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When your customers need your help, it's important for you to be there for them. That being said, it can also be difficult to manage a sky high pile of requests. The best customer service automation software platforms help your support agents meet this challenge by prioritizing certain customer requests, automating responses to others, and organizing everything with an easy-to-use ticketing system.

In short? Customer experience automation has the power to increase agent productivity while mitigating the risk of team burnout. In this article, I've gathered a comprehensive list of the best customer service automation software available on the market today. Let's get started. 

Related Read: Pros And Cons Of Customer Service Automation

What is Customer Service Automation Software?

Customer service automation software are cloud-based tools that enhance the productivity and effectiveness of your customer service efforts. These tools help your customer service team to:

  • Automate repetitive tasks with features like canned responses
  • Collect customer data + customer feedback
  • Offer omnichannel communication including chat software
  • Organize complex issues via a ticketing system
  • Track customer conversations as they are escalated + resolved
  • Monitor agent productivity via several analytics metrics
  • Enhance your overall customer experience by providing more timely and effective responses

Whether you're a startup, a mid-sized business, or a global enterprise, there is a customer service automation software platform that can deliver on your needs, and within your budget. And this comprehensive list features the best service software available today.

Overviews Of The 10 Best Customer Service Automation Software

Here’s a brief description of each of the best customer service automation software. I’ll show you what each one does best, who it works best for, plus screenshots to showcase some of the features.

1

Front

Best for automated categorization of communications

7-day free trial

From $19/user/month (billed annually)

Front is a customer service platform that centralizes your customer communications from various channels. It brings together your customer interactions across email, live chat, and SMS, making it easy to manage everything in one place. It also provides team collaboration tools as well as automation capabilities that make it a good solution for teams needing to work quickly and efficiently to resolve customer issues.

The automation capabilities of this tool include automated routing, feedback collection, and categorization of communications. Having customer messages automatically categorized and sent to the best suited person is a time saver, and ensures a better and more personalized customer experience. Meanwhile, gathering feedback from customers provides your team with invaluable insights into how they can better address customer needs.

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.

2

Salesforce Service Cloud

Best scalable automation software

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.3
3685 reviews

14-day free trial

From $25/user/month (billed annually)

Salesforce Service Cloud is a customer service automation software with features that help businesses scale their service processes as they grow.

This solution helps teams manage customer queries, resolve cases, and connect customers with the right people to resolve issues through live chat while streamlining the entire process with only a few clicks. It also makes complicated processes easier with the platform’s builders. These builders are low- and no-code, making it easy to automate workflows, simplify complex processes, and adapt processes with a flexible customer service platform.

Companies can use case management to automatically create cases from web queries and emails, send auto-responses, and route cases to certain queues or agents to resolve cases at a faster rate. The platform also effectively helps businesses manage their workflows and handle large numbers of cases through auto-responses and auto-assignments, which improves the quality of customer service.

Utilizing Salesforce Service Cloud’s automation features helps improve a company’s efficiency in handling cases. Lightning Flow Automation can also be used by Essentials and Professional users for five processes and flows each, while Enterprise and Unlimited users can create an unlimited number of processes and workflows. This means the relatively affordable Service Cloud plans are still useful and functional for smaller businesses.



3

Issuetrak

Best for omnichannel ticket management

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.1
61 reviews

14-day free trial

From $26/agent/month

Issuetrak is a ticket management platform designed to assist organizations in handling customer support, help desk operations, and complaint management across various channels. Its capabilities in integrating with tools such as API, Zapier, and Gmail, position it as a suitable solution for omnichannel ticket management, catering to the diverse needs of businesses in different industries and sizes.

I chose Issuetrak as a customer service automation software because it offers a robust set of features that cater to omnichannel ticket submission, which is essential for modern customer support. Its standout capabilities include the Issue Hub, round robin issue assignment, and task flow features, which collectively enhance the management of customer inquiries across various communication channels.

Key features include omnichannel ticket submission, which allows for the capture of customer interactions across multiple channels, and automatic ticket assignment, ensuring that issues are promptly directed to the right team members. I particularly like the round-robin feature which automatically assigns an incoming issue to the next available agent when you have enabled this feature for a specific group.

Integrations are available with thousands of apps through Zapier (which requires an additional subscription). Additionally, you can build custom integrations using its API and connect the tool to other software in your tech stack.

4

NinjaOne

Best for unified IT management

Free demo

Pricing upon request

NinjaOne is a unified IT management software that caters to the needs of IT departments and Managed Service Providers (MSPs) by offering a comprehensive suite of tools for device and workflow management.

NinjaOne provides a unified IT management platform that includes endpoint management, allowing IT professionals to monitor and manage devices within their network. It also offers patch management capabilities to ensure systems are up-to-date and secure. Additionally, the platform features remote control for troubleshooting and support, a helpdesk for managing IT requests, and backup solutions to protect critical data. The platform is designed to cater to the needs of both IT departments and managed service providers (MSPs).

NinjaOne is recognized for its ability to provide a centralized platform for various IT management tasks, which includes endpoint management, patch management, and remote monitoring, making it a strong contender for the best unified IT management solution. What differentiates NinjaOne is its focus on automating IT tasks and its reputation as a top-rated unified endpoint management (UEM) and IT management software, which is critical for maintaining efficient operations.

I believe NinjaOne is best for unified IT management due to its comprehensive range of integrations and resources that cater to the diverse needs of IT departments and managed service providers (MSPs), offering a unified solution to manage and support IT environments effectively. NinjaOne provides a unified IT management platform that includes endpoint management, allowing IT professionals to monitor and manage devices within their network.

5

Hiver

Best for Gmail-based customer support

7-day free trial

From $15/user/month (annually)

Hiver is a customer support solution that integrates directly with Gmail, providing businesses with email management, collaboration, analytics, automation, and multi-channel support capabilities.

Hiver is particularly effective for organizations that rely on Gmail for their customer service operations, as it is designed to work seamlessly within the Gmail environment, which is a unique selling point for businesses already embedded in the Google ecosystem. What differentiates Hiver is its suite of features tailored for Gmail, including email management, collaboration, analytics, and automation, which collectively cater to a streamlined customer support experience within a familiar interface.

Hiver's automation capabilities are designed to significantly enhance team efficiency and email management within Gmail. These capabilities include automated email delegation, where incoming emails can be automatically assigned to the appropriate team members based on predefined rules such as sender, subject, or content. This ensures a balanced workload distribution and timely responses.

Hiver offers automated workflows for repetitive tasks, such as sending acknowledgment emails or categorizing emails into specific folders based on their content or sender. These automations streamline the email management process, reducing manual effort and increasing productivity. Hiver's collision detection feature automatically alerts team members when multiple people are addressing the same email, preventing duplicate responses and ensuring a coordinated approach to email handling.

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.

6

Freshdesk

Best help desk with dedicated mobile application

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
2658 reviews

14-day free trial + free plan available

From $18/user/month

Freshdesk puts an end to to-do lists by automating everything – this customer service software provides a sorting hat for tickets and a smart auto-assign to get the issues to the right agent immediately.Their automations are one of a kind – they are able to remind, alert, and bring tickets to the right agents.

Freshdesk is easy to set up and manage with rule-like workflow documents, as well as having an audit log to make changes at any time. A sandbox lets you test and run changes before syncing them to a live account. Their first plan for standard customer support starts at $15/agent/month.

Freshdesk also offers a 14-day free trial.

7

Tenfold

Best customer service software for a growing sales team

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.7
304 reviews

Pricing Upon Request

Tenfold’s Integration system unifies existing communication platforms such as Salesforce, Cisco and Microsoft Dynamics to empower your marketing automation team to use channels your customers are already familiar with.

Their useful Chrome extension allows for instant data access across any of your tabs at any time. Personalization, customer profile screens, knowledge base, and universal communication layers enable customer insights at the point of interaction.

Tenfold offers standard, advanced and additional options plans only available at request pricing from the company.

8

HubSpot

Best software for entry-level businesses

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
10798 reviews

14-day free trial + free plan available

From $45/month

HubSpot knows that customers expect more, so they strive to bring all your data and channels together into one space. 80,000 users in 120 countries benefit from their software – their 24/7 services, attractive interface, and 500+ integrations will please teams of all types and sizes. The platform is easy to learn and provides tools that help to simplify customer needs and improve insights.

HubSpot offers an amazing free plan for entry-level teams that provides ticket managing, live chat, team email, and reporting.

Their “starter” plan begins at $45/month including great features like conversion routing and multiple ticket pipelines.

9

Kayako

Best multi-departmental integration software

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4
251 reviews

14-day free trial

From $15/user/month

Kayako’s help desk combines an abundance of solutions with customer automation support, shared inboxes, ticketing software, internal help desk, and e-commerce support. With their context driven automation service, Kayako shows how a customer has interacted with your business from the first step.

Another great feature I’ve found is the 24/7 customer self-service portal – even when your team isn’t in the office or at the call center, customers can find the answers they need.

Kayako’s Inbox plan for small teams starts at $15/month/agent while their more popular growing team package starts at $30/month/agent.

10

Service Creatio

Best CRM and contact center in one

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4
7 reviews

14-day free trial + free plan

Minimum $2000/year spend

Service Creatio is a contact center and CRM solution in one. The platform has a comprehensive feature set to support your customer service team as well as marketing and sales.

The 360-degree customer profiles give your service reps all the context they need to provide effective, tailored customer support. Contact, account, financial, and historical data are all stored in each customer's profile. The platform also has a contact center your customer service team can use to respond efficiently to incoming tickets. Calls, chat, email, and portal messaging are all included.

The software integrates with over 300 other tools in the Creatio marketplace. These include popular services like OneDrive, WordPress, FedEx, Process First, Make It TSI, Agovo, Amdocs, Evoqia, Meritus, Onmiline, Technology Advisors, Softline, ITS, Navicon, and Orange Process.

A 14-day free trial is available, and pricing is available upon request.

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Other Customer Service Automation Software Options

Here’s a few more customer relationship management software options for you that didn’t make my top 10 list.

  1. Maximizer CRM

    Best customer service automation for easy-of-use

  2. Khoros

    Best platform to manage social media and review sites

  3. Helpshift

    Best advanced “chat” ticketing software

  4. Zingtree

    Best sales automation for customer troubleshooting

  5. UDESK

    Best for its highly customizable ticketing system

  6. Tidio

    Best customer service platform for SMBs

  7. SysAid

    Best for internal service departments

  8. Jira Service Management

    Best automation for internal service management

  9. HelpCrunch

    Best popup customization tool

  10. Zoho Desk

    Best mobile platform

  11. Streak

    Best Gmail manager for hiring

  12. User.com

    Best Omni communication channels

  13. Zendesk

    Best price-friendly / affordable help desk

  14. Cayzu

    Best global support for different languages and time zones

  15. Lilac Follow Up

    Best CRM software for jewelry industry

  16. HappyFox Help Desk

    Best custom creation for support tickets

  17. Voximplant Kit

    Best smart queue tool

  18. Bold360

    Best support for future-proof channels

  19. CustomerWise

    Best automated escalation tool

  20. Front

    Best for integration of unique and different apps

How I Selected the Best Customer Service Automation Software

Perhaps you're curious about how I selected the best customer service automation software for this list? I'm happy to share the process I developed.

I started by creating a long list of the most popular customer service automation software out there based on user rankings. Next, I assessed each platform’s website in fine detail to ensure their solution offered all the basic features that a customer service team would need to manage customer requests beginning to end.

Then I used my selection criteria below to help me make my final decision. With this framework, I compared each customer service automation software to see how it stacked up to the rest of the tools, and finalized the shortlist you see today.

Selection Criteria

What do I look for when I select the best customer service automation software? Here’s a summary of my evaluation criteria: 

  1. User Interface (UI): Are the layouts clean and easy to navigate? Does it allow for interesting customization and personalization for customer support? 
  2. Usability: How intuitive is the software? Does the software have accessible technical support? How much value will your team be able to extract from each program? 
  3. Integrations: Is it easy to connect with all your apps or only a small number of third-party apps? For example, can it integrate with social media in order to automate the flow of customer inquiries to your service team?
  4. Value for $: How does the price for the features and capabilities look like down the line for your customer support team? Is pricing flexible? Does price make sense when taking a long-term perspective? 

People Also Ask

What are the key features of customer service automation software?

  1. Shared inboxes
  2. Automated email templates
  3. Social media integration
  4. Setup and training support
  5. Machine Learning/Artificial Intelligence
  6. Self-service portals
  7. Help bases
  8. AI Chatbots/Live chat
  9. Automated replies and responses

What is an example of customer service automation?

Customer service automations create processes that resolve customer requests in a more efficient manner. These might include:

What Do You Think About These Customer Service Automation Softwares?

Automation software that organizes and helps to cut down the need for human interaction can cut down reaction time, resolution times, and increase call deflection rates and ability for customers and clients to find answers on their own for better overall customer satisfaction. 

As I maintained before a good automation software can solve more than just percentages, but can better reduce customer frustration through smarter AI and better self-help options.

Managers implementing these systems that help their agents can result in a more effective coaching method. Customer relationship management agents who use collaboration tools like shared inboxes and peer-reviewed help centers will function better.

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By Hannah Clark

Hannah Clark is the Editor of The CX Lead. After serving over 12 years working in front-line customer experience for major brands, Hannah pivoted to a career in digital publishing and media production. Having gained a holistic view of the challenges and intricacies of delivering exceptional experiences, Hannah aims to help CX practitioners 'level up' their skills by amplifying the voices of today's thought leaders in the space.