- 1. Salesforce Service Cloud — Best for a 360-degree view of customer information
- 2. Tenfold — Best for medium-large sized sales, tech, and financial companies
- 3. EngageBay — Best for viewing and streamlining lead flow
- 4. ProProfs Help Desk — Best small IT business help desk and software
- 5. Freshdesk — Best for omnichannel case solutions for eCommerce and retail companies
- 6. Zendesk — Best for team collaboration and multi-channel ticket management
- 7. Jitbit Helpdesk — Best for large educational and technology organizations
- 8. Kayako — Best for user experience and user interface
- 9. Movidesk — Best for addressing complex requirements of B2B companies and organizations
- 10. Giva eHelpDesk — Best for commercial and academic testing labs
Customer service tracking software is just one of the ways a company can transform their service experience; this CRM software compiles customer data to produce analytics, reporting, data metrics, and useful tagging methods to improve the customer journey.
The more you know about your customers, the better your customer conversations will be. The best customer service tracking software helps you learn about your customers and use this information to enhance the quality of each and every interaction.
In this article, I’ll list the best customer service tracking software to improve customer retention and brand loyalty.
What Is Customer Service Tracking Software?
Customer service tracking software helps organizations to effectively and efficiently respond to customer requests. These cloud-based tools gather customer information, organize it, and make it easier for customer service agents to quickly and accurately resolve customer issues.
Customer service tracking software platforms offer customizable automation features that help reduce team workload. This includes the option to create a self-serve knowledge base to help customers resolve minor issues on their own.
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.
Need Expert Help Selecting The Right Customer Service Software?
We’ve joined up with Crozdesk.com to give all our readers (yes, you!) access to Crozdesk’s software advisors. Just use the form below to share your needs, and they will contact you at no cost or commitment. You will then be matched and connected to a shortlist of vendors that best fit your company, and you can access exclusive software discounts!
Salesforce Service Cloud
Best for a 360-degree view of customer information
14-day free trial
|From $25/user/month (billed annually)||Visit Website|
Best for medium-large sized sales, tech, and financial companies
|Pricing Upon Request||Visit Website|
Best for viewing and streamlining lead flow
Free plan available
|From $14.99/month (750 contacts)||Visit Website|
ProProfs Help Desk
Best small IT business help desk and software
15-day free trial
|From $30/user/month||Visit Website|
Best for omnichannel case solutions for eCommerce and retail companies
21-day free trial + free plan available
|From $18/user/month||Visit Website|
Best for team collaboration and multi-channel ticket management
14-day free trial
|From $19/user/month (billed annually)||Visit Website|
Best for large educational and technology organizations
Free demo available
|$1700/10 agents||Visit Website|
Best for user experience and user interface
14-day free trial
|From $15/user/month||Visit Website|
Best for addressing complex requirements of B2B companies and organizations
|Their first package for 1-5 agents starts at $99/month/team. Coming in next they offer $25/month/agent from 6-10 agents||Visit Website|
Best for commercial and academic testing labs
|From $39/month/agent||Visit Website|
Best for support teams needing an integrated help desk for Gmail
Best customer service tracking software for WordPress and Slack integrations
Best for VoiP call tracking and co-browsing
Best for creating a personalized workspace
Best for mobile LTV use cases
- Zoho SalesIQ
Best for project management solutions
- Jira Service Management
Best for incident response teams
- Salesforce Essentials
Best for social media interactions
- Genesys Cloud CX
Best for tracking data from voicebots and chatbots
Best for contact center tracking
- HappyFox Help Desk
Best for human resources teams
Best for operations teams
Best for small and medium teams
Best for travel and hospitality
- NetHunt CRM
Best tracking through drip campaigns
- HubSpot Service Hub
Best app marketplace for integrations
- Service Fusion
Best for field customer service management
- Gorgias for Shopify
Best for shopify integrations
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.
These platforms vary in their feature sets, but as a baseline, here are the core functionalities I looked for:
- Customer relationship management tools, whether via communications, a customer database, or measuring customer experience and customer satisfaction.
- 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.
Beyond the basic functionality I’ve outlined above, here are some other key features I looked for in customer support systems:
- A ticketing system to manage customer support requests effectively and efficiently, and assign them to specific support agents.
- Omnichannel management, such as phone calls, live chat, email, chatbot, Slack, social media platforms, and even SMS and Whatsapp.
- Automation capabilities for things like ticket management and routing, sending follow-up messages, building workflows, real-time notifications, etc.
- A shared inbox where your customer support team can find all their support tickets, regardless of what channel they’re coming from.
- Reporting tools to monitor key customer service metrics like average response times, individual performance of your customer support reps, and other performance indicators.
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.
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:
- Live chat software
- Customer experience management software
- AI chatbots
- Call center software
- Customer onboarding software
- Email management software
- Help desk software
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.
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.
What Are The Benefits of Customer Service Software?
How Do You Choose the Best Customer Service Software?
What Kind of Businesses Use Customer Service Tracking Software?
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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