Customer service automation software is essential for maximizing the productivity of your team, resolving tickets quickly, and preventing burnout in your staff. Let’s explore ten categories of automation software and the top product for each, all while learning more about how this technology works and what it can do for your business.
- Best shorthand automation software: TextExpander
- Best automation software with live chat: LiveAgent
- Best software for managing large teams: Zendesk
- Best automation software for IT professionals: ServiceNow
- Best software for bilingual and global teams: HappyFox
- Best AI-powered customer service software: Intercom
- Best software for customer feedback and surveys: Qualtrics CustomerXM
- Best omnichannel customer service software: Freshdesk
- Best software for automation in e-commerce: Gorgias
- Best software for CRM integration: Salesforce Service Cloud
What is customer service automation software?
Customer service automation software refers to technological solutions designed to streamline and enhance the efficiency of customer service operations. It has evolved to include almost every aspect of customer service in business. Examples of customer service automation software can include:
- AI-powered chatbots and virtual assistants that interact with customers in real-time, providing answers to frequently asked questions, helping with navigation on a website, or assisting in simple troubleshooting.
- Automated response tools to handle common customer inquiries. These might be based on pre-set templates or generated through AI and machine learning algorithms.
- Data analytics and reporting software collect and analyze customer interactions data to identify trends, measure performance, and improve service strategies.
- Email automation tools to efficiently manage and respond to customer emails using automated workflows, templates, and auto-responders.
- Self-service portals that offer customers access to self-help resources, like FAQs, user manuals, and forums, where they can find answers to their questions without direct interaction with a service agent.
- Ticket routing and management that automatically sorts and routes customer inquiries (tickets) to the appropriate department or customer service agent based on predefined criteria, improving response times and efficiency.
These days, AI tools like ChatGPT are all the rage, and so more and more customer service automation software is incorporating AI technology.
10 Types of automation software to explore
Customer service is such a key part of most businesses that any tool that can improve it is often worth the expense.
Whether you need to manage an expansive list of contacts, keep a large team connected, or ensure that you have the best live chat service on the market, you’ll find an automation tool that fits your specific needs.
1. Best shorthand automation software: TextExpander
This can create problems if every employee isn’t on the same page. Keeping messaging consistent and accurate, especially when working with your customers, is imperative to providing a seamless customer experience.
TextExpander singlehandedly solves this problem by creating detailed, professional emails and responses with just a few keystrokes entered by your employee.
Any business leaders that want to streamline their messaging both inside and outside of their organization can benefit greatly from TextExpander.
Leverage TextExpander customer service templates
With TextExpander, you can create templates for any type of text you need to send within your business. These templates streamline your responses, so your newest intern can send the exact same response to a customer that your marketing director can, all by typing in a few keystrokes.
This solves the problem of miscommunications among members of your team—not to mention the vast amount of time your team will save, drafting an entire email by typing a few keystrokes.
Key features of TextExpander
In the latest update, there are more refined features than ever before. These include ways to keep your team consistent and accurate, help them to work faster and smarter, and customize your standardized emails and other texts.
Some of the most useful team features of TextExpander include:
- Fill-in-the-blank snippets to create custom forms
- Built-in HTML, CSS, AutoCorrect, accented words, symbols, and emojis
- Snippet expansion in any application like your CRM, EHR/EMR, ATS, and more – it works wherever you work
- Access your snippets on all devices with your TextExpander user account
How is TextExpander priced?
Check out the four unique pricing options for TextExpander that would make a good match for you or your business. The app starts at just $3.33 per month, and each option includes a host of features that ensure that your writing will be fast and professional each and every time.
2. Best automation software with live chat: LiveAgent
When modern business leaders talk about how call centers are updated, this is the type of customer service software they should upgrade to.
LiveAgent is an all-in-one help desk software that’s used by Forbes, Airbus, and Nascar. It’s won awards for having the fastest live chat feature in the market and for its innovative system of managing tickets.
Any business that is still using a call center would benefit greatly from upgrading to LiveAgent. Also, if your office or phone lines are often overwhelmed by customer questions, LiveAgent is the perfect tool for managing them.
LiveAgent tools
Essentially, LiveAgent is comprised of an elaborate help desk, an advanced ticketing system, and the fastest live chat feature available.
The fact that these tools fully integrate with social media platforms is valuable as well. It means you can respond to followers directly from LiveAgent, rather than logging in to each individual platform.
Key features of LiveAgent
While LiveAgent definitely isn’t the only live chat service on the market, it has remarkable features that set it apart.
- Innovative ticketing system lets you manage all customer tickets from one location
- Automate your workflow through time, action, and SLA rules
- Create predefined answers to respond to frequent questions and issues
- Fully-customizable chat button that’s easy to use and implement
How is LiveAgent priced?
If you’re interested in giving LiveAgent a try, there are three pricing plans starting at $15 per month. A free option is also included with some limitations, so you can see what this tool is about without having to make a commitment.
3. Best software for managing large teams: Zendesk
Lead generation is a challenge for many businesses, and many of the traditional methods, such as cold-calling, are falling by the wayside. Zendesk makes lead generation easier, in addition to a wide array of additional customer service tools and features.
If generating leads is a constant need in your business, then odds are pretty high that Zendesk will work well for you. It also offers an innovative sales CRM called Zendesk Sell which has the goal of improving the productivity of your sales team.
Zendesk tools
Rather than a substitute for one function, Zendesk is an all-encompassing customer service platform. It’s an all-in-one source for lead generation, but also provides live chat, social media, and email integration.
Ultimately, Zendesk is a cloud-based desk management tool that performs a wide range of useful and customizable business functions.
Key features of Zendesk
- Fully integrated with apps like Google Analytics and Salesforce
- Customer service portal built from customizable tools
- Centralize your entire sales team with a one-stop CRM
- Track the history of your customers and prospects with ease
How is Zendesk priced?
While various review sites list the high price of Zendesk as its primary drawback, they do offer a free trial so you can purchase the software confidently after trying it.
4. Best automation software for IT professionals: ServiceNow
ServiceNow is a multi-faceted customer service software that is perfect for the right type of business. The tool seems perfect for IT businesses that must track and send out field agents to homes or businesses to make repairs or modifications.
ServiceNow is essentially four major customer service tools in one and it operates by automating digital workflows.
ServiceNow tools
Aside from the expansive field agent management tool, there are many benefits here that any business would find useful. These include automated financial service operations, field service management, and customer service management tools that provide a large boost in efficiency.
Businesses that use field agents are the ones who will get the most benefit out of this software. By effortlessly tracking different individual agents on a map, you can more efficiently direct employees to where they need to go. It’s easy to see how this tool can expedite field service calls, in addition to the many customer service features it offers.
Key features of ServiceNow
- Improve workforce management by connecting business processes
- Extend service capabilities by automating digital processes
- Improve retention with an innovative customer service interface and live chat feature
- Easily manage your team in the field, including their location and the tools they’re using
How is ServiceNow priced?
Pricing varies from company to company for ServiceNow, but you can visit their site and request a custom quote. By sending your email to the staff from the website, they’ll get in touch with you within two business days to answer your questions.
5. Best software for bilingual and global teams: HappyFox
In America alone, there are 350-430 languages that are commonly used, so it’s easy to see the value in a customer service tool that supports over 35 languages. This is especially true since globalization continues to be popular, and numerous businesses partner with overseas organizations for various purposes.
HappyFox is an innovative solution to customer service that’s perfect for businesses that often deal with various countries, cultures, and languages.
HappyFox tools
Highly beneficial for sales agents and customer service professionals, HappyFox offers a help desk, live chat, and the ability to help customers from anywhere in the world.
HappyFox also includes an elaborate ticket management system for handling customer questions and complaints. The reporting is automated and detailed and the entire suite is easy to use and integrate.
Key features of HappyFox
- Supports over 35 languages to help customers globally
- Automate your customer service processes to save time and reduce costs
- Easily manage tasks across your organization to complete tickets in record time
- View and analyze a variety of useful insights through detailed reporting
How is HappyFox priced?
Like many other types of business software, HappyFox is priced in four categories, ranging from $26 to $64 per month. Peruse their pricing page to see the features included under each plan and determine which may be perfect for your business.
6. Best AI-powered customer service software: Intercom
AI is the hottest topic in tech, with many asking if AI will replace customer service jobs. Intercom is at the forefront of this space, weaving AI technology throughout its suite of customer service and support tools. It markets itself as “The only AI customer service solution you need.” Heavy hitters like Atlassian, H&R Block, Microsoft, and Notion trust it.
Intercom tools
Intercom is an AI-centric all-in-one solution that combines a chatbot, ticketing system, and “proactive support.” Intercom’s live chat allows for real-time communication with customers on websites, mobile apps, and more, providing immediate support and fostering engagement. The platform includes AI-powered chatbots that can automate common customer queries, provide instant responses, route conversations to appropriate team members, and even qualify leads.
Key features of Intercom
- Includes a help desk system that organizes customer queries into tickets, making tracking, managing, and resolving customer issues easier.
- Businesses can send targeted and personalized messages based on user behavior, ensuring that communication is relevant and effective.
- Provides detailed customer profiles, including interaction history and user behavior, which helps personalize support and better understanding customer needs.
- Includes tools for creating and managing email campaigns, allowing businesses to engage with customers through another widely-used communication channel.
- Allows businesses to create a self-service knowledge base where customers can find answers to common questions, reducing the load on support teams.
How is Intercom priced?
Intercom starts at $39 per seat per month for the Essential package. The Advanced tier costs $99 per seat per month and the Expert tier goes up to $139 per user per month. Proactive Support Plus sends proactive support messages to customers for $499 per month for 3,000 messages.
7. Best software for customer feedback and surveys: Qualtrics CustomerXM
Qualtrics CustomerXM excels in gathering and analyzing customer feedback. It allows businesses to capture customer sentiments at various touchpoints and uses powerful analytics to derive actionable insights, making it ideal for businesses focused on customer experience.
Qualtrics CustomerXM tools
Qualtrics CustomerXM is a sophisticated customer experience management solution featuring a robust survey engine for designing and analyzing feedback surveys. It includes advanced analytics with predictive intelligence trend analysis and text analytics to glean insights from unstructured feedback like social media comments and emails. CustomerXM also provides a user-friendly dashboard for real-time insights, aiding quick response to customer trends. Additionally, its integration capabilities with CRM and ERP systems makes it a comprehensive tool for managing customer experiences effectively.
Key features of Qualtrics CustomerXM
- CustomerXM offers powerful tools for creating and deploying comprehensive surveys. These tools allow for a high degree of customization, enabling businesses to gather feedback on various aspects of the customer experience.
- It incorporates predictive analytics, helping businesses anticipate customer needs and behaviors.
- CustomerXM can analyze unstructured data from various sources like social media, emails, and call center transcripts, providing deeper insights into customer sentiment and feedback.
- The platform provides real-time dashboards and detailed reporting tools. These features help businesses to monitor customer feedback continuously and make data-driven decisions.
8. Best omnichannel customer service software: Freshdesk
Freshdesk offers a comprehensive omnichannel customer support experience, integrating email, chat, phone, and social media platforms. It benefits businesses looking for a unified platform to manage all customer interactions.
Freshdesk tools
Freshdesk offers a comprehensive customer support solution with a multi-channel helpdesk that centralizes customer conversations from email, phone, chat, and social media. Its intuitive ticketing system efficiently organizes and tracks customer issues. Freshdesk includes automation for smart ticket assignment and a knowledge base for self-service customer support. This suite of features makes it an effective tool for businesses aiming to streamline their customer support operations.
Key features of Freshdesk
- Allows management of customer queries from various channels like email, phone, chat, and social media in a unified platform.
- Includes features for automating ticket routing, responses, and escalations, improving response times and efficiency.
- Provides tools to create a knowledge base and FAQs, enabling customers to find answers independently.
- Facilitates team collaboration on complex issues with features like shared ownership and linked tickets.
How is Freshdesk priced?
You can start with Freshdesk for free for 10 or fewer agents. Beyond that, the Growth plan starts at $15 per agent per month, Pro costs $49 per agent per month, and the Enterprise plan is $79 per agent per month.
9. Best software for automation in e-commerce: Gorgias
Gorgias is specifically designed for e-commerce platforms. It integrates with major e-commerce sites and automates repetitive tasks like order tracking and returns while also providing comprehensive support ticket management.
Gorgias tools
Gorgias is an e-commerce-focused customer support platform that centralizes interactions from multiple channels into one dashboard. It offers automation for quick responses, integrates seamlessly with platforms like Shopify, and provides analytics for tracking customer service performance, making it a streamlined solution for e-commerce businesses.
Key features of Gorgias
- Gorgias seamlessly integrates with major e-commerce systems like Shopify, Magento, and BigCommerce, allowing access to customer order histories and preferences during interactions.
- It uses machine learning to automate responses to common queries and streamline the ticketing process, significantly reducing response times.
- Gorgias consolidates customer interactions from various channels such as email, live chat, phone, and social media into a single dashboard, making it easier to manage and respond to customer inquiries.
- The Gorgias platform provides detailed analytics and reporting capabilities, giving insights into customer support performance and helping to improve service strategies.
How is Gorgias priced?
Gorgias starts at $50 for month for the Basic tier with 300 tickets per month. Pro covers 2,000 tickets per month for $300, and Advanced includes 5,000 for $750.
10. Best software for CRM integration: Salesforce Service Cloud
Salesforce Service Cloud is renowned for its seamless integration with CRM systems. It offers a complete customer service solution with features like case tracking, social media integration, and a 360-degree view of the customer, enhancing both service efficiency and customer understanding.
Salesforce Service Cloud tools
Salesforce Service Cloud enhances customer service with integrated customer views, efficient case management, and automation tools. It includes a self-service portal and advanced analytics, all customizable to different business needs, streamlining customer support and providing valuable insights.
Key features of Salesforce Service Cloud
- Automates routine tasks and workflows, allowing customer service agents to focus on more complex inquiries.
- Offers customers a platform to find answers to common questions, reducing the volume of inquiries to support teams.
- Centralizes customer information from various channels for a comprehensive view of each customer’s history and interactions.
- Provides insights into customer behavior and support team performance, aiding in data-driven decision-making.
How is Salesforce Service Cloud priced?
Salesforce Service Cloud offers five tiers:
- Starter Suite: $25 per user per month
- Professional: $80 per user per month
- Enterprise: $165 per user per month
- Unlimited: $330 per user per month
- Unlimited+: $500 per user per month
Methodology
Here are the factors behind the customer service automation software we chose:
- Feature set and capabilities: We examined the range of features each vendor offers, such as AI capabilities, live chat functionality, omnichannel support, and integration with other systems (e.g., CRM, e-commerce platforms).
- User reviews and feedback: We evaluated reviews from sources like G2 and Capterra.
- Ease of use and user interface: Including the ease of setting up, navigating, and using the software daily. A steep learning curve can be a significant deterrent to adoption.
- Customization and scalability: How easily the software can be customized to fit the specific needs of a business and its ability to scale as the business grows. The best software should be flexible and adaptable.
- Integration capabilities: How well the software integrates with other tools and systems commonly used in businesses, such as CRM systems, e-commerce platforms, and data analytics tools.
- Cost-effectiveness: We examined the pricing structure of the software in relation to its features and benefits. This includes looking at the upfront costs, subscription fees, and any additional costs for support, training, or other features.
- Customer support and service: We evaluated the quality of customer support provided by the software vendor, including the availability of support, responsiveness, and the range of support channels (e.g., phone, email, live chat).
- Industry reputation and longevity: We considered the reputation of the software provider in the industry, including their history, stability, and the trust they have earned over time.
- Security and compliance: Does the software adhere to industry standards for data security and privacy and comply with relevant regulations?
- Innovation and Future-Proofing: The software’s track record for innovation and updates. Software that continually evolves to incorporate the latest technologies and best practices will likely remain effective in the long term.
A brief look at traditional customer service software suites
Traditional business automation software typically comes in the form of customer service suites. These are essentially a collection of modules that take over many of your business functions at once.
While these business suites can provide an advantage in some areas, they often also come with a hefty price tag and include a plethora of services you may not need. The problem arises when you like one or two features of the product, but are required to pay over a thousand dollars per month – especially for large customer service teams – for an entire suite of capabilities that you may not use.
As automation software evolves, we can see remarkable improvements in customization, price, and specificity in the features they offer. For example, if you need to improve your emailing and messaging function across your organization, you no longer need an expensive suite; simply get TextExpander and empower all of your employees to access top-quality content in record time.
Many individual services can be provided by specific automation products now, so overpriced traditional suites are no longer the only option.
Which businesses are traditional suites best for?
Some business owners with new start-ups may like the idea of a one-stop-shop for all of the services they’ll need. Although a traditional suite may have a high price tag for a new start-up, it also checks a lot of boxes and can seem like a tempting deal for customer service managers.
It’s only after time spent doing business that leaders know what areas need extra help. Perhaps your team is great at customer service on the phone, but their messaging is flawed and inconsistent in emails. Smart companies can do research to find the exact type of automated software that’s worthy of their investment.
How are traditional suites priced?
Traditionally, you’d have to purchase an entire business suite that included many options of varying usefulness. You might need a handful of features, but find that they’re only available by buying into a suite that features numerous modules. These were often expensive and would typically include a subscription-type fee, sometimes with cafeteria-style choices for the modules.
Popular examples of traditional business suites
HubSpot is a prime example of a leading business suite that provides many services. The three pricing options they provide for their customer service hub vary greatly but start at an affordable $45 per month at the Starter level.
Jumping to the middle tier though will cost $450 per month for five users at the Professional tier. Finally, for larger companies that need the Enterprise plan, you can expect to pay $1,200 for 10 users each month.
Note that there’s no bad answer in business–it’s more about finding the exact tools you need without wasting excess money. Some businesses do well with an all-encompassing business suite, while others can keep their costs low by choosing the specific tools they need to automate key customer services.
Spreadsheets are another key example. Some businesses still rely on an employee to manually enter data and macros into Excel. While Excel is a great traditional spreadsheet option, it simply can’t compare to an automation software like FlashSpread, which automates all of the spreadsheet processes at your business.
Overall, traditional methods are still widely used and can be useful to businesses that want many services at once. But it’s crucial to know that there’s less expensive automation software out there that may perform the exact service you need at a lower cost.
FAQs and related resources
Automation is a fairly new technology and there’s a lot of information out there for those who want to learn about it. Explore our FAQs to get answers to some of the most common questions related to customer service automation.
What is customer service automation?
Customer service automation is the process of effectively helping customers with the use of live chat features, automatic help desks, and other automated functions.
How do you automate customer service jobs?
By using technology that simplifies and automates one or more customer service functions, you’re essentially automating the job. Typically, the worker will still be required to do the task, but they’ll do it more efficiently using automation tools. This leaves time for real-time tasks, like talking directly to customers or searching for leads.
What is customer experience automation?
The act of automating any of the processes involved in customer service is customer service automation. A prime example is getting rid of call centers in favor of an automated help desk that utilizes live chat technology.
Customer service automation examples?
Each of the products in this list is a key example, and just about every customer service task can be automated. Common examples include an easy-to-use help desk, an automated ticket manager, instantly filling out customer forms, and automated responses to frequent questions via email.
What advantages are there to customer service automation?
The most noteworthy advantages of customer service automation include increased speed, efficiency, and ease of necessary processes. The ability to free up manpower for more creative tasks instead of filling out spreadsheets and typing out long, repetitive emails is a game-changer.
There are also many advantages for customers who interact with businesses that use automation. Instead of dealing with a tedious call center, customers can get responses instantly from a live chat service, for example.
Efficiency, reporting, and organization are also improved by customer service automation.
Disadvantages of customer service automation?
While automation offers real, significant advantages for business professionals, the main disadvantage is the high cost of some of these services. That said, if the software works well, it will pay for itself with its benefits.
It could also be said that the software still requires the human touch to not only make it work but to understand the results. However, it should be noted that business automation is still in its earliest stages. Time will tell how advanced and commonplace automation becomes in the future.
