Customer Service Software

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Compare the Top Customer Service Software for 2019

Compare the best Customer Service Software currently available using the table below.

  • 1
    Textedly Icon

    Textedly

    Textedly

    SMS Marketing Services made easy. Instantly send 10 or 100,000 SMS or MMS picture text messages to any mobile phone number. Easily build an opt-in subscriber list. Schedule text messages to go out any time you want. Track text message delivery. Our plans start at only $24 per month. Or try our Annual Plans and pay up-front for one year, and get 20% more messages instantly. Plus FREE bonus messages on the Annual Plan.

    Starting Price: $24.00/month
  • 2
    Avochato Icon

    Avochato

    Avochato

    Avochato is an easy to use text messaging software solution built for sales, support, and operations teams. Avochato offers businesses the easiest way to connect to their customers, get more responses, and achieve higher conversion. It comes with a lead-generation chat widget, live inbox, broadcasting, automated surveys, programmable APIs, message templates, status tracking, and more. Avochato also offers integrations with leading business services including Slack, Office 365, Salesforce, and Desk.com.

  • 3
    Predictive Dialer Icon

    Predictive Dialer

    Nuxiba Technologies

    Nuxiba Technologies has helped increase companies productivity to over 50%, how we have uncomplicated contact center life and have reduced your downtime and costs. Nuxiba has the most complete contact center suite with the best price per agent on the market. With the best technical support, we know why our clients stay with us on average of over 12 years and why we have 45% of the market share. Nuxiba is TPCA compliant and offers end to end services for your Contact Center in the Cloud. Discover why Nuxiba is the only one in the industry to have a three month, money-back guarantee.

    Starting Price: $89/month/agent
  • 4
    Cayzu Icon

    Cayzu

    Cayzu

    If you need an easy and affordable help desk solution, look no further than Cayzu. Cayzu is for small or mid-size businesses looking for a simple, intuitive, and beautiful solution for providing and getting instant customer support. The platform offers a wealth of features that include integrated communications (email, social, voice, and chat), automated rules and workflows, mobile apps, branded self-service and knowledge base portal, app integrations, reporting and analytics, and more.

    Starting Price: $4.00/month/user
  • 5
    TeamViewer Icon

    TeamViewer

    TeamViewer

    TeamViewer is the world’s #1 brand for remote connectivity solutions. Through innovations in technology and an incredibly fast and secure global network, we’re making the world a smaller place — paving the path towards a truly global workspace. TeamViewer allows you to remotely access and control the desktop of your computers and servers from anywhere, on a 3G or better internet connection. This access is device agnostic and completely secure. Any modern smartphone can now be your window to your workplace. Over 20 million support sessions happen daily on the TeamViewer platform. With our 256Bit AES encryption and ISO27001 certified data centers, providing support to your customers & employees has never been safer or easier. It’s like sitting right next to them, offering the help they need, the moment they need it most.

  • 6
    Splashtop Remote Support Icon

    Splashtop Remote Support

    Splashtop

    Remotely support internal and client computers with unattended remote access and provide users with remote access. Whether you’re just getting started with remote support tools, or looking to find an alternative to another product due to high prices, Splashtop Remote Support is the solution for you. Splashtop Remote Support is a best-in-class remote support tool that gives you the freedom to remote into your managed computers from any device, at any time, thanks to our fast, high definition connections.

    Starting Price: $25/month for 25 computers Partner badge
  • 7
    vtenext Icon

    vtenext

    vtenext

    What is vtenext CRM+BPMN? - Open Source nature - Business Process Management engine - Native intergation with Salesforce The result? CRM+BPM= CPM customer process manager Break down the Silo Mentality and connect all the business areas with vtenext, how? Thanks to its Open Source nature it can communicate with every software in use and connect them by using its unique BPMN Engine to design and automate most internal procedures, making the activity chain lean, fast and efficient. vtenext is a complete system to manage the relationship with your customers and, at the same time, optimize all business processes without the need of an IT Expert. Already have a CRM but it is not extended to all the Business Areas because of the high costs? Don't worry, it already provides a native integration with Salesforce, but it can be also integrated with other "first class" CRMs.

  • 8
    Canfigure Icon

    Canfigure

    Canfigure

    Canfigure is an IT Service Management solution with incredible flexibility. Canfigure is designed for scalability. We believe in keeping it simple with easily self-deployable, cost effective standalone tools allowing you to scale up through a library of well designed modules, growing your number of assets and expanding you user base at a pace that suits you. With out of the box support for all IT assets, Canfigure can be customized to hold information for any type of asset including IoT, facilities, transportation and more. The database schema can be extended via the admin functions with no technical knowledge required. Asset information can include financial data and be used to track important dates such as warranty expiry, and linked directly to supporting contract documents. The heart of Canfigure is a Configuration Management Database (CMDB) that underpins all other functions. The CMDB holds your data in the form of Configuration Items (CIs) and the relationships between them.

    Starting Price: $5,000 p/a Partner badge
  • 9
    Gmelius Icon

    Gmelius

    Gmelius

    Gmelius transforms Gmail / G Suite into your company’s workspace. Your inbox becomes a work hub for communication, collaboration, and workflow automation with real-time syncing across all team members and all devices - web & mobile. Gmelius is a complete solution that lets you manage your customer and project pipelines from beginning to end - without leaving your inbox. It seamlessly bridges the gap between external and internal communications like email and chat, while empowering your team with collaborative tools including shared inboxes, shared labels, shared email templates, email notes, shareable kanban boards, and more.

    Starting Price: $9.00/month/user
  • 10
    FluentStream Icon

    FluentStream

    FluentStream Technologies

    Do you want a business phone service that works without costing a fortune in setup or monthly fees? Wouldn't it be nice to focus on your customers instead of spending hours on hold with your provider every time you want to make a small change? Welcome to FluentStream! We're committed to being the easiest business communication system to do business with. We offer no-contract plans with 24/7 client success for every account. Not only will we hold your hand throughout the entire onboarding process, but we'll do everything on your behalf (including the hassle of calling your internet provider). We know how complicated phone setup can be, and we're more than happy to do the heavy lifting so you don't have to. It's all part of being the easiest business to do business with.

    Starting Price: $20.00/month/user
  • 11
    Bloomfire Icon

    Bloomfire

    Bloomfire

    Bloomfire is a secure knowledge sharing platform that empowers teams to find information fast. Eliminate shoulder taps, frantic Slack requests, and repetitive questions by giving your team the knowledge they need, when and where they need it. Users can upload content in any format (including word documents, PDFs, videos, audio recordings, and slide decks) or create new content directly in the cloud-based platform. Bloomfire deep indexes every word in every file--including words spoken in videos-- so that users can quickly find what they’re looking for. Whether you’re looking to share knowledge across your entire company or within departments, Bloomfire helps break down silos and make information accessible to everyone who needs it. Bloomfire is currently powering the knowledge sharing efforts of leading companies including Capital One, Southwest Airlines, FedEx, Jackson Hewitt, and Estee Lauder.

  • 12
    Virima Icon

    Virima

    Virima Technologies, Inc.

    VIRIMA is a SaaS platform delivering highly automated IT Asset Management (ITAM), IT Service Management (ITSM) and IT Operations Management (ITOM) solutions that are easy and inexpensive to deploy. Through advanced infrastructure discovery and visualization capabilities, VIRIMA links the business processes to the technology and services business rely upon. The innovative automation capabilities of the VIRIMA CMDB deliver insight, control and value to IT organizations large and small, enabling them to efficiently tackle the challenges of managing and securing today’s dynamic, dispersed and complex IT estate.

    Starting Price: $15,000.00/year Partner badge
  • 13
    SysAid Icon

    SysAid

    SysAid Technologies

    SysAid provides IT and enterprise service management solutions that transform IT agent productivity, drastically enhance the end-user experience, and drive value across the organization. SysAid partners with over 10,000 customers, from small businesses to Fortune 500 enterprises across 140 countries. Available in 42 languages as a cloud-based and on-premises solution, SysAid combines all the essential IT tools in one platform. For more information, please visit www.sysaid.com.

  • 14
    PagerDuty Icon

    PagerDuty

    PagerDuty

    PagerDuty is a United States software company that was founded in 2006, and offers a software title called PagerDuty. PagerDuty offers training via documentation, webinars, and live online. PagerDuty offers a free trial. PagerDuty is ITSM software. With regards to system requirements, PagerDuty is available as SaaS, Android, and iOS software. PagerDuty includes online support, and business hours support. Some alternative products to PagerDuty include Motadata, Opsgenie, and Spiceworks IT Desktop.

  • 15
    eCustomerService Icon

    eCustomerService

    Giva

    Giva builds happy customer relationships while helping to grow loyalty and revenue. We enable any organization to be more reliable, flexible, and scalable. Our reports and dashboards help you take action to increase customer retention and satisfaction. With Giva, customer interactions turn into lasting relationships while lowering costs and increasing productivity. We offer all our modules with full functionality in a simple product bundle that's perfect for 3 to 25 agents.

    Starting Price: $29 per month
  • 16
    Freshdesk Icon

    Freshdesk

    Freshworks

    Deliver exceptional customer service with Freshdesk, a leading customer support software and ticketing system. Intuitive, feature-rich, and affordable, Freshdesk is trusted by over 150,000 businesses of all sizes to help make their customers happy. Freshdesk helps business users manage all customer conversations in one place, automate repetitive work and save time, and work with other teams to resolve issues faster.

    Starting Price: $19.00/month/user
  • 17
    Freshservice Icon

    Freshservice

    Freshworks

    If you're looking for an IT service desk solution that's actually simple, turn to Freshservice. A plug-and-play ITIL service desk by Freshworks, Freshservice helps businesses modernize IT and other business functions--without the cost and complexity. Freshservice offers everything teams need for proactive IT service management, including ticketing and asset management, configuration management and enhanced impact analysis, robust incident management functionalities, and more.

    Starting Price: $29.00/month/user
  • 18
    Freshchat Icon

    Freshchat

    Freshworks

    Freshchat is a modern messaging software built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience. With features like campaigns, sales bot, integrated self-service, and intelligent message routing, expectations are set and met, and responses to visitors questions are smarter and faster. What makes Freshchat unique? - Convert website visitors into leads with advanced event-targeting messaging - Automate lead capture, validate responses, and auto-upload leads into the CRM with bots - Send contextual messages with events timeline, messaging history, user information, and link to social profiles - Use SmartPlugs to pull data from external tools like order management systems or CRM apps - Onboard, retain, and re-engage users inside the product with in-app campaigns

    Starting Price: $19.00/month/user
  • 19
    LiveAgent Icon

    LiveAgent

    QualityUnit

    Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software in 2018 for small to mid-sized companies. LiveAgent offers a plethora of tools for managing company-customer interactions in one place. These include ticket management, live chat, social integrations, call center features, reporting, support portal, gamification, integrations, mobile apps, and more.

    Starting Price: $15.00/month/user
  • 20
    LogMeIn Rescue Icon

    LogMeIn Rescue

    LogMeIn

    Rescue by LogMeIn is an affordable and reliable remote support software. Rescue offers a wealth of features that enables businesses to provide a seamless support experience for their end users and improve the productivity of their support team. Its top features include remote control, remote diagnostics, multi-platform support, device configuration, video support, and integrations and APIs.

    Starting Price: $149.00/month
  • 21
    Zendesk Icon

    Zendesk

    Zendesk

    Build exceptional customer experiences with Zendesk. The leading provider of software and solutions for better customer relationships, Zendesk empowers businesses to be more reliable, flexible, and scalable. Its family of products include Support, an integrated customer support solution; Chat, live chat and messaging tool; Talk, call center software; Explore for analytics and reporting; Inbox, shared team inbox; Guide, a knowledge base and self service soltuion; and Connect + Outbound for proactive campaigns.

    Starting Price: $1.00/month/user
  • 22
    Web Help Desk Icon

    Web Help Desk

    SolarWinds

    With an intuitive web interface and service desk portal, Web Help Desk software delivers simplicity and automation to streamline help desk ticketing and IT asset management. Benefit from built-in knowledge base, IT change control, SLA alerting, performance reporting, customer surveys, and more.

    Starting Price: $695.00/one-time/user
  • 23
    NinjaRMM Icon

    NinjaRMM

    NinjaRMM, LLC

    If you're looking to support your clients and manage IT more efficiently, turn to NinjaRMM. The world's first security centric remote monitoring and management (RMM) platform, NinjaRMM enables IT professionals to monitor and manage the entire IT stack with full automation all within a single pane of glass. The platform features search and connect through TeamViewer, antivirus integration, real-time alerts, managed patching, automation, software inventory, and reporting.

    Starting Price: $3.00/month
  • 24
    Dameware Remote Support Icon

    Dameware Remote Support

    SolarWinds

    A remote IT administration and management software lets you remotely control Windows, Mac OS X, and Linux computers so you can quickly support thousands of end users without having to leave your desk. Dameware is a complete remote assistance solution that includes desktop remote control and the ability to administer Windows tasks remotely from a single, central console.

    Starting Price: $370.00/one-time/user
  • 25
    ServiceDesk Plus MSP Icon

    ServiceDesk Plus MSP

    ManageEngine

    Founded in 1996, ManageEngine is a software organization based in India that offers a piece of software called ServiceDesk Plus MSP. ServiceDesk Plus MSP offers online, business hours, and 24/7 live support. ServiceDesk Plus MSP features training via documentation, webinars, live online, and in person sessions. The ServiceDesk Plus MSP software suite is Windows, Android, and iOS software. ServiceDesk Plus MSP is ITSM software, and includes features such as client portal, portfolio management, and proposal generation. Software pricing starts at $1445.00/year. ServiceDesk Plus MSP offers a free version, and free trial. Some competitor software products to ServiceDesk Plus MSP include HarmonyPSA, ConnectWise Manage, and Naverisk RMM & PSA.

    Starting Price: $1445.00/year
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All About Customer Service and Support Software

Customer service and support software assists customer service representatives with documenting, routing, tracking, resolving, and reporting customer concerns using a ticketing system that troubleshoots any and all issues. This software is typically referred to as help desk software, but it’s mostly applied to resolving IT (information technology) problems.

This type of software improves the resolution process of all customer concerns by automating some of the most common support functionalities. They increase customer satisfaction and improve the productivity of their agents.

You can purchase customer support management software as a standalone troubleshooting ticket system, a much broader CRM (customer relationship management) software suite such as Microsoft Dynamics CRM or Salesforce.com, or an enterprise software suite from vendors including SAP and Oracle.

Some support systems may integrate with other larger applications including sales force automation systems (which notify sales reps about chronic or critical issues), cataloging and inventory systems (to make sure that you have enough exchange parts in stock), and service dispatch software (to allow for repairs on-site).

Businesses utilize customer service and support software to help manage and track service communications face-to-face, via social media, through email, over the Internet, and by phone. But with hundreds of different software programs available, choosing the best customer service software for your business needs can be quite a challenge.

Common Features

Depending on scope and intent, there are a wide variety of customer service software products to choose from. The list below will outline some common features.

  • Call routing - Customer service and support software relies on a lot of different criteria to ensure that customer calls get sent to the right customer service representative. Based on what the customer is calling about, one of the most basic functions will allow calls to be transferred to the correct department. More advanced systems that include automatic call distributors (aka ACD) can route phone calls based on which agents have the greatest level of appropriate skills, have taken the least amount of calls for the day, or have been waiting the longest. Some software will allow administrators to create custom rules for routing calls based on industry-specific (e.g. account status or service level) or nuanced principles.
  • Auto-attendant - Auto-attendants are gatekeepers between contact with a human representative and initial dial-in. Auto-attendants integrate IVR (interactive voice response) technology that allows the computer to deliver dynamic options or responses based on keypad entries or voice comments. A basic auto attendant will direct calls to in-house or remote agents through an IP PBX (private branch exchange), while other attendants will fulfill requests (including device activation or account balance) or answer questions.
  • Reporting and analytics - This type of software can assist department heads, managers, and coaches in guiding their teams to make more informed decisions by allowing them access to call metric data (including hold time and average handle time), customer satisfaction ratings, and resolving issues. This kind of software combines call archival and recording for easier compliance management and retrospective research.
  • Mobile access - Mobile clients are offered for users to access desk phone features on their mobile devices. Remote and mobile service representatives can transfer, receive, and make calls, use internal collaboration tools such as a wifi or cellular network, or access directories.
  • Case management - This can also be referred to as “ticketing,” and is an extremely important feature to have in your customer service software for support teams. It lets agents resolve and track service and product concerns through a variety of channels including social media, phone, instant messaging, and email. Moreover, it can generate tickets automatically through parsing data from customer communications and transcribing voice messages.

Types of Buyers

Certain companies have different requirements and drivers, which is important to make note of when you’re comparing customer support software systems. There are four different types of buyers we will discuss below.

  • Field service buyer - They benefit from mobile access because they work for huge corporations that transport service to where the customer is located. These types of buyers will look for client integration that will work well with other applications. Several representative vendors include Microsoft Dynamics CRM, SugarCRM, FieldAware, and PhaseWare Tracker.
  • Small business CRM buyer - Today’s small businesses are looking for more than just simple tracking capabilities for their contacts such as Microsoft Outlook. They want interactive tracking and trouble ticketing to improve relationships with strong support and service. Some representative vendors include SageCRM, Maximizer CRM, Zendesk, GoldMine CRM, and inContact.
  • High-volume call center - These buyers operate more than one large call center and have goals to manage their business by utilizing automated scripts and rules which a majority of customer service applications support. These buyers should be on the lookout for programs that include CTI (computer telephony integration). Some vendors include GoldMine CRM, Salesforce.com, SAP, and inContact.
  • Enterprise buyer - They work for companies that have many users and complex practical necessities. They value the idea of using an integrated software system across all business units and departments. The strategy they will utilize is the best of breed. Vendors include SAP, Oracle RightNow CX, and Salesforce.

Benefits of Customer Service Software

Having a superior customer service solution provides reporting and transparency to management on support processes, empowers agents, and boosts satisfaction. There are five benefits of using customer service systems which we will outline below.

  1. Increased accountability - When each contact is documented, the system will allow management to be able to see which agent took care of which problem and provide them with ongoing feedback regarding their performance.
  2. Improved coordination of accounts - Customer support systems can give both the service and sales organizations better transparency into a customer’s data when combined with sales force automation solutions. This produces benefits such as notifying an agent that repair parts are ordered so a customer won’t order double parts or letting sales representatives know if there are any outstanding issues before placing any calls.
  3. Better asset management - Customer care solutions allow representatives to be assigned more efficiently when they are integrated with service dispatchers. In addition, integrating the software with an inventory management system will allow agents to inform to the customer with confidence that their repair parts are available.
  4. Improved infrastructure scalability - Having a customer self-help system will handle straightforward problems which will give customers with more complex concerns quicker access to agents when they need them. The benefit will also allow a company to grow at a much faster rate while improving and maintaining customer satisfaction.
  5. Ability to reduce the time required to resolve issues - This software will decrease the amount of time needed to resolve customer issues so your agents will be able to address more concerns, or if it’s the same load, fewer agents can be utilized to handle the calls. As an example, Zendesk customer support software was implemented by YouSendIt to respond to customer issues 35 percent faster.

Current Trends in Customer Service Software

On-Premise vs. Cloud

Most customer service software offers a multitude of options for deployment such as hosted (a combination of on-premise and cloud), software-as-a-service on the cloud, or on-premise. Other vendors have proprietary or virtual offerings. While many businesses are finding the lower upfront costs and mobility of cloud software better suited to fit their needs, there are downsides and benefits for each. According to a recent study, 35 percent of companies have started using cloud-based contact centers, while 28 percent plan to start using them within a year. That number will continue to rise in the near future if the long-term ROI and short-term savings are clear. The savings in IT employees and contact centers on average churns annual costs by nearly 30 percent.

Multichannel

The recent revolution of the customer experience has stimulated businesses to engage with customers how and when they choose to be engaged. Software developers are currently building systems that manage interactions through social media, mobile devices, on the web, and over the phone. This particular approach is called multichannel. It’s consistent with the reality that customers often look for help in more than just one place. Businesses will use data analytics and automation in the next couple of years to form relationships with these channels and determine which channels will add value and which will not. The telephone, however, is still the preferred method for 68 percent of people who need customer service.

Integration with CRM

Peripheral functionality must integrate with business tools you already have in your company, which is why customer service software includes pre-built assimilations with popular CRM (customer relationship management) solutions. If you can’t connect to a central database of customer data to look something up, what good is it to have ticket management and call routing features? CRM will integrate with your customer service system to get the most out of your click-to-dial and CTI abilities, log notes and call history, and trigger screen pops (recovery based on IVR input). There are some sources which indicate that CRM integration saves about 20 seconds per call, which can save up to thousands of hours each year.

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