Transform customer service with conversational support software. Deliver seamless, personalized experiences through real-time interactions across multiple channels.
Utilize conversational support software to provide instant, personalized support. Automate routine tasks while resolving issues proactively to enhance customer satisfaction.
Engage customers in real-time with instant support and personalized assistance, enhancing customer satisfaction.
Automate responses to common queries and provide 24/7 support, freeing human agents to handle complex issues.
Manage interactions across multiple channels from a single platform, ensuring consistent and efficient customer service.
Access relevant customer information directly within the chat interface, enabling personalized and effective support interactions.
Imagine a world where customers receive instant, accurate, and friendly support at any time—this is what conversational support software makes possible. Combining automation with human-like interactions, businesses can offer seamless and enjoyable experiences for customers.
As technology progresses, the potential for conversational support to reshape customer service is limitless. The future of support is here, and it’s conversational!
Let’s dive deeper into the world of conversational support software, explore how it’s shaping the future of customer service.
Conversational support software is a tool that enables businesses to provide real-time assistance and personalized experiences to their customers through various digital channels of communication. The customer support software aims to enhance the customer experience by offering prompt responses to their queries and concerns.
Offering 24/7 support across multiple platforms allows businesses to significantly improve response times and customer satisfaction. The technology also ensures seamless escalation from automated responses to human intervention when needed, guaranteeing that complex issues receive appropriate handling.
Key objectives:
1. Improved customer engagement: Conversational support software drives engagement with instant, personalized responses, boosting customer loyalty.
2. Seamless omnichannel experience: It ensures consistent, easy-to-access support across all communication channels for a smooth customer experience.
3. Automation of routine tasks: AI-powered chatbots handle repetitive tasks, freeing teams to focus on delivering superior service.
4. Personalized customer support: By analyzing customer data, it offers tailored recommendations, enhancing customer satisfaction.
5. Proactive issue resolution: Machine learning identifies and resolves potential issues before they escalate, ensuring better customer experiences.
Conversational support software has revolutionized the way companies interact with their customers. Here are some of the best conversational support software options available:
| Software | Key Features | Price |
|---|---|---|
| Omni24 |
|
$34/agent/month |
| Veemo |
|
$34/agent/month |
| Intercom |
|
$39/month |
| Drift |
|
$50/month |
| Tidio |
|
$19/month |
| LiveChat |
|
$16/agent/month |
| Olark |
|
$19/agent/month |
| HubSpot Service Hub |
|
$45/month |
| Help Scout |
|
$20/user/month |
| Freshchat |
|
$15/agent/month |
Conversational support tools enable customer interactions in a more natural way, providing efficient support. Let’s look into its features that make it such a valuable asset for businesses:
Live chat is the cornerstone of conversational customer service software. It allows businesses to engage with customers in real-time, providing immediate assistance while also resolving issues quickly.
The interface typically includes features like visitor tracking, which shows agents information about the customer’s journey on the website before initiating the chat. This context helps agents provide more personalized and effective support.
Businesses can also share files, route chats to ensure every customer is directed to the most appropriate agent based on their skills. Many platforms offer canned responses for common queries, helping agents respond more quickly and consistently.
Chatbots have become increasingly sophisticated, leveraging artificial intelligence and natural language processing to understand as well as respond to customer queries.
The bots handle a wide range of tasks, from answering frequently asked questions to guiding customers through complex processes. AI chatbots can operate 24/7, providing instant responses and freeing up human agents to focus on more complex issues.
These chatbots also learn from interactions over time, improving their responses and becoming more effective. A few conversational customer service platforms create customer chatbot flows to keep their brand voice intact while also aptly addressing customer needs.
A robust knowledge base is crucial for effective self-service and many conversational support platforms integrate this feature seamlessly.
When integrated with live chat or chatbots, the knowledge base can be used to suggest relevant articles to customers based on their queries. The integration helps businesses analyze the conversation in real-time to recommend the most relevant help articles.
A conversational support solution is all about allowing agents the free flow of conversations with the customers. It becomes easy to insert links to knowledge base articles directly into the chat which eventually enhances the support experience.
Modern customers expect to receive support through their preferred channels, whether that’s email, social media, SMS, or messaging apps.
Conversational support software often provides omnichannel capabilities, allowing businesses to manage all these interactions from a single platform. It also includes a unified inbox, where agents can view and respond to messages from all channels in one place.
The software also often includes channel-specific tools, such as social media monitoring or email ticketing systems, integrated into the main platform.
To provide truly personalized support, agents need access to relevant customer data. Many conversational support platforms offer built-in customer relationship management (CRM) features or integrate with popular CRM systems.
The integration allows agents to see a customer’s purchase history, previous support interactions and other relevant data directly within the chat interface. It helps for visitor tracking, which shows the customer’s journey on the website, providing valuable context for support interactions.
Comprehensive analytics are essential for optimizing support operations. Conversational support software typically includes robust reporting features that provide insights into key metrics such as response times, customer satisfaction scores and chat volume.
Advanced analytics features might include sentiment analysis, which automatically detects the emotional tone of customer messages and allows for easy categorization of support interactions. You also get to customize dashboards to focus on only crucial metrics.
Automation features help streamline support operations, improving efficiency and consistency. These usually include automated ticket routing, which directs inquiries to the most appropriate agent or department based on predefined rules.
Many platforms offer customizable workflows, allowing businesses to automate repetitive tasks. For example, a workflow might automatically send a follow-up email to a customer a day after their chat interaction, or escalate a ticket if there’s no response within a certain timeframe.
Conversational support solutions work through a combination of AI technology, chatbots and human interaction. Here is a step-by-step breakdown of how it typically operates:
When a customer visits a website or mobile app, they are presented with an option to engage in a live chat. They can either click on the chat icon or prompt from the support software or initiate the conversation themselves.
An automated chatbot handles customer inquiries during initial conversations. These are pre-programmed with common questions/answers and respond based on the information available. They also use NLP to understand more complex queries and provide relevant answers.
If the chatbot is unable to resolve the issue or the customer specifically requests human assistance, the conversation is escalated to a human support agent. Conversational support software has a routing system that directs inquiries based on predefined rules or AI algorithms.
Once connected to a human agent, the customer and the agent communicate in real-time through the chat interface. The agent can respond to queries, provide information, offer solutions, or guide the customer through step-by-step instructions.
The analytics features help businesses track and measure customer interactions. It provides insights into customer satisfaction, response times, agent performance, etc. The software integrates with a knowledge base, allowing agents to access information quickly and provide accurate answers.
One emerging trend in customer support is the use of conversational support tools.
Best conversational support software for all-in-one solution
Omni24 is a well-established player in the customer experience software market. Its conversational support offerings are part of a larger suite of customer service tools, making it ideal for businesses looking for an all-in-one solution.
Software includes powerful conversational support tools. Omni24 provides a unified platform for managing customer interactions across multiple channels.
Key features:
Pricing: Omni24’s pricing starts from $29/user/month and goes up to $149/user/month based on the features along with add-ons. All plans come with a 14 days free trial.
Top conversational customer support software for every business kind
Veemo is a modern messaging software that helps businesses engage with customers across web, mobile and social messaging apps. The platform offers a suite of products for support, sale and chat.
Software specializes in AI-powered conversational solutions, offering a platform that can handle complex customer interactions at scale. It’s particularly suited for enterprises with high volumes of customer conversations.
Key features:
Pricing: Veemo’s pricing plans start from $29/user/month and go up to $129/user/month based on the features as well as add-ons. The software pricing is also customizable as per business requirements. Signup here!
Intuitive conversational support tool with targeted messaging
Intercom is a comprehensive customer communication platform that offers a range of tools for conversational support, including live chat, chatbots and targeted messaging. It’s particularly well-suited for businesses looking to provide proactive customer support across multiple channels.
Key features: Intercom offers real-time chat, a shared team inbox and customer data insights. It integrates with numerous third-party tools and provides customizable workflows to streamline support processes.
Price: Intercom’s pricing starts at $39/month for very small businesses. Custom pricing is available for larger enterprises.
Ultimate conversational support solution for marketing and sales
Drift focuses on conversational marketing and sales but also offers robust support features. It’s known for its AI-powered chatbots and ability to qualify leads through conversations, making it an excellent choice for B2B companies.
Key features: Drift provides AI chatbots, live chat, video messaging, email automation and meeting scheduling. It offers advanced lead routing features, along with CRM integrations.
Price: Drift’s pricing is custom-based, but reports suggest it starts around $400/month for small teams and can go up to $1500/month or more for larger organizations.
Smart conversational service platform for ecommerce
LiveChat is a feature-rich live chat and help desk software that focuses on providing excellent real-time customer support. It’s particularly popular among e-commerce businesses.
Key features: LiveChat offers real-time visitor monitoring, chatbots, targeted messages and a ticketing system. It also integrates well with various ecommerce platforms while offering advanced analytics, custom reporting and more.
Price: LiveChat’s plans range from $16 to $50 per agent per month.
Best conversational customer service tool for small businesses
Olark is a straightforward, easy-to-use live chat software that’s great for small to medium-sized businesses. It focuses on simplicity and ease of implementation.
Key features: Olark provides chat ratings and visitor insights. It offers team management features, detailed reporting and other help desk tools integrations.
Price: Olark’s pricing starts at $19/agent/month when billed annually with custom plans available for larger teams.
Great conversational support platform for live chat
Tidio is an all-in-one customer service platform that combines live chat, chatbots and email marketing. It’s particularly well-suited for small businesses and startups due to its user-friendly interface along with affordable pricing.
Key features: Tidio offers AI chatbots, multi-language support and email marketing tools. It provides visitor tracking, customizable chat widgets and integrations with various e-commerce platforms.
Price: Tidio has a free plan for basic features with paid plans starting at $18/month for chatbots and $29/month for live chat.
Best conversational customer service solution for large enterprises
HubSpot Conversations is part of HubSpot’s broader CRM platform. It offers conversational support tools that integrate seamlessly with HubSpot’s marketing, sales and service hubs.
Key features: HubSpot Conversations provides live chat, team email and a shared inbox. It offers conversation routing, saved responses and deep integration with HubSpot’s CRM for contextual customer information.
Price: HubSpot’s more advanced features are available in their paid plans, which start at $45/month and go up to $1,200/month for the Enterprise plan.
Best conversational support software for powerful collaborations
Help Scout combines email-based support with live chat capabilities. The platform offers a unified inbox for managing all customer communications. It includes powerful collaboration tools for support teams and detailed reporting features. The software emphasizes creating personal connections with customers while maintaining efficiency.
Key Features: Shared inbox, live chat, knowledge base integration, workflow automation, and customer satisfaction tracking tools.
Price: Starting at $20/user/month. Custom enterprise solutions available with advanced features.
Top conversational support software to enhance customer engagement
Freshchat focuses on modern messaging-first customer engagement. It combines AI-powered chatbots with human support to provide efficient customer service. The platform offers intelligent routing capabilities, ensuring queries reach the right team members. Its campaign management features allow businesses to proactively engage customers through targeted messaging.
Key Features: IntelliAssign routing, custom bot workflows, event-triggered campaigns, team collaboration tools, and advanced analytics for performance tracking.
Price: Starting at $15/agent/month. Custom pricing for enterprise. Free plan available for small teams.
Conversational support tools enable businesses to engage with customers in a more conversational manner. But why do you actually need these tools? Let’s find out!
1. Instant and personalized assistance: Conversational support software enables businesses to provide immediate and customized support to customers. With features like chatbots and live chat, customers have their queries resolved in real-time, enhancing their overall experience.
2. 24/7 availability: Unlike traditional customer support methods, conversational support software is available round the clock. It allows businesses to cater to customers from different time zones and provides a greater level of convenience.
3. Increased efficiency and productivity: Automating repetitive tasks and FAQs, conversational support software enables customer support teams to focus on more complex issues. It improves their efficiency, resulting in faster response times and higher customer satisfaction.
4. Data-driven insights: The software collects valuable data on customer interactions and preferences. This data can be analyzed to identify patterns, trends and areas for improvement, helping businesses make data-driven decisions to enhance their customer support strategies.
Conversational support platforms have become increasingly popular with businesses striving to provide better customer service. Let’s explore these platforms use cases and how they engage.
1. Customer Service
One of the most common use cases for conversational support platforms is customer service. These platforms provide customers a convenient access to support agents who can assist with product inquiries, troubleshooting and issue resolution. Chatbots can handle simple queries and FAQs, while human agents can take over more complex issues when needed.
2. Lead Generation
Conversational support platforms can also be used for lead generation and customer acquisition. By engaging with website visitors in real-time and guiding them through the sales process, businesses can convert more leads into customers. Chatbots can qualify leads, provide product information and even schedule appointments/demos.
3. E-Commerce Support
For e-commerce businesses, conversational support platforms enhance the online shopping experience and drive sales. Chatbots can assist customers in finding products, completing transactions and tracking orders. These platforms provide personalized product recommendations based on customer preferences and browsing history.
4. Onboarding and Training
Conversational support platforms can also be used for employee onboarding and training. Chatbots can deliver training materials, answer common questions and provide guidance to new hires. It streamlines the onboarding process and ensures that employees have the information they need to succeed in their roles.
5. Feedback and Surveys
Conversational support platforms can be a valuable tool for collecting customer feedback and conducting surveys. Chatbots can engage with customers after a support interaction or purchase to gather feedback on their experience. The data can be used to identify areas for improvement and make informed business decisions.
Looking back at the evolution of customer service, conversational support software represents a significant shift in how we connect with businesses. What was once a lengthy and frustrating process is now streamlined as well as accessible.
As more companies adopt this technology, it’s clear that conversational software will continue to play a crucial role in shaping the future of customer interactions, offering both efficiency and personalized service on an unprecedented scale.
Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch
Conversational support software can integrate with a variety of other software to streamline processes and provide a seamless user experience. Some common integrations include customer relationship management (CRM) systems, help desk software, e-commerce platforms, social media platforms and email marketing tools.
When looking for the right conversational support software for your business, consider factors such as the scalability of the software, the level of customization it offers, the channels it supports (such as web chat, SMS, or social media), the pricing structure and the level of customer support provided by the vendor. Look for software that offers features such as chatbots, live chat, analytics and automation capabilities.
There are different types of conversational support software available, catering to various business needs and sizes. Some examples include live chat software, chatbot platforms, SMS support software, social media messaging tools and email response systems. Each type of software offers unique features and benefits, so it’s important to choose the one that best aligns with your business goals.
While conversational support software can provide numerous benefits, there are also risks associated with its implementation. Some potential risks include the risk of data breaches or security vulnerabilities, the risk of miscommunication or misunderstandings with customers, and the risk of relying too heavily on automation that loses the human touch in customer interactions. It’s important to carefully consider these risks and take steps to mitigate them when implementing conversational support software.
Conversational support software works by leveraging technology such as artificial intelligence, machine learning and natural language processing to facilitate conversations with customers. Chatbots can handle simple queries and provide quick responses. The software can gather data from interactions to improve responses over time and provide analytics to help businesses better understand their customers’ needs. Overall, conversational support software aims to enhance customer service, improve efficiency and drive business growth.
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