The best customer service software to help deliver the best customer experience
An integrated help desk software that can elevate customer experience and customer satisfaction are of
utmost importance. In this guide, find out more about what customer service software is and how it may
benefit your team and business by improving agent productivity and overall service experience.
A customer service software is a centralized ticketing system that consists of simple and advanced
features that help your organization receive, organize, resolve, and analyze customer queries. Simply
put, it is a shared inbox that helps you streamline customer interactions and request routing from
different communication channels like email, SMS, social media, live chat, and others.
A comprehensive ticket management suite
will consist of allied solutions like FAQ and knowledge base
management, automation software, analytics software, and chatbots, in addition to being an omnichannel
customer service solution. It is also usually complemented with integrations that connect it with CRM
software, messaging, social media, and other tools.
Benefits of customer service software
The benefits of a comprehensive customer service platform are multi-fold for companies of any size and
field, be it a small business, start-up, or large enterprise. Employing the correct ticketing software
can affect a variety of use cases — from increasing customer loyalty and improving your company’s bottom
line to reducing response time and creating a better environment for your support team. Below are some
1. Boost agent productivity and experience
Providing your team with the resources to do their work well is a necessity. A service desk equipped
with features such as reporting, analytics,
and help desks as mobile apps will not only improve your
team’s performance by easing the query resolution process but also help them be more prepared to address
customer issues and support tickets in real-time in a collaborative manner.
2. Increase customer loyalty and relations
Personalized and timely service can go a long way when it comes to customer service that aims to reduce
churn and improve satisfaction levels. An adept customer service software will store contextual customer
data and communications, helping you provide proactive and personalized support that would improve your
customer’s trust in your services and product and also improve retention rates.
3. Ability to leverage automation, reporting, and analytics Automation features like Smart Rules help your team devote more time to activities that can have a
positive impact on the customer service efforts rather than focusing on repetitive tasks.
Reporting and analytics tools
help you make smarter, data-driven decisions based on selected metrics that improve team
productivity, reduce the volume of incoming tickets, and result in happier customers and agents.
4. Provide access to self-service
Self-service features like knowledge base, FAQs, and community forums help you encourage customers to
look for solutions by themselves, saving themselves time. This gives your support team the time to
direct their efforts towards activities that need their attention, reducing churn and response times and
improving engagement. Features like automatic ticket routing also help save time and reduce the first
How does a typical customer service software function
Customer service software usually works through a series of steps:
Collecting requests are queries is the first step. An omnichannel ticketing system such as HappyFox
Help Desk will consolidate requests from channels like SMS, email, live chat, phone call, APIs,
etc., and bring them to one platform so they can be answered from a unified space.
Organizing and managing these collected requests
and ensuring that they are correctly routed to the
concerned agents is an important step. This helps reduce response times and increases the chances of
faster resolution. At HappyFox, we do this via queues, tags, and custom fields that are segregated
on the basis of where requests are coming from and what team they are meant for. It helps our
clients manage high ticket volume in a timely manner.
Collaboration is an important aspect of successful customer service. It allows your team to work in
tandem with each other, sharing the volume of tickets based on expertise and working hours. We offer
features like agent collision detection, admin and agent level permissions, and Private Notes.
Better internal communication and collaboration
help customer service agents solve customer requests fasters and more effectively.
No customer service tool is complete without a variety of apps, integrations, and APIs that connect
to their operations. HappyFox Help Desk is compatible with customer relationship management (CRM)
solutions like Salesforce, Keap, and Pipedrive, messaging apps like Slack, WhatsApp, and Microsoft
Teams, e-commerce solutions like Shopify, social media platforms like Facebook and Twitter, and
project management tools like Asana, Gitlab, and Wrike. We are also equipped with our own apps like
HappyFox Live Chat, Chatbot, Workflows, BI, and Assist AI that complement the features of Help Desk.
You can check out our complete list of apps and integrations here.
Responding to a query or request the best way possible is the desired result of any customer service
effort. HappyFox Help Desk helps you achieve this with access to text editors that support rich
media and are easily formattable. We also provide you with easy ways to use the helpdesk to respond
via channels the request was received including social media platforms like Facebook and Twitter, or
messaging apps like Slack and Microsoft Teams. Other features like canned actions and access to a
knowledge base system help your customer service team provide answers faster.
The customer service cycle is not complete after resolving a request. To stay on top of query
trends, agent performance, and other metrics like response time, satisfaction levels, incoming
ticket volume, and SLAs that are important to your organization, you need to leverage
reporting and analytics features
that will help you make data-driven decisions and improve your customer
What makes customer service software stand out today?
Focus on personalization
It is essential to provide a memorable customer experience that strays away from the regular
one-size-fits-all approach. One way of doing this is by hyper-personalizing service efforts by
leveraging available and contextually relevant customer data or customer information like what they
are browsing, searching for, purchasing, and asking about with
AI-powered and data analytics tools.
If you are able to do this, you can expect higher levels of customer satisfaction and loyalty.
Prioritizing data security and privacy
As we move towards a more digital world, ensuring top-level compliance and security features is no
longer optional. It pays off to have checks in place that secure data with data encryption at
transit and rest and vulnerability scans.
HappyFox’s security features
like 2FA and audit logs
decrease the risk of unauthorized access. We also adopt industry-accepted security & privacy
frameworks with GDPR, SOC 2 Type II, and CCPA certifications to help customers and clients feel at
ease sharing personal data with your customer support team.
Higher adoption of automation
Usage of automation and technology like artificial intelligence (AI) in customer service is on the
rise and for good reason. It reduces the workload of your customer service team by employing APIs,
workflows, and chatbots to automate tasks like answering repetitive queries, assigning agents, or
even sending follow-up communications to customers. Getting onto the automation bandwagon means
giving your support agents more time to spend on fruitful customer conversations.
Emphasis on self-service
Customers don’t want to wait around for information. They want quick and easy access to solutions
without having to get in touch with other people. Investing in knowledge management systems that are
equipped with knowledge creation, updating, and analytics features is a must. It will not only
encourage self-service of solutions and improve rates of customer success but will also reduce the
volume of incoming tickets.
10 best customer service software tools that boost
customer and agent experience
HappyFox Help Desk HappyFox Help Desk is an all-in-one help desk ticketing system that aims to provide faster and
better support for your customers. It collects, organizes, and manages your incoming queries from
all channels and gives you effective ways to respond to them with its internal feature and range of
affiliated third-party apps and integrations. It also has a robust reporting and analytics setup
that can crunch your support data and help you make an informed decision.
A majority of workspaces today use Slack for internal communication. It is a messaging app for
businesses that helps people collaborate and connects them to the information they need. HappyFox’s
Help Desk integration with Slack allows creation, updating, and the ability to reply to tickets from
within the app while improving communication and collaboration amongst your support team. It also
lets you access and searches your knowledge base from within the app.
Microsoft Teams Teams is a business communication platform developed by Microsoft that has created some ripples in
the workspace communication and customer service space. When integrated with a customer support
system like Help Desk, it can ease communication, and collaboration, and allow ticket actions
without leaving the known interface of the app. You can also @mention the HappyFox Bot and follow it
up with a search term to search for support articles.
Pager Duty PagerDuty
is a cloud computing solution that manages an incident response platform for IT
departments. HappyFox’s bi-directional integration with PagerDuty lets customer support teams create
incidents in the app from any support ticket created within the help desk. Customers can be kept
up-to-date on all incident-related information and timelines through regular updates.
Ring Central Ring Central
provides cloud-based business communications solutions, that when paired with the
support tools in HappyFox, can help you gain swift clarity on issues from customers through a phone
call from the comfort of the help desk interface. It also gives you context and a ticket history of
the caller, helping you provide a personalized service experience. Each phone call will also be
logged as a new ticket or as an addition to an existing one.
Integrating your customer support efforts by deploying HappyFox Chatbot within your Help Desk can
help you deflect about 70% of your incoming queries, saving your customer support team the time and
effort they would normally spend in answering repetitive questions. Technology like AI, NLP, and ML
drastically reduces the wait time for your customer by facilitating easy ticket creation, real-time
communication sync, and service agent efficiency.
Shopify Shopify lets merchants build and customize online stores and sell on multiple platforms from social
media to online marketplaces. With HappyFox Help Desk, you can avoid frequent switching between
Shopify and your help desk app and manage orders, get customer information, connect to multiple
stores, and access order histories with ease.
dominates the online payment processing field for internet businesses today with its suite of
payment APIs. Integrating HappyFox with Stripe gives you access to contextual billing information
about each customer related to subscriptions, payments, and orders within your help desk.
Pipedrive Pipedrive is a web-based Sales CRM and pipeline management solution that enables businesses to plan
their sales activities and monitor deals. When used with Help Desk, it bridges the gap between your
sales and support teams by helping you manage contacts, track leads, and close deals.
FreshBooks Freshbooks is a cloud accounting app that helps companies handle their finances in a secure and easy
manner. When integrated with HappyFox, your customer support team can map your HappyFox tickets to
FreshBooks projects, maintain time logs, and invoice for time spent on a ticket from the ticket
Investing in customer service software is an important decision. You need to consider various metrics
and be aware of the recent trends in the customer service management space and what accompanying
integrations you might require to be on par with your competitors. With a customizable, scalable, and
adaptable solution like HappyFox Help Desk, you can ensure a smooth and data-driven support experience
that keeps your customers and support reps happy.
Improve Productivity & Customer Retention With HappyFox Help Desk
Enjoy higher customer loyalty and agent performance with an integrated support management software.