.
- Proactive chat invitations engage visitors and increase conversion rates.
What you may not like:
- The interface can feel overwhelming with its array of features.
- The reporting and analytics could be more sophisticated.
Pricing: Starts at $15/agent/month.
Must Read; 10 Best LiveAgent Alternatives to Enhance Customer Support 2024
10. Hiver – Best Gmail-Based Help Desk Solution
While talking about chat automation tools, Hiver is a top recommendation for the way it has transformed our Gmail into an efficient help desk. This unique feature has enabled our team to manage customer interactions directly from our email—a tool we already use every day. This seamless integration means there’s no learning curve involved, allowing us to handle emails as support tickets effortlessly.
What sets Hiver apart is how it simplifies collaboration. Features like shared inboxes allow our team to access and respond to emails collectively, ensuring no customer query goes unanswered.
The ability to tag and categorize emails streamlines our workflows, making it easier to prioritize tasks and follow up on important issues. Automated responses save us time on repetitive inquiries, while built-in analytics help us understand our performance and identify areas for improvement.
What you will like:
- Integration into Gmail for a familiar and comfortable user experience.
- Shared inboxes that foster collaboration among team members.
- Email tagging and categorization for better organization and prioritization.
- Automated workflows that save time on common tasks, paired with actionable analytics for continuous improvement.
What you may not like:
- The tool is primarily email-based, which might not suffice for multi-channel support needs.
- Features may be too basic for larger enterprises with complex requirements.
Pricing: Starts at $12/user/month.
11. Hubspot – Best for Converting Sales
Hubspot Service Hub takes customer service to the next level by not just managing but actively leveraging customer interactions to drive sales. Its integration with Hubspot’s CRM means every customer interaction is an opportunity to nurture and convert leads.
This free CRM platform equips you with all the bells and whistles you need to manage customer relationships. It also helps you simplify customer service through its ticketing system that can track, assign, and route tickets to the right agents without manual effort.
You can create visual workflows to simplify automation that otherwise requires months of training. You can also build omnichannel marketing campaigns by referencing customer data from different platforms. All of this data can be viewed easily from a single dashboard.
The platform also includes tools for live chat, customer feedback, and knowledge bases, all designed to enhance the customer experience and contribute to business growth.
What you will like:
- Deep integration with Hubspot CRM for sales opportunities.
- Comprehensive toolset from live chat to feedback collection.
- User-friendly interface that enhances team productivity.
- Robust analytics to guide strategic decisions and improve ROI.
What you may not like:
- Pricing can be high when scaling up with additional features and users.
- It might require additional modules for complete functionality, increasing complexity.
Pricing: Starts at $45 per month.
Read: 10 Best HubSpot Chat Alternatives to Boost Your Engagement in 2024
12. Tidio – Best for Live Chat With Ticketing
Tidio combines the immediacy of live chat with the organization of a ticketing system to provide a streamlined customer support experience. Its easy-to-use interface and integration capabilities with popular ecommerce platforms make it especially suitable for small to medium-sized businesses.
The tool features AI-powered chatbots, real-time visitor monitoring, and customizable chat widgets, all designed to increase engagement and satisfaction. It also allows you to connect with your customers via live chat, email, and messenger apps like Facebook Messenger and Instagram, all in one place.
With Tidio, you can easily manage and respond to customer inquiries, set up automated responses, and track user behavior across multiple platforms, and its AI-powered algorithms can help you identify customer needs and preferences and suggest personalized recommendations to enhance their experience.
What you may like:
- Integrated live chat and ticketing system for efficient communication.
- AI chatbots to handle common inquiries and boost engagement.
- Real-time monitoring to engage customers proactively.
- Customizable widgets to match your brand’s look and feel.
What you may not like:
- Limited advanced customization options for larger enterprises.
- Some integrations require premium plans.
Pricing: Starts at $18/month/operator.
Check: Top 11 Tidio Live Chat Alternatives & Competitors
13. Kayako – Best for Quick Support
Kayako has been a game-changer for our customer service efforts. From the moment we implemented it, the ease of managing customer interactions through its unified platform was apparent.
The ticketing system, in particular, is a standout, effortlessly assigning and routing tickets to ensure that every customer issue is addressed promptly and by the most suitable team member.
Owing to a unique feature, SingleView, users can access a complete history of the customer’s past interactions, enabling teams to address customer concerns effectively from the start.
Moreover, with the ability to use canned responses, you can respond to common questions in seconds and tailor communications as needed, creating a perfect balance between efficiency and personalization.
What you may like:
- Unified view of customer interactions across all channels.
- Powerful automation tools to reduce response times and increase efficiency.
- Intuitive user interface that makes it easy to adopt and use.
- Customizable to fit various business needs and scales.
What you may not like:
- Some features may require a steep learning curve.
- Integration with third-party apps can be cumbersome.
Pricing: Starts at $15/agent/month.
Read Now: Top 15 Kayako Alternatives & Competitors in 2024
Evaluation Criteria
The evaluation of products or tools chosen for this article follows an unbiased, systematic approach that ensures a fair, insightful, and well-rounded review. This method employs six key factors:
- User Reviews / Ratings: Direct experiences from users, including ratings and feedback from reputable sites, provide a ground-level perspective. This feedback is critical in understanding overall satisfaction and potential problems.
- Essential Features & Functionality: The value of a product is ascertained by its core features and overall functionality. Through an in-depth exploration of these aspects, the practical usefulness and effectiveness of the tools are carefully evaluated.
- Ease of Use: The user-friendliness of a product or service is assessed, focusing on the design, interface, and navigation. This ensures a positive experience for users of all levels of expertise.
- Customer Support: The quality of customer support is examined, taking into account its efficiency and how well it supports users in different phases – setting up, addressing concerns, and resolving operational issues.
- Value for Money: Value for money is evaluated by comparing the quality, performance, and features. The goal is to help the reader understand whether they would be getting their money’s worth.
- Personal Experience / Experts’ Opinions: This part of the evaluation criteria draws insightful observations from the personal experience of the writer and the opinions of industry experts.
The key is to choose the right customer service automation software that can propel your business ahead of the competition by turning every customer interaction into an opportunity for growth.
In the end, I’d recommend ProProfs Chat for its extensive features, seamless customer handling with chatbots, and reporting capabilities.
So, why wait? Get started for free today!
How do you know if your automated customer service is working?
To know if your automated customer service is working, track metrics such as customer satisfaction scores, average resolution time, and response accuracy. Conduct customer surveys & gather feedback to improve the system. Additionally, conduct A/B testing to compare the effectiveness of the automated service with human interactions.
Why should you prioritize automating customer service?
Automating customer service offers several benefits, including faster response times, 24/7 availability, and reduced costs. By using automated technologies such as chatbots, you can efficiently handle routine customer inquiries and free up customer service representatives to focus on more complex issues. Additionally, automation can provide a consistent and personalized customer experience, increasing customer satisfaction and loyalty.
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