Customers are the lifeline of any business - big or small. That's why every organization today is working hard to acquire as many customers as it possibly can. But is that enough? Absolutely not.
With competition getting fiercer with every passing day, it's time for firms to look beyond widening their customer base. The need of the hour is to channelize their efforts towards retaining the acquired customers, which can turn out to be more beneficial in the long run.
This is where the customer support function comes in handy. Though most businesses don't realize it, this function plays a critical role in sustaining their connection with customers. Companies that provide good support services are able to provide customers with pleasant experiences that keep them coming back for more.
So how do you make sure that this happens? By using the right customer support tools that enhance your abilities and help you serve your customers in a better way.
In this article, we show you the best customer service tools you can use to meet the rising expectations of customers.
Here are eight tools for customer support that can help you sustain in this ever-evolving business ecosystem:
If you are a business owner, you need to keep tabs on the state of your business at all times. You need to know the strengths of your business and identify its areas of weakness. This knowledge helps you determine the course of action to take in order to propel your business towards the path of growth.
Strategy State is an affordable evaluation tool that enables you to analyze your business completely. When the evaluation is done right, devising the right strategies that bring in revenue and keeps you ahead of the competition becomes a lot easier. Knowing what is right and what's wrong, gives you an edge, when it comes to bringing an overall improvement in your business, or serving your customers in a better way.
The tool provides you with a detailed report showing your business score, areas that require improvement, and an action plan to take your business to the next level.
Pricing - starts at $87.
Feature-rich and powered by technology, ProProfs Knowledge Base Software is all you need to improve customer service in 2020. Its stellar features and smart settings work together to help you build an impressive self-help knowledge platform in minutes. Customers can use this platform to find answers to any questions they have about your firm, products, or services, without taking the pain to call or email your support staff.
The software is simple to use and highly customizable. It helps you on various fronts such as -
Pricing: starts at $0.
Many customers are opting to reach out to businesses via text rather than calls, and Podium is here to help you respond faster. A messaging tool with live chat features, Podium consolidates messages sent by customers through different messaging apps and brings them on a single dashboard. This ensures that your service teams do not miss out on anything.
The tool comes with simple features to facilitate smooth interactions between your support staff and customers.
Using this customer support tool, you can respond to queries, schedule appointments, and even close deals without keeping customers waiting on calls. By offering customers a convenient way to contact you, Podium also helps in generating leads and turning customers into your brand advocates.
Pricing: Price provided upon request
This is a customer support tool that enables you to capture customer feedback through simple feedback boards. The boards come with an integrated voting option to ensure you don't spend too much time preparing to gather customer feedback.
Using this tool, you can gather feedback from your team as well as customers from a single point. This makes it easy to understand what your customers and team members need and use the feedback to make improvements in your products or services. Feature Upvote is an excellent tool that helps you create feedback boards where your employees, as well as customers, can provide you relevant information, ideas, and feedback regarding your offerings.
Respondents are free to either upvote others or share their thoughts. You can then view the feedback and determine which ideas are most popular based on votes.
With social media becoming an integral part of people's lives, many customers are using different social media platforms to request help or ask questions. Often, such customers want to get responses as fast as possible, and that's they prefer social media over anything else.
A tool like Hootsuite can be of tremendous help in serving your customers on social media. Its smooth functionality combined by the unmatched social interaction and management features it offers, Hootsuite has got you covered as far as social media management is concerned. Leverage this tool to instantly find, schedule, manage and report content on social media.
Hootsuite helps you curate content, filter conversations via keywords, hashtags, and location of customers, monitor performance, and analyze results.
Pricing: $29 every month
Community forums are a great way of connecting customers with one another. When done correctly, these forums become spaces for demonstrating various product uses and sharing knowledge. Customers can exchange ideas, share best practices, and receive advice from other people who have used the same products.
If you know the positive impact that a community forum can bring on your customers, you must definitely invest in inSided. It's a great community forum tool that helps you provide customers with a central platform where they can share knowledge and get instant answers to any questions they have regarding your offerings.
It helps you gather customer feedback, know what they think of your product, the problems they are facing, and engage with them at a deeper level. Also, inSided combines community forum with in-app support and knowledge base, offering you a complete customer support package.
Pricing: Price provided upon request
Chat is the easiest way to reach out to a company, as opposed to calls or emails. So, it's crucial that you have a tool in place that helps you interact directly with your customers.
LiveAgent is one such tool that can be of immense help. Besides the live chat option, it offers you a ticketing system wherein customer requests coming from different channels are consolidated on a single dashboard, helping your staff resolve issues faster.
Comprising unmatched features and designed mainly for small teams, this tool uses the gamification approach to keep your customer support game on point. Your staff can score points and get rewarded once they complete a task, which motivates them to better their performance and give their cent percent when it comes to serving customers.
The tool is very simple, easy to use, and works on both desktop and mobile devices. On the back end, businesses can create profiles for individual service reps to offer customers more personalized experiences. Businesses that use this tool can monitor chats and identify those that generate sales.
Pricing: $39/month (all features included)
This customer support tool is great for businesses that want to give customers personalized experiences. Kustomer features a timeline that consolidates customer data into a single, simple report. This makes it easy for service teams to view customer history, including details on previous interactions and purchases.
With this data, service teams can personalize their interactions with customers and give them pleasant experiences. Kustomer is also designed to pool customer messages from different communication channels into a single conversation string. This gives customers and service reps a real omnichannel experience as they have the freedom to switch from one channel to another, without worrying about missing out on any communication.
Pricing: starts with $99/user/month.
Customer expectations are constantly changing. The challenge for businesses today is how to keep up with these changes to deliver pleasant experiences to their customers.
Luckily, there are numerous customer support tools to help you keep pace with rising customer expectations. From creating a robust knowledge base and providing personalized customer interactions to evaluating business strengths and managing social media engagements, there is a tool for just about everything a business needs to keep customers happy.
When buying a customer support tool, evaluate its features to see how well it addresses your problem. Opt for a tool that is easy to use and one that offers you value for money.
Business builders are always on the lookout for any edge they can get.
The team at Strategy State have put together a list of the best Chrome Extensions for business owners.
Chrome Extensions are small software programs that customize and add new features to your Chrome browser and personalize your browser.
They can be powerful online business tools to help enhance your browsing experience.
There are an endless number of extensions on offer, with most of them being free.
We’ve broken our list of extensions up into logical sections to help you navigate them easier.
To use the extension, click the icon to the right of the address bar.
These chrome extensions do a number of tasks that can help with your everyday productivity and time management, including: Helping you with your to-do lists, staying focused on core tasks, spelling, and grammar, sorting and highlighting text and working with other team members. If you’re serious about improving your day to day productivity, check out these extensions.
|Evernote Web Clipper|
|Toggl Button – Productivity & Time Tracker|
|One Click Extensions Manager|
|Print Friendly & PDF|
|Todoist – To-Do list and Task Manager|
|Super Simple Highlighter|
|Google Keep Chrome Extension|
|Planyway: Calendar and Timeline for Trello|
|Add to Trello|
|Scrum for Trello|
Admin extensions revolve around using Microsoft word and google doc products, making it easier to use them. There is also an extension called DocuSign that is very useful for adding electronic signatures.
|Save to Google Drive|
|Google Docs Offline|
|DocuSign – Electronic Signature for Gmail|
Communication within a business is vital. These extensions like Skype and Hangout will no doubt help you improve how to connect with people. Using video as a form of communication is the preferred option for many people, as it’s more personal, and you can give much higher levels of detail while understanding complex topics.
We all use email on a daily basis. There are many email extensions that can be utilized to enhance your emailing productivity and experience. Some of these extensions help you Sort emails, send them at a later date, find email addresses on websites, etc.
|Boomerang for Gmail|
|Hunter – Find email addresses in seconds|
|Google Mail Checker|
|Random Signature Quotes for Gmail™|
CloudHQ Extensions: Cloud HQ are experts in this area. They have a large range of email extensions that work specifically with Gmail. To check them out click here:
|CloudHQ Gmail Productivity Tools|
Sales and marketing are a key aspect of any business. These extensions help you better utilize some of your online marketing initiatives. Whether that be analyzing pages, managing RSS subscriptions or exporting your data studio reports to PDF, we have you covered.
|RSS Subscription Extension (by Google)|
|Page Analytics (by Google)|
There are a number of really cool Chrome extensions that can help you with your SEO efforts. These tools are super simple to use but offer great insights into how you can improve your SEO and shed light on your competitors. Some of these tools can help you Audit your website, keyword research and a host of other technical analysis that can help you improve your SEO.
|SEMrush Social Media Poster|
|Keywords Everywhere – Keyword Tool|
|Tag Assistant (by Google)|
|SEO & Website Analysis (By Woorank)|
Most of us in business have social accounts. These run-in alignments with our Content Plan so we consistently make the right touch points at the right time. These extensions will help you track and measure your performance, as well as automate some of the processes. The extensions cover social accounts such as LinkedIn, Facebook, Instagram, and Pinterest to name a few.
|LinkedIn Sales Navigator|
|Pinterest Save Button|
|Save to Facebook|
|Desktop for Instagram|
|Helper Tools for Instagram|
|Downloader for Instagram™|
We have added a few Chrome extensions that will help you with online tools and your web experience. For instance, a bit.ly creator, various Google products, Feedly, which is a content management tool and various others. Check them out and see what will become useful to you.
|Google Dictionary (by Google)|
|Chrome Remote Desktop – Screen sharing|
|Check My Links|
|Save to Pocket|
Not just for the creative types. Most of us use graphics to the same degree or another. Having a few useful tools to use from time to time can be a real help. We’ve put together a list of extensions that fall under the “graphics” category. Let us know what you think, what extensions are we missing?
|Save Image As Type|
|Sumo Paint – Online Image Editor|
|Inkscape – Editor for drawing and graphics|
If you ever wanted to take great screenshots or video record instructions for someone, then these are the chrome extensions for you. Video recording is one of the best ways to communicate with people when there are a few steps (that can be complex or detailed). Using screen recording software can be much easier and faster than writing long drawn out emails.
|Lightshot – Screenshot tool|
|Awesome Screenshot – Screen Video Recorder|
|Full Page Screen Capture|
|Full Page Screenshot|
|Soapbox – Video Recorder|
|MakeGIF Video Capture|
|Loom – Video Recorder: Screen, Webcam and Mic|
Security and privacy is probably the most important thing to many of us. We’ve included a list of some of the most popular extensions that cover: Privacy and ad blocking, history and disk cleaning, password management and person blocking tools.
|Ghostery – Privacy Ad Blocker|
|McAfee Endpoint Security Web Control|
|McAfee SiteAdvisor Enterprise|
|Avast Online Security|
|LastPass – Free Password Manager|
|Adblock for Youtube|
|Video Adblocker for Youtube Extension|
Click below to download this list as PDF:
We hope that you’ve found this list helpful. Which one is your favorite? Did we miss any Chrome extensions? Tell us what extensions you use in the comments below. As we want to keep this list as accurate and up to date as possible, please let us know if any of the links fail to work so we can remove them. Contact us: [email protected].
The team at Strategy State have compiled a list of the Best Free Tools for Entrepreneurs.
We understand that growing a business can be tough at the best of times and managing cash flow is always a challenge.
That’s why we have compiled a list of free tools to help you keep growing. We’ve tried to find tools that are 100% free.
Read through the list, we hope you find some useful tools that you can use.
We’ve broken them up into sections for easier navigation.
The team at Strategy State have a great set of free business tools to help grow and develop your company. These tools cover business planning, marketing strategy, 100-day plans, KPI’s and much more.
These tools will help you manage projects more effectively while working across teams. They’re great for keeping everyone on the same page.
Tools to help you manage your time more effectively. Some of these tools block specific website for defined periods of time.
If you’re like most people and have dozens of different accounts across different platforms, then keeping track of usernames and passwords can be a challenge. These tools can help with that.
Tools to help you communicate via video. Enabling you to work with people out in the field and from around the world.
These networking sites are great for meeting like-minded people.
You can find your target audience, create events or your own club to help support your endeavors.
Having a Client Relationship Management system is essential for all modern-day business.
Here is a list of some free CRM’s to get you started.
These tools are great for collecting feedback from customers, testing and validating new ideas for products and services.
Email marketing is the backbone for many small businesses.
It also boasts one of the highest ROI’s of any marketing initiative. Use these tools to maximize your email marketing.
Google is always coming out with new products. Most of them are free, it’s just that many people don’t know about them.
Review what products google offers and see what is useful to your business.
Here are a few platforms to help you build a free website, landing page or blog.
The free tools listed below will help you generate leads and convert more sales on your website.
Every website needs to be regularly audited to keep it healthy and up to date.
These tools will help you analyze your website and provide recommendations to help optimize it.
Ensuring your website speed is as fast as possible is vital to reducing your bounce rate.
Use these tools to test your website speed, then find out what needs to happen to improve it.
Here is a list of tools to help you with your Search Engine Optimization, including keyword research, competitor analysis, and many other useful tools.
The File Transfer Protocol (FTP) is used to transfer files between two computers over a network and Internet.
Code editor tools will help you edit text and source code easily. These tools support plain text and several programming languages.
Below are tools that help with your content creation. These tools analyze your content for plagiarism along with other quality measures.
Analyzing your competitors and gaining market insight is vital to remaining competitive.
Use these free tools to help you improve your performance and stay ahead of the pack.
Below are tools that will help you with your Search Engine Marketing and PPC Ad management.
Here are the leading social media channels.
Target your relevant audience using the channels what work best for you.
Forums can be a great way to interact with your target market.
The below forums receive thousands of visitors each month.
These tools will help you manage and track your social media more efficiently and extract as much value from your social initiatives as possible.
Before you spend your hard-earned money on stock images, check to see if there is something you can use that is royalty free.
These free sites offer thousands of royalty free images you can use.
If you require photo editing tools, here are a few free options to get you started.
Every marketer and business owner needs music for their promotional videos.
Try these free options before you open your wallet.
Here is a list of some free file sharing and storage platforms.
Maintaining computers free of malware and virus is important for all business owners.
These free tools will help you protect your computers and allow for a safer browsing experience.
These tools will allow you to obtain free business cards, and provide an improved printing experience.
Convert your PDF files into word files with these free converters.
Below are some useful tools to help you build and design infographics for your business.
If you need to edit video, then these free tools are a great place to start.
Some of the tools are basic and easy to use, while others like Davinci Resolve is incredibly advanced.
If you found this article useful, sign up to our blog list for more awesome content.
What free tools do you think we should add to the list? Let us know?
The web moves at a tremendous pace if any of the above links have stopped working or are no longer free tools. Please contact us at [email protected] and let us know.