Best Customer Service Software

Compare the Top Customer Service Software as of October 2025

What is Customer Service Software?

Customer service software is designed to help businesses improve interactions with their customers. It provides an easy way to manage customer inquiries and feedback, as well as document customer activity and history. This can enable companies to be more efficient with customer support and streamline the process of providing assistance. Customer service software often involves automation of routine tasks, allowing for improved performance in the long term. Compare and read user reviews of the best Customer Service software currently available using the table below. This list is updated regularly.

  • 1
    Zendesk

    Zendesk

    Zendesk

    Zendesk is an AI-powered service solution that’s easy to set up, use, and scale. It works out-of-the-box and adapts quickly, enabling businesses to move faster. Built on billions of CX interactions, Zendesk AI supports the whole service journey—from self-service to agents to admins—helping teams resolve issues faster and operate efficiently at scale. Zendesk empowers agents with tools, insights, and context to deliver personalized service on any channel—social messaging, phone, or email. It unifies personalized conversations, omnichannel case management, AI workflows, automation, and a Marketplace of 1200+ apps. Easy to implement, it frees teams from relying on IT or costly partners. Serving over 130K global brands in 30+ languages, Zendesk simplifies business complexity to create meaningful customer connections. Headquartered in San Francisco, it operates worldwide.
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    Starting Price: $25/agent/month
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  • 2
    C2CRM

    C2CRM

    Clear C2

    At Clear C2, we understand that different companies have different business requirements. We designed C2CRM to allow you to choose only the functions you need. Our CRM system is a cost-effective solution that will grow with your business. C2CRM consists of four modules that integrate to provide a comprehensive CRM solution: Relationship Management, Sales Automation, Marketing Automation, and Customer Service. Only buy what each user needs. The C2CRM Relationship Management module is the core of our solution. It consists of all the logic you need to manage your business relationships effectively and a mobile app to keep your sales team informed while on the road. Get a 360-degree view of your accounts, contacts, and activity with built-in dashboards, workflow automation, and reports.
    Starting Price: $37 per user per month
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  • 3
    HubSpot CRM
    HubSpot brings your marketing, sales, and service teams together on the same AI-powered customer platform. HubSpot's Customer Platform is not just a tool; it's the heartbeat of your business. Designed with passion and precision, our CRM stands out as the ultimate solution for empowering your team to build deeper customer relationships. It transforms the way you engage with your clients by offering a seamlessly integrated, all-in-one platform for sales, marketing, and customer service. With HubSpot's CRM, you gain unparalleled insights into your customer interactions, all organized in an intuitive, easy-to-navigate dashboard that promises to skyrocket your team's efficiency. Our platform is engineered to grow with you, offering scalable solutions that adapt to your evolving business needs. What's more, HubSpot's Customer Platform includes a robust free version, packed with essential features, making it the perfect choice for ambitious businesses of all sizes.
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    Starting Price: Free
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  • 4
    ServoDesk

    ServoDesk

    Simplisys Ltd

    Award winning, easy to use Help Desk software for service departments challenged to do more with less. ServoDesk delivers flexible solutions for all support teams regardless of size incorporating AI. - Manage multiple data channels from one easy to use interface. - Roles based access to tickets. - Email integration with automated ticket creation and acknowledgements. - Feature rich reporting tool and dynamic dashboards. - Customer Portal theme-able by Department / Customer organization. - Powerful but simple to create business rules and workflows to drive automation. Not to mention our market leading support, don't waste time reviewing thousands of documents online give us a call.
    Starting Price: $20 per month
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  • 5
    NinjaOne

    NinjaOne

    NinjaOne

    NinjaOne automates the hardest parts of IT, delivering visibility, security, and control over all endpoints for more than 20,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. The company seamlessly integrates with a wide range of IT and security technologies. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support.
  • 6
    SuperOps

    SuperOps

    SuperOps

    SuperOps is a future-ready, unified PSA-RMM platform for fast-growing MSPs. Powered with the goodness of AI and intelligent automation, SuperOps is packed with all the features and tools that a modern MSP needs, including project management and IT documentation. MSPs no longer need to toggle between tools to manage different pieces of their work. With SuperOps, MSPs can break free from disjointed, legacy tools and experience a platform that’s built for the cloud and designed to make MSPs’ work and life easier.
    Starting Price: $79/tech/month
  • 7
    Atera

    Atera

    Atera

    Atera, the first and only Agentic AI platform for IT management, offers IT teams and MSPs a digital workforce of AI agents to preemptively and autonomously manage their entire IT operations. Its all-in-one platform combines RMM, helpdesk, ticketing, and automation to reduce downtime, improve SLAs, and free IT teams to focus on strategic work over mundane tasks. At the core of Atera’s platform are two powerful AI agents built to enhance every layer of IT operations. AI Copilot helps technicians troubleshoot devices, run diagnostics, and generate actionable solutions in real time. IT Autopilot delivers 24/7/365, autonomously resolving Tier-1 issues and reducing IT workload by up to 40%. It acts like a personal AI technician for every employee, freeing your team to focus on what really matters. Trusted by 13K+ customers in over 120 countries, Atera scales with your needs while maintaining the highest security and compliance standards.
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    Starting Price: 30-DAY FREE TRIAL
  • 8
    Pipedrive

    Pipedrive

    Pipedrive

    Pipedrive is a web-based sales CRM (customer relationship management) software that lets sales teams track pipelines, optimize leads, manage deals and automate their entire sales process to focus on selling. Pipedrive’s simple interface empowers salespeople to streamline workflows and unite sales tasks in one workspace. Unlock instant sales insights with Pipedrive’s visual sales pipeline and fine-tune your strategy with robust reporting features and a personalized AI Sales Assistant. Reach the right contacts at the right time with intelligent lead segmenting and activity reminders that tell you when to take action. When it’s time to seal the deal, compose instant, irresistible sales emails in just one click. With Pipedrive, winning has never been easier.
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    Starting Price: $24/month
  • 9
    3CX

    3CX

    3CX

    3CX is a software-based, open standards IP PBX that offers complete Unified Communications, out of the box. Suitable for any business size or industry 3CX can accommodate every need; from mobility and status to advanced contact center features and more, at a fraction of the cost. Ideal for companies working remotely, 3CX includes mobile apps, video conferencing and website live chat. Installation, management and maintenance of the PBX is so easy that you can effortlessly manage it yourself, whether on an appliance or server at your premise on Windows, Linux or in the cloud. Alternatively you can choose to have it hosted by 3CX for a completely hassle-free solution.
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    Starting Price: Free for up to 10 users
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  • 10
    Device42

    Device42

    Device42, A Freshworks Company

    With customers across 70+ countries, organizations of all sizes rely on Device42 as the most trusted, advanced, and complete full-stack agentless discovery and dependency mapping platform for Hybrid IT. With access to information that perfectly mirrors the reality of what is on the network, IT teams are able to run their operations more efficiently, solve problems faster, migrate and modernize with ease, and achieve compliance with flying colors. Device42 continuously discovers, maps, and optimizes infrastructure and applications across data centers and cloud, while intelligently grouping workloads by application affinities and other resource formats that provide a clear view of what is connected to the environment at any given time. As part of the Freshworks family, we are committed to, and you should expect us to provide even better solutions and continued support for our global customers and partners, just as we always have.
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    Starting Price: $1499.00/year
  • 11
    RingCentral RingEX
    RingCentral RingEX is a powerful cloud-based phone system that helps optimize your business communications. Providing enterprise-grade business communication tools for voice, fax, text, and video as well as bring your own device to work (BYOD) capability, RingCentral RingEX enables you to work where you want and how you want. Core features of RingCentral RingEX include auto-recording, conferencing, and unlimited long-distance and local calling. RingCentral RingEX's call management features can also be customized by configuring call forwarding, answering rules, message alerts, and missed-call notifications.
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    Starting Price: $19.99/month/user
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    BlueFolder

    BlueFolder

    BlueFolder

    Introducing BlueFolder – Your Ultimate Service Management Solution Unlock the full potential of streamlined service management with BlueFolder, the comprehensive software designed to empower your business. Whether you're a field service provider, maintenance team, or IT support organization, BlueFolder is your go-to solution for optimizing workflows, enhancing customer satisfaction, and boosting efficiency. Key Features: Intuitive Work Order Management Dispatch and Scheduling Customer Relationship Management (CRM) Mobile Accessibility Billing, Invoicing, and Payments Asset/Equipment and Contract Management Customizable Reporting Integration Capabilities Choose BlueFolder and experience the transformation of your service management operations. Elevate customer satisfaction, increase efficiency, and drive success with the power of BlueFolder at your fingertips.
    Starting Price: $40.00/month/user
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    Guru

    Guru

    Guru

    Guru is an Enterprise AI search and AI-powered knowledge platform that provides instant, trusted information from your company's scattered docs, apps, and chats when you need it without context switching. Guru's AI understands who you are and what's important to you. Forget about manually clicking around apps or asking people for answers. Even better, Guru's AI can turn those answers into an AI-powered knowledge platform to replace your legacy knowledge base/wiki and intranet too. Guru natively integrates with Slack, Google, Microsoft Sharepoint, OneDrive, and Teams, Salesforce, Zendesk, Atlassian Confluence, Atlassian Jira, Dropbox, Box, Google Drive, Asana, HubSpot, ClickUp, GitHub, GitLab, Intercom, ServiceNow, Linear, Front, and many many more SaaS apps, documents, #channels. Guru ensures you never have to leave the app you're in to get the answer you need
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    Starting Price: Free
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  • 14
    TextUs

    TextUs

    TextUs

    TextUs is the leading text messaging service provider for businesses that want to engage in real-time conversations with customers, leads, employees and candidates. Text messaging is one of the most engaging ways to communicate with customers, candidates, employees and leads. 1:1, two-way messaging encourages response and engagement. Text messages help teams get 10x the response rate over phone and email. Business text messaging has become a more viable form of communication than traditional mediums. The TextUs user experience is intentionally designed to resemble the familiar SMS inbox, allowing users to easily manage contacts, conversations, and campaigns. Work right from your desktop with the TextUs web app or use the Chrome extension alongside your ATS or CRM. Leverage the mobile app for on-the-go sending and responding.
    Starting Price: $299 per month
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    Pipefy

    Pipefy

    Pipefy

    Pipefy is the AI-enhanced process automation platform that conserves IT resources and empowers business teams to build and deploy up to 85% of workflows — no coding knowledge or third-party specialized services firms required. Standardize, streamline, and connect workflows for better end-user experiences and faster business results. Key features include a built-in security suite and a flexible no-code framework for faster deployment and lower implementation costs. Minimize process complexity and expensive stack sprawl with connections to 300+ apps and systems out of the box, and HTTP/HTTPS to integrate Pipefy with everything else.
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    Starting Price: $20 (per-user billing)
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    Eurekos

    Eurekos

    Eurekos

    Learning management systems are good for training employees but often fail to address the unique needs of training customers & partners as well as customers' customers & partners. Eurekos is a leading European customer education specialist, offering innovative training software solutions for businesses and non-profit organizations with a need for external training, certification or accreditation. Eurekos offers a complete set of tools to create and deliver training that cover the entire customer journey: before the sale, during onboarding and ongoing. Eurekos has everything for rapid onboarding, advanced certification, eCommerce, unlimited brand portals, complex organizational structures and integrated content development all under the highest privacy & security standards (ISO7IEC 27001 & 27701). We are constantly reinvesting into our software to bring our clients the latest, most current technical features available on the LMS market.
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    Starting Price: $450 USD/month
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  • 17
    Serviceaide

    Serviceaide

    Serviceaide

    Serviceaide is a complete service management solution that can be implemented in weeks, not months, and intuitive to use. With low administration costs and quick implementation, you will see a real return on your investment. A flexible platform that works either on premise or in the cloud. Serviceaide is based on ITIL best practices and has been designed to be a comprehensive solution with all the components your team needs. You can choose the environment that best suits your technology, compliance, and infrastructure needs. Affordable and comprehensive, Serviceaide provides IT staff with the functions required to manage everything from ticketing to incident, change and asset management and more. Serviceaide includes a virtual agent, self-service portals and AI-based features to support analyst and end user productivity. Automate processes across technical workflows, services and business processes for business agility.
    Starting Price: $90/per month/per user
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    Process Street

    Process Street

    Process Street

    Process Street is an AI-powered compliance operations platform that automates complex workflows, enforces standards, and tracks audit data in real time. Teams use it to create structured SOPs, assign tasks, collect data, and monitor execution with intelligent oversight. From onboarding and audits to vendor management and document control, Process Street ensures every step is followed and every action is logged. Built for regulated industries like financial services, healthcare, and manufacturing, it supports frameworks such as ISO, SOC 2, SOX, and HIPAA. With role-based permissions, audit logs, and powerful integrations, Process Street replaces static documents, spreadsheets, and manual processes with a single automated system of record. Use AI to streamline approvals, catch risks early, and generate audit-ready evidence. Trusted by teams at Cargill, DoorDash, Farmers Insurance, and Hartford Healthcare.
    Starting Price: $1500/month
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    EZO AssetSonar
    EZO AssetSonar is a comprehensive IT asset management platform that provides real-time visibility into your entire digital infrastructure. Track and optimize hardware, software, and license management to reduce risks, control IT spend, and improve compliance. With powerful features like software discovery, license tracking, and software normalization, EZO AssetSonar helps businesses overcome challenges such as SaaS sprawl, shadow IT, and redundant software licenses. Seamlessly integrating with leading ITSM tools like Jamf, Zendesk, Intune, and SCCM, AssetSonar simplifies workflows and ensures continuous monitoring of your technology ecosystem. Automating manual tasks and consolidating data from diverse sources enables IT teams to focus on strategic initiatives while maintaining control and compliance. Optimize your IT asset lifecycle, boost efficiency, and make smarter technology purchasing decisions with EZO AssetSonar’s powerful IT asset management capabilities.
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    CrankWheel

    CrankWheel

    CrankWheel

    Share your screen instantly while on a phone call with CrankWheel, for an engaging presentation. Send a link by text message, WhatsApp or email and the viewer can view it in any browser, on any device without installing anything. Designed for ease of use, CrankWheel is the best solution for sharing a screen with customers for business deals. CrankWheel is used to complement calls by insurance agents, mortgage advisors, solar advisors, digital agencies, educators and customer support specialists. Close deals on the first call! We show you whether they're paying attention. Over 50,000 users share their screen effortlessly with any prospect no matter their technical skill or device choice using our Chrome Extension. CrankWheel works over bad network connections, on obscure devices and old browsers. Mac, PC, iOS, Android, Internet Explorer, Blackberries - it always works!
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    Starting Price: $15/month
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  • 21
    anny

    anny

    anny

    anny is an all-in-one platform for managing hybrid workplaces and shared resources. Enable your employees to easily book desks, meeting rooms, parking spots, equipment, and more – all in one place. With flexible rules and group permissions, you stay in full control of who can access what. Key Features: 🗺️ 3D Interactive Office Map: Visual, intuitive floor plans to make booking engaging. 🗓️ Weekly Planner: See when teammates are onsite and plan your office days smarter. 🧍 Visitor Management: Streamlined guest check-in with e-signatures and instant host notifications. 🌐 Integrations: Microsoft 365, Google Workspace, and more for a connect 📞 Dedicated Support: Responsive, personal support that helps you succeed. 🔒 Enterprise-Grade Security: Fully compliant with international data privacy standards. Already trusted by 1,000+ organizations worldwide - including DeepL, Nio, and Samsung - anny helps teams collaborate smarter and optimize office space.
    Starting Price: $2/resource/month
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    Birdeye

    Birdeye

    Birdeye

    irdeye is the #1 AI platform for Hyperlocal Marketing®, purpose-built for multi-location brands. Over 150,000 businesses rely on Birdeye’s intelligent AI agents to run marketing and drive business outcomes. Birdeye helps multi-location brands enhance online reputation, engage customers across social, search, and web, and gain real-time insights into consumers and competitors — all to boost leads & increase foot traffic, reduce costs, and grow revenue. Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of innovators from Google, Amazon, Salesforce, and Yahoo and is backed by the who’s who of Silicon Valley, including Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and Accel-KKR.
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    Starting Price: $250/month
  • 23
    Enterprise Bot

    Enterprise Bot

    Enterprise Bot

    Enterprise Bot, based in Switzerland, is a pioneer in Conversational AI, Process Automation, and Generative AI. With the trust of esteemed enterprise giants across industries like Generali, SIX, SBB, DHL, and SWICA, Enterprise Bot is revolutionizing both customer and employee experiences. Through its advanced integration with Large Language Models (LLM) such as ChatGPT and Llama 2, and its unique patent-pending DocBrain technology, the company delivers unparalleled personalization, active engagement, and omnichannel solutions across platforms like email, voice, and chat. Furthermore, Enterprise Bot integrates with existing core systems, such as SAP, CRMs, Confluence and more, and with its proprietary middleware, Blitzico, enables the AI to not only respond to queries but also take action to resolve them. This dedication to innovation in four main use case areas, Customer Support, Sales and Marketing, Knowledge Management and Digital Coworker, elevates both CX and employee productivity.
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    Atera IT Autopilot
    Atera IT Autopilot is an autonomous AI agent designed to provide 24/7 IT support, helping IT teams manage rising ticket volumes and staff shortages. It automates routine and complex IT tasks, enabling users to self-solve issues and reducing the IT workload by up to 40%. The platform offers instant, always-on support with near-zero response times, ensuring minimal downtime and keeping employees productive. IT Autopilot interacts through multiple channels including a user portal, email, Slack, and Teams, delivering human-like assistance. It also provides smart device and cloud support, proactive IT solutions, and analytics reporting. This tool helps IT teams focus on priority projects by eliminating repetitive support tasks.
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    Odoo

    Odoo

    Odoo

    Odoo is a fully integrated, customizable, open-source software packed with hundreds of expertly designed business applications. Odoo’s intuitive database is able to meet a majority of business needs, such as: CRM, Sales, Project, Manufacturing, Inventory, and Accounting, just to name a few. Odoo is an all-in-one software solution designed to meet the needs of companies, regardless of their size (or budget). The unbeatable, seamless nature of Odoo helps businesses become more efficient by reducing redundant manual processes, which helps companies save countless hours of labor. Every module is interconnected to provide a fully-integrated experience from app to app, and users can automate many processes that would’ve otherwise required manual inputs into multiple applications. Odoo keeps all business functions in one place, allowing teams to collaborate with other departments from one unified platform in the most efficient way possible.
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    Starting Price: $25.00/month/user
  • 26
    EasySend

    EasySend

    EasySend

    EasySend is a no‑code platform for building and automating digital journeys. Forget static forms—turn customer onboarding, applications, quotes, service requests and other processes into personalized, end‑to‑end workflows that work across every channel. You can launch powerful digital experiences without writing code, connect them to your CRM, ERP and other apps to manage customers at scale, and optimize them with built‑in e‑signatures, integrations and analytics. Trusted by enterprises worldwide, EasySend meets stringent security standards—including SOC 2, GDPR and HIPAA—and accelerates digital transformation from fast onboarding to enterprise‑grade solutions.
    Starting Price: $200/M
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    Sendbird

    Sendbird

    Sendbird

    Sendbird is the omnichannel AI agent platform enterprises choose to elevate customer experience, by initiating autonomous support & sales conversations, keeping humans in the loop for complex inquiries, and re-engaging customers with proactive business messages. Combining omnichannel AI and a battle-tested, award-winning communication APIs, Sendbird enables businesses to build AI agents and meaningful customer connections at scale. Sendbird’s AI-powered customer service platform helps businesses deliver scalable, omnichannel support through intelligent AI agents. These agents work seamlessly across channels like mobile apps, web, SMS, and social media, providing instant and proactive assistance to customers 24/7. With the ability to integrate into existing customer support tools, the platform enhances resolution rates, reduces response times, and improves customer experience by offering a unified view of all interactions.
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    Starting Price: $399/month
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    Auvik

    Auvik

    Auvik Networks

    Auvik's cloud-based network monitroing and management software gives you instant insight into the networks you manage, and automates complex and time-consuming network tasks. You get complete network visibility and control. Real-time network mapping & inventory means you'll always know exactly whats where, even as your users move. Automated config backup & restore on network devices means you'll mitigate network risk with no manual effort. And deep network traffic insights is a game changer. Whether you are a corporate IT professional or a Managed Service Provider, Auvik has a simple, out of the box solution for you and your team that only take minutes to deploy.
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    WaitWell

    WaitWell

    WaitWell

    WaitWell is a comprehensive queue management and appointment scheduling platform designed to enhance customer service, streamline operations, and improve overall efficiency. It allows organizations to manage virtual queues, walk-ins, and pre-booked appointments easily through web links, QR codes, SMS, or optional self-service kiosks. Customers receive real-time notifications, estimated wait times, and turn alerts, reducing frustration and boosting satisfaction. Staff benefit from intuitive dashboards, advanced analytics, and reporting tools to optimize workflows, staffing, and service delivery. WaitWell enables secure payments and integrates seamlessly with a wide range of systems and platforms, including electronic health records (EHRs), customer relationship management (CRM) systems, and student information systems (SIS) to ensure smooth data flow and improved operational efficiency.
    Starting Price: $250/location
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  • 30
    Docket

    Docket

    Docket Inc.

    Autonomous AI that engages website visitors with real-time, human-like conversations, converting 15% more traffic into pipeline for marketing; while also increasing seller productivity by enabling sales and pre-sales teams to instantly find answers, retrieve files, and resolve queries. Docket is the leading agentic AI platform that improves pipeline generation and seller efficiency for marketing and sales teams. Docket unifies, cleans, and learns from your organization’s GTM data with its proprietary Sales Knowledge Lake™, and activates this with powerful, pre-built AI agents. Docket’s Marketing Agent engages website visitors through human-like conversations, responds to their nuanced questions about your solution with expert-grade answers, performs discovery by asking qualifying questions, and converts them into leads, pipeline, and customers.
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Guide to Customer Service and Support Software

Customer service and support software assists customer service representatives with documenting, routing, tracking, resolving, and reporting customer concerns using a ticketing system that troubleshoots any and all issues. This software is typically referred to as help desk software, but it’s mostly applied to resolving IT (information technology) problems.

This type of software improves the resolution process of all customer concerns by automating some of the most common support functionalities. They increase customer satisfaction and improve the productivity of their agents.

You can purchase customer support management software as a standalone troubleshooting ticket system, a much broader CRM (customer relationship management) software suite such as Microsoft Dynamics CRM or Salesforce, or an enterprise software suite from vendors including SAP and Oracle.What Is Customer Service?

Some support systems may integrate with other larger applications including sales force automation systems (which notify sales reps about chronic or critical issues), cataloging and inventory systems (to make sure that you have enough exchange parts in stock), and service dispatch software (to allow for repairs on-site).

Businesses utilize customer service and support software to help manage and track service communications face-to-face, via social media, through email, over the Internet, and by phone. But with hundreds of different software programs available, choosing the best customer service software for your business needs can be quite a challenge.

Common Features of Customer Service Software

Depending on scope and intent, there are a wide variety of customer service software products to choose from. The list below will outline some common features.

  • Call routing - Customer service and support software relies on a lot of different criteria to ensure that customer calls get sent to the right customer service representative. Based on what the customer is calling about, one of the most basic functions will allow calls to be transferred to the correct department. More advanced systems that include automatic call distributors (aka ACD) can route phone calls based on which agents have the greatest level of appropriate skills, have taken the least amount of calls for the day, or have been waiting the longest. Some software will allow administrators to create custom rules for routing calls based on industry-specific (e.g. account status or service level) or nuanced principles.
  • Auto-attendant - Auto-attendants are gatekeepers between contact with a human representative and initial dial-in. Auto-attendants integrate IVR (interactive voice response) technology that allows the computer to deliver dynamic options or responses based on keypad entries or voice comments. A basic auto attendant will direct calls to in-house or remote agents through an IP PBX (private branch exchange), while other attendants will fulfill requests (including device activation or account balance) or answer questions.
  • Reporting and analytics - This type of software can assist department heads, managers, and coaches in guiding their teams to make more informed decisions by allowing them access to call metric data (including hold time and average handle time), customer satisfaction ratings, and resolving issues. This kind of software combines call archival and recording for easier compliance management and retrospective research.
  • Mobile access - Mobile clients are offered for users to access desk phone features on their mobile devices. Remote and mobile service representatives can transfer, receive, and make calls, use internal collaboration tools such as a wifi or cellular network, or access directories.
  • Case management - This can also be referred to as “ticketing,” and is an extremely important feature to have in your customer service software for support teams. It lets agents resolve and track service and product concerns through a variety of channels including social media, phone, instant messaging, and email. Moreover, it can generate tickets automatically through parsing data from customer communications and transcribing voice messages.

Types of Customer Service Software

  • Live Chat Software: Live chat software allows customers to connect with customer service agents in real-time. It allows customers to ask questions, get assistance, and provides customer service agents with an easy way to track and respond to customer inquiries.
  • Help Desk Ticketing Systems: Help desk ticketing systems are used to track customer inquiries, manage customer service cases, and automate responses. They also provide customer service agents with an organized way to respond to customer inquiries.
  • Knowledge Base Software: Knowledge base software provides customers with access to an online library of information, such as FAQs, product information, and troubleshooting guides. It allows customers to find answers to their inquiries quickly and efficiently, without the need to contact customer service.
  • Self Service Portal: Customer self-service portals allow customers to find answers to their inquiries without the need to contact customer service. They can provide customers with access to product documentation, FAQs, and troubleshooting tips.
  • Automated Call Systems: Automated call systems allow customers to call customer service and get an automated response. The system can provide customers with access to information, such as product information, troubleshooting tips, and FAQs.
  • Social Media Management Software: Social media management software allows customer service agents to respond to customer inquiries on social media platforms, such as Twitter and Facebook. It also allows them to monitor customer conversations and engage with customers in real-time.
  • Customer Relationship Management (CRM) Software: CRM software is used to manage customer interactions and relationships. It allows customer service agents to track customer inquiries, create customer profiles, and provide personalized customer service.
  • Reporting and Analytics Software: Reporting and analytics software provide customer service agents with real-time insights into customer behaviors and trends. It allows them to analyze customer data to identify areas of improvement and provide better customer service.
  • AI Customer Service Software: AI customer service software is a technology designed to streamline the customer support process by using artificial intelligence. It assists agents with basic tasks, such as routing tickets, providing FAQs and recognizing customer intent. AI-driven customer service software can increase agent productivity and improve the cost-effectiveness of customer service operations.

Customer Service Features

Types of Buyers

Certain companies have different requirements and drivers, which is important to make note of when you’re comparing customer support software systems. There are four different types of buyers we will discuss below.

  • Field service buyer - They benefit from mobile access because they work for huge corporations that transport service to where the customer is located. These types of buyers will look for client integration that will work well with other applications. Several representative vendors include Microsoft Dynamics CRM, SugarCRM, FieldAware, and PhaseWare Tracker.
  • Small business CRM buyer - Today’s small businesses are looking for more than just simple tracking capabilities for their contacts such as Microsoft Outlook. They want interactive tracking and trouble ticketing to improve relationships with strong support and service. Some representative vendors include SageCRM, Maximizer CRM, Zendesk, GoldMine CRM, and inContact.
  • High-volume call center - These buyers operate more than one large call center and have goals to manage their business by utilizing automated scripts and rules which a majority of customer service applications support. These buyers should be on the lookout for programs that include CTI (computer telephony integration). Some vendors include GoldMine CRM, Salesforce.com, SAP, and inContact.
  • Enterprise buyer - They work for companies that have many users and complex practical necessities. They value the idea of using an integrated software system across all business units and departments. The strategy they will utilize is the best of breed. Vendors include SAP, Oracle RightNow CX, and Salesforce.

Benefits of Customer Service Software

Having a superior customer service solution provides reporting and transparency to management on support processes, empowers agents, and boosts satisfaction. There are five benefits of using customer service systems which we will outline below.

  1. Increased accountability - When each contact is documented, the system will allow management to be able to see which agent took care of which problem and provide them with ongoing feedback regarding their performance.
  2. Improved coordination of accounts - Customer support systems can give both the service and sales organizations better transparency into a customer’s data when combined with sales force automation solutions. This produces benefits such as notifying an agent that repair parts are ordered so a customer won’t order double parts or letting sales representatives know if there are any outstanding issues before placing any calls.
  3. Better asset management - Customer care solutions allow representatives to be assigned more efficiently when they are integrated with service dispatchers. In addition, integrating the software with an inventory management system will allow agents to inform to the customer with confidence that their repair parts are available.
  4. Improved infrastructure scalability - Having a customer self-help system will handle straightforward problems which will give customers with more complex concerns quicker access to agents when they need them. The benefit will also allow a company to grow at a much faster rate while improving and maintaining customer satisfaction.
  5. Ability to reduce the time required to resolve issues - This software will decrease the amount of time needed to resolve customer issues so your agents will be able to address more concerns, or if it’s the same load, fewer agents can be utilized to handle the calls. As an example, Zendesk customer support software was implemented by YouSendIt to respond to customer issues 35 percent faster.Customer Service Benefits

Current Trends in Customer Service Software

On-Premise vs. Cloud

Most customer service software offers a multitude of options for deployment such as hosted (a combination of on-premise and cloud), software-as-a-service on the cloud, or on-premise. Other vendors have proprietary or virtual offerings. While many businesses are finding the lower upfront costs and mobility of cloud software better suited to fit their needs, there are downsides and benefits for each. According to a recent study, 35 percent of companies have started using cloud-based contact centers, while 28 percent plan to start using them within a year. That number will continue to rise in the near future if the long-term ROI and short-term savings are clear. The savings in IT employees and contact centers on average churns annual costs by nearly 30 percent.

Multichannel

The recent revolution of the customer experience has stimulated businesses to engage with customers how and when they choose to be engaged. Software developers are currently building systems that manage interactions through social media, mobile devices, on the web, and over the phone. This particular approach is called multichannel. It’s consistent with the reality that customers often look for help in more than just one place. Businesses will use data analytics and automation in the next couple of years to form relationships with these channels and determine which channels will add value and which will not. The telephone, however, is still the preferred method for 68 percent of people who need customer service.

Integration with CRM

Peripheral functionality must integrate with business tools you already have in your company, which is why customer service software includes pre-built assimilations with popular CRM (customer relationship management) solutions. If you can’t connect to a central database of customer data to look something up, what good is it to have ticket management and call routing features? CRM will integrate with your customer service system to get the most out of your click-to-dial and CTI abilities, log notes and call history, and trigger screen pops (recovery based on IVR input). There are some sources which indicate that CRM integration saves about 20 seconds per call, which can save up to thousands of hours each year.

Additional Trends

  1. Automation of Processes: Customer service software is increasingly incorporating automated processes to make customer interactions more efficient and cost-effective. Automated processes can include tasks such as providing accurate answers to common queries, routing customer inquiries to the appropriate support agents, and processing payment information.
  2. Improved Self Service: Self-service portals are becoming increasingly popular as they allow customers to quickly access answers to their questions without needing to contact a support agent. This feature can also be integrated with other services such as chatbots and virtual assistants to provide a more comprehensive customer service experience.
  3. Increased Use of Chatbots: Chatbots are computers programmed with natural language processing algorithms that allow them to understand conversations in order to provide responses. They are being used more frequently in customer service software platforms due to their ability to respond quickly and accurately while reducing the need for human interaction.
  4. Integration with Social Media Platforms: Many customer service software platforms now offer integration with social media platforms in order for companies to better manage their online presence and respond faster to inquiries from customers. This allows companies to use their social media accounts as another channel for providing customer service.
  5. Mobile Friendly Interfaces: As mobile devices become an increasingly important part of our lives, many customer service software platforms are being designed with mobile friendly interfaces so customers can access them from any device. This allows customers the flexibility of being able to contact a company at any time from wherever they may be located.

Who Uses Customer Service Software?

  • Customer Service Agents: These are the people who work in customer service and support. They use customer service software to track customer inquiries, provide solutions, and monitor customer satisfaction.
  • End-Users: These are the people who use a product or service and need help with troubleshooting or other issues. They can get help from customer service agents by submitting an inquiry through the software.
  • Managers/Team Leaders: These individuals use the software to assign tasks to their team of customer service agents and keep track of their progress.
  • Developers: These individuals create features for the software that improve its performance, usability, and scalability.
  • Support Technicians: These individuals often provide technical assistance to customers over the phone or via email by using the software’s built-in tools.
  • Business Owners/Chief Officers: The executives in charge of a company will use customer service software to monitor how well their teams are performing, analyze data on customer satisfaction levels, identify areas for improvement, and create strategies for success.
  • Third-Party Partners: These individuals, such as sales representatives and vendors, may use customer service software to submit inquiries on behalf of their clients.

How Much Does Customer Service Software Cost?

The cost of customer service software can vary significantly depending on a number of factors, such as the specific features you need, the scale and complexity of your business, and the vendor from which you purchase. If your business is just getting started, there are many free or low-cost solutions available that provide basic customer service capabilities. Generally speaking, these options tend to have fewer features but could be easier to use.

For more substantial businesses with greater requirements, mid-range solutions range from $4 to $50 per month for each user. These systems typically include more advanced capabilities such as automated workflows and robust reporting options. Larger companies may want to consider enterprise-grade software solutions with higher price tags of around $100+ per month per user. These systems often come with additional features like analytics tools and AI technology to help meet complex customer demands.

When choosing a customer service solution it’s important to compare vendors carefully in order to identify the best fit for your company’s needs. Some providers offer discounts for larger purchases or bundle packages that may include more advanced services at lower prices than purchasing them separately would cost. Additionally, some vendors offer free trials so that you can test out different products before committing to a purchase.

What Can Customer Service Software Integrate With?

Customer service software can integrate with a wide variety of other software types. This can include communication applications such as live chat, email and SMS, analytics programs that measure customer experience and sentiment, as well as more specialized CRM (customer relationship management) programs. It is also possible to integrate customer service software with social media accounts and contact centers, giving customers more ways to reach out for assistance. Finally, customer service software can be connected with billing and payment systems, making it easier to process orders while improving overall customer satisfaction.

How to Select the Right Customer Service Software

When selecting customer service software, there are several factors to consider:

  1. Integrations: Does the platform integrate with your existing systems and processes?
  2. Scalability: Will the platform grow with your business as it expands and you add more customers?
  3. Automation: Can the platform automate certain processes such as ticketing, follow-ups and escalations?
  4. Support Channels: What support channels does the platform offer (e.g. email, chat, phone)?
  5. Usability: Is the interface intuitive and user-friendly so that agents can quickly access customer information?
  6. Reporting & Analytics: What type of analytics does the platform offer for tracking customer satisfaction metrics?
  7. Pricing & Cost Benefits: How much will it cost to implement and use this software solution over time?
  8. Security & Compliance Standards: Does the software meet necessary standards for data security and compliance requirements?

Once you have identified a few potential solutions, it is important to conduct a thorough evaluation of each option before making a final decision in order to ensure that all of your business needs are met by the chosen software solution.