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Top Rated Customer Service Software with Instant messaging

Last updated: May 2026

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Why is live chat important for customer service software?

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

Live chat enables real-time communication with customers, allowing immediate assistance and query resolution. It enhances customer satisfaction, increases sales, provides valuable customer insights, and improves team productivity by efficiently handling inquiries and support tasks. Our reviewers in customer service software rated this feature as important.

What do verified reviews highlight about key features of customer service software?

Support Ticket Management: Reviewers frequently highlight the customizable setup, priority handling, tracking, and efficient assignment of tickets, which streamline issue resolution and improve customer satisfaction. 90% of reviewers rated this feature as important or highly important.
Call Center Management: Users appreciate the ability to manage call operations efficiently, with features like call tracking, queue management, call routing, and real-time reporting, which enhance customer service and productivity. 89% of reviewers rated this feature as important or highly important.
Multi-Channel Communication: Reviewers value the ability to communicate through various channels such as email, live chat, social media, and SMS, providing flexibility and convenience for both customers and support teams. 88% of reviewers rated this feature as important or highly important.
Email Management: Users highlight features like centralized email handling, response templates, automated workflows, and integration with other tools, which improve efficiency and ensure timely responses to customer inquiries. 85% of reviewers rated this feature as important or highly important.
Mobile Access: Reviewers emphasize the importance of mobile access for managing customer interactions on the go, allowing for increased flexibility and responsiveness outside traditional office hours. 84% of reviewers rated this feature as important or highly important.