Customer Service Software

Customer Service software covers any tool designed to help organizations manage multi-channel inbound and outbound communications, including phone, live chat, and email, and resolve customer issues. Typical features include call routing, ticketing, and analytics.
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Here's our list of apps for Customer Service software.

Customer service software streamlines customer service efforts of a business. It enables users to address customer concerns and communicate with them across different channels such as email, web, and social media.

Highlighted apps are recognized as Category Leaders — the leading business apps within a category. Our data-driven rankings are based on 5 key factors that will help you choose the right app for your business.

You can also sort & filter results by Category Leaders or click on the ‘Leaders’ tab to see the full list, compare apps, and find out more about our scoring methodology.

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223 apps

NICE inContact   

329
Cloud Contact Center Software
NICE inContact helps to improve the customer service your call center offers through satisfaction surveys, supervisor tools, workforce optimization and more. Read more about NICE inContact
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Cloud Contact Center Software
NICE inContact helps to improve the customer service your call center offers through satisfaction surveys, supervisor tools, workforce optimization and more. Read more about NICE inContact
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Zendesk   

2,372
63 pts
Cloud-based Help Desk & Customer Support Platform
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations. Read more about Zendesk
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Cloud-based Help Desk & Customer Support Platform
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations. Read more about Zendesk
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Wix Answers   

19
The only unified customer support solution.
Wix Answers is a unified customer service solution that enables making and taking calls from the same tab you use to answer tickets, chat with customers and share knowledge. with custom help widgets you can support customers from anywhere, with a click-away help article, forms or call back request. Read more about Wix Answers
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The only unified customer support solution.
Wix Answers is a unified customer service solution that enables making and taking calls from the same tab you use to answer tickets, chat with customers and share knowledge. with custom help widgets you can support customers from anywhere, with a click-away help article, forms or call back request. Read more about Wix Answers
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Salesforce Service Cloud   

458
60 pts
Customer Service & Field Service Management Solutions
Salesforce Service Cloud helps to automate customer support combining unified case management, knowledge base, social media support, live chat, & self service. Read more about Salesforce Service Cloud
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Customer Service & Field Service Management Solutions
Salesforce Service Cloud helps to automate customer support combining unified case management, knowledge base, social media support, live chat, & self service. Read more about Salesforce Service Cloud
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Cayzu   

31
Cloud Based Ticket Management & Help Desk Software
Stand out from the crowd by providing easier to use, customizable self service to your customers! Cayzu offers a complete help desk and knowledge base built into one. Read more about Cayzu
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Cloud Based Ticket Management & Help Desk Software
Stand out from the crowd by providing easier to use, customizable self service to your customers! Cayzu offers a complete help desk and knowledge base built into one. Read more about Cayzu
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Aceyus   

3
Employee & client experience management for contact centers
Aceyus is an intelligence and reporting platform for enterprise-level contact centers, which provides real-time & historical reports on customer and agent behavior. Features include intelligent call routing, alerts, dynamic dashboards, trend analysis, omnichannel reporting, data integration & more. Read more about Aceyus
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Employee & client experience management for contact centers
Aceyus is an intelligence and reporting platform for enterprise-level contact centers, which provides real-time & historical reports on customer and agent behavior. Features include intelligent call routing, alerts, dynamic dashboards, trend analysis, omnichannel reporting, data integration & more. Read more about Aceyus
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Genesys Cloud   

99
Mobile optimized cloud call center with multichannel routing
Genesys Cloud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation. Read more about Genesys Cloud
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Mobile optimized cloud call center with multichannel routing
Genesys Cloud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and built for rapid innovation. Read more about Genesys Cloud
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Salesforce Essentials   

98
CRM for small business
Salesforce Essentials is a cloud-based CRM for small businesses which allows users to manage leads, opportunities, pipelines, support requests, and more. Read more about Salesforce Essentials
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CRM for small business
Salesforce Essentials is a cloud-based CRM for small businesses which allows users to manage leads, opportunities, pipelines, support requests, and more. Read more about Salesforce Essentials
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Front   

149
Email management software and shared inbox for teams
Better than a help desk, Front is a collaborative inbox for all your customer communication - email, chat, social media, SMS, and more. With emails to support@ or info@ addresses in shared inboxes, teams can collaborate to give a better experience. Try Front for free. Read more about Front
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Email management software and shared inbox for teams
Better than a help desk, Front is a collaborative inbox for all your customer communication - email, chat, social media, SMS, and more. With emails to support@ or info@ addresses in shared inboxes, teams can collaborate to give a better experience. Try Front for free. Read more about Front
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Jira Service Desk   

252
55 pts
Simple service desk built on Jira
Jira Service Desk helps support teams provide better service by automating ticket management, self service, agent collaboration, SLAs, reporting & more. Read more about Jira Service Desk
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Simple service desk built on Jira
Jira Service Desk helps support teams provide better service by automating ticket management, self service, agent collaboration, SLAs, reporting & more. Read more about Jira Service Desk
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RenewityRMA   

10
Returns management and product service tracking solution
RenewityRMA is a cloud-based solution that helps businesses define and implement processes for returns and service management across multiple locations. Key features include quote generation, case management, serial number validation, KPI tracking, data export, and reporting. Read more about RenewityRMA
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Returns management and product service tracking solution
RenewityRMA is a cloud-based solution that helps businesses define and implement processes for returns and service management across multiple locations. Key features include quote generation, case management, serial number validation, KPI tracking, data export, and reporting. Read more about RenewityRMA
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Bold360   

25
AI-powered customer engagement platform
Bold360 is the ultimate AI-powered engagement platform helping companies build and nurture customer relationships while delivering better experiences for both customers and the employees serving them. Read more about Bold360
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AI-powered customer engagement platform
Bold360 is the ultimate AI-powered engagement platform helping companies build and nurture customer relationships while delivering better experiences for both customers and the employees serving them. Read more about Bold360
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elevio   

26
Self-service support & customer education platform
Elevio offers on-demand, self-service customer support tools, including knowledge base management, in-app contextual help, support channel integrations, & more. Read more about elevio
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Self-service support & customer education platform
Elevio offers on-demand, self-service customer support tools, including knowledge base management, in-app contextual help, support channel integrations, & more. Read more about elevio
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Help Scout   

154
Web-based help desk designed for better 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. Read more about Help Scout
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Web-based help desk designed for better 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. Read more about Help Scout
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InGenius   

2
Call center CRM-integrated software
InGenius is a computer telephony integration (CTI) innovator that connects Asterisk, Avaya, Cisco, Genesys and Mitel phone systems into Microsoft Dynamics, Salesforce and ServiceNow CRMs. The solution adapts to individualized contact center needs. Read more about InGenius
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Call center CRM-integrated software
InGenius is a computer telephony integration (CTI) innovator that connects Asterisk, Avaya, Cisco, Genesys and Mitel phone systems into Microsoft Dynamics, Salesforce and ServiceNow CRMs. The solution adapts to individualized contact center needs. Read more about InGenius
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HappyFox   

78
60 pts
Helpdesk, customer support software
HappyFox is a cloud based help desk and customer support software. The ticket support system lets you solve customers' issues , fastening your customer support workflow. It also has built-in knowledge base, community forum and end-user support portal. Read more about HappyFox Liked by a cross section of small, medium and large businesses for its ease of use, HappyFox pricing and feature set just are perfect for your business. Quick Facts - Supports email, voice, chat, social media and mobile channels - Works on your iOS, Android and Windows mobile devices - Integrated with some great cloud apps like Salesforce, Twilio, HappyFox Chat & Olark live chat, Freshbooks accounting, Batchbook, Highrise & Zoho CRM - Social media integration with Facebook - Over 35 languages supported - Pricing starts at $29/mo/agent - 30-day Free Trial
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Helpdesk, customer support software
HappyFox is a cloud based help desk and customer support software. The ticket support system lets you solve customers' issues , fastening your customer support workflow. It also has built-in knowledge base, community forum and end-user support portal. Read more about HappyFox Liked by a cross section of small, medium and large businesses for its ease of use, HappyFox pricing and feature set just are perfect for your business. Quick Facts - Supports email, voice, chat, social media and mobile channels - Works on your iOS, Android and Windows mobile devices - Integrated with some great cloud apps like Salesforce, Twilio, HappyFox Chat & Olark live chat, Freshbooks accounting, Batchbook, Highrise & Zoho CRM - Social media integration with Facebook - Over 35 languages supported - Pricing starts at $29/mo/agent - 30-day Free Trial
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Dixa   

17
The Customer Friendship Platform
Full-featured customer service software for phone, email, chat & messaging apps that runs in your browser. Designed for customer-facing teams whose primary focus is on the customer, Dixa helps brands deliver omnichannel customer experiences through smart routing, a built-in CRM, integrations & more. Read more about Dixa
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The Customer Friendship Platform
Full-featured customer service software for phone, email, chat & messaging apps that runs in your browser. Designed for customer-facing teams whose primary focus is on the customer, Dixa helps brands deliver omnichannel customer experiences through smart routing, a built-in CRM, integrations & more. Read more about Dixa
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inSided   

7
Leading Community Platform for Customer Success & Support
Speed up your response time and let customers find answers in just three clicks with a community-powered knowledge base. Read more about inSided
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Leading Community Platform for Customer Success & Support
Speed up your response time and let customers find answers in just three clicks with a community-powered knowledge base. Read more about inSided
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HelpDesk   

6
Ticketing software for effortless customer support
HelpDesk is a ticketing system for customer service teams. Minimize your support team’s efforts and save time for meaningful conversations with customers. Resolve tickets faster and with greater precision. Use HelpDesk to improve your customer satisfaction level and increase sales. Read more about HelpDesk
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Ticketing software for effortless customer support
HelpDesk is a ticketing system for customer service teams. Minimize your support team’s efforts and save time for meaningful conversations with customers. Resolve tickets faster and with greater precision. Use HelpDesk to improve your customer satisfaction level and increase sales. Read more about HelpDesk
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Vision Helpdesk   

27
Help Desk, Multi Company Desk and ITSM / ITIL Service Desk
PINKVerify Certified ITIL / ITSM Compliant - Service Desk Software, Incident, Asset, Problem, Change, Release, Contract, Vendor, Service Catalog & more. Read more about Vision Helpdesk
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Help Desk, Multi Company Desk and ITSM / ITIL Service Desk
PINKVerify Certified ITIL / ITSM Compliant - Service Desk Software, Incident, Asset, Problem, Change, Release, Contract, Vendor, Service Catalog & more. Read more about Vision Helpdesk
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SoGoSurvey   

621
Customer and employee experience management platform.
SoGoSurvey is a cloud-based software that enables the creation of employee engagement surveys, customer satisfaction surveys, and online polls. The platform offers all-encompassing enterprise feedback management, which helps organizations collect, analyze, and take action on data. Read more about SoGoSurvey
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Customer and employee experience management platform.
SoGoSurvey is a cloud-based software that enables the creation of employee engagement surveys, customer satisfaction surveys, and online polls. The platform offers all-encompassing enterprise feedback management, which helps organizations collect, analyze, and take action on data. Read more about SoGoSurvey
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HelpCrunch   

147
51 pts
Customer Communication tool for Support, Marketing & Sales
HelpCrunch is a top-rated Customer Service platform that let's you deliver instant answers to customers 24/7 with Live chat, Help desk, and Knowledge base functionality. All Features: - Live Chat - Auto Messages - Email Marketing - Help Desk - Knowledge Base - Popups - Mobile apps… Read more about HelpCrunch
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Customer Communication tool for Support, Marketing & Sales
HelpCrunch is a top-rated Customer Service platform that let's you deliver instant answers to customers 24/7 with Live chat, Help desk, and Knowledge base functionality. All Features: - Live Chat - Auto Messages - Email Marketing - Help Desk - Knowledge Base - Popups - Mobile apps… Read more about HelpCrunch
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EngageBay   

52
Integrated sales & marketing software for growing teams
EngageBay is an all-in-one marketing, sales and service automation software which automates marketing sales by combining lead generation, email marketing, marketing automation, CRM & social media engagement. EngageBay helps businesses acquire, engage, nurture, and close leads from a single platform. Read more about EngageBay
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Integrated sales & marketing software for growing teams
EngageBay is an all-in-one marketing, sales and service automation software which automates marketing sales by combining lead generation, email marketing, marketing automation, CRM & social media engagement. EngageBay helps businesses acquire, engage, nurture, and close leads from a single platform. Read more about EngageBay
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Fenero   

24
Revolutionary blockchain-powered contact center software
Qubicles is a blockchain software company and the creators of decentralized tools and services for the contact center industry. Our solution includes on-demand staffing for remote workers and powerful cloud-based contact center software that includes all features needed to run centers of all sizes. Read more about Fenero
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Revolutionary blockchain-powered contact center software
Qubicles is a blockchain software company and the creators of decentralized tools and services for the contact center industry. Our solution includes on-demand staffing for remote workers and powerful cloud-based contact center software that includes all features needed to run centers of all sizes. Read more about Fenero
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LiveChat   

1,018
Premium Customer Service Software for Live Chat & Help Desk
Connect with your customers on the website, provide them with immediate help when questions arise and create a great customer experience! Try LiveChat for free! Read more about LiveChat
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Premium Customer Service Software for Live Chat & Help Desk
Connect with your customers on the website, provide them with immediate help when questions arise and create a great customer experience! Try LiveChat for free! Read more about LiveChat
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Customer Service Software Buyers Guide

Customer service software boosts the productivity of customer service agents by helping them tend to customer requests and queries efficiently and swiftly. This improves customer’s experience with your brand, which positively impacts the brand image and boosts your profitability in the long run.

In this guide, we’ll cover key topics related to customer service software selection:

What is customer service software?

Customer service software is a tool that helps businesses streamline their customer service efforts. It enables users to address customer concerns and communicate with them across different channels such as email, web, and social media. 

Users can manage all customer data and interactions on a single platform and retrieve it swiftly for reference. They can also raise tickets about customer queries, prioritize these tickets, and track the resolution status to ensure customer satisfaction.

Types of customer service software

The first thing you need to do before selecting a customer service solution is to know the different types of software. There are primarily five different types of customer service solutions in the market.

Live chat software: These solutions lets you provide customer service through web chat in real time. Agents can create tickets for unresolved issues while chatting, request customers to fill up automated surveys on chat, queue the chats, and route chats to the most appropriate agents.

Traditional phone software: This solution allows users to handle customer interactions on the phone. It offers features such as IVR, call transfer, call routing, and call recording. 

Self-service software: This software offers features that help customers serve themselves using resources such as guides, video tutorials, forums, and FAQs. 

Helpdesk ticketing software: Ticketing solutions allow users to convert customer queries into tickets that are stored in a centralized space, prioritized, managed, assigned to customer service representatives, and resolved in a stipulated time. 

Integrated customer service software: These solutions combine different features of the software types mentioned above. It allows users to communicate across different channels such as chat, text, phone, social media, and email. Users can also raise tickets and offer self-service tools to customers. 

Key questions to ask your vendor before you buy: Do you offer add-on features with the software that you offer? What is the cost of these add-on features?

Deployment options for customer service software

There are two deployment options that you can choose from based on your business needs:

On-premise: On-premise customer service software allows users to run the software on their own server infrastructure. The vendor is responsible for updates and maintenance. On-premise solutions are suitable for large organizations with centralized teams that require complete control over data access and backups for added security. 

Cloud based: This type of solution allows users to access it via the internet. The software is operated from secure data centers and the vendor takes care of backups, updates, and security. This reduces the cost of having a dedicated IT staff. 

Cloud-based solutions are suitable for organizations of all sizes and with dispersed teams. GetApp recommends cloud-based solutions for small and midsize businesses.

Key question to ask your vendor before you buy: Are there any additional costs to be incurred with each deployment model?

What are some common features of customer service software?

Here are some of the features that you must look for in the customer service solution you choose to purchase:

Customer management: Allows users to record customer details such as customer information, issues, and interactions. Users can access, track, and view the details in a single database to efficiently assist customers.

Customer information view in HelpCrunch

Customer information view in HelpCrunch

Case management: Lets users create, manage, prioritize, and assign customer queries in the form of tickets so that nothing slips through the cracks.

Case information in SupportBench

Case information in SupportBench

Self-service portal: Gives customers access to resources such as a knowledge base and community forums. They can raise tickets, track service requests, participate in community forum discussions, gather resolutions for queries, get expert advice on issues, and submit feedback.

Self service portal in FreshDesk

Self-service portal in Freshdesk

Multichannel communication: Lets users communicate with customers and support them via phone, email, live chat, and social media platforms. They can manage all the communication in one place and redirect/assign communication to the appropriate agent.

Chat window in LiveChat

Chat window on LiveChat

Workflow automation: Automates repetitive tasks such as workflow creation, case assignment, and notifications. This way, they save the time spent on duplicating processes every time.

Automatic workflow in Agiloft

Automated workflow in Agiloft

Performance tracking: Provides performance monitoring tools to let businesses measure the productivity and performance of their agents. You can manage feedback from clients and ensure that critical business KPIs are met.

Performance tracking in LiveChat

Performance tracking in LiveChat

Analytics and reporting: Helps managers get data and reports on issue resolution, customer service calls, response time, and more. This helps them evaluate all the processes and assess the improvements required.

Reporting analytics in Zendesk

Reporting and analytics in Zendesk

Collaboration tools: Allows your team to have conversations about tickets, customer issues, and interactions. They can collaborate using the file sharing feature as well.

File transfer in Zoho Assist

File transfer in Zoho Assist

Key question to ask your vendor before you buy: Are there any other features that you offer with your customer service software?

What are some important customer service software integrations?

Some software integrations enhance your customer service solution. A few important integrations with customer service software include the following:

Customer service management: Your customer service software should integrate with your customer relationship management (CRM) solution. This will help you centralize all customer data such as contact information, interaction history, and any and all communication.

eCommerce plug-in: Customer service software should integrate with eCommerce software so that your web customers also receive a good customer service experience.

Email communication: Integrating an email service allows you to convert emails into tickets, so that agents can easily resolve issues on the core customer service software.

Key question to ask your vendor before you buy: What are other key software integrations that are beneficial for small businesses specifically?

Given below are some trends that you need to know about to stay ahead of the curve in this market:

IoT will improve your customer service offerings: Seventy-three percent of small and midsize businesses (SMB) respondents say that they use or plan to use IoT technology by 2021-22. Forty-eight percent of them believe that the technology is critical to their business.

IoT provides businesses the ability to gather accurate and real-time information through interconnected devices. This can be helpful in improving customer service as businesses can take data-backed actions to mitigate issues. For instance, you can collect real-time data from sensors on your equipment to anticipate when it needs maintenance. 

AI, machine learning to wholly transform customer experience: Artificial intelligence (AI) and machine learning churn large volumes of data to gain insights from it. Fifty-three percent of SMBs are already using AI, or plan to use it, by 2020-2021. 

AI will benefit your customer service team in many ways. It can answer customer queries through chat and process all the information from various IoT devices to make customer self-service more intuitive. It can identify customer needs from the chat history, their searches, and preferences. It can also identify issues and prompt proactive alert messages as well as suggestions.

Key question to ask your vendor before you buy: What are the ways in which you plan to use IoT and machine learning in your customer service software?

Research methodology

We referenced the following documents while creating this guide:

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