Someone is browsing your website, credit card in hand. In a few minutes, they’ll be gone. All because they couldn’t find the shipping information they needed. Or they needed quick pricing confirmation. They require instant support, and they’ll find someone who’s got it.

Digital customer service tools can prevent this. These platforms help support teams respond in real time and manage conversations more naturally. With the right setup, they create smoother interactions and provide solutions without delays.

In fact, 90% of consumers are more likely to consider doing business with a company that offers multiple ways to communicate, highlighting the importance of digital customer service channels.

In this article, you’ll find a clear overview of how these tools work, which features are worth paying attention to, and a selection of trusted platforms to explore.

What is a digital customer service tool?

Digital customer service tools help businesses manage conversations across online channels. Whether someone reaches out through live chat, sends a message on social media, or replies to an email, these tools keep everything organized and easy to follow.

Tidio is a good example of a digital customer service platform that brings all those channels into one place. With its shared inbox, you can manage messages from live chat, email, and platforms like Facebook Messenger without switching tabs. It also offers automation features, including an AI agent, Lyro, that can handle repetitive questions and help teams respond faster while keeping support consistent.

Key features to look for in a digital customer service tool

Not every platform is built the same. Some focus on live chat, while others combine messaging with automation, reporting, and even customer relationship management. 

If you’re choosing a tool to support your team long-term, it helps to look for features that improve both the agent experience and how customers interact with your business.

Here are the features worth paying attention to:

• Omnichannel support: lets your team manage conversations across chat, email, social media, and other channels from one place. This keeps things organized and helps customers reach out wherever it’s most convenient for them.
• AI features such as chatbots and AI suggestions: these assist with quick answers and reduce the pressure on support teams. Bots can handle routine questions, while suggestions help agents respond faster without typing everything from scratch.
• Ticketing and help desk functionality: turns messages into trackable tasks your team can prioritize and resolve. It also helps agents see which requests are open, who’s working on what, and how long each issue has been waiting.
• CRM integrations: pull in customer data so agents can respond with more context. When teams have access to order history or account details, conversations feel more helpful and less repetitive.
• Automation to handle common requests: routes messages, sends auto-replies, or triggers follow-ups. It’s a practical way to keep things moving when your team is busy or outside of business hours.
• Analytics and reporting: show patterns in support activity, like how quickly your team responds or which questions come up most often. With that data, it’s easier to make decisions about staffing, training, or even updating your help center content.

Magic Mind’s landing page introduces the product with a succinct headline and descriptive text. The bullet points above the fold tell users all they need to know about the benefits of taking the “world’s first productivity shot.” The CTA button has a direct action on it, “Save 35%,” and the 30-day money-back guarantee badge reassures the visitor that the offer and brand are credible.

Below the fold, the page also has customer badges, user-generated content, customer testimonials, and an FAQ section.

Conclusion

By utilizing landing page best practices you can create landing pages that are highly effective at engaging your audience and driving conversions. And using prebuilt templates helps accelerate the landing page creation process.

Need help getting started? The team at Instapage are here to help.

Instapage offers customers 500+ customizable layouts by industry and use case. Sign up for a 14-day free trial and you’ll have a highly effective, well-designed landing page up in no time.