Customer Service Software

Best Comparison List of Vendor Applications & Tools


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 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.

GetRank Q1 2016 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. LiveChat

Premium Customer Service Software - Live Chat and Help Desk
86
20
17
18
14
17

2. Desk.com

Online customer service software
77
14
17
17
16
13

3. HappyFox

Helpdesk, customer support software
76
15
16
16
16
13

4. Zendesk

Cloud customer service software
71
17
20
18
16

5. LiveAgent

Multi-channel helpdesk software
66
16
15
14
4
17

6. Kayako

Helpdesk/ customer service software
65
12
7
16
10
20

7. Freshdesk

Online Customer Support Software & Helpdesk Solution
65
15
17
17
16

8. Zoho Support

Customer support help desk software
64
11
7
16
16
14

9. UserVoice

Customer engagement infrastructure for operational excellence
61
15
8
13
11
14

10. Vision Helpdesk

Help Desk, Satellite Desk and IT Service Desk Software
56
16
15
13
3
9

11. Intercom

A fundamentally new way to communicate with your customers
56
11
12
17
16

12. SysAid

One Service Desk. All Essentials.
51
6
5
14
11
15

13. TeamSupport.com

B2B Customer Support Software
49
19
10
0
2
18

14. Cayzu Help Desk

Cayzu. Simple. Affordable. Help Desk Solution.
49
10
10
13
2
14

15. HelpOnClick Live Chat Software

Live Chat Software
49
15
12
14
8

16. Help Scout

Web-based help desk designed for a great customer experience
47
15
16
0
5
11

17. Front

Inbox management software for teams
47
15
7
14
2
9

18. Deskero

The social customer care
43
11
3
13
2
14

19. NABD System

Multi-channel Customer support & Help Desk software-FREE PLAN
40
10
3
7
2
18

20. bpm'online service

The Omnichannel Customer Service and Support
38
0
9
14
3
12

21. Oracle Service Cloud

Web, Social & Contact Center
34
0
5
18
11

22. Salesforce Service Cloud

Salesforce1 customer service app
32
0
12
0
20

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
29
13
3
8
5

25. Helprace

All-in-one customer service solution
27
7
2
0
2
16

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GetRank Q1 Research for Customer Service

This research report is part of GetApp’s quarterly product ranking, GetRank. The report, ‘Customer Success in the Cloud: Key Trends for 2016’, highlights the most important trends in the customer management space to help you choose the right cloud-based CRM, Customer Service, or Call Center application for your business.

In this report, you’ll find:

  • Expert analysis and industry commentary with insight into some of the most notable developments in customer management software in Q1 of 2016.
  • Unique insights from data collected through GetApp’s research program, GetData, as it relates to user perception of cloud-based business software.
  • The Q1 2016 ranking for CRM, Customer Service & Support, and Call Center software.
  • A detailed explanation of GetRank and the five unique data points used to calculate an app’s GetRank score.

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

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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

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 5 points are awarded for total number of followers scaled against the average number of followers that each vendor in the category has, while the other 5 points are awarded based on the total number of followers 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.

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

Download Report