Note: This content was published in August 2015.
Earlier this year, we reported on the explosive growth in sales of customer service and customer relationship management (CRM) software, finding that CRM software sales alone grew over 2,000 percent in a single decade.
Indeed, many new software buyers have used Software Advice’s resources to understand the landscape of customer service applications (e.g., ticketing, self-service and social service) and prioritize them in their purchase decisions.
In this report, we take a different angle. We use a set of metrics to measure the overall popularity of customer service software products, showing buyers which are the most popular customer service software solutions across a range of business models and sizes.
Our ranking system reflects well-rounded, all-purpose solutions with real traction in the market. But since popularity is a vague term, we came up with a methodology for assessing it.
The most important factors in our popularity score for customer service products are number of users, search traffic and social followers. (For a detailed explanation of the methodology used, please follow the link at the bottom of this page.)
Based on Number of Users:
Top 10 Customer Service Products
Based on Monthly Search Volume:
Top 10 Customer Service Products
By Number of Social Followers:
Top 10 Customer Service Vendors
| Microsoft Dynamics CRM | 16,419,535 |
| Oracle Siebel CRM | 2,437,298 |
| Salesforce.com | 1,149,565 |
| NetSuite | 628,248 |
| GoToAssist | 327,554 |
| Zendesk | 128,397 |
| Zoho CRM | 90,422 |
| Freshdesk | 74,452 |
| SugarCRM | 29,278 |
| Kayako | 19,715 |
If you have comments or would like to obtain access to any of the charts above, please contact craig@softwareadvice.com.
The detailed methodology for this report can be found here.
