Customer service software

Customer service software is a Customer Relationship and Sales tool designed to manage your organization's Customer Relationship activities. Similar to an extension of the sales department, these tools centralize the omnichannel requests of customers (emails, chats, social networks, etc.) and facilitate their processing.

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What is customer service software?


The category of customer service software refers to relationship management solutions that facilitate interactions with customers and prospects to improve their satisfaction and loyalty.

Customer service software centralizes customers' omnichannel requests (email, chatbot, phone, SMS, mobile application, video conferencing, social networks) and allows you to address from an online interface. This includes:

  • Requests for information or advice on a product or service via live chat or messaging
  • Messages left on community spaces
  • Connecting with the customer support to solve a problem
  • Management of comments and reviews online
  • Etc.

How does it work?

Customer service software works in four steps. First, it allows customers to contact customer service as follow:

  • Send an email to a contact address
  • Complete an online contact form, add attachments
  • Send a message on a live chat
  • Post a message on social networks
  • Etc.

Internally, each message is the subject of a ticket and is assigned to the right person based on pre-established business rules:

  • Categorization of contact forms
  • Community manager for social networks
  • Chatbot with suggestions for preliminary answers
  • Etc.

The various agents have a user account that allows them for ticket management in real time they have to process. One by one, they can answer messages:

  • Request information before choosing a product or service
  • Need help with the operation of a product
  • The technical problem to be reported to technical assistance
  • Messages left on social networks (comments, opinions, etc.)

The customer is automatically notified of the response to his request.

After the interaction, an automatic message can be sent to invite the customer to share his user experience and note the quality of his interaction.

The hotlines follow the same pattern: the customer contacts customer service, answers questions from the voice server, interact with an agent and conducts a complete satisfaction survey.

These SaaS solutions allow you to manage your company's customer service via a browser or a mobile application.

What are the main features of customer service software?

Online support tools

Customer service tools allow you to multiply the touch-points with your customers: contact forms, chats, widgets (Web and mobile), etc. Each message is assigned to the right person based on the ticket allocation rules you have defined. The sender receives an acknowledgment of receipt.

Internally, the tool works according to the same principle as a task manager. Each agent displays on his interface the tickets assigned to him and the associated deadline:

  • He can respond to multi-channel messages from his newsfeed
  • He can transfer the ticket to the after-sales service in the event of a technical problem
  • It can create subtasks and assign them
  • It has a search engine to easily find a customer file, it can put some of them in favorites so that its requests are displayed in priority, etc..

An internal chat allows you to communicate and collaborate with other members of the department.

The customer is automatically notified of the response to his request.

The same principle applies to call centers:

  • The customer answers questions from a vocal server (allocation rules)
  • He enters into a relationship with an agent
  • It can be transferred to other agents
  • It can be the subject of a ticket transferred to the support

A dashboard and performance reports measure the number of customer interactions, customer satisfaction, and service quality.

Feedback collection 

Automatic emails can be sent to customers to collect feedback:

  • Scores and opinions on the products they have just purchased
  • Satisfaction surveys after posts with customer service or support

They are also invited to share their experiences (notes and opinions) online on the company's website, a comparator, social networks, etc.

The customer portal

Dedicated portals allow customers to be invited to search for answers to their requests themselves.

A community space allows customers to share their user experiences on certain products, share tips and tricks, exchange certain themes (related to the organization's activity).

An FAQ section allows you to formalize the answers to frequently asked questions.

To interact with your company, the customer area has:

  • From a live chat
  • A module for opening and tracking tickets

A web widget inserted in the company's website allows customers, Internet users, prospects to enter requests, and be redirected to related articles.

More recently, chatbots with artificial intelligence can interact with customers.

Integration with internal CRM software

The customer service tool automatically logs all interactions (tickets, exchanges: call, email, etc.) in your CRM.

This facilitates collaboration and productivity for customer service, support, and sales teams.

Why should you use customer service software?

Customer service tools can improve the overall experience, and therefore loyalty. However, they have some disadvantages.


  • Measurement of customer satisfaction and definition of areas for improvement
  • Improvement in the quality of customer service (proximity), a source of brand loyalty and attachment
  • Inspiring interactions for R&D
  • Evolutive software that constantly adapts to new customer expectations
  • Centralization of interactions and history
  • Non-intrusive approach for the client


  • Attribution rules (questions and suggested answers) may be poorly perceived by clients seeking an individualized experience
  • The use of bots is double-edged. If the client requests complex information that the bot cannot understand, he will not provide a relevant answer. The customer will not be satisfied and could leave

Complementary solutions of Customer Service

Customer relationship management

Customer Support

Reservation & Booking

Customer Experience

Sales Intelligence

Customer Engagement

Call Centre

Product Configurator

Sales Force Automation

Sales Enablement

Contact Management

Pricing Optimisation

Customer Loyalty

Point of Sale (POS)

Data Extraction

Sales Management

Predictive Lead Scoring

Customer Satisfaction

Lead Management

Customer Success Software