Top 8 Must-Have Customer Service Tools for Small Businesses in 2023

After years of operating online businesses, we frequently receive inquiries from customers regarding plugin troubleshooting, sales queries, and more. As our businesses have expanded, we’ve realized the critical importance of selecting the right customer service tools.

Through extensive trial and error, we have chosen Help Scout as our help desk solution, Nextiva for our phone systems, and WPForms for managing contact form inquiries. These tools cater perfectly to our unique requirements and have greatly enhanced our customer support processes.

However, we recognize that each business is unique. What suits us may not be the best choice for others, as it depends on factors like industry, team size, and specific customer service objectives.

This is why we conducted a thorough review of various customer service tools available in the market. Our aim was to explore the full spectrum of options and provide valuable insights to help businesses find the solutions that best meet their needs.

In this article, we will share our findings from testing these tools and present our curated list of the top customer service solutions for small businesses.

Overview of Top Customer Service Tools

Our Approach to Testing and Reviewing Customer Service Tools

We currently utilize several customer service tools in our business, including Help Scout for customer support and WPForms for contact forms. When evaluating other options for small businesses, we considered the following factors:

• We implement these tools on our websites: We have only featured customer service tools that we have personally tested and used. Additionally, we reviewed customer feedback to identify options that are highly recommended by users.
• User-Friendly Design: We focused on tools that are beginner-friendly. A simple interface and smooth onboarding were essential when selecting customer support software.
• Varied Applications: No single customer service tool can meet the needs of every website or online business. Therefore, we evaluated tools for various applications, including VOIP phone services, contact forms, ticketing systems, documentation, live chat, and more.
• Customer Support Quality: We assessed the support provided by each company to gauge their responsiveness and service quality.
• Pricing: We analyzed the pricing models to identify which tools deliver the best value for businesses of all sizes.
• Growth Potential: We examined whether the support tool can scale to accommodate the needs of expanding businesses.

Now, let’s explore the top customer service tools for your small business.

1. Help Scout (Complete Customer Support Solution)

Help Scout is the top-rated customer service software available today. It enables you to assist your customers through email, social media, and live chat.

We utilize Help Scout for our own operations, and we appreciate its shared inbox feature, which simplifies the management and resolution of customer inquiries.

You can categorize conversations into teams and folders, ensuring timely responses by assigning discussions to specific team members. This keeps everyone updated and enhances customer satisfaction.

Additionally, the software includes a Help Scout Beacon (widget) that can be integrated into your WordPress site to provide a live chat option, a knowledge base, and personalized product or service notifications.

While using the software, we discovered that it can also monitor agent performance and customer satisfaction, making it an exceptional customer service tool.

Advantages

• We appreciate its artificial intelligence feature, which allows you to generate email replies to customer inquiries with a single click. It also creates summaries of lengthy conversations for quick reference.
• The Help Scout inbox includes features like conversation assignments, internal notes, mentions, automation workflows, and collision detection to avoid duplicate responses.
• It seamlessly integrates with various third-party platforms such as WooCommerce, Instagram, Freshbooks, Slack, Facebook Messenger, HubSpot, and Zapier.
• Our tests showed that this tool allows you to build a comprehensive knowledge base for your products or services.

Cons

• Help Scout does not provide a free plan, but you can explore its features through a free trial.
• It lacks a fully-featured WordPress plugin; the Help Scout plugin is limited to adding a contact form and Help Scout Beacon to your WordPress site.

Why we recommend Help Scout:It stands out as the top customer service tool available, enabling you to provide email, live chat, forms, and knowledge base support to your customers.

Help Scout is an excellent option due to its robust features, intuitive interface, automation templates, and compatibility with various third-party tools.

Alternative: Heroic Inbox

2. Nextiva (Phone and Video Support)

Nextiva is the leading VOIP phone service that empowers you to provide customer support through emails, SMS messaging, live chat, phone calls, or a knowledge base.

We have utilized this tool across multiple websites to provide exceptional phone support, consistently achieving impressive results. The voice quality is excellent, and customers often commend the clarity and reliability of our phone services.

For more information, check out our review of Nextiva.

Additionally, it features an internal chat option for agents handling various tickets, enhancing collaboration. The tool also includes its own CRM for storing all customer information.

Moreover, Nextiva serves as a cloud phone system for remote teams, enabling the setup of an auto attendant, call forwarding, call routing, custom greetings, and more.

Advantages

• We especially value the call pop feature, which displays essential caller information when a customer contacts our business phone number.
• It is the leading SMS marketing tool, enabling you to segment your contact list and send targeted SMS messages to specific groups.
• During our testing, we found that it allows the creation of automated workflows for emails, SMS messages, and live chat prompts.
• You can create, manage, and assign tickets independently.

Disadvantages

• Nextiva does not offer a free plan.
• We found that the extensive features can be a bit daunting for newcomers.

Reasons to Choose Nextiva:Nextiva is a highly effective customer service tool that enables seamless communication with your customers through phone calls, video conferencing, emails, and SMS.

As a comprehensive communication platform, Nextiva can elevate your customer service experience. If you run a small business website, Nextiva is an ideal choice for you.

Alternatives: RingCentral and Ooma

3. WPForms (Contact Forms)

WPForms is the leading contact form plugin for WordPress, making it the top choice for customer support forms. It features a user-friendly drag-and-drop AI form builder, over 2,000 pre-made templates, and robust spam protection to ensure your customers can safely submit their information.

We have successfully utilized this tool on our websites to create a variety of forms, including registration, login, and contact forms for support inquiries. For more information, check out our WPForms review.

This tool allows you to easily create a contact form on your website, enabling users to submit support requests. You can efficiently manage and review all submissions directly from your WordPress dashboard, streamlining your support process.

The plugin includes features like conditional logic and geotargeting, allowing you to present specific form fields to users based on their selections or geographical location.

Advantages

• You have the ability to customize the design of your WordPress forms.
• WPForms sends you an email notification each time a form is submitted on your website. Additionally, you can set up confirmation emails to be sent to users after they submit a request.
• We appreciate the user journey addon, which provides insights into what visitors did on your site prior to submitting a request. This information can help you address their issues more efficiently and understand any points of confusion.
• The plugin can integrate with various platforms like Constant Contact, AWeber, Stripe, and more. It also works with Uncanny Automator to help you create automated workflows.

Disadvantages

• Some features of WPForms are only available in the paid version.
• It lacks dedicated customer support features.

Reasons to choose WPForms:If you need a form on your website for customers to reach out, WPForms is the ideal solution for you.

AlternativeFormidable Forms

4. Loom (Video Recordings)

Loom is an effective communication tool that allows you to record videos and screencasts for your team members. Your support team can utilize this tool to collaborate or create instructional videos for customers, guiding them through the steps to resolve issues.

You can also incorporate webcam footage alongside the screen recording to create a more personalized experience.

Our research indicates that Loom enables you to record system audio, provide narration, and capture sound effects from your computer.

Pros

• The tool allows you to edit out unwanted sections from the video. You can also add drawings, arrows, and text to emphasize important information.
• Our tests showed that Loom generates a shareable link once a video is created.
• It allows you to record videos on your mobile device and includes options for custom branding and captions.
• We appreciate that Loom offers an additional layer of security by allowing you to set passwords and expiration dates for your videos.
• Loom can seamlessly integrate with platforms like Gmail, Slack, and Zendesk.

Cons

• While Loom offers a free plan, many features are not accessible without a paid subscription.
• We found that the free plan imposes limitations on video quality for recordings.

Reasons to Choose Loom: Loom is an excellent customer service tool that enables you to engage with your customers and team members through video recordings.

Alternative Option: Droplr

5. Heroic KB (Knowledge Base)

Heroic KB is the top WordPress plugin for creating user-friendly documentation for your products and services, making it essential for customer support by allowing customers to find answers without needing to reach out to your team.

We found it incredibly user-friendly as it allows you to categorize your knowledge base articles and features an AJAX search tool to help users quickly locate relevant information. For more insights, check out our HeroThemes review.

You can also include PDFs or other downloadable resources in your articles for easy reference. For further information, refer to our guide on adding documentation in WordPress.

Advantages

• During our evaluation, we found that the tool enables users to leave ratings and comments on your knowledge base articles, providing valuable customer feedback.
• We were especially impressed by its AI assistant, which adds a personalized chatbot to your website.
• You can choose to make your knowledge base publicly accessible or limit it for internal use within your organization.
• Heroic KB seamlessly integrates with Heroic Inbox, creating a robust customer support system.

Drawbacks

• Heroic KB does not offer a free plan.
• During our assessment, we discovered that it does not allow you to send emails or SMS messages to customers.

Reasons to recommend Heroic KB:If you’re looking to incorporate a knowledge base or documentation for your products, Heroic KB is an ideal customer service tool.

6. LiveChat (Chat Support)

LiveChat is the leading live chat software available. It enables you to communicate with your customers in real-time to address issues and offer support.

In our testing, we found that setting up a live chat feature on your website is quick and easy, showcasing the tool’s user-friendly design. For more details on our experience, check out our LiveChat review.

The tool includes a free LiveChat plugin that effortlessly adds a live chat feature to your WordPress blog. Additionally, you can utilize canned responses, which are pre-written messages that can be easily inserted into customer conversations.

LiveChat seamlessly integrates with leading email marketing platforms, enables you to personalize your chatbox to match your brand’s colors, and provides comprehensive reporting and analytics features.

For a detailed guide, check out our tutorial on how to implement free live chat on your WordPress site.

Advantages

• Our findings indicate that this software allows you to create an automated chatbot.
• We appreciate the ability to include a survey form both before and after a live chat session, which helps assess the performance of your support team.
• LiveChat supports file sharing, chat transcripts, chat routing, and visitor tracking functionalities.
• The live chat prompt on your website also displays an indicator to show when a customer service agent is available for chat.

Disadvantages

• LiveChat does not offer a free plan, but the connecting plugin is available at no cost.
• You can utilize the live chat feature for quick inquiries and troubleshooting, but for more complex issues, phone calls or emails may be more effective.

Reasons to choose LiveChat:If you’re looking to implement a feature for instant communication with your customers, LiveChat is an excellent choice. It offers custom branding for the live chat popup, loads quickly, and can create a chatbot when an agent is unavailable, making it a top option.

Alternative SolutionsHubSpot

7. Brevo (Email Marketing)

Brevo is a leading customer relationship management (CRM) platform that specializes in SMS marketing and email marketing. It features a live chat popup for your website, enabling real-time communication with your customers and website visitors.

Additionally, we were impressed by the ease of integrating basic chatbots that can handle customer inquiries, qualify leads, and schedule appointments, allowing your support team to focus on more complex issues.

Brevo includes a customer data platform that consolidates all your customer information from various sources into one accessible location. You can easily import user data from databases, data warehouses, FTP servers, and APIs.

Once imported, Brevo will generate customer profiles and enable audience segmentation based on various criteria.

Pros

• Brevo allows for the customization of sales pipelines to monitor purchase deals and automate related tasks while providing notifications.
• During our evaluation of the software, we discovered a recording tool that captures your video and audio meetings.
• Brevo integrates seamlessly with WP Mail SMTP to enhance email deliverability.
• The platform offers a variety of email templates, allowing you to design sophisticated email and SMS marketing campaigns.

Cons

• Brevo’s free plan comes with limited features.
• We found the automation features to be somewhat basic.

Reasons to choose Brevo:Brevo is an excellent option for creating email and SMS marketing campaigns aimed at re-engaging customers.

Additionally, it enables real-time communication with users through live chat, includes a CRM, and allows for the creation of landing pages, making it an outstanding tool for customer service.

Alternative Options: Consider Constant Contact and ActiveCampaign

8. SproutSocial (Social Media Management)

SproutSocial is a social media management platform designed to enhance customer experience by increasing your visibility on social media networks.

It features a collaborative calendar for scheduling social media posts and automatically publishing pre-approved content. It also supports multimedia content publishing.

These features can help you grow your social media following and keep users informed about your WordPress site, which is crucial for effective customer service.

Advantages

• During our testing, we discovered that you can edit images directly in the SproutSocial interface before sharing them on social media.
• It utilizes an algorithm that allows you to schedule posts for maximum engagement based on historical performance data.
• This tool includes features like custom URL tracking, campaign tagging, and detailed reporting and analytics at the post level.
• We value its Twitter trends report, which assists in optimizing your social media strategy effectively.

Drawbacks

• SproutSocial does not offer a free plan.
• It lacks the ability to create SMS messages, emails, or live chat popups for customer engagement.

Reasons to choose SproutSocial:If your goal is to leverage social media to enhance customer service, grow your follower base, and drive traffic to your website, SproutSocial is an excellent option.

Alternative Options: Consider Buffer or AgoraPulse.

Which Customer Service Tool is the Best?

In our expert analysis, Help Scout stands out as the top customer service tool available. It enables support through email, social media, and live chat popups. Additionally, it allows the creation of contact forms and a knowledge base, and features AI capabilities to convert specific customer responses into reusable instant replies, making it a comprehensive solution.

However, for those who prefer to connect with customers via phone calls or video conferencing, we suggest Nextiva as a better alternative.

Conversely, if you run a small business, you might consider adding a straightforward contact form for users to reach you through WPForms.

For adding product or service documentation, consider using Heroic KB. Additionally, you can enhance customer interaction with a chatbot and live chat options through LiveChat.

Common Questions About Customer Service

Here are some commonly asked questions from our readers regarding customer service and its tools:

What are the five key elements of customer service?

When providing customer service, keep these five essential factors in mind:

• Empathy: It’s crucial to demonstrate genuine concern for a customer’s issue. Strive to understand their situation and make them feel at ease.
• Communication: Actively listen to the customer’s needs, ask clarifying questions, and ensure they comprehend the information you share.
• Problem-Solving:Customers typically reach out for help with product setup or when encountering issues. Collaborate to find solutions, explain the process clearly, and guide users to relevant resources.
• Efficiency: Aim for quick response times to avoid keeping customers waiting. Strive to deliver solutions promptly.
• PersonalizationPersonalize your conversations with customers by using their names or referencing their purchase history, and customize your approach to meet their specific needs.

What advantages do customer service tools provide?

Customer service tools provide numerous advantages, including:

• Enhanced efficiency in managing customer inquiries through a ticketing system.
• Faster resolution times for customer issues.
• Instant communication with customers through live chat features.
• Insightful data and analytics to recognize customer trends.
• Increased time for agents to concentrate on complex issues thanks to automated workflows.

What benefits does help desk software offer?

Help desk software assists businesses in organizing their support teams and addressing customer requests. It includes a built-in ticketing system, knowledge base, and live chat functionalities to streamline customer interactions on a single platform. This can enhance customer satisfaction and increase your conversion rates.

For additional details, check out our top recommendations for the best help desk software.

Related Guides on Customer Service Tools

• How to Create a Client Portal in WordPress
• Top WordPress Plugins for Chat (Expert Recommendations)
• Best WordPress Help Desk Plugins for Customer Support
• A Guide to Adding a Frequently Asked Questions (FAQ) Section in WordPress
• Optimizing the Customer Journey for Your WooCommerce Store
• Comparison of the Best WordPress Automation Tools and Plugins
• Utilizing AI for Enhanced Customer Service: Tips for Small Businesses

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