Support tools have been the most important ally of companies over the last few years. With the arrival of the Covid-19 pandemic, people were forced to buy online. With this came mass messages and the need for companies to use tools that would allow them to develop a more orderly work in order to meet those demands for information from users.

As a general rule, companies that sell through the Internet tend to have a high demand for messages of all kinds. This can result in requests from new customers as well as troubleshooting for existing customers. Some of the biggest problems that this type of equipment tends to have is congestion or a large number of daily requests. By not having a way to answer them in an orderly and unified way, the messages start to accumulate and therefore it becomes impossible to attend them all in an ideal way.

Support tools are here to stay and help people improve their effectiveness, achieve better results and deliver a much faster service. Generally, when a customer is looking for help, they expect to get a quick response and to have their request handled as easy as possible, without any hiccups or difficulties, and this is where support team tools come into play. They take the customer’s request, handle it and assign it to the ideal person in charge.

As you can see there is a lot of interesting information and for this reason in this article we are going to talk about which are the 5 best tools for support teams and how they can help you to improve customer service management in your company.

What are support tools?

Support tools are programs or platforms that help the customer service teams in a company to do a more efficient and better job. Many of these tools have been developed to solve different types of problems, such as the accumulation of messages or tickets, communication management, task management or the connection between different social networks or customer service apps.

Why do companies need support tools?

Companies need support tools basically to manage the work they do in an ideal way. These tools have different functionalities within what is customer service and each of them contributes within its own possibilities to improve specific tasks in the daily work.

In conclusion, companies need support tools to improve the effectiveness of the work of their agents. They allow to develop tasks in an automated way, centralize work, information and enhance the productivity of workers.

What are the top 5 tools for support teams?

Aircall

1) Aircall

Aircall is a very interesting tool, in short, Aircall is a cloud telephony and call center solution in the cloud. It allows you to make and receive calls from an app for mobile phones and computers. This works very well for companies that provide support over the internet wince, their employees need a platform that allows them to communicate easily with their customers.

When it comes to cloud calling, Aircall is an extremely practical solution. Its ease of use and branding make it really ideal for companies that don’t want to spend a lot of time teaching their agents how to use new tools and the quality of the calls made with Aircall is really good. Additionally, the app allows you to take notes of the calls, make follow-ups and use different phone numbers according to regions or countries.

Callbell

2) Callbell

Callbell is a tool designed especially for online support, sales and customer service teams. This means that you can connect different communication channels such as WhatsApp, Telegram, Instagram or Facebook Messenger in one place. From there you can serve all your customers collaboratively with your team and have additional functionalities.

Among the different functionalities that Callbell has, we have the automatic routing that in a few words, allows you to attend immediately to each client that writes to your company. This routing will show options pre-configured by you that at the end will redirect them to an agent in charge of the area corresponding to the doubt or problem that the person has. In addition to this, we have tags that work to define the different stages of a lead, live internal chat through notes between the advisors of your team, specialized statistics to monitor the work of each agent and much more.

In short, Callbell is an application that allows you to serve customers collaboratively from different platforms in one place and from wherever you want. All you need is internet and a portable device. If you want to know more about this tool, click here.

Typeform

3) Typeform

Typeform is a tool that makes collecting and sharing information extremely convenient and conversational. It is a web-based platform that can be used to create anything from surveys or forms, without writing a single line of code.

The idea behind this platform is that businesses can create supernatural forms that are easy to complete and fun. This combination gives Typeforms great form completion rates, which means you can get better and more results.

Typeform is a platform that you can use not only to create online forms, but also to make dynamic surveys. The goal of Typeform is to collect and share information in an easy and effective way. As we mentioned, basically the two products that Typeform offers are surveys and online forms.

Drift

4) Drift

Drift is an updated platform that empowers and increases sales reach and customer or prospect acquisition through scheduled messaging via emails and online chats. Simply put, it is a communication tool for sales and customer service.

With Drift’s tool, traditional marketing campaigns that employ forms or calls are greatly simplified because not used, although these methods are not bad; the current trend of users is more towards text, hence the ease of this tool.

This methodology is applicable to all types of companies of any size and industry that want to connect in real time with their customers and potential customers.

Drift has not been around for long, only since 2015, but its popularity has grown rapidly in the markets, as about 50 thousand companies currently employ their services, however, this tool is somewhat expensive so you will have to take many factors into account if you want to employ it.

Whereby

5) Whereby

Whereby is a videoconferencing tool for businesses that has two types or models of meeting: team rooms and personal rooms. The rooms that are designed for teams are shared meeting spaces for group projects or meetings with clients, generally these rooms have a higher limit of people and allow you to transmit and share screens with other users.

With the personal rooms each user will have the possibility to add up to twelve guests or participants in the meetings and this room will always be available to be used at any time the owner wants, additionally we can configure the link of the room to our liking and thus customize it. It is a flexible system, so you can increase the capacity of the rooms depending on the size of your company.

Some of Whereby’s most notable features are:

a) Customization of the system with backgrounds and logos.

b) Record, download and share

c) Share the screen with the rest of the participants.

d) Extend the capacity of the meeting room.

e) Join from your computer or mobile device.

f) Easy access without downloads or logins.

Tools for support teams

The best tool for customer service

As we have seen, there are many interesting tools to improve the quality of your customer service . Among all these tools there is one that stands out from the rest. It is Callbell, a tool that manages to optimize the way companies communicate with their customers in a collaborative and effective way.

With its multiple functionalities you will be able to manage both your customer service agents and your clients and keep everything under control from a single place.

If you want to see more information about this tool and understand how it can help you improve the quality of your service, click here.

Frequent Questions

Why do companies need support tools?

Companies need support tools basically to manage the work they do in an ideal way. These tools have different functionalities within what is customer service and each of them contributes within its own possibilities to improve specific tasks in the daily work.

In conclusion, companies need support tools to improve the effectiveness of the work of their agents. They allow to develop tasks in an automated way, centralize work, information and enhance the productivity of workers.

What are support tools?

Support tools are programs or platforms that help customer service teams in companies to do a more efficient and ideal job. Many of these tools are developed to solve different types of problems. For example, the accumulation of messages or tickets, communication management, task management or the connection between different social networks or messaging apps in one place.

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About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct