CRM

Highest-Rated CRM and Customer Service Software Tools To Help Your Business Succeed in 2021

16 min read
Aug 10, 2021

Proprietary reviews data identifies the 9 software tools rated highest by users in the first half of 2021 for key customer management workflows including CRM, help desk, call center, contact management, live chat, and more.

Anandita KumariSenior Market Research Specialist

In the first half of 2021, the COVID-19 pandemic continued to drive businesses to accelerate digitization efforts to support a remote workforce, adopt digital workflows, and optimize business operations. One of the many technology stacks that played a crucial role in transforming companies’ operational strategy is customer relationship management (CRM) and customer service software solutions. 

CRM and customer service tools offer lead management, interaction tracking, multichannel communication, sales pipeline management, workflow automation, and more to help businesses boost customer satisfaction and improve profitability.

To help you find the best software in the CRM and customer service cluster, we’ve created a list of nine products that stood out among 176 tools across 17 software categories. Shortlisted products delivered excellent value according to feedback from thousands of real users. (Read complete methodology at the bottom of the page.) This information will help you identify and compare options that can serve your business across a breadth of CRM and customer service functionality, making it easier to find the right software for your current and future requirements.

Comparing the capabilities of the products on our list 

To map your expectations from the software solutions featured on our list, here’s a matrix that gives an easy-to-read side-by-side picture of each software product’s capabilities:

Featured in Category Leaders for:

ProductsAuto DialerCall CenterCall TrackingContact ManagementCRM
CallTrackingMetrics
EngageBay
Aloware
CloudTalk
VICIdial
wolkvox

These products are also featured in the following Category Leaders reports:

ProductsCustomer ServiceHelp DeskIssue TrackingLive ChatPredictive Dialer
CallTrackingMetrics
EngageBay
LiveAgent
CloudTalk
Freshdesk
TeamSupport
VICIdial
wolkvox

Let’s dive deeper into the specifics of each product. We’ll have a look at the product ratings, pricing, integrations, support options, and more.

CallTrackingMetrics

CallTrackingMetrics is a cloud-based call tracking and marketing attribution solution for contact centers and agencies. The platform offers features to help businesses analyze customer journeys, manage calls, track conversions, and derive insights with real-time analytics. Its key features include call automation, phone number tracking, custom forms, chat, and text messaging.

Number of appearances in 2021 Category Leaders reports: 4

Category Leaders reports: Auto dialer, call center, call tracking, predictive dialer

PricingSupportIntegrationSecurity
Starts from $39/month; Pricing mode is free/subscription; Free trial/free version is availableFAQs/forum, knowledge base, chat, email/help desk, phone supportVtiger, Wix, Wufoo, Capsule, JobNimbus, amoCRM, Constant Contact, Magento, Google Analytics, DropboxEncryption of sensitive data at rest, HTTPS for all pages, multifactor authentication options

Here’s what reviewers on GetApp say about CallTrackingMetrics:

Pros

  • They also follow up to ensure everything is still going well with the issue/update. CTM works great for our clients, and it’s great to know the Customer Service is there to support us when we need it.”

  • The support team is also consistently helpful and responsive as is our dedicated account representative.”

  • “Call Tracking Metrics has amazing reporting dashboards and is extremely customizable, yet super user-friendly.” 

Cons

  • With the exception of one high-volume number, the large majority of calls to dozens of other numbers are hang-ups or robocalls. We are paying for dead air.” 

  • “Sometimes listening to calls is quite bad quality and hard to hear what people are saying.” 

Source

EngageBay

EngageBay is a cloud-based marketing, sales, support, and CRM software solution. Its key features include email marketing, sales management, contact management, CRM analytics, campaign management, auto dialer, predictive lead scoring, and marketing automation.

Number of appearances in 2021 Category Leaders reports: 4

Category Leaders reports: CRM, customer service, contact management, live chat

PricingSupportIntegrationSecurity
Starts from $8.99/month; Pricing model is free/subscription; Free trial/free version is availableEmail/help desk, phone support, knowledge baseTeachable, Zapier, Google Drive, Gravity Forms, Google Contacts, Facebook, MailChimp, Salesforce, HubSpot, IntercomEncryption of sensitive data at rest, HTTPS for all pages, multifactor authentication options
Engagebay user reviews

Here’s what reviewers on GetApp say about EngageBay:

Pros

  • “I love the page builder of Engagebay. It loads super fast and has a stable performance based on AWS + CDN Cloudfront.” 

  • “We searched for ages for software that could combine a sophisticated CRM/contact management system alongside email and newsletters - this is the best on the market.”

  • “Affordable with Great Features and Outstanding Customer Support.”

Cons

  • “Webinar features, landing pages do not support reusable headers and footers, no option to build own templates. Missing Social Software Analytics.” 

  • Landing page templates are very limited at the moment.”

Source

LiveAgent

LiveAgent is a cloud-based customer support software platform. Its key features include ticketing, customer portals, live chat, and reporting. 

Number of appearances in 2021 Category Leaders reports: 4

Category Leaders reports: Help desk, customer service, live chat, issue tracking

PricingSupportIntegrationSecurity
Starts from $15/month; Pricing model is free/subscription; Free trial/free version is availablePhone support, email/help desk, chat, FAQs/forum, knowledge baseWix, OpenCart, Drupal, Magento, Google Analytics, SharpSpring, X-Cart, CoreCommerce, PrestaShop, 3dcart, WordPressEncryption of sensitive data at rest, HTTPS for all pages, multifactor authentication options
LiveAgent user reviews

Here’s what reviewers on GetApp say about LiveAgent:

Pros

  • “They have always been very prompt in answering questions, and helping me figure out how to do what I want with the software to create a great customer service experience for my clients.” 

  • I've been using other services to manage support tickets and live interactions for years, and I just pulled the plug on those other services. This is an excellent product at an awesome price point.” 

  • I love the way this whole software was built to help companies get a single solution to manage all the things to keep their clients happy. Such a nice tool and ease of use even for beginners.” 

Cons

  • “The knowledge base is ugly which makes it ugly old website. As mentioned earlier it has an overwhelming amount of features which means a little learning curve.” 

  • “Before I had to answer emails, social networks separately and this was lost throughout the conversations which made the support very flawed and annoying.” 

Source

Aloware

Aloware is a cloud-based contact center solution that caters to businesses such as real estate, law, finance, and recruitment firms. Its key features include a sales dialer, sales automation, business texting, contact management, call monitoring, call recording, reporting, and analytics.

Number of appearances in 2021 Category Leaders reports: 3

Category Leaders reports: Auto dialer, call center, call tracking

PricingSupportIntegrationSecurity
Starts from $35/month; Pricing model is free/subscription; Free trial/free version is availableKnowledge base, email/help desk, chat, phone supportGoogle Analytics, Zapier, Pipedrive, Salesforce, Slack, Google Ads, Facebook, HubSpotHTTPS for all pages

Here’s what reviewers on GetApp say about Aloware:

Pros

  • “Aloware are and the team behind it are excellent. Great value, very responsive to customers, and a high level of configurability for coders and non-coders alike.” 

  • “Many helpful features and creative uses. Makes marketing tracking super easy and automated.” 

Cons

  • “Changing a contact on Aloware does not work well if the contact has been pulled from another integration, the Guesty integration is not 2-way. The cost is high compared to other similar software.” 

Source

CloudTalk

CloudTalk is cloud-based call center software for sales and support teams. Its key features include call queuing, call recording, voicemail, speech-to-text conversion, and a predictive dialer.

Number of appearances in 2021 Category Leaders reports: 3

Category Leaders reports: Auto dialer, call center, predictive dialer

PricingSupportIntegrationSecurity
Starts from $20/month; Pricing model is free/subscription; Free trial/free version is availablePhone support, email/help desk, chat, FAQs/forum, knowledge base Salesforce, amoCRM, Integromat, Magento, Zoho CRM, Zapier, Pipedrive, LiveAgent, FreshdeskEncryption of sensitive data at rest, HTTPS for all pages, multifactor authentication options

Here’s what reviewers on GetApp say about CloudTalk:

Pros

  • “Our general impression of CloudTalk is quite positive and are so far very happy with the switch. I would recommend CloudTalk to any business looking to solve all things business phone-related.” 

  • The dashboard they provide is perfect and it gives you the control you need in order to analyze your calls better and get better results.” 

  • The app and administrator dashboard is very user-friendly and easy to navigate and use. Also, the customer service team is always lovely to talk to and always happy to help.” 

Cons

  • “The only negative I can mention is that we have been unable to install the CloudTalk client app from the Zendesk Marketplace.” 

  • Because it relies on an internet connection, there is sometimes a lag in the conversation or trouble connecting to people.” 

  • The only downside right now is that I still have one number that hasn't been transferred over from the other system so I am having to use two platforms.” 

Source

Freshdesk

Freshdesk is a cloud-based customer support software solution for businesses of all sizes. Its key features include ticketing, collaboration, automation, help widget, reporting, and analytics.

Number of appearances in 2021 Category Leaders reports: 3

Category Leaders reports: Help desk, customer service, issue tracking

PricingSupportIntegrationSecurity
Starts from $19/month; Pricing model is free/subscription Free trial/free version is availableEmail/help desk, FAQs/forum, phone support, knowledge base, chatSalesforce, Capsule, HubSpot Marketing Hub, Constant Contact, GitHub, Talkdesk, MagentoEncryption of sensitive data at rest, HTTPS for all pages
Freshdesk user reviews

Here’s what reviewers on GetApp say about Freshdesk:

Pros

  • “I love the support team, they're always there 24-7 replying to my queries and keen on giving alternative solutions. I love the idea of customizing the ticket and adding templates.” 

  • Freshdesk provides an unrivaled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.” 

  • It helps me solve customers' inquiries and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.” 

Cons

  • “We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.” 

  • “I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.” 

Source

TeamSupport

TeamSupport is a cloud-based customer support and help desk platform for computer hardware, software, information technology services, and telecom businesses. Its key features include ticket management, collaboration, customer management, reporting, and analytics.

Number of appearances in 2021 Category Leaders reports: 3

Category Leaders reports: Customer service, help desk, issue tracking

PricingSupportIntegrationSecurity
Starts from $50/month; Pricing model Is free/subscription; Free trial/free version is availableFAQs/forum, email/help desk, phone support, knowledge base, chatMicrosoft Visual Studio, HubSpot Marketing Hub, Drupal, Microsoft Outlook, Google Analytics, DropboxEncryption of sensitive data at rest, HTTPS for all pages, multifactor authentication options

Here’s what reviewers on GetApp say about TeamSupport:

Pros

  • “Very impressed with Customer Support, who were very responsive and obviously knew the product. As I work in Support, I appreciate this.” 

  • It's robust, has more features than almost anything in its class, and the support team behind it is super friendly, and helpful. And they're based in Texas.” 

  • I love the automatic email feature, as it is helpful when we are out of the office or to follow up on tickets that have not been replied to.” 

Cons

  • “Reports are a little difficult and confusing to set up.” 

  • There are problems and a need for improvement in the numbering system. Random numbering for tickets can be sometimes confusing.” 

  • It takes TOO LONG to go into every record and update a specific field. And I checked into the import feature in the admin dept, hard to understand and very restricted in several areas I need to be updated.” 

Source

VICIdial

VICIdial is a cloud-based open source contact center solution that allows agents to handle inbound and outbound calls as well as email and customer chat in the same interface. Its key features include skill-based routing, queue prioritization, call recording, predictive dialing, and reporting.

Number of appearances in 2021 Category Leaders reports: 3

Category Leaders reports: Auto dialer, call center, predictive dialer

PricingSupportIntegrationSecurity
Contact vendor for details on starting price; Pricing model is free/subscription/open source; Free trial/free version is availableEmail/help desk, chat, knowledge base, FAQs/forum, phone support Vtiger, Less Annoying CRM, Zoho CRM, Insightly, Convoso, Google DocsEncryption of sensitive data at rest, HTTPS for all pages
VICIDial user reviews

Here’s what reviewers on GetApp say about VICIdial:

Pros

  • “It took time to come into but all the features are just amazing. And more important, support from the community and the authors are just first class.” 

  • “I love how it's editable and you can add to it and it works perfectly even better than paid softwares that being offered from big competitors.”

  • “If you have a competent Linux staff with some knowledge of Linux bash, PHP, MySql and Asterisk, you are good to go. Community support is fantastic.” 

Cons

  • “There are almost too many features. You can get lost in all of the configuration settings.” 

  • Probably one of the problems with this app is its interface, it is very rudimentary, it seems more a tool from when the internet started, and html was the only language to design web pages.” 

Source

wolkvox

wolkvox is a cloud-based contact center solution. Its key features include a predictive dialer, a phonebox, a diagram studio, interactive voice response (IVR), gamification, speech analytics, robotic process automation (RPA), reporting, and analytics.

Number of appearances in 2021 Category Leaders reports: 3

Category Leaders reports: Auto dialer, call center, predictive dialer

PricingSupportIntegrationSecurity
Contact vendor for details on starting price; Pricing model is free/subscription; Free trial/free version is availableChat, phone support, email/help desk, knowledge baseSalesforce, Capsule, HubSpot Marketing Hub, Constant Contact, GitHub, Talkdesk, MagentoEncryption of sensitive data at rest, HTTPS for all pages

Here’s what reviewers on GetApp say about wolkvox:

Most of the reviews for Wolkwox on GetApp are not in English. Head to this page to view all available reviews.

Conclusion: Learn more about GetApp Category Leaders

According to a Gartner report (full report available to Gartner clients only), in a turbulent 2020, purchasing CRM product suites with multiple functionality areas from one vendor rather than stand-alone offerings has emerged as a trend. 

All nine software tools featured in this report offer modules that can serve multiple needs such as CRM with integrated customer service and live chat. Buyers are clearly taking note and preferring these suite deals, and vendors would be wise to broaden their offerings accordingly if they’ve not already.

To come up with these nine tools, we looked at all the products placed in GetApp’s CRM and customer service “Category Leaders” reports released in the first half of 2021. Then we organized each product based on the number of reports they appeared in. In the event that two or more products were featured in an equal number of categories, we listed them alphabetically.

For qualification, each product must have featured in at least three of the following categories: remote support, customer relationship management, help desk, customer service, contact management, call center, live chat, call tracking, auto dialer, membership management, customer loyalty, customer experience, review management, issue tracking, predictive dialer, and appointment scheduling.

Find more software with Category Leaders

For over five years, GetApp’s Category Leaders reports have been a valuable resource for software buyers. To create each of these reports, we collect reviews data for hundreds of software products around five key areas:

  • Ease of use

  • Value for money

  • Functionality

  • Customer support

  • Likelihood to recommend

We then rank products using reviews data to create a list of the top products in a given category. 

To learn more about our Category Leaders methodology, read our full explanation here.

Disclaimers

Note: The content in this piece provides the opinions and points of view expressed by users and doesn’t represent the views of GetApp.

Listed pros and cons are derived from features listed on the product website and product user reviews on Gartner Digital Markets domains (Capterra, GetApp, and Software Advice). They do not represent the views of nor constitute an endorsement by GetApp or its affiliates. 

Product profile information and ratings/reviews data in individual product snippets were picked from the product’s GetApp profile as of June 30, 2021. User reviews were captured as is; they were not edited for conciseness or clarity.

About the author

Anandita Kumari

Senior Market Research Specialist

I’m Anandita Kumari, a Senior Market Research Specialist at GetApp. I bring you insights about software selection strategy. I studied at Kalinga University and have been covering business software market dynamics since 2016. Home base: New Delhi. Two things about me: I love amateur astronomy and reading tarot cards. The tech trend I think you should keep an eye on: low code software development. Sketch your integrated business applications like a flowchart—without extensive manual coding.

Visit Author's Page
Back to top