Choosing the best customer service software from the many options available can be scary, especially for beginners.
Most suppliers offer similar features and promises to assist you in achieving the same goals.
To guide you in picking the perfect software for your business, we have gathered a list of the best customer service solutions for 2024.
We will be looking at each software solution’s key features and cost.
What is a customer service software?
Customer service software are the platforms and tools used by businesses to enhance customer support management.
These tools are used for managing customer support requests.
They enable service agents to monitor, prioritize, manage, respond to, and resolve customer inquiries and employee requests.
Promoting the growth of your business requires a robust customer service program.
It is without question that excellent customer service skills form the foundation of a successful and long-lasting business.
Hence, it is essential to utilize top-notch customer service software to deliver this level of service effectively.
Top 20 customer service software providers
Customer service software is an important tool for any business that values its customers.
It assists businesses in managing and tracking every customer interaction, ensuring a smooth and seamless customer experience.
The best customer service software products in 2024 include features such as multichannel support, automation, analytics, and self-service support.
Let’s check out some of the top software for helping businesses excel in customer service in 2024.
1. BoldDesk
Our own BoldDesk is an advanced customer service software platform that utilizes cutting-edge customer support tools and self-service portal to enhance and streamline customer service.
It is a highly scalable and intuitive solution for enterprise businesses seeking to differentiate customer support vs customer service for business growth.
BoldDesk is a cloud-based platform that enhances customer experience by managing support emails, facilitating collaboration among team members, and automating repetitive tasks.
With a live chat software, agents are able to provide real time responses to customer concerns across channels such as live chat widget, WhatsApp and Facebook for a positive support experience.
In addition, the omnichannel support feature allows agents to manage customer conversations from all communication channels in one unified platform. This optimizes support processes for agents making them highly productive.
BoldDesk help desk software offers a user-friendly client portal software, an interface that allows customers to monitor and submit tickets with ease.
BoldDesk also holds a SOC 2® Type 2 certification, signifying that the customer service software observes the highest standards of customer service security and privacy.
Key features
- Ticketing system
- Multilingual knowledge base
- Live chat software
- Omnichannel support
- Effective automations
- Artificial Intelligence
- Integration
- Extensive customization options
- User-friendly customization
- Security and compliance features
- Multilanguage support
- Mobile help desk
Advantages of using BoldDesk
- Integrations: With BoldDesk’s integration feature, users can link their preferred tools and apps to simplify workflow, organize data efficiently, and enhance productivity.
- Robust automation features: BoldDesk possesses multiple automation options for routing tickets, eliminating repetitive tasks, reducing manual effort, and boosting agent productivity.
- Email-to-ticket conversion: BoldDesk utilizes an email ticketing system that automatically converts customer emails into tickets for agents.
- Enhanced usability: BoldDesk comes with an intuitive interface and utilizes AI for customer experience, making it easy for service agents and customers.
- Improved customer satisfaction: Businesses can set their SLA in BoldDesk. The software can automatically notify agents when due dates are approaching and supervisors when they pass. No customer ticket is left unaddressed, keeping customers happy.
For more information on BoldDesk features, please refer to the following video.
Pricing
BoldDesk has three pricing categories:
- Scale: $12 per agent/month $144 billed yearly
- Momentum: $25 per agent/month $300 billed yearly
- Enterprise: $39 per agent/month $468 billed yearly
Include tiered pricing for teams with 10, 25, 50 or 100 agents.
- Scale: $49/month for 10 agents
- Momentum: $129/month for 10 agents
- Enterprise: $199/month for 10 agents
- Essential: $799 per month
- Pro: $1499 per month ($1999 with Live chat included)
- Business: Contact us
Don’t let this incredible opportunity slip away. Choose our Unlimited Agents package for a worry-free, seamless service.
This not only streamlines your payment process but also allows you to concentrate more on your business instead of budget management.
With our Unlimited Agents package, you have the freedom to scale your business and reach new heights without any financial constraints.
You have the option to do a 15-day free trial and schedule a live demo.
2. Zendesk
Zendesk is powerful customer support software tailored for large organizations. It allows users to handle conversations via email, X, and Facebook with any of their plans.
It provides a collection of features specifically designed to optimize and improve customer service processes, making it stand out from other Zendesk alternatives.
Their more expensive plans also enable the management of phone and chat conversations.
Pricing
- A free trial is available.
- Monthly plans begin at $19/agent.
3. Freshdesk
Freshdesk offers two types of support: a basic help desk solution and comprehensive omnichannel support.
Freshdesk is customer service software that operates on the cloud and is designed to offer good customer service for businesses, regardless of their size.
It converts customer inquiries from emails, phone, web, chat, and social media into manageable tickets.
This makes it easier to streamline and unify your support operations, especially when you utilize Freshdesk integrations.
However, exploring Freshdesk alternatives might be beneficial depending on your specific needs and budget.
Pricing
- A free trial is available.
- Monthly subscriptions for paid plans begin at $15/agent.
4. Salesforce
Salesforce is a CRM (customer relationship management) platform specifically engineered to facilitate collaboration among teams within companies for better customer service.
It also provides a customer support platform known as Service Cloud.
It ensures that staff members from IT, sales, marketing, support, and any other relevant department have access to identical customer data.
This enables them to provide the necessary support to your customers.
Salesforce Service Cloud is customer service software that equips agents with a merged view of:
- Customer data
- Prior interactions
- Purchase history
- Ticket information
This single view enables agents to access relevant details swiftly and provide fast support.
On its more expensive pricing tiers, Salesforce provides B2B customer service solutions for its clients.
Pricing
- A free trial period is available.
- Essentials: $25/user/month.
- Professional: $75/user/month.
- Enterprise: $150/user/month.
- Unlimited: $300/user/month.
5. HubSpot Service Hub
HubSpot is a CRM platform that includes a ticketing system and live chat capabilities.
It also offers a customer service product known as Service Hub.
Service Hub is especially beneficial for teams that already utilize HubSpot’s CRM.
The products integrate smoothly, providing agents with relevant data that assists in personalizing their support efforts.
Pricing
- Starter plan starts from just $18/month
- Professional plan starts at $450/month
- Enterprise plan starts at $1,200/month
6. Aircall
Aircall is a phone support software designed with simplicity and user-friendliness at its core.
It is particularly suitable for small- to medium-sized businesses.
Aircall’s customer support solution gathers relevant customer data, providing agents with the needed background for each interaction.
The software connects with numerous customer support tools, such as live chat and social messaging platforms, offering support across multiple channels.
Pricing
- Essentials: $30
7. Helpshift
Helpshift primarily offers in-app customer assistance services tailored for mobile applications.
It is a customer support tool that offers a collection of tools for businesses to provide customer support across various channels, including in-app, web, email, social media, and phone.
Helpshift’s main purpose is to help businesses streamline their customer support process, improve response times, and enhance overall customer satisfaction.
Pricing
- A free trial is available.
- The cost of paid plans begins at $150/month.
8. LiveAgent
LiveAgent is a platform that streamlines customer requests from various channels into one management system.
It joins all customer communication and support, enabling you to serve your customers regardless of their location.
LiveAgent combines communications from email, calls, and social media into a single dashboard. It is a robust option for smaller service teams that utilize WordPress.
Moreover, its extensive collection of built-in integrations enables your team to blend it into their current workflows.
Pricing
- Small businesses: $12/agent/month
- Medium businesses: $35/agent/month
- Large businesses: $59/agent/month
9. Zoho Desk
Zoho Desk provides customer support software designed to enhance your agents’ ability to deliver excellent customer service.
The platform, along with Zoho Desk alternatives, is equipped with tools and automation features that can simplify your agents’ workflows and boost productivity and efficiency.
The software from Zoho Desk offers omnichannel support with a unified view, enabling agents to manage customer concerns from a single location.
Pricing
- A free trial is available.
- Monthly plans start at $14.
10. Help Scout
Help Scout is a customer service software designed to replicate the experience of working from a shared inbox.
Unlike Help Scout alternatives, it offers the added benefit of tracking customer inquiries via email and live chats.
It brings together customer data, interactions, and history, providing your agents with background for every request.
Pricing
- A free trial is available.
- Monthly plans begin at $20/user.
11. Olark
Olark‘s customer service software assists teams in delivering a great customer experience.
The software offers customization features, allowing for a comprehensive brand experience for customers.
It enables customers to get instant answers to their questions, thus enhancing the overall customer experience.
With its pricing structure, no long-term commitments for most plans, and the option to add specific features as needed, Olark is particularly beneficial for smaller teams.
It allows you to select the features you need and disregard the ones you don’t, optimizing your team’s functionality.
Pricing
- Standard: $29
12. Front
Front is a customer service platform that prioritizes human interaction.
It seeks to foster strong and personal relationships with customers instead of just seeing them as tickets.
Front is an ideal choice for those in search of a straightforward, Gmail-like application for customer service.
Described on their website as a “shared team inbox,” Front facilitates the union of all team discussions in one location.
It integrates messages from various channels such as email, live website chat, SMS, and social media.
Pricing
- Free trial period: 7 days
- Pricing starts at $19/user/month
13. LiveChat
LiveChat is a live chat and help desk tool designed to deliver good customer service.
It appears as a straightforward chat box on the surface, but it actually functions as an all-inclusive help desk ticketing system.
This customer service chat tool is compatible with popular CMSes like WordPress and can also be directly linked to Facebook Messenger.
The software is recognized for its attractive chat widgets, integrated product cards, and chatbot automation.
Pricing
- Starter: $25/user/month
- Team: $75/user/month
- Business: $150/user/month
14. Jira Service Management
Jira is commonly known for its project management and issue-tracking software used by development teams.
However, they also offer Jira Service Management, a platform that aids IT teams in managing incidents and related requests.
This support tool allows you to provide assistance to both employees and customers.
Jira Service Management provides IT teams with a modern service desk, complete with ITIL-certified processes.
Pricing
- A free trial is available.
- Standard plan starts at $21/agent/month.
15. Hiver
Hiver is a customer service help desk designed for integration with Google Workspace.
Instead of adopting an entirely new platform, Hiver enhances your company’s current Google Office programs by adding common customer service features such as Gmail shared inbox, analytics, and SLAs.
It’s good for customer support teams who prefer the familiarity of Gmail but need help managing customer requests.
Pricing
- A free trial is available.
- Lite: $19/user/month
- Pro: $49/user/month
- Elite: $69/user/month
16. Bitrix24
Bitrix24 is a popular customer service software that provides a suite of communication, social collaboration, and management tools.
Bitrix24 also possesses project and team management features, making it good for remote customer service teams.
This platform enables your teams to deliver omnichannel support and manage customer questions from one central point.
Pricing
- A free trial is available.
- Monthly plans begin at $61/ agent.
17. Nextiva service CRM
Nextiva Customer Service CRM is a software that helps businesses manage and improve their relationships with their customers.
This software provides a unified customer service platform that allows businesses to track customer interactions, manage customer data, and automate some parts of the customer service process.
Nextiva’s product suite also integrates with widely-used business applications for the enhancement of support operations and agent efficiency.
Pricing
- Monthly plans begin at $18.95/user/month.
18. Intercom
Intercom is a customer service software that enables companies to communicate with their customers on their website, app, through social media, or via email.
Intercom’s customer service solution employs messaging and automation to enhance the experience for both customers and in-house teams.
This software is designed to help businesses manage and improve their customer engagement and support compared to Intercom alternatives.
Pricing
- A free trial is available.
- Starts at $74/2 seats/month.
19. Happyfox
Happyfox is a customer support system suitable for use by not just customer service teams, but also HR and marketing departments.
It enables the streamlining of internal customer service through its IT support and customer support operations modules.
Together with Happyfox alternatives, it provides customizable workflows and automation features that help simplify and reduce routine tasks, thereby making work more manageable for agents.
Additionally, Happyfox provides self-service options for both internal and external customers.
This enables them to find solutions to their inquiries without the need to generate a support ticket.
Pricing
- A free trial is available.
- Starts at $29/user per month.
20. TIDIO
TIDIO is a communication tool for businesses that keeps live chat, chatbots, and marketing automation in one place.
This customer service software is designed to help businesses communicate with their customers faster and more effectively.
What sets TIDIO apart from its competitors is its exceptional affordability.
TIDIO provides affordable solutions for websites with fewer visitors, ensuring you don’t pay for excessive features or site traffic that you might not need.
Pricing
- A free plan is available.
- Communicator: $19/operator/month
- Chatbots: $19/operator/month
- TIDIO+: $329/operator/month
Summary of the top customer service software solutions
Below is a summary of the best customer service platforms:
| Name | Features | Pricing plan |
| BoldDesk | Starts at $12 per agent/month.
| |
| Zendesk |
| Starts at $19/month/user.
|
| Freshdesk |
| Starts at $15/month/user.
|
| Salesforce |
| Starts at $25/month/user.
|
| HubSpot Service Hub |
| Starts at $18/month/user.
|
| Aircall |
| Starts at $30/month/user.
|
| Helpshift |
| Starts at $150/month/user.
|
| LiveAgent |
| Starts at $12/month/user.
|
| Zoho Desk |
| Starts at $14/month/user.
|
| Help Scout |
| Starts at $20/month/user.
|
| Olark |
| Starts at $29/month/user.
|
| Front |
| Starts at $19/month/user.
|
| LiveChat |
| Starts at $25/month/user.
|
| Jira Service Management |
| Starts at $21/month/user.
|
| Hiver |
| Starts at $19/month/user.
|
| Bitrix24 |
| Starts at $61/month/user.
|
| Nextiva service CRM |
| Starts at $18.95/month/user.
|
| Intercom |
| Starts at $74/month/user.
|
| HappyFox |
| Starts at $29/month/user.
|
| TIDIO |
| Starts at $19/month/user.
|
What are the various types of customer service platforms?
Here are some types of customer service platforms.
Help desk software
This is a platform that provides customer support operators with a range of tools to assist users and solve their problems.
These tools typically include ticket management, automation, reporting, a customer portal, and multiple-channel support.
The software allows companies to manage and track interactions with customers, streamline their issue resolution process, and improve customer satisfaction.
It also helps in prioritizing customer issues based on various factors like urgency, type of problem, etc., and assigns them to the appropriate support staff.
You can also use an internal help desk software to manage staff support requests, enhancing their work efficiency and overall productivity.
Knowledge base software
Knowledge base software is a type of technology that stores and retrieves knowledge to support functions such as problem solving, learning, and decision-making.
It serves as a central repository for information that is accessible to everyone in an organization.
It may include FAQs, manuals, guides, procedures, rules and regulations, among other types of information.
This software is used to create an online library of information about a service, product, department, or topic.
It can help in improving customer service by providing answers to common questions.
Internal knowledge bases increase efficiency by providing employees with quick access to the information they need to perform their tasks.
Live chat support software
Live chat support software enables businesses to communicate with their clients in real-time through a chat interface on their website or app.
This software often includes features like automated responses, chat transcripts, customer profiles, and performance analytics.
Shared inbox software
Shared inbox software is a type of program that allows multiple people to access and manage a single email account.
This can be useful for groups that need to collaborate on responding to customer inquiries, managing customer support tickets, or handling other collaborative tasks.
Phone support software
Phone support software enables businesses to handle customer inquiries and issues over the phone efficiently.
This software is designed to log, track, manage, and report on customer support calls.
It assists in managing customer’s queries, complaints, suggestions, and requests, and also helps in tracking the resolution process until the issue has been resolved.
Features of customer support software
Customer service software comes equipped with a range of features designed to enhance and streamline support operations.
While specific features may vary across different platforms, here are common features found in customer service software.
Ticketing system: This is the core feature of most customer support software, and it allows you to track customer issues and requests from start to finish on a single platform.
Centralization guarantees that every request receives attention and simplifies the monitoring and handling of support tickets.
You can assign tickets manually or automatically to different agents, set priorities, and track the progress of each ticket.
Multichannel support: Customers reach out through various channels, including email, chat, social media, and phone.
Customer service software should be able to combine all these communications into a single platform for easier management.
Integration capabilities: Integrating with other tools and platforms, such as CRM systems, live chat tools, and other third-party software, can significantly enhance productivity and provide a seamless experience.
Reporting and analytics: Track customer service KPIs such as response time, resolution time, customer effort score, and customer satisfaction.
Customer service software should provide you with reports and analytics that track your team’s performance, helping you identify areas for improvement and measure the overall efficacy of your customer service efforts.
Automation and workflow: Automation features help reduce repetitive tasks such as assigning tickets to appropriate agents and setting up auto-responses.
Look for software that can automatically assign tickets based on specific criteria, send acknowledgment emails, and set follow-up reminders.
Self-service options: These are usually in the form of a library of articles and other resources that can be used by both customers and support agents to find answers to common questions.
They can include a knowledge base, documentation, community forums, and other helpful resources.
Live chat: Live chat enables you to communicate with clients in real time, which can be helpful for resolving urgent issues or providing quick answers to simple questions.
Benefits of customer support software
Customer support software is an essential tool for many businesses.
It provides many benefits and advantages that can significantly improve the quality and efficiency of customer service operations.
Promotes customer satisfaction, loyalty, and retention
Providing service agents with the information and tools that enable them to offer swift and accurate customer responses improves their quality of service.
This reduces customer churn and promotes loyalty, which often translates into repeated purchases.
Enhanced efficiency and response time
Providing a self-service hub for your customers can significantly improve their service experience and reduce your team’s response time.
When some customers can help themselves, your team has more time for those who can’t.
With customer support software, all relevant information about a customer’s history, including previous interactions and purchases, is centralized and easily accessible.
This helps support agents respond to issues more efficiently, without having to spend time searching for information and obtaining information from customers.
Creating customer service email templates can help streamline communication and ensure consistency in customer responses.
The automation functions in proactive customer support solutions handle numerous repetitive tasks that would normally need human involvement.
This includes sorting and assigning tickets to the relevant departments or individuals, sending automated responses for common questions, and tracking the status of each customer’s issue.
This automation not only saves time but also ensures that no request goes unanswered.
Provides analysis and reports
Utilize the built-in reporting functionalities of some customer support software to understand changes in support volume, team efficiency, customer type and size, among other things.
Access to precise data insights and customer service metrics can enhance a business’s sales, marketing, and support operations.
The reports generated can help management make informed decisions.
They provide significant insights into customer behavior, preferences, pain points, satisfaction levels and customer service ROI.
Improves customer experience
Many automated customer service solutions offer automated responses and chatbots that can provide assistance around the clock.
This means that customers can receive help even outside of regular business hours.
Customer support software helps businesses provide consistent service by standardizing responses and ensuring that all inquiries are handled in a timely manner.
This can improve customer trust and satisfaction in the business.
Reduces costs and saves time
Utilizing customer support software can significantly cut down on costs.
First, it reduces the need for a large customer support team, as the software can handle some of the ticket volume, reducing labor costs.
Second, it decreases the costs associated with human errors, as the software can provide accurate and consistent responses.
Third, it reduces overhead costs by streamlining and automating different online customer service processes.
The automation provided by customer support software also saves time.
It can quickly sort and handle simple customer inquiries, leaving more complex issues to human agents.
It also provides immediate responses to customers, reducing the waiting time.
Finally, it allows for easy tracking and management of customer data, saving time that would have been spent on manual data entry and analysis.
Upgrades your service
As your business grows, so does your customer base and the volume of support requests.
Most customer support software can scale to accommodate this growth, allowing you to handle an increasing number of support tickets without compromising on service quality.
Customer support software is also flexible, meaning it can easily adapt to alterations in your business needs.
You can include new features, integrate with other systems, and upgrade your plan as needed.
As your business grows, it’s important to provide consistent service to all customers.
With customer service tools, you can ensure that all support requests are handled in a consistent manner, regardless of volume.
Best practices of customer service tools
Customer service is a key part in maintaining a successful business. It can be the difference between a single purchase and a loyal customer.
As such, it’s important to ensure you’re using the best practices to select top-notch support software.
Evaluate the requirements of your customers
One of the top ways to understand your customers’ needs is by actively listening to their questions, concerns, and suggestions.
This involves hearing and understanding your customer feedback and evaluating the information they provide.
Every customer service tool has unique features, usually customized for a particular audience, industry, or market segment.
To simplify examining the array of customer service systems, begin by identifying the kind of support your customers need.
Consider your potential for future development
Your selection of customer service software tools will form the foundation of your support team’s workflows.
Selecting an option that can grow alongside your business is important, to avoid having to overhaul everything later because your chosen solution couldn’t scale.
When assessing tools, consider their scalability. Can you add more users as your team expands? Is there an option to upgrade to a more advanced solution from the same provider if your business really takes off?
Comprehend your requirements and those of your team
It’s important to remember that a small business does not share the same needs as a large enterprise.
However, size should not be the only factor considered when choosing support software.
Consider your business operations:
- Is the majority of your marketing done online?
- Is it through social media or your website?
- Do your customers often have technical issues that necessitate involvement from another department?
- Do your customer interactions take place over the phone or solely through digital platforms?
- Are you frequently asked the same or similar questions?
Identify the customer service tasks that consume the most time or create the most managerial challenges.
Then, think over the types of tools that could potentially simplify these tasks.
Think about reporting capabilities
Reporting tools allow you to oversee your customer service experience and avoid potential irritations.
This data can be used to gain a deep understanding of your customers, your team, and even your own products and services.
Your customer service software solutions should also enable data collection on team performance, facilitating the establishment of a baseline response time and satisfaction level.
Look for free trials
Numerous customer service software tools provide free trials.
This gives you the opportunity to familiarize yourself with the product’s interface and assess its user-friendliness and suitability for your needs.
If you’re representing a larger business, it’s advisable to contact the software provider’s sales team.
Discuss your specific requirements with them so they can demonstrate how their tools can meet your needs.
Frequently Asked Questions (FAQs)
- Why do small businesses need customer support software?
Small businesses need customer support software to manage customer inquiries, provide timely responses, and enhance overall customer satisfaction.
- What are the key features of customer support software?
Key features include a ticketing system, knowledge management software, automation, reporting and analytics software, multichannel support, live chat, and integration capabilities.
These features help in organizing, automating, and improving customer interactions.
- What are the different types of customer support software?
Different types include help desk software, knowledge base software, live chat support software, CRMs, and shared inbox software.
- How do you choose the right customer support software?
To choose the right customer support software:
- Define your customer support goals and requirements.
- Consider the size of your business and potential growth.
- Evaluate the software’s ease of use and customization options.
- Look for essential features such as multichannel support and reporting.
- Check integration capabilities with your existing tools.
- Consider the quality and extent of customer support and training provided by the software vendor.
- Read reviews, ask for recommendations, and take advantage of free trials.
- How much does customer support software cost?
Costs vary based on the software provider, features, and the scale of your business. Pricing models may include per-user pricing, tiered plans, or customized solutions.
Expect monthly or annual subscription fees ranging from free basic plans to hundreds of dollars per user. Research and compare pricing models to find the best fit.
- How does customer support software improve response time?
Customer support software improves response time by:
- Automating tasks like assigning tickets and sending notifications saves agents time.
- Providing agents with quick access to customer data and history.
- Offering customer service phrases and canned responses for common inquiries.
- Allowing customers to find their answers through self-service options.
- Enabling support across multiple channels from a single interface, making it easier for agents to access and respond quickly.
It’s about time to invest in top-notch customer service software
Customer satisfaction should be a key priority for every business, as happy customers are more likely to return and spend more, while dissatisfied customers can severely harm your reputation.
This is why it’s essential to utilize top-notch customer service software.
These tools can assist you in automating and optimizing your system, enhancing your service delivery and maintaining customer satisfaction.
It’s essential to choose a tool that fulfills your immediate needs, offers flexibility for future requirements, and fits within your budget.
While the decision-making process might appear overwhelming, ending up with an unsuitable tool, unhappy customers, and dissatisfied team members is a far worse scenario.
Through evaluating these options, we hope you can identify the customer service software that aligns with your business objectives and gives you superior customer service.
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