Customer service is the lifeblood of any business. It may sound obvious, but it’s not always easy to get right, which is why you need tools to help you out. These tools manage the level of support provided before, during, and after a purchase is made or a service is provided. Not only will the right cloud-based customer service app help you improve the way you interact with your customer, it will also enable you to measure your performance and identify ways in which you can improve. This is done by automating key processes, documenting best practices, recording customer interactions, and providing details analytics, all of which better equips a company to provide exceptional service to its customers.
Choosing the right customer service app for your business is not an easy process, but here are some common features you should look for, as well as some more niche functionality that could be useful for your business.
Your customer service software shouldn't work in isolation, but if you want it to work with your other systems, you'll need a fully-documented API that integrates with other common solutions, along with plenty of support from the software vendor.View all apps with API
Chat allows your support staff to have real-time, personalized conversations with your customers to resolve problems there and then.View all apps with Chat
Helping customers to help themselves is key for any good customer service software. A knowledge base brings together articles, videos and other interactive content to allow your customers to find answers to their questions without the need for a customer service agenet, as well as allowing your support staff to provide quicker resolution to common queries.View all apps with Knowledge Base
Routing matches customers to the most appropriate member of their support staff to answer theor question. This can be done not just with phone calls, but also with live chat, mobile, and social media interactions.View all apps with Routing
Real-time monitoring allows you to keep track of what is happening with your support staff and customers as and when it occurs, enabling you to identify and resolve problems quicker.View all apps with Real Time Monitoring
When your customers have a problem, they want to know when they can expect a response and in what way. SLA management allows you to set up multiple company policies and ensure they are communicated to customers.View all apps with SLA Management
Real time reporting can help you understand your customers better by pulling together key metrics to provide insights into their behaviors, meaning you can provide a more personalized and relevant response.View all apps with Real Time Reporting
If there is a disruption to your service, you need peace of mind that your IT staff can get your software up and running again as quickly as possible. prioritize problems and solve them quicker.View all apps with Incident Management
Centralizing customer correspondence is important if you want to provide the best support. Ticket management allows you to bring together customer questions from multiple channels into one, centralized location.View all apps with Ticket Management
GetApp's quarterly ranking showcases the top 25 Customer Service apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, media presence, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.
Scroll down for more details about how we calculate scores.
This ranking is for business owners and decision makers looking for a first glance at the leading cloud-based Customer Service software in the industry. The data serves as a point of reference highlighting the key factors that small businesses should look at when first analyzing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile app availability), market presence (media presence), and security features (security).
For more details on why we chose these data points, take a look at our industry research reports, which provide in-depth explanations of each data point, as well as trends in the industry.
An app’s score is calculated based on five unique data points and is completely independent of any relationships that GetApp has with app vendors. The data points are calculated as outlined below:
The score for user reviews is calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against other apps in the category. This raw number is then scaled to represent a value between one and 20.
Integration scores are calculated by scaling and adding two different averages for the number of listed integrations on GetApp: the first 15 points are awarded for the total number of integrations scaled against the average for the top 25 percent of apps in the category, while the final five points are awarded for the total number of integrations scaled against the leader in the category.
Mobile platform scores are calculated using data from Google Play and the Apple App Store. Five points are awarded for having an Android App, and another five for an iOS app. The additional 10 points are calculated based on the user ratings of the app in each store, rated out of five, for a total of 20 points.
Media presence is calculated using the number of Twitter followers and Facebook fans a vendor has. Each social network contributes a maximum of 10 points to the total score. The first five points are awarded for total number of followers scaled against the average number of followers that each vendor in the category has, while the remaining five points are awarded based on the total number of followers, this time scaled against the category leaders. The scores for Facebook and Twitter are added together for a total score out of 20.
Security is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.
In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.