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What is Customer Service Software?

Customer service software can be used by enterprises to build profitable business relationships with their customers to ensure steady revenue generation. You can place your customers in convenient categories based on their shopping habits, order histories, social mentions, feedback and other criteria. Show more Another advantage is you can get insightful information about your customers from your communications with them on multiple channels such as phone, email, and social media. Customer service software offers more benefits by helping you to track prospects, carry out loyalty campaigns, and build a sales funnel. To start your search for the perfect customer service software, check out Freshdesk which is the current leader in this category as well as other highly rated applications. Show less

How was this ranking made?

In order to create this ranking of best Customer Service Software we have evaluated 305 popular solutions currently present on the market, comparing their features, ease of implementation, customer support, available integrations as well as mobile support with our unique SmartScoreTM rating system. This ranking has been developed by Nestor Gilbert, our SaaS expert dedicated to the Customer Service Software category.

List of Top 12 Customer Service Software

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1. Freshdesk

Our score: 9.7 User satisfaction: 100%

An efficient and reliable help desk solution and winner of our Expert's Choice Award. The software offers multi-channel support, automation tools, gamification, and self-service portals to help businesses deliver high-quality customer support. The software helps improve organization and ease collaboration within support teams.

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2. Zendesk

Our score: 9.6 User satisfaction: 98%

Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.

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3. LiveAgent

Our score: 9.3 User satisfaction: 100%

This live chat software may be simple, but it is powerful on top of being intuitive. It centralizes communications, such as keeping messages in a single inbox, to ensure that customer service agents can give attention to high priority requests. This also lets them pick up where their colleagues left off to narrow down tickets.

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4. Freshservice

Our score: 9.4 User satisfaction: 97%

Freshservice allows IT admins to effectively track and manage the assets owned by their organizations. The platform offers a powerful ticketing system and knowledge base, as well as features for vendor management and incident management. A built-in self-service portal also lets end users submit tickets and browse knowledge base articles.

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5. HubSpot Service Hub

Our score: 9.0 User satisfaction: 98%

Online customer service, support, and help desk solution native to the HubSpot suite. The software has a built-in conversations feature that helps boost customer engagement by adding context to customer communication. A universal inbox also collects messages from multiple channels, helping teams collaborate and provide better customer support.

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6. vcita

Our score: 8.8 User satisfaction: 100%

A multi-featured customer service and business management software for service providers and professionals such as consultants, accountants, lawyers, and others. This solution utilizes essential tools to manage everyday tasks such as calendar and online scheduling, email and SMS marketing, client portal and management, lead generation, and billing and invoicing.

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7. Jira Service Desk

Our score: 9.0 User satisfaction: 96%

A full-featured service desk platform that allows IT teams to deliver rapid end-to-end service delivery. The software lets you automate tasks, build knowledge bases, and collaborate in real-time, so you can deliver the best customer service possible. You can also link tickets to your team's task queue on Jira for faster issue resolution.

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8. SysAid

Our score: 9.0 User satisfaction: 98%

Combining the functionalities of help desk and management tools, SysAid won our Expert's Choice Award. It is a feature-rich, easily configurable, and highly scalable help desk solution targeted at large businesses. It supports iOS and Android-based mobile devices, making the platform accessible to users anytime, anywhere.

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9. TeamSupport

Our score: 9.1 User satisfaction: 99%

TeamSupport is a complete customer support platform that facilitates communication and collaboration between your teams and clients. Designed for B2B users, the platform offers customer self-service portals, ticket management, ticket automation, and live chat, among others. Collaborative tools also allow team members to efficiently work together to resolve customer issues.

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10. JitBit HelpDesk

Our score: 9.2 User satisfaction: 100%

A robust help desk application designed to help users track support tickets and emails in the most efficient way possible. The platform uses machine learning technology to streamline support request monitoring and automate repetitive back-office tasks. A simple, clutter-free interface ensures easier navigation and improved productivity for customer support agents.

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11. Dixa

Our score: 7.7 User satisfaction: 99%

An easy-to-use, cloud-based customer service software for customer-facing teams, full-fledged contact centers, call centers, and small businesses.

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12. Kapdesk

Our score: 8.0 User satisfaction: 100%

Kapdesk is a helpdesk suite that integrates multi-channel support, ticketing, self-service, and support analytics into one intuitive and easy to use platform.

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Similar Categories:

In the event you didn't find just the solution you were looking for here's a list of various categories similar to Customer Service Software that you might want to browse through:

Customer Service Software Guide

Table of contents

Customer service is an important aspect of business and good quality software can help to streamline your processes and boost customer satisfaction. It can help you serve your online customers more efficiently and capture useful information you can use for improvement. Since there are numerous customer service tools available in the market, selecting the right one can be a difficult task. To start, be clear about your goals and unique needs. Consider the following list of factors and features as you look for the best customer service tools for small business and enterprises and do informed comparisons.

Our customer service software guide will help you understand the benefits of this kind of software as well as the features you can expect to find in one. After reading this guide, we hope that you become more equipped to choose the right software for your organization. 

Get to know each product with free trial

Start by signing up for the free trials or demo offered by leading customer service software providers to check out their features free of cost and do a general comparison. We suggest you register for the free trials of the platforms that have received the highest SmartScore rankings and Customer Satisfaction Rating in our customer service software reviews, and to look for the best Customer Service software for your company. These tools are: FreshsdeskVelocifyXSellco FusionUservoiceBookSteamOnContactPreactGainsightSalesboom CRM, and iTouchVision Contact Centre.

By subscribing to free trial, you will get a good idea of what the customer service software you’re trying out can do. You can judge the software better in terms of usability and functionality. Free product trials allow you to experience first-hand the functionalities and benefits that top customer service software can offer.

Targeted Businesses

  • Enterprise companies that have plenty of users, complex requirements, and use an integrated software solution across all business units.
  • High-volume call center buyers who operate one or more big call centers.
  • Small business CRM buyers who wish add to add basic interaction tracking and trouble ticketing capabilities to boost customer relationships with strong support.
  • Field service buyers who work for large companies that offer service at the customer location and make use of mobile apps to work on the go.

Whether you’re a company that has your own customer service team or an outsourcing company that specializes in customer support services, a highly capable customer service software is a vital addition to the business tools you’re currently using. The key is to identify your needs and find the software that suits those.

What are Examples of Customer Service Software?

  • Freshshdesk: Freshdesk is an award-winning cloud-hosted help desk solution with really useful features and exceptional customer service.
  • Velocify: Velocify automates your customer relationship management, lead management, sales management, and sales enablement in one user-friendly system.
  • XSellco Fusion: XSellco Fusion is an all-in-one reputation management app designed for Amazon and eBay merchants.
  • Uservoice: Uservoice is a SaaS software that enables users to collect information, analyze trends, and study market movements to get to know their customers better.
  • BookSteam: BookSteam is a cloud-based, powerful yet flexible online appointment scheduling software.

Types of Customer Service Software

  • Live chat – Helps you provide customer service to your website visitors in real-time.  
  • Phone systems – These solutions are used in call centers and include features, such as IVR, call transfer, call recording, and performance reports.
  • Ticketing system – This means an email-based solution that helps agents prioritize and answer queries.
  • Knowledge base – This is a self-help resource that customers can use to resolve queries on their own.
  • Community forums – Users can utilize these forums to ask questions, give tips, and reply to customers’ queries.
  • Mobile in-app support – Take your helpdesk wherever you go by using mobile apps to provide customer support.

These are the different types of customer service software. Some programs may cover more than one or all of these functionalities. By knowing the types of customer service software currently available, you’ll know which ones can help your business the most.

Key Features of Customer Service Software

  • Live chat: Allows agents to chat in real-time with website visitors and automatically capture the content of the conversations in the ticketing system.
  • Customer self-service: Provides a customer portal through which customers can find answers to common issues. The content of the self-help portal can include a knowledge base, how-to pages, searchable FAQs, and documentation.
  • Knowledge base: Contains a database of descriptions of common issues. This resource can be accessed by external customers or reserved for the internal use of support agents.
  • Multi-channel management: This feature enables management of customer interactions received through multiple channels such as phone, live chat, Web, mobile app, Twitter, Facebook, and others. The software stores all interactions and they can be routed to the right agents for resolution.
  • Analytics and reporting: Managers can create custom reports that offer insight on time to resolution, team performance, customer satisfaction, and other vital indicators.
  • Strategy and Goals: Define your company’s goals for customer service improvement. Which processes do you wish to address with the software? Do you have any industry-specific issues that need to be accommodated? Are you planning to provide customer support through multiple channels, such as phone, live chat, email, and mobile devices? If yes, you need a robust customer service application that accommodates all these needs. If no, you can use a simple single-channel service system.
  • Ease of Use: Your agents should find the software easy to use. It should be simple and effective to help them perform their work efficiently. You can use the software to streamline and simplify your workflow so that your agents are able to avoid mistakes. The learning curve should not be steep so that it is easy to train your agents and implement the software with minimal disruption to your business services.
  • Scalability: The software should be scalable to meet the demands of your company’s future growth. Opt for a cloud-based solution that makes it easy for you to add or remove users as required. Make sure the vendor offers flexible pricing packages so that you can switch between plans as the needs arise.
  • Flexibility: A flexible, cloud-based solution can help your employees access the system from anywhere. They would be able to work from home, use their mobile device to access data, and continue to be productive even in the field. The vendor should offer flexible pricing options that can be changed easily, depending on desired features, number of users, and company size.
  • Cost: The best solutions are sure to cost a little more. But don’t be stingy as they offer high-quality features and benefits. Contact the vendor and clarify important details, such as technical support, resources, training, implementation, and the capability to scale up or down as needed.
  • Technical Support and Training: Find out if the vendor charges for technical support and training. An initial training program can help your agents learn to use the software quickly and effectively. The vendor should provide 24/7 technical support through multiple channels to help resolve any issues you may have with the software. Select a vendor that has a good reputation for providing reliable technical and customer support.

The features of customer service software vary from one product to another. However, the features listed above are the basic functions commonly found in the top customer service software. To know whether a software offers the features you’re looking for, take the time to read reviews. Better yet, subscribe to the free trial.

Benefits of Customer Service Software

  • Integrations with Existing Systems: The customer service software should be able to integrate smoothly with other business systems you use such as ecommerce, helpdesk, and financial management solutions. This can help to boost the efficacy of all the tools and improve your employees’ efficiency and productivity. Be clear beforehand about which integrations are important and select a software that accommodates all these priority integrations.
  • Customization: You should be able to customize the software with your company’s colors and logo to boost brand awareness and image. The system should enable you to create custom fields so that you can collect more information beyond the basic data.
  • Measurement: The customer service software can provide you with insightful reports that offer useful data on key performance metrics, such as time taken for each action, tickets resolved by each agent, ticket flow, etc. This will help you to monitor the performance of your support agents and identify areas for improvement.
  • Prioritization: The software can help you to prioritize important customers as well as issues. Your agents are sure to be inundated with customer queries and problems, and they need help in sorting out which issues to prioritize and handle first. For instance, customers who are on the highest tier need priority support and the software should flag their tickets so that agents resolve their queries first.
  • Splitting Tickets: This is an important aspect of customer service software. A customer may submit a single ticket that has three different queries that need to be resolved by three different units. Your support agent can split this ticket into three individual ones so that each unit can resolve their respective query.

In general, customer service software helps you provide a better customer experience. This kind of software also unifies your customer support team’s efforts and gives them the tools that make their jobs easier.

  • Mobility First: Stats reveal that using a smartphone to access the internet is becoming more popular than using a desktop or laptop for Web access. Therefore, market-leading companies are adopting a “mobile-first” strategy that goes beyond just making their website mobile-friendly. These firms are making all their support channels mobile accessible.
  • Omni-Channel Support: Today, you can’t get away with just offering phone and email channels for technical support and customer service. Customers are increasingly using digital channels to purchase goods and they prefer using the same channels for sales support and customer service. Therefore, the need of the hour is to create strategies to maximize the accessibility and availability of customer service channels.
  • The Rise of Bots: It is predicted that the majority of customer service interactions will be facilitated by non-human assistants. The use of chatbots is now on the rise. Although the technology is still a work in progress, preparing to leverage it as early as now will significantly help your team, particularly when it comes to reducing tedious tasks.

Potential Issues

  • How to Retain Customers: It is expensive and time-consuming to find prospects and convert them into paying customers. So, it makes sense to motivate your existing customers to provide repeat business. You can do this by offering excellent support that will make your customers happy. They will keep using your services and products and also recommend them to other people. This can boost your sales and revenue.
  • How to Reduce Support Tickets: A large number of queries and support requests can tax your agents. To reduce support tickets, you can offer self-help options, such as a knowledge base and community forums that your customers can use to find out more information about recurring and simple issues. Some software programs can analyze forum questions and help desk tickets for certain keywords and use that information to suggest solutions to help customers. It’s a win-win situation as your customers don’t need to wait to get support, while your agents will have more time to focus on important tickets.
  • How to Maintain Personalized Support: At a time where auto-replies and chatbots are dominating the industry, companies are faced with the challenge of keeping their customer interactions personalized and more human-like.
  • How to Maximize Customer Support Systems: If your team finds a customer service software difficult to use, it’s possible that they won’t be able to maximize all of its features.

Best Practices for Customer Service

Remember that first impressions last.

You never get a second chance at making a good first impression. This is particularly true for businesses as it is very easy for customers to judge the way you provide services. Make sure that your entire team works toward the development and maintenance of a good brand image.

Collect data regularly.

To provide better customer service, you should make data work for you. Collect and analyze data from your customer support interactions. This will help you plan as you improve your services further.

Know where your customers are.

To ensure more effective customer service, you should know where your customers are. For instance, if your market comes from the younger crowd, it might be more effective to prioritize social media engagement.

Personalize as much as you can.

Even if you use automated replies and chatbots, see to it that you don’t rely solely on machines. Personalize interactions whenever possible.

Making the Most of Customer Service Software

Customer service software will be a great addition to your business tools, especially if you have a dedicated customer support team. To make sure that you get the most out of this software’s features and benefits, take your time in selecting a program that best suits your needs. Carefully consider the type of software to get. It will also be in your best interest to get one that has scalable features and plans.

Bottom line

There is no doubt that your customer support agents need the help of a high-quality and reliable software to efficiently resolve queries and boost customer satisfaction. Select a solution that offers all the above-mentioned features to boost the efficiency and productivity of your agents. Do not mind the cost of investing in a full-featured, robust solution that is packed with many useful features as you are sure to get good value for the investment in terms of enhanced reputation for customer service.

Furthermore, aside from carefully choosing a particular customer service software to use, you should also ensure that your team applies and follows proven and tested customer service practices. We listed some of these below.

List of Customer Service Software Companies

Order by:

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  • Newest
  • Score
  • User Score
Product name:
Category:
Smart Score:
Price:
User Satisf.
User reviews:
AstraFit reviews

AstraFit

Customer Service Software
8.0
$45
95%
CommBox reviews

CommBox

Customer Service Software
8.0
By quote
96%
Spiraldesk reviews

Spiraldesk

Customer Service Software
8.0
$12
-
Yekaliva reviews

Yekaliva

Customer Service Software
8.0
$20
-
Zendesk reviews

Zendesk

Customer Service Software
9.6
$5
98%
RingCentral Engage Digital reviews

RingCentral Engage Digital

Customer Service Software
8.8
By quote
-
HelpCrunch reviews

HelpCrunch

Customer Service Software
8.7
$12
100%
ServiceGuru reviews

ServiceGuru

Customer Service Software
8.0
$99
-
HubSpot Service Hub reviews

HubSpot Service Hub

Customer Service Software
9.0
$50
98%
Dimelo By RingCentral reviews

Dimelo By RingCentral

Customer Service Software
8.8
By quote
100%
Dixa reviews

Dixa

Customer Service Software
7.7
$15
99%
DeskMoz reviews

DeskMoz

Customer Service Software
8.0
$199
-
DataKnowl reviews

DataKnowl

Customer Service Software
8.0
$8
100%
Eudata reviews

Eudata

Customer Service Software
8.0
By quote
-
VeloCITY 365 reviews

VeloCITY 365

Customer Service Software
8.0
By quote
93%

Things to consider when you invest in a SaaS

Choosing a suitable SaaS solution from the scores of good quality apps out there can be a difficult task. To help you, we have prepared this quick briefing. Find out if the SaaS vendor offers the following advantages:

Reduced Cost: Most SaaS systems are pay as you go, and you don’t have to worry about added investments for software maintenance or IT resources, upfront licensing fees, or in-house IT staff.

Fast Set-up Time and Minimized Risk: You should be able to implement the SaaS system quickly and easily. Make use of the free trial to understand if the system fits your requirements. If you choose a wrong program, you can bail out effortlessly with minimum losses.

Customization and Integration: Select a provider that offers a wide choice of software packages and modules. You should be able to pay only for the functionality you use to meet the current requirements of your organization.

Security and Control: The system should offer robust security. Pick a vendor whose databanks are more secure than those in your office to maximize the benefits.

The Infrastructure: The vendor should offer the required infrastructure so that you need not host anything in-house or require the assistance of internal IT resources.

Web Access: Your staff members should be able to access data anywhere, anytime. To help them be industrious on the go, choose a provider that offers mobile apps that are compatible with widely used operating systems.

Consider all the six important elements mentioned above to choose the perfect solution for your needs.

Frequently asked questions about Customer Service Software

What is the best customer service software?

The best customer service software today is Freshdesk. With a SmartScore of 9.7 and a user satisfaction rating of 100%, it’s the program to beat. It has also won our Expert’s Choice Awardupreme Software Award. It is ideal for both small and large companies. With Freshdesk, you can broaden your reach through its multi-channel support. It can also help streamline your customer service operations, thanks to its smart automation tools.

What are the benefits of customer service software?

There are several benefits to using customer service software. They allow you to perform and ensure the following:

  • Strengthen customer engagement
  • Address customer complaints quickly
  • Gather customer behavior data
  • Automate tasks related to customer support
  • Handle tickets more efficiently
  • Help customer service agents simplify their job
  • Consolidate customer service efforts
What are the features of customer service software?

The features of a customer service software will generally determine what it can do. But below is a list of features that you’d typically find in one.

  • Self-service platform
  • Ticket management
  • Customer information management
  • Live chat
  • Social media integration
  • Multi-user collaboration
  • Data analytics
  • Comprehensive reporting
  • Agent performance reviews
  • Multi-channel management
What is the easiest customer service software to use?

Based on expert product reviews and user satisfaction scores, the easiest customer service software to use is LiveAgent. Made for businesses of all kinds and sizes, LiveAgent is simple to use and highly intuitive, making it easy to understand and implement. All of its interface elements are easily accessible, so users can gain mastery of the software in a short time.

Aside from LiveAgent, you should also check out JitBit HelpDesk that boasts of a UI that focuses on simplicity. Another software that offers ease of use is TeamSupport. Its convenient interface makes for seamless self-service.

What is a good free customer service software?

A good free customer service software to consider is ngDesk. This free-to-use software offers a host of great features, including multi-channel support, ticket management, auto-escalation, and workflow automation.

One of the most cost-efficient customer service software available right now is Freshservice. Its free plan called Sprout can be used by up to three agents. It allows you to manage 100 assets and gives you access to a self-service portal. You should also check out Zendesk Chat Lite, which is a free service under the Zendesk suite of customer support apps.

Nestor Gilbert

By Nestor Gilbert

Senior writer for FinancesOnline. If he is not writing about the booming SaaS and B2B industry, with special focus on developments in CRM and business intelligence software spaces, he is editing manuscripts for aspiring and veteran authors. He has compiled years of experience editing book titles and writing for popular marketing and technical publications.

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FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Please note, that FinancesOnline lists all vendors, we’re not limited only to the ones that pay us, and all software providers have an equal opportunity to get featured in our rankings and comparisons, win awards, gather user reviews, all in our effort to give you reliable advice that will enable you to make well-informed purchase decisions.

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