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Top Rated Customer Service Software with Reporting/Analytics in 2026

Verified reviewer profile picture
Verified reviewer profile picture

All user reviews are verified by in-house moderators and provider data by our software research team.  Learn more

Last updated: April 2026

Reporting and analytics provide valuable insights into customer interactions and team performance. They support data-driven decision making, help optimize customer support, track key metrics, and improve overall efficiency and service quality. Our reviewers in customer service software rated this feature as important.

8 Best Customer Service Software with Reporting/Analytics

Product
User rating
Starting price
LiveChat logo
4.6
(1.7K)
25
per user/per month
Zendesk Suite logo
4.4
(4K)
39
per user/per month
Zoho Desk logo
4.5
(2.2K)
20
per user/per month
Freshdesk logo
4.5
(3.4K)
19
per user/per month
Webex Suite logo
4.4
(7.3K)
25
per user/per month
Salesforce Sales Cloud logo
4.4
(18.7K)
25
per user/per month
Dynamics 365 logo
4.4
(5.8K)
50
per user/per month
LiveAgent logo
4.7
(1.7K)
15
per user/per month

See other top Customer Service products with reporting/analytics

How we picked the 8 top rated products

We chose the high-performing solutions on this list based on verified user ratings on our site. Depending on available data, qualifying products either had to be among the most user-reviewed or the most searched-for products in the Customer Service software category. They also needed to have sufficient reviews about reporting/analytics, have a minimum user rating of 3 out of 5 for that feature, and show evidence of U.S. market presence. We then added a distinction for up to three products based on our proprietary ratings and reviews: Highest rated, Highly rated for reporting/analytics, and Highly rated for free version. Sponsorship or client status has no influence on the selection of these products, but it may impact the order in which products appear.

Details for the 8 best products

LiveChat logo
Reviews Sentiment
 
 
 
1-2(19)
3-4(490)
5(1,204)
Key Features
Support Ticket Management4.5
Call Center Management4.5

User insights about the reporting/analytics feature

Reviewers mention that LiveChat's reporting and analytics provide useful statistics for tracking agent performance and customer interactions. They appreciate the prebuilt dashboards and the ability to visualize chat data, although some find the integration with other tools challenging. Users value the insights for targeted marketing and improving customer service, despite some not utilizing this feature extensively.

See related user reviews

“I'm able to easily report on number of customers attended, conversion of visitors to clients and the frequency of communication for clients”
JM

John M.

Lead consultant

“It is fairly hard to integrate livechat to other reporting tools such as powerbi. The prebuikt dashboards are good however and provide thorough statistics”
JD

Jason D.

It analayst

Starting price
25per user /
per month
Pros and Cons based on 1,713 verified reviews

Effective team collaboration

Extensive integration options

Easy implementation process

Enhanced client communication

Seamless website integration

Frequent connection issues

High costs for small teams

Inconsistent issue resolution

Messaging limitations

See pros and cons details
Zendesk Suite logo
Reviews Sentiment
 
 
 
1-2(117)
3-4(1,681)
5(2,273)
Key Features
Support Ticket Management4.5
Call Center Management4.6

User insights about the reporting/analytics feature

Reviewers find Zendesk Suite's reporting and analytics beneficial for tracking ticketing performance and SLA statistics. They appreciate the ease of creating dashboards and integrating with PowerBI. However, some users mention the complexity of setting up reports and the need for additional costs for advanced analytics. Overall, they value the insights for improving customer service and operational efficiency.
Verified reviewer profile picture

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“Setting up the reporting dashboard can be a little tricky and time consuming but other than the initial set up of what you want your reports on and how your dashboard looks, reporting is very detailed and easy. You can set up reports that'll run daily, weekly, etc. and this helps with not having to spend much time in retrieving the report. ”
Verified reviewer profile picture

Parker V.

Field Marketing Specialist

“Zendesk has great reports and statistics for us to use. Each department can see who is doing tickets, what types of tickets they are working, SLAs, etc. This helps management ensure that everyone is getting the help that they need. ”
GP

Geoff P.

Systems Security Analyst

Starting price
39per user /
per month
Pros and Cons based on 4,071 verified reviews
Verified reviewer profile picture

Efficient client support

Comprehensive issue tracking

Robust customer support

Effective team management

Streamlined helpdesk support

High costs and confusing pricing

Slow performance speed

Challenges in data management

Inconsistent issue resolution

Limited email management

See pros and cons details
Zoho Desk logo
Reviews Sentiment
 
 
 
1-2(21)
3-4(885)
5(1,305)
Key Features
Support Ticket Management4.6
Call Center Management4.5

User insights about the reporting/analytics feature

Reviewers appreciate Zoho Desk's reporting and analytics for their user-friendliness and quick report generation. They find the integration with Zoho Analytics and CRM valuable for a comprehensive view of performance. Users highlight the importance of these capabilities for optimizing customer support and business operations, despite some suggesting improvements for more detailed reporting.
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“Being able to see live users on the site, monitor agents online time within their Zoho accounts and much more really makes reporting and analytics useful for businesses of all sizes. This also supports the identification of areas in which changes must be made.”
MD

Matt D.

Owner

“Provides powerful reporting and analytics capabilities, allowing you to gain insights into your customer service performance.”
Verified reviewer profile picture

Arheer G.

Marketing Manager

Starting price
20per user /
per month
Pros and Cons based on 2,211 verified reviews
Verified reviewer profile picture

Enhanced productivity features

Effective team collaboration

Streamlined client interactions

Support for business expansion

Seamless CRM integration

Slow performance issues

Notification management challenges

Email handling limitations

Complex user interface

See pros and cons details
Freshdesk logo
Reviews Sentiment
 
 
 
1-2(49)
3-4(1,350)
5(2,009)
Key Features
Support Ticket Management4.6
Call Center Management4.4

User insights about the reporting/analytics feature

Reviewers value Freshdesk's reporting and analytics for providing insights into customer support performance, tracking key metrics, and making data-driven decisions. They appreciate the customizable reports and the ability to automate reporting. However, some users note issues with the accuracy and usability of built-in reports, preferring to use external tools like Tableau for more reliable analytics.
Verified reviewer profile picture

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“one of the main issues we have with FD is the lack of reliable reporting. we currently extract raw ticket data and dump the data into Tableau instead of using the built in reporting and dashboard features within FD. we have found that the reporting and analytics components in FD are not accurate and are too clunky to work with”
AF

Alex F.

Analyst

“Freshdesk's reporting and analytics capabilities provide sellers with valuable insights into the performance of their customer service operations, allowing them to make data-driven decisions about how to improve.”
Verified reviewer profile picture

Maximiliano B.

Sales

Starting price
19per user /
per month
Pros and Cons based on 3,408 verified reviews
Verified reviewer profile picture

Multichannel communication support

Efficient help desk management

Enhanced team collaboration

Robust issue tracking

Comprehensive customer support

Limited search functionality

Slow performance speed

Inconsistent issue resolution

Inefficient email management

Problematic call management

See pros and cons details
Webex Suite logo
Reviews Sentiment
 
 
 
1-2(132)
3-4(3,248)
5(4,015)
Key Features
Support Ticket Management4.6
Call Center Management4.6

User insights about the reporting/analytics feature

Reviewers appreciate Webex Suite's reporting and analytics for providing detailed usage statistics and audience engagement data. They find these capabilities useful for tracking meeting trends and improving organizational performance. Users highlight the ease of accessing necessary data, although some mention the limitations in report retrieval and the need for more advanced metrics.

See related user reviews

“Reporting analytics helps to calculate and track the audience presence in the meeting through webex. It shows us a detail format of the peoples present which is very easy to understand. It is extremely important feature so far because it helps to see the presence/absence in a detail format.”
IP

Ishaan P.

Software Engineer Intern

“The system created very valuable data to show audience engagement. I loved the reporting/analytics feature!”
RH

Rachel H.

Senior Specialist

Starting price
25per user /
per month
Pros and Cons based on 7,395 verified reviews

Efficient remote collaboration

Robust communication conferencing

Enhanced team collaboration

Interactive webinars

Effective online training

Connectivity issues

Browser compatibility problems

Complicated issue management

Navigation and screen issues

User experience challenges

See pros and cons details
Salesforce Sales Cloud logo
Reviews Sentiment
 
 
 
1-2(430)
3-4(7,985)
5(10,351)
Key Features
Support Ticket Management4.6
Call Center Management4.4

User insights about the reporting/analytics feature

Reviewers highlight Salesforce Sales Cloud's robust reporting and analytics capabilities, emphasizing the ease of setting up reports and dashboards. They appreciate the customization options, real-time data insights, and integration with tools like Tableau and Einstein Analytics. Users find these capabilities essential for performance monitoring, sales forecasting, and making data-driven decisions, despite some finding the setup process complex.

See related user reviews

“This, for my role, is the best part of Salesforce. Creating and saving customized reports is extremely easy. The drag and drop feature allows us to easily add and remove various columns to our report and probably saves 2-5 seconds in report organization because we don't have to "click around." Additionally, the use of Boolean operators is essentially built-in to creating the reports. This takes the guess work out of using these important search tools.”
AT

Aaron T.

Corporate Trainer

“Creating Reports and Dashboard with the tools provided by Salesforce Sales Cloud allows you Convinent access to the data you stored in it ;Tableau is a Salesforce Recording tool that i have used. Analyzing the data is very much easy and you get a reliable result. If you deal with huge data set of customers and want to save time along with getting the best result this software will definitely serve your purpose.”
SS

Swati S.

Freelancer

Starting price
25per user /
per month
Pros and Cons based on 18,766 verified reviews

Comprehensive tracking capabilities

Effective client management

Robust CRM functionalities

Advanced sales management tools

Enhanced organizational capabilities

Slow performance speed

Complex setup and configuration

Steep learning curve

Challenging user experience

Not ideal for small businesses

See pros and cons details
Dynamics 365 logo
Reviews Sentiment
 
 
 
1-2(127)
3-4(2,644)
5(3,038)
Key Features
Support Ticket Management4.4
Call Center Management

User insights about the reporting/analytics feature

Reviewers praise Dynamics 365's reporting and analytics for their thorough data visualization, integration with PowerBI, and customizable reports. They find these capabilities crucial for making informed business decisions, tracking performance, and improving efficiency. Users appreciate the real-time insights, interactive dashboards, and predictive analytics, although some note the need for additional features and integration costs.
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“You have dashboard to display key performance, realtime track progress you also have std reports that provide detail insight. you can also integrate with other modules and it's predictive analytics also helps.”
GS

Gurinderjeet S.

Relationship manager

“Reporting/Analytics in Dynamics 365 provides insights for data-driven decisions. It enhances efficiency, productivity, and competitiveness by leveraging real-time information for strategic planning and performance improvement.”
Verified reviewer profile picture

masud r.

owner

Starting price
50per user /
per month
Pros and Cons based on 5,809 verified reviews
Verified reviewer profile picture

Comprehensive sales management

Effective customer relationship management

Enhanced team collaboration

Efficient task management

Seamless Microsoft integration

Slow performance speed

Disruptive software updates

Steep learning curve

High costs and complexity

See pros and cons details
LiveAgent logo
Reviews Sentiment
 
 
 
1-2(7)
3-4(496)
5(1,250)
Key Features
Support Ticket Management4.7
Call Center Management4.6

User insights about the reporting/analytics feature

Reviewers indicate that LiveAgent's reporting and analytics capabilities are valuable for tracking customer support success and engagement. They find it easy to view statistics such as average ticket response times and detailed analytics for better insights. Users appreciate the comprehensive reports for tracking agent activities and improving communication and customer support services.
Verified reviewer profile picture

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“I like it's provision of comprehensive reports for ease of Tracking data of all activities like how agents respond to queries and more”
MC

Medan C.

Writer

“Help us to track our success in customer support and engagements.”
Verified reviewer profile picture

Brooke S.

Sales Representative

Starting price
15per user /
per month
Pros and Cons based on 1,753 verified reviews
Verified reviewer profile picture

Unified social media management

Enhanced team coordination

Comprehensive client support

Centralized communication channels

Frequent technical issues

Complex email management

Challenging call management

See pros and cons details

Other Top Rated Customer Service Software with Reporting/Analytics in 2026

Salesforce Sales Cloud logo

Cloud-based CRM and sales automation software

Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. The platform combines human sales professionals with AI-powered automation, data, and intelligence. This integrated solution is designed to help businesses of all sizes and industries.

Read more about Salesforce Sales Cloud

Users also considered
Webex Suite logo

One app for everything. And everyone.

Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, engaging, inclusive and intelligent experience.

Read more about Webex Suite

Users also considered
Dynamics 365 logo

ERP and CRM applications from Microsoft

Microsoft Dynamics 365 is a multi-language, multi-currency enterprise resource planning (ERP) software. The solution is designed for midsize and larger companies, and is fully customizable and extensible through its rich development platform and tools.

Read more about Dynamics 365

Users also considered
Freshdesk logo
Category Leaders

Online helpdesk system and customer service software

Freshdesk is a cloud-based customer service software that offers powerful solutions that businesses of all sizes use to strengthen customer relationships across channels.

Read more about Freshdesk

Users also considered
Zendesk Suite logo

AI powered customer service across all channels

Zendesk's fully customizable service 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 Suite

Users also considered
ScreenConnect logo

Remote meeting platform for resolving customers' queries

ScreenConnect is a help desk solution that allows businesses to detect and resolve customer queries through remote monitoring capabilities. Agents can prevent potential cyberthreats & protect data via features such as AES-256 encryption and two-factor authentication.

Read more about ScreenConnect

Users also considered
LiveAgent logo
Category Leaders

Multichannel Help Desk Solution with Powerful AI Features

LiveAgent is a powerful Customer Service solution. It helps you manage customer interactions with 180+ Help Desk features and 200+ integrations.

Enjoy social media integrations, customer relationship management, video calls, ticketing, and more.
Start your 30-Day free trial, no credit card required

Read more about LiveAgent

Users also considered
LiveChat logo
Category Leaders

AI-based live chat for customer support and sales teams

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

Users also considered
Zoho Desk logo
Category Leaders

Customer service software for businesses of all sizes

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

Users also considered
EngageBay CRM logo
Category Leaders

Integrated sales & marketing software for growing teams

AI-powered all-in-one CRM for marketing, sales, and support — built to help small businesses grow faster.

Read more about EngageBay CRM

Users also considered
Intercom logo

AI-powered customer service with helpdesk

Intercom is redefining how businesses support their customers using powerful messaging and automation

Read more about Intercom

Users also considered
NetSuite logo

AI-powered cloud-based business management suite

NetSuite is an AI-powered cloud-based business management suite. It helps organizations streamline their operations and gain real-time insights into their performance. The suite caters to a range of industries such as manufacturing, retail, and professional services.

Read more about NetSuite

Users also considered
Tidio logo

Aill-in-one customer support software with AI features

Tidio is a customer service software suite comprising help desk, live chat, chatbot, and AI agent products. Create chatbot automations with Flows, talk to your clients live in real time, or delegate issue handling to Lyro, an AI agent for customer support, capable of resolving up to 64% of issues.

Read more about Tidio

Users also considered
TeamSupport logo

Cloud-based customer support solution for B2B SaaS

TeamSupport is built for growth-stage B2B SaaS companies who are focused on providing quality customer support, and want to incorporate customer feedback to grow and refine their products.

Read more about TeamSupport

Users also considered
Lime Connect logo

Live chat and customer messaging for businesses of all sizes

Userlike is your chat hub for web, mobile and messaging support. Switch to a better method of customer support. For your customers, support agents, sales reps and managers.

Read more about Lime Connect

Users also considered
Talkdesk logo
Category Leaders

Cloud-based contact center & customer experience platform

Delight your customers with excellent customer service voice support. Talkdesk is a browser based call center software that is easy to set up and easy to use.

Read more about Talkdesk

Users also considered
Salesforce Service Cloud logo

AI powered customer service management platform

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

Users also considered
JIRA Service Management logo

IT service platform for unified support

JIRA Service Management is an AI-based platform that unites teams to deliver exceptional service experiences. It helps managers scale support across IT, HR, engineering, and customer service with customizable help centers, automated workflows, and self-service tools. Featuring virtual agents and integration with Atlassian's teamwork graph, it connects people, work, and goals while reducing disruptions and improving incident resolution.

Read more about JIRA Service Management

Users also considered
Odoo logo

All-in-one open-source business software

Odoo is an all-in-one, open-source business platform covering CRM, Sales, Accounting, Inventory, Manufacturing, and Projects. It’s fully integrated, customizable, and scalable for companies of any size or budget.

Read more about Odoo

Users also considered
SolarWinds Service Desk logo

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

Users also considered
FixMe.IT logo

Remote Support Software That Always Works

Remote support software designed for delivering on-demand and unattended support from anywhere in the world.

Read more about FixMe.IT

Users also considered
Apptivo logo

CRM solution for managing customer accounts

Apptivo is a customer relationship management app that allows businesses to create and manage customer accounts with information such as contact information, website, annual revenue‚ address‚ number of employees‚ & more. Accounts can be associated with other records such as contacts or opportunities.

Read more about Apptivo

Users also considered
Milvus logo

IT management system and help desk solution

Milvus is an IT management platform which is available only in Portuguese. The system includes capabilities for managing IT assets, help desks, support/issue tickets, service catalogs, remote access, file transfer, device discovery, IT inventory, asset monitoring, customer documentation, and more.

Read more about Milvus

Users also considered
Bitrix24 logo

All in one business management workspace

Bitrix24 is #1 free client management (CRM) and customer service solution, used by 12 million businesses worldwide. Cloud/mobile/open source editions available. Multichannel customer service — email, telephony, website live chat, Facebook, Instagram, Viber, WhatsApp, Skype, Slack, etc.

Read more about Bitrix24

Users also considered
Superchat logo

The comprehensive messaging suite for your business.

Superchat was established to give businesses an easy way to communicate with their customers. The comprehensive messaging suite provides the tools needed to create a unique customer experience.

Read more about Superchat

Users also considered

Key features for Customer Service software

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

  • Support Ticket Management: Reviewers value the customizable ticket system for tracking and managing support requests efficiently, enhancing team collaboration, and integrating with other tools. 90% of reviewers rated this feature as important or highly important.
  • Call Center Management: Users highlight the ability to manage call queues, track customer interactions, and provide efficient support through features like call routing and real-time reporting. 89% of reviewers rated this feature as important or highly important.
  • Multi-Channel Communication: Customers appreciate the ability to engage with clients across various channels like email, chat, and social media, ensuring flexible and comprehensive customer support. 88% of reviewers rated this feature as important or highly important.
  • Email Management: Reviewers find the ability to manage and automate email responses, set up workflows, and integrate with other tools critical for maintaining efficient communication. 85% of reviewers rated this feature as important or highly important.
  • Mobile Access: Users emphasize the importance of accessing customer service tools on mobile devices, allowing for flexible and timely support management from any location. 84% of reviewers rated this feature as important or highly important.
  • Live Chat: Reviewers value real-time customer engagement, the ability to provide immediate support, and the seamless integration of chat with other support systems. 82% of reviewers rated this feature as important or highly important.