10 Best Free Customer Service Software For 2021

In this article I’ll quickly evaluate and take you through my list of the best free customer service software. 

As businesses dive deeper into the world of communicating through digital means, more and more customers are opting for online customer service solutions. 

Live chat bots, templates, ticket management and support, service level agreement (SLA) management, shared inboxes, integration and collaboration features are just the tip of the iceberg—customers want their issues resolved online. 

A recent study by Kayako shows 52% of customers are more likely to remain loyal to a company that has live chat—as well as 95% of a business’s customers preferring high-quality customer services over speedy ones. 

So what’s the bottom line? If you run a small business or have a small customer support team that isn’t making use of customer service software yet, here you’ll be able to compare and check out tons of awesome free software options that will fit your needs. 

The Best Free Customer Service Software List

Here’s a shortlist of the best free customer service software:

  1. Brisk 
  2. NABD
  3. Freshdesk 
  4. HubSpot Free Service Tools 
  5. User.com 
  6. Taimer
  7. ServiceSight 
  8. DiamanteDesk 
  9. Zoho Desk 
  10. Jira Service Desk

Best Free Customer Service Software Comparison Criteria

What do I look for when selecting the best customer service software? Here’s a summary of my evaluation criteria: 

  1. User Interface (UI):  What kind of customization does the software provide? Is the navigation and UI well-organized? Are there too many features or options for your business? 
  2. Usability: Is it easy to learn and master? Does the company offer good tech support, user support, tutorials, and training? Does the free version offer enough tools to make the software useful for your business or team? Is there a mobile app?
  3. Integrations: How easy is it to connect with other tools? Are there pre-built integrations? How many third party applications can the software integrate with? 
  4. Value for $: How appropriate is the free plan for the features and capabilities, with respect to your use case? 

Best Free Customer Service Software Key Features

  1. Real-time, instant customer feedback
  2. Data and end user analysis capabilities
  3. Active team communication
  4. Mobile usability
  5. Lead capturing
  6. Chat and messaging history and analytics
  7. Customer reports
  8. Shared inboxes
  9. Internal and external help desks
  10. Language optimization

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Overviews Of The 10 Best Free Customer Service Software

Here’s a brief description of each of the best free customer service software on my list showing what it does best, plus screenshots to showcase some of the features.

1. Brisk – Best for hotel and retail customer service teams

Screenshot Of Brisk for free customer service software
Brisk gives you the ability to customize greetings in any language.

Brisk is a complete help desk ticketing system aimed at solving customer issues through email and increasing customer satisfaction. Brisk follows what I stated above―they quote: “the key to a life-long, happy customer is a good product backed by quality customer service.” Brisk provides an easy server setup by helping your team through the process, as well as providing a simple and intuitive interface for easy navigation.

The tier 1 free plan allows for 1-3 agents, 500 tickets per month, reporting, and much more. Brisk allows customers to try any of their paid tier plans for 6 months before buying. 

2. NABD – Best multi channel service for healthcare and medical businesses

Screenshot Of NABD for free customer service software
Let your customers give you advanced analytics and insights about your team.

NABD is an all-in-one customer support software that provides your team with a plethora of useful tools to help streamline work and engage customers at all times of the day. The selective case management engine helps you define your business’s needs and rules for automation. 

On top of everything, NABD provides mobile, live chat, and third party app integrations so you can access anything anywhere while using the apps and chats your customers are already familiar with, such as Salesforce or Microsoft products.

The free plan provides you with a lot of tools and features. This includes communication channel use, customer support, case management,  automation, and customer self service.

3. Freshdesk – Best for teams who need Microsoft, Slack, or WhatsApp integrations

Screenshot Of Freshdesk for free customer service software
Make conversations easier with a simplified all-in-one interface.

Used by over 40,000 customer teams such as Panasonic, HP, and American Express, Freshdesk sticks to its “delighting its customers for life” slogan. With their simplified support features such as support tickets, collaboration, help widgets, and analytics, it’s easy to find a help desk solution no matter the industry, use case, or size of your team. 

Another thing I really like about their software is the ability to access their Freshworks Academy and Resource Center to learn and improve customer relations. 

Their “sprout” plan allows for unlimited free agents, ticketing, knowledge bases, and datacenter locations. If you want to try out any of their other paid plans, Freshdesk provides a 21-day free trial. 

4. HubSpot – Best CX software for small businesses

Screenshot Of Hubspot for free customer service software
Get back to what’s important by letting HubSpot automate customer interactions and setting up a self-service portal.

If you’re looking for a heavyweight option, HubSpot is a marketing, customer service, sales, and content management system all within one easy-to-use software. Their platform uses an inbounding strategy to build and maintain meaningful relationships with your customers by taking a customer at a “prospect stage” and turning them into a promoter. HubSpot also offers a great customer feedback system, and allows your team to create custom surveys, objects, and videos. 

HubSpot offers free plans for their CRM, sales, service experience, and marketing tools that never expire.

5. User.com – Best for marketing, sales, and management teams

Screenshot Of User.com for free customer service software
Create and test various automation formulas and techniques for what suits your customer best.

User.com is a flexible, free help desk software for your whole company—sales, marketing, management, and support will be able to collaborate and automate all on the same interface. 

The personalized and customizable solutions let automation take over and deliver a great omnichannel communication system so the right customer receives the right message all the time. With User.com’s customer tracking, your team will be equipped with accurate customer data and timelines. 

The free plan gives you a nice range of basic features that are free forever. If you’re looking for more, pricing for the personal plan starts at $49/month to help you scale up fast.   

6. Taimer – Best software for managing customer invoices, expenses, and bills all from one place

Screenshot Of Taimer for free customer service software
Make payment interactions easier with Taimer’s finance and business intelligence tools.

Another cloud-based help desk, Taimer can be accessed from any device, anywhere. They aim to replace your applications with their business management solution that helps to eliminate switching between them. 

As you can see, Taimer is all about unified solutions, so they combine CRM, project management, resource planning, invoicing, and reporting to simplify work. Get real-time data with the account manager, which measures customer KPIs and metrics to measure risk and customer progress. 

With their free plan, Taimer allows up to 2 users. Features with the free plan include mobile use (android and iOs compatible), CRM, sales, marketing, and team chat options. Their most popular “sales management” plan starts at $16/month/user. 

7. ServiceSight – Best free customer service software for home service businesses

Screenshot Of ServiceSight for free customer service software
Easily manage purchase, sales, and fulfillment orders with Protean’s order processing tool.

ServiceSight, by Protean Software, was created for small businesses—they know how vital startups and small businesses are to the economy. By providing a functional cloud based software, ServiceSight offers scheduling, quote creation, tracking, and collaborative updates with your customers and support team. 

ServiceSight allows up to 5 free users with everything a business needs to manage jobs, workers, and customers.

8. DiamanteDesk – Best free customer service software for eCommerce companies that need customization

Screenshot Of Diamante Desk for free customer service software
Use DiamanteDesk’s advanced ticketing software to bring customer care to a new level.

With DiamanteDesk’s fully open-source software, you have control over everything—the code base, customizations, development, and seamless integrations. 

The learning curve is a bit more steep than others on this list, and it’s aimed at companies who have teams that are familiar with Stack and Bootstrap. This is a unique software service with a diverse team with multiple language, programming, and managerial backgrounds that will help you along the way.

The software offers ticket system management functionality, a helpdesk, customer relations, customer requests, and data organization solutions. 

9. Zoho Desk – Best for omnichannel communication through social media, email, chat, and video calling

Screenshot Of Zoho Desk for free customer service software
With an integrated knowledge base, Zoho Desk lets your customers find answers and solve issues even when your team is out of the office.

Zoho Desk has created tidal waves within automation, customer support, and productivity. As a leader in customer service software, this company used a context-focused outlook to improve agent productivity and customer self-service. Zia, Zoho Desk’s AI system, aids the context-focused process by creating a huge base of knowledge from current and previous customer interactions to ensure solutions and fix loose-ends. 

Free for up to 3 agents, Zoho Desk’s plan includes email ticketing, customer management, help and knowledge centers, various integrations, and a multi-language help desk.

10. Jira Service Desk– Best for communication between development and operation teams

Screenshot Of Jira Service Desk for free customer service software
Easily deploy changes and communicate between teams to accelerate development work.

From medicine and space travel to disaster response and pizza deliveries, Jira Service Desk has a mission ”to unleash the potential of every team”. Jira Service Desk is a high-velocity service management software that aligns well with agile product management methods. 

The tool assists small teams with capturing and organizing issues with managing requests, incidents, problems, changes, and assets. Another cool thing that Jira offers is a free bug management tool that captures, tracks, and resolves bugs. 

Jira Service Desk offers a great plan for small teams to start off, which allows up to 10 users, and includes integrations and automated workflow options. 

Other Free Customer Service Software Options

Here’s a few more that didn’t make the top list, in case you’re looking for something specific.

  1. Friday (limited time free) — Best for B2B and B2C cloud sales
  2. Customer Thermometer — Best for customer service surveys
  3. Qubicles — Best software for matching agents with call centers
  4. Userlike — Best advanced features for data privacy 
  5. ngDesk — Best for handling issues with external partners
  6. ProProfs Help Desk — Best issue tracker and smart reports
  7. EngageBay — Best for teams who need telephony, sales automation, and multi-deal pipelines
  8. Bitrix24 — Best for solo entrepreneurs 
  9. Mint Service Desk — Best for incident and asset management 
  10. Agile CRM — Best for integration with Google and Twilio
  11. LiveAgent — Best for social media integrations
  12. Kommunicate — Best for customer chat support
  13. Spiceworks — Best for IT professionals and tech brands
  14. FROGED — Best for fixing and avoiding churn rate with customers
  15. SysAid — Best for manufacturing sectors 

What Do You Think?

Customer experience is important, and many companies believe that if they create quality products that customers need, they are providing great CX. This isn’t always the case, and for me, quality software, tools, and new tactics help improve customer service. Saying that, any of the above tools can help teams and managers — especially small businesses and startups. 

Have you tried any of the customer service software listed above? Do you have a CX tool or customer experience management software that you would add to the list? Let me know in the comments!

For more about digital experience management and customer experience management, I invite you to subscribe to The CX Lead newsletter. You can also join the waitlist for The CX community

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