Customer Service Software with Projections

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ConnectWise Control   

1,284
Remote Support, Remote Meeting & Remote Access Software
Anytime, anywhere remote support from ConnectWise Control lets you remotely control devices and help your customers whether they’re around the corner or around the world. Read more about ConnectWise Control
Remote Support, Remote Meeting & Remote Access Software
Anytime, anywhere remote support from ConnectWise Control lets you remotely control devices and help your customers whether they’re around the corner or around the world. Read more about ConnectWise Control

Agile CRM   

318
Sales and marketing CRM for growing businesses
Agile CRM combines powerful automation, telephony, web, mobile, email, social and scheduling features to effectively manage the entire customer journey. Read more about Agile CRM
Sales and marketing CRM for growing businesses
Agile CRM combines powerful automation, telephony, web, mobile, email, social and scheduling features to effectively manage the entire customer journey. Read more about Agile CRM

HarmonyPSA   

15
The next generation of professional services automation.
HarmonyPSA supports the entire business lifecycle, from lead generation to contract renewal. It is designed and built specifically for software and services businesses, automating business functions in a single platform available from the cloud on any device. Read more about HarmonyPSA Gain valuable insight With all the functionality you need in one place you’ll have the visibility to see what’s going on at the highest level and make more informed decisions. Increase billing With integrated time tracking systems and streamlined, automated billing you can bill more quickly and accurately. Contract management functionality eliminates revenue leakage and so improves profitability. Grow sales Convert more of your sales pipeline using our campaign management tools. Maintain and grow your existing customer base by providing exceptional customer service. Streamline operations Defined workflow processes will ensure that work gets done the way you want it to, every time, saving time and resources
The next generation of professional services automation.
HarmonyPSA supports the entire business lifecycle, from lead generation to contract renewal. It is designed and built specifically for software and services businesses, automating business functions in a single platform available from the cloud on any device. Read more about HarmonyPSA Gain valuable insight With all the functionality you need in one place you’ll have the visibility to see what’s going on at the highest level and make more informed decisions. Increase billing With integrated time tracking systems and streamlined, automated billing you can bill more quickly and accurately. Contract management functionality eliminates revenue leakage and so improves profitability. Grow sales Convert more of your sales pipeline using our campaign management tools. Maintain and grow your existing customer base by providing exceptional customer service. Streamline operations Defined workflow processes will ensure that work gets done the way you want it to, every time, saving time and resources

Salesforce Sales Cloud  

11,676
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.

Five9  

334
Cloud contact and call center software
Five9 is a contact center and call centre solution powered by artificial intelligence. The cloud-based solution provides omni-channel tools including inbound and outbound call management, predictive dialer, progressive dialer, chat, social customer service, automatic call distribution (ACD) and more… Read more about Five9
Cloud contact and call center software
Five9 is a contact center and call centre solution powered by artificial intelligence. The cloud-based solution provides omni-channel tools including inbound and outbound call management, predictive dialer, progressive dialer, chat, social customer service, automatic call distribution (ACD) and more… Read more about Five9

SysAid  

132
Powerful Service Desk and Simple to Use, Modular ITSM Tool
Offered in cloud & on-premise, SysAid combines all the essentials, so you can excel with all your Customer Service activities. Read more about SysAid
Powerful Service Desk and Simple to Use, Modular ITSM Tool
Offered in cloud & on-premise, SysAid combines all the essentials, so you can excel with all your Customer Service activities. Read more about SysAid

SuperOffice CRM  

83
CRM software for sales, marketing & customer service teams
SuperOffice is an award winning customer service platform that helps support teams manage incoming requests via email, social media and live chat. Read more about SuperOffice CRM
CRM software for sales, marketing & customer service teams
SuperOffice is an award winning customer service platform that helps support teams manage incoming requests via email, social media and live chat. Read more about SuperOffice CRM

SupportBee  

10
Customer support help desk software
SupportBee is a customer support and help desk ticketing software that helps multiple teams to collaborate on providing efficient support. The app allows all of your support reps to manage their cases collectively and with no per agent pricing, the app is fully scalable. Read more about SupportBee SupportBee mimics your email with the ability to collect and correlate all support emails in one system. You can collect emails from multiple addresses and contact forms. The screen auto-refreshes and new emails coming into any of your associated accounts appear almost instantly in SupportBee.
Customer support help desk software
SupportBee is a customer support and help desk ticketing software that helps multiple teams to collaborate on providing efficient support. The app allows all of your support reps to manage their cases collectively and with no per agent pricing, the app is fully scalable. Read more about SupportBee SupportBee mimics your email with the ability to collect and correlate all support emails in one system. You can collect emails from multiple addresses and contact forms. The screen auto-refreshes and new emails coming into any of your associated accounts appear almost instantly in SupportBee.

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

PHC FX  

4
PHC FX is a complete business solution, 100% online.
PHC FX has everything you need to run your service business online. Invoicing to get paid and go paperless. Monitor your Accounts and Money by tracking how much comes in, to plan how much goes out. Control where your team spends their time and your money with Team & Project management. Read more about PHC FX Your customer will know you love them when they get special treatment from a concerned CRM. And to keep them happy, Service provides a superb customer support from your inbox.
PHC FX is a complete business solution, 100% online.
PHC FX has everything you need to run your service business online. Invoicing to get paid and go paperless. Monitor your Accounts and Money by tracking how much comes in, to plan how much goes out. Control where your team spends their time and your money with Team & Project management. Read more about PHC FX Your customer will know you love them when they get special treatment from a concerned CRM. And to keep them happy, Service provides a superb customer support from your inbox.

Xperience  

1
Cloud-based contact center solution
Customer Service tool accessible for all types of companies. Read more about Xperience
Cloud-based contact center solution
Customer Service tool accessible for all types of companies. Read more about Xperience

Zent.io  

1
Cloud omnichannel contact center software
Zent.io is an omnichannel software for customer service teams including chat, mail, voice, Facebook, Twitter & fully customizable customer portal. Read more about Zent.io
Cloud omnichannel contact center software
Zent.io is an omnichannel software for customer service teams including chat, mail, voice, Facebook, Twitter & fully customizable customer portal. Read more about Zent.io

eStreamDesk Helpdesk  

1
Online helpdesk & knowledge base simplified
Ticketed support and e-mail management If you are looking for an easy to use yet extremely powerful service to help you manage desktop and mobile customer requests then eStreamDesk may be just what you are looking for. eStreamDesk is a hosted helpdesk and ticket tracking service that helps you to deliver exception customer service while saving ti… Read more about eStreamDesk Helpdeskme and cutting support costs.
Online helpdesk & knowledge base simplified
Ticketed support and e-mail management If you are looking for an easy to use yet extremely powerful service to help you manage desktop and mobile customer requests then eStreamDesk may be just what you are looking for. eStreamDesk is a hosted helpdesk and ticket tracking service that helps you to deliver exception customer service while saving ti… Read more about eStreamDesk Helpdeskme and cutting support costs.
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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

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.