Workpuls Teramind ActivTrak Hubstaff DeskTime Time Doctor RescueTime Kickidler Veriato Work Examiner
Price $6/user/month $6/user/month $7.20/user/month $7/user/month $7/user/month $9.99/user/month $6/user/month $9.99/user/month $150/licence/year $60/licence (lifetime)
Free trial 7 days 7 days No 14 days 14 days 14 days 30 days 7 days Yes 30 days
Ease of use Very easy Difficult Very easy Easy Easy Very easy Very easy Very easy Very difficult Easy
Unlimited (tracker working 24/7)
Fixed (defined working hours)
Automatic (when computer is connected to a specified network)
Manual (start/stop)
Project based (track time only on projects)
Stealth mode
App and website usage
Real-time monitoring
Offline time tracking
Activity levels
Remote desktop control
Website/activity blocking
Screenshots on demand
Screen recording
Productivity trends
Websites and apps labeling
Category labeling
Productivity alerts
User behavior analytics
Data loss prevention
Advanced file and web monitoring
Productivity reports
Team reports
Email reports
Access management
Mac desktop app
Windows desktop app
Linux desktop app
Mobile app iOS, Android iOS, Android iOS, Android iOS, Android iOS, Android Android
Browser extension Chrome Chrome Chrome
Other Citrix, VMware Chrome OS
Support Phone, email, online Phone, email, online Phone, email, online Email, online Phone, email, online, in-person Online Phone, email, online Email, online, Viber, Whatsapp Phone, email, online, support ticket Phone, email, online
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Deployment cloud, on-premise cloud, on-premise, AWS, Azure cloud cloud cloud cloud cloud on-premise cloud, on-premise on-premise
Kronos Humanity Timeclockplus Tsheets Wheniwork Deputy Replicon Jibble EbilityTimeTracker OnTheClock BeeBole
Price(per month)Available upon requestFrom $2 per userAvailable upon requestFrom $6.40 per user+$16Free for up to 75 usersFrom $2.50 per userBasic plan:$30 for 5 users+$5 per additional userFrom $1.50 per employeeFrom $4 per user+$8From $2.20 per user$5.99 per user per month
Free trial30 days14 daysYes14 days14 days14 days30 days30 days,no credit card required
Ease of useDifficultEasyDifficultVery easyEasyEasyDifficultVery easyEasyEasyEasy
Timecard management
Shift Trading
Break time management
Real-time tracking
PTO Management
Client billing
GPS tracking
Clock out reminders
Manual time
Web app
Mobile app
Time clock device
Time clock kiosk
Facial recognition
Fingerprint scanning
Group punch-in
Visual reports
Email reports
Time rounding
Manager approvals
Add time for others
Android app
iOS app
Mac desktop app
Windows desktop app
Linux desktop app
SupportPhone and onlinePhone and onlinePhone,chat and onlinePhone and chatEmail and onlineChat and phonePhone,email,chat and onlinePhone and onlinePhone,email,chat and onlinePhone and onlineOnline chat and video support in English,French,and Spanish
Knowledge base
Video tutorials
Community forum
Workpuls Hubstaff Toggl TimeDoctor Harvest TimeCamp Timely Everhour Tick TMetric
Price (per month) $6 per user $5.83 per user $9 per user $9.99 per user $10.80 per user $5.25 per user $99 for 5 users $7 per user $19 for 10 projects $5 per user
Free trial 7 days 14 days 30 days 14 days 30 days Yes 14 days 14 days 30 days 30 days
Ease of use Very easy Difficult Difficult Very easy Easy Very easy Easy Difficult Very easy Difficult
Start/stop buttons
Automatic time mapping
App and website usage
Activity levels coming soon
Real-time tracking
Project adding
Project templates
Project status
Task assignment
Task priorities
Budgeting coming soon
Mark billable/non-billable hours
Payroll calculation
Idle time reminders
Deadline alerts coming soon
Budget alerts coming soon
Client login
Productivity analysis
Email reports coming soon
Mac desktop app
Windows desktop app
Linux desktop app coming soon
iOS app Beta
Android app
Browser extension Chrome Chrome, Firefox Chrome Chrome Chrome, Firefox Chrome Chrome, Firefox, Opera, Edge
Support Phone and online Email and online Email and online Online Online, email and phone Email, online and support ticket Email and chat Email and chat Email Chat
Knowledge base
Video tutorials
Integrations coming soon
On-premise hosting

In a world where speed and efficiency are prized commodities, customer support has become a competitive battleground. Businesses are continually searching for ways to streamline their customer support processes and boost productivity, and many are turning to automation to get ahead. 

But what does this mean for your company, and how can you harness the power of automation for your benefit? Also, discover how Insightful’s remote office tools can provide additional support when implementing automated tools.

Automation and Customer Support: A Productivity Powerhouse

Automation, when integrated into customer support, can act as a productivity powerhouse. This pairing can take on repetitive tasks, freeing up customer support agents to handle complex, nuanced issues that require a human touch. The benefits are plentiful - from reducing average handling time, boosting first contact resolution rates, to improving overall customer satisfaction.

From automated workflows to AI-driven chatbots, there are several ways in which companies are leveraging automation to enhance their customer support services:

  • Automated Workflows: Known as 'Zaps' in Zapier's terminology, automated workflows can help keep your customer support team running smoothly. These workflows can automate various tasks that are otherwise time-consuming and mundane, thereby increasing efficiency and productivity.

  • Customer Service Chatbots: Chatbots, the primary form of customer service automation, handle frequent queries, enabling immediate responses and freeing agents for complex issues. Operating round-the-clock, they reduce wait times and enhance customer satisfaction. As per Juniper Research, chatbots are projected to cut business costs by over $8 billion by 2022.

  • Customer Support Automation Platform: Some companies are investing in customer support automation platforms to serve customers consistently while reducing the burden on their support staff. These platforms can help businesses manage a high volume of queries and provide timely responses, thus improving customer satisfaction.

What are the benefits of automation for customer support?

  • Quicker Responses: Automation enables real-time solutions with minimal or no human intervention, leading to quicker responses to customer queries.

  • Increased Productivity: By automating routine tasks, customer service representatives can focus on more complex issues, leading to higher productivity.

  • Higher Customer Satisfaction: Quick, accurate, and 24/7 responses to customer inquiries result in higher customer satisfaction.

  • Efficient Problem Resolution: Automation can help solve recurring issues swiftly. For instance, issues like an undelivered product or problems with subscription cancellations can be resolved promptly.

  • Increased Customer Retention: Prompt and effective customer support aided by automation leads to increased customer retention.

  • Improved Bottom Line: As automation leads to more efficient customer service teams and happier customers, this, in turn, positively impacts a business's bottom line.

  • Empowered Support Teams: Sophisticated automation tools can empower support teams by relieving them of routine tasks and allowing them to focus on tasks requiring human skills.

Automated Tools to Enhance Customer Support 

These tools incorporate various facets of automation to streamline workflows and improve the overall efficiency of customer support workflows: 

Support Automation Tools
These are designed to automate end-to-end support-related workflows. Zendesk's Automated Customer Support is a well-known tool in this category. It streamlines support-related workflows and empowers support teams, enhancing customer experiences and leading to better customer retention.

Scheduling Tools
Automating scheduling processes can help manage employees' time better and avoid scheduling conflicts. Tools like Microsoft Outlook Calendar and Google Calendar can automate the scheduling process, providing features like meeting reminders, shared calendars, and the ability to check colleagues' availability.

Time Tracking Tools

Automation in time tracking can help eliminate errors and save time. It provides precise data on how much time is being spent on various tasks. Insightful is a popular time tracking tool that helps track how much time employees are spending on different tasks and provide reports that can help identify bottlenecks and areas for efficiency improvements.

HR/People Operations Tools

These tools can automate various HR-related processes, such as onboarding, offboarding, and maintaining employee records. Zenefits and BambooHR are examples of HR tools that can automate processes like onboarding, offboarding, and maintaining employee records, reducing administrative tasks for customer support teams.

Project Management Tools

Recognized as a type of workflow automation tool, project management apps connect people, data, and other assets. Asana and Trello are recognized project management tools that link people, data, and other resources to optimize processes. They can help manage work delivery across multiple teams and improve collaboration.

Note: It's important to carefully consider the specific needs of your customer support team and choose tools that align with those needs and the overall goals of your organization. Additionally, integrating these tools for a seamless operation is as crucial as automating them.

Measuring the Impact of Automation with Insightful

Implementing automation is just the first step in enhancing customer support operations. The true test lies in measuring its effectiveness and analyzing the impact it has on various aspects of the customer support workflow. This is where Insightful's advanced suite of features, particularly its time tracking and analytics capabilities, become instrumental.

Automated Time Tracking with Insightful

One of the cornerstones of Insightful's automation offerings is its comprehensive automated time tracking feature. It provides precise data on how much time employees are spending on various tasks. By seamlessly integrating with the workflow, it eliminates the need for manual time entries, thereby reducing errors and freeing up more time for customer support agents to focus on what truly matters – helping customers.

Whether it's tracking time spent on specific customer inquiries, resolving complex issues, or internal team meetings, Insightful's time tracking feature provides granular data that is invaluable in assessing efficiency and productivity. It offers the ability to drill down into individual activities, facilitating a better understanding of how time is allocated and where it could be utilized more effectively.

Monitoring Performance with Insightful

Beyond time tracking, Insightful's software is equipped with robust analytics and reporting features. These tools allow managers to monitor key performance indicators (KPIs), such as first contact resolution rates, average response and resolution times, customer satisfaction scores, and more.

Insightful's analytics platform aggregates these metrics into intuitive and interactive dashboards, providing a holistic view of the customer support team's performance. With real-time data and trend analysis, managers can easily identify patterns, spot anomalies, and make informed decisions to continually improve customer support operations.

Contrary to spyware employee monitoring tools, Insightful values privacy and transparency. Insightful’s customizable settings can help ensure that your business adheres to any relevant workplace surveillance act while streamlining your helpdesk operations.

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