Customer support tools: A modern guide to essential solutions in 2024

Today’s customer support is more than just managing tickets—it’s about building relationships, creating seamless experiences, and providing timely, personalized help wherever customers reach out. But with so many customer support tools available, how do you choose the right ones? The key is finding solutions that not only address your immediate needs but also grow with your team and customers.

In this guide, we’ll explore the top customer support tools setting the standard for exceptional service in 2024—from AI-driven automation to omnichannel platforms that unify customer conversations.

What are customer support tools?

Customer support tools are software solutions that enable teams to manage customer interactions efficiently. They can range from basic ticketing systems that organize requests to AI-powered platforms that automate responses and route inquiries based on complexity. For those new to customer support, these tools provide a unified platform for handling all communications. More advanced users benefit from features like detailed analytics, automation, and customization options that help refine processes and create exceptional customer experiences.

Ticketing systems: the backbone of support operations

A reliable ticketing system is the foundation of any effective customer support strategy. It allows you to manage, organize, and prioritize customer inquiries, ensuring no request goes unanswered. Ticketing systems provide transparency, facilitate team collaboration, and offer a historical record of interactions.

• Zendesk: Renowned for its intuitive interface and seamless integrations, Zendesk offers robust automation capabilities, making it a go-to solution for teams of all sizes. An e-commerce company could use Zendesk to centralize all incoming requests from email, chat, and social media. The support team can view and prioritize every inquiry in one place, streamlining operations and enhancing the customer experience.

• Freshdesk: Known for its affordability and user-friendly design, Freshdesk is particularly favored by small to mid-sized businesses. A mid-sized SaaS company could use Freshdesk to manage customer issues across multiple channels, leveraging features like automatic ticket assignment and service-level agreement (SLA) management to ensure timely responses.

• Help Scout: Combining the simplicity of an email inbox with the power of a ticketing system, Help Scout is ideal for teams that prioritize a personal touch. Its emphasis on human-centered support helps maintain high-quality interactions, making customers feel genuinely valued.

Pro tip: Choose a ticketing system that aligns with your company’s size, workflow complexity, and desired integrations to ensure a smooth transition and streamlined communication.

Live chat tools: real-time engagement, real results

Live chat tools are essential for providing instant support, resolving issues on the spot, and improving customer satisfaction. Customers expect quick, personalized responses, and live chat tools help your team meet these expectations.

• Intercom: More than just live chat, Intercom’s suite of messaging tools helps you engage with customers throughout their journey. For example, a tech startup could use Intercom’s live chat with proactive messaging to greet website visitors, offer product guidance, or suggest relevant content based on browsing behavior—driving engagement and helping prospects convert faster.

• LiveChat: With a straightforward interface and powerful integrations, LiveChat is versatile and reliable. Retail businesses could use its e-commerce platform integration to support customers at critical points, such as when deciding between products or completing a purchase.

• Zendesk Chat: Fully integrated with Zendesk’s ticketing system, Zendesk Chat offers seamless transitions between chat and tickets, making it ideal for Zendesk users who want to maintain context continuity without switching platforms.

Pro tip: Combine live chat with automation tools like chatbots to handle simple queries, enabling your agents to focus on more complex interactions.

Knowledge base and self-service: Empower customers with information

Self-service options are increasingly popular among customers who prefer finding answers on their own. A well-structured knowledge base can significantly reduce workload and improve efficiency​.

• Zendesk Guide: Part of the Zendesk Suite, Guide makes it easy to build a self-service portal complete with AI-powered article suggestions. For example, an online educational platform could use Zendesk Guide to create a robust knowledge base addressing common questions like course access issues, reducing support tickets and providing students with instant help.

• Helpjuice: Known for its powerful search capabilities, Helpjuice allows you to customize your knowledge base to reflect your brand identity. Imagine a healthcare software company using Helpjuice to set up a comprehensive internal knowledge base. Employees can quickly search for complex coding guidelines or troubleshooting steps, and the support team can identify frequently searched topics to refine and improve content.

• Document360: A knowledge base software that’s perfect for both internal and external documentation. Document360’s markdown editor and version control features make it a strong choice for organizations with complex documentation needs.

Pro tip: Regularly update your knowledge base with new content based on customer feedback and trending inquiries to keep it relevant and useful.

Customer feedback and survey tools: Listen to your customers

Understanding customer sentiment is essential for refining your support operations. With the right feedback tools, you can turn customer insights into actionable improvements.

• SurveyMonkey: A veteran in the survey space, SurveyMonkey offers a range of templates and advanced analytics. An e-commerce business can use SurveyMonkey to send post-purchase surveys, gather feedback on the shopping experience, and identify areas for improvement.

• Typeform: Typeform’s conversational survey format engages respondents and leads to higher completion rates. A digital marketing agency could use Typeform’s engaging format to create client satisfaction surveys that feel more like a conversation.

• Nicereply: Embedded directly within support interactions, Nicereply gathers feedback at the moment it’s most relevant. A tech support team integrated with Zendesk could use Nicereply to request feedback after ticket resolutions, giving management a clear view of agent performance and customer satisfaction.

Automation and integration tools: Scale your operations with ease

Automation and integration tools ensure that your support systems communicate seamlessly, reducing manual effort and minimizing errors. These tools are essential for businesses looking to scale without sacrificing quality.

• Zapier: Connecting over 2,000 apps, Zapier helps automate workflows by triggering actions between systems. A marketing team might use Zapier to automate workflows like updating customer records when new leads come in or sending personalized follow-up emails after an inquiry is resolved.

• Slack: Often viewed as a communication tool, Slack’s power lies in its integrations. An operations team could integrate Slack with their support systems to automate ticket creation and updates, enabling quick collaboration without switching platforms.

• Knots apps for Zendesk: We offer a suite of apps specifically designed to enhance Zendesk’s functionality. For example, a global e-commerce company could benefit from Ticket Classification app to automatically sort incoming tickets based on urgency and content. They could also use GPT-Editor to provide accurate responses for common issues—allowing agents to focus on more complex tickets while maintaining a personal touch.

Pro tip: Start by automating repetitive tasks like categorizing tickets or sending follow-up messages, and gradually expand as your team becomes comfortable with more complex automations.

Social media and review monitoring: Stay informed

With customers frequently turning to social media to voice their opinions, having the right tools to monitor and respond is essential. Social media monitoring tools help you keep a pulse on what customers are saying, so you can respond swiftly and strategically.

• Hootsuite: A restaurant chain might use Hootsuite to monitor brand mentions, schedule posts, and respond to inquiries or complaints in real time.

• Brandwatch: A large enterprise could leverage Brandwatch’s social listening capabilities to track sentiment around product launches and gain insights into public perception.

• Sprout Social: Businesses of all sizes can use Sprout Social to manage social inquiries, track trends, and gain performance insights—all while keeping support strategies aligned with broader business goals.

Pro tip: Set up alerts for specific keywords and brand mentions to engage with customers in real-time and turn potential issues into positive experiences.

Data security and privacy: Protecting customer information

Data security is a critical concern for businesses and customers alike. With the increasing amount of sensitive data being handled, it’s vital to ensure robust security measures are in place.

• OneTrust: A leading solution for privacy and compliance, OneTrust helps companies manage customer data responsibly and ensures compliance with regulations like GDPR and CCPA.

• AI Ticket Redaction for Zendesk: This app from knots.io automatically detects and removes sensitive data from tickets. For instance, a financial services firm can use it to redact credit card numbers and account details, ensuring compliance and data security while allowing agents to stay focused on client support.

Pro tip: Regularly audit your security settings and update them as needed to keep your systems safe and compliant with evolving regulations.

The future of customer support: What’s next?

The evolution of customer support tools is far from over. Whether you’re new to customer support or an experienced professional, selecting the right tools can help companies deliver support that’s not only faster and more efficient but also deeply human. And that’s the kind of service that customers remember.

Ready to take your support to the next level? Discover Knots’ suite of Zendesk apps and find out how the right tools can make a world of difference for your team and your customers.