Best CRM for customer service

As a customer service team, delivering exceptional service while managing multiple customer interactions can be challenging. A dedicated Customer Relationship Management (CRM) system for customer service can help you streamline communication, track support requests, and ensure timely follow-ups, all while providing valuable insights into customer satisfaction. The right CRM enables you to manage inquiries efficiently, improve response times, and enhance the overall customer experience.
In this blog post, we’ll explore the best CRM options for customer service teams like yours, focusing on tools that help you provide top-notch support and keep your customers happy.

Why you need a CRM

Managing customer relationships and helping them solve problems are at the heart of what the best customer services teams do. Doing this without the right CRM in your tech stack can lead to things slipping and chaos as you try and find forgotten notes on a customer. A CRM can help you bring your customer information, data and notes into one place.

Challenges without a CRM

You might just be experiencing these challenges already – without realising it.

• Disorganization: Customer data is scattered across multiple platforms, making it difficult to manage.
• Missed opportunities: Without a centralized system, potential sales and follow-ups can easily fall through the cracks.
• Inefficient processes: Manual data entry and tracking consume valuable time and resources.
• Lack of insight: Inadequate data analytics hinder informed decision-making.
• Inconsistent communication: Without a unified platform, maintaining consistent and timely communication with customers is challenging.

Benefits of a CRM

Fortunately a CRM can provide a lot of solutions to these problems. Helping to create a single source of truth, and a place for you to nurture better customer relationships.

• Centralized information: All customer data is stored in one place, making it easily accessible.
• Enhanced efficiency: Automates repetitive tasks, freeing up time for more strategic activities.
• Improved customer relationships: Enables personalized interactions based on comprehensive customer profiles.
• Better decision-making: Provides valuable insights through data analytics, aiding strategic planning.
• Consistent communication: Ensures timely and uniform communication across all channels.
  

How to evaluate and choose a CRM

With a lot of CRMs to choose from – it can feel overwhelming to figure out what you should keep front of mind during your decision making process. To help make sure you get the right one that suits your needs, we've put together some handy tips.

1. Define your requirements

When selecting the best CRM for customer service, it's crucial to identify the key features that align with your business needs. Look for functionalities such as ticket management, customer interaction tracking, automated workflows, and omnichannel support. These features can significantly enhance your customer service team's efficiency and effectiveness, ensuring a seamless customer experience. Start with the ones below that we've rounded up for you, and add on your specific needs.

Key features of a CRM for customer service

• Automated processes: Streamlines tasks by automating repetitive workflows.
• Contact enrichment: Automatically finds customers email addresses and contact information without the hassle. Taking away repetitive tasks.
• Custom dashboards: Tracks tickets through defined stages, ensuring process clarity and effectiveness.
• Mail merge and email sequences: Increases communication efficiency with follow-up templates and automated sequences.
• Analytics: Provides essential data analysis and predictive insights for better planning.
  

2. Budget considerations

Balancing cost and return on investment is essential when choosing a CRM for customer service. Evaluate the pricing plans of different CRM solutions and consider the value they bring to your business. While some CRMs might offer extensive features, ensure they fit within your budget and provide a clear ROI by improving customer satisfaction and streamlining service processes.

3. Short list process

The shortlist process usually involves thorough research to find the right CRM. Start by seeking recommendations, reading reviews, and comparing the offerings of various vendors. Look for CRMs with a strong reputation in customer service solutions and consider their customer support, training, and customization options to ensure they meet your specific needs.

4. Get a demo

Before committing to a CRM solution, it's crucial to see it in action. Trial and compare different CRM platforms to find the best fit for your customer service team. Most CRMs offer free trials or demos. Take advantage of these to assess the user interface, ease of integration, and overall performance. Gather feedback from your team during the trial period and compare the platforms based on your defined requirements to make an informed decision. To see how a CRM like folk can adapt to your needs as a busy customer service team, get a demo here.

3 tips for implementing a CRM

1. Import Your Data into Your New CRM

Transitioning to a new CRM system requires careful data migration. Start by exporting your existing data as CSV files from your current CRM. Proper data import ensures that your customer service team has all the information they need to provide seamless support.

2. Create your first pipeline

Setting up your initial pipeline is a critical step in customizing your CRM for customer service. Define the stages that correspond to your customer service process, such as "New Inquiry," "In Progress," "Awaiting Customer Response," and "Resolved." This structured approach helps your team track the status of each customer issue and ensures nothing falls through the cracks.

3. Onboard Your Team

A well-onboarded team will be more confident and effective in using the CRM to enhance customer service. Conduct comprehensive training sessions to familiarize your team with the new system. Highlight the features that will streamline their workflow and improve customer service efficiency. Encourage feedback and provide ongoing support to address any concerns or questions that arise.

The 5 best CRMs for customer service

1. folk

folk is a modern CRM platform for managing contacts, workflows, and relationships, offering customizable pipelines, AI-driven tools, and integrations to enhance deal management and prospecting.

Key features

• Contact enrichment: Automatically enriches contact details by finding emails and LinkedIn URLs, enabling efficient outreach without manual data entry or additional costs for email services.
• Customizable dashboards: Keep an eye on your open tickets, and the ones you need to prioritise using a Kanban board view, or use a listicle view to see contact information in one glance.
• Notes and reminders: Create notes collaboratively and attach them to a customer profile. Assign reminders so that the right person follows up in time.
• Mail merge and email sequences: Full email sync compatible with Gmail and Outlook with access to templates, and tracking features, enabling users to manage all communications directly from the CRM.
• AI-powered features: AI tools assist in managing contacts and relationships, automating routine tasks, and suggesting actions to improve productivity.
• Integrations: folk integrates seamlessly with over 6,000 apps, including Gmail, Zapier, and Make, allowing users to centralize their workflow and reduce manual data entry.

Pros

• Ease of use: folk is praised for its intuitive interface, making it accessible even to non-technical users with quick onboarding and a minimal learning curve.
• All-in-one: folk streamlines your workflow by allowing you to import contacts from LinkedIn, automatically find their emails, reach out through customizable email sequences, and track interactions in a pipeline, eliminating the need for multiple tools and saving time and money.
• Customizability: Custom fields, pipelines, automation and workflows.
• Integrations: folk integrates seamlessly with over 6,000 apps, including Gmail, Zapier, and Make, allowing users to centralize their workflow and reduce manual data entry.

Cons

• Reporting: Currently lacks reporting features, but there are plans for future implementation.

Price and plans

You can try folk for free with a 14-day free trial. After that, a monthly or annual subscription plan is as follows.

• Standard: $20 per user, per month.
• Premium: $40 per user, per month.
• Custom: Starts from $60 per user, per month.

2. HubSpot

Hubspot CRM is a user-friendly, scalable platform offering integrated tools for managing sales, marketing, customer service, and operations efficiently.

Key features

• Service Hub: Offers customer service tools like ticketing, live chat, and knowledge bases, essential for managing customer inquiries and issues efficiently.
• Sales Hub: Provides deal tracking, pipeline management, and sales automation, ensuring seamless communication between sales and customer service teams.
• Operations Hub: Syncs and automates business processes across different systems, enhancing operational efficiency and customer service coordination.
• Lead scoring: Prioritize leads with predictive scoring to ensure that high-priority customer inquiries are addressed promptly.
• Customizable dashboard and reports: Allows users to create customized dashboards and reports to track customer service metrics and gain insights into performance.

Pros

• Comprehensive free plan: Offers a robust free version that includes essential CRM features, ideal for small businesses and startups looking to enhance customer service without upfront costs.
• Seamless integration with marketing tools: HubSpot integrates smoothly with its marketing, sales, and service hubs, creating a unified platform for managing customer interactions.
• Automation capabilities: Provides powerful automation tools for tasks like ticketing and customer follow-ups, helping businesses save time and improve service efficiency.

Cons

• High cost at higher tiers: HubSpot’s pricing can become expensive as you move to higher tiers, which may be prohibitive for small businesses as they scale.
• Limited customization in free plan: The free plan and lower tiers have limited customization options, which can restrict flexibility for growing businesses.
• Complexity in advanced features: Some advanced features, such as custom reporting and workflows, have a steep learning curve and may require additional training.
• Email marketing limits: Email marketing functionality in the free plan is restricted by limits on the number of emails you can send, which can be a drawback for businesses with larger lists.
• Dependence on HubSpot ecosystem: The platform works best when fully integrated with HubSpot's other tools, which can limit flexibility if you use other software.

Price and plans

HubSpot's customer service hub plans on an annual basis are as follows.

• Starter: $15 per user, per month.
• Professional: $90 per user, per month.
• Enterprise: $130 per user, per month.

3. Zoho

Zoho is a CRM system with a strong sales focus. Its got features such as journey orchestration, sales process management and workflow automation. There's also something for marketing teams, including event management and customer segmentation.

Key features

• Multi-channel communication: Integrates with email, phone, social media, and live chat to manage customer interactions efficiently.
• Lead and contact management: Manages customer information, tracks interactions, and segments contacts for targeted support.
• Workflow automation: Automates routine tasks and processes to improve efficiency and reduce manual effort in customer service.
• Customizable dashboards and reports: Allows users to create and customize dashboards and reports for in-depth analytics on customer service performance.

Pros

• Affordability: Zoho CRM offers competitive pricing with various tiers, making it accessible to small and medium-sized businesses as well as larger enterprises.
• Multi-channel communication: Zoho CRM supports email, phone, social media, and live chat, enabling businesses to manage all customer interactions from a single platform.
• Customization: Extensive customization options allow businesses to tailor the CRM to their specific needs, including custom fields, modules, and workflows.
• AI-powered features: Zia, the AI assistant, provides intelligent insights, predictive analytics, and task automation, helping to improve sales and marketing efficiency.
• Mobile accessibility: Zoho CRM offers a robust mobile app, allowing users to manage customer relationships and access data on the go, with offline capabilities.

Cons

• Steep learning curve: The extensive customization options can be overwhelming for new users, requiring a significant time investment to master the platform.
• Complex setup: Initial setup and configuration can be complex, particularly for businesses without technical expertise or dedicated IT resources.
• Performance issues: Occasional reports of slow performance, especially with large datasets or complex operations, can hinder productivity.
• Limited third-party integrations: While Zoho integrates well with its own suite of products, integration with third-party applications can be limited or require additional effort.
• Inconsistent customer support: Customer support quality can be inconsistent, with some users reporting slow response times or unhelpful assistance.

Price and plans

Zoho's free plan is limited to three users suitable for small businesses. After that, an annual subscription plan is as follows.

• Standard: $20 per user, per month.
• Professional: $35 per user, per month.
• Enterprise: $50 per user, per month.

4. Streak

Streak is a customer relationship management (CRM) tool that integrates directly with Gmail, allowing users to manage their sales pipeline and customer interactions from within their email inbox. Designed to simplify CRM tasks, Streak offers features such as email tracking, mail merge, task management, and pipeline visualization, all seamlessly embedded in Gmail’s interface.

Key features

• Advanced CRM: Manage customer interactions and data efficiently.
• Email tracking and snippets: Monitor email opens and create reusable email templates for faster responses.
• Shared pipelines: Collaborate with team members in real-time to ensure seamless customer service.
• Contacts: Maintain a detailed record of all customer interactions and information.
• Google Workspace integrations: Integrate seamlessly with Google Workspace tools for enhanced productivity.

Pros

• Seamless Gmail integration: Streak is directly integrated into Gmail, allowing users to manage CRM activities without leaving their email inbox. This integration simplifies the user experience, especially for those already familiar with Gmail.
• User-friendly and intuitive: Because it operates within Gmail, Streak is easy to use and requires minimal training. The familiar interface makes it accessible even to those new to CRM software.
• Customizable pipelines: Streak allows users to create and customize pipelines to fit various workflows, such as sales, project management, customer support, and hiring, offering flexibility across different business processes.
• Email tracking and automation: Streak includes useful features like email tracking, mail merge, and automated follow-ups, which help users manage communication more effectively and improve response rates.
• Collaboration features: Streak enables real-time collaboration, allowing team members to share pipelines, emails, and notes, improving teamwork and visibility across sales or project management efforts.

Cons

• Limited advanced CRM features: Compared to standalone CRM platforms, Streak lacks some advanced features like detailed analytics, advanced reporting, and marketing automation, which may not meet the needs of larger or more complex organizations.
• Reliance on Gmail: As Streak is tied to Gmail, it may not be suitable for businesses that use other email platforms. This dependency also means that any changes or issues with Gmail could directly impact Streak’s functionality.
• Basic mobile experience: While Streak has a mobile app, it offers a more limited experience compared to its desktop counterpart, which might be inconvenient for users who need comprehensive CRM access on the go.
• Integration limitations: Streak has fewer integrations with other software tools compared to more robust CRM systems, potentially limiting its effectiveness for businesses that rely heavily on a variety of third-party applications.
• Potential email clutter: Since Streak operates within Gmail, managing a large volume of CRM data within an email interface can lead to clutter and make it harder to maintain a clear, organized inbox.

Price and plans

• Pro: Starts from $49 per user, per month.
• Pro +: Starts from $69 per user, per month.
• Enterprise: Starts from $129 per user, per month.

5. Capsule CRM

Capsule CRM is a user-friendly customer relationship management platform designed for small and medium-sized businesses. It offers a clean, intuitive interface that helps users manage customer relationships, track sales pipelines, and organize tasks and communications efficiently.

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Key features

• 1 shared mailbox: Consolidate customer emails into a single inbox for streamlined communication.
• 30,000 contacts: Manage a large volume of customer and lead information efficiently.
• Activity reporting: Track customer interactions and service activities to ensure high-quality support.
• Workflow automation: Automate repetitive tasks to improve response times and service efficiency.
• Customer milestone tracking: Monitor key customer journey stages to provide timely and relevant support.

Pros

• User-friendly interface: Capsule CRM offers a clean and intuitive design, making it easy for users to navigate and quickly access important features.
• Contact and sales management: The platform provides robust tools for managing customer information and tracking service opportunities.
• Customization options: Capsule CRM allows users to customize fields, tags, and pipelines to fit their specific customer service needs.
• Integration capabilities: Capsule integrates with various popular third-party applications, allowing users to create a seamless workflow across their business tools.
• Affordability: Capsule CRM offers competitive pricing, making it accessible for small businesses and startups.

Cons

• Limited advanced features: Capsule CRM lacks more advanced features such as in-depth analytics and complex reporting capabilities.
• Basic email marketing capabilities: While Capsule integrates with email marketing tools, its built-in email marketing capabilities are relatively basic.
• Scalability concerns: Capsule CRM may be less scalable for rapidly growing companies or those with more complex CRM requirements.

Price and plans

• Starter plan: Starts from $21 per user, per month.
• Growth plan: Starts from $38 per user, per month.
• Advanced plan: Starts from $60 per user, per month.
• Ultimate plan: Starts from $75 per user, per month.

Conclusion

Choosing the best CRM for customer service can significantly enhance your business's ability to manage customer interactions, streamline processes, and ultimately improve customer satisfaction. Whether you're a startup or a growing business, the right CRM can provide the tools and insights needed to deliver exceptional service. From the comprehensive features of folk and HubSpot to the user-friendly interfaces of Zoho and Capsule CRM, each platform offers unique advantages tailored to different business needs. Evaluate your specific requirements, budget, and team preferences to make an informed decision. To experience the benefits firsthand, start by trying folk for free here.

Need a helping hand? Use our free tool to find your perfect CRM match.

Frequently Asked Questions

What do busy customer service teams use as a CRM?

Busy customer service teams often use platforms like folk, HubSpot, Zoho, Streak, and Capsule CRM. These CRMs offer various features tailored to improve customer interactions, streamline workflows, and provide valuable analytics, making them ideal choices for startups and growing businesses.

Do I need a CRM?

Yes, depending on the complexity of your process. A CRM system can significantly streamline your operations, improve customer relationships, and provide valuable insights. If your business involves managing a high volume of customer interactions, sales processes, or data, a CRM can be an invaluable tool to enhance efficiency and service quality.

How much does a CRM cost?

The cost of a CRM can vary widely based on the features and scalability. Typically, prices range from $20 to $150 per user per month. Some CRMs offer free plans with limited features, while more advanced systems with extensive functionalities can be on the higher end of the pricing spectrum.

Does folk’s CRM respond to customer service needs?

Yes, folk’s CRM is well-suited for customer service needs. It offers features like contact enrichment, LinkedIn integration, email integration, and AI-powered tools that automate routine tasks. These functionalities help streamline workflows, improve communication, and provide a comprehensive view of customer interactions, making it an effective solution for enhancing customer service.