The CX Lead is reader-supported. We may earn a commission when you click through links on our site — learn more about how we aim to stay transparent.
Looking for a customer service software that’s suitable for your business can be a real chore. All of the available software options can seem overwhelming when you’re beginning from scratch.
90% of Americans consider a company’s customer service reputation before deciding to do 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.
In this article, I will outline the best customer service software on the market today and outline some noteworthy features and primary use cases. Hopefully, that will help you make your decision as you pick the best customer support software for you.
Customer Service Software Selection Criteria
What do I look for when I select the best software? Here’s a summary of my evaluation criteria:
- User Interface (UI): The UI should support ease-of-use with key functions being straightforward and simple to find. Navigation should not be a chore; finding customer data, query logs, and CX insights must be intuitive.
- Usability: The best software will facilitate easy onboarding and even some built-in training prompts and feature wizards. The tool’s user support team should also be responsive, easy to access, and thorough.
- Integrations: Customer service solutions must speak to your company tech stack. For example: Does it connect natively with WhatsApp and other social media platforms, GSuite, Slack, Salesforce, your CRM and ERP systems, and so on?
- Value for $: The average software ranges in price anywhere from $15-300/agent/month. What I’m looking for is: do the features fit the cost? Are the pricing plans scalable? And, is there a freemium or free trial available?
Overviews Of The 10 Best Customer Service Software Solutions
Here’s a brief description of the customer service solution for business that I qualify to be the best of the best. I’ve included best use cases, feature descriptions, pricing information, and even screenshots to show off the UX where possible.
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, 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.
Custify starts from $199/month and offers a free trial and/or a free demo.
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.
HappyFox also features task management tools, help desk reporting, a flexible knowledge base/FAQ solution, asset management, and a no-code customer support portal builder. This customizable customer portal can be SEO optimized and is available on a mobile app, all with on-brand visuals and messaging.
Why I Picked HappyFox: HappyFox lets you design your own no-code, SEO-optimized customer portal. It's mobile responsive and branded to fit your website's look and feel.
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.
HappyFoxcosts from $39/agent/month (min 5 agents) and offers a free demo.
Freshdesk is a natively 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. Freshdesk’s 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: As you will see below, Freshdesk boasts a ton 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, TeamSupport, Help Scout, Jira Service Desk, Zoho Desk, Chargebee, Recurly, Sage Intacct, QuickBooks Online, Xero, Intercom, Google Calendar, Azure, and a growing list of other useful apps.
Freshdesk is free for up to 10 agents. Paid plans start at $18/agent/month and come with a 21-day free trial.
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 cutomer management, notifications, analytics, dashboards, task scheduling/tracking, API access, live chat, CRM integration, email integration, and social media integrtion.
Integrations include Slack, Microsoft Teams, Jira, Salesforce CRM, and other corporate applications.
TeamSupport costs from $50/user/month and offers a 14-day free trial.
Kustomer is a CRM and customer service platform used by Abercrombie and Fitch Co., Ring, Stella & Dot, Glossier, and Hopper. 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 tons 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/tracking, 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/messaging and commerce apps.
Kustomer starts at $89/user/month and offers a 14-day free trial.
Keap CRM is a sales and marketing customer support software that helps you capture leads, manage invoices, and compile client data. They offer free migrations from ActiveCampaign, AWeber, ConstantContact, HubSpot, MailChimp, and Ontraport if you are looking to switch over. Features include marketing automation, a sales pipeline, a CRM database, payment collection, reporting and analytics, appointment tracking, and email campaigns. Keap CRM is a customer service tool and CRM specifically designed for entrepreneurs.
Why I Picked Keap CRM: Keap is great for budding entrepreneurs who believe networking and professional growth are just as important as customer service strategies. Keap helps you build a personalized playbook to hone your goals and provides access to a community of like-minded business owners, including coaching opportunities. They host an engaged user community both on their website forum and via their Facebook group.
Keap CRM Standout Features & Integrations
Features include contact management, CRM integration, email integration, lead management, marketing automation, API access, lead scoring, task scheduling/tracking, conversion tracking, and multi-user access.
Integrations include over 2500 applications, some natively and others using a paid account with Zapier.
Keap CRM Pricing
Keap CRM starts from $169/month (up to 1500 contacts and 2 users) and a 14-day free trial is available.
Kayako is a CRM software that offers customer service in multiple languages across live chat, email, Facebook, and Twitter. Over 131,000 agents currently use Kayako, including those from Sega, MTV, FedEx, General Electric Company, and Warner Brothers.
With Kayako, customer questions can be viewed by all agents so that a collaborative solution can be found quickly, leveraging the experiences of the company as a whole. Then, the dedicated agent can deliver a quick, personalized response to the customer on whatever platform they prefer. Your internal “knowledge base” then becomes your whole company and your different departmental teams, siloes be darned.
Why I Picked Kayako: Kayako focuses on cross-departmental collaboration, which is something small and medium businesses (SMBs) are better at using to the fullest. Large enterprises tend to be more siloed.
Kayako Standout Features & Integrations
Features include customer management, notifications, dashboard, scheduling, task scheduling/tracking, API access, live chat, and email integration.
Integrations include Salesforce, Slack, Shopify and other applications.
Kayako starts at $15/user/month and a 14-day free trial is available.
AzureDesk is a robust ticket management system that can be implemented to support your customer service team by collecting and organizing the data they need to resolve customer issues. You can use customizable tags for quick ticket sorting by status, type, or priority. The private notes field is a flexible space where your team can add any relevant details that don’t fit anywhere else.
AzureDesk hosts a self-populated knowledge base for your agents and customers to lean on for common questions and issues like “I need a password reset” or “How long does standard shipping take?” The tool’s dynamic search function can even predict customer queries before they are fully typed.
Why I Picked AzureDesk: AzureDesk makes sure nothing gets missed by automatically turning incoming emails into tickets. All ticket details are compiled into a database that can then be parsed by their analytics system for actionable insight and reports.
AzureDesk Standout Features & Integrations
Features include customer service, knowledge base, customer management, multi-user, dashboards, real-time alerts, live chat, chatbots, CRM integration, and email integration.
Integrations include Slack, Asana, JIRA, your email platform, and other similar apps.
AzureDesk starts at $33/user/month and comes with a 14-day free trial.
Tidio is a customer service software that enables businesses to communicate with their customers using live chat or AI chatbots. It is a powerful tool that helps businesses increase sales and conversions and improve customer satisfaction. Tidio offers features such as automatic message triggers, chatbots, and email integration.
Tidio's ticket management system allows businesses to create, assign, and track customer tickets in one place. This makes it easy to see which tickets have been resolved and which are still outstanding. It offers live chat features that make it easy for you to provide customer service through your website or social media accounts. Social media integrations allow businesses to respond to queries all across the web. Tidio also includes features such as push notifications to agents' devices and the ability to send canned responses.
Tidio AI chatbots can answer FAQs, provide support, and even upsell products and services. The AI chatbots can be designed to automatically respond to common queries, so customers receive a prompt response without burdening a live agent. Chatbots can direct customers to your knowledge base—a library of articles and resources that you have built out for self-help services.
Tidio's reporting tool tracks the performance of your live chat team. You can see how many chats each is handling, the average response time, and the satisfaction rating of each agent. This information can improve your team's performance and ensure visitors get the best possible experience.
Why I Picked Tidio: Tidio's live visitors' analytics provides insight into which pages are visited the most, which customers are new and returning, and what country they're from. You can also view who is on your website and what page they are currently browsing, then start chatting with them at the click of a button.
Tidio Standout Features & Integrations
Features include customer service, knowledge base, customer management, multi-user, social media integration, dashboards, real-time alerts, live chat, chatbots, and CRM integration.
Integrations include WordPress, Shopify, Magento, Instagram, Facebook Messanger, Squarespace, Wix, BigCommerce, PrestaShop, WooCommerce, Joomla, Zendesk, Google Analytics, Hubspot, Mailchimp, Pipedrive, and dozens more through a Zapier subscription at an additional cost.
Tidio offers a free plan for up to 50-100 conversations with customers. Paid plans start at $19/user/month and unlock additional conversation volume and extra features.
Zendesk is a funky, modern CRM solution that makes up words like “humblident” (humble + confident) and boasts offices in Dublin, San Francisco, London, Copenhagen, and Melbourne, to name a few. It combines the colorful, fun attitude that contemporary startups love with a good product for a more-than-fair price.
Zendesk offers an internal help desk solution for companies looking to elevate the level of care and support they provide their customers. Zendesk offers a self-service knowledge base, centralized business information, IT and HR workflow automation, and satisfaction trend reporting.
Why I Picked Zendesk: Zendesk has a ton of pricing options that start small and grow with you. It's easily scalable, which is exactly what a startup that is (fingers crossed) ready to expand immensely needs. You can sign up on one of their lower tier plans and with the flick of a switch expand into something more robust when you're ready. If you qualify as an 'early-stage startup,' you can get Zendesk free for 6 months.
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.
Zendesk starts at $19/user/month and offers a 30-day free trial. Qualifying early-stage startups get Zendesk free for 6 months.
The Best Customer Service Software Summary Table
Free trial and a Free Demo
|From $199/month||Visit Website|
|$39/agent/month (min 5 agents)||Visit Website|
21-day free trial
|From $18/agent/month||Visit Website|
14 Days Free Trial
|From $50/user/month||Visit Website|
14-day free trial
|From $89/user/month||Visit Website|
14-day free trial
|From $169/month||Visit Website|
14-day free trial
|From $15/user/month||Visit Website|
14 Days Free Trial
|From $33/user/month||Visit Website|
7-day free trial
|From $19/user/month||Visit Website|
14-day free trial
|From $19/user/month||Visit Website|
Need expert help selecting the right Customer Service Software?
We’ve joined up with the software comparison platform Crozdesk.com to assist you in finding the right software. Crozdesk’s Customer Service Software advisors can create a personalized shortlist of software solutions with unbiased recommendations to help you identify the solutions that best suit your business's needs. Through our partnership you get free access to their bespoke software selection advice, removing both time and hassle from the research process.
It only takes a minute to submit your requirements and they will give you a quick call at no cost or commitment. Based on your needs you’ll receive customized software shortlists listing the best-fitting solutions from their team of software advisors (via phone or email). They can even connect you with your selected vendor choices along with community negotiated discounts. To get started, please complete the form below:
Other Service Software
Here’s a few more that didn’t make the top list.
- Hubspot Service Hub - Best internal employee support system
- Moxtra - Best customer portal software tools
- Sprinklr - Most extensive unified team support software
- Sysaid - Best cloud customer solution
- LiveChat - Best real-time support solution
- LiveAgent - Best technical live support software
- Gladly - Best all-in-one customer service solution
- LiveHelpNow - Most economical support solution
- Quiq Messaging - Best SMS/text messaging customer solution
- Synthetix - Most accessible live help desk software
- Wix Answers - Best support article solution
- FAQ Bot - Best 24/7 fully-AI customer solution
- Vivantio - Best SaaS customer management solution
- Supportbench - Best analytical customer tool
- Gorgias - Best customer helpdesk for Shopify
- Ada - Best personalized AI customer solution
- HelpCrunch - Best customer communication software for sales/support
- Avochato - Best mobile API customer solution
- Front - Best collaborative customer support software
- RenewiftRMA - Best RMA management solution
- Bold360 - Best AI integrated customer engagement solution
- JIRA Service Management - Best fully-customizable support desk management software
- Salesforce Service Cloud - Best cloud-based service experience with collaboration tools built-in
Don't want to manage customer service in-house? You can always tap into the best customer service outsourcing companies to see what they have to offer.
Other Types Of Customer Experience Tools
There are a few other articles summarizing the best CX software for different use cases. Find more specific lists here, or continue reading for the overall best.
- Customer Service Automation Software
- Customer Service Email Management Software
- Customer Service Chat Software For Small Business
- Customer Service Tracking Software
- Free Customer Service Software
- Customer Service Ticketing Software
Customer Service Management Key Features
- Self-service portal: Customers should be able to help themselves to some degree for easy queries.
- Social media integration: You should be able to connect to social media to handle customer complaints and requests where they are the loudest and most harmful. Facebook Messenger, Instagram DMs, and so on.
- Automation: Simple, administrative tasks like assigning tickets or marking a date/status can be automated to speed up the workflow.
- Knowledge Base: Being able to compile, update, and draw from a single source of truth database is important for customer and agent queries. Self-service options are great for small, by-the-book queries.
- Ticketing management: The ticketing system should be able to manage incoming support tickets and populate them (manually or automatically) with contextual, detailed data.
- Customer relationship management: A CRM database is important to keep track of customer information, including past interactions, so conversations feel personalized.
- Omnichannel communication: The tool should be able to reach your customers on whatever communication channels they choose—your website, email, social media, SMS, and so on.
- Chat Support: Support agents should have access to live chat or chatbots to handle customer issues in real time.
- Shared Inbox: Ideally, your cutomer service tools will be able to funnel multichannel conversations into a single inbox so your agents can easily access them according to arrival time.
Can you get customer service software free?
Freshdesk and Zoho CRM are examples of software that have free plans. However, both are limited in how many team members you can add before choosing a premium bundle.
For more options, check out our article on free customer service software.
What Do You Think About This List?
With that, we’ve taken a good look at the top picks for customer service software for your business. I hope you have a grasp on what makes for good customer service software. By making things easier for your team in terms of automatic systems, and tracking databases; you save valuable time that you can share with clients.
The longer you spend with them the more you get out of your business. Opportunities, profits, sales, relationships will all come through, giving reassurance to you and your colleagues that you are achieving what you can.
Want to learn more about what makes good business? Make sure to sign up to our newsletter for the latest insights from the top thinkers in the niche.
Related Read: Pros And Cons Of Customer Service Automation