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Customer Support Software

Customer Support : related categories

Our selection of 37 customer support 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)

Learn more

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Document360

The advanced knowledge base that scales SMBs to enterprises

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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.
check-circle Free version
check-circle Free trial
check-circle Free demo

Paid version from US$199.00 /month

Streamline your knowledge management process with this software that organises your information and makes it easily accessible.

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With this software, you can create a centralised knowledge base, organise your content into categories, and customise your documentation with branding and formatting options. Its search functionality and analytics provide insights into user behaviour and content performance, allowing you to continually improve your knowledge management process.

Read our analysis about Document360

Benefits of Document360

check Real-time collaboration ensures content quality and consistency.

check Seamlessly integrates with Slack, Zendesk, and other tools.

check Easily scales to accommodate growing documentation needs.

Learn more

To Document360 product page

Zoho Assist

User-friendly tool for businesses who need support or access

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4.7
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

Pricing on request

Access any computer from anywhere with ease. Control, transfer files, chat and collaborate with Zoho Assist.

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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

Benefits of Zoho Assist

check Remote control

check Smooth interface

check Compatible with other devices

Learn more

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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

Learn more

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POWR

Fully Customized No-Code Plugins

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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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Pricing on request

Streamline digital processes with this no-code platform, offering customisable solutions for businesses.

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POWR is an innovative SaaS platform allowing users to craft, customise, and deploy digital solutions without needing to write a single line of code. It empowers businesses to streamline online forms, e-commerce integrations, and customer engagement tools through a suite of user-friendly applications. Perfect for businesses seeking to enhance their digital presence swiftly and efficiently.

Read our analysis about POWR

Benefits of POWR

check Patented live editor for instant updates

check Integrates with nearly every site builder platform available (1,000+)

check An extensive suite of plugins for every customer journey

Learn more

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Service Hub

Innovative Solution for Customer Service Excellence

No user review
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close-circle Free demo

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.

Read our analysis about Service Hub
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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
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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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Hiver

Transform Gmail into a Helpdesk: Efficient & Easy!

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4.7
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
check-circle Free trial
check-circle Free demo

Pricing on request

Efficiently manage tasks with this software's intuitive interface and powerful tools. Streamline teamwork and boost productivity with ease.

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With this task management software, you can easily assign and track tasks, set deadlines, and collaborate seamlessly with your team. Its user-friendly interface and advanced features make it the perfect solution for businesses of all sizes.

Read our analysis about Hiver

Benefits of Hiver

check Email Delegation and Tracking

check Shared Inbox for Team Collaboration

check Enhanced Customer Support and Feedback Management

Learn more

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Service Cloud

Customer Service Software to Build Customer Loyalty

No user review
close-circle Free version
check-circle Free trial
check-circle Free demo

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.

Read our analysis about Service Cloud

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

Learn more

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Contact mail

LiveAgent

An omnichannel support tool for all your channels

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4.7
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 €15.00 /month

Streamline your customer support with an all-in-one solution. Manage tickets, chats, calls and social media from one place.

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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

Benefits of LiveAgent

check 24/7 customer service

check Live chat with real time typing view

check Integrated inbound and outbound call center

Learn more

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Zendesk

Enhance Customer Support with Leading Help Desk Solution

No user review
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close-circle Free trial
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Paid version from €49.00 /month

Zendesk is a premier software solution tailored for businesses aiming to elevate customer experience.

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Designed for companies of all sizes, its standout features include integrated ticket management, robust customer communication tools, and comprehensive analytics to outclass competitors.

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RingCentral Centre de Contact

Offer seamless omnichannel customer experiences

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4.8
Based on 12 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
close-circle Free trial
check-circle Free demo

Pricing on request

Streamline customer support with powerful software that helps manage customer interactions and improve agent productivity.

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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

Benefits of RingCentral Centre de Contact

check Cloud, open, reliable, secure platform

check Increase CSAT with intelligent customer & agent experiences

check High ROI with native Workforce Engagement Management

Learn more

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Zendesk

A platform for managing customer interactions and support

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4.6
Based on 110 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 €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.

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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

Benefits of Zendesk

check Customer service centralized and communication streamlined

check Efficiency: helps companies arrange consumer interactions

check Data-driven decision making: helps with data and analytics

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Khoros

The Digital Customer Engagement Platform

No user review
close-circle Free version
close-circle Free trial
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Pricing on request

Streamline your customer support process with this software. Manage tickets, automate responses and analyse customer data.

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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

Benefits of Khoros

check Omnichannel, digital-first approach

check Smart capabilities to help you engage customers

check Built for the challenges of today and tomorrow

Learn more

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LiveChat

Customer Relationship Management (CRM) Software

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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.
close-circle Free version
close-circle Free trial
close-circle Free demo

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.

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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
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LiveEngage

Revolutionise Customer Engagement Experience

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3.6
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.
close-circle Free version
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Pricing on request

Streamline customer support with AI-powered chatbots, real-time messaging, and customisable workflows.

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LiveEngage's intuitive interface and integration capabilities allow for seamless communication across channels, enabling personalised experiences for customers. With robust analytics and reporting, teams can continuously improve their support strategies.

Read our analysis about LiveEngage
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Moxie Concierge

Enhance Your Event Management Experience

No user review
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close-circle Free trial
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Pricing on request

Streamline customer support with advanced software that automates tasks, reduces response times, and boosts satisfaction levels.

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Moxie Concierge is a powerful SaaS platform that helps businesses deliver exceptional customer support. With its advanced automation features and intelligent routing system, it ensures that queries are resolved quickly and efficiently. This not only reduces response times but also boosts customer satisfaction levels, leading to increased loyalty and revenue.

Read our analysis about Moxie Concierge
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Jamespot

Streamline Communication with Collaborative Tools

No user review
close-circle Free version
close-circle Free trial
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Paid version from €39.00 /month

Boost customer satisfaction with efficient support. Streamline communication, track issues, and manage tickets with this software.

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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.

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Horizon

Effortlessly Track Projects with Advanced Management Software

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4.8
Based on 192 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 your customer support with efficient software that simplifies tracking, communication and reporting.

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Horizon offers a user-friendly interface that allows you to easily manage customer requests, automate responses and gather insightful data to improve service. With its powerful ticketing system, you can organise and prioritise queries, assign them to relevant teams and track progress in real-time.

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luminjo

Streamline Customer Support with Robust Helpdesk Solution

No user review
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close-circle Free trial
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Paid version from €1.00 /month

Boost your customer support with an intuitive software that streamlines communication and automates common tasks.

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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.

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Customer Support software: purchase guide

What is a customer support software?

Definition

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
  • Etc.

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.

Request management

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.

Ticket processing

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
  • Etc.

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.

Community Spaces

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
  • Etc.

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.

Advantages

  • 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

Disadvantages

  • 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

How does customer support software work?

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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.

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

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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.

What are the benefits of customer support for my company?

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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.

What are the best customer support software options?

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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.

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

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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.