Top 10: Customer Support software

2019. Freshworks launches a load balancer for handling customer inquiries



Customer engagement software provider Freshworks has unveiled Omniroute, a new tool designed for customer service agents. Omniroute functions as a load-balancer, streamlining the routing of customer inquiries across multiple channels. Freshworks highlights the previous challenges faced by agents in transitioning between different types of inquiries and managers in effectively distributing the workload. Omniroute addresses these issues by automatically directing queries to the appropriate agent who possesses the necessary skills and availability, taking into account the specific nature of the inquiry. Notably, if you often find it frustrating when agents ask for your order number right after you've entered it into the system, Omniroute aims to alleviate this by displaying relevant information directly on the agent's screen.


2016. Zoho unveiled Zoho Desk - context-aware help desk software


Zoho Desk is not just a rebranding of Zoho Support; it is an entirely new customer support software that offers a comprehensive view of customer issues within the context of their previous activities and interactions. Having relevant contextual information about customers allows agents to provide better responses. Zoho Desk seamlessly integrates customer information from Zoho CRM into support tickets, enabling agents to have all the necessary details at their fingertips. The system also assists agents in automatically prioritizing support tickets based on customer interactions. Additionally, the software provides ticket filtering options based on criteria such as due time, status, or customer type. When additional assistance is needed, the Team Feed feature comes to the rescue, allowing users to seek help from their colleagues. Moreover, the @mentions feature allows for easy collaboration by involving another colleague in the conversation or assigning the ticket to the appropriate person.

2016. Zendesk introduced Zendesk Message



The prominent customer support software, Zendesk, has introduced a new feature called "Message." This messaging product enables businesses to actively engage with customers on their preferred messaging platforms. Initially, Zendesk Message integrates with Facebook Messenger. With a user-friendly interface and a focus on messaging, Zendesk Message streamlines the process of handling customer interactions. Recognizing that messaging conversations often occur in brief bursts, we have designed the system to enable agents to swiftly transition from one conversation to another while maintaining the ease of assigning, taking ownership of, and resolving conversations. Additionally, agents will find it effortless to refer to significant events within lengthy conversation streams using features such as the timeline.


2015. Sprinklr acquired social customer support service Get Satisfaction



Sprinklr, the provider of social media management services, is acquiring Get Satisfaction, the creators of a platform that enables businesses to connect with customers online and gather feedback on their websites. Get Satisfaction will be integrated into Sprinklr's larger cloud-based social media management business, known as the "Experience Cloud." This integration assists businesses in tracking feedback from individuals across various channels, including social media platforms and their own websites, encompassing approximately 25 potential feedback channels. This acquisition serves as an expansion for Sprinklr, as Get Satisfaction already collaborates with 1,000 businesses, including notable customers such as P&G, Rabobank, SugarCRM, and Service Rocket.