Customer Service Software

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LiveChat   

721
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
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

Salesforce Sales Cloud  

10,425
Cloud-based CRM & Sales Automation
Have you seen Salesforce’s small business solutions? Sales Cloud is a customizable CRM platform that grows with you. Get real-time customer information and activity in one place, insights with dashboards, and reports. Connect to thousands of business apps to extend your CRM to every department. Read more about Salesforce Sales Cloud 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.
Cloud-based CRM & Sales Automation
Have you seen Salesforce’s small business solutions? Sales Cloud is a customizable CRM platform that grows with you. Get real-time customer information and activity in one place, insights with dashboards, and reports. Connect to thousands of business apps to extend your CRM to every department. Read more about Salesforce Sales Cloud 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.

Zendesk  

1,852
Cloud customer service software
Zendesk is a leading cloud-based customer service software solution trusted by over 200,000 customers worldwide. Read more about Zendesk
Cloud customer service software
Zendesk is a leading cloud-based customer service software solution trusted by over 200,000 customers worldwide. Read more about Zendesk

Help Scout  

137
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
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

HappyFox  

67
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
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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Customer Service Category Leaders Q1 2019

GetApp's quarterly ranking showcases the leading 10-15 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, functionality, 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 inclusion criteria and scoring.

Score
ReviewsIntegrationsMobileFunctionalitySecurity
84
84
Reviews 17/20
Integrations 12/20
Mobile 19/20
Functionality 19/20
Security 17/20
80
80
Reviews 15/20
Integrations 12/20
Mobile 19/20
Functionality 16/20
Security 18/20
78
78
Reviews 19/20
Integrations 20/20
Mobile 20/20
Functionality 19/20
Security -/20
75
75
Reviews 18/20
Integrations 4/20
Mobile 18/20
Functionality 19/20
Security 16/20
74
74
Reviews 11/20
Integrations 16/20
Mobile 19/20
Functionality 15/20
Security 13/20
72
72
Reviews 19/20
Integrations 17/20
Mobile 18/20
Functionality 18/20
Security -/20
68
68
Reviews 17/20
Integrations 17/20
Mobile 18/20
Functionality 16/20
Security -/20
66
66
Reviews 10/20
Integrations 12/20
Mobile 17/20
Functionality 14/20
Security 13/20
65
65
Reviews 10/20
Integrations 5/20
Mobile 18/20
Functionality 14/20
Security 18/20
65
65
Reviews 11/20
Integrations 7/20
Mobile 18/20
Functionality 15/20
Security 14/20
65
65
Reviews 16/20
Integrations 11/20
Mobile 20/20
Functionality 18/20
Security -/20
59
59
Reviews 14/20
Integrations 11/20
Mobile 19/20
Functionality 15/20
Security -/20
58
58
Reviews 11/20
Integrations 8/20
Mobile 10/20
Functionality 13/20
Security 16/20
55
55
Reviews 14/20
Integrations 9/20
Mobile 17/20
Functionality 15/20
Security -/20
46
46
Reviews 11/20
Integrations 0/20
Mobile 5/20
Functionality 15/20
Security 15/20

What is Category Leaders?

GetApp’s Category Leaders graphic identifies leading cloud-based software products in the Customer Service software category. If you’re a business owner or decision maker who is evaluating Customer Service technology options for your company, Category Leaders is for you.

The ranking highlights key factors that small businesses should consider when assessing which software products may be right for them. These factors include user perception (“user reviews”), compatibility with other systems (“integrations”), mobile offerings (“mobile”), technical capabilities (“functionality”), and product security (“security”).

To create each Category Leaders ranking, our research team typically evaluates hundreds of products in any one category. The 10-15 with the highest scores become Category Leaders.

What makes a product eligible for Category Leaders?

Category Leaders is focused on the North American Customer Service software market. To be eligible for inclusion, products must offer a core set of functionality, as determined by our research analysts, who provide coverage of and have familiarity with products in that market. Please see the “Functionality” section below for additional details on the core set of functionality we define for the Customer Service market.

Since Category Leaders is intended to cover the Customer Service market at large, individual analysts use their market experience and knowledge, existing market-based research, and small business software buyer needs analysis to assess an application’s suitability for a given category depending on whether it can reasonably be expected to be relevant to most small business buyers across industries searching for a system with a strong focus on Customer Service capabilities.

In addition, a product must have at least 20 unique user-submitted product reviews across the three Gartner Digital Markets web properties: softwareadvice.com, capterra.com, and getapp.com, and those reviews must be published within 18 months of the start of the analysis period. The analysis period for the Q1 2019 Category Leaders update is May 9, 2017 to November 9, 2018.

How are the scores calculated?

An app’s score is calculated using five unique data points, each scored out of 20, resulting in a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews

Review scores are calculated using weighted reviews collected from GetApp and its sister sites, Software Advice and Capterra. This score is based on average user ratings (on a scale from 1 to 5) of how satisfied users are with a product overall. The scoring includes ratings left within the previous 18-month period; ratings that are more recent are weighted more heavily.

The methodology calculates the percentile ranking for each product relative to all other products in the software category that have qualified for inclusion. That percentile ranking is then translated into a 1 to 20 score.

Integrations

Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has. The first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms

Mobile scores are calculated based on the availability of an iOS and Android app. Five points are awarded for the presence of each app, with an additional 10 points awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated on a scale based on the category average for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn’t a native iOS or Android app, the product’s website is assessed using Google’s PageSpeed Insights to measure mobile usability. A score out of 100 is given, then scaled to a score out of 5 for a maximum of 5 points.

Functionality

Functionality scores are assigned based on a combination of two assessments: user ratings and functionality breadth data.

Fifty percent of the score is based on average user ratings on a scale from 1 to 5 of how satisfied users are with the product’s functionality. The scoring includes ratings left within the previous 18-month period; ratings that are more recent are weighted more heavily.

The methodology calculates the percentile ranking for each product relative to all other products in the software category that have qualified for inclusion. That percentile ranking is then translated into a 1 to 10 score.

The other 50% of the score is based on a functionality assessment of the product. For each software category, our research analysts define a core set of features that a product must offer, as well as additional “nice-to-have” common and optional features. For the Customer Service category, we identify the following set of features:

  • Core features: ticket management, multi-channel communication, a knowledge base, and a communication tool.
  • Common features (at least two of the following): service level management, interaction tracking, alerts or escalations, macros, and reporting.
  • Optional features: workflow management, customizable branding, social media integration, live chat, call center management, email and integration, and a self-service portal.

Products are assessed according to how many of those pre-defined features they offer, and products with more features receive a higher score. We use this data to calculate a product’s percentile ranking, which allows us to determine how products compare relative to one another rather than determine an absolute number.

All told, a vendor can receive up to 10 points based on user ratings and up to 10 points based on the features assessment for a total maximum score of 20 for “functionality.”

Security

Security scoring 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, supplemented by the expertise of our security research experts. Each answer in the 16-question survey is assigned a point value. The scoring then calculates the percentile ranking for each product relative to all other products in the software category that have qualified for Category Leaders consideration. That percentile ranking is then translated into a 1 to 20 score.

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

External Usage Guidelines

Providers must abide by the Category Leaders External Usage Guidelines when referencing Category Leaders content. Except in digital media with character limitations, the following disclaimer MUST appear with any/all Category Leaders reference(s) and graphic use:

GetApp Category Leaders constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, GetApp or its affiliates.

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.