4 Best Open-source Call Center Software to Perfect Your Customer Support

Your business is only as strong as the workforce that you have powering it. Your team has to keep customers happy so that they are loyal and continue to take advantage of your products or services. However, this can be a very difficult task when you don’t have the right tools at your disposal. Thankfully, there are tools known as call center software (or contact center software) that helps automate the overall process to make things feel smoother and more streamlined.

When you have software like this, you can track and monitor the overall customer service experience, evaluate your employees and their performance, and also manage workflow. On top of this, many tools can be integrated even further.   With the right software, you can create a very strong workforce and tackle any problems that lie in your path. Here are four of the best open-source customer service software tools that you can use to take your customer support to the next level.

Zendesk

Zendesk is a wonderful tool for a number of different reasons. For starters, it gives call centers a lot of great perks to take advantage of. They can automate workflow with a simple ticket system and get detailed reports through their analytics system. Zendesk is also formatted to work with both mobile devices as well as a variety of channels to speak with customers. Some of these avenues include e-mail, social media, the web, chat, and the phone. The flexibility of Zendesk means that there are over 100 out-of-box applications that can be integrated as well, so you’ll never have to worry about compatibility issues. With a simple user web interface that can be applied to almost anything, there’s no wonder why so many people choose Zendesk.

WalkMe

WalkMe is a digital guidance system that eases users into a new interface by helping them with every step that must be taken. With WalkMe, users never feel lost because they are given helpful tips and pointers after each step. Like a virtual GPS unit, WalkMe helps people get to their destination, whether that is solving an issue or finding a certain page. It is the world’s first online guidance system, and the easy integration makes is a great tool for any website.

LiveChat

LiveChat was built from the ground up to help agents communicate better with customers. It can turn any rep into a rockstar because there are so many great tools that can be taken advantage of. For starters, it is very easy to implement and has a variety of themes that can be implemented. This includes fully customizable windows, buttons, logos, and colors. Users can also take pre and post aid surveys, both of which provide users with valuable data that can be used to move a website forward. You can even pull up visitor information, such as where they are and what keywords they use, to get the jump on service.

PME.Box

Lastly, PME.Box is a unique tool with truly unlimited potential. What does a person mean when they say “unlimited?” Well, with PME.Box, businesses get access to unlimited users, features, companies, backups, licenses, and web solutions. Everything is at your fingertips, and what you do with that power is up to you. On top of this, PME.Box is fully compatible with several different browsers and platforms, including mobile devices. Whether you are aiding a customer with a problem or have an issue of your own, PME.Box will help you find the right solution the first time around.

In the end, what you choose to use is up to you and your vision for the company. Each of the tools work very well and can drastically change the customer service game. It’s important to know what customers want and cater to those demands so that you are able to grow as a company and build a stronger customer loyalty foundation.

Stefanie Amini
is Specialist in Customer Success and chief writer and editor of I Want It Now, a blog for Customer Service Experts. Follow her @StefWalkMe