Providing exceptional customer service is critical for retaining customers and driving business growth. According to research from SuperOffice, the probability of selling to an existing customer is 60-70%, while the probability of selling to a new prospect is just 5-20%.
Customer service software makes it easier for companies to deliver consistent, omnichannel support across various touchpoints. These platforms help manage communications, track data, automate repetitive tasks and streamline workflows.
This guide covers the top customer service software platforms to help you:
- Support customers across channels
- Reduce response times
- Decrease support costs
- Gather customer feedback
- Identify issues and improve service quality
1. Zendesk
Zendesk is an omnichannel customer service solution designed for enterprises. It provides the following key capabilities:
Omnichannel Support
- Channels – Email, social media, live chat, talk, in-app messaging, SMS
- Unified tickets across channels
- Customer history and data aggregated from all channels
Agent Tools
- Team inbox – Shared tickets
- Automated assignment rules
- Macros to insert pre-written responses
Self-Service
- Online knowledge base
- Community forums for customers
- Integrations with SMB chatbots like Chatbot.
Reporting & Analytics
- 100+ out-of-the-box reports
- Track metrics like first response time, resolution time, CSAT
- Gain insights to improve processes
Notable Clients: Pinterest, Uber, Slack, Box
Pricing: From $89/agent/month
2. Freshdesk
Freshdesk, part of the Freshworks suite, provides a streamlined cloud-based customer support system designed for growing companies.
Capabilities include:
- Email, social media, live chat support
- Shared team inbox with @mention alerts
- Automate repetitive processes with macros
- Self-service knowledge base
- Surveys to track Net Promoter Score (NPS)
- Mobile apps for agents
Clients include: Bridgestone, HP, Cisco, Hugo Boss
Pricing: From $15/agent/month
3. Help Scout
Help Scout positions itself as the scalable customer service solution for SMBs that want the capabilities of enterprise software with more affordable pricing.
Key features:
Shared Team Inbox
- Email @ team members
- Open tracks for priority tickets
- Follow-up reminders
Conversation Continuity
- Previous threads visible for context
- Rules to assign returning customers
Workflows & Automation
- Macros, canned responses
- Custom workflows based on triggers
Self-Service & Docs
- Public and private knowledge bases
- Embed FAQs on website
Reporting
- CSAT, productivity, goals, trends
- Google Data Studio integration
Help Scout serves over 20,000 paying teams globally including companies like Fedex and Lyft.
Plans start at $15/user/month.
4. LiveAgent
LiveAgent is full-featured live chat software focused on sales and conversions.
Distinguishing capabilities:
Visitor Monitoring
- See where visitors click and what they search for
- Visitor notes visible to agents
- Trigger proactive chats
Chatbot
- Chatbot can qualify leads, gather info
- Human takeover if needed
Customizable Chat Widgets
- Match branding guidelines
- Embed on web/mobile
Integrations
- CRM, helpdesk, analytics, call tracking
LiveAgent services over 15,000 businesses across multiple industries. Customers include Honda, Olympus, and CBS.
They offer a free live chat plan for unlimited agents, 10 chats/month. Paid packages start from $15/mo.
5. Intercom
Intercom is a conversational platform with various products for marketing, sales, and support.
For customer service, they provide:
- Chatbots & live chat
- Shared inboxes with support ticket management
- Knowledge base to reduce repetitive questions
- Customer data and history across all product touchpoints
- Customer feedback collection
The platform aims to help businesses have continual, personalized engagement with users throughout their lifecycle – driving loyalty and referrals.
Intercom serves over 15,000 paying customers globally. Some names you may recognize: Shopify, Atlassian, Trivago.
Packages start at $99 per month. Volume discounts available.
6. Dixa
Dixa is a cloud-based omnichannel customer support platform built for mid-market and enterprise teams.
Key features:
Omnichannel
- 30+ native integrations with popular messaging/voice channels
- Single unified agent desktop
Conversational AI
- Chatbots to resolve common inquiries
- Integrations: Dialogflow, IBM Watson
Agent Empowerment
- Predictive routing based on skills, availability
- Workflow automations and triggers
Actionable Insights
- 50+ real-time reports on SLAs, CSAT, channels
- Identify areas for improved efficiency
Dixa serves hundreds of mid-market and enterprise clients across the Americas and Europe. Customers include Toyota, Humana, Volkwagen and more.
Request a custom quote from their sales team.
7. Kustomer
Kustomer is a platform focused on delivering excellent omnichannel experiences by unifying data into continuous conversations.
Features:
- Aggregates data from all channels into unified timeline
- Smart routing to appropriate reps
- Automated workflows based on triggers
- Self-service knowledge base
- Machine learning tools for sentiment analysis
Founder Brad Birnbaum was previously CEO of Assurant, managing 20,000 agents. Kustomer launched to provide a more modern architecture to legacy call center systems.
Kustomer now serves customers like Ring, Glossier, Rent the Runway, and Udemy.
Request pricing from their sales team.
8. HelpShift
HelpShift targets the needs of mobile app businesses with in-app customer support capabilities.
Key functionality includes:
In-app Messages
- Text directly with customers
- Attach images for more context
- Secure, encrypted
Asynchronous Conversations
- Conversations sync across devices
- Customers can follow up when convenient
Self-Service
- FAQ knowledge base
- Feedback loops
HelpShift aims to drive efficiency for support teams while increasing user retention within mobile apps.
Trusted by Microsoft Office mobile apps, Tencent Mobile, Yahoo Mail, and over 500 more apps.
Pricing starts at $150/month for up to 100 monthly active users.
9. HappyFox
HappyFox markets itself as an affordable customer support system for growing companies.
Included capabilities:
Email & Ticket Management
- Group email
- Internal notes & trail
- Auto-tagging
Live Chat & Chatbots
- Chat form for lead gen
- Chatbot to handle common queries
Self-Service Portal
- Public knowledge base
- Feedback via NPS or CSAT
Reporting
- Canned reports on resolution time, workflow tracking
- Custom report builder
HappyFox serves 5,000+ SMBs globally. Customers include Hyatt, Harvard, and Avis.
Plans start at $9 per agent/month, including 30 day free trial.
10. Freshchat
Freshchat, also from Freshworks, provides an integrated suite of tools designed specifically for customer messaging.
Key messaging features
- Live chat
- Chatbots
- In-app messaging
- Smart canned responses
- Visitor tracking
Companies can also make use of their integrated suite including:
- Support desk – shared team inbox
- Knowledge base for self service
- NPS surveys
Used by over 150,000 businesses worldwide including Bridgestone, Hugo Boss, University of Phoenix, and Cisco.
Pricing begins at $29/mo. Free 21-day trial available.
11. Ada Support
Ada is an AI-powered customer support platform focused on automation.
Distinguishing features:
Conversational AI
- Natural language processing
- Resolves requests without human agents
Omnichannel Routing
- Chat, SMS, Facebook integrated
- Single unified feed
Agent Console
- Recommends solutions from knowledge base
- Easy hand-off from bot to human
Ada automates simple repetitive inquiries for increased speed and scalability. It can resolve between 40-80% of customer requests automatically with machine learning.
Current customers include Air Asia, Swedbank, and over 350 global brands.
Pricing starts from $399/month with custom enterprise quotes available.
With so many options on the market, focus on picking software aligned with your customer service goals and business needs.
Consider your channels – Will support mainly be over email, live chat, messaging, phone?
Choose tools fitting your workflow – Do you want shared inboxes, automation capabilities, or self-service options?
Assess data and reporting needs – Do you want performance metrics, satisfaction scores, or ways to identify issues?
Consider ease-of-use – Software that has intuitive interfaces can minimize agent ramp-up and improve productivity.
Check for essential integrations – How easily can the software connect to your other systems?
Evaluate cost carefully based on number of users, features needed, and scalability requirements. Many offer free trials to experience the platform.
While software capabilities are crucial, the most important element is designing processes focused on total customer satisfaction throughout the user lifecycle.
With a data-driven, user-centric approach, customer service can transform from a cost center to a core growth engine for your company.
