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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219 apps

LiveAgent   

709
71 pts
Great customer service starts with better help desk software
Great customer service starts with better customer service software! Read more about LiveAgent
Great customer service starts with better help desk software
Great customer service starts with better customer service software! Read more about LiveAgent

TeamSupport   

721
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
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

Zendesk   

2,210
63 pts
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

Zoho Desk   

1,572
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
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

Kayako  

151
Unified customer service platform
Kayako - Customer Service Software made personal and simple with a unified customer service platform that helps you build closer relationships. Read more about Kayako
Unified customer service platform
Kayako - Customer Service Software made personal and simple with a unified customer service platform that helps you build closer relationships. Read more about Kayako

Freshdesk   

1,806
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
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

Intercom  

616
65 pts
Customer messaging platform for sales, marketing and support
Intercom is a customer communication platform with a suite of integrated products for every team, including sales, marketing, product, and support. Intercom products enable targeted communication and engagement with leads and customers via website, inside web and mobile apps, and by email… Read more about Intercom
Customer messaging platform for sales, marketing and support
Intercom is a customer communication platform with a suite of integrated products for every team, including sales, marketing, product, and support. Intercom products enable targeted communication and engagement with leads and customers via website, inside web and mobile apps, and by email… Read more about Intercom

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
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

LiveHelpNow   

68
Help desk and live chat solution for customer service
LiveHelpNow is a help desk software solution for customer service and live chat. LiveHelpNow's live chat tool engages with website visitors to garner customer feedback, send targeted messages & relevant recommendations. It also provides email & ticket management, knowledge base publishing & more. Read more about LiveHelpNow
Help desk and live chat solution for customer service
LiveHelpNow is a help desk software solution for customer service and live chat. LiveHelpNow's live chat tool engages with website visitors to garner customer feedback, send targeted messages & relevant recommendations. It also provides email & ticket management, knowledge base publishing & more. Read more about LiveHelpNow

Deskero  

94
50 pts
Customizable help desk & ticketing system
Provide top-level customer service using Deskero, a simple yet powerful app for taking care of your customers with multi-channel and social support. Read more about Deskero

Deskero

50 pts
Customizable help desk & ticketing system
Provide top-level customer service using Deskero, a simple yet powerful app for taking care of your customers with multi-channel and social support. Read more about Deskero

Salesforce Service Cloud   

445
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
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

Jira Service Desk   

232
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
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

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
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

SolarWinds Service Desk  

477
51 pts
IT Service Desk & Asset Management Software
Use SolarWinds Service Desk to treat your employees like your best customers with greater visibility into past and present service requests and tickets. Read more about SolarWinds Service Desk
IT Service Desk & Asset Management Software
Use SolarWinds Service Desk to treat your employees like your best customers with greater visibility into past and present service requests and tickets. Read more about SolarWinds Service Desk

Issuetrak  

151
38 pts
Issue tracking software for help desk and customer service
Flexibility, simplicity, reliability, and outstanding support makes IssueTrak an outstanding solution for customer service. 20-year track record of performance. Read more about Issuetrak
Issue tracking software for help desk and customer service
Flexibility, simplicity, reliability, and outstanding support makes IssueTrak an outstanding solution for customer service. 20-year track record of performance. Read more about Issuetrak
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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