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Managing customer experience is no small feat. You're likely juggling multiple channels, trying to keep your team efficient while ensuring customers are happy. It's tough, but that's where customer support software steps in to help.

In my experience testing various customer support tools, I've found that the right software can transform how you handle customer interactions. It can reduce your team's stress and improve response times, making your job a bit easier.

I believe that choosing the right solution is crucial. In this article, I'll guide you through my top picks for customer support software. You'll get an unbiased look at what each tool offers, helping you make a decision that fits your team's needs.

Why Trust Our Software Reviews

We’ve been testing and reviewing customer experience software since 2020. As customer experience managers 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 & check out our software review methodology.

Overviews of the 10 Best Customer Service Software

Below, you will find brief descriptions of my top selections for the best customer support software.

Best for real-time reporting and analytics

  • Free trial available
  • From $24.99/user/month
Visit Website
Rating: 5/5

RingCentral Contact Center is a communication solution for businesses that integrates messaging, video conferencing, and phone calls. It is ideal for both small businesses and enterprises focusing on customer experience and communication efficiency.

Why I picked RingCentral Contact Center: It's tailored for global call routing, making it perfect for multinational teams. Users benefit from features like auto-suggestions for text input and access to all communications through the RingCentral App. The platform also offers various support options, including chat and expert consultations, which enhance its global capabilities. In my experience, this combination makes it stand out for teams needing international communication solutions.

Standout features & integrations:

Features include auto-suggestions that simplify text input, comprehensive access to calls, messages, and meetings through a single app, and robust customer support options like chat and expert consultations.

Integrations include Salesforce, Microsoft Teams, Zendesk, ServiceNow, Okta, Google Workspace, Slack, HubSpot, Microsoft Dynamics 365, and Oracle.

Pros and cons

Pros:

  • Expert consultations available
  • Unified communication platform
  • Advanced call routing capabilities

Cons:

  • Can be costly for small teams
  • Requires training for full use
  • May require additional hardware

Best customer support software for enterprises

  • 15-day free trial
  • From $7/user/month (billed annually)
Visit Website
Rating: 4.4/5

Zoho Desk is a customer service platform designed for small to medium-sized businesses. It helps teams manage support tickets, prioritize customer issues, and improve overall customer satisfaction.

Why I picked Zoho Desk: It's ideal for small business teams looking to organize their customer support efficiently. The platform provides features like ticket management, workflow automation, and customer insights, which are perfect for smaller operations. It also offers a customizable dashboard that helps teams focus on what matters most. In my experience, Zoho Desk offers a balance of simplicity and functionality tailored to small business needs.

Standout features & integrations:

Features include ticket management that helps prioritize queries, workflow automation to reduce manual tasks, and a customizable dashboard that lets you personalize your team's workspace.

Integrations include Slack, Microsoft Teams, Salesforce, Google Workspace, Trello, HubSpot, Shopify, Zoho CRM, Mailchimp, and Jira.

Pros and cons

Pros:

  • Customizable workflows
  • Scalable for growing teams
  • Multi-language support

Cons:

  • Steeper learning curve
  • Basic mobile app functionality
  • Limited advanced features

Best for omnichannel support

  • Free trial available
  • From $9/member/month
Visit Website
Rating: 5/5

SaaS First is an AI-driven help desk solution designed for SaaS companies to improve customer support efficiency. It aids teams with features like an omnichannel inbox, live chat, and a comprehensive knowledge base.

Why I picked SaaS First: It's tailored for SaaS companies, offering AI-driven tools that enhance support capabilities. The platform includes an AI chatbot that provides 24/7 assistance, ensuring your team can address customer needs anytime. Multilingual support allows you to reach a broader audience, while real-time analytics offer insights into customer behavior. In my experience, SaaS First is ideal for businesses aiming to automate routine queries and improve decision-making.

Standout features & integrations:

Features include an AI chatbot that assists with customer inquiries around the clock, multilingual support to cater to diverse customer bases, and real-time analytics that help you understand customer interactions better.

Integrations include Salesforce, Slack, Microsoft Teams, HubSpot, Google Workspace, Zendesk, Trello, Jira, Mailchimp, and Stripe.

Pros and cons

Pros:

  • 24/7 customer assistance
  • Multilingual capabilities
  • AI-driven customer support

Cons:

  • Requires consistent internet connection
  • May require AI customization
  • Limited advanced analytics

Best for team email management

  • 7-day free trial
  • From $19/user/month (billed annually)
Visit Website
Rating: 5/5

Front is a communication platform designed for teams that need to manage shared inboxes effectively. It's particularly suited for businesses that handle a high volume of emails and customer interactions.

Why I picked Front: It excels in shared inbox management, making it ideal for teams that need to collaborate on email responses. With features like message assignments and internal comments, you can keep everyone aligned without leaving the inbox. Front also allows for setting up automated workflows to streamline repetitive tasks. In my experience, this tool offers a practical solution for teams needing efficient email collaboration.

Standout features & integrations:

Features include message assignments that let you distribute tasks efficiently, internal comments to keep discussions within the team, and automated workflows that help reduce repetitive tasks.

Integrations include Slack, Salesforce, HubSpot, Asana, Trello, Jira, Microsoft Teams, Google Workspace, Dropbox, and Mailchimp.

Pros and cons

Pros:

  • Internal commenting feature
  • Automated workflow setup
  • Efficient email collaboration

Cons:

  • Limited customization options
  • Basic mobile app features
  • Limited advanced reporting

Best for providing remote access support

  • 15-day free trial available
  • From $12/month
Visit Website
Rating: 4.6/5

Zoho Assist is a remote support and access solution designed for IT teams and support technicians. It enables users to troubleshoot client systems, manage remote devices, and offer real-time assistance.

Why I picked Zoho Assist: It's perfect for remote IT support, offering features that simplify remote access and troubleshooting. With unattended access, you can connect to devices without user intervention, which is crucial for IT professionals. Screen sharing and file transfer options enhance its utility, allowing for efficient problem resolution. In my experience, Zoho Assist is a reliable choice for teams needing remote support capabilities.

Standout features & integrations:

Features include remote device management that lets you control various systems, screen sharing to help you guide users through issues, and file transfer options that simplify sending and receiving files during sessions.

Integrations include Zoho Desk, Zoho CRM, ServiceNow, Zendesk, Google Workspace, Microsoft Teams, Jira, Freshdesk, Salesforce, and Spiceworks.

Pros and cons

Pros:

  • Scalable for diverse environments
  • Reliable remote connectivity
  • Real-time assistance features

Cons:

  • Restricted customization options
  • Basic reporting features
  • Initial setup can be complex

Best for AI-powered knowledge base suggestions

  • 30-day free trial
  • From $10/user/month
Visit Website
Rating: 4.6/5

Guru is a knowledge management tool designed for teams that need to capture and share information efficiently. It's ideal for customer support teams who require quick access to knowledge and resources for problem-solving.

Why I picked Guru: It's focused on knowledge sharing, making it a key resource for teams that thrive on collaboration. With features like knowledge capture and verification, you can ensure your team always has up-to-date information. Guru's browser extension allows you to access knowledge without leaving your workflow. In my experience, this makes it a practical choice for teams needing quick access to reliable information.

Standout features & integrations:

Features include knowledge capture that lets you easily document information, verification tools to keep your knowledge base up to date, and a browser extension that integrates knowledge access into your workflow.

Integrations include Slack, Microsoft Teams, Salesforce, Zendesk, Google Workspace, Trello, Intercom, HubSpot, Asana, and Zapier.

Pros and cons

Pros:

  • Flexible knowledge organization
  • Up-to-date knowledge verification
  • Easy knowledge capture

Cons:

  • May need user training
  • Basic reporting capabilities
  • May need user training

Best for its easy-to-use, customizable interface

  • 15-day free trial available
  • From $7/operator/month
Visit Website
Rating: 4.4/5

Zoho SalesIQ is a live chat and customer engagement platform designed for businesses looking to enhance their customer interactions. It's primarily used by sales and support teams to engage website visitors and convert them into customers.

Why I picked Zoho SalesIQ: It's a top choice for live chat support, offering tools that connect you with your website visitors in real time. Features like chat bot automation allow you to provide 24/7 assistance without manual intervention. The platform's visitor tracking helps you understand customer behavior, making your interactions more personalized. In my experience, Zoho SalesIQ is effective for teams that prioritize real-time customer engagement.

Standout features & integrations:

Features include chat bot automation that provides constant customer assistance, visitor tracking for personalized engagement, and proactive chat triggers that help initiate conversations with potential customers.

Integrations include Zoho CRM, Zoho Desk, WordPress, Slack, Mailchimp, Shopify, HubSpot, Google Analytics, Salesforce, and Zendesk.

Pros and cons

Pros:

  • Supports multiple websites
  • Proactive chat triggers
  • Effective visitor tracking

Cons:

  • Basic mobile app features
  • Limited advanced reporting
  • Can be resource-intensive

Best for collaborating with external stakeholders

  • 14-day free trial + free plan available
  • From $15/user/month (billed annually)
Visit Website
Rating: 4.4/5

Freshdesk is a customer support software designed for businesses needing to manage interactions across multiple channels. It's popular among support teams that handle queries via email, chat, phone, and social media.

Why I picked Freshdesk: It offers multichannel support, making it ideal for teams that communicate with customers on various platforms. Features like ticketing and automation help streamline the management of support requests. The platform also provides a self-service portal, reducing the workload on your team. In my experience, Freshdesk is suitable for businesses that need to centralize their customer support.

Standout features & integrations:

Features include a self-service portal that empowers customers to find answers themselves, automation tools that help reduce repetitive tasks, and a ticketing system that organizes customer inquiries efficiently.

Integrations include Slack, Salesforce, Microsoft Teams, Shopify, Google Workspace, Outlook, Jira, HubSpot, Mailchimp, and Zapier.

Pros and cons

Pros:

  • Supports multiple communication channels
  • Customizable ticket views
  • Detailed reporting capabilities

Cons:

  • May require user training
  • Limited offline functionality
  • Initial setup can be complex

Best for creating personalized experiences with AI

  • 14-day free trial
  • From $25/user/month (billed annually)
Visit Website
Rating: 4.4/5

Salesforce Service Cloud is a customer service platform aimed at large enterprises needing to manage customer interactions across various channels. It supports teams in delivering personalized customer service and automating service processes.

Why I picked Salesforce Service Cloud: It's tailored for large enterprises with extensive service needs. The platform offers case management and a knowledge base to streamline service delivery. It also features service analytics to provide insights into team performance. In my experience, Salesforce Service Cloud is well-suited for enterprises seeking a comprehensive service management solution.

Standout features & integrations:

Features include service analytics that offer insights into performance, a knowledge base that provides easy access to information, and case management that helps organize and resolve customer inquiries efficiently.

Integrations include Slack, Microsoft Teams, Google Workspace, Mailchimp, HubSpot, Zendesk, Shopify, Jira, Outlook, and Dropbox.

Pros and cons

Pros:

  • Strong analytics capabilities
  • Extensive customization options
  • Comprehensive knowledge base

Cons:

  • Can be resource-intensive
  • Requires technical knowledge
  • Complex initial setup

Best for SaaS companies

  • Free trial + free demo
  • From $199/month
Visit Website
Rating: 5/5

Custify is a customer success platform aimed at helping businesses retain customers and reduce churn. It's primarily used by customer success teams to monitor client health, identify upsell opportunities, and engage with customers effectively.

Why I picked Custify: It's tailored for customer success teams looking to manage client relationships efficiently. The platform offers customer health scores that allow you to easily track engagement levels. Automated workflows help your team address potential issues proactively. In my experience, Custify provides the insights needed to enhance customer retention strategies.

Standout features & integrations:

Features include customer health scores that provide an overview of engagement, automated workflows to streamline repetitive tasks, and detailed customer profiles that help your team understand client needs better.

Integrations include Salesforce, HubSpot, Pipedrive, Google Workspace, Slack, Zendesk, Intercom, Mailchimp, Stripe, and Chargebee.

Pros and cons

Pros:

  • Proactive engagement strategies
  • Detailed customer insights
  • Strong focus on customer retention

Cons:

  • Can be data-intensive
  • Basic mobile access
  • Limited advanced reporting

Best Customer Support Software: Pricing Comparison Chart

This comparison chart summarizes basic details about each of my top customer support software selections. 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.

Tool Best For Trial Info Price
1
RingCentral Contact Center

RingCentral offers automated reporting and analytics to help drive decisions about customer support.

Best for real-time reporting and analytics

Free trial available

From $24.99/user/month Website
2
Zoho Desk

Zoho Desk offers a ticket collection system across email, chat, phone, social media, and your website.

Best customer support software for enterprises

15-day free trial

From $7/user/month (billed annually) Website
3
SAAS First

SAAS First's dashboard provides key functionalities for customer support, such as ticket management and centralized interactions.

Best for omnichannel support

Free trial available

From $9/member/month Website
4
Front

Front's standout feature is the shared inbox, which allows multiple team members to access and respond to customer emails, ensuring no query goes unanswered.

Best for team email management

7-day free trial

From $19/user/month (billed annually) Website
5
Zoho Assist

Access customer devices remotely, either on-demand or unattended.

Best for providing remote access support

15-day free trial available

From $12/month Website
6
Guru

Guru will generate a trust score for your customers and accounts so you can monitor any downwards trends before they become a crisis.

Best for AI-powered knowledge base suggestions

30-day free trial

From $10/user/month Website
7
Zoho SalesIQ

Zoho SalesIQ's robust customization options help streamline customer service.

Best for its easy-to-use, customizable interface

15-day free trial available

From $7/operator/month Website
8
Freshdesk

Freshdesk provides a contacts overview to help you find contact details and provide fast response times.

Best for collaborating with external stakeholders

14-day free trial + free plan available

From $15/user/month (billed annually) Website
9
Salesforce Service Cloud

Resolve customer support issues faster with automation and personalized recommendations.

Best for creating personalized experiences with AI

14-day free trial

From $25/user/month (billed annually) Website
10
Custify

Custify offers a clear and transparent overview of your metrics.

Best for SaaS companies

Free trial + free demo

From $199/month Website

Other Customer Support Tools Worth Considering

Here are a few more worthwhile options for customer service management software that didn’t make it into my shortlist, but are still worth taking a closer look at:

  1. Groove

    For integrations

  2. Hive

    Customer support software with project management

  3. Issuetrak

    For omnichannel ticketing

  4. Tidio

    For its automated customer conversion strategies

  5. Zendesk

    Inter-company help desk

  6. UserGuiding

    For no-code user onboarding

  7. Document360

    For simple knowledge base management

  8. LiveAgent

    To manage your help desk and knowledge base

  9. UseResponse

    Customer feedback software

  10. Kustomer

    For subscription-based services

  11. Jitbit Helpdesk

    For small business

  12. HappyFox

    Multi-brand help desk system

  13. OneDesk

    Email capturing and record automation

  14. HaloITSM

    All-inclusive ITSM software solution

  15. ProProfs Help Desk

    For customer satisfaction surveys & NPS

  16. SysAid

    IT service desk automations

  17. Forethought

    AI automated chatbot

  18. Vivantio

    For global service teams

  19. LiveAgent

    Free customer support software

  20. Helpscout

    For small businesses

  21. Front

    For Shopify users

  22. ManageEngine SupportCenter Plus

    Customer self-service portal

  23. EngageBay Inc.

    For marketing & sales teams

  24. FAQ Bot

    Targeted messaging marketing

  25. Radiance Labs

    For ecommerce companies

Customer Support Software Selection Criteria

When selecting the best customer support software to include in this list, I considered common buyer needs and pain points like scalability and integration capabilities. I also used the following framework to keep my evaluation structured and fair:

Core Functionality (25% of total score)
To be considered for inclusion in this list, each solution had to fulfill these common use cases:

  • Ticket management
  • Live chat support
  • Email integration
  • Reporting and analytics
  • Customer self-service options

Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:

  • AI-driven chatbots
  • Multichannel support
  • Customizable workflows
  • Mobile app functionality
  • Social media integration

Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:

  • Intuitive interface
  • Easy navigation
  • Quick setup process
  • Customization and integration
  • User feedback

Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:

  • Availability of training videos
  • Interactive product tours
  • Access to templates
  • Supportive chatbots
  • Webinars for learning

Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:

  • Availability of 24/7 support
  • Response time
  • Multichannel support options
  • Quality of help documentation
  • Access to live chat

Value For Money (10% of total score)
To evaluate the value for money of each platform, I considered the following:

  • Competitive pricing
  • Feature set for the price
  • Affordable scalability
  • Frequency of updates
  • Transparent pricing structure

Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:

  • Customer loyalty and retention rates
  • Positive user feedback
  • Commonly reported issues
  • Overall satisfaction ratings
  • Frequency of updates

How to Choose Customer Support Software

It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:

FactorWhat to Consider
ScalabilityEnsure the software can grow with your business. Look for solutions that handle increased ticket volumes and support more users without performance loss.
IntegrationsCheck compatibility with existing tools like CRM systems, email platforms, and social media channels. Seamless integration can improve efficiency and data flow.
CustomizabilityChoose software that allows you to tailor workflows, dashboards, and reports to match your team's specific needs and preferences.
Ease of UsePrioritize intuitive interfaces that require minimal training. Your team should be able to quickly navigate the system and perform tasks efficiently.
BudgetConsider the total cost, including setup and ongoing fees. Ensure the software offers the necessary features within your financial constraints.
Security SafeguardsLook for robust security measures like data encryption and compliance with standards like GDPR. Protect your customer data and maintain trust.

In my research, I sourced countless product updates, press releases, and release logs from different customer support software vendors. Here are some of the emerging trends I’m keeping an eye on:

  • AI and Automation in Customer Service: Companies are leveraging AI to analyze customer interactions and predict trends. This helps teams understand customer needs better and make data-driven decisions. Vendors like Zendesk use AI to offer actionable insights from support data.
  • Omnichannel Support: More businesses want to interact with customers across various channels in a unified way. This trend supports smoother transitions between platforms and consistent customer experiences. Freshdesk offers a strong omnichannel experience.
  • Self-Service Options: Customers increasingly prefer solving issues on their own. Tools now offer extensive knowledge bases and community forums to meet this demand. Zoho Desk enhances self-service with detailed knowledge articles.
  • Personalizing Customer Experiences: Tailoring support interactions to individual customer preferences is becoming vital. Personalization can improve customer satisfaction and loyalty. Tools like Salesforce Service Cloud use data to personalize customer experiences.
  • Remote Support Tools: With more teams working remotely, tools that facilitate remote troubleshooting and support are growing. Features like screen sharing and remote access are becoming essential. Zoho Assist focuses on remote support solutions.

What Is Customer Support Software?

Customer support software is a tool that helps businesses manage and respond to customer inquiries and issues. It's generally used by support teams, customer service representatives, and help desk professionals to enhance customer satisfaction and efficiency.

Ticket management, live chat, and self-service features help with organizing inquiries, providing real-time assistance, and empowering customers to find solutions independently. Overall, these tools improve communication and strengthen customer relationships.

Features of Customer Support Software

When selecting customer support software, keep an eye out for the following key features:

  • Ticket management systems: Organizes customer inquiries into manageable tickets, helping teams prioritize and resolve issues efficiently.
  • Live chat support: Enables real-time communication with customers, providing immediate assistance and improving satisfaction.
  • Self-service portals: Allow customers to find answers on their own through FAQs and knowledge bases, reducing the load on support teams.
  • AI-driven insights: Analyzes customer interactions to offer actionable insights and predict customer needs, aiding in decision-making.
  • Omnichannel support: Consolidates interactions across multiple channels like email, social media, and phone, ensuring a consistent customer experience.
  • Automation tools: Streamline repetitive tasks such as ticket routing and follow-ups, freeing up team resources for more complex issues.
  • Customizable workflows: Enable teams to tailor processes and dashboards to fit specific business needs, enhancing productivity.
  • Remote support capabilities: Facilitate troubleshooting and customer assistance from a distance, crucial for remote work environments.
  • Integration capabilities: Connect with existing tools like CRM and email platforms, improving data flow and operational efficiency.
  • Reporting tools: Ability to customize reports around customer engagement, churn, and service agent performance.
  • Team collaboration features: Ability to communicate about issues between team members using tools like a shared inbox, commenting, and asignee tags.

Benefits of Customer Support Software

Implementing customer support software provides several benefits for your team and your business. Here are a few you can look forward to:

  • Faster response times: Real-time communication features like live chat help your team address customer queries quickly.
  • Improved customer satisfaction: Self-service portals and AI-driven insights allow users to find answers easily and receive personalized support.
  • Increased resource efficiency: Customer support automations take care of repetitive tasks, allowing your team to focus on more complex customer needs.
  • Consistent customer experience: Omnichannel support ensures that customers receive the same level of service across all platforms.
  • Better data utilization: Integration capabilities connect with existing systems, enabling more informed decision-making with comprehensive data access.
  • Increased team productivity: Customizable workflows and ticket management help organize and prioritize tasks effectively.
  • Enhanced communication and collaboration: Make it easier for your CX team to work with one another and help customers efficiently.
  • Scalability for growth: Software solutions can grow with your business, handling increased customer interactions as your team expands.

Costs and Pricing of Customer Support Software

Selecting customer support software requires an understanding of the various pricing models and plans available. Costs vary based on features, team size, add-ons, and more. The table below summarizes common plans, their average prices, and typical features included in customer support software solutions:

Plan Comparison Table for Customer Support Software

Plan TypeAverage PriceCommon Features
Free Plan$0Basic ticketing, email support, and limited reporting.
Personal Plan$5-$25/user/monthEmail support, basic reporting, and limited integrations.
Business Plan$30-$60/user/monthMultichannel support, advanced reporting, automation tools, and customizable workflows.
Enterprise Plan$70-$150/user/monthFull feature set, advanced security, dedicated support, and unlimited integrations.

Frequently Asked Questions About Customer Support Software

If you’ve got lingering questions about customer support software, don’t fret. Here are some answers to frequently asked questions that should help clear things up for you.

How can AI and Automation in Customer Service be used to improve customer service?

AI and automation can significantly enhance customer service by improving efficiency, personalization, and overall customer satisfaction. Here’s how they can be leveraged effectively:

  • 24/7 Support: AI-powered chatbots and virtual assistants provide round-the-clock support, handling common queries without human intervention.
  • Faster Response Times: Automated systems handle routine inquiries instantly, reducing wait times and ensuring quicker resolutions.
  • Personalized Experiences: AI analyzes customer data to deliver tailored recommendations, support, and solutions for individual needs.
  • Proactive Support: Predictive analytics help identify potential issues early, enabling preemptive solutions and notifications.
  • Improved Self-Service Options: AI enhances knowledge bases and FAQs by making them interactive and easier for customers to navigate.
  • Streamlined Workflows for Agents: Automation reduces repetitive tasks like data entry, allowing agents to focus on complex interactions.
  • Sentiment Analysis: AI detects customer sentiment in real-time, helping agents adjust their approach for better outcomes.
  • Enhanced Multichannel Support: AI ensures seamless communication across email, chat, social media, and other channels, maintaining consistency.
  • Scalability: Automation allows businesses to manage high volumes of customer queries without compromising service quality.
  • Actionable Insights: AI analyzes customer data to identify trends and provide insights for improving products, services, and experiences.

What are Ticket Management Systems in customer service software?

Ticket management systems in customer service software are tools that help businesses keep track of customer issues or requests, called tickets. They organize these tickets in one place, so teams can quickly see who needs help, what the problem is, and how to fix it. These systems also assign tickets to the right team members, track progress, and make sure nothing gets missed. It’s a simple way to handle lots of customer questions and make sure everyone gets a solution.

How can customer service software personalize customer experiences?

Customer service software personalizes experiences by using customer data to tailor interactions. It remembers past purchases, preferences, and issues to offer customized solutions or recommendations. It can also greet customers by name, suggest products they might like, and provide support based on their history, making every interaction feel unique and relevant.

What team collaboration features are in customer service software?

  1. Shared Inboxes: Centralized access to customer messages for team visibility.
  2. Internal Notes: Add private comments on tickets for team discussions.
  3. Real-Time Updates: Instant notifications on ticket changes or responses.
  4. Role-Based Access: Assign permissions based on team roles.
  5. Task Assignment: Delegate tickets or tasks to specific team members.
  6. Activity Logs: Track who did what on each ticket.
  7. Collaboration Tools: Built-in chat or integration with tools like Slack.
  8. Team Performance Metrics: Monitor response times and productivity.
  9. Tagging and Categorization: Organize tickets for easy team access.
  10. Knowledge Sharing: Access shared knowledge bases for consistent responses.

What's the difference between customer support and customer service?

Even though customer support and customer service both service your customer base, they do so in different capacities. Customer service is the traditional interface between your organization and the public that handles basic service requests. In contrast, customer support is often segmented into specific products, departments, or lines of services in order to handle more specialized support requests.

Common issues handled by customer service teams:

  • Trouble logging into an account
  • Editing account details
  • Modifying an order
  • Requesting a refund
  • Registering a complaint or submitting feedback
  • Requesting basic company information

None of these requests require detailed knowledge to resolve.

Common issues handled by customer support teams:

  • Notifying the company of a defective product
  • Requesting technical support for a specific product
  • Requesting specific product details

All of these request require detailed knowledge of the product at hand, so they would be best answered by a product specialist.

To help you grasp other nuances between these essential support teams, read: Customer Service vs. Customer Support: Why Your Business Needs Both.

Is customer support software the same as help desk software?

Many people view customer support software and help desk software as interchangeable terms. However, they actually cater to different aspects of the customer experience.

Customer support software is a frontline tool that handles direct interactions with customers, addressing their immediate needs and queries, across multiple channels.

Help desk software, in general, is more internally-focused. You can use it to manage and track the resolution of internal issues or service requests, such as IT requests.

However, there are some systems that offer features for both use cases if you need to track internal and external issues simultaneously.

To help you figure out the best system for your needs, consider reading: What is a Help Desk and Does Your Business Need One?

How can I choose the best customer support software for my organization?

Here is a four-step process you can use to narrow down your options for the best customer support software that satisfies your needs:

  1. Make a list of all the customer support channels you have now and expect to offer in the future.
  2. Use this article, and others on the CX Lead, to verify which software systems work serve those communication channels.
  3. Make a shortlist and compare the features of your top five favorites side-by-side to highlight any gaps or standout inclusions.
  4. Review the pricing details of each option against your budget.

By following these steps, you should be able to uncover a clear winner in the pack. If you’d like more details to guide you through this process we also have a more thorough breakdown of how to choose the right customer support software for you too.

Are there any free customer support software?

Yes, some customer support software providers do offer free plans, also known as freemium plans. However, these plans are generally considered stepping stones to give you a taste of what their software has to offer, with the hope that you’ll sign up for a paid plan to access more robust features.

If free software is really what you’re after, hop over to our article on free customer support software for a list of the best free options on the market today. I’ve also noted which of the options in this list offer a free plan in the pricing information section.

This article features general, all-purpose customer support software options, each with its different strengths and weaknesses. However, we also have articles across the site that deep-dive into a particular type of customer service software. If you’re looking for something more specific, these might help.

What Do You Think About These Customer Service Tools?

I hope that my review has made you more aware of the exciting and wide array of customer support platforms out there. There’s no single best tool as it really depends on your customer support team members and your business model. But I hope I’ve shed light on the different software support software you can choose from to make the most informed decision for your business.

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