When it comes to choosing a vendor, customer support should be top of mind. With the increasing number of different customer relationship management (CRM) solutions out there, it will only become harder and harder to choose the best fit for your business.
Figuring out which vendor offers the best customer support is a good place to start. Knowing how quickly they respond to questions or concerns, how they let you know about their new functionality, or what kind of service you get for the price you pay are all important to know before signing on to use their software.
That’s why we’ve analyzed thousands of real user reviews to see how people feel about the customer support* provided by CRM vendors. After narrowing down the top four, we took a look at all of the comments and calculated a “Sentiment Score” for each product.
Think of the Sentiment Score as a numerical representation of how real users of the software rate and review it. The score is a rating of how positive the comments for a product or the features of a product are. Rave reviews get a higher score, lukewarm reviews a lower score, poor reviews get a negative score—all on a scale of one through 10.
The 4 best in customer support CRM solutions
Presented in alphabetical order, here are the top four products with the highest customer support sentiment across all reviewed CRM solutions.
|Product||Customer Support Sentiment Score (out of 10)|
|Less Annoying CRM|
|Marketing 360 Software|
HoneyBook is a cloud-based CRM solution designed for small businesses. If you need to manage business processes from inquiry through invoicing, HoneyBook’s got you covered. The software lets users manage projects, book clients, sign contracts online, send invoices, and handle payments.
HoneyBook’s task management features will let you view and track various stages of a project. You can also store invoices, contracts, and other documents in one database and respond to clients with automated responses using personalized templates.
HoneyBook users have nothing but praise for the responsiveness or their customer support, how easy the software is to use, and the friendliness of the support representatives.
HoneyBook’s customer support sentiment score
Curious how much reviewers like HoneyBook’s customer support in relation to other CRM solutions? Compared to the average CRM solutions reviewed, HoneyBook soars ahead of the competition with an impressive 7.39 out of 10, nearly one full point ahead of the average, and the highest sentiment score among CRMs reviewed.
The Sentiment Score for HoneyBook (out of a possible 10) as compared to all other products
The breakdown of sentiments show that not a single reviewer had a negative or neutral thing to say about HoneyBook. That’s right—everybody who mentioned customer support in their review had positive things to say about it.
Interested in learning more about what HoneyBook has to offer? We’re here to help with more insights and detailed reviews here. Oh, and take a look at why HoneyBook made our FrontRunner list this year.
Less Annoying CRM offers cloud-based deployment, various configuration options and a dashboard that provides an overview of contact information, projects, files, and other information.
By offering applications for sales force automation and contact management, Less Annoying CRM allows businesses to keep their customer information in one place. Users can view any notes, files, tasks, events, or pipeline information related to each contact.
You can also customize sales processes and lead definitions to best align with your internal processes or industry needs.
Reviewers praise Less Annoying CRM’s support during training, ease of use, and quality and quickness of the support team’s service. They mention helpful training assistance and video tutorials.
Less Annoying CRM’s customer support sentiment score
To find out how reviewers like Less Annoying CRM’s customer support, we compared how often customer support and service were mentioned.
With 7.17 out of 10, Less Annoying CRM handily outpaces the average CRM sentiment score, which means reviewers have found their customer support team to be better than most other CRM solutions.
The Sentiment Score for Less Annoying CRM (out of a possible 10) as compared to all other products
Users who reviewed Less Annoying CRM responded overwhelmingly positively in regard to their customer support. With absolutely no negative comments and only a handful of neutral comments, reviewers consistently speak to a positive customer experience.
If you think Less Annoying CRM might be the right software solution, take a look at what other reviewers are saying about them here! Also read more about why Less Annoying CRM made our FrontRunners list this year.
Marketing 360’s CRM is cloud-based and allows users to manage leads, contacts, tasks, and customer projects all in one place. Businesses can also track communications with contacts and see every interaction they’ve had with contacts through their customer lifecycle.
Marketing 360 is customizable and allows users to build custom lists and reports. It’s also mobile friendly and comes with file storage.
Marketing 360 representatives are often cited as largely available, knowledgeable, and responsive.
Marketing 360’s customer support sentiment score
Like the software solutions above, we looked at all the reviews where customer support and service were mentioned and compared that to all other CRM software solutions.
Marketing 360’s impressive sentiment score edges out the average CRM solution based on the number of positive comments they receive about their customer support.
The Sentiment Score for Marketing 360 (out of a possible 10) as compared to all other products
The deep dive into the individual comments about Marketing 360’s customer support is also promising. 91% of reviewers had nothing but positive things to say. A general theme we found was that the software was easy to use, which might explain the neutral comments. However, a few reviewers found the customer support to be lacking or unresponsive.
Interested in finding out what other features Marketing 360 offers? Check out their profile page here.
Solve is a productivity CRM for teams to manage customer workflows. Solve handles all record keeping, scheduling, communication, and information sharing through its native mobile/tablet apps and desktop portal.
It’s fully customizable and will capture info using your team’s internal language. Store data on contacts, companies, jobs, cases, sites, projects, and properties by businesses across a variety of service industries.
Along with praise for the user-friendly interface, reviewers appreciate their support team by calling them friendly, responsive, and helpful.
Solve’s customer support sentiment score
Let’s take a look at Solve’s Sentiment Score and compare it to other CRM software. They edge out the average positive sentiment compared to other CRM solutions by nearly half a point. When you’re analyzing thousands of reviews, that’s a wide margin!
The Sentiment Score for Solve (out of a possible 10) as compared to all other products
After our deep dives into the reviews for Solve, we found that reviewers had absolutely nothing negative to say about Solve’s customer support. You heard us right: nothing, zero, zilch.
Think Solve might be right for your business? Check out what other reviewers are saying about the features and read more about why Solve made out FrontRunners list this year.
Additional resources for your software search
Our CRM Buyers Guide has tons of info on common features, side-by-side product comparisons, and market trends you should know about.
For more information about what other buyers are looking for in CRM software, check out our buyer analysis from 2019.
Each year we release a CRM FrontRunners, and this year HoneyBook, Less Annoying CRM, Solve made the list! Check it out here.
And of course, our expert advisors are here to help walk you through the software search. Take 20 minutes to chat with one and get confidence in your software purchase. Call (844) 680-2046 for a free consultation.
To be considered for inclusion in this report, we required 20 or more unique reviews mentioning “customer support” or related terms.
The products listed in this report had the highest percentage of positive mentions of customer support of eligible products.
To calculate the sentiment score, we looked at the specific mentions of customer support in each review and analyzed the terms used to describe customer support. We then scored each term on a scale of 1 to 10, with 10 being the most positive, 5 being neutral, and 0 being the most negative. The score for each snippet was the sum of all descriptive terms in the snippet. Snippet scores were then averaged for the product to determine the average sentiment score for the product.
When comparing the average sentiment score of a product to the average score for the entire category, the product’s score was removed for accuracy.^