Customer Support Software is a web category that covers all applications and bulletin board systems companies use to answer questions and deal with queries and complaints timely and effectively. Show moreCommon features include help desk functionality, ticketing & points of contact, CRM, and contact management, while advanced systems also offer lead extraction, registration mechanisms, and tutorial builders. In order to find the perfect customer support app for your business, check our leader Zendesk and other products mentioned in this category.Show less
To prepare this list of best Customer Support Software we have analyzed 1,317 different tools currently available on the market, analyzing their features, ease of implementation, client service, offered integrations as well as mobile device support with our unique SmartScoreTM rating system. This list has been prepared by Jenny Chang, our software expert responsible for the Customer Support Software category.
Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.
An efficient and reliable help desk solution and winner of our Expert's Choice Award. The software offers multi-channel support, automation tools, gamification, and self-service portals to help businesses deliver high-quality customer support. The software helps improve organization and ease collaboration within support teams.
A comprehensive customer support platform with live chat functionalities for websites and robust help desk features. The software comes with a simple, intuitive interface that makes it easier to implement and helps boost adoption. An all-in-one inbox, along with multiple social channel support, streamlines request management and keyword monitoring so reps can quickly respond to customer queries.
Free, all-in-one help desk software solution that provides you with the tools you need for customer and business support. As a complete customer support solution, Wix Answers lets you create your own help center for managing tickets from multiple channels and facilitating communication with customers. Customization options also let you put your own branding on your help center.
Freshservice allows IT admins to effectively track and manage the assets owned by their organizations. The platform offers a powerful ticketing system and knowledge base, as well as features for vendor management and incident management. A built-in self-service portal also lets end users submit tickets and browse knowledge base articles.
A powerful and scalable knowledge base solution for internal users and customers to enable self-service. Flexible and scalable, the application lets you expand content as your business also expands. Aside from letting it grow with your business, it keeps versions tight with its fully automated version control module.
Online customer service, support, and help desk solution native to the HubSpot suite. The software has a built-in conversations feature that helps boost customer engagement by adding context to customer communication. A universal inbox also collects messages from multiple channels, helping teams collaborate and provide better customer support.
Atera brings the entire IT business together by its unique combination of RMM, remote control, and PSA in one system. This innovative network management solution is capable of remotely monitoring an unlimited number of servers and workstations, as well as powerful ticketing and customer satisfaction surveying and billing and invoicing.
A full-featured service desk platform that allows IT teams to deliver rapid end-to-end service delivery. The software lets you automate tasks, build knowledge bases, and collaborate in real-time, so you can deliver the best customer service possible. You can also link tickets to your team's task queue on Jira for faster issue resolution.
A comprehensive contact center platform built to reinforce customer support efforts and optimize your workforce. It combines all client communications into one neat, intuitive system so your reps can deliver faster responses. Routing functionalities ensure that messages go to the right agents, reducing the risk of overlooked communications.
Qualtrics is an award-winning tool trusted not only by thousands of companies but also by academic institutions. The first survey software that adapts the use of artificial intelligence in survey data analysis, Qualtrics utilizes its advanced intuitive tools to streamline the complex research process for businesses of any size.
ConnectWise Control is a software app that gives you an enriched remote control experience and helps you resolve customer inquiries efficiently and without delay. Aside from helping reps provide efficient remote support, the software also includes collaboration features that let users exchange files and work simultaneously on one task.
Combining the functionalities of help desk and management tools, SysAid won our Expert's Choice Award. It is a feature-rich, easily configurable, and highly scalable help desk solution targeted at large businesses. It supports iOS and Android-based mobile devices, making the platform accessible to users anytime, anywhere.
A web-based power dialer that speeds up and streamlines the outbound calling process. PhoneBurner has a contact manager feature built into the system, which automatically organizes imported leads in preparation for the calling process. Using the contact manager feature, sales can create a priority list by category, custom tags, etc.
A contact center software that integrates with over 100 marketing solutions, Ytel provides businesses with different communication channels in one platform. These include SMS, voice calls, email, and direct mail. It also offers robust security options, which add to your clients’ peace of mind.
Velaro is a web-based live chat solution that lets you improve your communication with your customers and visitors in a matter of seconds. The software gives you an accurate picture of how visitors interact with your website, so support agents can have additional context for conversations with customers. Features such as tiered chat routing also ensure that agents' skills are maximized.
An intuitive cloud-based call center software designed to enable businesses and organizations to deliver clear, responsive, and high-quality customer support to their clients. CloudTalk was designed with the needs of SMEs in mind. It is a highly flexible and customizable platform that can be tailored to your specific requirements.
Paldesk is an omnichannel communication platform developed to enable businesses to truly reply in real time. The platform combines the features of live chat and help desk tools, allowing agents to connect to customers on different channels using just one hub. And since the software is web-based, agents can resolve tickets and provide support even from mobile devices.
TeamSupport is a complete customer support platform that facilitates communication and collaboration between your teams and clients. Designed for B2B users, the platform offers customer self-service portals, ticket management, ticket automation, and live chat, among others. Collaborative tools also allow team members to efficiently work together to resolve customer issues.
A secured and easy to deploy remote support software designed for managed service providers, IT professionals, and help desks. The platform enables remote access and support from any device, including mobile devices. Security isn't an issue as well, as Splashtop encrypts remote sessions and provides device authentication features for computers and servers.
A cloud-based comprehensive call center software that aims to help boost agent productivity. It comes with simple yet intuitive outbound and inbound tools as well as robust features for telecommunication services, agent activity monitoring, real-time statistics, project management, and database management.
Cayzu is a cloud-based help desk platform with a smart ticket system and robust customer support tools. The platform helps you track tickets and conversations, allowing you to manage support inquiries from one cloud-based portal. Automated rules and workflows also organize your support ticket queue, so you can provide faster, more efficient customer service.
Techinline FixMe.IT is a tool that enables users to instantly view, diagnose, and resolve technical issues on a remote computer without pre-installing software. Through the software, users can easily launch a remote session using only a browser and an Internet connection. These features make it easier for agents to provide instant, on-demand customer support.
A robust help desk application designed to help users track support tickets and emails in the most efficient way possible. The platform uses machine learning technology to streamline support request monitoring and automate repetitive back-office tasks. A simple, clutter-free interface ensures easier navigation and improved productivity for customer support agents.
RingOver is a cloud-based phone system that boosts communication capabilities of any business or organization, enabling them to use their phones for sales, customer support, and internal collaboration.
Organizations all over the world are using customer service and support online platforms to track and manage service interactions, whether online, by phone, by social media, through email, or even face-to-face.
However, there are literally hundreds of tools available in the market and buying the best customer service software platform for your business can be quite challenging. Here is a buyer’s guide to shortlisting the best Customer Support software programs for your needs.
You may want to start off with signing up for several free trial plans or demo from popular customer support software providers. If you do that you should have a pretty decent idea on how each software performs and if it has any disadvantages you should know about. The best thing to do is to do a comparison of services that currently have the highest SmartScore rankings and Customer Satisfaction Rating in our customer support software reviews: Freshdesk reviews, Zendesk, Desk.com, Salesforce, Freshservice and DeskRoll. You can get information on the leading apps in this category by reading our article on the top 10 customer support software.
When selecting the best customer support software, remember that different businesses have different needs. They usually break out as follows:
Customer Support software is a critical asset for every large company, especially when designed as an innovative solution that can make the brand memorable, and convert business in an experience more interactive than completing transactions. One of the reasons why big companies are where they are is that they place customer relationships on top of their priorities, and build trust from the shopping cart all the way to the stock market. These systems reinforce the conventional communication channels and offer emerging ones, making it easy to connect with customers from every device and location, and embedding self-service to reduce the burden of the support teams. Inclusively, customer support tools maximize ticket deflection, track NPS, and reveal valuable data insights.
For a wider choice, read our in-depth article on the top 15 customer support solutions.
There are four basic types of customer support software, categorized according to the type of support companies want to offer to their customers:
Depending on the type of purchaser you are, here is a list of the basic and useful features found in most, if not all, customer service and support solutions.
A well-implemented customer service tool increases satisfaction, empowers CSRs, and provides transparency and reporting to you on the support process. Our detailed comparisons show that the advantages customer service systems can provide you include:
The ultimate aim of every business is to increase profit, and the best way to do that is to keep customers satisfied. This makes us believe that the development of customer support software is nowhere close to being exploited, and that there is much left to expect from it. These are the most recent trends and developments in customer support software:
There aren’t too many cons to hold you back from transferring customer support on the web, but we still recommend you to take care of the following issues:
You won’t see lack for choices when it comes to customer support software. While there are customer support platforms that work as all-in-one solutions, you’ll also find that some of these systems focus on one or two main features. To make sure that you’re choosing the right software, here are some factors to consider:
Customer support software is experiencing steady growth, as more businesses prioritize high-quality customer service. Here are some interesting statistics about customer support that you may find useful.
Disaster recovery and security are two main factors that need to be considered by SaaS consumers when evaluating potential vendors.
Many SaaS providers do not have a disaster recovery site. Therefore, ask the following queries to your shortlisted vendors: How do you test your disaster recovery processes? What is your recovery time? How often do you test? Do you have dispersed infrastructure; are your main site and your disaster recovery site placed in different geographical locations?
You need to be aware that many SaaS vendors do not use enterprise-grade infrastructure to deploy SaaS apps. Many solutions have multiple providers. For example, there may be a firewall provider, an Internet provider, and a few others too in the mix. If a problem rears up, there is a lot of finger-pointing. This issue is common with on-premise IT systems. The solution is to reduce the number of providers so that there is accountability to ensure they take responsibility about performance.
Ask the potential SaaS providers the following queries about security: Is your company SAS70 compliant? What security processes are used at your facilities? What security audits and principles does your company follow? Who manages access and identity management, web application firewalls, log file management, and network connectivity?
Needless to say, take your time to research thoroughly and get the answers to the above queries before you invest in an appropriate SaaS system.
The best customer support software is Zendesk. Zendesk comes with a suite of apps or modules that help agents provide efficient customer support. Through these modules, businesses can cover all the bases and set up live chat, knowledge bases, and call centers.
Zendesk’s Support Suite is designed to improve the productivity of support agents through modules for live chat, voice and SMS, self-service, and knowledge base content. Conversations from multiple channels are unified into one platform, so agents can easily respond to customers. The Support Suite also collects relevant customer details into a single profile for easier access. Agents can also access previous events and conversations to ensure that they have all the relevant information they need. For faster follow-ups and issue resolution, the system tracks customer interactions and tags each with a priority level.
The platform’s Explore module also serves as a customer analytics tool. The tool provides insights into how customers interact with your brand and collects data from multiple channels. It also comes with built-in dashboards that you can use for analyzing team performance and setting KPIs. Additionally, the module lets you customize charts and dashboards according to your business’ unique metrics.
24/7 accessibility. Customer support tools for live chat and contact centers ensure that your customers can always reach you. The software provides a quick way for agents and customers to communicate, so issues are resolved more quickly and efficiently.
Automated capabilities. Many types of customer support software can automatically distribute calls and messages to the right agents and track customer interactions. By automating these administrative tasks, these systems help agents become more productive.
More organized workflows. Customer support software combines conversations and customer interactions from multiple channels into a single stream that’s accessible to agents. Agents don’t have to dig through email threads to find relevant context for customer queries.
Faster issue resolution. By providing all relevant customer information, customer support software cuts down the time agents spend resolving issues. The software also lets users prioritize tickets and allows for easier collaboration, shortening resolution cycles.
Improved accountability. These systems make it easier for managers to track each agent’s productivity and performance. Many of these platforms can record customer interactions across multiple channels. This way, you can easily monitor these interactions and identify opportunities for improvement.
Live chat. Through this feature, customers can initiate online conversations with support agents. This is a handy feature to have in customer support software especially since many consumers prefer chatting with agents to talking with them over the phone.
Self-service options. These software let you set up a self-service portal where customers can search for answers to commonly asked questions, read how-to articles, or submit tickets for issues they may encounter. Many of these portals also allow customers to manage or track their submitted tickets.
Multi-channel management. Customer support software centralizes customer interactions, collecting conversations and events from different channels into one platform. This way, agents can easily access information from these interactions and use the context for more efficient issue resolution.
Customer feedback. Many of these software allow customers to provide feedback after interactions with agents. The feedback can provide insights into how agents handle customer queries. This feature also helps managers monitor agents’ performance and spot areas for improvement.
Reporting and analytics. These are also important features that will help managers and business owners gauge the quality of the customer support they provide. Many customer support software allow users to customize reports so they can set their own KPIs and monitor specific metrics.
Customer support software that’s easy to use ensures that agents can resolve issues as efficiently as possible. Here are some customer support tools that are known for their intuitive interface.
Freshdesk. Freshdesk offers multi-channel support, along with a powerful ticketing module for converting transactions into tickets. The software’s collaboration features also make it easier for agents to work together on more complicated customer issues.
LiveAgent. The platform comes with a simple interface, with features and elements that are easily accessible to agents. For instance, the software’s all-in-one inbox provides ready access to all customer requests and interactions.
Hubspot Service Hub. This software has a Conversations feature that makes it easier for businesses to collect useful context for customer engagement. The information enables agents to provide proactive support and encourage brand loyalty.
Customer support software doesn’t have to break the bank to be efficient. Here are some effective customer support platforms that are free to use:
Jira Service Desk. One of the best-known customer support software today, Jira Service Desk has a free plan that can be used by up to 3 agents. This free plan likewise offers unlimited customer support, service request management, self-service portals, and 2 GB of file storage, among other features.
Wix Answers. As a completely free platform for Wix-based websites, Wix Answers lets you create your own help center. You can manage tickets from multiple channels, administer a call center, and access insights into your team’s performance and ticket response times.
ConnectWise Control. Single technicians can get a free ConnectWise Control license to provide remote customer support. This free plan allows 1 session per technician and can be used by up to 3 access agents.
FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Please note, that FinancesOnline lists all vendors, we’re not limited only to the ones that pay us, and all software providers have an equal opportunity to get featured in our rankings and comparisons, win awards, gather user reviews, all in our effort to give you reliable advice that will enable you to make well-informed purchase decisions.