29 Best Customer Support Software For SMBs And Enterprises

Zoho Assist is a customer support software that allows your CX team members to provide support via remote device access. In other words, support reps can help diagnose issues and implement solutions by accessing customer devices from their own device.

The software allows for either on-demand and unattended remote access, so you can make updates and solve issues regardless of whether the customer is with their device. Unattended remote access feature can be used to push bulk updates, reboot devices, troubleshooting, and more. In addition to its remote access capabilities, live chat, video, and voice calls are also supported to facilitate communication between agents and customers.

A high level of security is built into the software, ensuring protection for support reps and customers alike. It's GDPR, HIPAA, PCI, and CJIR compliant and has SSL 256-bit AES encryption. Access permissions management is also included so the right people have the right access to various data and parts of the platform.

The software integrates with other tools, most notably the Zoho product suite. Other integrations include Zendesk, ServiceNow, Slack, Microsoft Teams, Jira, Freshdesk, Spiceworks, and the Google Suite, among others.

Pricing starts from $12 per month, and a 15-day free trial is available.

Document360 is a knowledge base software that helps businesses create, collaborate on, and publish self-service content to support customers. Its built-in content editor has markdown keyboard shortcuts, so you can add internal links, tables of documents, and get inline previews of content quickly and easily. You can also maintain multiple versions of an article, create or draw from existing article templates, and leave comments for your coworkers so you can work together on content.

The software's category manager helps you keep your product documentation organized and structured. You can create new sub-categories, update existing ones, and archive ones that are no longer relevant easily. You can also apply various tags to your content for advanced search.

Integrations include Intercom, Segment, Google Analytics, Disqus, HTML 5, Olark, Zendesk, Freshdesk, Hotjar, Freshmarketer, and Drift. Paid plans start from $119 per user per month, and a 14-day free trial is available.

Zoho SalesIQ is customer engagement and support software that enables businesses to communicate with their customers in real-time. It's a great tool for businesses that want to increase their customer engagement and provide quick and efficient support to their website visitors.

The user interface is straightforward, making it easy to navigate and use all its features without hassle. The live chat feature allows you to communicate with website visitors in real-time, which is helpful when dealing with urgent customer queries or complaints. You can also track visitors' behavior on your website, which provides valuable insights into their interests and preferences, and customize chat widgets, allowing you to match your website's branding and design.

Integrations include the Zoho suite of software, Google Analytics, and Salesforce. .

Plans start at $7/operator/month, and they offer a 15-day free trial.

Custify is a customer success software designed specifically for software-as-a-service (SaaS) companies that need to focus on product adoption and upsell opportunities. When leaving your ecosystem is as easy as hitting “unsubscribe,” Custify positions itself to identify churn risk long before your customers find themselves in that position.

Custify provides customer 360 reports, customer health analysis, renewal and upsells suggestions, workflow automation, and a task management system with customizable alerts.

Custify costs from $99.50/user/month.

Groove is an easy-to-use help desk for growing businesses who need to connect with their customers across a variety of communication channels like social, email, and live chat. Groove offers a GraphQL API to automate, manage, and extend all the functionality of the platform with a bit of IT know-how and elbow grease.

Groove integrates natively with Hubspot, Salesforce, JIRA, GitHub, Facebook, Twitter, Shopify, Trello, Constant Contact, Slack, Zoho, Capsule, Delighted, JustCall, Nimble, PieSync, Nicereply, ChargeBee, Influx, MailChimp, Stripe, Campaign Monitor, Ask Nicely, and thousands more with a paid plan through Zapier.

Groove costs from $15/user/month and comes with a 15-day free trial.

Freshdesk is a natively omnichannel customer service software that allows businesses to receive requests via email, web, phone, chat, and social media.

Freshdesk software combines a ticketing system, workflow automation, and real-time reporting for a complete customer service solution. Freshdesk keeps simplicity in mind, letting you change a ticket status without entering the card.

Freshdesk is a team collaboration superstar, providing paths to loop in external stakeholders and subject matter experts into any customer interaction—even if they don’t directly work for your company.

This ensures the customer gets the best advice and assistance every time.

Freshdesk is free to use with some feature limitations.

Paid plans cost from $15/agent/month and come with a 21-day free trial.

Zendesk is an intuitive, fully-featured customer support software used by MailChimp, SIEMENS, Tesco, and Uber. Zendesk offers pre-built software or fully customized packages.

Standout Zendesk features include omnichannel support, customer self-service tools, automation, and AI-powered bots, a unified agent workspace, collaboration solutions, and built-in routing and intelligence.

Zendesk offers an internal help desk solution for companies looking to elevate the level of care and support they provide their own employees. Zendesk offers a self-service knowledge base, centralized business information, IT and HR workflow automation, and satisfaction trend reporting.

Zendesk costs from $19/agent/month and offers a 30-day free trial.

CometChat allows you to add video + voice call center services and text chat to your websites and apps. This lets you talk with your clients directly or facilitate conversations between customers. This makes it a great choice if part of your service is connecting consumers and producers to one another, like with an online marketplace or community hub.

Push, email, and SMS notifications ensure the recipient doesn’t miss a message. Your own company service agents can take advantage of the streamlined phone and video services, too.

CometChat’s easy drag-and-drop chat plugin connects with whatever web service you use, like WordPress, Bubble, or Composr CMS.

CometChat Go Lite costs from $49/month with a 7-day free trial.

Pro plans cost from $149/month + per-minute video and call charges.

Forethought is the maker of Agatha, an AI automation chatbot tool for customer support agents to manage any customer request quickly. Agatha pulls information from your knowledge base and Salesforce Service Cloud to automatically assist basic customer queries without live agent intervention.

The AI will intervene with easy answers or quickly ping an agent for concerns it is not equipped to handle independently. Forethought also offers automatic triage and routing and customer support operations analysis. You can pick between multiple feature packages so that you are only paying for the stuff you need.

Forethought offers customized pricing upon request and has a free demo.

You can ask their contact center for details. They do not offer a free trial.

JivoChat is a business communications tool that features an integrated messaging solution that allows your clients to talk to you using Apple Business Chat, Facebook Messenger, WhatsApp, Telegram, and Instagram. Your customer service agents receive all chats, emails, and calls in the Jivo app, no matter where or how the customer is reaching out.

This saves the time and confusion of jumping between different windows or platforms. JivoChat integrates with the software you already use in your day-to-day workflow, like CRM tools, WordPress, Shopify, Weebly, Slack, BigCommerce, Wix.com, and hundreds of others with a paid Zapier plan.

JivoChat Basic is free for your first five agents. Paid plans cost from $189/user/month and come with a 14-day free trial.