Customer Service Software

Best Comparison List of Vendor Applications & Tools
  • Freshdesk    41

    Online Customer Support Software & Helpdesk Solution
    Freshdesk facilitates customer self-service with the ability to create a custom branded knowledge base and communityread more forum with articles, tutorials, and FAQs.
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  • NewVoiceMedia    1

    Call Center & Inside Sales for Salesforce
    Provide better customer service with cloud contact center software that is completely integrated with Salesforce®.
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  • Desk.com    24

    Online Customer Support Software & Helpdesk Solution
    Desk.com offers multi-channel customer support to manage requests from social media, email, phone, and chat, with toolsread more for case management and productivity.
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  • Samanage    29

    IT Service Desk & Asset Management Software
    Use Samanage's IT service desk module to manage service requests from customers, send satisfaction surveys, create aread more customer self-service portal and more.
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  • Salesforce Service Cloud    6

    Salesforce1 customer service app
    Salesforce Service Cloud helps to automate customer support combining unified case management, knowledge base, socialread more media support, live chat, & self service.
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  • Freshservice ServiceDesk    5

    A complete IT Service Management Tool for your Business
    Freshservice is an online ITIL service desk with a fresh twist. It puts a refreshing user experience on top of powerfulread more 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.
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  • Vision Helpdesk    35

    Help Desk, Satellite Desk and ITIL Service Desk Software
    Customer Service Help Desk Software
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  • Zoho Support    7

    Customer support help desk software
    Zoho Support helps you manage all customer interactions coming from multiple channels. Automate ticket management, measureread more satisfaction, & customize support.
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  • Talkdesk    21

    World's Leading Cloud-Based Call Center Software
    Delight your customers with excellent customer service voice support. Talkdesk is a browser based call center softwareread more that is easy to set up and easy to use.
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  • Vocalcom Contact Center Software    13

    Online Call Center Software & Customer Support
    Vocalcom's contact center software aids customer service through features such as IVR, ACD, routing, case managementread more, call recording, agent monitoring, & more.
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  • TeamSupport.com    96

    B2B Customer Support Software
    Customer Focused Customer Service Software - helping you get the focus of customer service back on the customer whereread more it belongs!
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  • LiveChat    124

    Premium Customer Service Software - Live Chat and Help Desk
    Connect with your customers on the website, provide them with immediate help when questions arise and create a greatread more customer experience! Try LiveChat for free!
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  • Help Scout    20

    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, knowledgeread more base, collision detection, and reports.
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  • Whatfix    12

    Ease Onboarding, Smarter Training & Improve Support
    Whatfix is a smarter way for a business to Ease Onboarding, Improve Support and Reduce Training effort for its usersread more by using Whatfix Interactive Guides
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  • Zoho Assist    3

    Remote support. Simpler. Faster.
    Offer your customers remote computer support with Zoho Assist. Includes an embeddable website widget, built-in chatread more, file transfer, remote rebooting, & more.
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  • Go Reception  

    Visitor management & office automation system
    Welcome your visitors in style with Go Reception's cloud based Visitor Management platform! Replace paper sign in booksread more with a modern front desk solution.
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  • Zendesk    211

    Cloud customer service software
    Zendesk is a leading cloud-based customer service software solution trusted by over 40,000 organizations worldwide.
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  • LiveAgent    59

    Multi-channel helpdesk software
    15.229 customers gave LiveAgent a 5-star rating in the 2015 survey. Sign up to see why.
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  • Salesforce    233

    Cloud-based CRM & Sales Automation
    Have you seen Salesforce’s small business solutions lately? Sales Cloud is a customizable CRM platform that grows withread more you. Get real-time customer information and activity in one place, plus insights with dashboards and reports. Connect to thousands of business apps to extend your CRM to every department. Or choose SalesforceIQ to be set up in minutes with instant access to CRM data right from your inbox. Use customer insights to prioritize intelligently and spend your time where it matters.
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  • Deskero    25

    The social customer care
    Provide top-level customer service using Deskero, a simple yet powerful app for taking care of your customers with multiread more-channel and social support.
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  • Aircall    35

    Phone system for support and sales teams
    Deliver outstanding customer service over the phone having your team share and collaborate on calls
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  • Front    17

    Inbox management software for teams
    Front lets you manage your Customer Service inboxes: whether you're using e-mail (support@, etc.) Twitter, Facebookread more or Texts, Front helps you stay on top of it.
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  • Yonyx    16

    Decision tree driven Interactive guides for customer service
    Create decision tree driven interactive guides for customer service that integrate with your CRM system & help improveread more consistency & quality of service.
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  • CustomerSure    16

    Sales and Customer Satisfaction
    CustomerSure is simple web-based software to help you collect, share and act on customer feedback. It's been designedread more for businesses who understand that good customer service is great for business; and the software provides a range of practical features that help to improve satisfaction, and drive up retention, repeat business and recommendations. CustomerSure helps you design lightning fast satisfaction surveys and customer service pages that integrate easily with your website. Together these make it really easy to collect honest, timely feedback from customers, and to share this with everyone in the business so that your customers get great service, every time. The software then goes one step further than other feedback tools: it makes sure you act on every piece of feedback, so that every customer feels valued and inclined to recommend you.
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  • Intercom    19

    A fundamentally new way to communicate with your customers
    Intercom is a customer communication platform with a suite of integrated products for every team—including sales, marketingread more, product, and support. Our products enable targeted communication with customers on your website, inside your web and mobile apps, and by email. This contrasts with the old way where a business uses a tangle of point solutions, like marketing automation or helpdesk products, with every team operating in a silo. This makes it hard for teams to work together and be on the same page, resulting in a disjointed and very impersonal experience for the customer.
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GetApp lists the best Customer Service software vendor reviews. Including examples of their program solutions, company comparisons, and other types of application options.

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What to look for in a Customer Service app?

Customer service is the lifeblood of any business. It may sound obvious, but it’s not always easy to get right, which is why you need tools to help you out. These tools manage the level of support provided before, during, and after a purchase is made or a service is provided. Not only will the right cloud-based customer service app help you improve the way you interact with your customer, it will also enable you to measure your performance and identify ways in which you can improve. This is done by automating key processes, documenting best practices, recording customer interactions, and providing details analytics, all of which better equips a company to provide exceptional service to its customers.

Customer Service ranking

Reviews
Integrations
Mobile
Media
Security

View the full GetRank

Must have Customer Service features

Choosing the right customer service app for your business is not an easy process, but here are some common features you should look for, as well as some more niche functionality that could be useful for your business.

API

Your customer service software shouldn't work in isolation, but if you want it to work with your other systems, you'll need a fully-documented API that integrates with other common solutions, along with plenty of support from the software vendor.

View all apps with API

Chat

Chat allows your support staff to have real-time, personalized conversations with your customers to resolve problems there and then.

View all apps with Chat

Knowledge Base

Helping customers to help themselves is key for any good customer service software. A knowledge base brings together articles, videos and other interactive content to allow your customers to find answers to their questions without the need for a customer service agenet, as well as allowing your support staff to provide quicker resolution to common queries.

View all apps with Knowledge Base

Routing

Routing matches customers to the most appropriate member of their support staff to answer theor question. This can be done not just with phone calls, but also with live chat, mobile, and social media interactions.

View all apps with Routing

Real Time Monitoring

Real-time monitoring allows you to keep track of what is happening with your support staff and customers as and when it occurs, enabling you to identify and resolve problems quicker.

View all apps with Real Time Monitoring

SLA Management

When your customers have a problem, they want to know when they can expect a response and in what way. SLA management allows you to set up multiple company policies and ensure they are communicated to customers.

View all apps with SLA Management

Real Time Reporting

Real time reporting can help you understand your customers better by pulling together key metrics to provide insights into their behaviors, meaning you can provide a more personalized and relevant response.

View all apps with Real Time Reporting

Incident Management

If there is a disruption to your service, you need peace of mind that your IT staff can get your software up and running again as quickly as possible. prioritize problems and solve them quicker.

View all apps with Incident Management

Ticket Management

Centralizing customer correspondence is important if you want to provide the best support. Ticket management allows you to bring together customer questions from multiple channels into one, centralized location.

View all apps with Ticket Management

Further reading on Customer Service

  • Seven Best Customer Service Apps to Create Lasting Customer Relationships

    A business without customers is like a car without an engine: it's going nowhere. Serving your customers well is the crux of any business, and your ability to deliver on what you promise your customers is what differentiates you from your competitors.
  • The Top 15 Most Influential Customer Service Experts to Follow on Twitter

    It's crystal clear that customer service is important. No matter what industry your small business is in, you need to make sure that your clients receive the service they pay for. Apart from the traditional meaning of customer service, which is according to Wikipedia "the provision of service to customers before, during and after a purchase", small businesses also need to be aware of the importance of the social consumer.
  • Lack of resources biggest customer service challenge for SMBs

    A lack of resources, such as customer service reps, is the biggest challenge being faced by SMBs (small and medium-sized businesses), according to new research. The study also reveals that not having enough visibility at customer level is another big challenge being faced by SMBs today.
  • 10 trends that put the customer back into customer service

    The true cost of bad customer service is high: according to cloud contact center provider NewVoiceMedia, businesses in the US lose $41 billion each year due to poor customer service.

Customer Service Category Leaders Q2 2016

GetApp's quarterly ranking showcases the top 25 Customer Service apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, media presence, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about how we calculate scores.

Reviews
Integrations
Mobile
Media
Security

1. Zendesk

Cloud customer service software
90
18
20
20
16
16

2. LiveChat

Premium Customer Service Software - Live Chat and Help Desk
86
20
17
17
15
17

3. Freshdesk

Online Customer Support Software & Helpdesk Solution
84
15
18
17
16
18

4. Desk.com

Online Customer Support Software & Helpdesk Solution
75
13
17
16
16
13

5. HappyFox

Helpdesk, customer support software
74
14
16
15
16
13

6. LiveAgent

Multi-channel helpdesk software
66
17
14
14
4
17

7. Kayako

Helpdesk/ customer service software
65
12
8
15
10
20

8. Zoho Support

Customer support help desk software
64
12
7
15
16
14

9. UserVoice

Customer engagement infrastructure for operational excellence
61
14
9
13
11
14

10. Intercom

A fundamentally new way to communicate with your customers
59
14
13
16
16

11. Vision Helpdesk

Help Desk, Satellite Desk and ITIL Service Desk Software
57
16
14
13
5
9

12. SysAid

One Service Desk. All Essentials.
55
9
5
15
11
15

13. Help Scout

Web-based help desk designed for a great customer experience
55
15
16
8
5
11

14. Deskero

The social customer care
52
15
5
13
2
17

15. Front

Inbox management software for teams
52
15
9
16
3
9

16. TeamSupport.com

B2B Customer Support Software
48
18
10
0
2
18

17. Cayzu Help Desk

Cayzu. Simple. Affordable. Help Desk Solution.
48
10
9
13
2
14

18. HelpOnClick Live Chat Software

Live Chat Software
47
14
11
14
8

19. NABD System

Multi-channel Customer support & Help Desk software-FREE PLAN
43
13
3
7
2
18

20. Salesforce Service Cloud

Salesforce1 customer service app
41
9
12
0
20

21. bpm'online service

The Omnichannel Customer Service and Support
39
0
9
14
4
12

22. Oracle Service Cloud

Web, Social & Contact Center
32
0
5
16
11

23. KronoDesk

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

24. Casengo

Customer Support Software for Live Chat, Email and Twitter
28
13
3
7
5

25. Helprace

All-in-one customer service solution
27
7
2
0
2
16
Reviews
Integrations
Mobile
Media
Security

Who is the ranking for?

This ranking is for business owners and decision makers looking for a first glance at the leading cloud-based Customer Service software in the industry. The data serves as a point of reference highlighting the key factors that small businesses should look at when first analyzing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile app availability), market presence (media presence), and security features (security).

For more details on why we chose these data points, take a look at our industry research reports, which provide in-depth explanations of each data point, as well as trends in the industry.

How are the scores calculated?

An app’s score is calculated based on five unique data points and is completely independent of any relationships that GetApp has with app vendors. The data points are calculated as outlined below:

User Reviews

The 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 one 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 five 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 from Google Play and the Apple App Store. Five points are awarded for having an Android App, and another five for an iOS app. The additional 10 points are calculated based on the user ratings of the app in each store, rated out of five, for a total of 20 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans a vendor has. Each social network contributes a maximum of 10 points to the total score. The first five points are awarded for total number of followers scaled against the average number of followers that each vendor in the category has, while the remaining five points are awarded based on the total number of followers, this time scaled against the category leaders. The scores for Facebook and Twitter are added together for a total score out of 20.

Security

Security is calculated using answers from a vendor-completed survey. 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 answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.