What is a SaaS product for customer services or CRM?

This award will be given to the service which best allows business to support their customers. Customer service and CRM, from ticketing systems to end-to-end user journey monitoring, must be supported by real-world evidence of success in the form of client testimonials or case studies.

A SaaS product for customer services or CRM is a cloud-based software solution designed to help businesses manage their customer interactions and relationships. These products typically provide businesses with a range of features to help them streamline their customer service processes, track customer interactions, and gain insights into customer behavior and preferences.

Some key features of a SaaS product for customer service or CRM include:

  1. Contact Management: The product should have tools for businesses to manage their customer contact information, such as names, addresses, phone numbers, and email addresses.
  2. Customer Interaction Tracking: The product should allow businesses to track all interactions with their customers, including phone calls, emails, and chat conversations, to ensure consistent and efficient customer service.
  3. Ticket Management: The product should have a ticketing system that allows businesses to organize and prioritize customer inquiries and requests, assign them to specific team members, and track their progress.
  4. Knowledge Base and Self-Service: The product should provide businesses with the ability to create and maintain a knowledge base and self-service portal for customers to access common questions and issues without needing to contact support.
  5. Multi-Channel Support: The product should support multiple channels of communication, including phone, email, chat, and social media, to enable businesses to reach their customers on the platforms they prefer.
  6. Workflow Automation: The product should provide businesses with the ability to automate repetitive tasks and processes, such as ticket routing and follow-up emails, to improve efficiency and consistency.
  7. Analytics and Reporting: The product should provide businesses with data-driven insights into their customer interactions and behavior, including metrics such as response time, customer satisfaction, and retention rates.
  8. Integration with Other Tools: The product should be able to integrate with other tools and platforms that businesses use, such as marketing automation tools and e-commerce platforms, to provide a seamless customer experience.
  9. Customizable Dashboards: The product should offer customizable dashboards that allow businesses to view key metrics and data in a way that is relevant and meaningful to them.

Overall, a SaaS product for customer service or CRM should provide businesses with the tools they need to manage their customer interactions and relationships effectively, while also providing valuable insights into customer behavior and preferences. The product should also be user-friendly, customizable, and able to integrate with other tools and platforms to provide a seamless customer experience.

Previous recognition for Best SaaS Product for Customer Services / CRM

For a broader understanding of this SaaS Awards category, we have gathered examples from previous winners, finalists, and shortlistees which impressed the judging team with their saas products for customer services or CRM.

Winner of The SaaS Awards 2022 for the Best SaaS Product for Customer Services / CRM

Quote From Lead Judge –  Annabelle Whittall 

GuideCX is the winner of this category as they impressed everyone at SaaS Awards with their delightful customer feedback and an impressive can-do attitude to any challenges that arise. Congratulations from everyone at SaaS Awards!” 

Finalist of The SaaS Awards 2022 for the Best SaaS Product for Customer Services / CRM

PagerDuty is a SaaS (Software as a Service) product that provides incident management and alerting services for customer service and CRM (Customer Relationship Management) teams.

With PagerDuty, customer service and CRM teams can centralize their alerts, incidents, and communications into a single platform. PagerDuty integrates with a wide range of monitoring and alerting tools, such as AWS CloudWatch, New Relic, and Datadog, to ensure that teams are notified of incidents in real-time.

Winner of The SaaS Awards 2021 for the Best SaaS Product for Customer Services / CRM

Quote From Lead Judge –  Annabelle Whittall 

“ContactEngine offer a range of remarkable and automated skills that markedly increase customer engagement and revenue for their clients with some seeing a 60% reduction in CRM costs since adoption. ContactEngine are skilled at the art of proactive conversations with a wide range of customers. We were impressed by how they really anticipate customer need and offer automated responses that are tailored in language, style and timing.” 

Finalist of The SaaS Awards 2022 for the Best SaaS Product for Customer Services / CRM

DESK360 offers a range of features, including ticket management, customer profiles, and team collaboration tools. With ticket management, businesses can track customer inquiries and ensure that all requests are addressed in a timely manner. Customer profiles allow businesses to view a customer’s history, preferences, and contact information in one place, making it easier to provide personalized support. Team collaboration tools enable team members to work together on customer issues and share important information.

A strong entry for the Best SaaS Product for Customer Services / CRM category should include:

  1. Contact Management: The product should offer robust contact management capabilities that allow businesses to store and manage all customer information in one central location, including names, addresses, phone numbers, and email addresses.
  2. Ticket Management: The product should provide a ticketing system that allows businesses to organize and prioritize customer inquiries and requests, assign them to specific team members, and track their progress.
  3. Multi-Channel Support: The product should support multiple channels of communication, including phone, email, chat, and social media, to enable businesses to reach their customers on the platforms they prefer.
  4. Workflow Automation: The product should offer workflow automation capabilities that enable businesses to automate repetitive tasks and processes, such as ticket routing and follow-up emails, to improve efficiency and consistency.
  5. Self-Service and Knowledge Base: The product should provide businesses with the ability to create and maintain a self-service portal and knowledge base for customers to access common questions and issues without needing to contact support.
  6. Analytics and Reporting: The product should offer robust analytics and reporting capabilities that provide businesses with data-driven insights into their customer interactions and behavior, including metrics such as response time, customer satisfaction, and retention rates.
  7. Customizable Dashboards: The product should provide customizable dashboards that allow businesses to view key metrics and data in a way that is relevant and meaningful to them.
  8. Integration with Other Tools: The product should be able to integrate with other tools and platforms that businesses use, such as marketing automation tools and e-commerce platforms, to provide a seamless customer experience.
  9. Mobile App: The product should offer a mobile app that enables businesses to manage their customer interactions and relationships on-the-go.
  10. Security: The product should offer robust security features and protocols to protect customer data and ensure compliance with privacy regulations.

Overall, a strong entry for the Best SaaS Product for Customer Services / CRM category should offer a comprehensive set of features and capabilities that help businesses manage their customer interactions and relationships effectively, while also providing valuable insights into customer behavior and preferences. The product should be user-friendly, customizable, and able to integrate with other tools and platforms to provide a seamless customer experience.

Why Enter The SaaS Awards?

The SaaS Awards is a program from The Cloud Awards. Since 2011, we’ve been helping organizations across the globe gain the recognition they deserve for market-leading innovation in the cloud computing and software sectors.

For a detailed breakdown of all the benefits you receive as an awards entrant as either a shortlistee, finalist or ultimate winner, please see our “Why Enter?” page. The many benefits are replicated across all international awards programs. If you have any questions about this category, please contact us.