Apps to improve customer service in local businesses

In an increasingly competitive business environment, even for small businesses, offering agile, personalised and efficient customer service is a differentiating factor. Nowadays, there are several digital applications that allow you to professionalise customer relations without the need for large investments or advanced technical knowledge, which you can apply now.

For example, a local produce shop can use WhatsApp Business to send order confirmations, answer frequent queries or notify regular customers of the availability of fresh produce. Similarly, a rural hairdresser can use Google Business Profile to keep their opening hours up to date and allow new customers to locate them and read customer reviews before booking appointments. These everyday uses help to improve customer confidence and satisfaction from the first contact.

Below is a selection of applications that are particularly recommended for local businesses, accompanied by a comparison table of their key features.

1. Holded / Zoho CRM

Main function: Customer Relationship Management (CRM).

Advantages:

• Full logging of customer interactions and data.
• Task automation and reminders.
• Customer segmentation and analysis for marketing actions.

Limitations:

• Higher learning curve.
• Some features require payment plans.

2. WhatsApp Business

Main function: direct communication with customers through instant messaging.

Advantages:

• Automation of welcome and absence messages.
• Creation of product or service catalogues.
• Tagging of conversations to organise customers.

Limitations:

• Does not allow advanced integration with other tools.
• It may not be scalable in businesses with a high load of interactions.

3. Google Business Profile

Main function: digital presence and review management.

Advantages:

• Makes it easier for customers to find essential information (opening hours, telephone, location).
• Improves local positioning on Google Maps.
• Ability to post news and respond to comments.

Limitations:

• Does not allow direct management of relationships or individual follow-ups.

4. Trello / Notion

Main function: organisation of tasks and follow-up of requests.

Advantages:

• Clear visualisation of processes (e.g.: request → attention → follow-up → closure).
• Adaptability to create customised dashboards or databases.
• Team collaboration.

Limitations:

• Not specifically designed for customer service.
• Require some initial customisation.

5. Typeform / Google Forms

Main function: information collection (surveys, contact forms, evaluations).

Advantages:

• Easy creation of surveys to evaluate customer satisfaction.
• Easy integration with spreadsheets and email.
• Free or affordable plans.

Limitations:

• Passive tools: require the customer to voluntarily access the form.

Comparative table of functionalities