24 Beste Kundendienst-Software für kleine Unternehmen im Jahr 2026

Freshdesk (a product of Freshworks Inc.) offers two main customer service offerings, a help desk solution and an omnichannel support option. The help desk focuses on ticket management, helping teams categorize, assign, and track support requests based on factors such as agent expertise or availability. The omnichannel option extends this by allowing teams to manage conversations from live chat, email, and social channels within a single workspace. Features like agent collision detection help reduce the risk of multiple agents working on the same ticket at the same time.

Freshdesk also includes built in calling capabilities that allow teams to handle customer phone calls without relying on a separate phone system. Call related tools include activity tracking, customer feedback collection, and reporting, which can help teams review call handling performance alongside other support channels. Freddy AI is available within the platform to assist with tasks such as ticket routing and workflow support as part of these operations.

Freshdesk integrates with a range of third party tools, including Zoom, Shopify, Mailchimp, Slack, Google Analytics, and other business applications commonly used by support teams.

Freshdesk offers a free plan for up to two agents for six months. Paid plans are available across both help desk and omnichannel offerings, with pricing starting at $19 per user per month when billed annually. Higher tier plans support additional channels, automation, and security features, and select plans include a 14 day free trial.

Hiver is a modern AI-powered multichannel help desk software designed to make small teams more efficient and powerful. It has the look and feel of your email inbox, with a panel on the left to manage all support channels, like email, live chat, WhatsApp, voice, SMS, and social media. Since the interface is so familiar to most of us, you have to spend no time learning a new tool from scratch. 

With Hiver, you get powerful features suited for fast-moving teams. Every customer query is tracked like a ticket, so your team can assign, follow up, and close issues without losing track of conversations. A built-in knowledge base lets you publish FAQs and troubleshooting guides, giving customers the option to find answers on their own. Collaboration is simple, too. Teammates can share drafts, leave notes, or @mention each other right next to a ticket, without needing to forward emails or switch apps.

What sets Hiver apart is its AI. AI features are embedded at every stage of the customer support process. AI Copilot works alongside agents throughout the workflow, suggesting answers, drafting replies, and fine-tuning the tone so every message is clear and on-brand. AI Agents go a step further, taking care of repetitive tasks like answering FAQs, sending follow-ups, or routing tickets by category and urgency. And with AI Insights, every conversation becomes a source of learning, helping you spot bottlenecks and predict potential issues. 

Hiver’s plans start from $19/user/month when billed annually. They also offer a free forever plan for small businesses and startups. A free trial with all the features is available for 7 days. 

Zoho Desk is a help desk platform that provides customer service solutions for managers, agents, and customers. The platform includes marketing, sales, accounting, finance, HR, collaboration, e-mail, and business intelligence tools. The ticketing system on the platform can help you monitor whatever channels you use, such as chat, phone, e-mail, and social media. These features can save your customers’ time and improve their experiences by getting them in touch with the right person to receive assistance.

The AI in Zoho Desk, a.k.a. Zia, helps your business assign support tickets, identify issues in ticket traffic, and analyze customer sentiments. It can also share solutions from your knowledge base to help your customers without the need for a customer service rep. After chatting with your customers, if Zia doesn’t find a helpful solution, it can notify your customer service team to ensure you don’t leave the customer without the information they require.

Zoho Desk offers users several integrations to help expand their customer service capabilities. These integrations include Zoho Apps, such as Zoho CRM, Zoho Assist, and Zoho Bug Tracker, or third-party applications, such as RingCentral, Jira, Slack, Trello, and Salesforce.

Zoho Desk costs from $20/month when paid monthly or $14/month when paying yearly and offer a 15-day trial for each plan. They also offer a free subscription for up to three agents.

Front is a customer service software that brings together your customer communications from various channels in one place. You can manage your email, live chat, and SMS conversations from the same platform, alleviating the need to be jumping between systems.

The software is helpful whether you have a team of one handling your customer comms or if you have multiple people responding to incoming requests. The shared inbox means that if you have several employees managing communications at once, or different people responding to inquiries day to day, everything is in a single shared space.

You can also use the software to automate certain parts of your communications management. Messages can be automatically categorized and routed to specific team members, speeding up the time to response and helping you provide a better, more personalized customer experience.

The software has over 100 native integrations with other apps, including WhatsApp, Dialpad, Twilio, Intercom, Facebook, Instagram, Slack, Twitter, Asana, HubSpot, Jira, and Salesforce, among others. An API is also available to build custom integrations with.

Pricing for Front starts at $19 per user, per month when billed annually, and a 7 day free trial is available.

Hiver is a customer service platform that integrates directly with Gmail, providing a helpdesk solution for managing customer support and inquiries. It is recognized as the best tool for Gmail-based customer support due to its comprehensive set of features that cater specifically to the Gmail environment, enabling businesses to handle customer interactions efficiently within a familiar workspace.

Hiver provides a Gmail-based customer service solution that focuses on email management, collaboration, analytics, automation, and multi-channel support. It is designed for teams using Google Workspace and aims to improve customer service, finance, IT, and operations. Key features include managing emails effectively, gaining insights with analytics, setting up automations, supporting multiple channels, and integrating with popular apps.

I selected Hiver due to its comprehensive features that cater to email management, collaboration, analytics, automation, and support across multiple channels. What differentiates Hiver is its deep integration with Google Workspace, offering tailored solutions for diverse business functions. I believe Hiver is the ideal tool for Gmail-based customer support because it enhances the functionality of Gmail through its collaborative inbox feature and compatibility with Google Groups, providing a robust platform for handling customer inquiries directly within Gmail.

Integrations include Aircall, Asana, Jira, Okta, QuickBooks, Salesforce, Slack, and WhatsApp. You can also connect Hiver to a paid Zapier account to unlock additional integrations.

Hiver's starting price for its Google Workspace products is from $7/user/month, which is for the Lite plan. This plan comes with a 7-day free trial. The Pro and Elite plans are priced higher, starting at $39 and $59 per user per month, respectively.

Quidget is an AI-powered support agent designed to handle repetitive frontline support questions automatically. It learns from your website, FAQs, and uploaded resources to provide fast, accurate responses around the clock. 

One compelling feature of Quidget is its no-code setup, allowing you to get it up and running in minutes without any coding knowledge. It works seamlessly with platforms like WordPress, Shopify, Wix, and custom sites via Google Tag Manager, making it accessible for small businesses.

Additionally, Quidget's multi-language capabilities enable it to support customers in over 45 languages, including Chinese, French, and Spanish, without requiring additional training. This feature is particularly beneficial for small businesses aiming to reach a diverse customer base and provide consistent support across different languages. 

I also like its human handoff feature that can escalate issues to a human team member when the AI encounters questions it can't handle. This helps maintain a smooth customer experience. Some of Quidget's integrations include Euphoric.ai, Calendly, Zendesk, WhatsApp, and Slack.

Missive is a collaborative customer communication platform designed to help small businesses deliver faster, more organized support. By combining email, chat, task management, and automation in a single workspace, it enhances both team collaboration and customer experience.

I like Missive because it provides a shared inbox that lets your team manage emails, social messages, and chats together in real time. You can assign conversations, comment internally, and collaborate on replies without switching between tools. This makes it easier to ensure that every customer message is answered promptly and consistently.

Another valuable aspect is its built-in task management, which allows you to convert emails into actionable tasks. You can assign, track, and monitor responsibilities directly within the inbox, helping your team stay organized and ensuring nothing falls through the cracks. Automation rules further reduce repetitive work by categorizing messages, setting priorities, or triggering workflows based on specific criteria.

I also like that Missive supports deep integrations with other business tools, enabling seamless collaboration across your ecosystem. Integrations include ChatGPT by OpenAI, Integrately, Lindy.ai, Make, Relay.app, Zapier, Close, Daylite, FullContact, HubSpot, Pipedrive, and Salesforce.

Tidio is an AI-powered customer support platform built specifically for small businesses aiming to enhance their customer service capabilities. It offers live chat, chatbots, multichannel support, and a built-in help desk system to improve how businesses manage customer inquiries and engagement.

I like Tidio’s Lyro AI agent, which can handle customer interactions automatically. Lyro learns from your website and previous conversations to provide quick, accurate responses in real-time across multiple channels, including your website and social media platforms. When Lyro can’t resolve an issue, it seamlessly passes the conversation to a human agent, ensuring customers always receive the support they need.

Another standout feature is Tidio’s unified inbox, which brings together customer messages from live chat, email, WhatsApp, Messenger, and Instagram into a single, manageable view. This makes it easy for small teams to stay organized, avoid missed messages, and keep response times fast, even when handling multiple channels.

I also like that Tidio offers detailed analytics that give businesses actionable insights into customer satisfaction and agent performance. Some of Tidio’s integrations include Shopify, WordPress, Google Analytics, Mailchimp, Zapier, WhatsApp, and Instagram.

Growing small businesses often struggle to keep up with customer messages across different channels, and 14.ai gives you a way to handle that volume without hiring more staff. If you're trying to offer fast, reliable support while still staying focused on growth, it steps in as an always-on AI agent that responds in seconds and reflects your brand’s tone. It’s built for teams that want customer service to feel polished and consistent even as demand increases.

Why I Picked 14.ai

I picked 14.ai for small businesses because it automates a large portion of customer conversations, helping you deliver quick answers without stretching your limited team. Its intent- and sentiment-aware AI lets you offer natural, on-brand replies across email, chat, TikTok, and other channels, which reduces repetitive questions your team would otherwise have to field. I also appreciate that the AI keeps responses aligned with your voice, even as message volume rises.

14.ai Key Features

Aside from its automated conversational capabilities, you also get several features that support the operational needs of small customer service teams:

• Real-time order management: Pull live order information from platforms like Shopify or TikTok Shop to handle refunds, exchanges, and order lookups without switching tabs.
• Auto-ingested knowledge base: Sync FAQs, policies, SOPs, and product details so your team doesn’t have to update documentation manually.
• Re-order and upsell link generation: Generate automated re-order links or simple upsell prompts within conversations to support additional revenue.
• Unified multichannel workspace: Manage email, chat, TikTok, Telegram, and more from a single inbox so you never lose track of incoming messages.

14.ai Integrations

Integrations include Shopify, TikTok Shop, Stripe, and support for custom APIs for additional systems or internal tools.

GORGIAS provides high-end customer service tools to independent e-commerce brands. It helps your support team understand customer inquiries’ context before responding to any questions. The software can also track how your customer service efforts impact your store’s sales. This can help ensure your customers remain a significant part of your sales strategy.

GORGIAS’ offers macros and machine learning to provide predictive typing and personalized messaging based on your customer’s information and order history. The software uses these details to create chat templates, which allows your reps to do more work in a shorter amount of time. Macros can significantly improve workflows by minimizing human errors while sending information to customers, simplifying internal processes, and maintaining your brand in automation. You can also use macros to respond to customer queries through various rules and apply them to different ticket sections.

GORGIAS integrates with the top applications to maximize your helpdesks, such as Yotpo, Pipedream, Klaviyo, Aircall, Shopify, and RingCentral.

GORGIAS costs from $10/month for 50 tickets/month when paying monthly and offers a 7-day free trial. Extra tickets cost $0.40/ticket. When paying annually, GORGIAS costs from $50/month, and you get two free months with yearly billing.