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Customer Service Software

Customer Service software enables an organization to manage and track customer relationships and support services.

Featured software

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Freshdesk is an easy-to-use customer service software that helps over 60,000 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 60,000 customers, including Bridgestone, HP, Harvard University and DHL. Learn more about Freshdesk

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos. Learn more about JIRA Service Management

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier. Learn more about Zoho Desk
Zoho Desk is Zoho's flagship web-based customer service software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With Zoho Desk, you can deliver seamless omnichannel support, improve agent productivity at scale, customize your help desk, leverage powerful AI capabilities, automate mundane tasks, get live performance insights, and deeply integrate with apps you use daily - all without spending a fortune. Learn more about Zoho Desk

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Reverse Logistics For Lost Property. Lost Returns is here to help recover lost items, and return them back safely to the owner. Learn more about Lost Returns
Reverse Logistics For Lost Property. Lost Returns is here to help recover lost items, and return them back safely to the owner. Learn more about Lost Returns

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Discover the easiest way to resolve shortcomings, requests, and complaints with a platform built for omnichannel customer service. Learn more about Issuetrak
Gain a competitive edge in customer service with the power of Issuetrak's ticket management software. Designed for omnichannel complaint submission, Issuetrak gives you instant and total visibility of your customer service team, helping you better manage and improve quality control. 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, resolve problems better, and make your customers feel heard, seen, and valued. Walk alongside major brands like Cintas and Pfizer who are already utilizing the power of Issuetrak. Request a free trial or demo today and see for yourself why we're the best ticketing software on the market. Learn more about Issuetrak

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Fully-managed service management solution with ticketing, workflow automation & notifications. Help customer teams improve CSAT & NPS. Learn more about OTRS
OTRS is a fully-managed customer service management solution that includes ticketing, multi-channel communication, workflow/process automation and notification, among its many features. Processes can be customized to incorporate workflows that best support your unique customers. Management teams love the reporting. Customer Service professionals use OTRS to provide value-added service, thereby improving CSAT and related KPIs in a cost-effective way. Learn more about OTRS

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
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

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Assembled is a support operations platform that combines modern workforce management and AI-powered issue resolution. Learn more about Assembled
Assembled is a support operations platform that combines modern workforce management and AI-powered issue resolution to help companies scale exceptional customer support. Leading brands use Assembled to optimize omnichannel staffing, gain comprehensive visibility into agent and BPO performance, and automate high-quality customer experiences. Learn more about Assembled

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
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

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
HelpDesk is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly. Learn more about HelpDesk
HelpDesk is a simple yet powerful online ticketing software forming part of our product suite. You can use it to manage asynchronous and synchronous customer communication. The HelpDesk system provides easy-to-use cooperation tools, intuitive automation, and powerful AI features, allowing you to streamline customer service and make it the best it can be. You can automate repetitive tasks, save agents' time, and increase your team's productivity. Learn more about HelpDesk

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
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

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Tidio is a customer service platform that enables you to manage all your communication channels in one dashboard and solve customer pro Learn more about Tidio
Tidio is an AI-powered customer service platform that enables you to answer customer questions 24/7. Manage all your live communication channels in one dashboard to offer immediate support. Solve up to 70% of customer problems with Lyro AI - our game-changing AI support agent. Lyro AI is fluent in 7 languages and communicates with multiple customers at once, freeing your support team to focus on high-value or uncommon requests. Generate leads with automation and email marketing. Learn more about Tidio

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Canada Local product
Designed for those with high value, noisy customers that need help in making those interactions as easy as possible. Learn more about Supportbench
Designed for those with high value, noisy customers that need help in making those interactions as easy as possible. We excel in B2B, SaaS, manufacturing and supply chain with advanced AI features included in every plan. Automate and streamline your support with AI-driven knowledge base creation, response regeneration, and case summarization. Enhance customer engagement with our AI chatbot and gain comprehensive insights through customizable views and detailed reporting. Supportbench simplifies complex interactions and boosts efficiency, ensuring top-notch support for high-demand customers. Discover the power of AI in your support operations with Supportbench. Learn more about Supportbench

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Kixie is an AI-powered revenue communications platform that enhances calling and texting for optimal performance and efficiency. Learn more about Kixie PowerCall
Kixie is an AI-powered revenue communications platform that enhances calling and texting for sales, marketing, and customer success teams. It seamlessly integrates with major CRMs like HubSpot, Salesforce, and Zoho, enabling fast setup and streamlined workflows. Outbound Sales: Connect Faster Boost connection rates by up to 400% with: ✔️ AI-Powered Local Presence Dialing ✔️ Multi-Line PowerDialer with AI Voice Detection ✔️ Spam Risk Mitigation Marketing: Convert More Leads Automated calling & texting ensure instant engagement and scalable outreach, driving higher conversions. Inbound Sales & CS: Handle Calls Efficiently 📞 CRM-Based Call Routing 📩 Group SMS & Auto Responses 📊 Call Queues Leadership: Optimize & Scale Track performance with AI-driven insights, call analytics, and live coaching. 🚀 Supercharge your outreach—try Kixie for free today! Learn more about Kixie PowerCall

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Better customer service and support with GreenRope. See all your customer information, interactions, and history in one place. Learn more about GreenRope
GreenRope CRM is a platform that enables you to provide better customer service and support, see all your customer information, interactions, and history in one place. You can use automation to simplify your tasks and communications, create tickets, surveys, feedback forms, and more to measure customer satisfaction and solve problems. GreenRope offers tools for sales enablement, marketing automation, and operations. It’s a comprehensive CRM that helps you improve your customer service. Learn more about GreenRope

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Intelligent helpdesk and IT management system. Learn more about Milvus
Milvus is the most comprehensive and intelligent customer service and support management solution. Our omnichannel platform optimizes your team management, which means increased efficiency and productivity. We offer a variety of functionalities, including intelligent ticket management, call monitoring from start to finish, device monitoring, project management, remote control of customer machines, and service integration with artificial intelligence. Learn more about Milvus

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Canada Local product
The #1 QuickBooks CRM for customer service: sync data, manage contacts, and automate estimates, invoices, and payments—all in one place Learn more about Method CRM
Method CRM is designed to help you deliver the kind of customer service that keeps people coming back. Connecting with QuickBooks Online and Desktop, Method always keeps your contact data accurate and up to date—no double entry, no stress. Easily create estimates, invoices, and manage customer details all in one place, so you can spend less time juggling systems and focus on improving customer satisfaction. Method makes it easy to stay on top of your customer relationships. Track every interaction, organize conversations, and follow up with confidence to avoid missed opportunities. With everything in one place, you’ll always have the full picture of every customer at your fingertips. QuickBooks users rate us #1 because we save time, reduce mistakes, and help businesses like yours build stronger customer relationships. Learn more about Method CRM

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Award-winning help desk, ticketing, live chat, and call center software, easy to use from the start. Try it with a free 1-month trial. Learn more about LiveAgent
LiveAgent is a fully-featured Customer Support software with over 200+ integrations. Streamline all customer interactions and manage them from a single platform. Enjoy social media integrations, unlimited ticket history, call recordings, self-service options, and more advanced features. Companies like BMW, Yamaha, Huawei, Orange, and Forbesfone use LiveAgent to deliver superior customer service to 150M users worldwide. Start with a 1 month free trial, no credit card needed. Learn more about LiveAgent

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Bring together CRM apps for sales, service, marketing, commerce, AI, and more in one integrated solution.
Build a customer 360 with a CRM that is deeply integrated across sales, service, marketing, commerce, and more with trusted AI, data, analytics, and collaboration in one integrated solution. Discover how Einstein 1 helps you become an AI Enterprise by growing relationships, productivity, and your bottom line – all at the same time. Learn more about Salesforce Sales Cloud

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Webex Suite is an all-in-one, intelligent collaboration suite built on an industry leading and secure Webex Platform.
Webex Suite is an all-in-one, intelligent collaboration suite built on an industry leading and secure Webex Platform with artificial intelligence features built-in. With 8 powerful individual workloads – Webex Suite brings together Meetings, Messaging, Calling, Webinar, Events, Polling, Whiteboarding and Video Messaging in one collaboration experience to maximize productivity and teamwork. With a variety of collaboration features, Webex Suite helps bridge the gap between office and remote workers, remove language barriers, and overcome time zone differences. Enjoy the flexibility to work from anywhere and to keep teams focused and engaged with unified, intuitive experiences and integrated AI across the entire suite. All workloads in the Webex Suite can be managed via the single-pane-of-glass administration portal, Control Hub. It also allows you to protect your teams’ data and privacy with enterprise-grade security built in from the ground up. Learn more about Webex Suite

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Integrated business management solution that automates financial, customer relationship and supply chain processes.
Microsoft Dynamics is a line of integrated, adaptable business management solutions that enable your people to make important business decisions with greater confidence. Microsoft Dynamics works like and with familiar Microsoft software-easing adoption and reducing the risks inherent with implementing a new solution. These solutions automate and streamline financial, customer relationship, and supply chain processes in a way that can help you drive business success. Learn more about Dynamics 365

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Zendesk is the all-in-one customer service support software that delivers exceptional experiences.
Power up your customer service with Zendesk, the all-in-one support software that delivers exceptional experiences. With intuitive self-service tools and AI chat capabilities that streamline support, 60% of customers see a CSAT increase, and 85% gain better visibility into their internal operations after implementing Zendesk. Provide self-service and cross-channel support, so it's easy for customers to quickly get the answers they need, when they need them. Learn more about Zendesk Suite

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
ConnectWise ScreenConnect provides businesses the ability to view and control devices from anywhere there is an Internet connection.
ConnectWise ScreenConnect (formerly ConnectWise Control) is a fully functional remote support solution. The software enables users to remotely view and control devices from anywhere with an Internet connection. For technicians, whether they primarily support personal computers or large enterprise infrastructures, the ability to quickly and effectively resolve problems helps save time and improve customer satisfaction. Learn more about ConnectWise ScreenConnect

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
NetSuite is a cloud-based ERP that gives businesses t visibility and control needed to make decisions and grow.
As the world's #1 cloud ERP solution for more than 20 years, NetSuite has helped businesses gain the visibility, control, and agility to build and grow a successful business. First focused on financials and ERP, we now provide an integrated system that also includes inventory management, HR, professional services automation, and omnichannel commerce, and is used by more than 41,000 customers in 219 countries. Learn more about NetSuite

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
An open-source suite of integrated apps to manage CRM, POS, website, eCommerce, sales, accounting, warehouse, HR, marketing, and more.
Odoo is an integrated, customizable, open-source software packed with expertly designed, user-friendly business applications. Odoo's intuitive database is able to meet a majority of business needs, such as CRM, sales, project, manufacturing, inventory, and accounting, among others. Odoo is an all-in-one software solution designed to meet the needs of businesses of all sizes. Learn more about Odoo

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM Software
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence

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.