Customer service software

Updated: December 12, 2018

2018. Salesforce released new product - Customer 360



Customer 360 is a new software pulls the various customer data pieces together into a more unified view from the Salesforce product family. It is based on the technology from Salesforce's $6.5 billion Mulesoft acquisition.This should in theory allow the customer service representative talking to you on the phone to get the total picture of your interactions with the company, thereby reducing that need to repeat yourself because the information wasn’t passed on. The idea here is to bring all of the different products — sales, service, community, commerce and marketing — into a single unified view of the customer. And they allow you to do this with actually writing any code, according to the company.


2018. HubSpot added customer service tools to its marketing platform



HubSpot is expanding beyond sales and marketing with the official launch of its Service Hub for managing customer service. It includes an universal inbox for all your customer communications, a bot-builder to automate some of those customer interactions, tools for building a company knowledge base (which can then be fed into the bot-builder), tools for creating surveys and a dashboard to track how your service team is doing. ServiceHub benefits from being integrated with HubSpot’s existing products, allowing businesses to track their interactions with a customer across sales, marketing and support.


2018. ServiceNow created helpdesk-chatbot platform



ServiceNow unveiled new chatbot building tool called Virtual Agent that provides developers a way to create an automated bot-driven process for routine helpdesk requests. The company claims that you can build these bots to provide end-to-end service. Meaning if you tell the bot you need a new phone, it can pull your records, understand what you currently have and order a new one all in the same interaction — and all within a common messaging interface such as Slack or Microsoft Teams. It also works for customer service transactions to process routine customer inquiries without having to route them to a CSR to answer typical questions.


2016. Customer service app Freshdesk scores $55 million



Freshdesk has got $55 million to move beyond the pure customer service app. The company is looking to aggressively expand across the entire product line, and this money gives them plenty of space to do that.  While they don’t intend to build a data product like Zendesk recently announced, that doesn’t mean the company doesn’t have big plans to use the data it collects in its products to deliver smarter, more data-driven functionality. In fact, they have been working on adding more intelligence to their products in 2017, even before the new funding. Ideally, the software can assist the agent to take the most reasonable course of action to help a customer, whether that customer is external or internal.


2015. Salesforce released its next generation Service Cloud



Salesforce is updating its Service Cloud, which caters to customer service agents and their managers. The company released its new Service Cloud Lightning Console and a new Service Wave Analytics App with the promise it would help customer service agents do their jobs better through improved experiences and analytics. It gives service teams “deeper, more actionable insights” that could help service agents and managers optimize channels, improve agent efficiency and spot or address emerging trends. It includes KPIs like average handling time, customer satisfaction and first call resolution and connects to Service Cloud workflows and records. Analytics dashboards from Service Wave can give service agents a 360 degree view of the customer.