28 Best Customer Service Tracking Software In 2023

Salesforce Service Cloud is a feature-rich all-in-one customer service solution that enables businesses to interact with their customer base, offer their customers access to self-service resources, and keep track of all their engagements with customers.

The Service Cloud platform is equipped with the features that are necessary for support teams and agents to accept, resolve, and track service desk tickets submitted by customers. In addition, the software allows users to create a knowledge base with self-service tools that enable agents and customers to find the answers to their queries. Service Cloud is also designed to seamlessly integrate with most telephonic systems to deliver voice call support on top of other available channels.

One of Service Cloud’s core features is the Lightning service console, which is designed to help boost agent productivity with a next-gen level of agent experience. The tool allows users to centralize all the information that support agents need to do their jobs, as it provides a 360-degree view of their customers.

Salesforce Service Cloud extends its tracking capabilities through the social customer service function, which works by allowing support teams and agents to monitor and quickly respond to social posts made by customers across multiple social media channels, such as Facebook, Twitter, TikTok, and Instagram.

The case management feature lets support agents manage and resolve cases faster by having complete visibility into the full context of their cases. Support teams and agents can easily access the records of individual customers, including their previous interactions with the team. All this data is centralized and displayed on a well-streamlined dashboard system.

Salesforce Service Cloud is available with the lowest tier Essentials package for a starting price of $25 per user/month, billed annually. A free trial is available for up to 14 days.

Tenfold powers more than 1.5 billion customer interactions every year, and is used by the likes of Staples, T-Mobile, and Disney. Their integration system allows you to unify existing platforms such as Salesforce, Cisco, and Microsoft apps to retain and continue tracking customer data and continue conversations through new voice, video, and chat communications.

With Tenfold tracking, your support agents can automatically log calls and attach notes for future tracking and to provide the best customer support.

Tenfold also as well as manage agent status to improve coordination between departments and customers to improve the overall customer satisfaction.

Tenfold only offers pricing upon request.

EngageBay empowers its users to build stronger relations with their customers by tracking and managing customer relationship processes for maximum conversations.With their tracking processes your customer success team will be able to understand why a potential customer fell out of the pipeline, why they did not show interest in your product or service, or why a particular customer was lost.

Viewing and streaming your lead flow based on variable attributes saves time with detailed information about customers.

EngageBay offers one of the best free plans for tracking softwares; supporting up to 15 users with thousands of contacts and branded emails.

A step up from that, their basic plan starts at $9/month/user.

ProProfs is all about tracking and resolving issues, their software helps you manage your knowledge base as it incorporates sorting, categorizing, managing, assigning, and tracking all in one place.

Their desk software also lets you apply filters for agents to resolve tickets assigned to them instantly as well as admin use of labels, internal notes, history, and sub-tickets to track internal tasks.

Agent productivity and training is measured with ProProfs AI through detailed reports and insights.

Aside from their free plan (which provides 1 user, 100 tickets, and an inbox) their essential pricing starts at $10/month/user.

With cross channel support, Freskdesk’s customer service software solution approaches tracking customer issues as tickets; all through tracking email, call center tracking, service, and time tracking.

Freshdesk allows your customer support team to access and do everything all from one place─by assigning ownership to tickets, prioritizing, and setting deadlines, tracking and organizing customer queries becomes way easier. On top of everything, they make sure to provide actionable insight tools for your business that track critical customer queries and even customer sentiment.

Freshdesk actually offers a really nice free “sprout” plan for starting businesses that allows for unlimited agents.

If that’s not enough, their standard support plan starts at $15/month/agent and includes automations and SLA management features.

Zendesk is a customer service tracking software with a centralized location for customer inquiries, feedback, and assistance. It allows businesses to manage customer requests effectively and efficiently with its user-friendly interface and customizable features.

Real-time reporting and analytics provide companies with valuable insights into customer satisfaction, agent performance, and trends. Zendesk offers multi-channel ticket management, allowing customers to communicate with customer service personnel through email, phone, live chat, or social media. All these channels can be managed from one dashboard, enabling agents to respond to queries and complaints, no matter where the question is being raised.

Zendesk offers easy self-service options for customers through accessible knowledge bases and FAQs. It reduces the load on customer support personnel and empowers customers to solve their queries. It also offers an AI-powered chatbot to answer customers' basic questions and guide them to a suitable knowledge base.

Zendesk offers smooth, customizable dashboards where customer service teams can track their daily tickets, response times, and customer satisfaction rates. It allows for easy reporting, showcasing customer service performance with the help of accurate real-time data.

The ticket views feature helps customer service representatives save time and respond to inquiries more efficiently, ultimately leading to higher customer satisfaction. You can also create custom ticket views showing only the information pertinent to your needs too.

Teams can efficiently resolve customer issues through the software's collaboration features. Agents can share tickets, add notes and comments, and collaborate with external stakeholders such as suppliers, vendors, or partners. Such collaboration helps businesses resolve customer issues promptly and effectively. 

Zendesk is easily integrated with third-party applications like CRM, billing, and accounting tools to help you streamline workflows, collect data, and track customer interactions across different platforms. Moreover, it offers a robust API that allows developers to create custom integrations based on their needs.

Pricing starts at $49/agent/month. A free trial is also available through their website.

JitBit is a web-based help desk that allows for ticket tracking and managing projects. Along with this they also offer time tracking and due-date tools.

JitBit is huge on software reporting features─by providing summary reports, tickets per day reports, as well as user and company statistics, their software helps measure customer success and provide the best service to your customers.

JitBit believes that response speed and overall ticket duration are critical for a great customer service desk experience so they built a metric tool that measures ticket response and speed.

This is another company that I would recommend to medium to large-sized teams for their plan to make sense cost-wise.

Their small plan starts at $1699/year for 10 agents or they have a SaaS (hosted) plan starting at $24/month.

Kayako is a user-friendly, accessible customer service tool that understands customer relationship management and the necessity of importance indicators.

Their data-driven CRM software offers insights, tracking by priority, status, and type as well as measuring and reporting on customer satisfaction. Kayako uses in-app SLAs to track performance for better response and resolution time.

Kayako caters to small, growing, and large teams with prices starting at $15/agent/month.

Originally started as a B2B company, Movidesk was created to solve an issue; by specializing in this area, they already get what you or your company is going through.

Their tracking software is generalized and aimed at resolving customer issues through ticketing, tags, and personalized customer interaction as well as keeping track of company time and expenses. They also offer agent and structure tracking for a better configurable organization of users and non users, as well as audio and chat monitoring.

Movidesk pricing is aimed at team sizes. Their first package for 1-5 agents starts at $99/month/team.

Coming in next they offer $25/month/agent from 6-10 agents.

One of Giva’s stand out features is their test lab help desk software and tracking center that allows healthcare organizations to track cases, as well as automate and share information with hospitals.Aside from this, Giva offers an intuitive dashboard with quick software setup and training in under an hour for teams.

Giva is also HIPAA compliant and provides access to mobile, tablet, and desktop software for your customer service team members to use anywhere.

Giva’s business plan supports up to 18 agents, and up to 1500 end users or customers with unlimited storage starting at $39/month/agent.