6 Best Customer Service Tools to Use in 2025

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Consider you've just purchased a shiny new product from your favorite online store. You're excited to take your purchase for a spin, but something's not quite right when you open the box. The product is damaged. You reach out to the store's customer service team for help.

Will you get the assistance you need quickly? Or will you be left waiting days to hear back from someone who doesn't care about your predicament? Fast and effective support can make your sour experience pleasant, especially if the customer service team is friendly and helpful.

Research shows that 88% of customers are less likely to shop with a business again after a bad experience, which goes down to 61% when the company provides good customer service. So, what's the secret to delivering excellent customer service? Having the right tools. This guide will introduce you to the six best customer service tools in 2025 and help desk best practices.

Brandwise's social media engagement software is one of the best customer service tools to improve your performance in 2025. Why? It helps you respond to customer inquiries on social media faster, so you can deliver the quick support customers crave.

What is a Customer Service Tool?

A customer service tool is software designed to help businesses manage and improve customer interactions across various communication channels. Customer service tools streamline customer service processes by offering features that facilitate faster response times, automation of routine tasks, and more personalized support experiences. They act as centralized hubs for customer interactions, eliminating the need for separate systems to manage phone calls, emails, live chat, and social media inquiries.

How Customer Service Tools Work

Customer service tools consolidate customer data and communication channels into one interface. This allows support teams to access customer histories, past inquiries, and notes, enabling them to provide informed and personalized responses. Many tools also use AI (artificial intelligence) to automate certain aspects of service, such as responding to frequently asked questions (FAQs), routing tickets to the appropriate department, and monitoring social media comments for negative feedback or spam.

For example, a social media management tool like Brandwise can automatically moderate comments on social media posts, hiding inappropriate or harmful remarks while generating intelligent replies. This allows businesses to maintain a positive brand image without spending hours manually responding to each interaction.

Different Types of Customer Service Tools

This section will also describe different categories of customer service tools, emphasizing their unique roles:

Helpdesk Software

Examples: Zendesk, Freshdesk

Purpose: Centralize support tickets across multiple communication channels (email, chat, phone, etc.).

Key Features: Ticket management, SLA tracking, and ticket automation.

Live Chat Tools

Examples: Intercom, Tawk. to

Purpose: Enables real-time customer conversations through chat windows on websites or apps.

Key Features: In-app messaging, proactive chat invitations, and AI chatbots.

Example: Brandwise

Purpose: Automates social media interactions by managing comments, messages, and user engagement.

Key Features: Comment moderation, intelligent responses, and social media analytics.

Knowledge Base and Self-Service Portals

Examples: Helpjuice, Document360

Purpose: Provides customers access to FAQs, guides, and articles to find answers independently.

Key Features: Searchable databases, customizable support articles, and AI-powered recommendations.

CRM-Integrated Support Tools

Examples: HubSpot Service Hub, Salesforce Service Cloud

Purpose: Integrates customer service with CRM (customer relationship management) systems to provide personalized support.

Key Features: Unified customer records, advanced analytics, and cross-department collaboration.

Why Customer Service Tools Are Necessary

Without the right tools, businesses risk delays in communication, mismanaged customer inquiries, and decreased customer satisfaction. Customers expect quick, accurate, and consistent responses across multiple platforms in today's fast-paced digital world. Customer service tools enable businesses to meet these expectations by:

Automating repetitive tasks

Examples include ticket assignments, automated replies, and routing messages to the right teams.

Centralizing communications

Tools ensure that all customer conversations—via email, social media, or chat—are stored in a single location for easy access.

Providing data-driven insights

Most customer service tools offer reports and analytics, helping businesses understand key metrics like average response time, customer satisfaction scores, and recurring issues.

Customer Service AI Tools

Help Desk System Features

Customer Service Desk

What Is Help Desk Software Used For?

Help Desk Management

Best Customer Support Software for Small Business

Benefits of Implementing Customer Service Tools in Your Business

1. Level Up Your Help Desk Efficiency with Automation

One of the most significant advantages of using customer service tools is that they streamline workflows and improve response times through automation. Businesses often face high customer inquiries, especially during peak times (e.g., holidays for e-commerce or product launches for SaaS companies). Managing these inquiries can be overwhelming without automation and lead to service delays.

How Automation Enhances Efficiency

Customer service tools automate many time-consuming tasks, such as:

Ticket Assignment

When an inquiry comes in, the tool can automatically route it to the appropriate team based on predefined rules (e.g., priority level, department, or issue type).

Chatbot Support

AI-powered chatbots can handle simple queries like order status updates or FAQ responses, allowing human agents to focus on more complex issues.

Response Templates

Agents can use pre-written responses to answer common questions quickly, reducing typing time and ensuring consistency.

Example

An online retailer using a helpdesk tool like Zendesk can reduce response times by 40% through automated ticket routing and pre-programmed FAQs. Similarly, Brandwise’s AI-driven comment moderation tool saves social media managers hours by automatically responding to or filtering out spam, allowing them to focus on genuine interactions.

2. Enhanced Customer Satisfaction

Customers expect quick, helpful, and personalized responses when they seek support. Delayed or inadequate responses can lead to frustration, negative reviews, and loss of trust. Customer service tools address these pain points by enabling businesses to provide faster, more consistent service.

Personalization and Real-Time Support

Personalized Customer Interactions

Many tools integrate with CRM platforms, giving support agents access to customer profiles, past interactions, and purchase history. This allows them to tailor responses to each customer.

Real-Time Engagement

Tools like live chat platforms offer immediate support, reducing wait times and increasing the likelihood of resolving issues during the first interaction.

Example

Research shows that businesses offering real-time chat support experience a 35% increase in customer satisfaction compared to those relying solely on email support. Tools like Intercom use proactive messaging to anticipate customer needs and boost satisfaction.

3. Data-Driven Insights

Customer service tools collect and analyze vast amounts of data from customer interactions. Businesses can use this data to identify trends, monitor performance, and make data-driven decisions to improve their operations and product offerings.

Key Metrics and Insights

Response and Resolution Times

Tools track how quickly agents respond to and resolve customer inquiries.

Customer Feedback

Tools often include built-in surveys to measure customer satisfaction (CSAT) and net promoter score (NPS).

Trend Analysis

Managers can identify recurring issues or frequently asked questions and proactively address them.

Example

A SaaS company using Freshdesk discovered through analytics that most of their support tickets were related to onboarding issues. Creating a knowledge base and improving onboarding documentation reduced ticket volume by 30%.

In the case of Brandwise, the tool identifies top customer concerns on social media by analyzing frequently asked questions in comments and messages. This insight helps businesses improve their social media content and engagement strategies.

4. Cost Savings

While investing in customer service tools may involve upfront costs, the long-term savings often outweigh these expenses. By automating repetitive tasks, businesses can reduce the need for significant support teams and optimize labor costs.

How Automation Reduces Costs

Reduced Headcount Needs

Automation can handle high volumes of basic queries, allowing businesses to scale without hiring additional support staff.

Improved Agent Productivity

Agents spend less time on repetitive tasks and more time on complex, high-value issues, increasing overall productivity.

Example

A mid-sized e-commerce company that implemented live chat automation saw a 20% reduction in labor costs within six months by automating common support queries. Tools like Brandwise help businesses cut costs by automatically moderating comments and handling repetitive social media interactions.

5. Scalability and Flexibility

As businesses grow, their customer service needs increase. Tools designed with scalability in mind can adapt to handle higher volumes of customer interactions without requiring significant changes to infrastructure or processes.

Adaptability of Modern Tools

Cloud-Based Platforms

Many cloud-based tools allow businesses to add new features or scale support operations without significant hardware investments.

Customization Options

Tools offer flexible workflows, integrations, and automation rules to suit business needs.

Example

A fast-growing SaaS startup initially used manual email support. As they scaled, they implemented HubSpot Service Hub, which allowed them to centralize support tickets and integrate live chat and knowledge base features. This scalability supported their growth without overwhelming their small team.

Similarly, Brandwise can handle increasing social media interactions without requiring additional social media managers, making it ideal for fast-scaling businesses.

6. Competitive Advantage

Providing exceptional customer service can set a business apart from competitors. Customer service tools enable businesses to deliver better support experiences that attract and retain customers, ultimately driving loyalty and repeat business.

Key Differentiators

Consistency

Automated workflows ensure that customers receive consistent service, regardless of the channel or agent they interact with.

Proactive Engagement

Tools that provide data-driven insights allow businesses to anticipate customer needs, creating a superior support experience.

Example

Companies with strong customer service capabilities report 60% higher customer retention rates than those without. Using tools like Brandwise, businesses can stay ahead of competitors by providing smooth social media engagement and personalized service.

For brands struggling with high-volume social media interactions, Brandwise offers an efficient solution to automatically hide negative comments, provide AI-generated responses, and gain a deeper understanding of customer engagement patterns. Try our social media engagement software for free for 7 days to grow your social media accounts rapidly!

Best Ticketing Tools

Freshdesk Alternative

Freshdesk vs. Spiceworks

Freshdesk vs. Zoho

Help Scout Alternatives

The Top 6 Customer Service Tools for 2025

Brandwise is an AI-powered social media management tool designed to handle high volumes of customer engagement on platforms like Facebook, Instagram, and Twitter. It automates comment moderation, helping brands maintain a positive public image by hiding inappropriate or harmful comments. It also generates intelligent replies to frequently asked questions (FAQs), saving time for social media managers.

Features of Brandwise

Automated comment moderation to manage negative feedback and spam.

AI-generated responses to FAQs and common inquiries.

Analytics for identifying top customer concerns and engagement patterns.

Consolidated dashboard for managing interactions across multiple social media accounts.

Use Case

Ideal for businesses that rely heavily on social media for customer engagement and brand building. Brandwise is especially useful for companies facing overwhelming comment volumes during marketing campaigns or product launches.

Key Benefit

Streamlines social media engagement by automating repetitive tasks, allowing businesses to focus on high-value interactions while protecting their online reputation.

2. Freshdesk (Helpdesk and Ticket Management Tool)

Freshdesk is a cloud-based helpdesk solution that manages customer inquiries across multiple communication channels, including email, phone, live chat, and social media. It offers advanced automation for ticketing, allowing businesses to track and resolve issues efficiently.

Features

The multi-channel ticketing system consolidates inquiries from various platforms.

AI-powered ticket routing and automated follow-ups.

SLA (Service Level Agreement) management to ensure timely resolutions.

Customizable reports and performance analytics.

Use Case

Best for small-to-medium-sized businesses that need an affordable yet robust helpdesk solution to streamline customer support operations.

Key Benefit

Improves ticket resolution times by automating ticket assignments and providing support agents with a unified view of customer interactions.

3. Spiceworks (IT Helpdesk and Support Tool)

Spiceworks is an IT-focused customer service tool that caters primarily to businesses with complex technical support needs. It provides free helpdesk software with features designed for IT teams, such as network monitoring and asset management.

Features

Helpdesk ticketing tailored for IT support workflows.

Network monitoring to track the health and performance of business infrastructure.

Integration with asset management systems to keep track of hardware and software.

Community support for IT professionals to share knowledge and solutions.

Use Case

Ideal for IT departments or managed service providers (MSPs) that require both ticketing and network monitoring in a single platform.

Key Benefit

Offers a free, IT-specific solution that integrates support operations with infrastructure management, making it a popular choice for resource-constrained teams.

4. Zoho Desk (CRM-Integrated Customer Service Tool)

Zoho Desk is a customer service platform that integrates smoothly with Zoho CRM, enabling businesses to provide highly personalized support based on customer history and preferences. It offers extensive automation options and AI-powered insights.

Features

Contextual customer support through CRM integration.

AI-powered chatbot for handling routine inquiries.

Automated ticket prioritization and routing.

Detailed analytics on support performance and customer satisfaction.

Use Case

Suitable for businesses that already use Zoho’s ecosystem of software tools and need a service platform integrated with their CRM.

Key Benefit

Provides deep insights into customer interactions by leveraging CRM data, enabling businesses to deliver personalized and proactive support.

5. Help Scout (Customer-Focused Email Support)

Help Scout is a customer service tool designed for businesses that want a human-centered approach to email and chat support. Unlike traditional ticketing systems, it presents inquiries as email conversations, making interactions feel more personal to customers and agents.

Features

Email-based support system with a conversational interface.

Shared inboxes for team collaboration.

Knowledge base and self-service portals.

Customer satisfaction ratings and reporting.

Use Case

Great for businesses prioritizing customer experience and wanting to maintain a personal touch in their email and chat support.

Key Benefit

It helps businesses provide personable and empathetic support without the rigid structure of traditional ticketing systems.

6. Zendesk (Enterprise-Grade Customer Support Platform)

Zendesk is one of the most popular enterprise-level customer service platforms, offering a comprehensive suite of tools to manage customer interactions across all major channels. It is designed to scale with businesses of all sizes and supports complex service workflows.

Features

Omnichannel support for email, chat, phone, and social media.

AI-powered automation, including chatbots and ticket assignment.

Customizable dashboards for advanced performance analytics.

Integration with CRM, sales, and marketing tools.

Use Case

It is ideal for large businesses and enterprises with high customer interaction volumes and complex support requirements.

Key Benefit

Provides robust, scalable solutions for managing customer support operations across multiple channels with high levels of automation and customization.

Brandwise is a social media management software that helps brands improve customer engagement on social media. At its core is an advanced AI that automatically moderates comments on ads and posts, generating intelligent replies to comments and messages. This powerful tool streamlines workflow by consolidating social media interactions in one place and providing valuable AI-driven insights.

Brands of all sizes can benefit from the social media engagement tools offered by Brandwise. This intelligent software goes to work immediately, helping brands manage social media interactions at scale. In doing so, Brandwise reduces response times to boost customer satisfaction and helps brands get organized for high-stakes social media situations like product recalls or crisis management.

Brandwise also helps enhance customer engagement strategies with AI-driven insights that identify top FAQs and concerns.