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What is Customer Support Software?

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. Common 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 Freshdesk and other products mentioned in this category.

Customer Support Software

Top 21 Most Popular Customer Support Software

Freshdesk reviews
1.
Freshdesk

Our Score 9.8

User Satisfaction 100%

Freshdesk is the winner of our Best Help Desk Software Award for 2017 and an efficient and reliable help desk solution. It includes a great free trial plan. Read Reviews

Salesforce Essentials reviews
2.
Salesforce Essentials

Our Score 9.7

User Satisfaction 100%

Cloud help desk solution for customer service teams of small businesses. Read Reviews

Salesforce Service Cloud reviews
3.
Salesforce Service Cloud

Our Score 9.6

User Satisfaction 97%

Cloud-hosted customer service platform for faster, smarter customer support. Read Reviews

Zoho Desk reviews
4.
Zoho Desk

Our Score 8.9

User Satisfaction 100%

Zoho Desk is a support desk platform that helps you deliver top quality customer support to clients with tools that increase agent productivity and improve analytic operations. Read Reviews

LiveAgent reviews
5.
LiveAgent

Our Score 9.5

User Satisfaction 99%

LiveAgent is the winner of our 2017 Supreme Software Award. It is a complete customer and live support platform with chat for websites and all help desk features. Read Reviews

Wix Answers reviews
6.
Wix Answers

Our Score 8.7

User Satisfaction 100%

Free, all-in-one help desk software solution that provides you with the tools you need for customer and business support. Read Reviews

Freshservice reviews
7.
Freshservice

Our Score 9.4

User Satisfaction 97%

Freshservice is the winner of our Best Customer Service Software Award for 2016. It allows IT admins to effectively track and manage the assets owned by their organizations. Read Reviews

SysAid reviews
8.
SysAid

Our Score 8.9

User Satisfaction 98%

SysAid is the winner of our Expert's Choice Award. It is a feature rich, easily configurable and highly scalable help desk solution targeted at large businesses. Read Reviews

TeamSupport reviews
9.
TeamSupport

Our Score 9.1

User Satisfaction 99%

TeamSupport is a complete customer support platform that facilitates communication and collaboration between your teams and clients. Read Reviews

Vision Helpdesk reviews
10.
Vision Helpdesk

Our Score 9.2

User Satisfaction 99%

Vision Helpdesk is a customer support help desk platform that allows users to manage calls, live chat, and email in a single, convenient platform. Read Reviews

ConnectWise Control reviews
11.
ConnectWise Control

Our Score 9.0

User Satisfaction 100%

ConnectWise Control is a software app that gives you an enriched remote control experience and helps you resolve customer inquiries efficiently and without delay. Read Reviews

xSellco Helpdesk reviews
12.
xSellco Helpdesk

Our Score 8.8

User Satisfaction 100%

A popular help desk system for ecommerce businesses from various scales, which they can use to manage contact and solve tickets via several online channels. Read Reviews

ManageEngine ServiceDesk reviews
13.
ManageEngine ServiceDesk

Our Score 8.7

User Satisfaction 100%

ManageEngine ServiceDesk is an integrated help desk solution offering asset and project management built on the ITIL framework. Read Reviews

Velaro reviews
14.
Velaro

Our Score 8.7

User Satisfaction 100%

Velaro is a web-based live chat solution that lets you improve your communication with your customers and visitors in a matter of seconds. Read Reviews

HelpCrunch reviews
15.
HelpCrunch

Our Score 8.7

User Satisfaction 100%

An intelligent customer communication software for leveraging customer service through live chat, web messaging and mobile messaging. Read Reviews

JitBit HelpDesk reviews
16.
JitBit HelpDesk

Our Score 8.5

User Satisfaction 100%

JitBit HelpDesk is a web-based help desk app to delight your customers. It tracks support tickets and fully integrates with email and Active Directory. Read Reviews

Zoho Assist reviews
17.
Zoho Assist

Our Score 8.5

User Satisfaction 98%

Zoho Assist is an advanced, easy, and free remote training and troubleshooting platform with dual screens and two-way file sharing that doesn’t need installation. Read Reviews

Ytel reviews
18.
Ytel

Our Score 8.5

User Satisfaction 95%

Ytel is a contact center software and communications API solution that supports multiple modes of communication such as phone, messages, and email. Read Reviews

Cayzu reviews
19.
Cayzu

Our Score 8.2

User Satisfaction 100%

Cayzu is a cloud-based help desk platform with a smart ticket system and robust customer support tools. Read Reviews

Kampyle reviews
20.
Kampyle

Our Score 6.9

User Satisfaction 100%

Get a deep understanding of why customers are behaving the way they do on your website. Correlate the data with your web analytics for even deeper insights. Read Reviews

HappyFox reviews
21.
HappyFox

Our Score 8.8

User Satisfaction 98%

HappyFox is a cloud-based help desk and customer support software. The tool's ticket support system helps users resolve customers' issues quickly. Read Reviews

How To Choose The Best Customer Support Software

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.

Get to know each product with free trial

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 reviewsZendeskDesk.comSalesforceFreshservice and DeskRoll. You can get information on the leading apps in this category by reading our article on the top 10 customer support software.

Targeted Businesses

When selecting the best customer support software, remember that different businesses have different needs. They usually break out as follows:

  • Small business buyers – These small businesses wish to evolve beyond their contact tracking capabilities and add trouble ticketing and customer interaction tracking to boost relationships with strong customer service and support software.
  • High-volume call center purchasers – These purchasers are operating one or several large call centers. Often, their goal to manage the call center business process with the help automated rules and scripts, which are supported by many customer service software tools. These buyers are also looking for computer telephony integration.
  • Enterprise buyers – These buyers usually work for companies that regularly have a lot of customers, have complex functional needs, and appreciate the vision of an integrated software solution across all business units and departments and business units. These buyers will usually buy a best-of-breed strategy.
  • Field service buyers – These purchasers work for large companies that provide service at the client’s location and will usually benefit from mobile access. This type of buyers will look for efficient client data integration with other tools.

Customer Support Software For Enterprises

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 software tools maximize ticket deflection, track NPS, and reveal valuable data insights.

What are Examples of Customer Support Software?

  • Freshdesk: A popular support solution designed to respond to the needs of businesses from all scales, with multi-channel capability and game mechanisms for increasing agent productivity.
  • Zendesk: One of the major cloud-hosted desks known by easy setup and even easier maintenance. Highly integral and packed with advanced features.
  • Samanage: Another great desk for small business and large organizations that can streamline customer support, mostly  by collecting IT asset data and reporting on it.
  • Salesforce Service Cloud: Highly interactive desk with multiple communication channels, well-integrated with social media to improve customer retention rates.
  • Desk.com: Another leader in customer support that delivers fast, reliable, and highly prioritized customer support.

For a wider choice, read our in-depth article on the top 15 customer support solutions.

Types of Customer Support Software

There are four basic types of customer support software, categorized according to the type of support companies want to offer to their customers:

  • Proactive Support Tools. These tools automate support, monitoring and solving problems to diagnose issues and to respond to inquiries 24/7, without necessary involving a person behind the wheel.
  • Preemptive Support Tools. These solutions generate or collect information from the database and the log files, which they later on exploit to predict and solve interruptions.
  • Self Support Tools. Database and online libraries created by the agents for customers to troubleshoot incidents on their own.
  • Assisted (Live) Support Tools. This group includes systems that allow direct communication between the personnel and the users, where the agent is granted remote access to the customer’s desktop to diagnose the problem, or resolves tickets as they arrive.

Key Features of Customer Support Software

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.

  • Live Chat – allows agents to chat with your customers online and instantly capture key content from those interactions in the trouble ticketing system. Most customers prefer interacting with agents or CDRs by chat instead of by telephone.
  • Customer Self-Service – gives you an online-based customer portal where customers can look for answers to some of the most common problems. This usually takes the form of searchable FAQs, documentation, and how-to pages, among others. If the client cannot find an answer, online-based self-service tools can allow them to submit a ticket online or do a live chat with your agent.
  • Knowledge Base – handles a repository of descriptions to some of the most common or previously resolved problems or issues. These resources can be made available publicly via a website, or intended for internal use by agents.
  • Multi-Channel Management – handles customer interactions that have been received from multiple channels, including email, live chat, phone, Web, Facebook, Twitter, mobile app, and others. All interactions are then stored in the software tool and routed to appropriate CSRs for resolution.
  • Analytics and Reporting – allows managers to create customized and regular reports that provide deeper insight on your team performance, customer satisfaction, time to resolution, and other pertinent indicators.

Benefits of Customer Support Software

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:

  • Automated solution. Manual methods in managing customer support can be quite difficult and tedious. Tracking customer interaction may prove to be difficult for your business. Engaging old and new customers is the lifeline of any business, thus you should make sure you are well-prepared in managing customer support efficiently and effectively. A perception of poor customer service will cost your business.
  • Better accountability. In addition, such customer support software solutions allow you to track customer issues and agent productivity. Your whole company can then see what particularly happened to an inquiry. Such a solution can also allow you to monitor the performance of your agents, enabling you to see who among your agents are performing well, and who aren’t. By documenting every contact with the customer, the system allows you to see which CSR handled which problem and gives agents with regular feedback regarding their performance.
  • Improved coordination. When integrated with the sales force automation system you are using, customer support tools afford better transparency into your customer’s data. This can give you benefits such as allowing sales representatives know if there are any outstanding issues with the customer before making a call, or informing an agent that repair parts have been already ordered so that a client does not need to double order parts.
  • Better asset management. Customer care software systems that fully integrate with service dispatch allow reps to be more efficiently assigned. Similarly, integration with the inventory management system will allow agents to confidently confirm to the customer that repair parts are in stock.
  • Improved infrastructure scalability. Such systems can handle straightforward issues, letting customers that have more complex issues easier access to agents. This enables a growing business to expand at a quicker rate while at the same time maintaining or boosting customer satisfaction.
  • Reduce time needed to resolve customer issues. Customer support software solutions reduce the amount of time you need to resolve an issue of the customer. Thus, the same number of CSRs can address more customer issues, or the same load of tickets can be handled by a fewer number of agents.

Latest Trends

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:

  • Personalized Responses. This may as well be something developers learned from social media, namely that support has to be provided in a way which makes each client feel as if he was the only one you have to attend. Customer support programs are no longer fond of generic responses, but they thought of a way to tailor individual ones without losing too much time, which helps you satisfy client and add value to your reputation.
  • Customers That Help Themselves. Self service using FAQ pages and libraries is more popular than ever, right because it is based on precedent issues and agent experience. Agents, on their behalf, are free to focus on more complex issues the customer cannot solve alone.
  • Consistency. Consistency went all the way from a trend to a requirement, meaning that the company has to unify its methods for collecting information, and to categorize it. Collaboration is an important moment in this process, since more and more companies are turning to customers and their feedback to brainstorm solutions.

Potential Issues

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:

  • Downfalls. The failure of the system and its inability to handle inquiries is one of the reasons why customers are suspicious towards web-based support from moment zero. Note that you’re already dealing with a ‘I don’t trust automated support’ attitude, so choose a reputable provider which will keep your assistance portal active.
  • Flair Responses. Just because you’ve transferred support online and users cannot contact you live (even more if they can) doesn’t mean that you have to generalize their answers and make them short. Obviously, this depends both on the problem and the industry you’re working at, but the main point is still to make the customer feel understood.
  • Security Concerns. Your customers are delivering sensitive personal data to you, and will definitely be worried on your protection measures and safeguards. Your best bet is alleviate those fears, and to show them that they are in good hands. For the purpose, make sure you’re in good hands first.

List of Customer Support Software Companies

Updated

Selected products (0)

1.
Freshdesk

Our Score 9.8

User Satisfaction 100%

Freshdesk is the winner of our Best Help Desk Software Award for 2017 and an efficient and reliable help desk solution. It includes a great free trial plan. Read Reviews

  • Pricing: free
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based, Windows Mobile
  • Pricing Model: Monthly payment
  • Customer Types: Small Business, Large Enterprises, Medium Business, Freelancers
  • Deployment: Cloud Hosted

2.
Salesforce Essentials

Our Score 9.7

User Satisfaction 100%

Cloud help desk solution for customer service teams of small businesses. Read Reviews

  • Pricing: $25
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Monthly payment
  • Customer Types: Small Business, Medium Business
  • Deployment: Cloud Hosted, Open API

3.
Salesforce Service Cloud

Our Score 9.6

User Satisfaction 97%

Cloud-hosted customer service platform for faster, smarter customer support. Read Reviews

  • Pricing: $25
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Annual Subscription
  • Customer Types: Small Business, Large Enterprises, Medium Business
  • Deployment: Cloud Hosted

4.
Kayako

Our Score 9.5

User Satisfaction 95%

Kayako is the winner of our Expert's Choice Award. It delivers customer service in a powerful, seamless, and scalable way, trusted by over 50,000 organizations worldwide. Read Reviews

  • Pricing: $9
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Free, Monthly payment, Quote-based
  • Customer Types: Small Business, Large Enterprises, Medium Business
  • Deployment: Cloud Hosted, On Premise

5.
Zendesk

Our Score 9.5

User Satisfaction 98%

Zendesk is a winner of our Supreme Software Award. It's one of the leading help desk solutions trusted by over 40,000 organization worldwide. Read Reviews

  • Pricing: $5
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Free, Monthly payment, Annual Subscription
  • Customer Types: Small Business, Large Enterprises, Medium Business, Freelancers
  • Deployment: Cloud Hosted

6.
LiveAgent

Our Score 9.5

User Satisfaction 99%

LiveAgent is the winner of our 2017 Supreme Software Award. It is a complete customer and live support platform with chat for websites and all help desk features. Read Reviews

  • Pricing: $9
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Monthly payment, One-time payment
  • Customer Types: Small Business, Large Enterprises, Medium Business, Freelancers
  • Deployment: Cloud Hosted, On Premise

7.
Freshservice

Our Score 9.4

User Satisfaction 97%

Freshservice is the winner of our Best Customer Service Software Award for 2016. It allows IT admins to effectively track and manage the assets owned by their organizations. Read Reviews

  • Pricing: free
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Free, Annual Subscription
  • Customer Types: Small Business, Large Enterprises, Medium Business, Freelancers
  • Deployment: Cloud Hosted

8.
Vision Helpdesk

Our Score 9.2

User Satisfaction 99%

Vision Helpdesk is a customer support help desk platform that allows users to manage calls, live chat, and email in a single, convenient platform. Read Reviews

  • Pricing: $8
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Monthly payment, One-time payment, Annual Subscription
  • Customer Types: Small Business, Large Enterprises, Medium Business
  • Deployment: Cloud Hosted, On Premise

9.
TeamSupport

Our Score 9.1

User Satisfaction 99%

TeamSupport is a complete customer support platform that facilitates communication and collaboration between your teams and clients. Read Reviews

  • Pricing: $50
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based, Windows Mobile
  • Pricing Model: Monthly payment, Annual Subscription
  • Customer Types: Small Business, Large Enterprises, Medium Business
  • Deployment: Cloud Hosted

10.
ConnectWise Control

Our Score 9.0

User Satisfaction 100%

ConnectWise Control is a software app that gives you an enriched remote control experience and helps you resolve customer inquiries efficiently and without delay. Read Reviews

  • Pricing: $19
  • Devices Supported: Windows, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Monthly payment, Annual Subscription
  • Customer Types: Small Business, Medium Business
  • Deployment: Cloud Hosted

Our Score Read More

Our review platform employs our innovative SmartScore™ system to analyze all the services in the Customer Support Software category so that we can help you get the best possible service. It analyzes the following metrics: main features, collaboration possibilities, customization, integration, user friendliness, help & support, security, mobility, scores in other media. As of now, Freshdesk is the leader in this category and our experts are really satisfied with it. After detailed research and analysis it had the best results among its competitors and our experts strongly suggest that you include it as one of the alternatives for your company.

User Satisfaction Read More

A look at general user satisfaction with the services in our Customer Support Software category based on our unique algorythm that analyzes user reviews, comments and opinions across a wide set of social media sites to help you make an informed investment choice.

100%

100%

97%

95%

98%

99%

97%

99%

99%

100%

Pricing Read More

Each vendor in the Customer Support Software category will have a different set of pricing plans for its product and every package will include a varied set of features. Below we list the general pricing for the cheapest plan provided for each app. Keep in mind that advanced features may have an extra cost.

free

$25

$25

$9

$5

$9

free

$8

$50

$19

Devices Supported Read More

A summary of what type of devices and operating systems are supported by the listed B2B services in the Customer Support Software category, including mobile platforms and web-based solutions.

Windows

Android

iPhone/iPad

Mac

Web-based

Laguages Supported Read More

Check what languages and geographies are supported by the top B2B solutions in the Customer Support Software category, including services intended for international markets and prepared for multi-cultural groups of employees.

Pricing Model Read More

Find out what pricing plans are offered by the vendors in the Customer Support Software category to see which one fits your business requirements and expenses best. Note that specific software can offer free or freemium accounts for you to test first.

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

Customer Types Read More

An analysis of which groups of clients a specific B2B software in the Customer Support Software category aims for, from small businesses and non-profits to big enterprises.

Small Business

Large Enterprises

Medium Business

Freelancers

Deployment Read More

An overview of what styles of product deployement are provided by each B2B vendor in the Customer Support Software category. Although almost all modern SaaS solutions are cloud-based there are solutions may offer an on-site deployment model too.

Cloud Hosted

On Premise

Open API

Post by Alex Hillsberg