Customer Service 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.

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The top products as rated by users. When reviewing a product, users are asked to asses the product’s overall quality, ease of use, features & functionality, customer support and value for money.

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Recommendations: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals.
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Showing 1 - 20 of 380 products
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Showing 1 - 20 of 380 products

NetSuite CRM

NetSuite CRM+ is a cloud-based customer relationship management (CRM) solution for small and midsize organizations. NetSuite caters to thousands of customers across a wide range of industries including wholesale distribution, m...Read more

67 recommendations

Thryv

Thryv is an all-in-one business management solution designed to help small businesses with essential business functions. With Thryv, business owners can expand their online presence, improve any custom...Read more

62 recommendations

Claritysoft

Claritysoft is a cloud-based customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM wi...Read more

4.45 (89 reviews)

9 recommendations

Maximizer CRM

Maximizer CRM is an integrated customer relationship management (CRM) solution suitable for organizations of all sizes across various industries. This solution can be deployed on both on-premise and in the cloud. Maximi...Read more

9 recommendations

SugarCRM

SugarCRM is a cloud-based application for handling sales automation, marketing automation, account management and customer relationship management needs. SugarCRM offers features such as customizable home pages, a new-user "wiz...Read more

9 recommendations

Quickbase CRM

Quick Base is an application development platform that enables people to build business applications without coding. The platform is cloud-based and accessible on any browser or mobile device. Users can build apps on Qu...Read more

6 recommendations

Workbooks

Workbooks offers growing companies a SaaS platform to run their business and engage with their customers – at an affordable price. Workbooks designs, develops and implements its own software, which is targeted specificall...Read more

6 recommendations

LeadMaster

LeadMaster's web-based service software allows your service reps to support customers from anywhere in the world. Robust reporting tools allow service managers to see which campaigns and reps are driving the most revenue....Read more

4.10 (36 reviews)

6 recommendations

Sales Creatio

Creatio is a unique synergy of unified CRM and intelligent BPM platform for marketing, sales and service automation. The solution allows midsize and large companies to manage the customer lifecycle from lead to sales and to ong...Read more

4.80 (79 reviews)

3 recommendations

Spotio

<p>Spotio is a cloud-based sales tracking solution designed to assist businesses with lead capturing, resource tracking and sales pipeline management and more. The solution is suitable for businesses that require door-to-door canvSpotio is a cloud-based sa...Read more

4.49 (69 reviews)

3 recommendations

Software pricing tips

Read our Customer Service Software Buyers Guide

Subscription models

  • Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
  • Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.

Perpetual license

  • This involves paying an upfront sum for the license to own the software and use it indefinitely.
  • This is the more traditional model and is most common with on-premise applications and with larger businesses.

Rated best value for money

Really Simple Systems

Really Simple Systems CRM is a cloud-based customer relationship management (CRM) system designed for small and midsize organizations. The solution comes in both free and paid editions. The free edition offers only sales force ...Read more

3 recommendations

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....Read more

3 recommendations

BNTouch Mortgage CRM

BNTouch Mortgage CRM is a fully integrated digital mortgage system, CRM, marketing, and POS tool offering a comprehensive mortgage business growth platform for loan officers and mortgage companies. BNTouch Mortgage CRM ...Read more

4.30 (28 reviews)

3 recommendations

Vivantio

Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and ...Read more

3 recommendations

Infor CRM

Infor CRM offers a flexible customer relationship management (CRM) system for managing relationships, information and CRM. It provides comprehensive capabilities for managing sales, marketing and customer service activitie...Read more

3.60 (27 reviews)

3 recommendations

Shape

Shape&#39;s cloud-based solution offers tools designed to manage online marketing and promotions, capture leads from online sources, organize sales pipelines, connect with customers and automate everyday tasks. Shape is suitable fo...Read more

4.95 (19 reviews)

2 recommendations

TeamSupport

TeamSupport is a business-to-business (B2B) support software solution designed to help companies resolve individual tickets while building stronger customer relationships. The solution goes beyond ticket management to streamlin...Read more

2 recommendations

OnContact CRM

OnContact CRM is a mid-market customer relationship management (CRM) solution that can be deployed on-premise or in the cloud. OnContact includes complete sales automation, marketing automation, customer service and contact cen...Read more

4.43 (36 reviews)

2 recommendations

Salesforce.com Service Cloud

<p>Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize anService Cloud from Salesfo...Read more

2 recommendations

Aysling

Aysling is a cloud-based enterprise resource solution that can run an entire business, from leads to sales, through delivery to payments. Aysling is easy to deploy, configure, use, and manage while offering ...Read more

4.00 (1 reviews)

2 recommendations

Popular Customer Service Software Comparisons

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Your Guide to Top Customer Service Software, undefined

Software Advice uses reviews from real software users to highlight the top-rated Customer Service Software products in North America.

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“Usability” includes user ratings for Functionality and Ease of Use.

“Customer Satisfaction” includes user ratings for Customer Support, Likelihood to Recommend and Value for Money.

Reviews analysis period: The reviews analysis period spans two years and ends on the 15th of the month prior to publication.

Buyers Guide

Last Updated: February 04, 2021

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
What Type of Buyer Are You?
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 BuyerView | 2014

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. Click here for the full report.

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.