36 Best Customer Service Software Of 2023: Reviewed & Compared

LiveHelpNow is a customer service tool that provides businesses with AI-driven support solutions, including live chat software and help desk ticketing systems.

Why I picked LiveHelpNow: This platform made it onto my list primarily for its emphasis on AI-driven customer service. With features like real-time chat capabilities and fast support ticket management, it's a leading choice for businesses aiming to improve customer interactions using artificial intelligence. It also provides omnichannel support, including live chat, chatbot, and social media support.

LiveHelpNow Standout Features and Integrations

Features include a AI-powered chatbots and knowledge base, which help alleviate the workload of your customer support agents. Additionally, the system has workforce management tools built-in, helping you manage your agents efficiently and ensure the right people get assigned the right tickets.

Integrations include BigCommerce, ConstantContact, Agile CRM, Facebook, Instagram, HubSpot, MailChimp, Salesforce, Pipedrive, Slack, WhatsApp, and more.

Zoho Assist is a cloud-based remote support and remote access software that helps you support customers from a distance through web-based, on-demand remote support sessions.

Why I picked Zoho Assist: This tool is perfect for customer support teams to troubleshoot issues in user computers that are in other locations. Besides all of the support tools you would find in other screen-sharing support tools, Zoho Assist has a bunch of features that make your life easier, like file transfer, multi-monitor navigation, and the ability to reboot and reconnect without third-party intervention.

Zoho Assist Standout Features & Integrations

Features include remote access to Raspberry Pi-powered devices running an ARMv7 or ARMv8 processor. As the popularity of these single-board computers rises, customer support teams are able to assist them using the tool. Additionally, I will highlight 'Wake on LAN' since its a feature that allows your team to turn on shutdown computers with a single click.

Integrations include Zendesk, ServiceNow, Jira, Spiceworks, Freshdesk, Slack, MS Teams, Zoho Desk, and ZohoSalesIQ. You can also build custom integrations with your current tech stack using the Zoho Assist API.

Salesforce Service Cloud provides the tools to help businesses and customer service teams better understand their customers and efficiently resolve their issues regardless of complexity.

Why I picked Salesforce Service Cloud: The platform enables organizations and agents to support different customer contact points, from telephony (CTI systems) to email services, live chat, and messenger apps. The cloud-based customer service solution is also capable of managing a large number of service requests from multiple channels through a request distribution system known as omnichannel presence and routing.

Service Cloud can be configured to automatically route tickets/cases, leads, or other service requests to the most suitable, available customer support agent or employee. It can also be configured to distribute tasks according to personnel availability, skill set, and capacity to manage inbound work. And the system allows users to update their work status in real-time.

Salesforce Service Cloud Standout Features and Integrations

Features include workflow and approval process automation, AI-driven automation technology, and account and contact management features to help customer support agents access the data they need when handling tickets and communicating with customers, including information regarding past interactions. In addition, their case management feature is designed to help streamline the entire pipeline to ensure quality customer service.

Integrations are available with numerous prebuilt solutions through their AppExchange to help admins and service teams automate faster. Salesforce provides users with ready-to-install partner solutions so they don’t have to start with a blank slate. This includes the building blocks for workflow automation, robotic process automation, and process libraries.

Churn360 is a customer service software that focuses on reducing customer churn and increasing customer retention. I've tried a bunch of customer service tools, but Churn360 caught my attention because of its unique approach to tackling customer churn.

Why I picked Churn360: As someone who's always looking for ways to improve customer satisfaction and reduce churn, I was intrigued by their data-driven approach. Churn360 uses machine learning algorithms to analyze customer behavior and predict which customers are at risk of churning. This way, you can take proactive steps to keep those customers happy and engaged. Plus, it's super easy to use, which is always a bonus.

Churn360 Standout Features and Integrations

Features include their predictive analytics engine, which is top-notch. It helps you identify at-risk customers and provides insights into why they might be churning. This is super helpful because it allows you to address the root causes of churn and take action before it's too late. Second, Churn360 offers personalized customer engagement tools, like email campaigns and in-app messaging, to help you connect with your customers and keep them engaged. And finally, their dashboard is super intuitive and easy to navigate, making it simple to track your progress and see the impact of your efforts.

Integrations include Chargebee, Stripe, Pipedrive, Intercom, Hubspot, Canny, Jira Software, Cloudtalk, Freshdesk, Recurly, Gmail, Outlook, Segment, Zoho CRM, Zendesk, and other options, plus more integrations in the works. 

LiveAgent is a call center and help desk software that also provides full knowledge base management capabilities. It can be used to manage incoming email, phone, and chat support requests and to build a self-serve portal for customers.

Why I picked LiveAgent: Teams share a collective inbox view of customer support tickets, and the software can automatically assign tickets to agents. Spam filtering and follow-up scripts can also be automated using the system, and a built-in CRM stores customer contact data and activity history. In-app notifications alert support agents to tasks and requests that require their attention.

The software's knowledge base builder allows teams to create a self-serve help center for customers. The content editor has a WYSIWYG interface, making it easy for non-technical experts to produce help articles. Forums can also be created and moderated through the software, helping to promote community engagement and facilitating exchanges among customers. A feedback button can be added to the customer portal for teams wishing to collect suggestions for product or service improvements or favourite features.

LiveAgent Standout Features & Integrations

Features include automated ticket assignment, in-app notifications, call routing, call recording, multilingual live chat, website tracking, content management, customizable themes, WYSIWYG content editor, and a reporting dashboard.

Integrations include ActiveCampaign, BigCommerce, Clockify, Cloudtalk, Gmail, Jira, Magento, Pipedrive, Shopify, Slack, Trello, Twilio, and Webflow.

Freshdesk is an omnichannel customer service software that can scale up or down by integrating with a suite of specialized first-party products for sales, marketing, HR, and IT. The basic plan comes with customer health scoring, proactive account alerts, goal and task management, and email campaigns. Freshdesk’s goal management module is particularly handy, as not every customer service software has these types of project management capabilities.

With it, you can tie big picture goals to detailed metrics; assign tasks with due dates, priority status, and an owner; build reusable templates for common goals and tasks; and track and measure your progress.

Why I Picked Freshdesk: Freshdesk boasts a lot of native integrations with other software you probably already use. This is vital for good customer service, as you'll want your CRM to speak to your website to speak to your ecommerce tools to speak to your ticket software. If you want no fuss, no muss integration support, Freshdesk is a great choice.

Freshdesk Standout Features & Integrations

Features include customer management, contact management, email integration, social media integration, support forms, analytics, dashboards, multi-user, scheduling, workflow management, ticket management, API access, chat tools, CRM integration, notifications, self-service portal, and knowledge base builder.

Integrations include Salesforce, HubSpot, Microsoft Dynamics 365, Pipedrive, Oracle Netsuite, Insightly, Copper, Zoho CRM, Close, Zendesk, and a growing list of other useful apps.

Custify is a customer success software designed primarily for SaaS businesses. It focuses on all the aspects of consumer involvement with your business, including customer lifecycles, product adoption, and upsell opportunities. Custify can automate basic customer service actions, like welcome emails, low engagement jump-starts, and personalized renewal processes.

Basic customer service solutions can be handled by their entry-level plan but upgrading will unlock project management features and workflow automations that your team may find useful.

Why I Picked Custify: Custify assigns health scores to each SaaS client, which identifies potentials for churn or profit and flags your team to intervene with context-specific messaging where appropriate. Scheduled emails can be sent to sales, management, and stakeholders to keep them informed about company performance. 

Custify Standout Features & Integrations

Features include API access, customer management, click-to-dial, dashboards, lead management, and multi-user access. 

Integrations include Slack, email, SMS, analytics solutions, and your CRM. You can also use Custify’s native API to connect with more tools.

HappyFox is an all-in-one ticketing support software that pulls all incoming customer queries from any source (email, chat, phone, and social) into one dynamic dashboard. They have the ability to outsource complex and redundant workflows to a powerful smart rules engine, meaning that even higher-difficulty queries can be handled without manual intervention.

Why I Picked HappyFox: HappyFox lets you design your own no-code, SEO-optimized customer portal. This customizable customer portal can be SEO optimized and is available on a mobile app, all with on-brand visuals and messaging. It's mobile responsive and branded to fit your website's look and feel. HappyFox also features task management tools, help desk reporting, a flexible knowledge base/FAQ solution, and asset management.

HappyFox Standout Features & Integrations

Features include customer service, email integration, live chat, CRM integration, notification, and API access.

Integrations include Microsoft Teams, Salesforce, Slack, and other collaboration apps.

TeamSupport is customer support software meant for B2B companies in that it excels at lower volume, high complexity customer support items. 

TeamSupport focuses on customer and ticket management but also fosters collaboration using “Water Cooler,” their internal messaging app and social network system. TeamSupport generates a customer distress index (CDI) for each client based on how many tickets they have and their average resolution time.

Why I Picked TeamSupport: TeamSupport assess which B2B clients might be getting frustrated, then prompts a customer service agent to intervene. Each client has a detailed profile of every customer interaction that shares real-time updates across your whole team. The customer and contact database is particularly useful for onboarding new agents who aren’t familiar with your customer base yet and makes team collaboration easier to achieve.

TeamSupport Standout Features & Integrations

Features include customer management, notifications, analytics, dashboards, task scheduling and tracking, API access, live chat, CRM integration, email integration, and social media integration. 

Integrations include Slack, Microsoft Teams, Jira, Salesforce CRM, and other corporate applications.

Kustomer is a CRM and customer service platform. Like most solutions on this list, they can tap into your customer base wherever they are online or offline: email, phone, chat, social, and messaging apps. They prioritize customer self-service and support multiple different written languages.

Why I Picked Kustomer: Kustomer offers plenty of AI-powered solutions for CRM and customer service, including automated triage and routing, smart self-service chatbots, and personalized customer communication suggestions. Their customizable chatbot is a standout feature, going so far as to host an image carousel of a customer’s past interactions to pull from and display at will.

Kustomer Standout Features & Integrations

Features include contact management, dashboards, task scheduling, customer service, workflow management, email integration, social media integration, customer health scoring, API access, no-code chatbots, and notification. 

Integrations include Shopify, Slack, Gmail, Twitter, and other social media and commerce apps.