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The customer communication platform that unifies all messaging channels into one single view. Make customer communication easy. Learn more about Trengo
Discover Trengo, the customer communication platform that unifies all messaging channels into one single view. Answer messages from traditional channels like Email, VoIP and SMS; but also modern channels like WhatsApp, Facebook Messenger, Instagram, Twitter, Website chat, Google Business messages, WeChat & Telegram from one platform. Use the powerful collaboration features, automate conversations with bots, and measure CSAT via any channel. Make customer communication easy. Learn more about Trengo

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data. Learn more about Salesforce Service Cloud
Deliver great service and a flexible agent experience, from anywhere. Give agents a holistic view of every customer, whether they’re in the contact center or working remote. Scale and optimize service by leveraging AI and integrating popular support channels — like phone, messaging, and chat — directly into the agent workspace. Resolve cases faster by combining automated processes with easy access to the full details, context, and history of every case and customer interaction. Learn more about Salesforce Service Cloud

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University and DHL. Learn more about Freshdesk

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently. Learn more about HubSpot Service Hub
HubSpot Service Hub makes it easy to solve customer problems with efficiency, accuracy, and delight. It includes ticketing & automation with a shared inbox to keep you organized; a knowledge base so customers can help themselves; live chat & bots for faster response times; customer feedback tools so you can measure customer happiness; and reporting so you can unlock insights and improve. Sign up today, for free, and experience customer success software that makes both customers and reps happy. Learn more about HubSpot Service Hub

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Give the best service by getting the best service with our award-winning, industry-leading customer support. Learn more about Issuetrak
It's hard to believe software will let you give great customer service if you don't get great customer service from your software. Let us lead the way. With 25 years of experience, Issuetrak offers you industry-leading, 100% U.S.-based customer service. Our secret? We use our own software! Easy multichannel submission, automatic notifications, a self-service knowledge base, dashboards and reports, and a task manager are all standard - and we haven't even mentioned everything you get for free. Learn more about Issuetrak

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Vision Helpdesk offers Help Desk, Multi-Company Help Desk, ITIL Service Desk & Live Chat Software Tools for every size business. Learn more about Vision Helpdesk
Vision Helpdesk offers Customer Service Software Tools - 1) Help Desk Software (Multi Channel Help Desk) 2) Satellite Help Desk (Multi Brand Help Desk) 3) Service Desk (ITIL / ITSM PinkVerify Certified) 4) Live Chat Software Vision Helpdesk is ALL IN ONE customer support help desk allows you to manage various channels like E-MAIL, Chats, WEB-FORMS, TWITTER, FACEBOOK, CALLS everything under single roof. Vision Helpdesk is trusted by 15000 plus companies across the globe. Learn more about Vision Helpdesk

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Great customer service starts with better customer service software. Impress your customers and increase their satisfaction. Learn more about LiveAgent
LiveAgent is a fully-featured Customer Service software with over 195+ integrations. Streamline all communication channels and manage them from a single shared company inbox. Enjoy social media integrations, unlimited ticket browsing history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange or Forbesfone use LiveAgent to deliver customer wow to 150M end users worldwide. Start with a 14-Day free trial, no credit card needed, no contracts. Learn more about LiveAgent

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos. Learn more about JIRA Service Management

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
HelpDesk is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly. Learn more about HelpDesk
HelpDesk is an online ticketing system that simplifies your teams work. Its full of features that foster collaboration within your team. You can use tagging, add private notes, assign tickets to specific team members and create canned responses. To ensure the highest level of security, the system encrypts your data with 256bit SSL protocol. HelpDesk is designed to save your agents time and enable them to provide the highest level of customer service. Effortlessly. Learn more about HelpDesk

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
LiveChat enables you to have real-time conversations with your customers while they are on your website. Learn more about LiveChat
LiveChat provides a cost-effective way for your support team to deliver a great experience across the entire customer journey. It makes customer service more efficient by letting you hold multiple chat sessions at the same time, send canned responses to frequently asked questions, add chat tags, review chat transcripts and send files to customers through the chat window. Learn more about LiveChat

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
EngageBay is a simple, affordable all-in-one marketing, sales and service CRM software to acquire, engage, nurture, close leads. Learn more about EngageBay
EngageBay is a simple, affordable, all-in-one marketing, sales and support CRM software built for small businesses and startups to acquire, engage, nurture web visitors and convert them to happy customers. EngageBay offers free live chat software to deliver the personalised one-on-one support to every customer using a simple and powerful free live chat software. - all from one easy to use platform. Learn more about EngageBay

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Zendesk Support is the leading help desk software built to improve customer satisfaction. Learn more about Zendesk
Zendesk offers the industry leading customer service solution. On average, it increases customer satisfaction by 25% and agent productivity by 30% at any scale. All your customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. Get up and running quickly, and expect to see results even faster. Learn more about Zendesk

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
ConnectWise Control provides the ability to view and control devices from anywhere there is an Internet connection. Learn more about ConnectWise Control
ConnectWise Control (formerly ScreenConnect) is a fully functional remote support solution. The software gives you the ability to remotely view and control devices from anywhere there is an Internet connection. As a technician, regardless if you primarily support your customers personal computers or a huge enterprise infrastructure, the ability to quickly and effectively resolve problems allows you to save time and improve customer satisfaction. Learn more about ConnectWise Control

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Userlike is the first and only live chat software to help your business win and nurture customers across messaging channels. Learn more about Userlike
Userlike is your customer service solution for website chat and mobile messaging. Chat with your customers via your website, Facebook Messenger, WhatsApp, Telegram and SMS. Connect your chatbot and automate parts of your customer interactions. Born and hosted in Germany. Userlike keeps your and your customers' data safe with a 100% GDPR-compliant communication solution. Learn more about Userlike

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Bitrix24 is #1 free client management (CRM) and customer service solution, used by 8 million businesses worldwide. Learn more about Bitrix24
Bitrix24 is #1 free client management (CRM) and customer service solution, used by 8 million businesses worldwide. Cloud/mobile/open source editions available. Multichannel customer service - email, telephony, website live chat, Facebook, Instagram, Viber, WhatsApp, Skype, Slack and other mobile messengers are supported. Learn more about Bitrix24

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500. Learn more about Agile CRM
Agile CRM Customer Service Software - Provide superior customer service and maintain satisfied customers over the long term. Agile CRM enables businesses to provide a more personalized customer support experience. With a host of powerful help desk automation features at your fingertips, you will better understand your customers so you can be there to assist when they need you most. Learn more about Agile CRM

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Drive your online sales through conversational ecommerce. Smartsupp offers you affordable live chat, chatbots, and video recordings. Learn more about Smartsupp
Drive your online sales through conversational ecommerce. Smartsupp helps businesses deliver a personalized online shopping experience and drives sales by combining live chat, chatbots and video recordings, allowing you to genuinely connect with your customers and better identify their needs. As one of the most popular ecommerce solutions in the world with over 50,000 active webshops and websites, Smartsupp's mission is to help businesses turn website visitors into loyal customers. Learn more about Smartsupp

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Tidio is a customer service platform that combines live chat and chatbots to improve customer support and generate more sales. Learn more about Tidio
Tidio is the all-in-one customer service platform that improves your customer support and increases your sales. An easily accessible live chat widget makes your business available 24/7, while AI-powered chatbots engage your customers in real-time, so you can sell more. Additionally, you can connect Messenger, live chat, and email to Tidio multichannel and answer all messages from one place, also on mobile. Easily integrates with all websites and platforms. Learn more about Tidio

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Front is more than a communication hub — it’s how 7500+ companies build lasting business relationships. Learn more about Front
Yes—you can scale and keep the human touch. Front is a customer communication hub that combines the simplicity of the email inbox with the automation and insights of a CRM. Front makes it easy for teams to send personalized replies faster, organize messages across channels, and always delight a customer. As your needs change, Front's flexible workflows change with you. Teams of 5 and 5,000 alike use Front to scale their communication without compromising on quality or efficiency. Learn more about Front

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
GreenRope brings you a full suite of sales, marketing, & customer service tools helping your team deliver customized support. Learn more about GreenRope
GreenRope Complete CRM integrates CRM, marketing automation, and customer service ticketing into one platform delivering a comprehensive solution to help your entire team deliver real results. Your team has a full suite of customer service tools to deliver and automate optimized customer experiences through chat, ticketing, realtime updates, data collection, and seamless transitions between departments. Integrated CRM and customer service allows your team to be more productive and supportive. Learn more about GreenRope

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Most user-friendly CRM platform on the market. Learn more about SuperOffice CRM
SuperOffice CRM has one goal; to help you find, catch and keep more customers. Our focus on creating a simple and user-friendly CRM solution helps you become more productive. SuperOffice CRM integrates with all Office applications and supports all leading technology platforms. Available on any device. Learn more about SuperOffice CRM

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
One app to manage all your customer service channels: live chat, email, social media. Gorgias is the helpdesk designed for SHOPIFY. Learn more about Gorgias
The ONLY customer service app specifically DESIGNED FOR SHOPIFY (fully integrates with Magento & BigCommerce too). Centralize your customer support by connecting all channels in one place - email, live chat, phone, Facebook, Instagram & more - and improve support response times by 43%. All-in-one: Edit/refund orders, apply loyalty points, manage subscriptions & more. Add templates, automation, rules & macros. Get a demo or set up a free trial. See for yourself why Gorgias is #1-rated on Shopify. Learn more about Gorgias

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Tribe is a cloud-based online community platform designed to scale customer support, promote self-service, and collect feedback. Learn more about Tribe
Tribe is a modern and cloud-based community platform designed to connect and empower your customers so they can help each other. Enable your customers to find solutions to their issues, promote self-service, collect feedback, improve customer experience, and retention. Allow customers to solve issues independently with a robust knowledge base. Leverage Tribe's robust community engine, modular apps, direct third-party integration, widgets, and API to build thriving customer support communities. Learn more about Tribe

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Team inbox and chat tool that empowers teams to truly collaborate around different channels of communication, internal and external. Learn more about Missive
Team inbox and chat tool that empowers teams to truly collaborate around email, SMS, WhatsApp, Twitter, and other channels of communications. We redesigned the inbox with a business-first collaborative experience in mind. With Missive, teams focus on growing their business. Learn more about Missive

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Improve your Customer Service and nurture your clients throughout their entire lifecycle on a single and affordable platform. Learn more about Froged
If you're looking for a tool to improve your Customer Service and Retention process you definitely take a look at FROGED . Our tool has been designed to nurture your customers throughout their entire lifecycle. With FROGED you will be able to increase engagement, retention, and reduce churn. Serve your customer's unique needs with customized email campaigns, a beautifully integrated knowledge base, live chat, and automated messages . 7-day FREE Trial Learn more about Froged

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Help Customers, Help themselves! Elevio provides self-service support on-demand to your customers, when and where they need it. Learn more about elevio
Elevio enables teams to deliver contextual knowledge to customers, support agents and internal teams. We assist in delivering over 16 Million answers per month for 500+ companies Answering the same questions? Create and deliver in-app contextual helpers and hotspots before your customers ask the same questions. Deflect, on average, 23% of support tickets. Leaving your team to focus on more complex customer questions. Learn more about elevio

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Helpwise is a Shared Inbox for your Team Email, SMS, Live Chat, WhatsApp, Social Media accounts & many other channels. Learn more about Helpwise
Helpwise allows customer focus teams to convert customer queries to customer delight. It serves as a one-stop solution for customer support and sales reps who want to handle customer communication across multiple channels, using one platform. Using Helpwise, companies can manage team emails, social media messages, WhatsApp messages, SMS, and live chat conversations as well! With Helpwise, companies can create Knowledgebases and chatbots as well as provide faster and better customer support. Learn more about Helpwise

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
N-able™ Take Control is a powerful remote support solution designed to help you resolve issues quickly and effectively. Learn more about Take Control
N-able Take Control remote support software is designed to help your business provide fast, secure IT support to nearly any platform without breaking your budget. Take Control connects in seconds, offers deep diagnostic tools so you can troubleshoot quickly, a simple end-user experience you can customize, and all the value-add features of more expensive solutions but at an affordable price. Try Take Control free for 14 days today. Learn more about Take Control

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Set up live chat on your website in just 5 minutes. Talk to your website visitors from your PC, tablet or mobile phone. Increase sales! Learn more about HelpOnClick
HelpOnClick team does its best to create the software that helps merchants easily talk to their website visitors. Simple and intuitive live chat and help desk allow customers to concentrate on the main points - increasing sales and improving customer support. The HelpOnClick Live Chat software includes the following main features: Real-time traffic monitoring Virtual chat agent Customizable icons and texts Integration with Facebook Integration with major CRM, CMS, Help Desk systems Learn more about HelpOnClick

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
From seed-stage startups to multinational companies, thousands of businesses choose ProProfs Help Desk to resolve customer issues. Learn more about ProProfs Help Desk
ProProfs Help Desk is a popular online help desk software that is hosted on the leading cloud platform- IBM. With a shared inbox, you can simply track, prioritize, assign, and resolve all support tickets in a jiffy. Rise above repetitive tasks by leveraging an automated workflow- where tickets are automatically assigned to relevant agents and you receive automated alerts & notifications. With integrations such as Knowledge base and live chat, you can reduce ticket volume & engage with customers. Learn more about ProProfs Help Desk

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
EB CX helps you resolve customer-oriented queries and incidents faster by communicating effectively and accurately. Learn more about Enterprise Bot
EB CX is our omnichannel customer experience tool that uses AI-powered virtual assistants to interact with customers round-the-clock. As a solution that is deployable across multiple channels and fully integrable with most CRM systems, EB CX converses with customers through the mode they most prefer. Resolve incidents and address concerns via text, email or call. EB CX delivers the type of service that your customers deserve. Learn more about Enterprise Bot

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Live Chat for Microsoft Teams, Slack, and Webex. Live chat with your website visitors from the tools you already use. Learn more about Social Intents
Live Chat for Microsoft Teams, Slack, and Webex enables you to chat with website visitors right from Microsoft Teams, Slack, or Webex. Offer customer service and sales support right from Teams, Webex, and Slack without the need for another messaging tool. Learn more about Social Intents

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
It is a customer communications management solution that helps businesses manage customer data, leads, multi-channel messaging, etc. Learn more about Qiscus
It is a customer communications management solution that helps businesses manage customer data, leads, multi-channel messaging, etc. Learn more about Qiscus

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Video-based customer service platform that helps businesses in the financial sector, healthcare, utilities and HR connect with clients. Learn more about Video Call Center
Abylon's VideoCC comes with a fully browser-based simplified end-user interface and a feature rich operator UI with flexible layout, customer and transaction data, dynamic scripts and the fully customizable workflow. The solution can be integrated into existing contact center frameworks or back-end and archiving system and can be implemented within 3 weeks. The Video Call Center solution comes with multiple, ready-to-use modules for specific use cases (contracting, reporting, AI modules) Learn more about Video Call Center

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Zowie is the only customer service automation platform built for companies that sell online. Learn more about Zowie
Zowie is the only customer service automation platform built for companies that sell online. Companies like L’Oréal, UMZU, and Avon use Zowie to: 1. Deflect- automate up to 70% of repetitive questions in 4 weeks and cut resolution times by 67% 2. Care- enable agents to resolve complex cases and increase CSAT by 12% 3. Sell- detect buying intent and convert up to 40% more clients Zowie can act as your standalone customer service system or enhance your current tools like Zendesk. Learn more about Zowie

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Slack brings all your communication together in one place. It's real-time messaging, archiving and search for modern teams.
Slack is a collaboration hub, where the right people and the right information come together, helping everyone get work done. When your team needs to kick off a project, hire a new employee, deploy some code, review a sales contract, finalize next year's budget, measure an A/B test, plan your next office opening, and more, Slack has you covered. Try Slack with your team for free. Learn more about Slack

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Drive growth with Sales Cloud 360, the best-in-class sales solution that drives rep productivity on the world's #1 CRM platform.
Drive growth with Sales Cloud 360, the best-in-class sales solution that has helped power the world's best sales teams on the world's #1 CRM platform. Firms of all sizes, industries, and geographies, realize value faster with Sales Cloud 360. Increase rep productivity with data driven selling by quickly deploying industry-specific apps and best practice processes. You also get access to 150,000+ sales organizations and a 2 million user-strong community that are passionate about sales growth. Learn more about Salesforce Sales Cloud

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Create, manage and grow your online presence for your business, blog, store and more with Wix’s intuitive website creation platform.
Wix is an industry-leading web creation platform that provides everything you need to create, manage and grow your business online. Build a memorable user experience with intuitive design features and experience faster load times with enhanced performance. Reach more customers with advanced marketing and SEO tools while the ultra resilient and flexible infrastructure means your site is ready for any amount of traffic. Plus with enterprise-grade security, your visitor data stays safe 24/7. Learn more about Wix

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, inclusive and intelligent experience.
Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, inclusive and intelligent experience. Make meetings more interactive and engaging • Reduce disruptions with background noise removal and voice enhancement • Enable audiences to share their reactions with animated emojis and gesture recognition • Improve audience engagement with next-gen dynamic polling and Q&A by Slido • Customize the stage layout to focus on the content and people that matters most Learn more about Webex

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
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  • Performance Metrics
Integrated business management solution that automates financial, customer relationship and supply chain processes.
Microsoft Dynamics is a line of integrated, adaptable business management solutions that enable your people to make important business decisions with greater confidence. Microsoft Dynamics works like and with familiar Microsoft software-easing adoption and reducing the risks inherent with implementing a new solution. These solutions automate and streamline financial, customer relationship, and supply chain processes in a way that can help you drive business success. Learn more about Dynamics 365

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Put customer service at the heart of your company. Make agents more productive, managers more impactful and customers more empowered.
Zoho Desk is the industry's favourite customer service software with contextual AI that helps you to streamline your customer care, automating routine and managing multiple customer interactions gets easier on cloud. This includes conversations spread across various channels like email, phone, social media, live chat, and more, all from a single interface. Naturally, our free plan gives you 3 users free to help you get a head start with your customer service operations. Learn more about Zoho Desk

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Build better customer relationships with the #1-rated Business Messenger.
Intercom is a Customer Communications Platform. With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey. The world's most successful companies, like Atlassian, Shopify, and New Relic use Intercom to deliver conversational customer experiences through chat, bots, and personalized messaging. Learn more about Intercom

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Easy to implement web-based Customer Service software with a focus on B2B customer management and team collaboration.
TeamSupport is a post-sale customer support software solution built specifically for the unique needs of B2B technology-enabled companies. Built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport helps solve for sophisticated client needs, fuels successful client interactions, and ultimately results in increased lifetime customer value. Nationally recognized TeamSupport suite of solutions includes TeamInsights, and TeamSuccess. Learn more about TeamSupport

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Talkdesk is intuitive, cloud-based contact center software with advanced features, comprehensive reporting and seamless integrations.
Talkdesk is next-generation cloud-based call center software that helps you connect with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, effective conversations with customers. Learn more about Talkdesk

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Act! Premium empowers you to market better, sell more, and create customers for life.
Act! Premium, a powerful CRM and Marketing Automation tool in one platform, is perfect for small and midsize businesses looking to market better, sell more, and create customers for life. With unparalleled flexibility and freedom of choice, Act! Premium accommodates the unique ways you do business, whether it’s on-premises (Act! Premium Desktop), in the cloud (Act! Premium Cloud), or, you can leverage a hybrid deployment for maximum flexibility! Learn more about Act!

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
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  • Performance Metrics
A powerful online CRM system to manage sales & marketing activities for your business. Integrated, highly configurable, easy to use.
Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes lead management, an opportunity pipeline with intuitive dashboards, and flexible workflow tools including marketing automation. Everything is completely accessible from your Android or iOS device and integrated with Office365 & G Suite. Learn more about Apptivo

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Zoho Assist provides a simple and straight forward user interface to connect to remote computers anywhere on the globe.
Access your computer or mobile device from anywhere, anytime using Zoho Assist; your one-stop solution for remote support, screen sharing and unattended access. Get started today with one of the industry's most secure, reliable and affordable software. Requires no prior installation. Cross-platform support available. Works across devices. Supports all major web-proxies and firewalls. Learn more about Zoho Assist

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
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  • Queue Management
  • Performance Metrics
SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you.
SolarWinds Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications. Learn more about SolarWinds Service Desk

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  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
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  • Performance Metrics
Cloud contact center software that offers VR, skills-based routing, AI, call blending, and analytics.
NICE CXsuccess is a suite of onboarding, education and technical consulting customer services that partner with you at every step for ongoing business value realization. CXsuccess delivers the right people, processes, and tools for achieving your business objectives and CX goals. With CXsuccess, contact center leaders gain a partner to support them every stage of their journey ¿ from pre-sale through implementation and beyond ¿ for long-term success.¿ Learn more about NICE CXone

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
An open-source suite of integrated apps to manage CRM, PoS, Website, eCommerce, Sales, Accounting, Warehouse, HR, Marketing, and more.
Odoo is a fully integrated, customizable, open-source software packed with expertly designed, user-friendly business applications. Odoo's intuitive database is able to meet a majority of business needs, such as CRM, Sales, Project, Manufacturing, Inventory, and Accounting, just to name a few. Odoo is an all-in-one software solution designed to meet the needs of any company, regardless of size (or budget). Learn more about Odoo

Features

  • Alerts / Escalation
  • Live Chat
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics

Customer Service Buyers Guide

What is customer service software?

Customer service software is a ticketing system that documents, tracks, and resolves customer queries. It collates customer requests from multiple channels, such as phone, email, live chat, and social media, into a single portal so that agents can quickly and easily address the queries.

The software allows multiple agents to work on each ticket, making it easier for different departments to collaborate on solving the customer’s queries. The tool also provides detailed reports and insights into customer interactions, helping organizations assess the quality of their customer service.

The benefits of customer service software

Customer service software supports businesses in managing and maintaining a relationship with customers. The solution can help you realize the following benefits:

  • Collate customer queries across multiple channels: Customer service software collates customer queries from multiple platforms into a single stream. Whether it’s a call to the helpline, an email to the support team, or a comment on your social media page, the tool generates a ticket for each customer query. These tickets get automatically added to the centralized stream, ensuring that no query is unaddressed.
  • Reduce time that agents spend on each query: The software offers an easily searchable database for a quick reference. Agents can tag members of other teams or forward the ticket to the right team, directing the customer to the best resource. The standardized answers, easily editable templates, and the ability to simultaneously respond to multiple queries shortens the ticket resolution time.
  • Increase customer satisfaction with faster issue resolution: The software lets users address each ticket as per priority and reduce the waiting time. It also organizes the ticket resolution workflow and allows agents to collaborate on tickets. This shortens the resolution cycle and improves customer satisfaction levels.
  • Get insights into the team’s performance: Customer service software offers analytical capabilities, with customizable reports and dashboards, which provide insights into the performance of your support team. Find out the time your team takes to respond, how busy agents are on certain days of the week, and the frequent queries. This information can help you manage agents, improve their response time, and increase productivity.

Typical features of customer service software

  • Knowledge base: Build and manage a centralized, searchable repository of information regarding frequent and previously asked queries as well as the responses.
  • Support ticketing: Track interactions and autogenerate tickets for customer queries and service requests.
  • Multichannel communication: Manage incoming and outgoing customer communication on multiple channels, including email, phone, live chat, and social media.
  • Queue management: Manage the ticket queue to meet the team’s needs and monitor the wait time for incoming requests that haven’t been routed.
  • Live chat: Chat with customers to resolve their queries in real time.
  • Appointment management: Schedule and manage interactions with customers.

Considerations when purchasing customer service software

  • The solution’s usability: A poor user experience (UX) is bad for business. The tool shouldn’t slow down agents and lengthen the response time. Therefore, before you purchase a solution, try it out and ensure that the UI/UX is not too complicated or messy for your agents. After all, they have to use it every day and should be happy doing it.
  • Integration with existing third-party apps: While most software integrates with other third-party applications, check whether your preferred solution and/or pricing plan supports integration with the other solutions you use. After all, it can be wasteful and painful to find out after purchase that the software doesn’t support your applications.
  • Omnichannel customer support: It allows you to centralize everything and make it easy to manage multiple communication channels. But not all businesses need to do it. If your customers are likely to reach out via chats or emails, choose a customer service solution that offers the option you need, so that you won’t have to pay for channels that aren’t being optimally utilized.
  • Chatbots to improve customer self-service: Vendors are using chatbots to resolve customer queries in real time without a ticket. The technology can simulate interactions like a human and resolve simple queries such as about working hours, contact info, and status update. It also recommends relevant sections from articles in the knowledge base—such as if a customer doesn’t know how to reset their password, the chatbot will direct them to a step-by-step description of the process. Businesses that use chatbots reported a 70% reduction in call, chat, and/or email queries.
  • AI to increase the efficiency of agents: Customer service software providers are adopting artificial intelligence (AI) to make agents work smarter. Some are using it to automatically tag, categorize, and index tickets for easy reference, while others are using AI to determine customer distress levels and predict chat answers. AI can also recommend changes to existing articles based on how customers communicate their issues, making answers easier to find and understand in the future.