The 3+ best apps for customer service in social networks

Having good customer service is a key factor in building trust between a company and the consumer. It is the main attribute to create a link and strengthen the user experience, which is why investing in customer service apps on social networks is an excellent option to improve your company and increase the financial sustainability of your business.

There are a wide variety of platforms that can undoubtedly help you improve the shopping experience and build a good corporate image. Below we will discuss the 3 best apps for customer service on social networks that will allow you to maintain a direct and accessible communication channel for the audience.

1) Callbell

2) Zendesk

3) Intercom

1) Callbell 

Callbell is a platform where you can centralize all the interactions coming from Instagram, WhatsApp, Facebook Messenger and Telegram . In addition, this is a multi-agent platform, which means that multiple agents can operate and serve your clients simultaneously and remotely.

This platform provides an intuitive and easy-to-use interface, as well as a wide variety of functionalities and tools to better monitor users, offer complete and personalized attention, and improve the experience of your customers.

Callbell is a platform that can be adapted to the basic needs of any business, but also has a premium plan with advanced features that allow for optimal management of customer service for large companies.

Advantage

a) Multiagent and multichannel

b) Affordable and accessible costs

c) Easy use

d) Available on iOS and Android

e) Can be integrated with WhatsApp Business 

2) Zen Desk

This is a multi-agent and multi-channel platform, which meets a large part of the needs of its users. It has tools to boost your business such as automations and support tickets allowing the management of responses quickly and efficiently.

Zendesk has a chatbot that allows you to provide support 24 hours a day, 7 days a week that provides automatic, personalized and real-time responses. Without a doubt, it is a very effective tool for those businesses that have a large flow of daily messages.

Without a doubt, Zendesk is an incredible platform, however its high costs make it inaccessible for small and medium-sized companies, in addition to the fact that it has a great variety of advanced functionalities that could be too much for those who are just starting out. So if your needs are more basic, the ideal will be to look for another platform.

Advantage

a) Multiagent and multichannel

b) Variety of functionalities

c) Support tickets

d) Chatbot

3) Intercom

Unlike the previous alternatives, this is an app focused primarily on interaction with customers, it has a variety of tools that will allow you to get the most out of every interaction.

Intercom has great potential when it comes to providing customer service and support, this is done through a live chat in which users who visit a web page can interact with company agents directly and in real time.

This application also has a chatbot through which companies can automate some conversations, facilitating follow-up management and the possible conversion of potential customers.

Advantage

a) Chatbot and automations

b) Email Marketing Campaigns

c) User analytics

d) Custom Response Template

Despite being an excellent tool, this platform is not useful for those who seek to centralize all the interactions coming from different social networks, be it Facebook Messenger , WhatsApp , Instagram and Telegram , since this platform works through a live chat, through which the client can access only if they enter the company’s website, in addition to not allowing you to integrate CRM platforms. Another important aspect to take into account is that Intercom has excessive costs for small and medium-sized companies.

What is the ideal customer service platform for my business?

As there are so many options on the web, the main problem will be to determine which is the best platform for your customer service team and for your company. Therefore, the first thing you should do is determine the budget and the main needs of your company.

There are platforms with advanced features that will not be used by small businesses that are starting out, plus these features can make the platform unwieldy.

There are other businesses whose main problem is to centralize all the messages coming from different social networks and reach the largest possible audience. That is why we will make a special mention of Callbell , which due to its characteristics can be adapted to small, medium and large companies.

With Callbell, companies have an additional advantage, since the support they offer is exceptional, since their agents are always willing to help at all times.