248,048 companies have chosen the right software using our
extensive research on over 1,427 systems. How does it work?

Compare Customer Service & Support Software

This page is managed by
Jay Ivey, Market Research Associate
Last updated: November 1, 2014

Top 10 Most Reviewed Customer Service & Support Software Systems

 
Salesforce.com Salesforce.com's Service Cloud helps companies build strong customer relationships through interactive features including self service communities and social contact centers.
        160 Reviews
 Price
 Demo

774

Recommendations
in the last 30 days
TeamSupport TeamSupport is a complete customer service system with tools to streamline your customer support process. Main features include ticket automation, internal collaboration and advanced self-service options.
        117 Reviews
 Price
 Demo

34

Recommendations
in the last 30 days
PlanPlus Online With a comprehensive online solution for collaboration and relationship management, PlanPlus Online has strong tools for customer service and support including case management and a ticket tracking system.
        34 Reviews
 Price
 Demo

25

Recommendations
in the last 30 days
Five9 Virtual Call Center This robust cloud-based solution incorporates ACD, IVR, CTI and a predictive dialer, so users can easily manage their contact center operations. Five9 also offers chat, email connections and reporting, among other features.
         26 Reviews
 Price
 Demo

11

Recommendations
in the last 30 days
Help Desk and Asset Management by Samanage Samanage is a powerful, web-based Help Desk solution that offers mid-sized and larger companies a scalable, customizable solution to more effectively manage their help desk, as well as all critical IT assets.
        21 Reviews
 Price
 Demo

25

Recommendations
in the last 30 days
 

Need help narrowing the options?

Save time & costly mistakes. Our experts will recommend the best software for your needs. Call for a free consultation: (888) 234-5132

Freshdesk This web-based customer support system streamlines the issue resolution process with tools for tracking interactions, contact information, workflow and more. Freshdesk works with a range of contact channels, from chat to social.
        20 Reviews
 Price
 Demo

46

Recommendations
in the last 30 days
Zendesk Zendesk is a simple customer service solution for companies from the SMB space to the enterprise. Its feature list includes help desk, service ticket support, a self-service support platform, and mobile integration.
        17 Reviews
 Price
 Demo

45

Recommendations
in the last 30 days
SugarCRM A recognized name in the industry, SugarCRM helps thousands of companies in planning, tracking, and executing all their customer relationship management efforts. Built on an open source platform, Sugar is flexible to your needs.
         13 Reviews
 Price
 Demo

18

Recommendations
in the last 30 days
Virtual Contact Center by 8x8 In addition to providing traditional, powerful Call Center functionality, 8x8 Complete Contact Center gives companies tools to communicate with their customers through additional popular mediums - email, chat and voicemail.
        10 Reviews
 Price
 Demo

14

Recommendations
in the last 30 days
Cosential Cosential is designed to meet the industry-specific requirements of architects, engineers and construction companies. Customer service and support is offered as part of the integrated suite of CRM applications.
        9 Reviews
 Price
 Demo

5

Recommendations
in the last 30 days
 
 


Find the right software systems based on your needs in 3 easy steps:

We need a few details about your organization to start narrowing down the list:

Filter Results Continue

1  2  3
Call us for a free FastStart Consultation

(888) 234-5132

Save weeks of up-front research and avoid costly mistakes with our free FastStart Consultation.

 

Feedback from buyers we've advised
 
"My CIO asked me to research CRM companies - Software Advice was an easy and efficient way to evaluate a spectrum of different software vendors in one phone call." Sara Sommers
Baptist Health System
"If you really want to cut through all the hype about what software is the best fit for your business look to Software Advice. They are free to use, and got us thinking beyond just replacing old software. They were quite good helping us think about what we could accomplish with the right software." Jim Miller
College Place Heating and Air Conditioning
"This is a great service that gives you high level info (pricing, company overview/background, notable feature/functionality) on your short list vendors and also puts you in touch directly with those vendors. " Amy Cornelius
Aspect Software

Buyer's Guide

Organizations use customer service and support software to track and manage service interactions, whether by phone, over the Web, through email, by social media or even face-to-face. However, there are hundreds of solutions on the market and selecting the best customer service software for your organization is challenging. To support you, here’s what we’ll cover in this guide:

What Is Customer Service Software?
Common Features of Customer Service Software
Customer Service Software BuyerView Report
Benefits of Customer Service Software

What Is Customer Service & Support Software?

Customer service and support software helps customer service representatives (CSRs, or “agents”) document, route, track, resolve and report on customer issues using a trouble ticketing system. This technology is sometimes referred to as help desk software, though that term is usually applied to resolving information technology (IT) issues, specifically.

These solutions streamline the issue resolution process by automating many common support activities. Ultimately, they improve agent productivity and increase customer satisfaction.

PhaseWare Self Service Center
PhaseWare self service portal


Customer support management software is available as a standalone trouble ticketing system, as part of a broader customer relationship management (CRM) suite such as Salesforce.com or Microsoft Dynamics CRM, or as part of an enterprise suite from vendors like Oracle or SAP.

Some customer service support systems may be integrated with other enterprise applications. Examples include service dispatch software (to enable on-site repairs), inventory and cataloging systems (to ensure that exchange parts are in stock) and sales force automation systems (to inform sales reps of critical or chronic issues).

Common Features of Customer Service Software

Depending on the type of buyer you are, below is a list of common and useful features that are found in customer service and support solutions and online customer support software. This is not an exhaustive list but is a good place to start.

Live chat Allows CSRs to chat with customers online and automatically capture key content from those conversations in the trouble ticketing system. Many customers prefer to interact with CSRs by chat instead of by phone.
Customer self service Offers a Web-based customer portal through which customers can search for answers to common problems. This can take the form of documentation, searchable FAQs and how-to pages, among other things. If the customer can’t find an answer, Web self-service tools usually enable them to submit a ticket online or engage in live chat with a CSR.
Knowledge base Manages a repository of descriptions to common or previously resolved problems. These resources might be available publicly via a self-service website, or reserved for internal use by CSRs.
Multi-channel management Manages customer interactions received through multiple channels, including phone, Web, email, live chat, mobile app, Facebook, Twitter and others. All interactions are stored in the software and routed to appropriate agents for resolution.
Analytics and reporting Enables managers to create custom reports that provide insight on team performance, time to resolution, customer satisfaction and other important indicators.
Salesforce Case Management
Multi-channel case management using Salesforce.com

What Type of Buyer Are You?

When beginning your customer service support software comparison, keep in mind that different organizations have different drivers and requirements. They typically break out as follows:

Enterprise buyer These buyers work for organizations that typically have a lot of users, have complex functional requirements and value the vision of an integrated software system across all departments and business units. They will typically employ a best of breed strategy. Representative vendors include Salesforce, Oracle RightNow CX and SAP.
High-volume call center buyer These buyers operate one or more large call centers. Their goal is often to manage as much of the call center business process as possible using automated rules and scripts, which many customer service software applications support. These buyers should also look for computer telephony integration (CTI). Representative vendors include inContact, SAP, Salesforce.com and Goldmine CRM.
Small business CRM buyer These small businesses want to evolve beyond contact tracking capabilities of products like Microsoft Outlook and add basic trouble ticketing and interaction tracking to enhance relationships with strong service and support. Representative vendors include inContact, GoldMine CRM, Zendesk, Maximizer CRM and SageCRM.
Field service buyer These buyers work for large firms that deliver service at the customer location and will benefit from mobile access. These buyers will also look for strong client data integration with other applications. Representative vendors include PhaseWare Tracker, FieldAware, SugarCRM and Microsoft Dynamics CRM.

Customer Service Software BuyerView | 2013

We've spoken with hundreds of customer service software buyers over the years. Based on these interactions, we compiled answers to the following questions:

  • What systems to buyers currently use?

  • For those replacing an existing system, what are their top reasons for doing so?

  • For those buying customer service software for the first time, what are their top reasons for doing so?

  • Which features do buyers request most?

  • Which deployment model did buyers evaluate most?

From this research, we discovered that many times companies buy customer service software when they need to scale. They might have been using a more a general contact management software system before, but grew to the point of needing more specialized customer service features, such as trouble ticketing. Others in the sample were buying because they needed to increase efficiency, resolve issues faster, or consolidate their databases. Check out a summary of the results below, or click here for the full report.

For more detailed information on this report and its findings, please contact Ashley Verrill (ashleyverrill@softwareadvice.com).

Benefits of Customer Service Software

A well-implemented customer service solution increases satisfaction, empowers agents and provides transparency and reporting to management on the support process. Some of the benefits customer service systems can deliver include:

Increased accountability. By documenting every contact, a system allows management to see which agent handled which problem and provides agents with ongoing feedback on their performance.

Improved coordination of accounts. When paired with sales force automation systems, customer support systems afford both the sales and the service organizations better transparency into the customer’s data. This can yield benefits such as letting sales representatives know of any outstanding issues before making a call, or letting an agent know that repair parts are already ordered so that a customer does not double order parts.

Better asset management. Customer care software systems that fully integrate with service dispatch allow reps to be more efficiently assigned. Similarly, integration with the inventory management system will allow agents to confidently confirm to the customer that repair parts are in stock.

Improved infrastructure scalability. Customer self-help systems handle straightforward issues, giving customers with more complex problems faster access to agents. This allows a growing company to expand at a faster rate while maintaining or improving customer satisfaction.

Reduce time required to resolve issues. Customer service management software reduces the amount of time required to resolve an issue. This means that the same number of agents can address more issues, or the same load can be handled by fewer agents. For example, YouSendIt was able to respond to customers 35 percent faster after implementing Zendesk customer support software.



How it Works

Software Advice Advisors

Software Advice matches software buyers with vendors that can meet their needs.

We're able to offer this service to buyers for free, because software vendors pay us on a "pay-per-lead" basis. Buyers get great advice. Sellers get great referrals.

Get expert advice from one of our software advisors: (888) 234-5132
×