- 1. Salesforce Service Cloud — Best scalable automation software
- 2. Service Creatio — Best CRM and contact center in one
- 3. Tidio — Best customer service platform for SMBs
- 4. SysAid — Best for internal service departments
- 5. Jira Service Management — Best automation for internal service management
- 6. Tenfold — Best customer service software for a growing sales team
- 7. HubSpot — Best software for entry-level businesses
- 8. Freshdesk — Best help desk with dedicated mobile application
- 9. Kayako — Best multi-departmental integration software
- 10. Helpshift — Best advanced “chat” ticketing software
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 30 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.
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.
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.
Tidio is a customer service platform that gives you the ability to level up your customer support and helps you generate more sales. Tidio gives your customers an easily accessible live chat widget that makes your business available to them 24/7, while AI-powered chatbots engage your customers in real-time, so you can sell more. Tidio is currently being used on 300,000+ websites worldwide.
Tidio is designed and built for small, growing businesses. It is delightfully easy to set up and use, so you can transform your customer service into a sales machine in no time.
Connect Messenger, Instagram, live chat, and email to Tidio multichannel and answer all messages from one place, also on mobile. Tidio easily integrates with all websites and platforms like WordPress, Shopify, Wix, BigCommerce, and many others.
Tidio is free for 3 operators and up to 100 unique visitors. Paid plans costs from $25/month and come with a 7-day free trial.
SysAid is a cloud-based ITSM help desk solution with ticket management, asset management, and knowledge base management capabilities. The platform has self-service automation features to help end users find solutions to their issues, answer FAQs, and submit support requests.
Task automation enables users to create automated workflows that can be customized according to specific SLA rules or triggered by certain events. Ticket escalation rules allow users to set up pre-defined rules for escalating unresolved tickets from one department or agent to another when they reach a certain age or priority level. The software also provides users with reporting tools that allow them to track key performance metrics such as response times, ticket types, and resolution rates to identify improvement areas in their customer service process.
The software integrates with Azure, Google Workspace, Jira, Microsoft Teams, Office 365, and Slack. Additional integrations can be accessed through Zapier. Paid plans start from $1211 for 500 assets, and a 30-day free trial is available.
Jira Service Management is Atlassian’s ITSM solution that supports service management for both internal departments like IT, HR, or legal, as well as a company's customer base. The software has request, incident, problem, asset, and change management capabilities.
The software's no-code automation capabilities alleviate manual workloads by performing repetitive tasks automatically. Users can set rules in three parts: a trigger to activate the rule, conditions that define the rule, and the action that's taken by the rule. Triggers include things like field value changes and issue updates, while conditions include comparisons and if/else logic. Actions can be assigning tasks, cloning items, creating branches, and other functions.
Among the over 1000 integrations available are Azure, Github, Google Workspace, Intercom, Microsoft 365, PowerBI, Salesforce, Slack, Toggl, Trello, and Zoom.
A free plan is available for up to three agents, while paid plans start at $21/agent/month.
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.
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.
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 21-day free trial.
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.
Helpshift’s service software uses bots to create a “problem intent” pathway—they collect information and complete rote tasks to guide the customer to the right agent or department, even sometimes completely solving issues without human interaction.Their SensAI intent classification bot uses semantics and contextuality to solve issues instead of traditional “rule-based” labeling algorithms.
Helpshift makes sure you never get lost in translation, so they provide you and your customers with a knowledge base support system in over 180 languages.
Their essential, elite, and business starter packs are available at request pricing.
Need Expert Help Selecting The Right Customer Service Software?
We’ve joined up with Crozdesk.com to give all our readers (yes, you!) access to Crozdesk’s software advisors. Just use the form below to share your needs, and they will contact you at no cost or commitment. You will then be matched and connected to a shortlist of vendors that best fit your company, and you can access exclusive software discounts!
The Best Customer Service Automation Software Summary Table
Salesforce Service Cloud
Best scalable automation software
14-day free trial
|From $25/user/month (billed annually)||Visit Website|
Best CRM and contact center in one
14-day free trial + free plan
|Minimum $2000/year spend||Visit Website|
Best customer service platform for SMBs
7-day free trial + free plan available
|From $25/user/month||Visit Website|
Best for internal service departments
30-day free trial
|$1,211 for 500 assets||Visit Website|
Jira Service Management
Best automation for internal service management
7-day free trial
|From $21/agent/month||Visit Website|
Best customer service software for a growing sales team
|Pricing Upon Request||Visit Website|
Best software for entry-level businesses
14-day free trial + free plan available
|From $45/month||Visit Website|
Best help desk with dedicated mobile application
21-day free trial + free plan available
|From $18/user/month||Visit Website|
Best multi-departmental integration software
14-day free trial
|From $15/user/month||Visit Website|
Best advanced “chat” ticketing software
Best sales automation for customer troubleshooting
Best platform to manage social media and review sites
Best shared inbox and Gmail management software
- Maximizer CRM
Best customer service automation for easy-of-use
Best popup customization tool
- Zoho Desk
Best mobile platform
Best Gmail manager for hiring
Best price-friendly / affordable help desk
Best Omni communication channels
Best global support for different languages and time zones
Best for remote application connection
Best accounting tool for quickbooks
Best hotspot tools for contextual support
- Lilac Follow Up
Best CRM software for jewelry industry
Best automated escalation tool
- Voximplant Kit
Best smart queue tool
Best for companies with existing accounting software
- Customer Thermometer
Best for automation survey creation
- Gorgias for Shopify
Best data integration and help desk for Shopify
- HappyFox Help Desk
Best custom creation for support tickets
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.
What do I look for when I select the best customer service automation software? Here’s a summary of my evaluation criteria:
- User Interface (UI): Are the layouts clean and easy to navigate? Does it allow for interesting customization and personalization for customer support?
- 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?
- 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?
- 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?
- Shared inboxes
- Automated email templates
- Social media integration
- Setup and training support
- Machine Learning/Artificial Intelligence
- Self-service portals
- Help bases
- AI Chatbots/Live chat
- 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:
- Self-serve knowledge bases
- Interactive voice response (IVR)
- Automatic email responses
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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