Our Top Picks

Zoho-Desk Logo
Zoho Desk
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Includes reporting tools
Another customer service software option is Zoho Desk. This solution can help teams improve their productivity and customer service practices. It has multichannel capabilities, making it easy to manage customer conversations across multiple channels. Zoho Desk also supports workflow automation, which can save customer service teams a lot of time. Brands can choose what self-service tools they want to add to their website so customers can get information without reaching out to customer support. Here’s what’s included in Zoho Desk:

  • Integrations
  • Reports
  • Queue management
  • Alerts/escalations
  • Support ticketing
  • Live chat
  • Knowledge base

Pros & Cons

Pros

  • Offers multiple customer support options
  • Supports multichannel communications

Cons

  • The free plan is limited to only three agents

What Customers Are Saying

Great value for money, robust integrations, and scalability are all factors that make Zoho Desk popular among customers. Several customers also appreciate the ability to customize the support experience, the multiple support channels available, and the automated workflow tool, noting that these features help ease customer support activities overall. Many customers mention Zoho Desk as an excellent customer service software for start-ups and small businesses.

Summary

Zoho-Desk Logo
Zoho Desk
  • Starting Price
    • Free version available
    • Standard: $12/month/agent
    • Professional: $20/month/agent
    • Professional: $20/month/agent
  • Free Trial/Demo
    Free Trial
  • Integrations
    Yes
  • Alerts Escalations
    Yes
  • Live Chat
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Includes reporting tools
Freshdesk Logo
Freshdesk
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Includes reporting tools
Freshdesk offers a customer service software solution that supports multichannel communication, including email, phone, social channels, and chat. This makes it easier to keep up to date on customer service requests without having to continuously check multiple websites, and it minimizes the chances of forgetting a request. The platform offers many excellent tools to make it easier for companies to improve their customer support efforts, including collaboration tools, automation tools, detailed reports, and customization capabilities. A free trial and free plan are offered. Freshdesk includes the following capabilities:

  • Integrations
  • Reports
  • Queue management
  • Alerts/escalations
  • Support ticketing
  • Live chat
  • Knowledge base

Pros & Cons

Pros

  • Offers a free plan

Cons

  • The free plan is limited
  • Lower-priced plans don’t include all capabilities

What Customers Are Saying

Freshdesk is celebrated by many customers for its ease of use and accessible pricing tiers, including its free version, which even with limited features is an attractive option for small businesses just getting started. Freshdesk's gamification option and multichannel ticketing are also popular features. Customers note this software is geared towards businesses looking to serve external customers rather than IT deployment.

Summary

Freshdesk Logo
Freshdesk
  • Starting Price
    • Free version available
    • Blossom: $15/month/agent
    • Garden: $35/month/agent
    • Estate: $49/month/agent
    • Forest: $99/month/agent
  • Free Trial/Demo
    21-Day Free Trial
  • Integrations
    Yes
  • Alerts Escalations
    Yes
  • Live Chat
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Includes reporting tools
LiveAgent Logo
LiveAgent
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Includes reporting tools
LiveAgent is another customer service software. One of the biggest highlights of LiveAgent is its many communication integrations. With this solution, users can communicate with customers through a wide range of channels, such as email, Facebook, Twitter, contact forms, calls, and chat. This makes it easier to help customers through one organized, feature-packed platform. This solution can also help customer service teams stay more organized. A limited free plan is available, as are paid plans. These features are offered by LiveAgent:

  • Integrations
  • Reports
  • Queue management
  • Alerts/escalations
  • Support ticketing
  • Live chat
  • Knowledge base

Pros & Cons

Pros

  • Offers a free plan
  • Integrates with many apps, including social media

Cons

  • The free plan has limitations

What Customers Are Saying

Multichannel ticketing, a universal inbox, low price, and easy onboarding make LiveAgent a popular customer service software solution for many. Customers particularly like that LiveAgent allows them to work with multiple brands and languages. Some customers mention that the mobile app design is a bit dated but love that the software offers a free plan and several useful integrations.

Summary

LiveAgent Logo
LiveAgent
  • Starting Price
    • Free version available
    • Ticket: $15/month/agent
    • Ticket+Chat: $29/month/agent
    • All-inclusive: $39/month/agent
  • Free Trial/Demo
    Free Trial
  • Integrations
    Yes
  • Alerts Escalations
    Yes
  • Live Chat
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Includes reporting tools
HappyFox Logo
HappyFox
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Offers live chat capabilities
HappyFox is another customer service software option to consider. The company created this solution to help brands increase customer retention and improve productivity. HappyFox includes a variety of capabilities that make handling customer support needs easier, such as automation tools, multichannel ticketing, and self-service tools like FAQs and knowledge base articles. This software integrates with other tools and apps like Jira, Salesforce, Microsoft Teams, Zapier, and Asana. Pricing is available via custom quote. These features are included in this solution:

  • Integrations
  • Reports
  • Queue management
  • Alerts/escalations
  • Support ticketing
  • Live chat
  • Knowledge base

Pros & Cons

Pros

  • Offers multichannel ticketing

Cons

  • Pricing is not publicly available

What Customers Are Saying

Customers of HappyFox consider this customer service software to be very comprehensive and flexible, suitable for small businesses or large organizations looking to support multiple brands from one help desk. While HappyFox can be pricey for some businesses, many customers believe its user experience, multichannel ticketing, and easy onboarding to be worth it.

Summary

HappyFox Logo
HappyFox
  • Starting Price
    • Custom Quote
  • Free Trial/Demo
    Free Trial
  • Integrations
    Yes
  • Alerts Escalations
    Yes
  • Live Chat
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Offers live chat capabilities
Help Scout Logo
helpscout
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Tickets, email
  • Includes support ticketing capabilities
Help Scout is a scalable customer service solution. This platform can help companies improve their customer service efforts and save time in the process. The software makes it possible to share team email inboxes, live chat with customers, offer an informative knowledge base, and connect with other business tools through pre-built integrations, including HubSpot, Salesforce, Slack, Trello, and Gmail. Help Scout offers a range of customer support options as well as training to help teams learn how to use the software. These are some of the features offered by Help Scout:

  • Integrations
  • Reports
  • Queue management
  • Alerts/escalations
  • Support ticketing
  • Live chat
  • Knowledge base

Pros & Cons

Pros

  • Offers training and support
  • Offers in-app messaging

Cons

  • Plans are priced on a per-user rate

What Customers Are Saying

Several customers cite Help Scout's amazing customer support, excellent UX, and easy workflow setup as key features of the customer service software. Help Scout is also popular for its many integrations, including Slack and many popular CRMs, which help to improve overall workflow. Customers also say the user Happiness Report feature is great for boosting morale among the customer service team.

Summary

Help Scout Logo
helpscout
  • Starting Price
    • Standard: $20/month/user
    • Plus: $35/month/user
  • Free Trial/Demo
    Free Trial
  • Integrations
    Yes
  • Alerts Escalations
    Yes
  • Live Chat
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Tickets, email
  • Includes support ticketing capabilities
Zendesk Logo
Zendesk
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Offers support ticketing
Zendesk is a customer service and customer engagement solution. With this software, it’s easy to have conversations across multiple channels. This solution also includes an area called the Agent Workspace, and it offers tools to help team members collaborate with each other. Zendesk also offers tools that make it easier to prioritize interactions. A variety of paid plans are available. This software includes the following capabilities:

  • Integrations
  • Reports
  • Queue management
  • Alerts/escalations
  • Support ticketing
  • Live chat
  • Knowledge base

Pros & Cons

Pros

  • The essential package is very affordable

Cons

  • Pricing is based on a per agent rate

What Customers Are Saying

Customers unanimously agree that Zendesk helps streamline and simplify workflows. The software's easy navigation, intuitive interface, excellent ticket superiority, and ability to manage a high volume of customer tickets make Zendesk a popular customer service software. Customers also cite the helpful customer support team, multiple integrations, and multichannel ticketing as key features of the platform.

Summary

  • Starting Price
    • Essential: $5/month/agent
    • Team: $19/month/agent
    • Professional: $49/month/agent
    • Enterprise: $99/month/agent
    • Elite: $199/month/agent
    • Support Suite Professional: $89/month/agent
    • Support Suite Enterprise: $149/month/agent
  • Free Trial/Demo
    Free Trial
  • Integrations
    Yes
  • Alerts Escalations
    Yes
  • Live Chat
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Offers support ticketing
Intercom Logo
Intercom
  • Customer service: Phone, email, Messenger/live chat customer support
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Offers support ticketing
Intercom's customer support option helps make the customer service process more conversational. Intercom includes personalization capabilities to make conversations with customers more personal and human. It also offers self-service options to easily give customers the information they want, which may cut down on the need to contact customer support. Tools include knowledge base articles and Resolution Bots. This solution integrates with Salesforce, Outreach, Slack, and Zapier, as well as many other programs. These are some of the features offered by Intercom:

  • Integrations
  • Reports
  • Queue management
  • Alerts/escalations
  • Support ticketing
  • Live chat
  • Knowledge base

Pros & Cons

Pros

  • Multiple paid plans are available

Cons

  • On the pricier side

What Customers Are Saying

Most customers agree that Intercom is a very user-friendly customer service software, citing its intuitive interface, super-fast live chat, ease of integration, comprehensive reporting options, and multiple custom bots as being key features of the platform. Some customers note that Intercom's customer service is lacking; however, the software's ease of use and unique metrics for measuring customer satisfaction, including its unique conversation rating tool, make up for it.

Summary

Intercom Logo
Intercom
  • Starting Price
    • Start: $39/month
    • Grow: $99/month
    • Accelerate: $499/month
    • Scale: $999/month
  • Free Trial/Demo
    Free Trial
  • Integrations
    Yes
  • Alerts Escalations
    Yes
  • Live Chat
    Yes
Features
  • Customer service: Phone, email, Messenger/live chat customer support
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Offers support ticketing
Salesforce-Service-Cloud Logo
Salesforce Service Cloud
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Includes queue management tools
Salesforce Service Cloud is a customer service platform. This solution includes case management tools, which allow cases to be resolved more quickly. Some of the features of this software include service automation tools, agent routing capabilities, and visual remote assistance tools. Salesforce Service Cloud also includes self-service features so customers are able to get the information that they need quickly. This software offers a variety of paid plans. Here’s what’s included in this customer service solution:

  • Integrations
  • Reports
  • Queue management
  • Alerts/escalations
  • Support ticketing
  • Live chat
  • Knowledge base

Pros & Cons

Pros

  • Offers multiple paid plans

Cons

  • Pricing is based on a per-user rate

What Customers Are Saying

Most customers say the main advantage of Salesforce Service Cloud is its ability to work seamlessly with the Sales Cloud and other Salesforce products. Other advantages customers have noted include the customer service software's built-in system metrics to track performance, multichannel ticketing, live customer support, multiple plug-in options, and mobile-friendly software. Many customers also find Salesforce Service Cloud to be user-friendly.

Summary

Salesforce-Service-Cloud Logo
Salesforce Service Cloud
  • Starting Price
    • Essentials: $25/month/user
    • Professional: $75/month/user
    • Enterprise: $150/month/user
    • Unlimited CRM power: $300/month/user
  • Free Trial/Demo
    Free Trial
  • Integrations
    Yes
  • Alerts Escalations
    Yes
  • Live Chat
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Includes queue management tools
TeamSupport Logo
TeamSupport
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Includes live chat capabilities
TeamSupport is a comprehensive customer support software built specifically for B2B. It offers customer management, customer self-service, ticket management, and collaboration and teamwork tools to make it easier to provide great customer service. TeamSupport integrates with common apps and programs such as Jira, Salesforce, HubSpot CRM, and Slack. Customer service team members can easily have conversations about specific tickets and customers to make sure the best service is offered and everyone is on the same page. Here are some of the features included in TeamSupport:

  • Integrations
  • Reports
  • Queue management
  • Alerts/escalations
  • Support ticketing
  • Live chat
  • Knowledge base

Pros & Cons

Pros

  • Offers team collaboration tools
  • Includes self-service tools

Cons

  • Pricing is based on a per agent rate

What Customers Are Saying

Most customers unanimously agree they enjoy TeamSupport for its highly customizable features and configurable customer portal. Customers say the TeamSupport customer service team is great, particularly at helping you configure your ticket dashboard specifically to your business needs. Customers also appreciate that TeamSupport provides in-depth details on tickets, as well as its ease of use and detailed metrics.

Summary

TeamSupport Logo
TeamSupport
  • Starting Price
    • Support Desk: $50/month/agent
    • Enterprise: $65/month/agent
  • Free Trial/Demo
    Free Trial
  • Integrations
    Yes
  • Alerts Escalations
    Yes
  • Live Chat
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, email, tickets, live support
  • Includes live chat capabilities
Hubspot-Service-Hub Logo
Hubspot Service Hub
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, tickets, live support
  • Includes reporting tools
HubSpot Service Hub is another option. This customer service software helps make customer service management a lot easier. It includes conversation tools, automation capabilities, ticket automation tools, and customer service survey capabilities. This software integrates with other programs and tools such as Gmail, Outlook, Mailchimp, Zendesk, Zoom, Salesforce, and Slack. HubSpot offers 24/7 customer service, and a free trial is available. These are some of the features included in this software:

  • Integrations
  • Reports
  • Queue management
  • Alerts/escalations
  • Support ticketing
  • Live chat
  • Knowledge base

Pros & Cons

Pros

  • Doesn’t charge a per-user price

Cons

  • Can be pricey for larger teams

What Customers Are Saying

Customers appreciate that with HubSpot Service Hub they can merge their service team and all other departments into one CRM system. This universal visibility lends itself to more comprehensive contact management as well as improved user experience and service ticket tracking. Customers also enjoy HubSpot's easy-to-use email templates and customizable features.

Summary

Hubspot-Service-Hub Logo
Hubspot Service Hub
  • Starting Price
    • Starter: $40/month
    • Professional: $320/month
    • Enterprise: $1,200/month
  • Free Trial/Demo
    Free Trial
  • Integrations
    Yes
  • Alerts Escalations
    Yes
  • Live Chat
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: Phone, tickets, live support
  • Includes reporting tools
Knowledgebase Logo
Proprofs Help Desk
  • Deployment: Web-based, cloud, SaaS
  • Customer service: 24/7 (live rep), online
  • Integrations
ProProfs Help Desk software aims to power your customer service with useful cataloging and collaboration tools. It helps in streamlining all your customer-facing support channels and managing customer communication. It organizes customer inquiries and all in one place, leaving no room to miss a single customer question. It creates insightful reports and details the average response time, agent ratings, and average resolution time. This helps in giving a transparent look at customer support processes and makes it easier for the users to understand where their team needs to improve. Its notable features include:
  • Shared inbox software
  • Track customer satisfaction and constantly improve service
  • Add private notes & keep agents updated
  • Categorize tickets easily with labels
  • Set priorities & know which tickets to address first
  • Bridge communication gap among agents
  • Train customers and agents anytime, anywhere

Pros & Cons

Pros

  • 90+ languages supported
  • Monitor agent performance & customer satisfaction
  • Resolve customer tickets collaborative

Cons

  • Pricing per page as opposed to per user
  • No mobile deployment option

What Customers Are Saying

ProProfs Help Desk software aims to improve customer support and employee training with useful cataloging and collaboration tools. The platform is easy to use and includes several helpful organizational features, such as drag-and-drop capability, revision history tracking, a Google-like search bar, table of contents, and more. It helps in streamlining all your customer-facing support channels and managing customer communication. It organizes customer inquiries and all in one place, leaving no room to miss a single customer question.

Summary

Knowledgebase Logo
Proprofs Help Desk
  • Starting Price
    • Free Version Available
    • Essentials: $0.40/month/page
    • Premium: $0.70/month/page
    • Knowledge Base + Help Desk: $4/month
  • Free Trial/Demo
    Free Trial
  • Integrations
    Yes
  • Alerts Escalations
    Yes
  • Live Chat
    Yes
Features
  • Deployment: Web-based, cloud, SaaS
  • Customer service: 24/7 (live rep), online
  • Integrations

How We Chose the Best Customer Service Software

Good customer service is a must, and it’s an essential part of running any business. Bad customer service or customer service mistakes can lead to a loss in revenue and fewer customers. The good news is customer service software can help teams improve their customer service practices. There are many software options to consider. We evaluated each company on this software list based on the most important features to help companies choose the right customer service software for their needs.

Customer Service Features

Customer service software should have a mix of features that help companies improve their customer service efforts. This includes queue management, alerts/notifications, and ticketing. We evaluated software options that include these kinds of features.

Integrations

This software should include pre-built integrations with CRM systems, communication apps, and other tools so they can easily be used along with customer service software. We looked at software that offers pre-built integrations.

Reports

It’s also recommended that this software include reporting tools. Detailed reports help the user assess and improve their customer service practices. We evaluated customer service software options that include reporting capabilities.