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. 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. Below is the list of the top 10+ customer service software coined by SoftwareWorld.
List of Best Customer Service Software | Top Customer Support Software Reviews
1. Zendesk – Cloud customer service software
About Zendesk : Zendesk is a customer service software built to enhance the customer relationship. It is a suite of supporting apps that converts customer service to tools for customer retention and lead source. Top features of this software include knowledge base management, multi-channel communication, email integration, IT asset management, network monitoring and others. It provides one of the best customer service platforms for small businesses to mid-sized and large ones.
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.
1001 – 5000
2. Zoho Desk – Industry’s first context-aware Helpdesk Software
About Zoho Desk : It is a help-desk software with a primary focus on customer support for of the business organization. Zoho Desk allows users to become productive and boost their efficiency in handling customers. It is a fully customized, convenient application with top features like ticketing system, call centre software, agent productivity, social support software, helpdesk essentials, knowledge forums, etc., making it one of the most preferred customer support software.
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.
3. Freshdesk – Online Customer Support Software & Helpdesk Solution
About Freshdesk : A cloud-based support software, Freshdesk delivers exceptional service to customers and allows business organizations to amplify their efficiency and productivity. It has all the necessary tools required for customer conversations across multiple channels and includes robust multichannel capability, integrated game mechanics to supercharge agent productivity, high customization, smart automation, etc. It gives support of 26 different languages making it one of the most suitable customer service software
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.
1001 – 5000
4. LiveChat – Premium Customer Service Software for Live Chat & Help Desk
About LiveChat : One of the best real-time live-chat solution tools for e-commerce sales and support, LiveChat helps online retailers create new sales channel enabling users and their team to talk with clients and potential customers directly through the websites. Top features include ticketing, customer engagement, multiple branding, data security, geo-tagging, co-browsing, chat surveys, third-party integration, etc. With availability in over 150 countries, it presently has 25,000+ organizations as their customers.
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
51 – 200
5. Intercom– Customer messaging platform for sales, marketing and support
About Intercom : A suite of messaging-first products for online businesses to accelerate their growth and productivity, Intercom is a customer support software that integrates engagement, support, acquisition and enhances the lifecycle of customer retention and lead generations. It has built-in tools like real-time metrics, chat, email campaign creation, bots, and personalised customer communications leading to capturing, qualifying, and nurturing leads to prospective customers.
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
201 – 500
Yes, get a free trial
6. Agile CRM – Sales and marketing CRM for growing businesses
About Agile CRM : Agile CRM is a customer service software with fully integrated marketing, service and sales suite. It helps in generating leads for the business with top features such as contact management, email tracking, social suite, feedback management, 360-degree contact view, marketing automation, web analytics, two-way emails, etc. Trusted by more than 15,000 customers globally, it helps in increased productivity of the business.
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
51 – 200
7. Zingtree – Build your own question & answer style troubleshooters
About Zingtree : It is a smart online platform that performs call centre scripting solutions for businesses having call centers for support services. Zingtree allows users to create, customize and deploy interactive processes. It empowers users to give quick, efficient troubleshooting answers to the queries of the customers. Top features include great analytics, process mapping, organizational charting, etc. It turns any project into a working code automatically increasing the response time to the customers.
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
02 – 10
8. Yonyx – Decision tree driven Interactive guides for customer service
About Yonyx : Yonyx is one of the best customer service software available for users that look forward to having first call resolution and empowers customers to perform self-service. It is a pure cloud-based platform for creating decision driven tree with interactive troubleshooting guides for business process compliance. Top features of this solution include telemarketing, human resources processes, IT help-desk, embedded manuals into any website, analytics & management reports, 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
02 – 10
Not provided by vendor
9. bpm’online CRM – Boost marketing, sales and service performance!
About bpm’online CRM : It is an award-winning online CRM software that effortlessly accelerates marketing, sales and service and customer support. Top features of bpm’online CRM include 360- degree view of operations, better data packaged CRM strategies, optimised processes, streamlined and with efficient workflow, knowledge management online library, etc. It also allows collaboration tools, lead management feature and document flow automation feature are making it one of the most effortless and straightforward application.
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.
501 – 1000
10. Tidio – Communicator for businesses. live chat, messenger and email
About Tidio : Tidio focuses on being a business communicator and has a live chat, messenger and email tools built into one integrated app. It enhances day-to-day customer experiences with real-time chat allowing users to communicate with customers within seconds. One of the top-rated application for e-commerce platforms, it is highly customizable and features tools such as geo-tagging, proactive chat, visitor tracking, various third-party integrations, etc.
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
11 – 50
11. AzureDesk – Help desk software for SMBs
About AzureDesk : It is a cloud-based help desk, ticketing management and customer service software that centralizes all customer problems and unifies support emails, tickets and questions. From providing customers of any business for searching and finding answers on their own to displaying trending topics and questions helping customers to find the answers they need, AzureDesk includes features such as data reporting, customer self-service, ticket assignment, private notes, inline image addition and email integrations.
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.
11 – 50
12. WalkMe – Transform the User Experience
About WalkMe : WalkMe is a cloud-based, customer support software that simplifies user experiences with combined insights, engagements, guidance and automation. With integrated visual cues, highlights and other features, it walks the customers through a guided platform giving specific results as per their choices. It is highly customizable and includes look and feel features that adapt to any layout of the user’s website and devices.
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.
501 – 1000
Not provided by vendor
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.
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.
Related Software Categories
» Complaint Management Software – To err is human and to solve, divine. Mistakes happen in every business and are inevitable. Many companies are turning heads from paper-based complaint management to automated processes such as complaint management software to manage customer complaints and their resolution.
» Customer Engagement Software – A Customer Engagement Software is responsible for managing the interactions and communications with the customers, via a number of touch points as well as challenges. This software is capable of covering web chat, CRM systems, social media, customer self-service, as well as marketing personalization.
» Customer Satisfaction Software – Customer satisfaction survey software enable a healthy relationship with your customer, which results in a healthy business overall. Regarding marketing, your main target is an audience that will buy from you and will continue to buy from you.
» Inside Sales Software – The inside sales software is integral to keep up with the high-touch sales along with the follow up of the prospects frequently in a sales cycle. The sophisticated software assists with the key roles in the inside sales including lead qualification and conducting demos.