Customer Service Applications

GetRank Q2 for Customer Service

GetRank is GetApp’s quarterly ranking of the top 25 Customer Service apps based in the cloud. Each app is scored using five criteria, each worth 20 points, for a total possible score out of 100: User Reviews, Integrations, Mobile Apps, Media Presence, and Security. Each app’s GetRank score is completely independent of commercial interests and existing relationships that GetApp has with app vendors. For a full report on GetRank and quarterly industry trends, check out the research tab above.

Reviews
Integrations
Mobile
Media
Security

1. Zendesk

Cloud customer service software
71
16
20
19
16

2. LiveChat

Customer Service Software with Live Chat and Help Desk
62
15
17
18
4
8

3. Freshdesk

Online Customer Support Software & Helpdesk Solution
61
14
18
18
11

4. Desk.com

Online customer service software
57
15
17
17
8

5. Help Scout

Web-based help desk designed for a great customer experience
53
15
14
0
16
8

6. Intercom

Behavioral targeting and user data
48
9
6
17
16

7. TeamSupport.com

B2B Customer Support Software
46
20
7
0
2
17

8. Cayzu Help Desk

Cayzu. Simple. Affordable. Help Desk Solution.
46
11
8
13
2
12

9. HappyFox

Helpdesk, customer support software
44
15
11
16
2

10. Zoho Support

Customer support help desk software
44
12
0
16
16

11. UserVoice

Customer engagement infrastructure for operational excellence
43
15
0
13
3
12

12. Vision Helpdesk

Help Desk, Satellite Desk and IT Service Desk Software
43
17
10
7
2
7

13. HelpOnClick Live Chat Software

Live Chat Software
40
15
9
14
2

14. Kayako

Helpdesk/ customer service software
39
12
5
15
7

15. Deskero

The social customer care
36
12
2
6
2
14

16. bpm'online service

The Omnichannel Customer Service and Support
32
0
7
14
2
9

17. KronoDesk

Take Your Customer Support to the Next Level
29
6
3
0
2
18

18. Oracle Service Cloud

Web, Social & Contact Center
29
0
0
18
11

19. Casengo

Customer Support Software for Live Chat, Email and Twitter
27
14
3
8
2

20. SysAid

Help Desk and Asset Management
25
6
0
16
3

21. Salesforce Service Cloud

Salesforce1 customer service app
25
0
5
0
20

22. eStreamDesk Helpdesk

Online helpdesk & knowledge base simplified
24
11
4
0
2
7

23. ManageEngine SupportCenter Plus

Web based customer support
23
6
0
13
4

24. nanoRep

Digital customer assistant solution
16
10
4
0
2

25. Sellsy Helpdesk

Helpdesk Software by Sellsy
14
0
0
0
2
12

GetRank Q2 Research for Customer Service

Sign in with Linkedin to download a free copy of the report.

Download Report

How is the GetRank score calculated?

User Reviews

The GetRank score for user reviews is calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against other apps in the category. This raw number is then scaled to represent a value between 1 and 20.

Integrations

Integration scores are calculated by scaling and adding two different averages for the number of listed integrations on GetApp: the first 15 points are awarded for the total number of integrations scaled against the average for the top 25 percent of apps in the category, while the final 5 points are awarded for the total number of integrations scaled against the leader in the category.

Mobile Platforms

Mobile platform scores are calculated using data pulled from Google Play and the Apple App Store. In this case, a maximum of 5 points is attributed for having an Android App, and another 5 for an iOS app. The additional 10 points are calculated based on the ratings of the app in each store, rated out of 5, for a total of 20 points.

Media Presence

Using Brandwatch as a source of data, GetApp analyzed the number of social media mentions of each application and vendor over the course of the quarter. In order to scale the volume of mentions and filter for irrelevant content, the Twitter handle of the vendor was used as the query search in Brandwatch. Similar to the scoring for integrations, the first 15 points are awarded for the total mentions scaled against the average of the top 25 apps in the category, while the final 5 points are awarded for total mentions scaled against the category leader.

Security

Security is calculated with data collected from the GetRank security survey. The survey and scoring were developed in collaboration with Microsoft. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each question is weighted for importance, and each answer is given a score. The raw score is calculated by comparing the application’s score, to that of the ideal app, and then scaling to a score out of 20.

Sign in with Linkedin to download a free copy of the report.

Download Report

  • Zendesk    47

    Cloud customer service software
    Zendesk is a leading cloud-based customer service software solution trusted by over 40,000 organizations worldwide.
    Visit Website
    I use this
    Save for later
  • Desk.com    20

    Online customer service software
    Desk.com offers multi-channel customer support to manage requests from social media, email, phone, and chat, with tools for case management and productivity.
    Visit Website
    I use this
    Save for later
  • Freshdesk    18

    Online Customer Support Software & Helpdesk Solution
    Freshdesk enables multi-channel, multi-lingual customer support with ticket management, helpdesk automation, SLA management, knowledge-base, and mobile support.
    Visit Website
    I use this
    Save for later
  • LiveChat    23

    Customer Service Software with Live Chat and Help Desk
    Engage customers on your website, guide them through sales process or provide them with an amazing customer service! Try LiveChat for free, for 30 days!
    Visit Website
    I use this
    Save for later
  • Salesforce Service Cloud  

    Salesforce1 customer service app
    Salesforce Service Cloud helps to automate customer support combining unified case management, knowledge base, social media support, live chat, & self service.
    Visit Website
    I use this
    Save for later
  • JIRA Service Desk    2

    Redefine what IT means for your business with JIRA Service Desk
    JIRA Service Desk helps IT support teams provide better service by automating ticket management, self service, agent collaboration, SLAs, case tracking, & more.
    Visit Website
    I use this
    Save for later
  • Talkdesk    7

    Browser-based Call Center Software
    Delight your customers with excellent customer service voice support. Talkdesk is a browser based call center software that is easy to set up and easy to use.
    Visit Website
    I use this
    Save for later
  • inContact Contact Center  

    Virtual contact center software
    inContact helps to improve the customer service your call center offers through satisfaction surveys, supervisor tools, workforce optimization, analytics & more
    Visit Website
    I use this
    Save for later
  • Zoho Support    4

    Customer support help desk software
    Zoho Support helps you manage all customer interactions coming from multiple channels. Automate ticket management, measure satisfaction, & customize support.
    Visit Website
    I use this
    Save for later
  • TeamSupport.com    93

    B2B Customer Support Software
    Customer Focused Customer Service Software - helping you get the focus of customer service back on the customer where it belongs!
    Visit Website
    I use this
    Save for later
  • Freshservice ServiceDesk    5

    IT Helpdesk + Asset Management software from Freshdesk®
    Freshservice is an online ITIL service desk with a fresh twist. It puts a refreshing user experience on top of powerful ticketing and asset management capabilities, and is the most user-friendly app in the space. In addition to core functionalities like Incident, Problem, Change, Release and Asset Management, Freshservice also lets you put your knowledge base on the cloud. Freshservice offers a plug and play ITIL solution for organizations looking to align themselves to best practices without getting any expert implementation help. It has been developed by the team of experts behind Freshdesk, the leading customer support software that is currently being used to support over 5 million customers across the world.
    Visit WebsiteSpecial Promo
    I use this
    Save for later
  • ManageEngine ServiceDesk Plus    1

    Help Desk software and Asset Management Tool
    ManageEngine ServiceDesk Plus is one of the best help desk software and asset management tool you can probably find. ServiceDesk Plus integrates your help desk requests and assets to allow you manage your IT in an effective way. The software helps you implement ITIL best practices and troubleshoot IT service requests faster. ServiceDesk Plus is a customizable and easy-to-implement help desk software with more than 10,000 users worldwide. ServiceDesk Plus is available in 23 different languages.
    Visit Website
    I use this
    Save for later
  • InvGate Service Desk  

    Modern Intuitive IT Service Desk Software
    Use InvGate to manage, automate & assess your IT service support with ticket management, workflow automation, self-service, gamification, analytics and more.
    Visit Website
    I use this
    Save for later
  • Vision Helpdesk    32

    Help Desk, Satellite Desk and IT Service Desk Software
    Customer Service Help Desk Software
    Visit Website
    I use this
    Save for later
  • Samanage    20

    IT Service Desk & Asset Management Software
    Use Samange's IT service desk module to manage service requests from customers, send satisfaction surveys, create a customer self-service portal and more.
    Visit Website
    I use this
    Save for later
  • Help Scout    14

    Web-based help desk designed for a great customer experience
    Help Scout lets you manage all customer support emails in one place with features such as automated workflows, knowledge base, collision detection, and reports.
    Visit Website
    I use this
    Save for later
  • HelpOnClick Live Chat Software    14

    Live Chat Software
    Increase sales and customer satisfaction with HelpOnClick state of the art Live Chat Software. This Live Chat Software helps you to see exactly who is on your website right now and what they do using a real time traffic monitor. Invite your visitors for a chat and convert them into a paying and happy customers! With HelpOnClick live chat software you can get started with live support and chat in just 5 minutes! Installing HelpOnClick software could not be easier, you only need to copy the HTML code and paste it into your website and you're done. Also, there is no need to keep the browser open as the desktop tray application instantly notifies you about the new chats and messages. Above all, you can also customize the chat window to match your website look.
    Visit Website
    I use this
    Save for later
  • Tracker    9

    Customer Service and Support Management Software
    The PhaseWare Tracker product suite creates an exceptional customer support experience with flexible visual workflows, automated business rules and performance management tools. A supporting knowledge base application will enable timely, effective agent troubleshooting as well as an elevated customer self-service experience. From the customer support agent, PhaseWare Tracker will improve their productivity and performance by providing a single interface for managing customer information, prioritizing cases, documenting case histories, researching solutions, managing tasks and alerts, escalating cases, and monitoring performance.
    Visit Website
    I use this
    Save for later
  • Vocalcom Contact Center Software    7

    Omnichannel Contact Center Software & "Social First" Solutions
    Vocalcom's contact center software aids customer service through features such as IVR, ACD, routing, case management, call recording, agent monitoring, & more.
    Visit Website
    I use this
    Save for later
  • Zopim Live Chat    4

    Live chat for website visitors
    Zopim is a customizable live chat widget to engage with your website visitors in real time.
    Visit Website
    I use this
    Save for later
  • Salesforce Sales Cloud    8

    Cloud-based CRM & sales automation
    Small Business solutions from the worldwide leader in CRM. No software to install. It's simple and quick! Built on the Salesforce1 Platform, Sales Cloud connects the next generation of apps, devices, and customers. It’s an instant connection to your leads, contacts, accounts, and critical business information. It’s everything you need to close deals quicker. Wherever you are. Whenever you want. On any device. Salesforce, combined with your custom apps and AppExchange mobile apps, turns your mobile device into a portable sales office. You can log calls, respond to hot leads, work opportunities, or check dashboards no matter where you are. And collaborate across teams, from anywhere.
    Visit Website
    I use this
    Save for later
  • Cayzu Help Desk    3

    Cayzu. Simple. Affordable. Help Desk Solution.
    Cayzu is the easiest way to manage all of your support requests from a single cloud portal. Integrates with Facebook, Twitter and more! First 3 agents are FREE forever.
    Visit Website
    I use this
    Save for later
  • Toonimo    1

    Humanized Digital Walkthroughs
    Toonimo humanizes the web user experience with engaging digital walkthroughs. The SaaS platform enables organizations to add an overlay of human voice and customized graphical coach marks that engages visitors, showcases key offers and guides users through website funnels. Toonimo offers a comprehensive analytics dashboard in order to track user engagement and conversions.
    Visit Website
    I use this
    Save for later
  • KronoDesk    1

    Take Your Customer Support to the Next Level
    Improve your customer service with KronoDesk, it helps you keep track of your customers support needs.
    Visit Website
    I use this
    Save for later
  • ManageEngine SupportCenter Plus    1

    Web based customer support
    SupportCenter Plus is a web-based CRM application and customer support tool that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience. It enables you to manage multiple service contracts and related support plans to service your customers on time and bill accordingly. The self-service portal and allow your customers to submit tickets, track them, search the knowledge base and run reports.
    Visit Website
    I use this
    Save for later


Page last modified

What is Customer Service Software?

Customer service tools are used to manage the level of customer support provided before, during and after a purchase or service is provided to a customer. These business apps help to measure performance and identify ways in which the level of customer service can be improved. This is done by automating key processes, documenting best practices and recording customer interactions. By providing reports and overviews, users of customer service software are better equipped to put measures in place to improve their customer relations.

One of the main aims of customer service applications is to increase the speed and efficiency of issue resolution. By consolidating customer data into one easily accessible platform, reps can access complete client interaction history as well as all their personal information. Response time is reduced through call routing. Queries are routed to the right agents by automatically categorizing and separating issues into work queues for different teams.

Self-service is a another key trend among customer service applications. By providing customers with self-service portals packed with resources such as FAQ´s, guides, video tutorials, forums and other documentation, busy customers looking for a quick answer can help themselves before getting in the queue to speak to an agent. This frees up your agents for other tasks and reduces waiting time.

Multi-channel support tools offers a better experience to your customer by providing several forms of contact. These often include integrated phone, email, online support and social media platforms such as Facebook and Twitter. All queries coming from these channels are routed to the same inbox, reducing the time spent checking separate channels. Other customer service tools include feedback forms and online surveys, helping you to understand better what your customers really wants from your service.

Customer service software helps unite the whole team in improving the customer experience, not leaving it solely on the shoulders of customer reps. Through various communication tools, sales reps, marketers and other departments can collaborate and share information which they think might help to improving the service received by your customers.

Most customer service applications will provide you with key insights and analytics through reporting and time-tracking features. This equips you with the information needed to gain a deeper understanding of your customer service and help flag-up areas for improvement. It also helps to build workflows and create knowledge bases used to train new agents and ensure all existing agents are working from the same page.

Key Features & Benefits

  • Electronically record customer interactions with agents
  • Store personal customer information for easy access
  • Offer multiple channels of support, such as email, text and chat
  • Build surveys and feedback forms for deeper insights
  • Generate reports on key insights and metrics
  • Improve customer-related communication among departments
  • Create customer self-service tools such as FAQs, forums etc.