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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211 apps

NICE inContact   

19
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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Salesforce Essentials   

180
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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Freshdesk   

1,808
82 pts
Online Customer Support Software & Helpdesk Solution
Freshdesk facilitates customer self-service with the ability to create a custom branded knowledge base and community forum with articles, tutorials, and FAQs. Read more about Freshdesk
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Online Customer Support Software & Helpdesk Solution
Freshdesk facilitates customer self-service with the ability to create a custom branded knowledge base and community forum with articles, tutorials, and FAQs. Read more about Freshdesk
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Salesforce Service Cloud   

446
60 pts
Customer service & support software
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 & support software
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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TeamSupport   

726
70 pts
B2B Customer Support Software
Customer Service Software built for business to business support! Improve efficiency, reduce costs, and increase customer satisfaction with TeamSupport. Read more about TeamSupport
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B2B Customer Support Software
Customer Service Software built for business to business support! Improve efficiency, reduce costs, and increase customer satisfaction with TeamSupport. Read more about TeamSupport
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Bold360   

1
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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Front   

50
Email management software and shared inbox for teams
Front lets you manage your Customer Service inboxes -- email (support@, info@, etc), Twitter, Facebook, chat, SMS texts -- all in one place. Read more about Front
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Email management software and shared inbox for teams
Front lets you manage your Customer Service inboxes -- email (support@, info@, etc), Twitter, Facebook, chat, SMS texts -- all in one place. Read more about Front
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PureCloud   

82
Mobile optimized cloud call center with multichannel routing
PureCoud 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 PureCloud
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Mobile optimized cloud call center with multichannel routing
PureCoud 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 PureCloud
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Zoho Desk   

1,574
67 pts
Industry's first context-aware Helpdesk Software
Zoho Desk helps you manage all customer interactions coming from multiple channels. Artificial Intelligence assistant, automate ticket management, measure satisfaction & customize support. Our free plan gives you 3 users free to help you get a head start with your customer service operations. Read more about Zoho Desk
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Industry's first context-aware Helpdesk Software
Zoho Desk helps you manage all customer interactions coming from multiple channels. Artificial Intelligence assistant, automate ticket management, measure satisfaction & customize support. Our free plan gives you 3 users free to help you get a head start with your customer service operations. Read more about Zoho Desk
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ManageEngine SupportCenter Plus   

5
Web based customer support
SupportCenter Plus combines automated request tracking, multi-channel support, knowledge base, self-service, contracts & SLA management, reporting & more. Read more about ManageEngine SupportCenter Plus
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Web based customer support
SupportCenter Plus combines automated request tracking, multi-channel support, knowledge base, self-service, contracts & SLA management, reporting & more. Read more about ManageEngine SupportCenter Plus
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Jira Service Desk   

59
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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InGenius   

0
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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Help Scout   

46
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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Cayzu   

3
Cloud Based Help Desk Software That Actually Helps
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 Help Desk Software That Actually Helps
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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Vision Helpdesk   

28
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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bpm'online studio   

3
Intelligent low-code and process management platform
Bpm’online studio enterprise is an intelligent low-code and process management platform for medium and large organizations with out-of-the-box solutions and templates. Read more about bpm'online studio
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Intelligent low-code and process management platform
Bpm’online studio enterprise is an intelligent low-code and process management platform for medium and large organizations with out-of-the-box solutions and templates. Read more about bpm'online studio
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Pipefy   

81
The Lean management platform
Pipefy is the Lean Management Platform - we help anyone take control of their daily work. Our software puts the proven benefits of Lean management within easy reach, including greater agility, improved efficiency and higher quality outcomes. Read more about Pipefy
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The Lean management platform
Pipefy is the Lean Management Platform - we help anyone take control of their daily work. Our software puts the proven benefits of Lean management within easy reach, including greater agility, improved efficiency and higher quality outcomes. Read more about Pipefy
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Acquire   

18
Multi-channel Customer Communication Platform
Tagove is a live chat software which includes voice calling, one-way and two-way video chat, screen sharing, and co-browsing. Read more about Acquire
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Multi-channel Customer Communication Platform
Tagove is a live chat software which includes voice calling, one-way and two-way video chat, screen sharing, and co-browsing. Read more about Acquire
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LiveAgent   

147
71 pts
Great customer service starts with better help desk software
Great customer service starts with better customer service software! Read more about LiveAgent
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Great customer service starts with better help desk software
Great customer service starts with better customer service software! Read more about LiveAgent
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HelpDesk   

1
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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LiveChat   

357
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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Whatfix   

57
Accelerate Digital Adoption
Whatfix empowers your users to self-serve their queries and get deep understanding into the product to ultimately help you reduce cost of managing support. Read more about Whatfix
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Accelerate Digital Adoption
Whatfix empowers your users to self-serve their queries and get deep understanding into the product to ultimately help you reduce cost of managing support. Read more about Whatfix
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HelpOnClick Live Chat Software   

1
Live Chat Software and Virtual agent for SMBs
Provide timely customer support to your website visitor with the HelpOnClick Live Chat software. Increase sales and improve customer service. Read more about HelpOnClick Live Chat Software
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Live Chat Software and Virtual agent for SMBs
Provide timely customer support to your website visitor with the HelpOnClick Live Chat software. Increase sales and improve customer service. Read more about HelpOnClick Live Chat Software
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ThinkOwl   

1
AI-based customer service management solution
Artificial Intelligence + Helpdesk Software = Better Relationships. ThinkOwl is an artificial intelligence based, helpdesk software that combines human and machine learning. ThinkOwl leverages your human resources to the max through intelligent automation. Read more about ThinkOwl
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AI-based customer service management solution
Artificial Intelligence + Helpdesk Software = Better Relationships. ThinkOwl is an artificial intelligence based, helpdesk software that combines human and machine learning. ThinkOwl leverages your human resources to the max through intelligent automation. Read more about ThinkOwl
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SolarWinds Take Control   

11
Collaborative remote access solution
Solarwinds Take Control (formerly SolarWinds MSP Anywhere) is web-based remote control software for IT service businesses who need to solve client problems, fast. Read more about SolarWinds Take Control
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Collaborative remote access solution
Solarwinds Take Control (formerly SolarWinds MSP Anywhere) is web-based remote control software for IT service businesses who need to solve client problems, fast. Read more about SolarWinds Take Control
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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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