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There are countless customer service tracking software options on the market and choosing the best one can be difficult. You want a tool that seamlessly integrates with your existing systems to track customer interactions across various platforms and provide actionable insights to improve service quality - but need to find the right fit. I've got your back! In this post, I share from my experience testing a broad range of customer service tools and have compiled a list of the best customer service tracking software to improve customer retention and brand loyalty.

What Is Customer Service Tracking Software?

Customer service tracking software is a tool that helps businesses gather customer information, and analyze their behavior, preferences, and feedback, making it easier for customer service agents to quickly and accurately resolve customer issues. These platforms offer a ticketing system, omnichannel support, automation features, and reporting tools for monitoring service metrics.

Customer service tracking software is one of the ways a company can transform its service experience as it helps with learning about customers and using information to enhance the quality of every interaction. By centralizing customer data and interactions, these platforms empower support agents to deliver quick, informed responses, enhancing the overall customer experience.

Overviews Of The 10 Best Customer Service Tracking Software

Here’s a brief description of each of the best customer service tracking software on my list showing what each one does best. I’ve also added screenshots to showcase some of the functionality.

Best for omnichannel ticket submission

  • 14-day free trial
  • From $26/agent/month
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Rating: 4.1/5

Issuetrak is a ticketing software designed to manage and track issues, tickets, or cases across multiple channels. It stands out for its omnichannel ticket submission capabilities, enabling users to submit tickets through email, webforms, and various applications, catering to a diverse range of industries and business sizes.

I chose Issuetrak as our customer service tracking software after comparing it with other tools and judging its comprehensive feature set to be the best fit for our needs. What makes Issuetrak stand out is its ability to handle omnichannel ticket submission, which allows for efficient issue creation and management across various communication channels. I believe Issuetrak is the best tool for omnichannel ticket submission due to its robust integrations and automation capabilities.

Key features include omnichannel ticket submission, which allows for the capture of customer interactions across multiple channels, and automatic ticket assignment, ensuring that issues are promptly directed to the right team members. I particularly like the round-robin feature which automatically assigns an incoming issue to the next available agent when you have enabled this feature for a specific group.

Integrations are available with thousands of apps through Zapier (which requires an additional subscription). Additionally, you can build custom integrations using its API and connect the tool to other software in your tech stack.

Best for a 360-degree view of customer information

  • 14-day free trial
  • From $25/user/month (billed annually)
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Rating: 4.3/5

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.


Best for omnichannel case solutions for eCommerce and retail companies

  • 14-day free trial + free plan available
  • From $18/user/month
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Rating: 4.4/5

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.

Best for collaborative multi-channel support

  • 15-day free trial
  • From $20/user/month
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Rating: 4.4/5

Zoho Desk is a versatile customer service tracking tool designed to enhance the efficiency and effectiveness of customer support teams. As a part of the renowned Zoho suite, it offers a comprehensive set of features including ticketing system, multi-channel support (email, social media, chat, and phone), automated workflows, and customizable help desks.

Zoho Desk's strength lies in its ability to centralize and streamline customer interactions, providing businesses with the tools to track, manage, and resolve customer inquiries and issues promptly. With its robust analytics and reporting capabilities, Zoho Desk also empowers companies to gain insights into customer satisfaction and agent performance, making it a valuable asset for businesses aiming to improve their customer service experience.

Zoho Desk features an AI-powered assistant named Zia, which is unique in its context-aware capabilities. Zia can analyze tickets and suggest solutions based on previous interactions and resolutions, offering a more personalized and efficient customer service experience. This AI integration goes beyond basic automation, providing intelligent responses and support, which is not commonly found in many competing help desk software.

Zoho Desk's 'Blueprints' feature allows for the creation of custom workflows that automate complex, multi-stage processes. This feature stands out because it enables businesses to map out and automate entire customer service processes, ensuring consistency and efficiency in handling customer queries. This level of detailed process automation is quite niche and not typically offered in such depth by other customer service software.

Integrations include Zoho Apps, such as Zoho CRM, Zoho Assist, and Zoho Bug Tracker, or third-party applications, such as RingCentral, Jira, Slack, Trello, and Salesforce.

Zoho Desk costs from $20/user/month offers a 15-day trial for each plan. They also offer a free subscription for up to three agents.

Best for support teams needing an integrated help desk for Gmail

  • 7-day free trial
  • From $15/user/month (billed annually)
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Rating: 4.7/5

Hiver’s client management software lets users quickly and easily integrate their Gmail into a working help desk with shared inboxes and simple management of Google groups. Small customer experience teams will enjoy organizing their tickets in a jiffy for easy tracking and tagging.

One notable feature on Hiver allows for automation email tagging; teams can customize a set rule to organize and sort tickets based on priority or type. Tagging also lets your support team dive into stats and insights to track metrics of conversations, response time, and time to close specific email issues.

A small business will benefit from the starting plan that comes in at $7/month/user, but if that’s not enough I would recommend their pro plan for companies or universities strictly using email to get a full range of features and tools.

Best for medium-large sized sales, tech, and financial companies

  • Pricing Upon Request
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Rating: 4.7/5

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.

Best for viewing and streamlining lead flow

  • Free plan available
  • From $14.99/month (750 contacts)
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Rating: 4.7/5

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.

Best small IT business help desk and software

  • 15-day free trial
  • From $30/user/month
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Rating: 4.7/5

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.

Best for large educational and technology organizations

  • Free demo available
  • $1700/10 agents
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Rating: 4.2/5

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.

Best for user experience and user interface

  • 14-day free trial
  • From $15/user/month
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Rating: 4/5

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.

The Best Customer Service Tracking Software Summary Table

Tools Price
Issuetrak From $26/agent/month
Salesforce Service Cloud From $25/user/month (billed annually)
Freshdesk From $18/user/month
Zoho Desk From $20/user/month
Hiver From $15/user/month (billed annually)
Tenfold Pricing Upon Request
EngageBay From $14.99/month (750 contacts)
ProProfs Help Desk From $30/user/month
Jitbit Helpdesk $1700/10 agents
Kayako From $15/user/month
Preview Image - <h2 class="c-block__title b-summary-table__title c-listicle__title h3" > Compare Software Specs Side by Side</h2>

Compare Software Specs Side by Side

Use our comparison chart to review and evaluate software specs side-by-side.

Compare Software

Other Customer Service Tracking Software Options

Here’s a few more that didn’t make the top list.

  1. Movidesk

    Best for addressing complex requirements of B2B companies and organizations

  2. Giva eHelpDesk

    Best for commercial and academic testing labs

  3. LiveAgent

    Best customer service tracking software for WordPress and Slack integrations

  4. Zendesk

    Best for team collaboration and multi-channel ticket management

  5. HelpCrunch

    Best for mobile LTV use cases

  6. Zoho SalesIQ

    Best for project management solutions

  7. Acquire

    Best for VoiP call tracking and co-browsing

  8. Talkdesk

    Best for creating a personalized workspace

  9. Jira Service Management

    Best for incident response teams

  10. Salesforce Essentials

    Best for social media interactions

  11. Gorgias for Shopify

    Best for shopify integrations

  12. Service Fusion

    Best for field customer service management

  13. HubSpot Service Hub

    Best app marketplace for integrations

  14. Zendesk

    Best for small businesses

  15. HappyFox Help Desk

    Best for human resources teams

  16. Bold360

    Best for travel and hospitality

  17. Genesys Cloud CX

    Best for tracking data from voicebots and chatbots

  18. NetHunt CRM

    Best tracking through drip campaigns

Selection Criteria for the Best Customer Service Tracking Software

Perhaps you're wondering how I chose the best customer service tracking software for this list? I'm happy to explain.

I started out by creating a long list of the most popular customer service tracking software out there based on user rankings. I then took a detailed look at each software vendor’s website to ensure their software covered all the basic features that a customer service team would need to manage their processes from end-to-end.

Next, I used the criteria below to help me make my final selections. Using these criteria as a framework, I was able to compare each customer service tracking software to see how it stacked up to the rest of the tools, and finalize my shortlist.

Core Functionality

These platforms vary in their feature sets, but as a baseline, here are the core functionalities I looked for:

  1. Customer relationship management tools, whether via communications, a customer database, or measuring customer experience and customer satisfaction.
  2. The ability to track customer interactions with your brand, such as purchase history, seeking chat support, accessing a self-service portal, sending customer feedback, or other behaviors.

Key Features

Beyond the basic functionality I’ve outlined above, here are some other key features I looked for in customer support systems:

  1. A ticketing system to manage customer support requests effectively and efficiently, and assign them to specific support agents.
  2. Omnichannel management, such as phone calls, live chat, email, chatbot, Slack, social media platforms, and even SMS and Whatsapp.
  3. Automation capabilities for things like ticket management and routing, sending follow-up messages, building workflows, real-time notifications, etc.
  4. A shared inbox where your customer support team can find all their support tickets, regardless of what channel they’re coming from.
  5. Reporting tools to monitor key customer service metrics like average response times, individual performance of your customer support reps, and other performance indicators.

Usability

When I research customer service tools, I always look for user-friendly platforms that are easy to navigate. Your support tools shouldn’t be slowing you down — the goal is to provide exceptional customer service and respond to incoming support tickets swiftly. So I took each platform’s user interface and navigation into account, as well as other usability features like a mobile app, email templates, and smart automations.

Integrations

It’s important that any new customer service solution integrates well with your existing tech stack. I looked for integrations with common customer support tools, like:

I also looked for integrations with popular messaging platforms including social media channels, Slack, email platforms, and Whatsapp. Some software solutions cater specifically to ecommerce companies and will integrate with ecommerce platforms like Shopify or BigCommerce. And many of the tools have an API that can be used to build custom integrations.

Pricing

The cost of a new software is always something to take into account. The starting prices of the customer service tracking software on this list range from around $15 per user per month up to $40 per user per month. That said, some providers offer a free plan that may be suitable for small businesses or startups. And if you’re looking for more advanced features, you can also usually get a free trial for many of the paid plans.

FAQs About Customer Service Tracking

If your team is considering working with a customer service tracking software, you probably have a few questions before you get started. Let’s take a look at some of the FAQs about customer service tracking software.

What Are The Benefits of Customer Service Software?

As your business grows and your customer base expands, it’s helpful to work with a customer service management solution. Here’s why:

  1. Empower customers with quick answers: These platforms help you organize self-serve knowledge bases and route customer inquiries to deliver faster responses to customer issues.
  2. Improve customer service agent productivity: In streamlining the customer journey and automating repetitive tasks, agents are freed up to focus on the actions that really matter.
  3. Increase brand loyalty: When you improve your service experience, you increase your chances of repeat business. Customers who feel that they’ve been respectfully cared for are more likely to buy from you again.

How Do You Choose the Best Customer Service Software?

Your customer service operations will be influenced by factors like the size of your organization, and the industry within which you’re working.

Begin by establishing your budget.

Next, gain an understanding of your primary communication channels. Will you be communicating via SMS? Live chat? Social media? All of the above?

Consider your plans for future expansion. Explore providers that can meet your need to scale up if and when the need arises.

All of the tools on this list represent the best customer service tracking software on the market today. They cover a wide range of prices and features, making it easy to find a platform to suit your team member’s specific needs.

What Kind of Businesses Use Customer Service Tracking Software?

If your organization is keen to strategize a pathway to increased sales growth and customer retention, then customer service tracking software might be for you. Businesses of all sizes (from startups to enterprise) and spanning a variety of industries can use these software tools to understand customer segmentation, automate processes with features like email templates, and improve the quality of how support requests are handled.

Track Your Customer Service More Effectively

Using a customer support software helps your team respond more quickly and effectively to incoming tickets. But it also helps you better understand your customer and your customer support performance. You’ll be able to get a clearer view of customer interactions with your business, and streamline your customer service processes.

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