To maintain happy 😃 clients, you need software that provides easy communication and enables agents to perform well. But what kind of software?
Well, for that, customer service software can be the one for smooth communication and effective customer service.
Similarly, a major shift in advanced customer support software that can handle the flood of customer queries and turn them into opportunities for interaction and loyalty is necessary.
To help you find the best customer service software, this article will discuss everything you need to know about it, including why you should use it, its features, the benefits of using customer services, its different types, how to choose the best one for you, and which ones are latest or currently the best.
🔑KEY HIGHLIGHTS
- The best customer service software is Zendesk, Intercom, Genesys, Freshdesk, and Help Scout.
- The top features of each customer service software are ticket management, multi-channel support, knowledge base, automated workflows, reporting, and analytics.
- Customer support software’s benefits are enhanced response times, improved customer experience, higher agent productivity, consistent service, and data-driven Insights.
- Some of the types of customer service software are help desk software, live chat software, knowledge-based systems, contact center software, and email support tools.
- Artificial intelligence (AI) and Chatbots, omnichannel Support, customized support with client data, self-service options, and CRM integration are the latest customer support software trends.
What Is Customer Service Software?
Customer service software is a set of technologies that assists companies in monitoring, controlling, and enhancing the customer experience. Customer service software is sometimes used simultaneously with customer support software.
Likewise, It enables you to connect with clients on the channels of their choice, monitor every exchange, and optimize all of your interactions with them. it’s critical to realize that effective customer support software enhances agents’ and customers’ interaction.
16 Best Customer Service Software in 2024 [Free & Paid]
Here are the top 16 best customer service software in 2024, with all the starting prices, trials, and key features that will help you choose the best.
| Customer service software | Starting price | Free trial | Key features |
| Zendesk | $19 per month | 14 days | Ticketing system, Automation, Customization |
| Intercom | $39 per month | 14 days | Messaging, Automation, Customer Data |
| Genesys | $75 for voice and $115 for voice and digital | Not available | Voice, Webchat, Auto dialer, IVR, Session routing |
| Freshdesk | Freeplans/multiple plans | 14 days | Collaboration tools, Reporting and analytics, SLA Management |
| Helpscout | $20 per month | 15 days | Shared box, Workflows, Integrations, Beacon |
| Talkdesk | $75 per month | Not available | Voice, Session routing, Auto dialer, Speech analytics |
| Five9 | Available on request | Not available | Omnichannel contact, handling, Call tracking, Auto dialer |
| ProProfs Chat | Free Plans/single plan | Free Trial | AI Chatbot, Custom Greetings, Real-Time Language Translation, Intelligent Chat Routing |
| Nice CXOne | Available on request | 60 days | Automatic call distribution, Interactive voice response, Workforce management, Quality management |
| Zoho Desk | Free plans/multiple plans | 15 days | Dashboard, Reporting, Automated response, SLA management |
| Salesforce Service Cloud | $25 per month | 30 days | Live chat, Automated response, Analytics, SLA management |
| HubSpot Service Hub | Free plans/multiple plans | 14 days | Ticket management, Social integrations, IVR |
| Bitrix24 | $49 per month | 15 days | Unified communications, CRM integration, Marketing Automation, Analytics and Reporting |
| ServiceNow | $19 per month | Free trial | Case management, Omni channel support, Self-service portal |
| LiveAgent | $9 per month | 7 and 30 days | Multi-channel support, Live chat, Automation rules, Customer Portal |
| Hiver | $15 per month | 7days | Email integration, Shared inboxes, Automation, Collision Alerts |
1. Zendesk
Zendesk is the top cloud-based platform among all the top 16 customer service software that assists companies in offering assistance to customers via email, live chat, ticketing networks, self-service portals, social media, and more.
Additionally, Zendesk facilitates teamwork and increases the customer experience by centralizing customer communication. The platform’s adaptable capabilities and user-friendly design allow organizations to address customers’ questions and deliver suitable assistance.
Pros
- User-friendly interface.
- Robotization and artificial intelligence for activity rationalization.
- High customization.
- Third-party app compatibility.
Cons
- Relatively expensive as compared to some other counterparts.
- The high learning curve for more complex features.
- Restricted personalization for more affordable plans.
- Delayed response times for customer service.
Zendesk Pricing
| Plan | Monthly Pricing | Annual Pricing |
| Suite Team | $25/agent/month | $19/agent/month |
| Suite Professional | $69/ agent/month | $55/agent/month |
| Suite Enterprise | $149/agent/month | $115/agent/month |
2. Intercom
Intercom is one of the best customer service software that provides full-featured customer support that combines human and automated assistance to deliver a flawless client experience.
Additionally, the Intercom platform strongly emphasizes operational effectiveness, relieving support workers of boring chores and questions by utilizing AI, bots, and rules.
Pros
- Interface that is easy to use.
- Superior chatbot and automation features.
- Easy connectivity with a wide range of third-party apps.
- Extensive customer messaging platform.
Cons
- More expensive than similar rivals.
- Difficult to use advanced features.
- Complex and time-consuming setup and customization process.
- Variable delays in customer support response.
Intercom Pricing
| Plan | Pricing |
| Essential | $39/seat/month |
| Advanced | $99/seat/month |
| Expert | $139/seat/month |
3. Genesys
Genesys provides a complete Customer Experience (CX) platform to enable smooth customer interactions across several channels. Their system is designed to maximize operational support and customer interaction.
The platform uses several capabilities, such as analytics and automated virtual agents, to improve the effectiveness of customer support processes. It offers resources for tracking client journeys, managing conversations, and directing questions.
Pros
- Extensive omnichannel support.
- Sophisticated automation and AI features.
- Sturdy reporting and analytics tools.
- Excellent ability to integrate with external apps.
Cons
- Limited customization choices on lower-tier plans.
- Extensive setup and configuration process.
- Occasional performance concerns with large-scale implementations.
- Expensive, especially for smaller enterprises.
Genesys Pricing
| Plan | Pricing |
| Genesys Cloud 1 | $75/user/month |
| Genesys Cloud 2 | $95/user/month$115/user/month |
| Genesys Cloud 3 | $135/user/month$155/user/month |
4. Freshdesk
Freshdesk, also known as the customer care system, is the best software for effectively handling inbound requests from various contact channels, such as chat, messaging, email, web, phone, and social media.
The platform offers AI and automation services, including prioritizing, ticket assignment, agent support, and pre-written replies. In addition to prioritizing teamwork, Freshdesk integrates with third-party solutions, offering field service management and predictive support features.
Pros
- Easy-to-use and intuitive UI.
- Reasonably priced, with a free tier available.
- Extensive multichannel support (social media, chat, email, and phone).
- Strong workflow management and automation.
Cons
- Lower-tier plans have fewer sophisticated features.
- Slow customer service response times.
- High ticket traffic performance concerns.
- Limited customization possibilities for sophisticated demands.
Freshdesk Pricing
| Plan | Monthly Pricing | Annual Pricing |
| Free | $0/user/month | $0/user/month |
| Growth | $18/user/month | $15/user/month |
| Pro | $59/user/month | $49/user/month |
| Enterprise | $95/user/month | $79/user/month |
5. Help Scout
Help Scout is the best customer service tool, among many others, and was created to facilitate tailored client interactions. Teams may efficiently and promptly assist customers by gathering, organizing, and responding to their queries.
The platform is renowned for its intuitive user interface, which makes it simple for agents to manage and handle consumer interactions across various channels, such as social media, chat, and email.
Pros
- An easy-to-use interface.
- Pay attention to cooperation and group productivity.
- Sturdy email management tools.
- Outstanding client service and resources.
Cons
- More expensive than other options.
- Minimal advanced automation capabilities.
- No native multichannel help other than email.
- Comprehensive reporting and analytics may be provided.
Help Scout Pricing
| Plan | Monthly Pricing | Annual Pricing |
| Standard | $25/user/month | $22/user/month |
| Plus | $50/user/month | $44/user/month |
| Pro | N/A | $65/user/month |
6. Talkdesk
Talkdesk offers several services to effectively manage client inquiries via phone, email, chat, and social media portals. The platform helps companies streamline customer support operations by offering call routing, ticketing, and real-time reporting.
Furthermore, Talkdesk is well known for its powerful and user-friendly UI. It is compatible with a wide range of well-known business apps, which helps businesses improve customer experience and manage processes.
Pros
- Full omnichannel assistance (phone, email, chat, SMS).
- Scalable solution appropriate for all types of enterprises.
- A user-friendly interface for supervisors and agents.
- Robust connection with well-known helpdesk and CRM platforms.
Cons
- Costlier than some alternatives.
- Steeper setup and configuration learning curve.
- Sporadic problems with call quality and dependability.
- Fewer customization choices for certain aspects.
Talkdesk Pricing
| Plans | Monthly Pricing |
| CX Cloud Digital Essentials | $85/user/month |
| CX Cloud Essentials | $85/user/month |
| CX Cloud Elevate | $115/user/month |
| CX Cloud Elite | $145/user/month |
7. Five9
Five9 is the best cloud-based contact center software solution for incoming, outbound, mixed, or multi-channel operations. This system includes call recording, quality control, real-time and historical reporting, campaign management, and other managerial features.
Additionally, Five9 has strong analytics and integration features that let companies improve efficiency, gain insightful data, and provide dependable, superior customer support through various channels.
Pros
- Strong omnichannel assistance via chat, email, voice, and social media.
- More sophisticated features include speech analytics and predictive dialing.
- Scalable solution appropriate for all types of businesses.
- Excellent ability to integrate with other tools and CRM systems.
Cons
- More expensive than some competitor’s brands.
- Complex setup and configuration that calls for special knowledge.
- Periodic problems with downtime and system reliability.
- Few choices for customizing features.
Five9 Pricing
| Plans | Pricing |
| Digital (Digital-only) | $175/month |
| Core (Voice Only) | $175/month |
| Premium (Digital + Voice) | $235/month |
| Optimum (Digital + Voice + WEM) | $290/month |
| Ultimate (Digital + Voice + WEM + Analytics) | $325/month |
8. ProProfs Chat
ProProfs Chat can be your everyday customer service software if you have a startup or SMB. Why? Firstly, because it’s a live chat software solution that automates customer support 24/7, thanks to its AI chatbots.
Secondly, the software offers a freemium plan (for a single operator), where you can use all premium features, free, forever! What can be any more helpful when you can extend support, generate leads, and close sales for free?
Pros
- AI chatbots for 24/7 customer support and lead generation.
- Easy-to-understand UI perfect even for non-tech-savvy teams.
- Pre-chat forms to gather customer details even before the chat begins.
- Escalate chats to senior operators in real time for complex matters.
Cons
- No downloadable or on-premise version.
- No dedicated account manager for the free plan, unlike the paid one.
- A dark user interface option is not available.
- Freemium plan only for a single operator.
ProProfs Chat Pricing
| Plan | Pricing |
| Single Operator (FREE) | $0.00 |
| Team (2+ Operators) | $19.99/operator/month |
9. Nice CXOne
NICE CXone provides a comprehensive stored-in-the-cloud customer experience. The company combines workforce optimization, automation, omnichannel routing, and customer analytics based on an open cloud architecture.
Although it is designed for large businesses, it might not be the best option for people who are tight on funds or who place a high value on capabilities like thorough reporting and forecasting for digital media.
Pros
- Full omnichannel assistance via chat, email, voice, and social media.
- Scalable solution that is appropriate for all types of businesses.
- Reporting and analytics tools for tracking performance.
- Powerful third-party application and CRM system integration capabilities.
Cons
- More expensive than some rivals, particularly with sophisticated features.
- More complex setup and configuration learning curve.
- Periodic problems with downtime and system reliability.
- Few choices for customizing some aspects.
Nice CXOne Pricing
| Plan | Pricing | Plan | Pricing |
| Digital Agent | $71/month | Essential Suite | $135/month |
| Voice Agent | $94/month | Core Suite | $169/month |
| Omnichannel Agent | $110/month | Complete Suite | $209/month |
10. Zoho Desk
Zoho Desk is one of the best customer services from where businesses can receive full assistance managing client interactions via phone, email, live chat, SMS texting, and social media.
Additionally, Zoho Desk has a large number of integrations that allow it to work with the rest of your IT stack. For larger teams, you can utilize team management capabilities, such as time monitoring.
Pros
- A user-friendly UI with customizable workflows.
- Support via several channels, such as social media, phone, chat, and email.
- Strong AI and robotics capabilities to improve workflow.
- Robust connectivity with external apps and other Zoho products.
Cons
- Few possibilities for modification.
- Complexity of integration.
- Difficult to learn.
- Scalability issues.
- Limited customer support.
Zoho Desk Pricing
| Plan | Monthly Pricing | Annual Pricing |
| Standard | $20/user/month | $14/user/month |
| Professional | $35/user/month | $23/user/month |
| Enterprise | $50/user/month | $40/user/month |
11. Salesforce Service Cloud
Salesforce Service Cloud provides an interface like a contact center operations to create, track, and manage incoming cases effectively. It automates priority escalation cases and routing. Customers can also monitor their cases using the Salesforce CRM-powered customer site.
You can get functionalities like live chat, email, and self-service channels for assistance utilizing Salesforce Service Cloud. This cloud-based service provides easy integration with Salesforce’s CRM, enabling more customer journey.
Pros
- Deep personalization.
- Smooth integration.
- AI-powered insights.
- Support for omnichannel.
Cons
- High implementation and upkeep costs.
- Increased learning curve for more sophisticated features.
- Difficult setup and adjustment procedure.
- Reliance on dependable Internet access.
Salesforce Pricing
| Plan | Pricing |
| Starter Suite | $25/user/month |
| Service Professional | $80/user/month |
| Enterprise | $165/user/month |
| Unlimited | $330/user/month |
12. HubSpot Service Hub
A help desk program called HubSpot Service Hub is part of the HubSpot Customer Relationship Management (CRM) suite. Businesses use HubSpot Service Hub to simplify customer assistance.
Additionally, it provides ticketing and support desk automation, which minimizes the need for data entry. HubSpot Service Hub’s automated capabilities prioritize service tickets so that customer support staff can attend to urgent requests first.
Pros
- The interface is easy to use.
- Smooth interaction with the CRM HubSpot.
- Strong automation and ticketing functionalities.
- Self-service support knowledge base.
Cons
- Few possibilities for modification.
- More expensive levels for sophisticated features.
- Complexity of integration with non-HubSpot systems.
- Reliance on the HubSpot ecosystem for complete functionality.
HubSpot Pricing
| Plan | Pricing |
| Marketing Hub Professional | $800/3seats/month |
| Marketing Hub Enterprise | $3600/5seats/month |
13. Bitrix24
Bitrix24 is one of the best customer service software programs. It handles client queries and offers omnichannel customer service from one location, with the help of a platform that sets up wait time regulations and composes prewritten responses.
Moreover, Bitrix24 has capabilities for activity reporting that are both prebuilt and customized.
Your CRM records every customer communication channels across all platforms. If the customer does not have a profile yet, the system gathers their information and generates a new lead.
Pros
- Complete solution, including project management, communication, and CRM.
- Small teams can utilize the free version.
- Adaptable deployment: on-premises or in the cloud.
- Wide range of collaboration tools, including document sharing and task management.
Cons
- The more difficult learning curve for novice users.
- Users of the free edition receive limited customer support.
- Integrating with outside tools can be difficult.
- There may be an additional cost for certain sophisticated features.
Bitrix24 Pricing
| Plan | Monthly Pricing | Annual Pricing |
| Basic | $61/5users/month | $49/5users/month |
| Standard | $124/50users/month | $99/50users/month |
| Professional | $249/100users/month | $199/100users/month |
| Enterprise | $499/250users/month | $399/250users/month |
14. ServiceNow
ServiceNow is also one of the best customer service software where customers can create service requests and locate help center articles using its customer self-service site without having to speak with an agent.
Furthermore, ServiceNow provides generative AI-powered customer service management (CSM) solutions, through which users can receive responses with AI-powered recommendations by using its Now Assist service.
Pros
- A full array of IT service management tools.
- Strong automation skills.
- Extremely scalable for businesses of all sizes.
- Smooth interaction with outside programs.
Cons
- High expenses for setup and upkeep.
- Difficult setup and personalization procedure.
- Requires knowledgeable administrators for efficient use.
- Some modules provide less flexibility than those of competitors.
ServiceNow Pricing
| Plan | Pricing |
| Essentials | $10/month |
| Standard | $25/month |
| Enterprise | $50/month |
| Premier | $100/month |
15. LiveAgent
LiveAgent is also the best customer service software with a live chat-focused customer support platform, including smart chat invitations based on active agents’ availability and activity, real-time typing views, and chat engagement monitoring for customer care websites.
Additionally, LiveAgent features enhance team output and offer insightful data on customer service effectiveness with its affordable price and easy-to-use interface. It is also a better option for companies of all kinds looking to improve customer service and increase customer satisfaction.
Pros
- Support for several channels for effective client communication.
- Agent workflows are streamlined by a unified inbox.
- Numerous customization options for bespoke branding.
- Plans for reasonable prices that are appropriate for companies of all sizes.
Cons
- Limited capacity for advanced automation.
- Integration choices might not be as broad as those of rivals.
- Features for analytics and reporting could be shallow.
- Response times from customer support may differ.
LiveAgent Pricing
| Plan | Pricing |
| Small business | $9/month |
| Medium business | $29/month |
| Large business | $49/month |
| Enterprise | $69/month |
16. Hiver
Hiver is the best customer service software that is compatible with Google Workspace, the multichannel customer support help desk. Hiver can be used by companies that don’t want to redo their current Google communications completely.
Moreover, there is an integrated search bar for customers to use as they browse the content. If they are unable to discover what they are looking for, readers can open a ticket for assistance from within their knowledge base.
Pros
- Email collaboration that runs smoothly inside Gmail.
- Effective team administration of shared inboxes.
- Simplified the procedures for email workflow.
- Simple Gmail integration.
Cons
- Limited capabilities when using Gmail alone.
- Dependent on Gmail for its main features.
- A few users complain about sporadic performance problems.
- The necessity for a conventional helpdesk system might not be entirely replaced.
Hiver Pricing
| Plans | Monthly Pricing | Annual Pricing |
| Lite | $24/10users/month | $19/user/month |
| Pro | $59/user/month | $49/user/month |
| Elite | $99/user/month | $79/user/month |
Features of Customer Service Tools
A variety of capabilities are available in customer service tools, all aimed at improving the efficiency of support staff in attending to customer needs.
- Ticket Management: By consolidating client inquiries into a single system, support staff can effectively monitor, rank, and handle problems.
- Multi-channel Support: Allows for smooth customer engagement across platforms by integrating multiple communication channels like chat, email, phone, and social media.
- Knowledge Base: Offers clients access to a database of knowledge and frequently asked questions (FAQs) so they may resolve common problems without contacting help.
- Automated Workflows: These streamline response times and cut down on manual labor by using AI and predefined rules to automate repetitive processes like ticket routing, answers, and follow-ups.
- Reporting and Analytics: Provides a thorough analysis of customer service effectiveness.
Benefits of Using Customer Support Software
Customer support software makes customer care operations much more effective and efficient. It offers many advantages that raise productivity levels within the company and increase customer satisfaction.
- Enhanced Response Times: Support software speeds up the assignment and handling of customer inquiries by centralized and automated ticket administration. Likewise, this also lowers wait times and improves customer satisfaction.
- Improved Customer Experience: Customers can select their favorite mode of contact from email, live chat, cell phone, or social media with multi-channel support, guaranteeing a smooth and customized service encounter.
- Higher Agent Productivity: By reducing the amount of manual labor needed from support agents, automated processes and intelligent routing free up their time to concentrate on more difficult problems and boost overall productivity.
- Consistent Service Quality: By eliminating errors and improving the dependability of support, databases of knowledge, and standardized responses make sure that clients obtain accurate and consistent information.
- Data-Driven Insights: By utilizing important data, organizations may detect patterns, gauge success, and make well-informed decisions to continuously enhance their support operations.
Types of Customer Service Software, Tools & Apps
Various tools are available for customer service, each aiming to improve the customer experience by addressing a particular component of customer support.
These solutions facilitate the delivery of first-rate customer support through a variety of channels, increase efficiency, and streamline procedures. The different types of customer service tools are:
1. Help Desk Software: Help teams may route, set priorities, and resolve issues more quickly by centralizing client inquiries and automating ticket management.
2. Live Chat software: Facilitates instantaneous customer-support agent communication, resulting in quicker response times and immediate assistance.
3. Knowledge-Based Systems: Provides clients with self-service access to a library of manuals, FAQs, and articles so they can solve common issues on their own.
4. CRM (Customer Relationship Management) Systems: Improves relationships by tracking and analyzing customer interactions and data throughout the customer’s lifetime.
5. Social Media Administration Tools: These tools assist in keeping a constant and favorable online presence by keeping an eye on and responding to client interaction on social media platforms.
6. Contact Center Software: This software makes it easier to handle both incoming and outgoing customer calls. It also has capabilities like call routing, call keeping track, and analytics to increase the effectiveness of phone support.
7. Email Support Tools: Provides prompt and well-organized responses to customer concerns by automating the sorting, routing, and handling of customer emails.
8. Gathering feedback and survey tools: Utilizes questionnaires and surveys to gather input from customers, offering insights into their satisfaction levels and potential areas for development.
9. AI and Chatbots: Artificial intelligence is used to automate answers to frequently asked questions, offering immediate assistance and freeing up individuals for more complicated problems.
How to Choose the Right Customer Service Software?
Selecting the appropriate customer service software becomes essential to improve your assistance operations and guarantee customer happiness.
In order to ensure an informed choice, take into account your company’s unique requirements, the necessary features, and the way the software fits into your entire customer service plan. Here are things you need to consider while choosing the right customer service software:
- Determine What You Need: Consider your clients’ and support staff’s particular requirements. Then, ascertain which features, such as email support, social media integration, and live chat, are necessary for your company.
- Easy of Use: A complex interface may frustrate users and reduce their productivity. So, Select software that is easy to use and understand for both your customers and support staff.
- Scalability: Make sure the program can expand with your company. It must be able to handle a rise in the number of requests for assistance.
- Integration Scalability: The software’s integration capabilities should be examined to see if it can easily interact with your current systems, including CRM, e-commerce platforms, and other business tools, to offer a cohesive customer support experience.
- Economic Viability: Evaluate pricing schemes and consider the overall cost of ownership, encompassing installation, instruction, and continuous assistance when selecting a solution.
What are the Latest Customer Support Software Trends?
Software for customer service is quickly changing to satisfy the demands of both consumers and companies. Here are a few recent trends that are having a significant effect:
- Artificial intelligence (AI) and Chatbots: Chatbots driven by AI are getting more sophisticated. They can respond quickly, handle complicated requests, and learn from previous exchanges to become even more proficient over time.
- Omnichannel Support: The goal of today’s customer service technologies is to unify everything. Contemporary systems incorporate all communication methods, including phone, email, social media, and live chat, into one central location.
- Customized Support with Client Data: Modern software is getting better at offering individual assistance by using client data to enable agents to personalize their recommendations and responses.
- Self-Service Options: Self-service features let users solve problems on their own without contacting customer care representatives. These consist of chatbots, knowledge bases, and FAQs, by enabling 24/7 access to information they raise consumer satisfaction.
- CRM Integration: These days, customer relationship management (CRM) systems and customer support software are frequently connected. As a result, support staff may access a multitude of data on every client, enabling them to offer better.
Conclusion
Customer service software effectively handles client interactions, speeds up response times, and increases overall customer satisfaction with its best software, like Zendesk and Intercom.
Similarly, these solutions facilitate the different types of customer service tools available for customer service, each aiming to improve the customer experience by addressing a particular component of customer support.
Furthermore, If you want to know more about these customer services, you can contact and book a demo with the respective providers.
FAQ
Which software is used for customer service?
Zendesk is the best software used for customer service and also other popular customer services like Intercom, Genesys, Freshdesk, Helpscout, and Talkdesk each of them provides special characteristics to promote client satisfaction overall and support operations.
What are customer service systems?
Customer service systems are the software that assists companies in better managing and enhancing their communications with clients via phone, chat, and email.
What is customer service in CRM?
Customer service in CRM is a service that helps to track support requests, manage and enhance client interactions, and offer individualized assistance by simplifying communication and organizing client information, aiding companies in providing better customer service.
What is client service software?
Client service software is software that can manage and assist customers by offering assistance via phone, chat, and email, among other channels, and also improves overall consumer satisfaction, tracks issues, and expedites communication.
