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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 centralise the omnichannel requests of customers (emails, chats, social networks, etc.) and facilitate their processing.

Customer Service : related categories

Our selection of 32 customer service software

Freshdesk

Customer experience and service simplified thanks to AI

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4.4
Based on +200 reviews
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Appvizer calculates this overall rating to make your search for the best software easier. We've based it on user-generated verified reviews on industry-leading websites.
close-circle Free version
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Paid version from US$15.00 /month

Streamline customer service with a top-rated software. Automate ticket management, track customer interactions, and provide multi-channel support.

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Increase customer satisfaction with Freshdesk's intuitive interface and robust reporting tools. Collaborate with teams, use AI-powered chatbots, and integrate with third-party apps for seamless workflows.

Read our analysis about Freshdesk

Benefits of Freshdesk

check Ergonomic interface available in 20 languages

check Easy-to-use with personalised support

check Secure storage (TRUSTe, GDPR, ISO 27001)

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Zoho Desk

Transform Your Customer Service with Contextual Awareness

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4.6
Based on +200 reviews
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Appvizer calculates this overall rating to make your search for the best software easier. We've based it on user-generated verified reviews on industry-leading websites.
check-circle Free version
check-circle Free trial
check-circle Free demo

Paid version from €7.00 /month

Automate customer support with an all-in-one solution. Streamline communication, track issues and resolve tickets efficiently.

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With a centralised dashboard and customisable workflows, Zoho Desk helps teams collaborate and prioritise tasks. Advanced analytics and AI-powered tools provide insights to improve customer satisfaction.

Read our analysis about Zoho Desk

Benefits of Zoho Desk

check Supercharge your team with contextual AI

check Manage tickets and everything else in one place

check Empower every agent to delight every customer

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Service Hub

Innovative Solution for Customer Service Excellence

No user review
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Pricing on request

A comprehensive Customer Service platform, offering ticketing, live chat, and knowledge base capabilities.

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Service Hub stands out as a cutting-edge Customer Service software, providing businesses with a unified solution to handle service requests efficiently. It combines ticketing systems, live chat tools, and a comprehensive knowledge base, facilitating seamless interactions between businesses and their customers. It aids in streamlining support operations, ensuring quick and effective responses to enquiries, thereby improving overall customer satisfaction and loyalty.

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Help Scout

Customer support software

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4.4
Based on +200 reviews
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Appvizer calculates this overall rating to make your search for the best software easier. We've based it on user-generated verified reviews on industry-leading websites.
close-circle Free version
close-circle Free trial
close-circle Free demo

Paid version from US$15.00 /month

Improve customer experience with efficient support software that offers automation, ticket management, and self-service options.

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Streamline your support process with Help Scout's automation features, including workflows and saved replies. Manage your tickets with ease and empower your customers with self-service options such as knowledge base articles and chatbots.

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Service Cloud

Customer Service Software to Build Customer Loyalty

No user review
close-circle Free version
check-circle Free trial
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Paid version from €75.00 /month

Streamline customer support with cloud-based software. Improve team efficiency and customer satisfaction with automated workflows and real-time reporting.

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Service Cloud enables businesses to manage customer inquiries across multiple channels, including email, phone, and social media. The software's intuitive interface and automation capabilities reduce response times and increase first-call resolution rates. Real-time reporting and analytics provide insights into team performance and customer satisfaction levels.

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Benefits of Service Cloud

check Complete customer history with Salesforce integration

check Artificial Intelligence can anticipate an activity

check Scalable platform from 1 to 10 thousand users

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easiware

A solution to manage and centralize customer interactions

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4.3
Based on 60 reviews
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Appvizer calculates this overall rating to make your search for the best software easier. We've based it on user-generated verified reviews on industry-leading websites.
close-circle Free version
check-circle Free trial
check-circle Free demo

Paid version from €30.00 /month

Boost customer satisfaction with intuitive software that streamlines support requests and efficiently manages customer interactions.

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Easiware's customer service software enhances support team productivity by automating routine tasks and providing detailed customer insights for personalised service. Its user-friendly interface and multi-channel support options make it easy to stay on top of customer requests and deliver exceptional customer experiences.

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Benefits of easiware

check All in one platform for customer interactions management

check Offline and online: covers all channels, including stores

check AI applied to customer relations - semantic analysis

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Gladly

Customer Service Solution with Seamless Communication

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4.8
Based on +200 reviews
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Appvizer calculates this overall rating to make your search for the best software easier. We've based it on user-generated verified reviews on industry-leading websites.
close-circle Free version
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Pricing on request

Streamline customer service with efficient software that tracks customer interactions and offers real-time support.

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Gladly's customer service software offers a user-friendly interface, customizable workflows, and AI-powered insights to improve customer satisfaction. With Gladly, agents can easily manage multiple channels and collaborate with colleagues to provide seamless support.

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HappyFox

Streamlined Customer Support with Enhanced Efficiency

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4.5
Based on +200 reviews
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Appvizer calculates this overall rating to make your search for the best software easier. We've based it on user-generated verified reviews on industry-leading websites.
close-circle Free version
close-circle Free trial
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Pricing on request

Streamline customer service with a powerful software that offers ticket management, automation, and reporting.

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With HappyFox, you can easily manage customer queries, automate repetitive tasks, and track performance with insightful reports. The software's intuitive interface and robust features make it a top choice for businesses looking to enhance their customer service experience.

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inContact

Customer Service Software

No user review
close-circle Free version
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Pricing on request

Enhance your customer service experience with advanced software that streamlines communication and increases efficiency.

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Our software offers a range of features including automated call routing, real-time reporting, and omnichannel support to ensure your customers receive the best service possible. With inContact, you can easily manage your customer interactions and improve your overall customer satisfaction.

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JIRA Service Management

Software that centralises customer relations

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4.5
Based on +200 reviews
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Appvizer calculates this overall rating to make your search for the best software easier. We've based it on user-generated verified reviews on industry-leading websites.
close-circle Free version
close-circle Free trial
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Pricing on request

Streamline customer service with powerful software. Automate requests, track issues, and resolve problems quickly with intuitive tools.

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Manage customer requests efficiently with automated workflows and SLA tracking. Collaborate effortlessly with your team and access real-time insights to improve service quality.

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Smart Tribune

Enhance Customer Experience with Advanced Helpdesk Solutions

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4.4
Based on 33 reviews
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Appvizer calculates this overall rating to make your search for the best software easier. We've based it on user-generated verified reviews on industry-leading websites.
close-circle Free version
close-circle Free trial
check-circle Free demo

Pricing on request

Enhance your customer service with AI-powered software that streamlines communication, automates responses, and offers real-time analytics.

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Smart Tribune is a customer service software that uses AI to improve your customer experience. With its automated responses, you can handle high volumes of inquiries quickly and accurately. Its real-time analytics allow you to track customer feedback and make data-driven decisions.

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Benefits of Smart Tribune

check Selfcare and Digital Customer Relationship Consulting

check SEO improvement

check Solutions on the entire Self-service value chain

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NetSupport 24-7

Reliable Remote Support Software for Efficient Assistance

No user review
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Pricing on request

Streamline your customer service with software that maximises efficiency and enhances communication.

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NetSupport 24-7 is designed to help you manage customer queries seamlessly, with features like live chat, remote desktop control, and file transfer. With this software, you can handle multiple support requests at once, access customer details easily, and improve customer satisfaction.

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Pega Customer Service

Revolutionise Customer Support with Advanced CRM Tools

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4.2
Based on 29 reviews
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Appvizer calculates this overall rating to make your search for the best software easier. We've based it on user-generated verified reviews on industry-leading websites.
close-circle Free version
close-circle Free trial
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Pricing on request

Streamline your customer service with a powerful software that integrates data from multiple sources and automates routine tasks.

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Pega Customer Service allows you to deliver personalised experiences to your customers by leveraging AI, predictive analytics and real-time insights. The software provides a 360-degree view of the customer and enables seamless communication across channels. With Pega, you can resolve issues faster, reduce call handling time and increase customer satisfaction.

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Qelp

Revolutionise Customer Support with AI Solutions

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4.0
Based on 1 reviews
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Appvizer calculates this overall rating to make your search for the best software easier. We've based it on user-generated verified reviews on industry-leading websites.
close-circle Free version
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Pricing on request

Enhance customer satisfaction with our customer service software. Streamline communication, track tickets, and automate responses for efficient support.

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Qelp's customer service software allows you to provide top-notch support by centralising communication channels and automating repetitive tasks. Track ticket progress and measure customer satisfaction to improve your service.

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ShareNet Customer Service

Revolutionise Customer Service with CRM Efficiency

No user review
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Pricing on request

Streamline customer support with our software's intuitive interface, automated workflows and real-time reporting.

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Our customer service software offers a comprehensive solution for managing customer interactions. With its easy-to-use interface, you can quickly create and assign cases, track progress and automate common tasks. Real-time reporting gives you insights into key metrics, so you can monitor performance and identify areas for improvement.

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Vivocha

Enhance Customer Interaction with Live Engagement

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4.5
Based on 8 reviews
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Appvizer calculates this overall rating to make your search for the best software easier. We've based it on user-generated verified reviews on industry-leading websites.
close-circle Free version
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Pricing on request

Boost customer satisfaction with a top-rated customer service software. Automate tasks, track performance, and provide real-time support.

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With advanced analytics and reporting, you can track customer interactions across multiple channels. Customise your chatbot, provide proactive support, and improve your team's productivity with a single platform.

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WebQA

Streamline Your Processes with Cutting-Edge QA Tools

No user review
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Pricing on request

Streamline customer service with powerful software that automates responses, tracks customer interactions and offers real-time support.

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WebQA is designed to help you manage customer service more efficiently. With automation, you can respond to customer queries faster and more accurately. The software also offers real-time support, which means you can quickly resolve any issues as they arise.

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TICK&HELP

Efficient Customer Support for Ticket Management

No user review
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Pricing on request

Increase customer satisfaction with our Customer Service software. Streamline communication, manage tickets, and track performance all in one place.

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TICK&HELP simplifies your customer service tasks. With its user-friendly interface, you can easily manage customer interactions, assign tickets, and track metrics. Say goodbye to scattered communication and hello to happier customers.

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Cogito

AI-Driven Insights for Enhanced Decision-Making

No user review
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Pricing on request

Improve customer service with our software that streamlines communication, automates tasks and provides actionable insights.

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Cogito's customer service software allows agents to handle inquiries through multiple channels, including social media, email and phone. With automated workflows, agents can easily manage tickets, prioritize tasks and collaborate with team members.

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Callbell

Effortless Team Communication Management Tool

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4.4
Based on 53 reviews
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Appvizer calculates this overall rating to make your search for the best software easier. We've based it on user-generated verified reviews on industry-leading websites.
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close-circle Free trial
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Pricing on request

Streamline customer service with this powerful software. Manage multiple channels, automate responses and collaborate with your team.

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Improve your customer support experience with Callbell. With its multi-channel integration, you can manage all your communication channels in one place. Automate responses and collaborate with your team to resolve customer issues efficiently.

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Customer Service software: purchase guide

What is customer service software?

Definition

Customer service software refers to relationship management solutions that facilitate interactions with customers and prospects to improve their satisfaction and loyalty.

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

  • Requests for information or advice on a product or service via live chat or messaging
  • Messages left on community spaces
  • Options for customer support connect with customers to help solve a problem
  • Tools to manage comments and reviews online

How does it work?

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

  • 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

Internally, each message is the subject of a support ticket and is assigned to the right person based on pre-established business rules, which can automatically sort requests. These could be useful to:

  • Categorise a request based on answers to a contact form
  • Send messages from social media directly to the community manager
  • Provide suggestions and preliminary answers through a chatbot

Support staff are given a user account that allows them to manage tickets in real-time. They can answer messages individually, such as:

  • Requests for information before choosing a product or service
  • Help requests regarding the use of a product
  • Technical problem reports, which can be forwarded 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 their user experience and rate the quality of the interaction.

Hotlines follow the same pattern: the customer contacts customer service, answers questions from the voice server, interact with an agent and is sent a follow-up 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 acknowledgement of receipt.

Internally, the tool works according to the same principle as a task manager. The interface help agents track the tickets they were assigned to and the associated deadline. Through this dashboard, they can:

  • Respond to multi-channel messages from their newsfeed
  • Transfer the ticket to the after-sales service in the event of a technical problem
  • Create subtasks and assign them to relevant agents
  • Use a search engine easily find customer files easily
  • Assign different priority levels to customer files and requests

An internal chat allows agents to communicate and collaborate with other team members from the same or other departments.

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

The same principle applies to call centres:

  • The customer answers questions from a vocal server (allocation rules)
  • He enters into a relationship with an agent
  • The call can be transferred to other agents
  • A ticket can be issued and transferred to customer support

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

Feedback collection 

Automatic emails can be sent to customers to collect feedback, including:

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

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

The customer portal

Dedicated portals allow customers to be created so users can search for answers to their requests themselves.

A community space allows customers to share their user experience on certain products, share tips and tricks, discuss themes related to the organization's activity, and more.

Q&A sections can help customers find the answers to the most commonly asked questions.

To interact with your company, customers can use:

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

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

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

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.

Advantages

  • Measurement of customer satisfaction and definition of areas for improvement
  • Improvement in the quality of customer service: the added feeling of proximity can be a source of brand loyalty and attachment
  • Inspiring interactions can be collected: feedback can be used in R&D
  • SaaS are evolutive software that constantly adapts to new customer expectations
  • Centralization of interactions and history
  • Non-intrusive and on-demand approach for the client

Disadvantages

  • Attribution rules (questions and suggested answers) may be poorly perceived by clients seeking an individualised experience
  • The use of bots is a double-edged sword: if the client requests complex information, the bot could fail to deliver relevant answers

The Best SaaS Customer Service Software

Customer Service softwares: Q&A

How does a customer service software work?

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A customer service software helps businesses manage customer interactions across multiple channels such as email, phone, chat, and social media. It allows agents to create and track tickets, manage customer profiles, and quickly access customer history. Additionally, it can automate repetitive tasks like ticket routing and response templates to improve efficiency.

What features should I look for when looking for customer service software?

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The features you should look for in customer service software include a ticketing system, a knowledge base, live chat, social media integration, reporting and analytics, automation, and multi-channel support. Other important features to consider are integrations with other business tools, customisation options, and mobile accessibility.

What are the benefits of customer service for my company?

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Investing in customer service software can benefit your company in several ways. It can improve customer satisfaction by providing quick and efficient support, increase customer retention and loyalty, and reduce customer churn. It can also streamline communication between agents and departments, improve team collaboration, and provide valuable data for business decisions.

What are the best customer service software options?

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The best customer service software options in the UK market include Zendesk, Freshdesk, Salesforce Service Cloud, Zoho Desk, and Intercom. Each one has its own unique features and pricing plans, so it's important to evaluate your business needs and budget before making a decision.

What are the free customer service software alternatives I could try?

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Some free customer service software alternatives include Freshdesk's free plan, Zoho Desk's free plan, and HubSpot's free service hub. While these options may have limited features, they are a great way to get started with managing customer support without investing any money upfront.