Customer support software is designed to streamline customer interactions by consolidating communication channels into a single platform. These systems use automation to manage customer inquiries, provide self-service options, and route inquiries to the appropriate team member. This results in faster response times and improved customer satisfaction.
Customer Support Software
Our selection of 15 customer support software
Paid version from US$15.00 /month
Improve customer experience with efficient support software that offers automation, ticket management, and self-service options.
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.Read our analysis about Help Scout
Access any computer from anywhere with ease. Control, transfer files, chat and collaborate with Zoho Assist.
Zoho Assist is a remote access software that enables you to access any computer from anywhere with ease. With Zoho Assist, you can control the remote computer, transfer files, chat and collaborate with your team. It is the perfect solution for businesses looking to provide remote support to their clients or collaborate with their team members who are working remotely.Read our analysis about Zoho Assist
Paid version from €9.00 /month
Streamline your customer support with an all-in-one solution. Manage tickets, chats, calls and social media from one place.
With LiveAgent, you can easily track and respond to customer inquiries through multiple channels. The software offers advanced features such as automated ticket distribution, real-time chat translation, and integrations with popular CRM tools. Plus, its user-friendly interface makes it easy to navigate and customize to fit your specific needs.Read our analysis about LiveAgent
Pricing on request
Streamline customer support with powerful software that helps manage customer interactions and improve agent productivity.
With advanced features like call routing, IVR, and real-time reporting, this software optimizes customer experience and helps teams work more efficiently. Its intuitive interface and flexible integration options make it a top choice for businesses of all sizes.Read our analysis about RingCentral Centre de Contact
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.
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.Read our analysis about Service Cloud
Pricing on request
Streamline your customer support with efficient tools for ticket management, live chat, and knowledge base creation.
NewWaySERVICE offers a user-friendly interface with customisable workflows, automation options, and reporting features. Easily track and manage customer inquiries, provide quick resolutions with live chat, and create a comprehensive knowledge base to empower your customers.Read our analysis about NewWaySERVICE
Paid version from €49.00 /month
A customer support software that streamlines communication channels, automates routine tasks, and provides in-depth customer insights, ultimately improving customer satisfaction and retention.
With its intuitive interface, Zendesk allows businesses to manage multiple communication channels in one place, including email, chat, phone, and social media. The software also provides automation features such as ticket routing and canned responses to help agents work more efficiently.Read our analysis about Zendesk
Paid version from €1.00 /month
Boost your customer support with an intuitive software that streamlines communication and automates common tasks.
Luminjo's powerful tools help you manage tickets, prioritize tasks, and collaborate with your team to resolve issues quickly and efficiently. Customizable workflows and analytics enable you to provide exceptional support while tracking your team's performance.Read our analysis about luminjo
Pricing on request
Boost your customer support with a powerful software that offers live chat, ticketing, and chatbot features. Streamline your workflow and improve customer satisfaction.
LiveChat is the all-in-one solution for businesses looking to enhance their customer support. With its intuitive interface, you can easily manage customer queries, assign tickets to team members, and automate responses with chatbots. Plus, its real-time chat feature allows you to engage with customers instantly and increase conversions.Read our analysis about LiveChat
Pricing on request
Streamline customer service with AI-powered chatbots. Automate responses, reduce wait times, and improve customer satisfaction.
With Botmind, your customer support team can handle more inquiries in less time. The software uses natural language processing to understand customer queries and provide accurate responses, freeing up your agents to focus on more complex issues. Plus, with 24/7 availability, customers can get help whenever they need it.Read our analysis about Botmind
Pricing on request
Streamline customer support with advanced features and real-time communication tools.
Apizee Diag Help Desk allows for efficient ticket management, personalized responses, and screen sharing capabilities to quickly resolve customer inquiries. Reduce response times and improve customer satisfaction with this all-in-one solution.Read our analysis about Apizee Diag Help Desk
Pricing on request
Enhance your customer support with cutting-edge software that streamlines communication, boosts engagement, and increases efficiency.
With this software, you can easily manage multiple conversations across various channels, including chat, email, and social media. Its AI-powered tools enable you to provide personalized support, while its analytics features help you optimize your customer service strategy.Read our analysis about iAdvize
Paid version from €39.00 /month
Boost customer satisfaction with efficient support. Streamline communication, track issues, and manage tickets with this software.
With this software, you can easily manage customer support requests and ensure timely resolution. It offers a user-friendly interface, automated ticket tracking, and customisable workflows. Plus, it integrates with other tools to enhance your support capabilities.Read our analysis about Jamespot
Pricing on request
Streamline your customer support process with this software. Manage tickets, automate responses and analyse customer data.
You can easily track customer interactions and responses with this software. It helps you to manage tickets, automate responses and analyse customer data. You can also customise your workflows to streamline your support process.Read our analysis about Khoros
Pricing on request
Streamline customer support with powerful software that automates ticket management, routing, and prioritization.
With this customer support software, you can easily manage customer inquiries, track support tickets, and monitor your team's performance. The system automates routine tasks, freeing up your team to focus on more complex issues. Plus, real-time reporting and analytics give you insights into customer satisfaction and team performance.Read our analysis about ServiceNow
Customer Support software: purchase guide
What is a customer support software?
A customer support software is a professional solution that centralizes multi-channel customer requests and forwards them to the organization's support department (commercial and technical).
Their fields of activity are governed by the ITIL V3 standard.
Before purchase, these solutions allow consumers to request information about the products they are looking at.
After the purchase, they centralize the requests made to the after-sales service:
- Product Use Information
- Assistance and resolution of technical problems (hardware and software)
- Incident and complaint management
How does it work?
The customer support tool collects all customer requests: e-mail, phone, direct chat, social networks. A ticket is created from a form completed online by the customer or internally by the service advisor. It is assigned to an employee (sales manager, technical service, etc.) to be resolved:
- Sending an e-mail with information about a product, etc.
- Schedule an appointment
- Solving a technical problem internally
- Returning a product
The customer who created the ticket can track the progress of his request online. It is automatically notified when it is resolved.
Each agent has an online dashboard. He accesses it via his web browser to track, resolve and close the tickets assigned to him.
The organization's managers can monitor in real time the evolution of customer satisfaction on a dashboard: observe statistics and generate reports.
What are the main features of customer support tools?
We can discuss the functionalities of this software in chronological order: from customer-initiated contact to managers' analysis of service performance.
The customer contacts the after-sales service and carries out actions:
- He completes a form and categorizes it
- It answers automatic questions prior to a telephone call
- It selects answers from a selection proposed by a Chatbot
Based on the actions he has carried out, the request is redirected to the right contact person within the after-sales service.
If the service member cannot directly solve the customer's problem, he/she creates a ticket internally, categorizes it and forwards it to the department in charge of the category. The service and the customer are notified of the creation of the ticket.
Online requests are systematically ticketed and automatically forwarded to the managers.
These tools work on the same principle as a task manager.
The ticket system allows helpdesks to improve customer relations through requests provided in a single ticket. This provides better visibility of requests for assistance and offers a more effective deployment of actions. Ticketing software helps customers to contact good support and optimizes customer relations.
In addition, agents have access to the most important customer information. All this helps to meet needs and increase productivity in solving customer problems.
Service members have online access to a dashboard on which they can view all the tickets allocated to them.
For each ticket, they perform correlated actions and close them:
- Sending an information e-mail: technical and/or functional questions
- Schedule an appointment
- Answer to a dissatisfied customer
- Returning a defective product
- Reimbursement of a customer
- Solving a technical problem, a malfunction
Tickets are archived, an automatic notification is sent to the customer.
When the resolution of a ticket involves several employees, ticketing tools allow related tasks to be scheduled and assigned. The ticket holder is automatically notified when the task is completed.
Some customer support tools have a community space that allows Internet users to interact with each other and with internal experts:
- Exchange information, experiences, help each other, etc.
- Create a collaborative FAQ with recurring questions
A community management tool centralizes and responds to customers' multi-channel messages.
A Web widget is an interesting way to chat live with your customers. A service interface centralizes all conversations. A predictive analysis tool suggests answers, the user just has to click on the suggestions to send them to the chat room.
Customer satisfaction monitoring
A dashboard allows managers to view current tickets by the operator and obtain regular reporting of operations:
- Number of requests processed
- Recurrence by type of demand (functional, technical, regulatory)
- Average time to answer and close tickets
- The average number of interactions per ticket
With these KPIs, they determine the levers for improving customer satisfaction and transforming them into brand ambassadors.
Interoperability with internal CRM software
Synchronizing the customer support tool with the internal Customer Relationship Management tool provides access to the records of customers data who have opened a ticket. In addition, the tool centralizes and stores all interactions with customers (phone, chat, e-mail, social networks, etc.).
Tickets are recorded in the CRM to ensure tracking, traceability and archiving of support tickets.
Who uses customer support software?
Customer support tools are perfectly adapted to SMEs and key accounts.
E-commerce companies are the main targets of customer support tool publishers:
- Pre-purchase support increases the average shopping basket, increases the number of sales, provides "in-store" advice
- Behavioral targeting makes it possible to intervene at key moments in the customer journey
- Technical support allows us to respond to all post-purchase requests
Internally, they are used by all after-sales service managers:
- Support, technical assistance, helpdesk technicians, support technicians
- Functional support
- Call Center Members: Online Support
Why use customer support software in the company?
Although they are central to improve the customer experience and customer satisfaction rate, customer support tools have certain disadvantages.
- Software designed to meet Internet users' expectations in terms of UX
- Reactivity of the support
- Customer loyalty
- Collaboration between the various internal stakeholders of the organization
- Integrate recurring problems into a development roadmap
- Involve clients in the internal process of the organization
- Interoperability with the organization's internal ERP
- The semantic analysis of bots does not replace human interaction: the contextualization of requests can be misinterpreted by the bot
- It may be misunderstood by a client to have to answer several questions before successfully reaching a natural person
Customer Support softwares: Q&A
Effective customer support software should have features such as ticket management, live chat, knowledge base, reporting and analytics, automation, and integrations. These features enable businesses to efficiently manage customer inquiries, provide quick resolutions and improve customer satisfaction.
Customer support is essential for any company as it helps to retain customers, improve customer satisfaction, and increase loyalty. By providing excellent customer support, businesses can also reduce churn rates, increase revenue, and gain a competitive advantage.
The best customer support software options include Freshdesk, Zendesk, Help Scout, Kayako, and Intercom. Each of these software options offer unique features and integrations, allowing businesses to tailor the software to their specific needs.
Some of the free customer support software alternatives include HubSpot, Zoho Desk, Freshservice, LiveAgent, and Hiver. These software options offer basic features, such as ticket management and knowledge base, at no cost. However, more advanced features may require upgrading to a paid plan.