Enterprise Customer Care Support Tools List: Enhance Your Customer Service

Customer service software

In today’s competitive business landscape, providing exceptional customer support is paramount. To achieve this, enterprises need to equip their customer service teams with the right tools. This list breaks down many of the top customer support tools available, offering a high-level overview of their functionalities and helping you identify the best additions to your enterprise customer care support tech stack.

Tool Categories

For effective enterprise customer care, tools can be broadly categorized to address different aspects of customer support operations. These categories include:

Internal Knowledge Base Software for Customer Service Teams

These tools are essential for empowering support agents with quick access to information, ensuring consistent and accurate customer interactions.

1. Tettra

Tettra is a robust internal knowledge base solution specifically designed for customer support teams.

Key Benefits:

• Centralized Knowledge Repository: Tettra acts as a single source of truth, consolidating crucial information and support documentation in a secure location.
• Efficient Search & AI Assistance: Its powerful search capabilities, enhanced by Kai, Tettra’s AI assistant, enable agents to quickly find answers and resources. Kai further enhances functionality with auto-tagging, auto-generated FAQs, and instant answers within Slack.
• Content Verification & Accuracy: Tettra supports content verification workflows, ensuring that knowledge base articles are accurate and up-to-date, maintaining information integrity.
• Q&A Workflow for Knowledge Capture: The built-in Q&A workflow allows support agents to easily contribute their insights and capture customer feedback, continuously improving the knowledge base.
• Seamless Integrations: Integrates smoothly with tools like Slack, facilitating efficient knowledge sharing and communication within support teams.
• External Knowledge Sharing: Offers the flexibility to share information publicly with external sites, extending knowledge accessibility beyond internal teams.

Pros:

• Centralized and secure knowledge management.
• Powerful search functionality, including AI-powered search.
• Robust content verification processes.
• Streamlined Q&A workflow for knowledge contribution.

Cons:

• Initial setup requires dedicated time and effort.
• Managing large content volumes may necessitate dedicated resources for optimal organization.

Tettra Review:

“My colleagues and I appreciate Tettra for its ease of use and integration with Slack and Google. The functions and layout are not complicated, allowing all team members to familiarize themselves with Tettra pretty rapidly. This is a huge plus since we use Tettra on a daily basis and have lots of information to store.”

– Jovanka W., G2 Review

2. Confluence

Confluence, developed by Atlassian, is a versatile knowledge management software known for its collaborative features and user-friendly interface, similar to Notion.

Key Benefits:

• Enhanced Team Collaboration: Simplifies knowledge sharing and facilitates collaboration across multiple projects, making it ideal for team-based customer support.
• Atlassian Ecosystem Integration: Seamlessly integrates with other Atlassian applications, providing access to a suite of essential features.
• Multimedia Support: Allows embedding multimedia content, making knowledge base articles more engaging and informative.
• Templates and Shortcuts: Offers numerous templates and shortcuts to streamline content creation, enhancing efficiency.
• Secure Content Management: Provides robust permission settings to ensure content security and control access.

Pros:

• Multimedia embedding for engaging content.
• Wide array of templates and shortcuts for easy content creation.
• Strong content security and permission settings.

Cons:

• Feature-rich interface can be overwhelming for new users.
• Advanced features may require a learning curve.
• Cost can escalate with larger teams or additional plugins.

Review:

“I like that Confluence has different templates available when you are creating pages along with other features like adding in a table of contents.” – G2 Review

3. HelpJuice

HelpJuice is designed for creating both internal and external knowledge bases, ensuring consistent information access across the entire enterprise.

Key Benefits:

• Dual Knowledge Base Capability: Enables the creation of both internal and customer-facing knowledge bases from a single platform.
• Efficient Search Functionality: Streamlines the process of finding answers and documents for all users, improving information accessibility.
• Customizable Templates: Offers a wide variety of templates to customize the knowledge base to align with company branding and website aesthetics.
• Robust Analytics: Provides strong analytics to track user activity and knowledge base effectiveness.

Pros:

• Easy creation of internal and external knowledge bases.
• Powerful analytics for user activity tracking.
• Extensive template library for brand consistency.

Cons:

• User interface can be perceived as complex by some users.
• Integration with certain tools may not be straightforward.
• Advanced customizations may require technical expertise.

Review:

“The search for our users is great! Their team is quick with support requests and customizing the CSS for our page.” – G2 Review

Customer Service Quality Assurance Tools

These tools help ensure consistent service quality by monitoring agent performance and identifying areas for improvement, crucial for maintaining high standards in enterprise customer care.

4. Supportman.io

Supportman.io is a dedicated quality assurance tool focused on enhancing customer support team performance through data-driven insights.

Key Benefits:

• AI-Powered Quality Scoring: Provides an AI-driven Internal Quality Score (IQS) and detailed agent feedback using customizable rubrics, ensuring objective and consistent evaluations.
• KPI-Focused Analytics: Tracks key performance indicators (KPIs) that directly impact customer satisfaction, providing actionable metrics for improvement.
• Intuitive User Interface: Features a simple and user-friendly interface, facilitating easy onboarding and user adoption within support teams.
• Slack Integration: Seamlessly integrates with Slack, enhancing team communication and collaboration around quality assurance processes.
• Cost-Effective Solution: Offers a low-cost entry point, making it accessible for businesses of various sizes.

Pros:

• AI-powered quality scoring and agent feedback.
• Focus on customer satisfaction KPIs.
• Simple and user-friendly interface.
• Slack integration for team collaboration.
• Affordable pricing.

Cons:

• Feature set is more focused, potentially better suited for smaller teams.
• Integration options with other customer support platforms are somewhat limited compared to competitors.

5. Zendesk QA (fka Klaus)

Zendesk QA, formerly known as Klaus, is a specialized platform for conversation review and quality assurance in customer support.

Key Benefits:

• Comprehensive Filtering: Offers extensive filtering options to easily locate specific customer interactions for review, streamlining the QA process.
• Platform Integrations: Integrates with leading customer service platforms like Zendesk, Intercom, and Freshdesk, ensuring broad compatibility.
• Collaborative Feedback: Facilitates team collaboration and feedback through in-app commenting and rating features, enhancing communication and coaching.
• Customizable Quality Scorecards: Allows customization of quality scorecards to align with specific team goals and quality standards, ensuring tailored evaluations.
• Built-in Zendesk Integration: Seamless integration with the Zendesk platform, offering a cohesive experience for Zendesk users.

Pros:

• Comprehensive filtering for targeted interaction reviews.
• Integrations with popular customer service platforms.
• In-app collaboration and feedback tools.
• Customizable quality scorecards.

Cons:

• Initial setup and customization can have a learning curve.
• Pricing may be higher compared to some alternatives, especially for smaller teams.
• Primarily focused on the Zendesk ecosystem.

6. Playvox

Playvox is a comprehensive quality assurance software suite for customer support teams, offering workforce engagement management capabilities.

Key Benefits:

• Workforce Engagement Management: Provides a suite of tools encompassing quality monitoring, performance analytics, coaching, learning, and employee motivation.
• Robust Analytics and Reporting: Offers strong analytics and reporting capabilities to track trends and agent performance over time, providing valuable insights.
• Workflow Automation: Integrates with major customer service platforms to enhance workflow automation, streamlining QA processes.
• Gamification for Motivation: Features a gamification system to motivate agents through rewards and recognition, boosting engagement and performance.

Pros:

• Comprehensive suite of agent performance management tools.
• Strong analytics and reporting for performance tracking.
• Integrations with major customer service platforms for workflow automation.
• Gamification features to motivate agents.

Cons:

• Extensive features can be overwhelming for new users or smaller teams.
• Initial setup and customization may require significant time investment.

Review:

“I like using Playvox, I love that it is easy to get in and use. Playvox is equipped with the best tools to do quality analysis for agents and team leaders in the company.” — G2 review

7. MaestroQA

MaestroQA is a quality assurance platform specifically designed to improve customer support teams through targeted feedback, coaching, and agent development.

Key Benefits:

• Focus on Coaching and Development: Emphasizes coaching and development tools to drive agent performance improvement, fostering continuous growth.
• Seamless Tool Integrations: Integrates effectively with a variety of customer support tools, making the QA process seamless and efficient.
• User-Friendly Interface: Offers a user-friendly interface that simplifies the quality assurance workflow, enhancing ease of use.
• Detailed Analytics and Reporting: Provides detailed analytics and reporting for in-depth insights into team performance, enabling data-driven decision-making.

Pros:

• Strong focus on agent coaching and development.
• Excellent integration with various customer support tools.
• User-friendly interface for ease of use.
• Detailed analytics and reporting for performance insights.

Cons:

• Pricing can be less transparent, requiring custom quotes.
• Feature set may be perceived as less comprehensive compared to some QA alternatives.

Review:

“One of MaestroQA’s standout features is its intuitive and user-friendly interface. The clean design and well-thought-out layout make navigating the platform a breeze. From setting up evaluation forms to accessing comprehensive analytics, every aspect of the software is designed with the end user in mind. It has revolutionized our QA evaluation process. ” — G2

8. Scorebuddy

Scorebuddy is a cloud-based quality monitoring solution designed for customer service teams, focusing on scorecards and analytics.

Key Benefits:

• Customizable Scorecard Designer: Features a user-friendly scorecard designer for easy creation and customization of quality metrics, allowing tailored evaluations.
• In-depth Analytics and Reporting: Provides in-depth analytics and reporting tools to identify trends and areas for improvement, supporting data-driven optimization.
• Communication Platform Integrations: Integrates with various communication platforms, facilitating easy monitoring of diverse interaction types, including chat, email, and phone.
• Pre-designed Scorecard Library: Offers a library of pre-designed scorecards that can be used as templates or inspiration, accelerating setup and standardization.

Pros:

• User-friendly scorecard designer for customization.
• In-depth analytics and reporting tools.
• Integrations with various communication platforms.
• Pre-designed scorecard template library.

Cons:

• Automation features are somewhat limited compared to some QA platforms.
• Integration capabilities with CRM systems or other third-party tools may be less extensive for some users.

Review

“This tool really helped speed up the quality review task for me. The scoring forms are auto-populated and I can view the form and the conversation being reviewed side-by-side, which is a big time saver.” — G2

Customer Relationship Management (CRM) System

A robust CRM system is fundamental for managing customer interactions and data across the enterprise, providing a unified view of the customer journey.

9. Salesforce Sales Cloud

Salesforce Sales Cloud is a highly customizable CRM system favored by enterprises seeking extensive personalization and scalability.

Key Benefits:

• Extensive Customization: Offers rich customization capabilities to tailor the platform to specific business needs and workflows, ensuring a bespoke CRM solution.
• Vast Ecosystem and AppExchange: Features a vast internal ecosystem and access to the third-party AppExchange, providing numerous integration and expansion possibilities.
• Broad Industry Applicability: Suitable for a wide range of industries, offering versatile CRM solutions for diverse business sectors.
• Comprehensive Feature Set: Provides a comprehensive suite of features for various business needs, including sales, marketing, and customer service.

Pros:

• Highly customizable platform.
• Extensive integration options via AppExchange.
• Suitable for a broad range of industries.
• Comprehensive feature set for diverse business needs.

Cons:

• Complex setup process can be time-consuming and require expertise.
• Premium features can be costly, especially for enterprises with large-scale deployments.
• Integration with non-Salesforce systems can present challenges.

Review:

“It helps the business to manage all their Sales process in one place.It is very user friendly and easy to use. It has multiple tools to give you a 360-degree view of your business.” – Ritesh, G2 Review

10. HubSpot CMS Hub

HubSpot CMS Hub, evolving from a marketing platform, offers a robust CRM with a strong focus on lead generation and marketing integration.

Key Benefits:

• Marketing Platform Integration: Seamlessly integrates website functionality with marketing efforts, converting websites into lead generation hubs.
• Content Promotion and Lead Nurturing: Facilitates content promotions, ad campaign management, and lead nurturing through multi-channel automation.
• Extensive App Marketplace: Offers a vast app marketplace with thousands of third-party integrations, expanding functionality and connectivity.
• User-Friendly Interface: Known for its easy-to-navigate interface, making it accessible for users with varying technical skills.
• Free Basic Version: Provides a free basic version, making it accessible for smaller businesses or those starting with CRM.

Pros:

• User-friendly and beginner-friendly interface.
• Free basic version available.
• Extensive app integration options.

Cons:

• Some integrations require paid subscriptions.
• Advanced features can be expensive for small businesses.
• Customization options are more limited compared to some other CRMs.

Review:

“I like that all the tools are easy to navigate, the UI is so well laid out and that there is a lot of functionality all in one tool, you don’t need a ton of plugins.” – Dan S, G2 Review

11. Zendesk Sell

Zendesk Sell provides a CRM solution known for its ease of setup and use, catering to businesses of all sizes, with a strong focus on sales productivity.

Key Benefits:

• Scalability: Designed to be scalable for businesses of all sizes, from startups to large enterprises, adapting to growth and changing needs.
• Sales Prospecting Tools: Offers comprehensive sales prospecting tools with access to a large market of professionals, facilitating lead generation and targeted outreach.
• Digital Customer Service Tools: Packed with digital customer service tools to enhance team productivity, streamline processes, and provide clear pipeline insights.
• User-Friendly Setup: Known for its simple setup process and user-friendly interface, ensuring quick adoption and ease of use.
• Customer Support Focus: Offers good customer support, ensuring users have assistance when needed.

Pros

• Scalable for businesses of all sizes.
• Comprehensive sales prospecting tools.
• User-friendly setup and interface.
• Good customer support resources.

Cons

• Can be a costly option for smaller businesses, especially for advanced features.
• Integration with non-Zendesk products can be more challenging.
• May have a learning curve for users new to CRM systems.

Review:

“We’ve been using Zendesk Sell for a few months now and have been impressed with its ability to help our sales team effectively follow up with leads.” – Ross Stewart C., G2 Review

Helpdesk Software for Customer Support Teams

Helpdesk software is crucial for organizing, managing, and resolving customer inquiries efficiently, central to enterprise customer care operations.

12. Zendesk

Zendesk offers a comprehensive customer service tool suite with features designed to streamline support operations and enhance customer experience.

Key Benefits:

• Multi-channel Support: Provides multi-channel support, integrating email, chat, phone, and social media to offer a 360-degree customer view and experience.
• AI-Powered Features: Offers advanced AI capabilities, including chatbots and automated responses, enhancing efficiency and response times.
• Extensive Integrations: Integrates with over 1,000 other applications, expanding functionality and customization options.
• User Feedback Driven Improvements: Regularly updated and improved based on user feedback, ensuring continuous enhancement and relevance.
• Shared Inbox and Knowledge Base: Features a shared inbox for collaborative ticket management and an integrated knowledge base for self-service support.

Pros:

• Multi-channel support for a unified customer view.
• Advanced AI capabilities for automation.
• Regular updates based on user feedback.
• Extensive app integration ecosystem.

Cons

• Sheer number of features can be overwhelming for some users.
• Customizations may require technical expertise.
• Can be complex for first-time users to navigate initially.

Review:

“Zendesk has a number of features that are intuitive and easy to learn. While batch update features can still be improved, I appreciate how they can streamline my work and save me time on what would be more tedious individual updates.” – Eric B, G2 Review

13. Freshdesk

Freshdesk is a versatile help desk software ideal for larger customer support teams, offering a wide range of features and scalability.

Key Benefits:

• Comprehensive Feature Set: Offers a comprehensive suite of features, including a shared inbox, knowledge base, chat support, and call center functionality.
• Scalability for Large Teams: Designed to scale effectively for large teams, accommodating growing support volumes and team sizes.
• Automation and Customization: Provides robust automation and customization options to streamline workflows and tailor the platform to specific needs.
• Customer Call Minutes: Depending on the plan, includes a set number of minutes for customer calls, integrating voice support into the help desk.
• User-Friendly Interface: Known for its user-friendly and intuitive interface, ensuring ease of use for support agents.

Pros:

• Easy-to-use and intuitive platform.
• Offers automation and customization options.
• Scalable for businesses of all sizes, particularly larger teams.

Cons:

• Advanced features are often locked behind higher-tier, more expensive plans.
• Customization, while available, can be complex for some users.
• Occasional performance lags reported by some users.

Review:

“When using Freshdesk, I find speaking to a client, whether they are first-time users of our service or have been using it for a while, very easy, as the web and app interface is intuitive and easy to navigate.” – G2 Review

14. Help Scout

Help Scout is a helpdesk software that caters to a wide range of businesses, from startups to large corporations, focusing on ease of use and team collaboration.

Key Benefits:

• Shared Inbox for Team Collaboration: Features an easy-to-use shared inbox that enhances teamwork by centralizing email, chat, and other communication channels.
• Robust Reporting and Analytics: Provides strong reporting and analytics to offer clear insights into support performance and customer trends.
• Simple and Intuitive Interface: Designed with a simple and intuitive interface, ensuring quick adoption and ease of use for support teams.
• Ticket Categorization and Tracking: Facilitates easy organization, categorization, and tracking of customer issues, improving workflow efficiency.
• Internal and External Support: Suitable for both internal and external support needs, offering versatile help desk capabilities.

Pros

• Easy-to-use shared inbox for team collaboration.
• Strong reporting and analytics for performance insights.
• Simple and intuitive user interface.

Cons

• Customization capabilities are somewhat limited compared to competitors.
• Automation capabilities are limited in basic plans.
• Search functionality may be less intuitive for some users.

Review:

“I love that Help Scout makes it easy for our team to organize, categorize, and track issues. We use Help Scout for both internal and external support and all of our team members find it easy to use.” – G2 Review

Live Chat Software for Customer Support Teams

Live chat software provides real-time customer interaction capabilities, essential for immediate support and enhancing customer satisfaction in enterprise settings.

15. Intercom

Intercom’s live chat software is a powerful tool for customer support teams, facilitating real-time interaction and proactive customer engagement.

Key Benefits:

• Lead Routing and Agent Assignment: Enables efficient lead routing to designated representatives and seamless agent assignment based on expertise or availability.
• Seamless Messaging Transition: Allows smooth transition from live chat to email for ongoing communication, ensuring continuity and flexibility.
• Behavior-Based User Targeting: Offers user targeting based on browsing behavior, enabling proactive engagement and personalized support.
• Unified Communication Platform: Combines articles, chats, and emails in one platform, providing a consolidated view of customer interactions.
• Strong API and Integrations: Features a strong API with numerous integration options, expanding functionality and connectivity with other systems.

Pros:

• Strong API for extensive integration options.
• Easy setup and user-friendly interface.
• Unified platform for articles, chats, and emails.

Cons:

• Reporting features can be limited and complex to navigate.
• 24/7 customer support may not be consistently available.
• Some advanced features are complex or require multiple package subscriptions.

Review:

“It is extremely easy to communicate with customers using Intercom, creating documents to explain how you product works is also easy and it is very helpful for clients.” – G2 Review

16. Drift

Drift’s live chat software is designed to intelligently connect potential customers with the right agents, streamlining initial engagement and improving response times.

Key Benefits:

• Intelligent Agent Routing: Smartly routes potential customers to the most appropriate agent based on predefined criteria, improving efficiency and customer experience.
• Voice and Video Chat Transition: Enables agents to seamlessly transition from text chat to voice or video calls within the chat window, offering versatile communication options.
• Account-Based Notifications: Provides instant notifications to relevant sales representatives when specific accounts visit the website, facilitating proactive engagement.
• CRM and Marketing Tool Integrations: Integrates effectively with various CRM and marketing tools, enhancing data flow and workflow automation.
• Bot Capabilities: Incorporates bot functionality to handle initial inquiries and qualify leads, freeing up agents for more complex interactions.

Pros:

• Smart routing to connect customers to relevant agents.
• Instant alerts for sales reps on key accounts.
• Strong integrations with CRMs and marketing tools.

Cons:

• Advanced features can be expensive for small businesses.
• Setup process can be complex for new users.
• Customization options are somewhat less extensive compared to some competitors.

Review:

“I like the fact there is a bot to detect everything our partner needs prior to me jumping in the chat so I have an overview of everything that I need to speak about.” – G2 Review

Ticketing Systems for Customer Support

Ticketing systems are essential for managing and tracking customer support requests, ensuring efficient resolution and organization within enterprise customer care.

17. Jira Service Management

Jira Service Management, from Atlassian, is a robust ticketing system integrated with project management tools, ideal for IT and development teams.

Key Benefits:

• Comprehensive Request Management: Manages various types of requests including incidents, changes, problems, and assets, offering a versatile ticketing solution.
• Jira Project Management Integration: Seamlessly integrates with Jira’s project management tools, providing a cohesive workflow for development and IT support teams.
• Customizable Workflows: Highly customizable to fit diverse business needs and specific workflows, ensuring adaptability and flexibility.
• SLA Management: Supports Service Level Agreement (SLA) management for issue resolution, ensuring timely responses and resolution.
• Detailed Reporting and Analytics: Offers detailed reporting and analytics for data-driven insights into ticket trends and team performance.

Pros

• Highly customizable to fit various business needs.
• SLA management for timely issue resolution.
• Detailed reporting and analytics for data-driven insights.

Cons

• Customization can require technical skills and expertise.
• Licensing costs can be high, especially for larger teams and extensive feature use.
• Integration with non-Atlassian tools can be challenging.

Review:

“Obviously the best thing about Jira is it’s simplicity to track complex issues until the issue is fixed. Also, the integrations in Jira is a key thing.” – G2 Review

18. ServiceNow

ServiceNow is an enterprise-grade ticketing system and IT operations platform, centralizing IT management and support functions for large organizations.

Key Benefits:

• Unified IT Operations Platform: Centralizes IT operations, encompassing ITSM, governance, and DevOps, providing a comprehensive IT management solution.
• Centralized IT Dashboard: Offers a unified dashboard to consolidate IT systems, networks, and software, providing a holistic view of IT infrastructure.
• Customizable Workflows and Metrics: Allows highly customizable workflows and metric tracking tailored to various teams and operational needs.
• Task Management Capabilities: Extends beyond ticketing to include broader task management functionalities, enhancing operational efficiency.
• Knowledge Base and Self-Service: Includes knowledge base and self-service portal features, empowering users to find solutions independently.

Pros

• Covers ITSM, governance, and DevOps needs in one platform.
• Unified dashboard for centralized IT system management.
• Highly customizable workflows and metrics.

Cons

• Licensing and implementation costs can be substantial, especially for large enterprises.
• Initial setup demands significant time and technical expertise.
• Frequent updates can lead to a continuous learning curve for users.

Review:

“This tool will help to manage all the data in the form of records and inventories. People can also manage the Knowledge Base and respective teams can refer to those SOPs.” – G2 Review

Social Media Management Tools for Customer Support

Social media management tools are crucial for monitoring brand mentions and engaging with customers on social platforms, extending enterprise customer care to social channels.

19. Hootsuite

Hootsuite is a widely used social media management tool catering to businesses of all sizes, offering comprehensive social media operations.

Key Benefits:

• Social Media Post Scheduling: Enables scheduling of social media posts across multiple platforms, streamlining content management and timing.
• Engagement Monitoring: Allows monitoring of social media engagement and brand mentions, facilitating timely responses and interaction.
• Campaign Performance Evaluation: Provides tools to evaluate social media campaign outcomes, tracking metrics and ROI.
• Team Collaboration Features: Supports team collaboration in social media management, facilitating coordinated efforts and workflows.
• AI-Assisted Content Creation: Offers AI assistance for crafting social media posts, enhancing content quality and efficiency.

Pros

• Convenient post scheduling and visual content planner.
• AI assistance for content creation.
• Regularly updated with new features and improvements.

Cons

• Customer support quality has been mentioned as subpar by some reviewers.
• Not the most budget-friendly option, especially for comprehensive features.
• Auto-publish feature can sometimes be inconsistent.

Review:

“Hootsuite gives us an easy platform to grow and managing all our social media needs. Integration between social media platforms with our business system is flawless and needs no technical knowledge to connect and implement it.” – Chelsea D, G2 Review

20. Sprout Social

Sprout Social is designed to enhance customer experience and audience growth through social media management, offering a comprehensive suite of tools.

Key Benefits:

• All-in-One Social Inbox: Provides a unified social inbox to manage conversations from all social media platforms, streamlining communication.
• Unlimited Social Profiles: Supports management of unlimited social profiles, catering to businesses with extensive social media presence.
• Message Spike Alerts: Features message spike alerts to identify and respond to surges in social media activity promptly.
• Comprehensive Analytics and Reporting: Offers robust analytics and reporting to quantify campaign results and track social media performance.
• Training Resources and Support: Provides extensive training resources and dedicated support to optimize platform usage and maximize ROI.

Pros

• Unlimited social profiles for extensive social media management.
• All-in-one social inbox for streamlined communication.
• Message spike alerts for timely response management.

Cons

• Onboarding process can be less intuitive and challenging according to some reviewers.
• Can be relatively costly for smaller teams or businesses with limited budgets.
• Occasional performance issues reported by some users.

Review:

“Our team has found the integrated publishing tools very helpful as we look to discover new ways to become more efficient and collaborative.” – Ryan B, G2 Review

Email Management for Support Teams

Efficient email management tools are vital for handling customer inquiries and communications effectively, a cornerstone of enterprise customer care.

21. Front

Front is an email management platform designed for team collaboration, enhancing email efficiency and shared inbox management.

Key Benefits:

• Shared Inbox Management: Merges personal and shared email management into a unified platform, improving team collaboration and visibility.
• Collaboration Tools: Offers built-in collaboration tools such as internal comments, shared drafts, and message templates, streamlining team communication.
• Personal Inbox Automation: Features personal rules to automate tasks within individual inboxes, enhancing personal productivity.
• Advanced Analytics and Automation (Premium): Premium plans include advanced analytics and automation capabilities for deeper insights and workflow optimization.
• Onboarding and Support: Known for its effective onboarding process and responsive customer support team.

Pros

• Merges personal and shared email management for team visibility.
• Collaboration tools like shared drafts and internal comments.
• Personal rules for inbox automation.

Cons

• Advanced automation features may require technical setup and expertise.
• Integration with non-standard tools can be challenging.
• Mobile application may lack some functionalities compared to the desktop version.

Review:

“I really enjoyed our onboarding process and all the knowledge that we get from the Front team. I also like the update and new capability being made available to continue growing the product.” – G2 Review

22. Zoho Desk

Zoho Desk provides a comprehensive software suite with robust email management tools, integrated into a broader customer service platform.

Key Benefits:

• Shared Inboxes and Workflows: Offers shared inboxes and streamlined workflows to manage team emails efficiently and collaboratively.
• Enhanced Collaboration Features: Includes collaboration features to enhance teamwork, such as team chats and shared email access.
• Calendar Integration: Seamlessly integrates with calendars for scheduling and time management, enhancing workflow organization.
• Group Email Management: Supports group email addresses like [email protected], routing emails to entire teams for collaborative handling.
• ‘Streams’ Tool for Team Communication: Features a ‘Streams’ tool to boost team chats and internal communication around email inquiries.

Pros

• ‘Streams’ tool to enhance team communication and workflow.
• Easy calendar synchronization for scheduling.
• Group email feature for team-based email management.

Cons

• Integration with non-Zoho products can be complex.
• Customer support response times can sometimes be slower.
• Occasional performance lags reported by some users.

Review:

“Zoho desk has a very stable, customizable web page with connection to azure, which comes in handy to integrate the users of our company without the need to create all the access users.” – G2 Review

Voice over IP (VoIP) Phone System for Customer Support Teams

VoIP phone systems are essential for modern customer support, offering flexibility and advanced communication features for enterprise customer care.

23. RingCentral

RingCentral offers a unified and affordable Voice over IP (VoIP) phone system, integrating messaging, video calls, and phone services into one platform.

Key Benefits:

• Unified Communication Platform: Combines messaging, video calls, and phone services into a single unified platform, streamlining communication channels.
• Comprehensive Feature Set: Offers a comprehensive feature set including business SMS, internet fax, voicemail-to-text, and more, enhancing communication versatility.
• Integrated Video Conferencing and Messaging: Seamlessly integrates video conferencing, team messaging, file sharing, and task management, improving team collaboration.
• Affordable VoIP Solution: Provides a cost-effective VoIP solution, making advanced communication features accessible to businesses of various sizes.
• Mobile and Desktop Accessibility: Accessible via both mobile and desktop applications, ensuring communication flexibility and accessibility.

Pros

• All-in-one messaging, video, and phone solution.
• Integrated video calls, file sharing, and task management.
• Unique features like voicemail-to-text.

Cons

• Initial setup can be somewhat technical and require expertise.
• Customer support response times can be slow at times.
• Integration with certain third-party tools may be challenging.

Review:

“The web service is easy to use, it has been an amazing upgrade from my last VOIP service.” – G2 Review

24. Vonage

Vonage is a well-established VoIP provider offering a suite of unified communication tools for both homeowners and large enterprises.

Key Benefits:

• Unified Communications Suite: Offers a suite of unified communication tools including chat, video, and voice conferencing, providing comprehensive communication options.
• High Call Quality: Known for providing good call quality, ensuring clear and reliable voice communication.
• App Integrations: Integrates with popular business applications, enhancing workflow and connectivity with existing systems.
• Scalability for Enterprises: Designed to be scalable for large enterprises, accommodating growing communication needs and user volumes.
• Established VoIP Provider: With a long history in the VoIP industry, Vonage offers a reliable and mature communication solution.

Pros:

• Offers chat, video, and voice communication tools.
• Good call quality for reliable voice communication.
• Integrates with popular business applications.

Cons:

• Unexpected fees or charges can occur, impacting budget predictability.
• Occasional call quality issues reported by some users.
• Variable customer support quality experienced by some users.

Review:

“Easy to launch within our company, good end-user adoption, integrated with an existing platform we are already familiar with (MS Teams), no system issues (dropped calls, connectivity issues, etc.). – G2 Review

Survey and Feedback Tools for Support Teams

Survey and feedback tools are essential for gathering customer insights and improving service quality, critical for continuous improvement in enterprise customer care.

25. SurveyMonkey

SurveyMonkey is a leading online survey platform known for its extensive features tailored for survey design and data collection.

Key Benefits:

• Extensive Customization Options: Offers extensive customization options for survey design, allowing tailored surveys to meet specific needs.
• Industry-Specific Templates: Provides templates tailored for various industries and survey objectives, streamlining survey creation.
• Comprehensive Reporting: Produces reports featuring a range of charts and graphs, simplifying data visualization and analysis.
• Aesthetic Appeal: Known for its aesthetically pleasing survey designs, enhancing user engagement and response rates.
• Advanced Survey Logic: Features advanced survey logic including conditional branching, improving survey relevance and user experience.

Pros:

• Extensive customization options for survey design.
• Offers templates tailored for various industries and objectives.
• Produces comprehensive reports with charts and graphs.

Cons:

• Customization for embedded website forms is restricted in some aspects.
• SurveyMonkey branding remains on free and more affordable plans.

Review:

“I previously used Google forms but survey monkey gives a better ux for surveyors when it comes to detailed opinions.” – Kshitiz, G2 Review

26. Typeform

Typeform enables users to create visually appealing and interactive forms and surveys, emphasizing customer experience and design.

Key Benefits:

• Visually Appealing Forms: Focuses on creating visually appealing and interactive forms, enhancing user engagement and response rates.
• Diverse Templates and Designs: Offers diverse templates and design options to create bespoke forms, aligning with branding and aesthetic preferences.
• Conditional Logic for Adaptive Forms: Features conditional logic to create adaptive forms based on user responses, improving survey relevance.
• Response Caps and Expiration Dates: Allows setting response caps and form expiration dates, managing survey participation and timelines.
• Marketing Automation Integrations: Integrates easily with marketing automation tools, streamlining data flow and campaign workflows.

Pros:

• Flexible layouts and themes for visually appealing forms.
• Set response caps and form expiration dates for control.
• Easy integration with marketing automation tools.

Cons:

• Priced higher than several other form creation platforms.
• Feature restrictions in the Free version can limit functionality for basic users.

Review:

“It is a product with no barriers to entry, very intuitive to build forms that are integrable with other digital services.” – G2 Review

Analytics and Reporting for Support Teams

Analytics and reporting tools are vital for monitoring support performance, identifying trends, and making data-driven decisions to improve enterprise customer care.

27. Google Analytics

Google Analytics is a leading web analytics tool providing comprehensive insights into website traffic and user behavior, essential for online strategy optimization.

Key Benefits:

• Diverse Website Traffic Insights: Provides diverse insights into website traffic, including paid, organic, social, and referral analytics, offering a holistic view.
• User-Friendly Interface: Features an easy-to-use interface, making complex data accessible and understandable for a wide range of users.
• Real-Time Data Updates: Offers real-time data updates, providing immediate insights into website performance and user activity.
• Comprehensive Digital Metrics: Tracks comprehensive digital metrics, including user demographics, behavior flow, conversion rates, and more.
• Integration with Google Marketing Platform: Seamlessly integrates with the Google Marketing Platform, enhancing marketing campaign analysis and optimization.

Pros:

• Diverse insights into website traffic sources.
• Easy-to-use and widely adopted interface.
• Real-time data updates for immediate insights.

Cons:

• Data accuracy can be limited for very large sites on the free version.
• Occasional delays in data updates reported by some users.
• Data history retention is limited in the free version.

Review:

“Google Analytics gives an enormous array of graphs, charts, and reports, helping users in visualizing internet site performance data, and simplifying the comprehension of trends, patterns, and personal behavior.” – G2 Review

28. Mixpanel

Mixpanel is an analytics tool focused on user behavior within products, providing insights into how customers interact with applications and services.

Key Benefits:

• User Behavior Tracking: Tracks specific user actions within applications, providing granular insights into user behavior and engagement.
• Customer Experience Enhancement: Designed to enhance customer experience by providing data on product usage and user interactions.
• Customer Interaction Forecasting: Offers solutions to gauge and forecast customer interactions, enabling proactive engagement strategies.
• Customizable Dashboards: Features adjustable dashboards for tailored metric tracking and visualization, allowing personalized data views.
• Group Analytics for Company-Wide Metrics: Provides Group Analytics to track company-wide metrics and trends, offering a holistic organizational view.

Pros:

• Group Analytics for tracking company-wide metrics.
• Adjustable dashboards for customized metric views.
• Easy access to product usage data.

Cons:

• Setup process can be complex and involve a significant learning curve.
• Interface and reporting can be perceived as confusing by some users.
• Data alignment issues with some storage locations reported by some users.

Review:

“Mixpanel allows me to track specific actions that users take within an app. This granularity provides a deeper understanding of user behavior.” – Suhan, G2 Review

Collaboration and Communication Tools for Support Teams

Collaboration and communication tools are essential for internal team coordination and efficient workflow, supporting seamless enterprise customer care.

29. Slack

Slack is a leading communication and collaboration platform, streamlining team projects and enhancing real-time communication.

Key Benefits:

• Organized Project Channels: Allows creation of dedicated chat channels for specific projects, improving project-based communication and organization.
• Direct Messaging: Provides instant messaging and direct message capabilities for individual team members, facilitating quick and private communication.
• Extensive App Integrations: Integrates with a vast array of applications, expanding functionality and workflow automation possibilities.
• Powerful Search Functionality: Features powerful search capabilities to quickly find old chats and files, improving information retrieval.
• Real-Time Communication: Facilitates real-time communication and collaboration, enhancing team responsiveness and efficiency.

Pros:

• Organized channels for project-based communication.
• Extensive integrations with numerous applications.
• Powerful search for chat history and files.

Cons:

• Excessive notifications can be distracting and reduce productivity.
• Message history is limited in the free version, impacting long-term information access.
• Managing multiple workspaces can be complex and confusing for some users.

Review:

“At its most basic premise, it works great for async and real-time conversations with co-workers. It’s a straightforward way to avoid unnecessary email and overcome communication challenges with remote work.” – G2 Review

30. Microsoft Teams

Microsoft Teams is a premier collaboration software integrated within the Microsoft ecosystem, streamlining internal communication and teamwork.

Key Benefits:

• Microsoft Office Integration: Seamlessly integrates with Microsoft Office tools, providing a cohesive workflow for users within the Microsoft ecosystem.
• Unified Chat, Calls, and Screen Sharing: Combines chat, voice calls, video calls, and screen sharing in a single platform, streamlining communication modes.
• Real-Time Document Collaboration: Enables real-time document collaboration, enhancing teamwork on shared documents and projects.
• User-Friendly Interface: Features a user-friendly and intuitive interface, ensuring quick adoption and ease of use for team members.
• Meeting Scheduling and Management: Offers robust meeting scheduling and management capabilities, facilitating organized team meetings and collaboration.

Pros:

• Seamless integration with Microsoft Office suite.
• All-in-one platform for chat, calls, and screen sharing.
• Real-time document collaboration features.

Cons:

• Can potentially slow down system performance on some devices.
• File organization can be confusing for some users.
• Video call quality can be inconsistent depending on network conditions.

Review:

“Departmental groups, file sharing and meeting scheduling is very helpful. The platform is easy to use from an end level perspective.” – Swan, G2 Review

Remote Support Tools for Customer Support Teams

Remote support tools are crucial for providing technical assistance and troubleshooting remotely, especially for software and hardware related customer issues in enterprise customer care.

31. TeamViewer

TeamViewer offers secure remote access and device management solutions, enabling real-time online collaboration globally.

Key Benefits:

• Secure Remote Access: Provides secure and encrypted connections for remote access and management of devices, ensuring data protection.
• Cross-Platform Compatibility: Compatible across PCs, smartphones, servers, IoT devices, and more, offering versatile remote access capabilities.
• Efficient Performance in Low Bandwidth: Ensures fast and efficient connections even in areas with limited bandwidth, maintaining usability in diverse network conditions.
• Real-Time Collaboration Features: Supports real-time online collaboration, enhancing teamwork and remote support efficiency.
• Device Management Capabilities: Extends beyond remote access to include device management features, providing comprehensive remote support solutions.

Pros:

• Secure, encrypted remote connections.
• Good performance even with slow internet connections.
• Real-time collaboration capabilities.

Cons:

• Can be expensive for business use, especially for large-scale deployments.
• Limited features available in the free version, restricting functionality for basic users.

Review:

“The most liked feature in team viewer is the remote access ability, where we can take control of any computer remotely; the computer may even be in sleep mode.” – Shane, G2 Review

32. AnyDesk

AnyDesk is a leading remote desktop software provider known for its speed, intuitive interface, and secure remote support and access solutions.

Key Benefits:

• Fast and Smooth Remote Sessions: Provides fast and smooth remote desktop sessions, ensuring a responsive and efficient user experience.
• Lightweight and Efficient: Lightweight software that doesn’t slow down systems, maintaining performance during remote sessions.
• Session Recording Capabilities: Allows recording of remote sessions for training, auditing, or documentation purposes, enhancing accountability and learning.
• Intuitive User Interface: Features an intuitive and user-friendly interface, ensuring ease of use for both support agents and customers.
• Secure Remote Access: Offers secure remote access solutions, protecting sensitive data and ensuring secure connections.

Pros:

• Fast and smooth remote desktop sessions.
• Lightweight software with minimal system impact.
• Session recording capabilities for quality assurance.

Cons:

• Audio quality can be variable depending on network conditions and device settings.
• Fewer collaboration tools compared to some remote support software rivals.
• Compatibility issues with certain applications reported by some users.

Review:

“It is the best remote software, easy to use & makes it simple to connect with different client users with only a simple 9-digit Anydesk address. It does not require a password to connect with another user.” – Prafulla, G2 Review

Why Analyze Your Customer Support Tools & Tech Stack?

Analyzing your enterprise customer care support tools and tech stack is critical for several reasons. Digital customer service tools offer a 360-degree customer view, providing deep insights into customer behavior and preferences. Optimizing customer journeys through these tools ensures seamless and personalized interactions, boosting customer satisfaction. Predictive engagement and AI anticipate customer needs, proactively addressing issues. Personalization creates valued customer experiences, while instant response capabilities meet modern customer demands. Regularly reviewing your tools ensures they meet these requirements and contribute to fostering customer loyalty and business growth. Consider adding essential tools like an internal knowledge base to enhance your support team’s efficiency.

Increase your support team’s efficiency with Tettra & Supportman:

Integrating Tettra for knowledge management and Supportman for quality assurance can significantly enhance your support team’s efficiency and effectiveness. These tools empower your team to deliver top-tier support, driving both performance and customer satisfaction.

What to do next

When you’re ready to elevate your enterprise customer care, explore these tools further and consider how they can transform your support operations.