Top 10 Customer Service Software for Small Businesses in Nigeria

Top 10 Customer Service Software for Small Businesses in Nigeria

Customer Service Software

Two months ago, I lodged my first complaint with a software company. Like all large organizations, I was required to open a ticket, review related tickets submitted by past customers, and ultimately engage with a customer support representative via email. The good news is that my complaint was resolved in less than 48 hours. However, the bad news is that not many businesses have such efficient Customer Service systems in place.

Studies show that 73% of consumers will switch to a competitor after experiencing multiple negative incidents. As a startup, you rely on feedback from your customers, and, whether you like it or not, most of the feedback you receive is negative, as satisfied customers are too busy enjoying your product or service.

That’s why selecting the best Customer Experience (CX) system is essential for your company. But with so many options available, how do you choose? Fear not. In this article, we will guide you through the features to look for in a Customer Service system, how to use one effectively and provide recommendations for the best options available for small businesses in Nigeria. This is one of our small business series.

What is Customer Service Software?

Customer Service software, whether for IT or customer service, is a business tool that converts user issues into tickets, providing context and details.  

Customer Service systems offer a centralized platform for logging, ranking, and quickly resolving customer issues. Key features include ticket management, self-service portals, knowledge base management, automation, and reporting.  

In simpler terms, a helpdesk Customer Service system centralizes your customer queries from multiple channels like email, live chat, and social. It assigns, tracks, and enhances collaboration on these queries, ensuring no customer conversation is overlooked. 

Features You Should Find in a Good Customer Service System

1. Organization and Prioritization: Look for a Customer Service system that allows you to categorize and prioritize support tickets. This feature ensures that critical issues are addressed promptly.

2. Unified Communication: The Customer Service system should be able to combine customer interactions from different channels (like email, chat, and social media) into one place, making it easier to understand and keep the conversation going.

3. Queue and Assignment: An effective system automatically organizes tickets, either by priority or on a first-come, first-serve basis. This ensures that no request goes unresolved. 

4. Communication and Collaboration: The system should support internal collaboration through features like ticket escalation, private notes, and internal messaging, allowing multiple agents to work on the same ticket seamlessly. 

5. Reporting and Analytics: It should offer customizable analytics for tracking metrics such as resolution percentages, SLA compliance, customer satisfaction, and agent productivity. This helps in performance assessment and process optimization.

6. Privacy and Security: Ensure the system complies with data privacy regulations and offers encryption for handling sensitive customer data. 

7. Data Analytics: Look for systems that provide insights into common pain points in your products or services, helping you address issues more effectively. 

8. Productivity: The system should help your customer service agents stay organized, allowing them to focus on resolving tickets efficiently. 

How to Choose a Good Customer Service System

1. Understand Your Needs: First, assess your business requirements. Determine the volume of support requests, the channels through which customers reach out, and the specific features you need. All these should play significant roles in your choosing process.  

2. User-Friendly Interface: Opt for a system with an intuitive, user-friendly interface to ensure that your team can easily adapt to it. If it takes more than 30 minutes to understand the basic features, it’s probably too complicated.  

3. Customization: Choose a system that allows you to tailor the Customer Service process to your specific needs, from categorization to automation rules. Remember, the system is here to serve you and not the other way around.  

4. Multi-Channel Support: Ensure the system can handle customer interactions from various communication channels, providing a seamless experience. 

5. Automation and Integrations: It’s the 21st century. Look for automation features that can help in the efficient handling of routine tasks and responses, saving time and effort. Also, check if the system integrates well with your existing tools and software, such as your knowledge management solution and email service. 

6. Scalability: Consider the system’s ability to grow with your business. It should accommodate increasing volumes of support requests without compromising performance. 

7. Security: Verify that the Customer Service system offers security measures to protect sensitive customer data and comply with privacy regulations 
 

Top 10 Customer Service Software’s for Small Businesses in Nigeria

1. Hiver

Hiver is described as a Gmail-based Customer Service system that serves various teams, including customer support, finance operations, HR, and IT.  

It offers multiple functionalities, such as email Customer Service, and enhances customer engagement across various communication channels, including live chat, knowledge base, voice, email, and WhatsApp.

Honestly, its key advantage is its integration with Gmail, making it highly intuitive to use and eliminating the need for learning a new tool.  

Key features of Hiver

  1. Email Management: Hiver allows users to transform individual emails into collaborative tasks, assigning them to designated team members for accountability and timely resolutions. 
  1. Collaboration: It offers features like email tags, notes, and @mentions to facilitate seamless collaboration among co-workers. It also allows for saving canned responses as email templates for faster and improved customer responses. 
  1. Analytics and Reporting: Hiver Analytics provides real-time actionable insights, including various types of reports such as Conversation Reports, User Reports, Tag Reports, CSAT Reports, and Custom Reports. 
  1. Automation: The system automatically assigns conversations to team members based on their skills and can automate email assignments in a Round-Robin manner to ensure a fair workload distribution. 
  1. Integrations: Hiver seamlessly integrates with a suite of apps, from Aircall to Jira, enhancing its functionality and providing a unified workspace. 
  1. Knowledge Base: It provides a centralized Knowledge Base that enables businesses to create and maintain a library of helpful articles, empowering customers to self-serve and find solutions independently. 

Hiver pricing

Hiver offers three pricing plans: 

  • Lite plan: $15/user/month 
  • Pro plan: $39/user/month 
  • Elite plan: $59/user/month 

It also provides a free trial period of 7 days for users to test the software before committing to a plan. 

2. Zoho Desk

You’ve probably already heard of Zoho. But if you haven’t, Zoho Desk is a user-friendly help desk solution that centralizes communication across multiple support channels, including phone, email, live chat, SMS, and social media.  

It is considered as one of the most cost-effective options for small businesses and offers a freemium plan. It comes with features such as ticket views, ticket assignment, auto-tagging of tickets, and integration with other tools.

Key Features of Zoho Desk

  1. Work Modes: Zoho Desk provides various ticket views that categorize tickets based on priority, due date, and status, helping support agents efficiently manage their workload. 
  1. Ticket Assignment: It eliminates manual ticket assignment by allowing the setup of Round Robin to distribute tickets equitably among agents. 
  1. Auto-Tag Tickets: Zoho Desk’s AI-powered assistant, Zia, automatically identifies the sentiment behind each ticket and assigns tags to make it easier for agents to identify and reference tickets. 
  1. Knowledge Base: Users can create a knowledge base containing FAQs and help articles for internal and external use. 
  1. Forums: Zoho Desk can create forums for customer discussions and solutions. 
  1. Self-Service Portals: For those with different brands, Zoho Desk allows the creation of distinctive self-service portals for multiple customer groups. 
  1. AI Assistant (Zia): Zoho Desk’s AI assistant, Zia, helps support representatives by providing relevant solutions from the knowledge base to use in ticket responses. 

Zoho Desk Pricing

Zoho Desk offers five types of pricing plans: 

  • Free Plan 
  • Express: $7 per month per user 
  • Standard: $14 per month per user 
  • Professional: $23 per month per user 
  • Enterprise: $40 per month per user 

3. Proprofs

ProProfs Help Desk is also a cost-effective help desk software for small businesses that balances affordability with powerful help desk features. It allows agents to monitor customer communications on various channels, prioritize urgent issues, and automate customer service with chatbots.  

Key Features of Proprofs

  1. Proactive Live Chat Greetings: ProProfs Desk allows sharing proactive live chat greetings with website visitors. 
  1. Access Control: It offers control over help desk access with agent roles and permissions. 
  1. Agent Collision Alerts: Agents are alerted to avoid sharing duplicate replies. 
  1. Customer Experience Monitoring: Features include tracking ticket response time, resolution time, agent ratings, CSAT, and NPS surveys. 
  1. Knowledge Base: Reduces ticket volume by up to 80%. 

Proprofs pricing 

ProProfs Help Desk is priced at $30 per user/month. 

4. Freshdesk

Freshdesk is a cloud-based, customizable Customer Service system suitable for both customer-facing and internal help desk solutions. It offers features such as ticket creation and management, automated responses across various channels, incident and asset management, ticket response time tracking, and reporting. 

But what makes Freshdesk stand out, is its scalable automation and auto-ticket assignment capabilities. 

Key Features of Freshdesk

  1. Omnichannel Support: Freshdesk allows for fast and consistent customer service across multiple channels, including email, phone, chat, WhatsApp Business, and social media, all from a single view. 
  1. Automation: Users can cut down on manual and repetitive tasks using advanced automation rules, improving customer query resolution without increasing agent headcount or support budgets. 
  1. CSAT Tracking: Customizable analytics and reports help track team performance, identify bottlenecks before they become major issues, and monitor CSAT goals. 

FreshDesk Pricing

  • Free Plan: Suitable for up to 10 agents. 
  • Growth Plan: Priced at $15/agent/month when billed annually or $18/agent/month when billed monthly. It includes features like automation, collision detection, marketplace apps, SLA management, customizations, and more. 
  • Pro Plan: Priced at $49/agent/month when billed annually or $59/agent/month when billed monthly. It adds advanced automation, multiple products, collaboration tools, and more. 
  • Enterprise Plan: Priced at $79/agent/month when billed annually or $95/agent/month when billed monthly. This plan is fully featured with bots for enterprise-level support, including advanced automation and other features. 

5. Intercom 

Intercom is a conversational software that offers a chat support tool to enhance sales and customer success. It provides direct access to representatives, customer self-service, and proactive support through chat, pop-ups, and banners.

Key Features of Intercom

  1. Customer Tickets: Transition seamlessly between conversations and tickets, allowing for efficient issue resolution without losing context. 
  1. Back-Office Tickets: Facilitate collaboration among back-office teams with separate tickets for internal communication and private notes. 
  1. Tracker Tickets: Manage multiple customer-related conversations with a single ticket, enabling centralized collaboration. 
     

Intercom pricing

Intercom’s pricing is stated as $65/month or more. 

6. Kustomer

Kustomer emphasizes the idea that legacy CRMs were originally built to manage cases, not customers. Kustomer aims to provide operational solutions and modern communication tools without the need for additional costs, enabling your business to deliver quality support. 

Key Features of Kustomer

1. Customer Service: As the name implies, Kustomer focuses on delivering omnichannel support and offers a 360° view of customers to empower agents. 

2. Self-Service: The platform incorporates AI and automation to automate a significant portion of customer interactions while maintaining quality. 

Kustomer pricing

Kustomer offers two pricing plans: 

1. Enterprise Plan: Priced at $89 per user per month, it includes features like multi-channel communication, voice provider integration, proactive service, actionable integrations, and more. 

2. Ultimate Plan: Priced at $139 per user per month, this plan includes all the features of the Enterprise plan, plus additional features like real-time user supervision, enhanced routing, live agent auditing, unlimited collaboration users, and more.

7. Happyfox

HappyFox combines the capabilities of a robust Customer Service system, knowledge base, and community forums to streamline support processes.  

It allows for the conversion of various types of customer requests (email, phone, chat, web) into tickets and centralizes their management.  

One thing current customers love about HappyFox is that it’s highly customizable, allowing users to create custom fields for additional ticket information, personalize workflows, and enhance the support experience. 

Key Features of HappyFox

1. Simplify Ticket Creation: HappyFox offers ticket templates to simplify the creation of tickets for repetitive issues. 

2. Task Management: It enables the breakdown of complex tickets into manageable tasks. 

3. Knowledge Base: Users can create a public knowledge base to help customers find solutions on their own. 

4. Automation: HappyFox incorporates chatbots to automate support processes. 

5. Integration: It integrates with popular apps like Slack, Salesforce, Shopify, and more. 

HappyFox pricing

1. Mighty Plan: Priced at $26 per agent per month, it includes features like omnichannel ticket creation, SLA management, knowledge base, and more. 

2. Fantastic Plan: Priced at $39 per agent per month, it includes everything in the Mighty plan, plus multi-brand helpdesk, SLA breach notification, and other features. 

3. Enterprise Plan: Priced at $52 per agent per month, it includes features from the Fantastic plan, as well as proactive agent collision, task management, and asset management. 

4. Enterprise Plus Plan: Priced at $64 per agent per month, it includes all the features of the Enterprise plan, along with agent scripting, 2 TB attachment store, and more.  

These plans require a minimum of 5 help desk agents, and non-profit and educational organizations may be eligible for discounts. HappyFox also offers different billing cycles, including monthly, annual, 2-year savings plans, and 3-year contracts billed annually. 

8. Visionhelpdesk 

Vision Helpdesk is a versatile cloud-based Customer Service system that streamlines ticket management with rule-based criteria. It can record conversations across various communication channels, including social media, emails, live chat, web portals, and calls.  

Vision Helpdesk is suitable for both customer service and IT teams and offers heightened security measures for customer data. 

Key Features of Visionhelpdesk

1. Simplicity: It simplifies the ticket management process by automating multiple ticket operations, such as updating status, department, priority, and other ticket properties. 

2. Gamification: Vision Helpdesk offers gamification features to transform the help desk into a fun and engaging experience for agents, including agent achievement levels and quests. Doesn’t that sound like something HR would love? 

3. Task Management: Users can create, assign, and track tasks for multiple agents with the ability to post comments and receive progress notifications for effective collaboration. 

Visionhelpdesk pricing

1. Starter Help Desk: Priced at $12 per user per month. 

2. Pro Help Desk: Priced at $20 per user per month. 

3. Satellite Help Desk: Priced at $24 per user per month. 

4. Pro Service Desk: Priced at $32 per user per month. 

5. Enterprise Service Desk: Priced at $48 per user per month. 

A Free Trial of 30 days is available for users to try out the service before committing.  

Customers looking to remove the “Helpdesk by Vision Helpdesk” branding may need to pay a one-time fee of $500 USD. 

9. LiveAgent  

LiveAgent is a comprehensive help desk software that enables you to engage with your audience on various communication channels.  

KeyFeatures of LiveAgent

1. Automated Ticket Assignment: LiveAgent allows you to automatically assign and route tickets to the relevant team members, streamlining the ticket management process. 

2. Ticket Tags: You can use ticket tags to distinguish between different types of tickets, making it easier to organize and prioritize support requests. 

3. Spam Filtering: LiveAgent includes automated spam filtering to help you avoid spam messages and emails, ensuring that your support team focuses on genuine customer issues. 

4. Canned Responses: Create canned responses to quickly resolve common customer issues, improving response times and efficiency. 

5. Private Notes: Attach private notes to help desk tickets to provide context to other agents, facilitating better collaboration and issue resolution. 

LiveAgent pricing

1.Small Business Plan: Starting at $9 per agent per month (billed annually) or $15 per month (billed monthly). 

2. Medium Business Plan: Starting at $29 per agent per month (billed annually) or $35 per month (billed monthly). 

3. Large Business Plan: Starting at $49 per agent per month (billed annually) or $59 per month (billed monthly). 

4. Enterprise Plan: Starting at $69 per agent per month (billed annually) or $85 per month (billed monthly). 

10. Cayzu 

Cayzu is a cloud-based help desk Customer Service platform designed to assist small businesses in streamlining their customer support processes.  

Key Features of Cayzu

1. Ticket Assignment and Management: Cayzu allows you to create custom rules for ticket management and prioritization, ensuring that each ticket is directed to the right team member. 

2. Tagging: You can organize your help desk tickets using tags, which helps categorize and sort requests for better organization and tracking. 

3. Private Notes: Collaborate with your internal team members using private notes within the system, facilitating efficient communication and issue resolution. 

4. User Roles and Permissions: Cayzu enables you to create roles and assign permissions to agents, giving you control over who can access and manage specific functions. 

5. Surveys: Monitor the customer experience (CX) with surveys, allowing you to gather valuable feedback and improve your service based on customer input. 

Cayzu pricing

Basic: Starting at $4 per user per month. 

Other prices are calculated based on the number of agents on your team.

Why do You Need a Customer Service Software? 

To help stay Organized

Your level of scalability is directly proportional to how organized the systems in your business are.  Solving multiple problems without a systematic approach can lead to disorganization, confusion, longer response times, and reduced productivity.  

Using tools like an AI-powered Customer Service system introduces a priority standard to organize support tickets. This results in more productive support teams and happier customers due to faster support.

Ease of access to past data and Threads 

A Microsoft survey revealed that over 75% of consumers expect customer support to have a history of their previous purchases and interactions with support representatives. However, many customers are upset because agents often don’t know about previous interactions, making problem-solving tough. 

The top Customer Service systems work well with your other apps. For instance, your Customer Service software gathers all your communication into a single conversation, especially if you support customers through different channels. Customers can switch between channels while fixing an issue using a ticket number, without starting over. Even if another agent takes over, the conversation keeps going from the original ticket. 

Queue and Assign Requests 

Many online Customer Service systems prioritize tickets automatically. This puts higher-priority tasks at the front of the line but can leave lower-priority ones unattended, causing delays and service agreement issues. A better way is to handle tickets in the order they come, ensuring all customer requests get the attention they deserve. 

Improve Communication and Collaboration 

Customer Service systems promote teamwork by allowing for ticket escalation to senior employees, adding private notes for context, and enabling internal messaging for reps.  

This communication and collaboration ensure that multiple agents can work together to resolve the same ticket. Integration with your knowledge management solution and email service is crucial so support teams can quickly find answers without leaving the chat. 

Tracking Thousands of Tickets 

For medium to large businesses dealing with a high volume of customer and employee service requests, using email alone isn’t practical. An automated Customer Service system efficiently manages tickets by accepting them, categorizing their types, assigning them to the appropriate teams, sending reminders, and closing tickets with customer responses. 

Enhanced Productivity 

Customer Service systems boost the productivity of customer service agents by offering a organized view of their tasks. Agents can efficiently handle multiple tickets without having to search through email inboxes for assignments.

Conclusion

The right Customer Service system can significantly improve your ability to manage customer inquiries, collaborate efficiently, and analyze performance.

When you decide to move from trial or open-source Customer Service systems to paid solutions, you gain access to premium features and dedicated service levels. It’s essential to consider your business needs and budget to choose the right Customer Service system for your organization.  

Many businesses opt to use their CRMs for Customer Service purposes. And it’s easy to fall into the “save-cost” mentality. However, while a CRM includes Customer Service features, it extends beyond Customer Service to focus on broader business development. The choice between a CRM and a Customer Service system should be made based on your specific business requirements. 

Nevertheless, the right Customer Service software can be a game-changer for your business, enhancing customer support and contributing to your overall success. If you have any further questions or need guidance on selecting the right Customer Service software, feel free to reach out for assistance. Your success is our priority, and we’re here to support you on your journey. 

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