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Hiver is a Gmail-based customer service solution that helps teams collaborate on shared inboxes like [email protected], [email protected], [email protected] Learn more about Hiver
Hiver is the world's first helpdesk built for Google Workspace. We help teams deliver fast and empathetic customer service, right from the tool they are already familiar with - Gmail. This means they can assign, track, and collaborate on customer emails and live chat queries, as well as run advanced analytics and automations from the Gmail interface, without sacrificing any time on learning new software. Hiver is used by 1500 companies including Flexport, Canva, Harvard University, and Vacasa. Learn more about Hiver

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  • Alerts / Escalation
  • Live Chat Software
  • Knowledge Base Management
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Vanilla is the most trusted all-in-one customer community solution for those who are serious about delivering exceptional experiences. Learn more about Higher Logic Vanilla
Vanilla is the most trusted all-in-one customer community solution chosen by midsize and enterprise organizations for those who are serious about delivering exceptional customer experiences. Offer your customers the best community experience, across all your products, in any language, anywhere in the world. Make your vision a reality with a sleek user experience, deep integration to your existing tools, and flexible customization to fit your branding - all supported by our SuccessTeam. Learn more about Higher Logic Vanilla

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  • Alerts / Escalation
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The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data. Learn more about Salesforce Service Cloud
Deliver great service and a flexible agent experience, from anywhere. Give agents a holistic view of every customer, whether they’re in the contact center or working remote. Scale and optimize service by leveraging AI and integrating popular support channels — like phone, messaging, and chat — directly into the agent workspace. Resolve cases faster by combining automated processes with easy access to the full details, context, and history of every case and customer interaction. Learn more about Salesforce Service Cloud

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  • Alerts / Escalation
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  • Knowledge Base Management
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Canada Local product
Ticket Management, Customer Success, Customer Experience, Knowledge Base, NPS, CSAT, CES, Customer portal, Mobile apps, CRM data Sync Learn more about Supportbench
Ticketing software Easy to use, Affordable, and Scalable. Built to manage the complexities that teams need to drive customer success and retention. We do this by unifying survey tools, NPS, CSAT, knowledge base, data synchronizations to Salesforce, dashboards, analytics, scheduling tools, team scorecards, and customer success health scoring. Learn more about Supportbench

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  • Alerts / Escalation
  • Live Chat Software
  • Knowledge Base Management
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Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University and DHL. Learn more about Freshdesk

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  • Alerts / Escalation
  • Live Chat Software
  • Knowledge Base Management
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Sprinklr helps brands provide world-class customer service at enterprise scale—powered by the industry’s most advanced AI engine. Learn more about Sprinklr
Best for: Large companies with 200+ employees Sprinklr Modern Care Lite is an out-of-the-box, enterprise-grade contact center solution you can roll out in just minutes — freeing you to focus on meeting your customers’ expectations, instead of digging through reports or training your teams. Learn more about Sprinklr

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  • Alerts / Escalation
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Fully-managed service management suite that includes ticketing, workflow automation & notification for ITSM, Customer Svc and Security. Learn more about OTRS
OTRS is a fully-managed service management suite that includes ticketing, workflow/process automation and notification, among its many features. Processes can be customized to incorporate ITIL and/or specific security requirements. ITSM, Customer Service and Corporate Security professionals use OTRS to structure communication and streamline internal processes so that they can respond quickly to any situation and provide the best possible service in a cost effective way. Request a demo today. Learn more about OTRS

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  • Alerts / Escalation
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One app to manage all your customer service channels: live chat, email, social media. Gorgias is the helpdesk designed for SHOPIFY. Learn more about Gorgias
The ONLY customer service app specifically DESIGNED FOR SHOPIFY (fully integrates with Magento & BigCommerce too). Centralize your customer support by connecting all channels in one place - email, live chat, phone, Facebook, Instagram & more - and improve support response times by 43%. All-in-one: Edit/refund orders, apply loyalty points, manage subscriptions & more. Add templates, automation, rules & macros. Get a demo or set up a free trial. See for yourself why Gorgias is #1-rated on Shopify. Learn more about Gorgias

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  • Alerts / Escalation
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  • Knowledge Base Management
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ConnectWise Control provides the ability to view and control devices from anywhere there is an Internet connection. Learn more about ConnectWise Control
ConnectWise Control (formerly ScreenConnect) is a fully functional remote support solution. The software gives you the ability to remotely view and control devices from anywhere there is an Internet connection. As a technician, regardless if you primarily support your customers personal computers or a huge enterprise infrastructure, the ability to quickly and effectively resolve problems allows you to save time and improve customer satisfaction. Learn more about ConnectWise Control

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  • Alerts / Escalation
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Canada Local product
Ada is an easy to use customer support automation platform. Learn more about Ada
As the market leader in Automated Customer Experience (ACX), Ada personalizes customer engagement by putting the power of AI in the hands of the people who know your business best. With Ada, it's simple for non-technical teams to build an automated, enterprise-class chatbot platform that solves 70%+ of customer inquiries. Learn more about Ada

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  • Alerts / Escalation
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InGenius connects telephone systems into leading CRMs for more productive customer service teams and world-class customer experiences. Learn more about InGenius
Increase agent productivity and earn happier customers with a seamless integration between your phone system and CRM. InGenius helps make calls more effective by placing critical CRM insights at your agents' fingertips. Call handling tools that let employees place, answer and transfer calls from within your CRM. Drive more successful service with one simple, smooth integration that supports unique workflows and omnichannel environments. Increase customer satisfaction and case handling capacity. Learn more about InGenius

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  • Alerts / Escalation
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  • Knowledge Base Management
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SMS texting and live chat for business has never been easier than with Avochato's solutions for teams, marketers and contact centers. Learn more about Avochato
SMS texting and live chat has never been easier than with Avochato's solutions for teams, marketers and contact centers. With no programming required, you can setup your Avochato phone number in minutes to text your prospects, customers, or staff. Segment, import, and broadcast to your contacts to scale your teams communications. Avochato integrates with platforms such as Salesforce, Slack, MS Teams, and Zapier. Enable prospects to text you from a Google Ad with the AdWords API integration. Learn more about Avochato

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  • Alerts / Escalation
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Licensing-free, award-winning contact center and blockchain software company. Register NOW for free! Learn more about Qubicles
We possess all the features needed to run an enterprise contact center or a 5-agent work at home business. Our patent pending blockchain-based solution includes ondemand staffing, inbound, outbound, live chat, quality assurance, drag-n-drop scripting, advanced reporting, and more. Open APIs and an elastic infrastructure that can quickly scale to meet the most demanding program requirements also comes standard. All the features needed to run your contact center, at an affordable price. Learn more about Qubicles

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  • Alerts / Escalation
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Vision Helpdesk offers Help Desk, Multi-Company Help Desk, ITIL Service Desk & Live Chat Software Tools for every size business. Learn more about Vision Helpdesk
Vision Helpdesk offers Customer Service Software Tools - 1) Help Desk Software (Multi Channel Help Desk) 2) Satellite Help Desk (Multi Brand Help Desk) 3) Service Desk (ITIL / ITSM PinkVerify Certified) 4) Live Chat Software Vision Helpdesk is ALL IN ONE customer support help desk allows you to manage various channels like E-MAIL, Chats, WEB-FORMS, TWITTER, FACEBOOK, CALLS everything under single roof. Vision Helpdesk is trusted by 15000 plus companies across the globe. Learn more about Vision Helpdesk

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  • Alerts / Escalation
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Front is more than a communication hub — it’s how 8,000+ companies build lasting business relationships. Learn more about Front
Front is the leader in Customer Service solutions. Front allows businesses to stop treating customers like tickets and like humans again. Built with support agents in mind, Front surrounds every customer interaction with a full history of every interaction so you can treat every customer like 1 in a million. Interact with your customers on SMS, live chat, WhatsApp, Messenger, email, and more -- a truly omnichannel experience. Discover why 8,000+ businesses trust Front for CSAT improvements Learn more about Front

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  • Alerts / Escalation
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Service Hub is customer service software that helps teams scale their support and delight their customers efficiently. Learn more about HubSpot Service Hub
HubSpot Service Hub makes it easy to solve customer problems with efficiency, accuracy, and delight. It includes ticketing & automation with a shared inbox to keep you organized; a knowledge base so customers can help themselves; live chat & bots for faster response times; customer feedback tools so you can measure customer happiness; and reporting so you can unlock insights and improve. Sign up today, for free, and experience customer success software that makes both customers and reps happy. Learn more about HubSpot Service Hub

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  • Alerts / Escalation
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Put customer service at the heart of your company. Make agents more productive, managers more impactful and customers more empowered. Learn more about Zoho Desk
Zoho Desk is the industry's favourite customer service software with contextual AI that helps you to streamline your customer care, automating routine and managing multiple customer interactions gets easier on cloud. This includes conversations spread across various channels like email, phone, social media, live chat, and more, all from a single interface. Naturally, our free plan gives you 3 users free to help you get a head start with your customer service operations. Learn more about Zoho Desk

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  • Alerts / Escalation
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  • Knowledge Base Management
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Resolve shortcomings, requests, and complaints quickly and easily in a centralized platform built for omnichannel customer service. Learn more about Issuetrak
Be an industry leader in customer service with Issuetrak ticket management software. Designed for omnichannel request submission, Issuetrak software gives you instant visibility and quality control of your customer service team. Empowered with tools like automatic notifications, a self-service knowledge base, custom dashboards and reporting, plus a task manager, you’ll respond to requests faster, alleviate problems better, and get your customers back on track. Learn more about Issuetrak

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  • Alerts / Escalation
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Great customer service starts with better customer service software. Impress your customers and increase their satisfaction. Learn more about LiveAgent
LiveAgent is a fully-featured Customer Service software with over 195+ integrations. Streamline all communication channels and manage them from a single shared company inbox. Enjoy social media integrations, unlimited ticket browsing history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange or Forbesfone use LiveAgent to deliver customer wow to 150M end users worldwide. Start with a 14-Day free trial, no credit card needed, no contracts. Learn more about LiveAgent

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  • Alerts / Escalation
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Tidio is a customer service platform that combines live chat and chatbots to improve customer support and generate more sales. Learn more about Tidio
Tidio is the all-in-one customer service platform that improves your customer support and increases your sales. An easily accessible live chat widget makes your business available 24/7, while AI-powered chatbots engage your customers in real-time, so you can sell more. Additionally, you can connect Messenger, live chat, and email to Tidio multichannel and answer all messages from one place, also on mobile. Easily integrates with all websites and platforms. Learn more about Tidio

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  • Alerts / Escalation
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Canada Local product
Tribe is a cloud-based online community platform designed to scale customer support, promote self-service, and collect feedback. Learn more about Tribe
Tribe is a modern and cloud-based community platform designed to connect and empower your customers so they can help each other. Enable your customers to find solutions to their issues, promote self-service, collect feedback, improve customer experience, and retention. Allow customers to solve issues independently with a robust knowledge base. Leverage Tribe's robust community engine, modular apps, direct third-party integration, widgets, and API to build thriving customer support communities. Learn more about Tribe

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  • Alerts / Escalation
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Talking to your customers should be easy. Chat with them right from Microsoft Teams, Slack, Webex, and Zoom. Learn more about Social Intents
Live Chat for Microsoft Teams, Slack, Zoom, and Webex enables you to chat with website visitors right from the business collaboration tools you already use. Offer customer service and sales support right from Teams, Webex, Zoom, and Slack without the need for another messaging tool. Learn more about Social Intents

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  • Alerts / Escalation
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Meet your Digital HQ for Customer Service. Deliver standout customer experiences with Slack. Learn more about Slack
Meet your Digital HQ for Service. Deliver standout customer service by putting the experts, tools and information your agents need at their fingertips. Bring the right teams together to speed up resolution times. Swarm cases and incidents in real time and easily loop in experts across the company. Collaborate and solve problems aloud with Slack Huddles. Get answers across files, messages and channels with AI-powered search. Boost productivity with automated workflows. Learn more about Slack

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  • Alerts / Escalation
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A help desk ticketing software that helps you to remove clutter and manage your customer support queries easily from multiple channels. Learn more about HappyFox Help Desk
[New: Unlimited Agent Pricing] HappyFox is a cloud based customer service software. It helps to track and manage all customer support requests across multiple channels like email, chats, social media and phone in a centralized ticket support system.Integration with other web apps like CRM, live-chats, voice and bug tracking apps makes it practical help desk. Similar customer support queries can be handled using canned actions and smart rules to automate responses. Learn more about HappyFox Help Desk

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  • Alerts / Escalation
  • Live Chat Software
  • Knowledge Base Management
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HelpDesk is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly. Learn more about HelpDesk
HelpDesk is an online ticketing system that simplifies your teams work. Its full of features that foster collaboration within your team. You can use tagging, add private notes, assign tickets to specific team members and create canned responses. To ensure the highest level of security, the system encrypts your data with 256bit SSL protocol. HelpDesk is designed to save your agents time and enable them to provide the highest level of customer service. Effortlessly. Learn more about HelpDesk

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  • Alerts / Escalation
  • Live Chat Software
  • Knowledge Base Management
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LiveChat enables you to have real-time conversations with your customers while they are on your website. Learn more about LiveChat
LiveChat provides a cost-effective way for your support team to deliver a great experience across the entire customer journey. It makes customer service more efficient by letting you hold multiple chat sessions at the same time, send canned responses to frequently asked questions, add chat tags, review chat transcripts and send files to customers through the chat window. Learn more about LiveChat

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  • Alerts / Escalation
  • Live Chat Software
  • Knowledge Base Management
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Userlike is the leading GDPR-compliant software for live chat and messaging that allows businesses to win and nurture customers. Learn more about Userlike
Userlike is your customer service solution for website chat and mobile messaging. Chat with your customers via your website, Facebook Messenger, WhatsApp, Telegram and SMS. Connect your chatbot and automate parts of your customer interactions. Born and hosted in Germany. Userlike keeps your and your customers' data safe with a 100% GDPR-compliant communication solution. Learn more about Userlike

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Bitrix24 is #1 free client management (CRM) and customer service solution, used by 8 million businesses worldwide. Learn more about Bitrix24
Bitrix24 is #1 free client management (CRM) and customer service solution, used by 8 million businesses worldwide. Cloud/mobile/open source editions available. Multichannel customer service - email, telephony, website live chat, Facebook, Instagram, Viber, WhatsApp, Skype, Slack and other mobile messengers are supported. Learn more about Bitrix24

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  • Alerts / Escalation
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Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500. Learn more about Agile CRM
Agile CRM Customer Service Software - Provide superior customer service and maintain satisfied customers over the long term. Agile CRM enables businesses to provide a more personalized customer support experience. With a host of powerful help desk automation features at your fingertips, you will better understand your customers so you can be there to assist when they need you most. Learn more about Agile CRM

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  • Alerts / Escalation
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EngageBay is a simple, affordable all-in-one marketing, sales and service CRM software to acquire, engage, nurture, close leads. Learn more about EngageBay
EngageBay is a simple, affordable, all-in-one marketing, sales and support CRM software built for small businesses and startups to acquire, engage, nurture web visitors and convert them to happy customers. EngageBay offers free live chat software to deliver the personalised one-on-one support to every customer using a simple and powerful free live chat software. - all from one easy to use platform. Learn more about EngageBay

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Access all of the tools you will ever likely need to perform effective and proactive human and chatbot customer service with Smartsupp. Learn more about Smartsupp
Customer service today requires rapid response times with virtually seamless correspondences that effectively take care of your buyers' needs. Smartsupp delivers a multichannel live chat solution with chatbots, video recordings, and all of the customer care tools you will ever likely need in order to deliver consistent and outstanding customer service. Providing conversation management tools all the way through to AI, Smartsupp offers customer care features built to service your shoppers needs. Learn more about Smartsupp

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  • Alerts / Escalation
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Kixie is the sales engagement platform that boosts sales team performance with ultra-reliable, easily-automated calling & texting. Learn more about Kixie PowerCall
Better Sales, Made Simple. Kixie is the sales engagement platform that boosts sales team performance with ultra-reliable, easily-automated calling and texting for Hubspot, SalesForce, Zoho, Pipedrive, and leading CRMs. Supercharge your CRM into an automated sales machine with intelligent autodialing, seamless CRM integration, and Enterprise phone service. Start making calls in 3 minutes with no hardware and a 100% free trial. Learn more about Kixie PowerCall

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Decision tree driven interactive guides that plug into most CRM systems. Follow business processes in an interactive manner. Learn more about Yonyx
Yonyx is a cloud based platform for creating decision tree driven interactive guides that plug into most CRM systems. Yonyx guides helps users follow business processes in an interactive manner - be it for troubleshooting, customer service, telemarketing or for customer self service. Yonyx helps improve quality & consistency of service delivered by an organization - resulting in improved CSAT, reduced cost and increased revenue through better customer retention & faster acquisition. Learn more about Yonyx

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  • Alerts / Escalation
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Genesys Cloud CX makes customer relationships simple. We connect phone, email, and chat through one tool for better customer engagement Learn more about Genesys Cloud CX
The Genesys Cloud CX application is all-in-one cloud customer service solution that helps you manage customer conversations and understand their journey. Give your employees a single tool that handles all communications - voice, chat, email, text message and more. An intuitive interface makes it easy to use, whether youre an agent, supervisor or IT administrator. Weekly feature releases ensure youll exceed customer expectations today and tomorrow. Learn more about Genesys Cloud CX

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  • Alerts / Escalation
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GreenRope brings you a full suite of sales, marketing, & customer service tools helping your team deliver customized support. Learn more about GreenRope
GreenRope Complete CRM integrates CRM, marketing automation, and customer service ticketing into one platform delivering a comprehensive solution to help your entire team deliver real results. Your team has a full suite of customer service tools to deliver and automate optimized customer experiences through chat, ticketing, realtime updates, data collection, and seamless transitions between departments. Integrated CRM and customer service allows your team to be more productive and supportive. Learn more about GreenRope

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  • Alerts / Escalation
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Canada Local product
As the #1 rated CRM by QuickBooks users, Method:CRM streamlines your business from lead to repeat and everything in between. Learn more about Method CRM
A QuickBooks CRM platform, Method seamlessly syncs with your QuickBooks data, offering a shared source of truth across your organization. With Method:CRM, a fully customizable solution, you can manage leads, automate workflows and serve your customers better with self-serve portals all within a single tool. The #1 rated CRM by QuickBooks users, Method:CRM empowers thousands of small and mid-sized businesses to scale operations, increase sales and improve their bottom line. Learn more about Method CRM

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  • Alerts / Escalation
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Omnichannel customer engagement platform: Live Chat, SMS Text integration, Support Ticket Management, Knowledge Base, Facebook and more Learn more about LiveHelpNow
LiveHelpNow is an omnichannel software solutions provider for all of your customer support, contact center, lead generation, and help desk needs. Offerings/capabilities include live chat, SMS text-to-chat, ticket management, chatbots, knowledge base, social media messaging, live chat agents, enterprise level reporting, KPI dashboards and more. Finally, provide the data and resources your agents need to delight your customers. #1 Live Chat Software 8 years in a row by Business.com. Learn more about LiveHelpNow

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  • Alerts / Escalation
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Business SMS for marketing, sales, and customer service. Contacts never has to install an app, your team gets business grade features. Learn more about Heymarket
Heymarket is business text messaging for companies with 100+ employees. Your customers never have to install an app and use SMS, Facebook Messenger, Apple Business Chat, Google's Business Messages, and WhatsApp. Your team can send, read, and reply to messages from Heymarket Web on their computers, the native iOS app (featured by Apple), or Android app. Heymarket works with leading enterprise apps including: Salesforce, HubSpot, Microsoft Teams, Slack, Zendesk, Zapier, and more. Learn more about Heymarket

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Improve your Customer Service and nurture your clients throughout their entire lifecycle on a single and affordable platform. Learn more about Froged
If you're looking for a tool to improve your Customer Service and Retention process you definitely take a look at FROGED . Our tool has been designed to nurture your customers throughout their entire lifecycle. With FROGED you will be able to increase engagement, retention, and reduce churn. Serve your customer's unique needs with customized email campaigns, a beautifully integrated knowledge base, live chat, and automated messages . 7-day FREE Trial Learn more about Froged

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  • Alerts / Escalation
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A human + bot hybrid customer support software that lets companies automate their customer support. Learn more about Kommunicate
The way customer conversations and support are happening is broken, redundant, and time and cost-inefficient. And Kommunicate aims to correct it. Kommunicate is a human + bot hybrid customer support software for proactive, real-time, and personalized support. The amount of customer service queries is ever increasing. That is why AI becomes extremely important. With chatbots, businesses can serve their customers effectively without spending vast amounts of time, resources, and workforce. Learn more about Kommunicate

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  • Alerts / Escalation
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Helpwise is a Shared Inbox for your Team Email, SMS, Live Chat, WhatsApp, Social Media accounts & many other channels. Learn more about Helpwise
Helpwise allows customer focus teams to convert customer queries to customer delight. It serves as a one-stop solution for customer support and sales reps who want to handle customer communication across multiple channels, using one platform. Using Helpwise, companies can manage team emails, social media messages, WhatsApp messages, SMS, and live chat conversations as well! With Helpwise, companies can create Knowledgebases and chatbots as well as provide faster and better customer support. Learn more about Helpwise

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  • Alerts / Escalation
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Simplify your Work with this easy to use and highly flexible web and mobile Asset, Work Order and Customer Service solution. Learn more about Novo Solutions
Simplify your Work with this easy to use and highly flexible cloud based, web and mobile Asset, Work Order and Customer Service solution. Auto route Requests submitted via email, web portal or mobile app to the appropriate department. Create powerful reports and dashboards. Easily customized to your needs with Custom Fields, Forms, Record Lists, Email Templates, Work Flows and Permissions. Web Portal available for customers and employees. Learn more about Novo Solutions

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  • Alerts / Escalation
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REVE Chat is a smart customer communication platform that comes with Chatbot, Live Chat, Cobrowsing & other features for multichannel. Learn more about REVE Chat
REVE Chat offers an AI-powered chatbot that deals with customer inquiries and automatically generates personalized messages for individual customers. It also comes with Live Chat features to provide real-time support. You can deploy the chatbot to automate your sale process, generate leads, and increase customer engagement. It is available 24/7, even at weekends and during holidays, which shows commitment to customers. Engage, manage and satisfy the customers in real-time with a chatbot. Learn more about REVE Chat

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  • Alerts / Escalation
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Improve NPS, reduce costs, and increase efficiency with cloud-based, drag-and-drop solutions and APIs that meet your customer and emplo Learn more about Infobip
Infobip is a global leader in omnichannel communication, helping brands to create meaningful relationships with their customers, at scale. Our communications platform is powering a broad range of solutions, messaging channels, and tools for advanced customer engagement, security, authentication, support, and retention. Learn more about Infobip

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  • Alerts / Escalation
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Set up live chat on your website in just 5 minutes. Talk to your website visitors from your PC, tablet or mobile phone. Increase sales! Learn more about HelpOnClick
HelpOnClick team does its best to create the software that helps merchants easily talk to their website visitors. Simple and intuitive live chat and help desk allow customers to concentrate on the main points - increasing sales and improving customer support. The HelpOnClick Live Chat software includes the following main features: Real-time traffic monitoring Virtual chat agent Customizable icons and texts Integration with Facebook Integration with major CRM, CMS, Help Desk systems Learn more about HelpOnClick

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  • Alerts / Escalation
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Give customers and employees the most relevant answers in real-time using no-code intelligent automation and conversational AI. Learn more about Inbenta
Inbenta is a one-of-a-kind Conversational AI Platform that helps organizations of 500+ employees automate personalized interactions at scale with their customers. Offering 360º conversational experiences across all channels becomes easy with its 4 modules that power search, chat, knowledge, and voice solutions. Due to its patented Natural Language Processing (NLP) technology, available in +35 languages, no previous data training is needed, and it can be up and running in a matter of days. Learn more about Inbenta

Features

  • Alerts / Escalation
  • Live Chat Software
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
From seed-stage startups to multinational companies, thousands of businesses choose ProProfs Help Desk to resolve customer issues. Learn more about ProProfs Help Desk
ProProfs Help Desk is a popular online help desk software that is hosted on the leading cloud platform- IBM. With a shared inbox, you can simply track, prioritize, assign, and resolve all support tickets in a jiffy. Rise above repetitive tasks by leveraging an automated workflow- where tickets are automatically assigned to relevant agents and you receive automated alerts & notifications. With integrations such as Knowledge base and live chat, you can reduce ticket volume & engage with customers. Learn more about ProProfs Help Desk

Features

  • Alerts / Escalation
  • Live Chat Software
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
InSided is the only customer community platform built for B2B SaaS and subscription-based companies. Learn more about inSided
InSided is the leading customer community platform for B2B SaaS and subscription-based companies. We are the only community platform built specifically for B2B SaaS. Our customer community platform helps SaaS companies become market leaders by driving digital customer engagement at scale. In short, with inSided you reduce pressure on the customer success team, build customer engagement & advocacy, and get product feedback & ideas. Learn more about inSided

Features

  • Alerts / Escalation
  • Live Chat Software
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Canada Local product
Returns, RMA, Repair and Service Management Software for In-house product service teams - easily configure to your process/data Learn more about RenewityRMA
Returns (RMA) and Service Management for manufacturers with warranty checking, serial number checking, claims management, tickets, and free customer portal. In-house repair teams of manufacturers use RenewityRMA to manage and track RMAs and repairs and service requests. RenewityRMA allows the service team to define and quickly implement their specific/unique returns and service management processes, themselves, without programming. RenewityRMA is a complete online portal for product service. Learn more about RenewityRMA

Features

  • Alerts / Escalation
  • Live Chat Software
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics
Canada Local product
An online application that allows servicing tight communities while preserving the anonymity of the users of those communities Learn more about IncognitoDesk
IncognitoDesk is a Help Desk and Customer Service platform created to connect you with your community. Your community can be made up of users, customers, employees, neighbours, etc. IncognitoDesk allows its members to easily reach your organization and its services through SMS, Email, WhatsApp, Facebook Messenger, etc. What makes it perfect for you? Our platform has anonymity built-in (but optional), so you can keep your contacts’ identities confidential. Learn more about IncognitoDesk

Features

  • Alerts / Escalation
  • Live Chat Software
  • Knowledge Base Management
  • Self Service Portal
  • Queue Management
  • Performance Metrics

Customer Service Software Buyers Guide

What is customer service software?

Customer service software is a ticketing system that documents, tracks, and resolves customer queries. It collates customer requests from multiple channels, such as phone, email, live chat, and social media, into a single portal so that agents can quickly and easily address the queries. 

The software allows multiple agents to work on each ticket, making it easier for different departments to collaborate on solving the customer’s queries. The tool also provides detailed reports and insights into customer interactions, helping organizations assess the quality of their customer service.

The benefits of customer service software

Customer service software supports businesses in managing and maintaining a relationship with customers. The solution can help you realize the following benefits:

  • Collate customer queries across multiple channels: Customer service software collates customer queries from multiple platforms into a single stream. Whether it’s a call to the helpline, an email to the support team, or a comment on your social media page, the tool generates a ticket for each customer query. These tickets get automatically added to the centralized stream, ensuring that no query is unaddressed.
  • Reduce time that agents spend on each query: The software offers an easily searchable database for a quick reference. Agents can tag members of other teams or forward the ticket to the right team, directing the customer to the best resource. The standardized answers, easily editable templates, and the ability to simultaneously respond to multiple queries shortens the ticket resolution time.
  • Increase customer satisfaction with faster issue resolution: The software lets users address each ticket as per priority and reduce the waiting time. It also organizes the ticket resolution workflow and allows agents to collaborate on tickets. This shortens the resolution cycle and improves customer satisfaction levels. 
  • Get insights into the team’s performance: Customer service software offers analytical capabilities, with customizable reports and dashboards, which provide insights into the performance of your support team. Find out the time your team takes to respond, how busy agents are on certain days of the week, and the frequent queries. This information can help you manage agents, improve their response time, and increase productivity.

Typical features of customer service software

  • Knowledge base: Build and manage a centralized, searchable repository of information regarding frequent and previously asked queries as well as the responses.
  • Support ticketing: Track interactions and autogenerate tickets for customer queries and service requests.
  • Multichannel communication: Manage incoming and outgoing customer communication on multiple channels, including email, phone, live chat, and social media.
  • Queue management: Manage the ticket queue to meet the team’s needs and monitor the wait time for incoming requests that haven’t been routed.
  • Live chat: Chat with customers to resolve their queries in real time.
  • Appointment management: Schedule and manage interactions with customers.

Considerations when purchasing customer service software

  • The solution’s usability: A poor user experience (UX) is bad for business. The tool shouldn’t slow down agents and lengthen the response time. Therefore, before you purchase a solution, try it out and ensure that the UI/UX is not too complicated or messy for your agents. After all, they have to use it every day and should be happy doing it.
  • Integration with existing third-party apps: While most software integrates with other third-party applications, check whether your preferred solution and/or pricing plan supports integration with the other solutions you use. After all, it can be wasteful and painful to find out after purchase that the software doesn’t support your applications.
  • Omnichannel customer support: It allows you to centralize everything and make it easy to manage multiple communication channels. But not all businesses need to do it. If your customers are likely to reach out via chats or emails, choose a customer service solution that offers the option you need, so that you won’t have to pay for channels that aren’t being optimally utilized.