36 Best Customer Service Software of 2024: Reviewed & Compared
10 Best Customer Service Software Shortlist
Here's my pick of the 10 best software from the 36 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
With so many different customer service software solutions available, figuring out which is the right one for your business is tough. You know you want software to help you manage your support tasks efficiently to improve your customer satisfaction and team productivity, but you need to figure out which system is best. In this post, I'll help you make this choice easier by sharing my insights on the best customer service software to optimize your customer interactions, based on my own CX experience.
Why Trust Our Software Reviews
We’ve been testing and reviewing customer service software since 2021. As CX professionals ourselves, we know how critical and difficult it is to make the right decision when selecting software.
We invest in deep research to help our audience make better software purchasing decisions. We’ve tested more than 2,000 tools for different customer experience use cases and written over 1,000 comprehensive software reviews. Learn how we stay transparent & our software review methodology.
Best Customer Service Software: Pricing Comparison Chart
This comparison chart summarizes basic details about each of my top customer service software selections. You can view pricing details and the availability of free trials or demos side-by-side to help you find the best software for your budget and business needs.
| Tools | Price | |
|---|---|---|
| LiveChat | From $49/agent/month | Website |
| Freshdesk | From $15/user/month (billed annually) | Website |
| Zendesk | From $49/user/month. | Website |
| Issuetrak | From $26/agent/month | Website |
| CRM Creatio | From $25/user/month | Website |
| LiveHelpNow | From $9/agent/month | Website |
| Zoho Assist | From $12/month | Website |
| Salesforce Service Cloud | From $25/user/month (billed annually) | Website |
| Front | From $19/user/month (billed annually) | Website |
| monday Service | From $26/seat/month (3 seat minimum) | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareHow to Choose Customer Service Software
Here is a handy customer service software pre-purchase checklist to ensure you are choosing the best platform fit for your business and team.
Customer Service Software Purchase Checklist
1. Identify Business Needs:
- Determine the specific problems you need the software to solve.
- Assess the volume and types of customer interactions you handle.
2. Scalability:
- Ensure the software can grow with your business.
- Check if it can handle increasing volumes of customer inquiries.
3. Integration Capabilities:
- Verify compatibility with your existing systems (CRM, ecommerce platforms, etc.).
- Look for available APIs and third-party integrations.
4. User-Friendliness:
- Evaluate the ease of use for both agents and administrators.
- Consider the learning curve and the quality of training resources.
5. Automation and AI Features:
- Look for AI-driven tools like chatbots and automated workflows.
- Evaluate the software's ability to automate repetitive tasks and provide predictive analytics.
6. Customer Support and Training:
- Assess the quality and availability of customer support from the software provider.
- Look for training programs, documentation, and a supportive user community.
7. Cost and ROI:
- Compare pricing plans and check for hidden costs (e.g., implementation fees, additional user licenses).
- Evaluate the potential return on investment through improved efficiency and customer satisfaction.
Best Customer Service Software Reviews
Here are brief descriptions of my top 10 selections for the best customer service software available today. I’ve included best use cases, feature descriptions, pricing information, and even screenshots to show off the UX where possible.
Plus, I’ve included 26 additional bonus options below if you’d like a few more solid options to consider.
LiveChat is a web-based platform designed to help businesses manage and interact with customers in real-time. It offers tools that allow teams to handle inquiries efficiently and is aimed at companies that need fast and direct customer engagement, particularly through chat interfaces.
Why I Picked LiveChat: LiveChat focuses heavily on providing real-time interactions through live chats, which helps businesses respond quickly to customer queries. You can engage with customers as soon as they land on your website, offering support that’s immediate and personalized. One of the key features is the ability to handle multiple chats simultaneously, keeping interactions organized and smooth for your team.
In addition to handling live chats, the platform allows you to customize the chat experience to fit your brand. You can control everything from the appearance of the chat window to automated greetings and responses. It also supports different channels for communication, such as SMS, Instagram for Business, Facebook, and email.
LiveChat Standout Features & Integrations
Features include chat routing, visitor tracking, chat surveys, a ticketing system, chatbot integration, a mobile app, multi-language support, chat archives, multi-channel support, and automated greetings.
Integrations include Shopify, HubSpot, Salesforce, Slack, Google Analytics, Freshdesk, and Zendesk.
Pros and cons
Pros:
- Customizable chat features
- Mobile and desktop apps
- Canned responses for quick replies to common questions
Cons:
- Many AI features are only available on higher-tier plans
- Reporting features could be more customizable
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.
Pros and cons
Pros:
- Wide selection of integrations
- Intuitive and user-friendly
- Impressive automation capabilities
Cons:
- Some technical issues
- Integrating with existing processes is tedious
Zendesk excels in providing seamless omnichannel support, ensuring consistent customer service across various platforms. Its unified agent workspace allows agents to manage inquiries from email, chat, social media, and phone calls within a single interface, improving efficiency and reducing context-switching.
The platform maintains the context of customer interactions across channels, enabling agents to offer personalized support with a complete view of past conversations. Furthermore, integrated social messaging support for apps like WhatsApp, Facebook Messenger, and Twitter DM allows businesses to engage customers on their preferred platforms.
Why I Picked Zendesk: Zendesk offers advanced AI and automation capabilities designed to boost customer service efficiency. The Answer Bot, an AI-powered tool, resolves customer inquiries by suggesting relevant knowledge base articles. Flow Builder, a no-code tool, allows for the creation of automated workflows that guide customers through self-service options and escalate to agents when necessary.
Plus, Zendesk Sunshine is an open and flexible CRM platform built on AWS, enabling businesses to connect and understand all their customer data regardless of where it resides. Its customizable and extensible nature allows for the creation of tailored apps and integrations specific to business needs. Sunshine unifies data from various sources into comprehensive customer profiles, offering a holistic view that enhances customer insights.
Zendesk Standout Features & Integrations
Features include API access, chat, CRM integration, real-time alerts, self-service portal, instant chat integration, knowledge base, contact management, customer management, email integration, social media integration, support forum, workflow management, ticket management, and call integration.
Integrations include Salesforce, JIRA, Slack, Trello, JIRA, Zoom, Dropbox, Clubhouse, Asana, monday.com, Box, Nicereply, Harvestr, Shopify, Mailchimp, and dozens of other options.
Pros and cons
Pros:
- Scalable
- Reasonably priced
- Plenty of popular integrations
Cons:
- Limited ticket search queries
- It can be difficult to prioritize requests
Issuetrak is a ticketing software designed to manage and track issues, tickets, or cases across various channels, including email, webforms, and applications. Its adaptability to different industry needs and its range of integrations, such as API, Zapier, and Gmail, position it as a suitable solution for businesses seeking efficient omnichannel ticket submission and management.
Why I picked Issuetrak: I chose Issuetrak for customer service software after evaluating its ability to handle omnichannel ticket submission, which is crucial for businesses that interact with customers across multiple platforms. What makes Issuetrak stand out is its versatility and the wide range of integrations it offers, allowing it to cater to businesses of all sizes and industries. I believe Issuetrak is the best tool for this use case due to its focus on communication and its commitment to helping customers achieve their goals through efficient and effective support.
Issuetrak Standout Features and Integrations
Features include an issue hub, incoming email processing, task assignments, a knowledge base, and asset management.
Integrations include Chat, Gmail, Google Analytics, HubSpot CRM, Identity Management, Issuetrak API, Mailchimp, Slack, Webforms, Zapier, and others.
Pros and cons
Pros:
- Fast resolution of issues
- Automation features
- Customizable workflows
Cons:
- Long customer service response time
- The search function is clunky at times
CRM Creatio is a software solution that helps businesses manage relationships with customers and automate sales, marketing, and service processes. It’s designed for companies looking to improve operational efficiency by customizing workflows and business logic without requiring complex coding.
Why I Picked CRM Creatio: You’ll find that CRM Creatio stands out for its no-code customization, making it easier for your team to adapt the platform to specific workflows. With its business process designer, you can build unique customer service processes that match your organization's needs without needing any programming skills. You can also create custom dashboards, reports, and workflows that align with your customer service goals.
The ability to customize without coding isn’t limited to just basic configurations. You can even build applications for contact centers and knowledge bases, and analyze customer interactions, scenarios, service workflows, and case management processes, helping your team provide personalized support.
CRM Creatio Standout Features & Integrations
Features include 360-degree customer views, end-to-end workflow automation, a drag-and-drop interface for automation, contact management, KPI monitoring tools, custom dashboards, pipeline management, collaboration tools, mobile access, and privacy controls.
Integrations include Accelo, Act!, ActiveCampaign, Acumatica, Adobe Analytics, Asana, Microsoft Exchange, Excel, Mailchimp, HubSpot Marketing Hub, Google Calendar, and Tableau.
Pros and cons
Pros:
- No-code platform
- Highly customizable interface
- Scalable for businesses of all sizes
Cons:
- Customization can be time-consuming
- Learning curve for new users
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.
Pros and cons
Pros:
- User-friendly for both customers and agents
- Robust, all-inclusive CS platform
- Versatile and suitable for various types of teams
Cons:
- Lacks incident and problem management
- Limited customization options
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.
Pros and cons
Pros:
- Enterprise-grade security
- Ability to deploy bulk updates
- On-demand and unattended remote access
Cons:
- Session recording only available in enterprise plan
- Some features may require coding knowledge
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.
Pros and cons
Pros:
- Uses AI for automations
- Includes pre-built integrations
- Easy to learn and use
Cons:
- Can be expensive
- Needs better email functionality
Front is an omnichannel customer communications management platform that brings together your email, live chat, and SMS conversations in one place. It provides a shared collaborative inbox where team members can efficiently respond to customer requests and distribute the workload.
Why I picked Front: This software is a good choice not only because it facilitates multi-channel communications management, but also for its automation capabilities. You can set it up to automatically categorize and route incoming requests, ensuring the right agents are assigned the right tickets and customers receive an exceptional, personalized service.
Your team can also build out a knowledge base in the platform to provide easy access to core information needed for resolving customer issues. On top of that, agents can send each other private messages directly within their customer communications, eliminating the need to jump back and forth between direct messaging apps or external threads.
Front Standout Features and Integrations
Features include omnichannel communication, collaborative inbox, workflow automation, knowledge base, live chat, chatbots, GDPR and SOC II compliance, custom roles and permissions, and analytics and reporting tools.
Integrations include 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.
Pros and cons
Pros:
- Robust customization and automation
- Easy multi-channel integration
- In-chat private messaging between agents
Cons:
- Merging threads can be tricky
- Large feature set creates learning curve for new users
monday Service is a versatile customer service software designed to enhance the way businesses handle customer support. It’s part of the monday.com Work OS platform, providing teams with the tools to manage their customer service workflows efficiently.
Why I picked monday Service: What makes monday Service stand out is its customizable and easy-to-use interface, which enables teams to set up tailored workflows for different types of customer queries. Features such as automation tools, real-time tracking of customer tickets, and built-in reporting provide comprehensive visibility into customer interactions. Additionally, monday Service offers a knowledge base tool to help customers find answers to common issues.
monday Service Standout Features and Integrations
Features include automatic ticket classification, smart ticket routing, multi-channel support, self-service customer experiences, automated replies and follow-ups, customizable dashboards, and SLA management.
Integrations include Slack, Microsoft Teams, Zendesk, Jira, Salesforce, Google Workspace, GitHub, Zoom, Outlook, HubSpot, Trello, Dropbox, and OneDrive.
Pros and cons
Pros:
- Knowledge management capabilities
- Customizable dashboards
- Automated ticket routing
Cons:
- Limited report customization
- Full automation features require higher-tier subscriptions
Other Customer Service Software
Here are a few more worthwhile options that didn’t make the best customer service software shortlist but are still worth considering:
Related CX Software Lists
If you still haven’t found what you’re looking for here, check out these related customer experience management tools that I’ve tested and evaluated.
Selection Criteria for the Best Customer Service Software
As an experienced CX specialist, I’ve personally experimented with numerous customer service software and extensively researched their offerings to develop a thorough understanding.
The criteria I use to evaluate and select these tools are tailored toward their functionality, ability to address specific needs, and their efficiency in streamlining project work. Here's where I'll break it all down for you.
Core customer service software Functionality: 25% of total weighting score
Common features for customer service software typically include multi-channel communication support, ticketing systems, automation tools, knowledge bases, customer feedback collection, analytics and reporting, CRM integrations, self-service portals, live chat, and social media support.
To be considered for inclusion on my list of the best customer service platforms, a solution had to support the ability to fulfill common use cases. These include:
- Efficiently managing incoming queries across various channels.
- Providing self-service options for customers to find immediate answers.
- Tracking and analyzing customer interactions to improve service quality.
- Offering personalized support based on customer history.
- Scaling support capabilities with business growth.
Additional Standout Features: 25% of total weighting score
To identify unique features not offered by competitors, I look for:
- Advanced AI and machine learning capabilities for predictive customer service.
- Unique automation features that reduce manual workloads.
- Integration capabilities that surpass standard CRM and help desk tools.
- Innovative use of chatbots and virtual assistants for 24/7 customer support.
- Exceptional customization options that allow businesses to tailor the platform to their specific needs.
Usability: 10% of total weighting score
When evaluating usability, I focus on:
- A clean, intuitive interface that makes navigation straightforward.
- Quick access to essential functions without unnecessary complexity.
- The balance between comprehensive features and simplicity.
- Design elements that enhance the user experience, such as drag-and-drop functionality for task assignment.
Onboarding: 10% of total weighting score
Effective onboarding is crucial, so I look for:
- Comprehensive training materials, such as videos and interactive tutorials.
- Easy setup processes that do not require extensive technical knowledge.
- Responsive customer support during the onboarding phase.
- Availability of templates and guides to speed up implementation.
Customer Support: 10% of total weighting score
In evaluating customer support, the criteria include:
- Access to knowledgeable and responsive support personnel.
- Multiple support channels, including live chat, email, and phone.
- Proactive support options like forums, knowledge bases, and FAQ sections.
- Speed of response and resolution times compared to industry standards.
Value For Money: 10% of total weighting score
Value assessments are based on:
- Transparency and fairness of pricing models.
- The breadth and depth of features offered in each pricing tier.
- Flexibility and scalability of pricing plans to grow with your business.
- The presence of free trials or demos to assess the software before committing.
Customer Reviews: 10% of total weighting score
I analyze customer feedback for insights on:
- Overall satisfaction and whether expectations were met or exceeded.
- Specific praises or criticisms that appear consistently across reviews.
- The software's impact on improving customer service operations.
- The frequency and nature of any reported issues, and how they were resolved.
Trends in Customer Service Software
No matter what industry you're in, CX professionals across the board are turning to software to solve their key challenges. They need software to help them provide efficient and consistent service delivery across multiple channels at an affordable price. They also want to be able to collect meaningful customer feedback and draw actionable insights from the data. To help them achieve all this, and more, here are several developing trends within the customer service software space:
- AI-Enhanced Customer Support: These tools have become more sophisticated, and capable of handling complex queries with greater understanding and context. This evolution reflects the need for speed in customer service without sacrificing the quality of personalization.
If you're interested in solutions to automate your customer service, scroll through our list of the best AI chatbots for customer service for a summary of the best options out there. - Unified CX Platforms: By incorporating ticketing, CRM, and social media interactions into a single platform, companies can offer a more cohesive customer experience. This trend highlights the importance of a 360-degree view of customer interactions to personalize service and streamline the customer journey. With integrated platforms, businesses can more easily analyze customer data across touchpoints to make informed decisions and tailor their services accordingly.
For more on the benefits of investing in a unified platform, pop over to our article covering omnichannel customer service and how to deliver it. - Advanced Feedback Analysis: Improvements in natural language processing have made it possible to interpret customer sentiment and allow for a deeper understanding of customer feedback, making it possible to quickly identify trends and areas for improvement. This functionality is essential for businesses looking to adapt to customer needs proactively.
If feedback analysis is an area you'd like to improve in, you'll want to check out our list of the best voice of customer (VOC) software for customer analytics, as well as numerous VOC resources by industry experts covering VOC best practices, tips & tricks, and examples.
As you continue your journey to finding the best software for your needs, keep your eye on these trends. They collectively represent a shift towards more integrated, intelligent, and customer-centric service solutions. You'll want to leverage your new technology to exceed your customer expectations and help you future-proof your business, so it's important to ensure the software you choose incorporates these modern trends efficiently.
What is Customer Service Software?
Customer service software is a digital tool that help companies streamline and manage their interactions with customers. They're designed to help businesses provide high-quality customer service by organizing and automating the process of receiving, tracking, and responding to customer conversations, inquiries, and complaints from multiple support channels. They accomplish this through a range of features, including a ticket management system, automated responses, live chat, email integration, social media integration, self-service knowledge bases, and analytics & reporting.
Customer service software offers numerous benefits, including improved organization and efficiency, and faster customer responses leading to increased customer satisfaction. These software systems also help customer service teams uncover customer trends and data-driven insights on how to improve team performance, allowing businesses to scale their operations effectively without sacrificing quality.
Features of Customer Service Software
Customer service software is key in streamlining support tasks, automating conversations, and ensuring customers enjoy a frictionless experience. Here's a rundown of the core features essential for customer service management:
- Omnichannel Support: Enables seamless communication across various platforms. This feature ensures customers receive consistent support whether they reach out via email, social media, phone, or live chat, catering to their preferred communication channel.
- Automation Tools: Streamlines repetitive tasks such as ticket assignment and status updates. By automating these basic tasks, the software allows support teams to focus more on resolving complex issues. There are also more robust customer service automation software options if you need advanced automation features.
- Self-Service Portal: Empowers customers to find solutions independently. A robust self-service portal reduces the workload on support teams by allowing customers to resolve common issues themselves, leading to quicker resolution times and increased customer satisfaction.
- Ticketing Management: Efficient handling and organization of support tickets. This system ensures every customer inquiry is tracked, managed, and resolved systematically, preventing any request from slipping through the cracks. The ticketing system should be able to manage incoming support tickets and populate them with contextual, detailed data. It might also connect to an external customer service ticketing software.
- Customer Relationship Management (CRM): Keeps a detailed record of customer interactions. Integrating CRM functionalities, the software offers personalized support based on previous interactions, making each customer feel valued and understood. This could mean connecting a CRM software or customer database software.
- Knowledge Base: Centralizes information for easy access. A comprehensive knowledge base supports both customers and agents by providing immediate answers to common questions, significantly reducing resolution times.
- Chat Support: Offers real-time assistance through live chat or chatbots. Immediate support can significantly enhance customer satisfaction, especially for urgent issues or quick questions. You might also be able to connect your live chat software.
- Social Media Integration: Connects with customers on popular social platforms. This feature allows businesses to monitor and respond to customer inquiries and complaints on social media, where many customers now prefer to communicate.
- Shared Inbox: Consolidates messages from multiple channels into a single interface. By funneling all customer communications into one place, support teams can respond more quickly and efficiently, ensuring no customer is overlooked.
- Analytics and Reporting: Provides insights into support operations. Access to detailed analytics helps businesses identify areas for improvement, track support team performance, and better understand customer needs.
With these features, businesses can efficiently manage support tasks and create a more engaging, responsive, and personalized customer experience. The right software will be invaluable in a company's quest to meet and exceed customer expectations, fostering loyalty and driving success.
Benefits of Customer Service Software
For businesses aiming to elevate their customer service game, investing in the right customer service software is a strategic move. This type of software offers a range of benefits designed to enhance interactions between companies and their customers. Some of the key benefits include:
- Streamlined Communication: Centralizes all customer interactions across email, chat, phone, and social media. This makes it easier for customer service reps to keep track of customer queries, prioritize them, and respond to them quickly.
- Improved Customer Satisfaction: Provides faster and more accurate responses to customer queries and smoother and more consistent customer onboarding. Using customer service software, businesses can offer more reliable and consistent support, significantly boosting customer satisfaction and fostering loyalty.
- Enhanced Efficiency: Automates repetitive tasks and workflows. The automation features within customer service software reduce the time and effort required to handle customer queries, allowing staff to concentrate on more complex issues and personalize customer interactions. That said, there are pros and cons of customer service automation, so you’ll want to be intentional about it.
- Better Data Management: Facilitates collection and analysis of customer data. With powerful data management capabilities, businesses can gain insights into customer behavior and preferences, enabling them to tailor their services and products more effectively.
- Increased Scalability: Supports business growth with tools to manage a larger volume of customer interactions. As a business expands, customer service software scales alongside, ensuring that the quality of support remains high even as the volume of inquiries increases.
Adopting customer service software presents a clear path for businesses to meet and exceed customer expectations. If you need more details to help you make your business case for investing in better customer service software, this article clearly explains the benefits of customer service software and why you need it.
Cost & Pricing for Customer Service Software
With a myriad of options available, it's important to understand the different plans and pricing structures to find the best fit for your company's needs and budget. From free versions designed for startups and small teams, to more advanced offerings packed with features for large enterprises, each plan comes with its own set of capabilities and price points. Here's a breakdown of the common plan options and what they typically include:
| Plan Type | Average Price | Common Features |
|---|---|---|
| Free | $0 | Basic support features, email integration, limited ticket management, community forums |
| Basic | $10 - $25/user/month | Email and social media support, ticket management, basic analytics, live chat |
| Standard | $25 - $50/user/month | Multichannel support, advanced analytics, automation and workflows, customer satisfaction surveys |
| Professional | $50 - $100/user/month | Omnichannel support, custom reports, integration with CRM and third-party apps, knowledge base management |
| Enterprise | $100+/user/month | Dedicated support, advanced security features, custom development, unlimited integrations |
When choosing a plan, consider both your current needs and future growth. Start with a plan that meets your immediate requirements while offering the flexibility to scale is often the best strategy.
New & Noteworthy Product Updates
Below, you’ll find my take on the latest and greatest customer service software product updates. Discover what’s now possible through feature releases, improvements, and updates on web, desktop, and mobile apps. Learn what’s new, if it’s hot—or not, and why it matters for managing support tasks and automating your customer service process.
April 2024: Customer Service Software Updates
Front Update Notes
Front Chat automates common customer inquiries, personalizing chatbot interactions, and streamlining team handoffs for more efficient support.
In April 2024, Front introduced a significant update to their software with "Front Chat," a feature that integrates AI Answers for automated resolution of common customer inquiries and improved personalization in chatbot interactions. The update also refines the chat inbox experience, offering instant AI-driven customer service, more personalized chatbot flows, and smoother team transitions for complex inquiries.
This update enhances customer support by allowing teams to automate routine inquiries, enabling them to concentrate on more complex issues, thereby increasing efficiency and customer satisfaction. Personalized chatbots with dynamic variables tailor interactions based on specific customer data, streamlining the communication process. Overall, this leads to faster resolutions, reduced workload for support teams, and a more satisfying user experience, contributing to higher customer retention and reduced support costs.
Verdict: Hot! This update addresses the challenge of managing high volumes of routine customer inquiries without increasing staffing needs. It automates responses and personalizes interactions, significantly boosting efficiency and customer satisfaction.
Issuetrak Update Notes
Issuetrak's April 2024 update introduces script embedding support within its settings, allowing users to embed HTML scripts directly into every page of the application. This feature targets integrations with various external systems, including chat clients, analytics tools, and marketing automation platforms such as HubSpot. The direct embedding capability simplifies the integration process, eliminating the need for intermediary tools or extensive custom coding.
This enhancement significantly streamlines operations for users by facilitating seamless data exchange and functionality extension between Issuetrak and external systems. By enabling direct script embedding, users can enhance their workflow automation, gather comprehensive analytics, and improve customer interactions without leaving the Issuetrak environment, thereby increasing efficiency and reducing the complexity of their operational processes.
Verdict: Not! The update offers integration features that, while useful, may not be critical for all users or significantly enhance core functionalities for daily operations.
February 2024: Customer Service Software Updates
LiveAgent Update Notes
LiveAgent introduced a new feature in February 2024 called the "close and delete ticket" action, enhancing the ticket management process within their customer service platform. Originally, closing tickets in LiveAgent required a manual process to avoid accidental permanent closures. With this update, users can now execute ticket closures and deletions in bulk via mass actions or automated rules, streamlining workflow efficiency by eliminating the need to individually close tickets or mark them as 'Resolved.'
This feature allows users to manage their ticket systems more effectively, saving time and reducing the workload on customer service teams. By enabling bulk management of ticket closures and deletions, it also reduces the risk of human error and enhances the overall responsiveness of customer service operations. However, users are advised to use this powerful tool judiciously to prevent unintended loss of ticket data.
Verdict: Hot! The update eliminates the time-consuming process of manually closing and deleting tickets. It significantly boosts efficiency by enabling bulk operations, which is a major improvement for user workflow in customer support environments.
Customer Service Software: Frequently Asked Questions
Here are some answers to popular FAQ’s for some top-of-mind topics around customer service software:
How do I choose the best customer service software for my business?
Selecting the right software for any business need can be tricky. Here are a few things to consider when shopping around for customer service software:
- What are your team’s primary communication channels?
- What is the structure of your customer support system, and how will the software fit into it?
- Are you looking for a help desk solution, a service hub solution, or a contact center software?
- Could your team benefit from implementing customer service bots?
- Would an outsourced customer service company be a better option?
- What is your budget, and what are your non-negotiable features?
- What are your must-have integrations?
If you’re ready to embark on this journey, this article offers an 8-step software selection process you can use to help you find the best customer service software for you.
How can I integrate customer service software with my existing business systems?
Integrating customer service software with your existing business systems hinges on the use of APIs and third-party integration platforms. Many customer service platforms offer native integrations with popular CRM systems, email platforms, social media, and more, ensuring a seamless flow of data across your business tools. The key to a successful integration is understanding your software’s API capabilities and utilizing integration platforms to connect your tools effectively.
What's the average setup time for customer service software?
The average setup time for customer service software can vary widely depending on the complexity of the software and the specific needs of your business. Simple, cloud-based solutions can often be set up in a matter of hours or days, while more complex, customizable systems might take weeks or even months to fully implement. Factors affecting setup time include the level of customization required, integration with existing systems, and the need for data migration. Training for staff to become proficient can also extend the timeline.
What are the most important customer service metrics to track?
Using defined metrics will help you measure the success or failure of your customer support team’s performance. They generally fall into two main categories: operational and experiential.
Here’s a list of the most important customer service metrics you should be tracking to ensure success:
Operational metrics:
- customer churn rates
- overall resolution rate
- first contact resolution rate
- ticket reopens
- first response time
- average resolution time
- ticket volume
- contacts per issue
- ticket backlog
- customer retention rate
- rate of answered calls
- social media metrics
Experiential metrics:
- Net Promoter Score (NPS)
- customer effort score (CES)
- customer satisfaction score (CSAT)
If you’re ready to roll up your sleeves and dive into your data, take a look at our in-depth explanation of these key customer service metrics and how to track and improve them first.
What are the key elements of an effective customer service strategy?
The key elements of an effective customer service strategy include:
- Understanding customer needs
- Offering omnichannel support
- Personalizing customer interactions
- Implementing efficient problem-solving processes
- Continuously gathering and acting on customer feedback.
An effective strategy leverages the right tools to ensure that customer service is responsive, personal, and continuously evolving based on customer input and business needs.
Is there any free customer service software?
Freshdesk and Zoho CRM are examples of free customer service software. However, both are limited in how many team members you can add to a free plan before upgrading to a premium bundle. For startups and small businesses, a free software might be all you need. But generally, as you scale, you’ll want those premium features that come with a paid plan.
If free is truly what you need right now, take a look at our list of the best free customer service software to find a system that works for you.
How can I measure the ROI and impact of implementing customer service software?
Measuring the ROI and impact of implementing customer service software involves tracking key performance indicators (KPIs) before and after deployment, such as customer satisfaction scores (CSAT), response times, resolution times, and ticket volumes. Additionally, assess the software’s effect on sales and customer retention rates. An effective way to gauge the financial impact is to calculate the cost savings from improved efficiency and reduced manual tasks, as well as any increases in revenue attributable to enhanced customer satisfaction and loyalty.
The customer service industry uses customer service KPIs to benchmark and improve service levels and determine what tools work best for their needs.
Where can I find other types of customer experience tools?
To help you find the best CX tool for you, here are a few other articles summarizing different types of customer service software for different use cases too:
Related CX Software Reviews
If you still haven't found what you're looking for here, check out these related customer experience management tools that we've tested and evaluated.
- Help Desk Software
- Call Center Software
- Customer Messaging Platform
- Digital Experience Platform
- Sentiment Analysis Tools
- Customer Experience Management Software
Customer Service Equals Customer Loyalty
Ninety percent of Americans consider a company’s customer service reputation before doing business with them. Your customer service agents can only do so much. They require a comprehensive suite of customer service tools to keep up with modern demands.
The best customer service software allows your team to meet customer needs without overloading individual agents. Additionally, automatic systems and tracking databases save valuable time that you can share with clients.
The longer you spend with customers the more your business grows. Opportunities, profits, sales, and relationships all benefit from an enhanced focus on customer needs.
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