Top 10 Customer Service Software In 2019

In today’s customer-centric world, a reliable customer support system is a necessity and customer service software helps you in achieving it effectively. Customer support is one of the key aspects which defines the performance and brand value of your company. Now those days are gone when you use manual emails to answer customer’s queries and maintains the requests/issues on a spreadsheet.

Customer support software helps you to manage, organize and track customer requests/issues using a single integrated platform. This software enables to log a ticket automatically for any customer request and can be assigned to any support personnel for resolution. You can easily monitor the status of customer requests using the centralized hub which is accessible from any remote location.

More about Customer Service Software!

Customer service management software helps you to improve communication with customers. It also helps you to manage the complete database about a customer which includes the preference of a customer, queries/issues, products which they have already purchased. This information lets you deal with the customer easily and assist them with the required services.

Customer service management software proves quite useful for small as well as large sized business. You can easily access this software on your desktop as well as on mobile apps. This software is quite easy to set up and provides an intuitive user interface.

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    Customer support software provides features like automation (helps to achieve 24/7 support by automatically replying to customer emails received outside of business hours,) creating a strong knowledge base, interaction with social media, live chats with the customer and multichannel communication as well. This software is integrated into the cloud platform, your support staff and can access the real-time data and updates.

    Help desk software is highly used these days in almost all the customer support fields which include IT organizations, e-commerce sites, retailers, education organizations, HR personnel, etc. Using this software, you can create your templates and macros to respond to recurring inquiries from customers quickly.

    It also helps you to create a personalized view of your queue and can keep track of all tickets and requests in an organized manner. Service desk software helps you set up SLAs for customer tickets and requests which helps you to track and achieve the deadlines. You can also prioritize it by criticality.

    Help desk software also helps you to generate reports by customer’s data, and you can easily analyze the trends like common issues with your products, general inquiries, pain areas and preferences of the customer. By these trends, you can plan to improve your services as well as improve the product quality as per the demands of the customer.

    Customer service software also helps you to keep track of assets whether it’s hardware, software or mobile assets. You can also analyze the performance of your employees using this software with the issues they have resolved, resolution time, customer satisfaction index, etc.

    Below is the list of the top 10+ customer service software based on the ratings and reviews from websites such as GetApp, Capterra, and G2Crowd.

    List of Best Customer Service Software | Top Customer Support Software Reviews

    1. Zendesk – Cloud customer service software

    About Zendesk : The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 100,000 paid customer accounts offering service and support in more than 30 languages.

    Zendesk Customer Service Features : Alerts / Escalation, Appointment Management, Automated Routing, Automatic Customer Notices, Complaint Monitoring, Contract Management, Customer Database, Customer Experience Management, Help Desk, Inbox / Queue Management, Knowledge Base, Known Issue Management, Live Chat, Self Service Portal, Surveys & Feedback, Trouble Ticketing, Work Order Management

    “I like that Zendesk is pretty easy to understand and grasp. I also like all the reporting it provides, with a variance of statistics it calculates. The many different email/group/forwarding options are greatly beneficial when it comes to how tickets come in and are separated out.” – Carney Z.

    Zendesk

    United States

    1001 – 5000

    2007

    $1.00/month/user

    Yes

    4.5

    1767 Reviews

    4.2

    1303 Reviews

    2. Zoho Desk – Industry’s first context-aware Helpdesk Software

    About Zoho Desk : Zoho Desk is the industry’s first context-aware help desk software that helps businesses focus on the customer. With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It’s customizable, convenient to use, and it doesn’t cost you a fortune. Part of Zoho’s 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

    Zoho Desk Customer Service Features : Alerts / Escalation, Appointment Management, Automated Routing, Automatic Customer Notices, Complaint Monitoring, Contract Management, Customer Database, Customer Experience Management, Help Desk, Inbox / Queue Management, Knowledge Base, Known Issue Management, Live Chat, Self Service Portal, Surveys & Feedback, Trouble Ticketing

    “They have a fully functional evaluation version that can be used for free, which allows you to explore all the options and features. It can be integrated with other Zoho applications such as CRM and Assist, allowing us to have high productivity in technical support tasks.” – Luis M.

    Zoho Desk

    India

    1001 – 5000

    1996

    $12.00/month

    Yes

    4.5

    1560 Reviews

    4.3

    732 Reviews

    3. Freshdesk – Online Customer Support Software & Helpdesk Solution

    About Freshdesk : Freshdesk is cloud-based customer support software that gives you everything you need to deliver exceptional support. It focusses on cross-functional team collaboration to deliver exceptional customer support. Freshdesk streamlines customer conversations from across multiple channels including email, phone, chat, and social media.

    Freshdesk Customer Service Features : Alerts / Escalation, Appointment Management, Automatic Customer Notices, Complaint Monitoring, Customer Database, Customer Experience Management, Help Desk, Inbox / Queue Management, Knowledge Base, Known Issue Management, Live Chat, Self Service Portal, Surveys & Feedback, Trouble Ticketing, Work Order Management

    “A ton of great integrations, easy to use web – based access & mobile app, knowledge base management built-in, and it’s very simple for everyone. Aside from all the great features we get, I have to say the service from support on their email and live chat are very helpful and I’m grateful to be using a product..” – Michael V.

    Freshworks

    United States

    1001 – 5000

    2010

    $19.00/month/user

    Yes

    4.5

    1254 Reviews

    4.4

    1899 Reviews

    4. LiveChat – Premium Customer Service Software for Live Chat & Help Desk

    About LiveChat : LiveChat is a real-time, live-chat software tool for ecommerce sales and support that is helping ecommerce companies create a new sales channel. We serve more than 25,000 businesses in over 150 countries, including large brands like Adobe, Asus, LG, Acer, Better Business Bureau or Air Asia and startups like SproutSocial, Animoto or HasOffers. LiveChat starts at $16 per seat/month, with additional discounts available for upfront payments.

    LiveChat Customer Service Features : Alerts / Escalation, Automated Routing, Automatic Customer Notices, Complaint Monitoring, Customer Database, Customer Experience Management, Help Desk, Inbox / Queue Management, Knowledge Base, Live Chat, Self Service Portal, Surveys & Feedback, Trouble Ticketing, Work Order Management

    “Adding LiveChat to our Magento store was easy! Customers can contact us quicker than by calling or sending emails. Plus, LiveChat support team – well-deserved called ‘Support Heroes’ – has helped us with every question we’d had, immediately.” – HENRY REITH

    LiveChat Software

    United States

    51 – 200

    2002

    $16.00/month/user

    Yes

    5.0

    580 Reviews

    4.5

    488 Reviews

    5. Intercom– Customer messaging platform for sales, marketing and support

    About Intercom : The world’s first customer platform helping internet businesses accelerate growth. Thanks to the internet, the way people communicate is drastically different than it was 10, even 5 years ago. Messengers like WhatsApp have become the preferred mode of communication in every aspect of consumers’ lives, and now that switch is happening with businesses too. Intercom builds a suite of messaging-first products that all modern internet businesses can use to accelerate growth across the customer lifecycle, from acquisition, to engagement, and support.

    Intercom Customer Service Features : Customer Database, Customer Experience Management, Help Desk, Inbox / Queue Management, Knowledge Base, Live Chat, Surveys & Feedback

    “Intercom provides us with a tool to field any requests, spanning from support, marketing, sales, and technical advising. We’d be hard-pressed to find a system that supports the needs of multiple departments, and the multiple integrations allow us to serve our users at scale.” – Jesus Requena

    Intercom

    United States

    201 – 500

    2011

    $49.00/month

    Yes, get a free trial

    4.5

    473 Reviews

    4.3

    665 Reviews

    6. Agile CRM – Sales and marketing CRM for growing businesses

    About Agile CRM : Agile CRM is the world’s first fully integrated sales, marketing and service suite – an All-in-One CRM for small businesses with full sales, marketing and service automation functionality. Agile CRM is used and trusted by over 15,000 customers globally to generate & nurture leads, close deals and support customers. Besides its headquarters in Dallas, TX, Agile CRM maintains offices in India and the Philippines.

    Agile CRM Customer Service Features : Alerts / Escalation, Appointment Management, Automated Routing, Automatic Customer Notices, Complaint Monitoring, Contract Management, Customer Database, Customer Experience Management, Help Desk, Inbox / Queue Management, Knowledge Base, Live Chat, Self Service Portal, Trouble Ticketing, Work Order Management

    “I had a small issue with some stats, and as I needed them very urgently. Worte a mail to support, and they were very fast. Thank you guys for your outstanding attitude, and help. I recommend AgileCRM to everybody. Worth the money.” – Arpad Czimbalmos

    Agile CRM

    India

    51 – 200

    2013

    $8.99/month/user

    Yes

    4.0

    295 Reviews

    4.1

    233 Reviews

    7. Zingtree – Build your own question & answer style troubleshooters

    About Zingtree : Zingtree is an online toolkit for creating interactive decision trees and troubleshooters, which empowers companies to give their customers a quick, efficient way of getting answers quickly. With a Zingtree troubleshooter embedded on a client’s web site, customers, support techs and product managers all benefit. Customers answer questions in a simple Q&A format, which in many cases leads to a problem solution.

    Zingtree Customer Service Features : Alerts / Escalation, Appointment Management, Automated Routing, Customer Experience Management, Knowledge Base, Self Service Portal, Surveys & Feedback

    “For me, the ROI of Zingtree is immediate. Introducing standardized decision tree scripts for insurance has allowed the insurers in my network to really thrive. With scripts for guiding conversations, interactive trees to train new agents, and the reporting that comes along with it, agents are able to provide a better customer experience,” – Ted

    Zingtree

    United States

    02 – 10

    2014

    $79.00/month

    Yes

    4.5

    91 Reviews

    0.0

    0 Reviews

    8. Yonyx – Decision tree driven Interactive guides for customer service

    About Yonyx : Yonyx is the leading cloud based platform for creating decision tree driven interactive guides. These guides are used for interactive troubleshooting, business process compliance, telemarketing, Human Resources processes, IT Helpdesk etc. Internal users access these guides from within CRM systems like Salesforce, Microsoft Dynamics, SAP, Oracle, NetSuite, ServiceNow, Zendesk etc. External users (e.g. consumers) access Yonyx interactive guides from your websites, mobile apps, social media pages etc.

    Yonyx Customer Service Features : Customer Experience Management, Help Desk, Knowledge Base, Trouble Ticketing

    “Yonyx guided capabilities reduced our call volume and as an added bonus, provided our own call center agents with a tool to use while talking to members to help them troubleshoot more effectively and quickly.” – Chiang Ying Yi

    Yonyx

    United States

    02 – 10

    2012

    Not provided by vendor

    Yes

    5

    82 Reviews

    0

    0 Reviews

    9. bpm’online CRM – Boost marketing, sales and service performance!

    About bpm’online CRM : bpm’online CRM is award-winning online CRM software where the user can easily accelerate marketing, sales, and customer support services. The user can find agile business process management through this software. The software also offers collaboration tools, lead management feature, quality management, document flow automation feature, case management, service catalog, knowledge management, and mobile CRM feature to the users.

    bpm’online CRM Customer Service Features : Alerts / Escalation, Appointment Management, Automatic Customer Notices, Complaint Monitoring, Contract Management, Customer Database, Customer Experience Management, Help Desk, Inbox / Queue Management, Knowledge Base, Known Issue Management, Live Chat, Surveys & Feedback, Trouble Ticketing, Work Order Management

    “Bpmonline is supported over a powerful bpm engine. It makes maximun flexibility on sales, marketing and support processes. Also it can be expanded with new applications from its marketplace. In a very short time, a company can be selling with a very productive way. Very easy to use and integrate teams on working them.” – Salvador A.

    bpm’online

    United Kingdom

    501 – 1000

    2002

    $25.00/month/user

    Yes

    5

    76 Reviews

    4

    1 Reviews

    10. Tidio – Communicator for businesses. live chat, messenger and email

    About Tidio : Since 2013, Tidio’s primary focus has been the creation and development of SaaS (Software as a Service). Our hard work over the years has culminated in Tidio, one of the top live chat applications in the world today. With more than 160,000 clients around the globe, Tidio enhances the day-to-day customer experiences of small businesses and micro-enterprises. We understand their needs very well — we are one of them, after all.

    Tidio Customer Service Features : Alerts / Escalation, Complaint Monitoring, Customer Database, Customer Experience Management, Help Desk, Live Chat

    “Tidio Live Chat has been a huge success on our guitar lesson website because it allows students to ask questions real-time as they stream our guitar lesson videos. The tidio live chat application was so easy to installl and it is by far the most modern chat application for webiste.” – Devin Shawn

    Tidio

    United Kingdom

    11 – 50

    2013

    $15.00/month/user

    Yes

    4.5

    48 Reviews

    4.8

    4 Reviews

    11. AzureDesk – Help desk software for SMBs

    About AzureDesk : AzureDesk is a help desk software for businesses of all sizes. The tool centralizes all customer-facing information and unifies support emails, support tickets and questions coming in from customers via email. With AzureDesk, businesses can provide their customers with an intelligent knowledge base including a bing type search for self service answer-finding.

    AzureDesk Customer Service Features : Alerts / Escalation, Appointment Management, Automated Routing, Automatic Customer Notices, Complaint Monitoring, Contract Management, Customer Database, Customer Experience Management, Help Desk, Inbox / Queue Management, Knowledge Base, Known Issue Management, Live Chat, Self Service Portal, Surveys & Feedback, Trouble Ticketing, Work Order Management

    “Clients are able to submit tickets and communicate with the service technician assigned to their case. The software was easy to set up and now we have a better record of tickets so that we can provide the best possible service to our clients.” – Jenne J.

    AzureDesk

    United States

    11 – 50

    2014

    $12.00/month/user

    Yes

    4.5

    39 Reviews

    4.7

    13 Reviews

    12. WalkMe – Transform the User Experience

    About WalkMe : WalkMe pioneered the Digital Adoption Platform (DAP) to simplify user experiences by combining insights, engagement, guidance and automation capabilities. WalkMe’s mission is to make digital adoption for employees and customers simple, while increasing enterprise productivity. Our platform works as an invisible layer of visual cues and personalized content placed on top of your website or enterprise software.

    WalkMe Customer Service Features : Alerts / Escalation, Automatic Customer Notices, Customer Database, Customer Experience Management, Help Desk, Knowledge Base, Live Chat, Self Service Portal, Surveys & Feedback, Trouble Ticketing

    “Great, excellent work that I do WalkMe. It should be noted that their treatment and concern for the welfare of their customers is always in sight. Really excellent work!” – America C.

    WalkMe

    United States

    501 – 1000

    2011

    Not provided by vendor

    Yes

    4.5

    37 Reviews

    4.4

    45 Reviews