Best Customer Service Software of 2026

Here's what we'll cover:

What you need to know about customer service software

What is customer service software?

Essential features of customer service software

Benefits and competitive advantages of using customer service software

How to choose the best customer service software for your business

Software related to customer service

More resources for your customer service journey

What you need to know about customer service software

According to the Software Advice Customer Service Technology Survey, 47% of companies plan to expand their customer service teams. [1]

Customer service software empowers businesses to oversee and monitor customer relationships and support services. These solutions facilitate everything from ticket tracking to complaint resolution and reporting, enabling organizations to evaluate the quality of their customer interactions.

Customer service tools can help streamline the issue resolution process by automating many common support activities, like customer questions, issues, and complaints. Hence, they improve agent productivity and increase customer satisfaction. Over the last year, we have spoken with more than 11,800 CRM buyers to help them make the right software purchase decision. [2]

To give you an idea of the market, we have over 400 different customer service vendors on our site and collected more than 4,400 verified user reviews in the last year alone. [3] There are a huge number of customer service tools on the market, so which one is right for you?

Pricing is likely one of the first factors you will look at when choosing your customer service software. Although prices for more sophisticated systems can run as much as $13,000 per month, entry-level plans typically cost $134 per month, and many products offer a free version. [4]

First-time buyers should start evaluating with a budget, number of users, number of clients they need to support, and necessary integrations in mind. Ensure you have consulted with stakeholders on a list of critical questions to help you evaluate systems based on your needs, such as: 

• How does your pricing structure work?

• What kind of support and training do you offer?

• How customizable is the software to fit our specific workflows?

• How does your software handle multichannel support?

• Are there any limitations on the number of users or tickets?

Because there are so many different vendors, choosing the right option can be a daunting process. In this guide, you’ll learn about the features and benefits of customer service software and get step-by-step guidance on choosing the right solution for your business. You’ll also get analyst tips and advice, including insights from experienced customer service software advisor Marty Moore. Reach out to schedule a consultation with him or any of our advisors.

What is customer service software?

Customer service software platforms are tools designed to help businesses manage and resolve customer inquiries. They often use a ticketing system to document, track, and assist in addressing customer queries. These systems consolidate customer requests from various channels, such as phone, email, chat, and social media, into a single portal. This helps to streamline and expedite response times for support agents.

Customer service software allows you to manage all customer interactions on a unified platform, with the ability to access them anytime. It enables you to create tickets for customer issues, communicate with customers via multiple channels, and monitor their resolution status via interaction tracking to ensure customer satisfaction.

Customer service management software is available as a standalone trouble ticketing system or as part of a broader customer relationship management (CRM) suite.

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).

Essential features of customer service software

When evaluating different customer service software tools, it’s necessary to analyze what features you will need and which software supports them. All customer service tools should provide certain default core features, including interaction tracking, multichannel communication, and support ticket management. In addition, products usually have other typical common features, such as call center management, CRM, or email management.

To help you understand what features your business needs, we have analyzed thousands of reviews and spoken to thousands of customer service providers to determine the most critical from those core and common features.

Core customer service features

• Support ticket management: Allow customers/users to submit support queries and service requests. 86% of reviewers on our site rate this feature as critical or highly important.

• Multichannel communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. 75% of reviewers on our site rate this feature as critical or highly important.

• Interaction tracking: Track interaction history by documenting conversations for contacts.

Common customer service features

• Email management: Manage, store, and organize emails within the system or via third-party apps. 80% of reviewers on our site rate this feature as critical or highly important.

• Call center management:  Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. 81% of reviewers on our site rate this feature as critical or highly important.

• Automated routing: Tickets are automatically assigned to specific agents based on predefined rules.

• Alerts/Escalation: System alerts about the need to escalate an issue or request.

• Conversation intelligence: Recording, transcription, and analysis of sales calls for the purpose of training and generating insights.

• CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system.

Benefits and competitive advantages of using customer service software

Shep Hyken, a customer service and experience expert explains that companies that don’t invest in the right technology at the right time will soon be playing catch up. He says, “If your competition is doing something that you're not, and you're starting to see churn in your business, perhaps it's time to look at your investments”. [5] 

Leveraging various customer service channels (including live chat, phone calls, emails, and social media) has shortened response times and improved efficiency. Additionally, according to the Software Advice Customer Service Technology Survey, 50% of respondents reported that their company's customer service systems incorporate artificial intelligence capabilities. [1] This technology can enhance service quality by automating routine inquiries, providing personalized customer experiences, and offering predictive insights to anticipate customer needs. 

Our analysis of verified user reviews shows that customer service tools bring different benefits to businesses, such as:

• Improved team collaboration: Customer service tools enhance team collaboration by providing solutions, like team huddles or internal notes, that streamline communication between team members. They centralize information, support cross-department collaboration, and boost efficiency by reducing duplication of efforts.

• Multiple communication channels: Customers communicate through different channels, such as email, live chat, social media, and more, organizing them into one platform. It enhances productivity by providing quick access to all necessary information and facilitates consistent and effective communication across various channels. 

• Workflow automation: Customer service tools automate workflows by enabling ticket creation, task planning, and automated responses. This automation ensures consistent and timely responses to customer inquiries, thereby enhancing overall productivity. Automation also allows for better resource allocation, enabling staff to focus on more complex and value-added activities.

• Integration capabilities: Integration capabilities in customer service tools offer substantial benefits by allowing seamless connectivity with various software and platforms. These tools enable businesses to centralize operations, streamline processes, and enhance efficiency by integrating with existing systems, such as CRM, ERP, and other third-party applications. This reduces the need for switching between tools, saves time, and improves productivity.

How to choose the best customer service software for your business

Selecting the right customer service software is crucial for enhancing customer satisfaction and streamlining support operations. However, 42% percent of buyers in our 2024 Tech Trends Survey struggle to identify the right software for their business. [6] 

Also, Marty Moore, our customer service software advisor, explains that many customer service buyers are not completely aware of what they need. He says, “A lot of times with customer service and support, there's a big disconnect because help desk is basically the same thing, but help desk is for internal employees... Customer service is help desk for customer facing help only. So a lot of times they'll come in asking for one or the other when they actually belong in one of the other categories.”

To help you find the right customer service tool and avoid possible regrets, we curated a list of key considerations that can guide you in making an informed decision:

1. Define your requirements

When you’re making your final decision, think about:

• Your business size: How many contacts should the tool register? How many employees will need to use it?

• Budget: How much budget am I allocating for this tool? How much does it cost? 

• Integrations: Which complementary tools can it support? Which other tools do I need to integrate it with?

What is the cost of customer service software?

The price of customer service software depends on factors that vary by buyer, number of users, number of contacts, required features, or type of integration needed. Generally, most customer service software solutions are priced on a monthly basis, with entry-level plans typically starting at around $9 per month, while premium and advanced subscriptions can exceed $180 per month.

Be aware of potential drawbacks

When it comes to potential drawbacks, users often cite pricing as the most common challenge with customer service software. When creating a shortlist of products, buyers should carefully review pricing tiers to ensure they fit within their company's budget and only pay for the premium features they actually need.

According to our analysis of verified reviews, the second most cited challenge is issue resolution problems, such as bugs and glitches that may lead to slow response times or dysfunctional features.

A third challenge businesses may find when implementing the software is that call management sometimes includes inefficiencies in repetitive actions, technical issues on mobile devices, and increased call volumes due to repeated callbacks. 

More broadly, when buying new platforms, 40% of software purchasers disclose that addressing security concerns is a top challenge, while another 36% mention issues with finding software compatible with existing systems. [5]

Integration considerations for customer service software

Our analysis of an extensive reviews database reveals that the three most commonly integrated categories with customer service software are customer relationship management (CRM), email marketing, and project management.

• CRM integrations ensure that customer data is synchronized across platforms, enabling agents to access information easily and deliver personalized support. 

• Email marketing integrations facilitate seamless communication, allowing customer service teams to align with marketing campaigns and provide timely customer updates.

• Project management integrations streamline the tracking and resolution of customer issues, promoting better team collaboration and efficient task completion.

Overall, user sentiment regarding these integrations is positive, highlighting their comprehensive capabilities, user-friendly interfaces, and powerful automation features. These integrations can significantly enhance operational efficiency and provide valuable insights through advanced analytics, leading to improved decision-making and customer service outcomes.

2. Make a shortlist of customer service software

To choose the best customer service software, it is helpful to compare how different solutions vary. This will allow you to identify specific strengths and weaknesses that are most relevant to your business’s needs. 

Explore our list of Customer Service Frontrunners

For a detailed and reliable comparison, visit Software Advice and explore the FrontRunners for customer service systems. Here we rank top-rated software based on reviews from actual users, providing a clear and user-verified perspective on each software performance. 

The report highlights which systems excel in areas like user interface, functionality, and customer support and sheds light on potential shortcomings that could affect your operation. Such comparisons are instrumental in making an informed decision, ensuring you select a system that aligns perfectly with your business’s requirements.

Seek advisor tips

At Software Advice, our advisors like Marty Moore have experience helping hundreds of businesses identify solutions that match their needs and budgets.

As Marty Moore explains, “Customer service software buyers want to be able to service their customers better, get in contact with them more often, or address whatever issues they have and solve them quickly.” That’s why it’s crucial to choose the tool that best fits your needs.

If you need guidance, you can chat online now with an advisor or schedule a phone call. In just a few minutes, your advisor will help you identify a shortlist of options that align with your practice’s requirements.

3. Pick your best option

Once you've narrowed down your options, the next step is to schedule vendor demos. These demonstrations allow you to explore the software's features, gain clarity on pricing, and make an informed investment decision. To maximize the benefits of these sessions, thorough preparation is essential to make some considerations and ask important questions like:

• What kind of customer support do you offer during implementation?

• How often do you update your software?

• What customization options are currently available?

4. Make the most of your customer service software

After selecting and purchasing your customer service software, focus on the implementation process. Whether transitioning from another system or adopting a digital solution for the first time, consider these key aspects:

• Data migration: Ensure a smooth transfer of existing customer data to the new system. Collaborate with both your old and new software providers to prevent any data loss.

• Training: Ensure your team is well-versed in using the new system. Leverage your vendor's training sessions and materials, and schedule multiple sessions to build confidence and proficiency.

• Communication: Inform your stakeholders about the transition to set expectations and reassure them that any temporary issues are part of an effort to enhance service quality.

For more detailed guidance on ensuring a smooth transition, check out our comprehensive guide here.

Software related to customer service

Depending on which customer service software you choose, you may need to supplement certain features with additional software solutions to deliver the most efficient support to your customers. Some types of software closely related to customer service systems, but not always included, are:

• CRM software: Customer relationship management (CRM) software automates and manages an organization’s customer life cycle. It is usually used by the sales team, sales reps, and call center reps to maintain contact with customers and quickly respond to their needs.

• Contact center software: Contact center software is a technology tool that allows companies to manage high volumes of customer communications across multiple channels, such as email, SMS, telephone, chat, social media, and other digital platforms.

• Online CRM software: Online customer relationship management (CRM) software is becoming a popular option for organizations looking to implement CRM software. This deployment model is gaining traction because the upfront investment can be lower than traditional on-premise software installations.

• Call center software: Call center software supports the agents who assist customers over the phone or via one of those other channels. It also supports the supervisors who oversee the call center's operations.

• Help desk software: Help desk software helps businesses and support teams accept, manage, organize, automate, respond to, and report on customer questions or issues.

• Complaint management software: Complaint management (CM) software helps record and collate complaints as customers and employees report them.

• Live chat software: Live chat is a communication channel that lets customers and businesses converse in real time on a company’s website via a chat widget. The widget usually appears as a small box or window on the webpage. Depending on how it's configured, a live chat conversation can be initiated by the customer, the company, or both.

More resources for your customer service journey

• 7 Top-Rated Affordable Customer Service Software

• Unmasking the Sales Saboteurs: 3 Silent Killers of Discovery Calls

• An Experienced Marketer Shares His Top 4 Metrics for Lead Generation

• Customer Service vs Customer Support: What's the Difference?

About our contributors

Author

Giorgia Pisano is a content associate at Software Advice. She is always in search of the latest technology trends for small and midsize businesses, with a focus on retail and customer experience insights. 

Giorgia’s research and analysis is informed by more than 120,000 authentic user reviews on Software Advice and nearly 8,000 interactions between Software Advice software advisors and retail software buyers. Giorgia also regularly analyzes market sentiment by conducting surveys of retail and restaurant leaders, as well as consumers, so she can provide the most up-to-date and helpful information to small and midsize businesses purchasing software or services.

Her research has been featured in various media publications including , , and . She has a bachelor's degree in public relations and a master's degree in marketing and management.

Editor

Parul Sharma is a content editor at Software Advice with expertise in curating content for various niches, including SaaS, digital marketing, and search engine optimization. With over half a decade of experience in content writing and editing, Parul has the expertise to simplify complex terms into engaging, valuable content for targeted audiences. She completed her graduation and post-graduation in English literature from Delhi University and was awarded the Dr. Asha Sahni Memorial Award for being the highest scorer in her graduating class. 

Parul has contributed to the news, lifestyle, education, and health verticle of DNA India, India’s premier media channel. Outside of work, she can be found curating healthy recipes, coloring in mandala books, and spending quality time with her family.

Advisor

Marty Moore is a senior software advisor. He joined Software Advice in 2014 as a software advisor, and he is based in Austin, TX.

As part of the software advisor team, Marty helps a wide range of industry professionals who are seeking construction, field service, CRM, and project management software. He provides a short list of personalized technology recommendations based on budget, business goals, and other specific needs.

Marty’s favorite part of being a software advisor is talking to buyers and helping them understand how software works for them and can really help their business.

Sources

1. Software Advice's 2024 Customer Service Technology Survey was conducted online in May 2024 among 2,307 respondents in the U.S. (n=199), Canada (n=200), Brazil (n=188), Mexico (n=184), the U.K. (n=194), France (n=196), Italy (n=183), Germany (n=187), Spain (n=191), Australia (n=193), India (n=200), and Japan (n=192). The goal of the study was to explore how emerging call center technologies are enabling brands to deliver exceptional customer experiences. Respondents were screened to be full-time employees at organizations with 1 to 2,499 employees. They must be involved in customer service operations, use or buy customer service software, and handle customer service phone calls in-house or externally.

2. Software Advice advisor call notes: Findings are based on data from telephonic conversations that Software Advice’s advisor team had with small-to-midsize businesses seeking CRM tools. For this report, we analyzed phone interactions from January 31 2024, to January 31, 2025. Read the complete methodology.

3. Software Advice reviews data: Software Advice reviews are collected from verified users for individual software products. For this report, we analyzed reviews from the past year as of the production date. Read the complete methodology.

4. Software Advice software pricing data: Only products with publicly available pricing information and qualified software products within the category, as of Feb 3, 2025 are included in the pricing analysis.

5. Shep Hyken, LinkedIn

6. Software Advice’s 2024 Tech Trends Survey was designed to understand the timeline, organizational challenges, adoption and budget, vendor research behaviors, ROI expectations, satisfaction levels for software buyers, and how they relate to buyer’s remorse. The survey was conducted online in July 2023 among 3,484 respondents from the U.S., U.K., Canada, Australia, France, India, Germany, Brazil, and Japan, with businesses across multiple industries and company sizes (5 or more employees). This report focuses on the 700 respondents from the U.S. Respondents were screened to ensure involvement in software purchasing decisions.