Customer Service Software with Performance Management

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Genesys PureCloud   

76
Mobile optimized cloud call center with multichannel routing
Genesys 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 Genesys PureCloud
Mobile optimized cloud call center with multichannel routing
Genesys 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 Genesys PureCloud

Zoho Desk   

1,552
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

Salesforce Service Cloud  

435
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

Help Scout  

143
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

Zingle  

108
Text messaging for customer service & team collaboration
Zingle is an SMS messaging solution which enables communication between businesses & their customers via text, with multi-channel messaging, automations & more. Read more about Zingle
Text messaging for customer service & team collaboration
Zingle is an SMS messaging solution which enables communication between businesses & their customers via text, with multi-channel messaging, automations & more. Read more about Zingle

Bright Pattern  

74
Omnichannel cloud call center software
Bright Pattern is the most effective cloud contact center software which helps businesses to simplify omnichannel service. Read more about Bright Pattern
Omnichannel cloud call center software
Bright Pattern is the most effective cloud contact center software which helps businesses to simplify omnichannel service. Read more about Bright Pattern

NICE inContact  

112
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
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

Tracker  

65
Customer Service and Support Management Software
PhaseWare's Tracker will help you manage, monitor, and measure critical customer service interactions; enabling you to quickly resolve pressing customer issues. Read more about Tracker
Customer Service and Support Management Software
PhaseWare's Tracker will help you manage, monitor, and measure critical customer service interactions; enabling you to quickly resolve pressing customer issues. Read more about Tracker

NABD System  

38
Omnichannel Customer support & Help Desk software-FREE PLAN
Simple, scablable and powerful omnichannel customer service solution for organizations committed to deliver highest level of service to its clients. Read more about NABD System
Omnichannel Customer support & Help Desk software-FREE PLAN
Simple, scablable and powerful omnichannel customer service solution for organizations committed to deliver highest level of service to its clients. Read more about NABD System

3CLogic  

49
Contact Center Solutions for Customer Experience Excellence
3CLogic is a leading contact center as a service provider, seamlessly integrating with CRMs, service platforms, WFMs and other business applications for today’s enterprise businesses. Read more about 3CLogic
Contact Center Solutions for Customer Experience Excellence
3CLogic is a leading contact center as a service provider, seamlessly integrating with CRMs, service platforms, WFMs and other business applications for today’s enterprise businesses. Read more about 3CLogic

ConvergeHub  

24
Sales, marketing, customer service & billing CRM for SMBs
Track and quickly respond to all customer issues and questions to create happy customer relationships. Read more about ConvergeHub
Sales, marketing, customer service & billing CRM for SMBs
Track and quickly respond to all customer issues and questions to create happy customer relationships. Read more about ConvergeHub

Ameyo  

18
All-in-one Contact Center Software
An all-in-one customer interaction suite powering over a billion interactions worldwide. Read more about Ameyo
All-in-one Contact Center Software
An all-in-one customer interaction suite powering over a billion interactions worldwide. Read more about Ameyo

C2 ATOM  

11
All-in-one service desk software
C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching ultimate automation potential and operating best-in-class ticketing. Read more about C2 ATOM
All-in-one service desk software
C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching ultimate automation potential and operating best-in-class ticketing. Read more about C2 ATOM

Verint  

7
Workforce optimization for customer service businesses
Verint Workforce Optimization helps contact centers and customer care teams to monitor, evaluate & improve their performance, skills & customer service. Read more about Verint
Workforce optimization for customer service businesses
Verint Workforce Optimization helps contact centers and customer care teams to monitor, evaluate & improve their performance, skills & customer service. Read more about Verint

Logicalware  

2
Customer communication management
Logicalware is the UK-based software developer of a cloud-hosted customer service support solution for the efficient management of inbound Email, Social media and live Chat enquiries. MailManager is easy to set up and ensures that your customers’ enquiries are automatically distributed to the right people, enabling them to respond quickly, consi… Read more about Logicalwarestently and efficiently. In depth administration capabilities also enable you to effectively manage, track and report on all areas of your customer service. MailManager is used across a wide variety of industries, including Call Centres, E-commerce & Online Retailers and Insurance Companies and clients include Ryanair, Maplin, GoSkippy, Dobbies, WWF (UK) and Spark Energy. Through consultation and close collaboration, we tailor our solutions to fit our clients’ needs. We analyse and map your customer service workflows to optimise MailManager for your business and determine the level of systems integration and customisation required.
Customer communication management
Logicalware is the UK-based software developer of a cloud-hosted customer service support solution for the efficient management of inbound Email, Social media and live Chat enquiries. MailManager is easy to set up and ensures that your customers’ enquiries are automatically distributed to the right people, enabling them to respond quickly, consi… Read more about Logicalwarestently and efficiently. In depth administration capabilities also enable you to effectively manage, track and report on all areas of your customer service. MailManager is used across a wide variety of industries, including Call Centres, E-commerce & Online Retailers and Insurance Companies and clients include Ryanair, Maplin, GoSkippy, Dobbies, WWF (UK) and Spark Energy. Through consultation and close collaboration, we tailor our solutions to fit our clients’ needs. We analyse and map your customer service workflows to optimise MailManager for your business and determine the level of systems integration and customisation required.

Mr Wolf  

0
Customer support automation with machine learning & NLP
Mr Wolf is a customer support automation system with machine learning and NLP (neuro-linguistic programming) technology which supports the automation of business processes such as customer service, sales, accounting, finance, logistics, or IT. Read more about Mr Wolf
Customer support automation with machine learning & NLP
Mr Wolf is a customer support automation system with machine learning and NLP (neuro-linguistic programming) technology which supports the automation of business processes such as customer service, sales, accounting, finance, logistics, or IT. Read more about Mr Wolf
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Avg. User review

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

Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving 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 reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.

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. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition 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. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.

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. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

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

* All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.

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.