Delivering excellent customer service is crucial for business success – 80% of consumers will continue patronizing companies that provide great support, even after mistakes. Yet juggling an overload of channels like phone, email, chat, social media, and self-service makes achieving responsive, seamless CX challenging.
In this blog, we explore the top 10 customer service software solutions for aligning people, processes, and information. Compare pros and cons across platforms to determine the best fit for your business needs and budget. With the right customer support platform, teams can collaborate smoothly, resolve issues faster, and create customer experiences that fuel loyalty.
Key Takeaways
- Customer support software, also known as customer service software, is a tool or platform that is used by companies to effectively manage customer relationships and provide customer service.
- Some of the main functions of customer service software tools include ticketing, live chat, knowledge bases, reporting, and integrating with other platforms to give agents a full view of the customer.
- The right customer service software can streamline communications, improve response times, quickly resolve customer support requests, and gather important customer insights.
What is Customer Service Software?
Customer service software is a platform used by companies to manage customer relationships and deliver effective support. It allows support teams to track, respond to, and resolve customer inquiries across multiple communication channels in one centralized system.
Customer service platforms centralize all customer data and conversations in one system to give agents a holistic view of each customer. This improves personalization, problem-solving, and relationship-building. Customer service software can also provide insights through reporting and analytics.
Some of the main functions of customer service software tools include ticketing, live chat, knowledge bases, reporting, and integrating with other platforms to give agents a full view of the customer.
How Does Customer Service Software Work?
Customer service software solutions work by providing a centralized platform for businesses to manage and respond to customer inquiries and support requests. Here’s how it typically works in steps:
1. Customer Inquiry Initiation: Customers reach out for support through various channels such as email, chat, phone, or social media.
2. Ticket Creation: The software automatically creates a ticket for each customer inquiry, capturing relevant details like customer information, issue description, and communication history.
3. Ticket Assignment: The system assigns the ticket to an appropriate support agent or team based on predefined rules, such as issue type or agent expertise.
4. Agent Response: The assigned agent reviews the ticket and responds to the customer through the chosen communication channel, providing assistance or solutions.
5. Issue Resolution: The agent works to resolve the issue, updating the ticket with notes, actions taken, and any customer interactions throughout the process.
6. Follow-Up: Once resolved, the agent may follow up with the customer to ensure satisfaction and gather feedback.
7. Reporting and Analytics: The software collects data on ticket volume, response times, and customer communication, allowing businesses to analyze performance and improve service strategies.
8. Knowledge Base Updates: Common issues and solutions are documented in a knowledge base, helping agents and customers find answers more quickly in the future.
Related reads: How to use WhatsApp for Customer Service?
Top 12 Customer Service Software Platforms for Businesses
Providing exceptional customer service is key to any successful business. The right customer service software can streamline communications, improve response times, quickly resolve customer support requests, and gather important customer insights. Here are the top 10 customer service software platforms that businesses are using in 2023 to deliver superior customer experiences:
Our selection process for [Customer Service Software] is conducted by carrying out thorough research and scrutiny. These tools are selected based on usability and satisfaction factors, which include features, ease of use, ratings, and reviews from SoftwareSuggest, G2, and Capterra. We are committed to helping businesses make informed decisions to enhance their operational efficiency and productivity.
1. ControlHippo
ControlHippo is one of the best customer service solutions that streamlines WhatsApp communication for businesses. With its shared messaging inbox and CRM integrations, teams can handle high volumes of messages across locations seamlessly. Insights from conversations help deliver targeted support. Automation and multi-user access let businesses respond faster while maintaining consistency. ControlHippo empowers the customer service team with unified oversight of all WhatsApp communications.
Features
- Connect one or Multiple numbers
- Automatically sync WhatsApp messages with your CRM softwares like Pipedrive, HubSpot, Zoho and Slack
- Shared Inbox interface to manage WhatsApp messaging in real-time
- Chrome Extension for embedded chat view from any CRM
- Start new WhatsApp chats without saving in a contact book
- WhatsApp Quick Reply templates for your team
- Automatically assign and track responsibility for chats using customized labels
Pros
- ControlHippo customer service software enables agents to handle a range of WhatsApp numbers, promoting accuracy.
- Offers smooth integration with platforms like Slack and HubSpot, streamlining support operations in a centralized manner.
- Centralizes customer interactions, optimizing efficiency through thorough oversight and consolidation for improved service.
- This customer service solution provides exceptional customer service to enhance user experience.
Cons
- Certain users might need an adjustment period to familiarize themselves with the platform's advanced functionalities.
- ControlHippo primarily prioritizes integration with WhatsApp, offering limited support for alternative communication platforms.
- Encounters occasional freezing issues.
Pricing
- Free Trial: 10 days
- Bronze: $20 Per user/month billed annually
- Silver: $28 Per user/month billed annually
- Gold: Contact Us
*Pricing accurate as of: 14-06-2024
2. Zoho Desk
Zoho Desk is a leading customer service management software that boosts agent productivity and the customer experience. With tight CRM and other tool integrations, support workflows are streamlined. A shared inbox, phone support, and chat drive towards quick issue resolutions. Team management and AI self-service capabilities aid scaling support operations. Zoho Desk equips businesses with robust yet affordable software for centralized customer service.
Features
- Ticket management
- Self-service portal
- Automation & integrations
- Reporting & customization
Pros
- Users can tailor the platform precisely to meet your unique platform requirements.
- The platform considers customer behavior and interactions, improving our ability to foresee their needs accurately.
- This customer service solution is adaptable, accommodating diverse usage needs.
- The customer access portal's home page is preconfigured and allows additional customization of content.
Cons
- Customization options are restricted to the lower subscription tiers.
- Users new to the system may find the user interface confusing.
- There's a lack of a desktop client, which is a limitation.
Pricing
- Free: $0
- Standard: $10
- Professional: $17
- Enterprise: $30
Sprout Social unites sales, marketing, and support conversations across all networks. By connecting relevant teams, silos are eliminated, and cohesive experiences are delivered. Features like delegation, personalization, and in-app collaboration make agents and networks fast and efficient. Sprout Social seamlessly facilitates productive cross-channel conversations between customers and representatives.
Features
- Reporting and analytics
- Tracking and reporting
- In-app collaboration
- Customer segmentation
- Social media monitoring/management
- Post scheduling
Pros
- The platform offers content scheduling capabilities.
- This customer service tool provides robust data analysis and reporting features.
- It supports multiple social media platforms.
- The platform is user-friendly and easy to navigate.
Cons
- The pricing is on the higher side.
- Occasionally, support response times can be slow.
- Not all social networks have native support within the platform.
Pricing
- Standard: $89
- Professional: $149
- Advanced: $249
Recommended: Best Zendesk Alternative
4. HootSuite
Hootsuite simplifies customer engagements and scheduling across multiple social media with one intuitive dashboard. Features and integrations remove time-wasting tasks so businesses can focus on quality support. Teams can efficiently assign and approve posts to engage customers when they are most receptive. Hootsuite empowers delivering customized care at scale across all customer touchpoints.
Features
- Tracking and reporting
- Customer segmentation
- Automated tagging and assignments
- Inbox analytics
- Social media monitoring/management
- Post scheduling
Pros
- This customer support software effectively consolidates data, providing insights into the level of engagement across all platforms.
- The mobile site offers a user-friendly experience.
- Notifications are conveniently delivered within the app.
- It allows for easy rescheduling and editing of posts.
Cons
- The user interface can be difficult to learn and navigate at times.
- There are occasional errors encountered when posting.
- Some businesses perceive the cost as excessive for their needs.
Pricing
- Professional – $99 per month
- Team – $249 per month
- Business Starting – $739 per month
- Enterprise – Custom pricing
5. MailChimp
MailChimp facilitates personalized email campaigns and segmentation for accurate updates. The all-in-one platform includes eCommerce tools for growing businesses. Audience connectivity, campaign creations, and online selling tools multiply outreach impact. Help desk integrations tie the line seamlessly for continual involvement across all touchpoints. Mailchimp thrives as customers grow with consistent yet customized care.
Features
- Email automation & templates
- Live results tracking
- Tracking and reporting
- Behavioral targeting
- Landing pages
- Pop-up forms
- Retargeting ads
- Customer journey builder
Pros
- The system allows for efficient organization and management of email lists categorized according to specific criteria.
- Integration with website forms enables seamless capturing and storage of contact details for streamlined communication.
- The platform offers clear and user-friendly customer data presentation regarding the success of mailing activities.
- Users can easily add or remove email addresses from their campaigns, providing flexibility and control over their communications.
Cons
- The standard plan lacks phone support, which can be inconvenient for users seeking immediate assistance.
- The platform could improve clarity and guidance on how to effectively manage lists.
- The origins of AI-generated materials lack clarity and transparency, raising concerns about their source.
Pricing
Marketing
- Essentials – $9.99 per month
- Standard – $14.99 per month
- Premium – $299 per month
Website & eCommerce
- Free – $0 per month
- Core – $10 per month
- Plus – $29 per month
Related reads: How to Schedule WhatsApp Messages?
6. SurveyMonkey
SurveyMonkey swiftly designs and distributes surveys to collect customer feedback without disrupting workflows. Integrations consolidate insights directly into the agent experience. Asking questions and understanding responses drives continuous improvement of support quality. SurveyMonkey streamlines gathering sentiment to enhance every customer interaction.
Features
- Unlimited surveys and survey questions
- A/B testing & survey personalization
- Industry benchmarks
- Multilingual surveys
- Survey control sharing
Pros
- This customer service platform maintains the anonymity of identifiable information, ensuring privacy.
- Allows for scheduled survey closure, removing the need for manual intervention.
- Facilitates efficient categorization of responses within a survey.
- Offers robust design features for various survey modifications.
Cons
- The survey design options could be expanded to provide more versatility.
- Navigation can pose challenges, although overall usability is straightforward.
- Limitations on the number of supported devices may be restrictive.
Pricing
Business plans
- Team Advantage – €30 per user per month
- Team Premier – €75 per user per month
- Enterprise – Custom pricing
Personal plans
- Premier Annual – €99 per month
- Advantage Annual – €36 per month
- Standard Monthly – €39 per month
7. Recurly
Recurly empowers subscription management from a single support dashboard. Agents can view and update subscriber plans seamlessly without switching systems. Discount codes, recurring payments, and the full lifecycle are efficiently governed. Recurly delivers simplified subscription care wherever customers engage with representatives.
Features
- Custom report builder
- Advanced email deliverability
- Oracle Netsuite integration
- 30+ supported languages
- ACH payment method
- Custom gateway routing
- Gateway failover
- Manual invoicing
Pros
- This customer service platform adeptly manages both individual and multiple accounts for subscription setups.
- It offers robust billing customization features, allowing adjustments in cadence, pricing, and more.
- Effortlessly facilitates the creation of customer accounts and invoices, offering a secure billing link generation without the need for sharing credit card information via chat, phone, or email.
- Exceptional and prompt customer support ensures smooth operations and quick issue resolution.
Cons
- Integration with other products could be made more seamless.
- Enhancing the ability to set default values for coupon code generation would improve efficiency.
- Page loading times are notably sluggish, and sessions tend to time out swiftly due to brief periods of inactivity.
Pricing
- Custom pricing
Recommended: Best Trengo Alternative
8. SalesForce
Salesforce Service Cloud unites support and sales for enhanced customer satisfaction & journeys. It conveys insights anywhere via Slack or other preferred channels. Field service extensions and AI tools augment agent effectiveness. Customizable to any scale, Salesforce is perfectly suited for enterprises seeking an all-in-one solution.
Features
- Lead management
- Ticketing management
- Reporting and analytics
- Email integration
- Call center management
Pros
- This customer service platform offers a range of customizable options to tailor to individual needs.
- Functioning as a comprehensive CRM, sales, and marketing solution, it streamlines various business processes.
- It seamlessly integrates with diverse tools and platforms, enhancing overall efficiency.
- Users benefit from exceptional and responsive customer support, ensuring smooth operations.
Cons
- The software presents a steep learning curve, requiring significant time and effort for users to become proficient.
- Utilizing Salesforce may incur notable costs, potentially impacting the organization's budget.
- The mobile app's functionality is somewhat limited, restricting accessibility and convenience for users on the go.
Pricing
- Essential: $25
- Professional: $75
- Enterprise: $150
- Unlimited: $300
9. Freshdesk
Freshdesk scales simply through refined UX, workflow automation, and intelligence wherever teams interact with clients. Adaptive configurations optimize every industry while transparent costs deliver immediate results. Combining specialized skillsets from agents with AI accelerates issue resolutions company-wide. Freshdesk catapults service to new heights wherever businesses connect with customers.
Features
- Omnichannel ticketing
- Custom inbox views
- Omnichannel dashboard & analytics
- Chatbot builder
- Customer self-service knowledge base
Pros
- This customer service management software is user-friendly, making it easy to navigate and utilize.
- It offers template features for quick and standardized responses, improving efficiency.
- The workflow within the ticketing system is well-structured and user-friendly.
- Reminder emails are integrated, helping with timely follow-ups and notifications.
Cons
- Depending on your plan, you may not have access to some valuable features.
- The user interface for automation could be improved to enhance usability.
- There's a need for better filtering and assigning functionalities to optimize workflow management.
Pricing
- Free: $0
- Growth: $15
- Pro: $49
- Enterprise: $79
10. Jira Service Management
Jira Service Desk consolidates internal and external support on a solitary system. It removes communication silos through direct Slack assistance and exclusive developer tools. Standardized best practices ensure error-free assistance while accommodating all company sizes. Jira champions cohesive help seamlessly connecting customers to solutions.
Features
- Conversational ticketing
- Scrum and Kanban boards
- Agile reporting
- Commits, branches, pull customer requests
- Deployment status
- Reporting and metrics
- Incident, problem, change, and asset management
Pros
- Field personnel can independently generate tickets without the need to contact the help desk for assistance.
- Sending updates to requesting parties is a streamlined and simple process.
- The ticket ownership can be smoothly transferred to different staff members.
- This customer service platform permits the creation of personalized dashboards and filters according to user preferences.
Cons
- The system lacks integration with a knowledge base for seamless information access.
- Customers are unable to access support through various social media channels.
- Staff members are unable to make spontaneous field changes in the system.
Pricing
- Standard – $7 per user per month
- Premium – $14 per user per month
- Enterprise – Starting from $122,250 per year
Recommended: Best Trengo Alternative
11. HelpScout
HelpScout is a customer service platform designed to streamline communication and improve customer satisfaction. It offers a shared inbox that allows teams to collaborate on customer inquiries from various channels, including email, live chat, and social media. This customer support software ensures easy access and integration with other business tools, making it suitable for small to medium-sized businesses.
Key Features
- Omnichannel Support
- Searchable Articles
- Ticket Collaboration
- iPhone app
- 40+ integrations
Pros
- The tool is strongly suited for personalization and optimal individual performance.
- Escalating and de-escalating issues can be easily done with the platform.
Cons
- The platform uses excessive lightbox popups, which results in loss of work if you click outside the box.
- There are potential issues with integrating internal software.
Pricing
- Standard: $75/mo
- Plus: $200/mo
- Pro: $850/mo
12. Hiver
Hiver is a customer service management software and an email collaboration tool designed primarily for teams using Gmail. It transforms Gmail into a help desk by allowing users to manage shared inboxes without leaving the Gmail interface. Hiver enables teams to assign emails, track responses, and maintain accountability through features like email notes and reminders.
Key Features
- Shared labels
- Customer portal
- Conversation followers
- Conversation ID
- Shared drafts
- Email templates
- Permalinks
- Workload distribution
Pros
- The platform organizes and prioritizes the service tickets.
- Manage support emails with more transparency than Gmail Groups.
Cons
- There is no way to create a support ticket unless related to an email already received.
- Some users report a steep learning curve for new features.
Pricing
- Lite: $19/per user/mo
- Growth: $29/per user/mo
- Pro: $49/per user/mo
- Elite: Contact the sales team
Wrapping Up
As consumer expectations for quick, contextual support continue to rise, customer service teams need advanced customer service tools to work smarter and more efficiently. Solutions like ControlHippo, Salesforce, and MailChimp provide the collaboration tools, productivity boosters, and data integration needed to deliver seamless omnichannel experiences.
Evaluate your organization’s specific support requirements and pain points before selecting a platform. Aim for unified customer service tools that reduce context switching and manual processes – your agents and customers will thank you.
Customer service software alone can’t magically create great experiences. But combined with well-designed workflows, knowledgeable agents, and CX-focused leadership, the right platforms enable teams to achieve their purpose: fostering customer loyalty through positive service interactions, issue resolution, and human connection.
Meet rising expectations in 2024 with cloud-based customer service tools that power personalized, frictionless support across channels.
Updated : September 25, 2024
Hiba Ali is a talented content writer focused on business communication solutions, including omnichannel strategies. With her extensive experience, Hiba produces insightful and easy-to-understand content that aids businesses in refining their communication practices. Her clear writing makes complex topics accessible.
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