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hPvZoB" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Ticketing System</span></a><svg xmlns="http://www.w3.org/2000/svg" width="8" height="8" viewBox="0 0 10 16" fill="currentColor" theme="[object Object]" class="Breadcrumbsstyle__Separator-sc-16xz1hx-3 kxqCcm"><path d="M.324 2.449 2.021.752 9.27 8l-7.248 7.248-1.697-1.697 5.551-5.552z"></path></svg><meta itemProp="name" content="Ticketing System"/><meta itemProp="position" content="3"/></li><li itemProp="itemListElement" itemscope="" itemType="https://schema.org/ListItem" class="Breadcrumbsstyle__Crumb-sc-16xz1hx-2 iYXkfi"><span data-interaction-type="link-primary" aria-current="page" itemProp="item" class="Breadcrumbsstyle__FauxLink-sc-16xz1hx-4 ihQZPj Linkstyle__LinkRoot-sc-1cm3ukq-2 hPvZoB"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">The best customer service software for 2024</span></span><meta itemProp="name" content="The best customer service software for 2024"/><meta itemProp="position" content="4"/></li></ol></nav><section id="hero" class="Basestyle__BaseRoot-sc-3zktjg-1 hmdSZW"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 btaUcD Gridstyle__Row-sc-1uhmtis-1 sc-ecc9c292-3 bEEqbX jiJRCp" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 bbWTuI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 erblZw">The best customer service software for 2024</h1><h5 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">Customer service software helps businesses personalise customer interactions, building loyalty and revenue. Try an award-winning solution for free.</h5><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a href="/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Start your free trial</a><a href="/demo/" data-interaction-type="button-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 endJfX" data-garden-id="buttons.anchor" data-garden-version="8.76.2">View demo</a></div></div><div class="StyledCol-sc-inuw62-0 cZPYkB Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customerservicemanagementsoftwarehero.png" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></div></section></div></div></div></div></section></div><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">A complete guide to the best customer service software</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD">Last updated October 17, 2024</p><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service software is the backbone of successful service operations. With <a href="/blog/customer-service-statistics/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">76% of customers expecting personalised service</a>, generic one-size-fits-all support doesn’t cut it. You need tools that make communication seamless and agents effective if you want to keep customers satisfied. That, of course, starts by partnering with a stellar software provider.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Follow our guide for the basics of customer support software and details about the top customer service tools, so you can find the right solution.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>More in this guide:</strong></p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a href="#What is customer service software?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">What is customer service software?</a> </li><li><a href="#The 17 best customer support platforms" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">The 17 best customer support platforms</a> </li><li><a href="#Comparison chart of the top customer service software platforms" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Comparison chart of the top customer service software platforms</a> </li><li><a href="#Features of customer service tools" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Features of customer service tools</a> </li><li><a href="#Benefits of customer support platforms" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Benefits of customer support platforms</a> </li><li><a href="#Different types of software for customer support" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Different types of software for customer support</a> </li><li><a href="#How to choose the right customer service software for your business" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">How to choose the right customer service software for your business</a> </li><li><a href="#Customer service software trends" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Customer service software trends</a> </li><li><a href="#Frequently asked questions" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Frequently asked questions</a> </li><li><a href="#Try customer service software for free" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Try customer service software for free</a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="What is customer service software?"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What is customer service software?</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service software is a set of tools designed to help businesses track, manage, organise and respond to customer support requests at scale.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Unlike a shared email inbox, customer service software contains a <a href="/service/help-desk-software/ticketing-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ticketing system</a> that consolidates customer requests across channels, including email, <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/service/ai/live-chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">live chat<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, messaging and the phone. Support agents can utilise predefined ticket responses, collaborate on tickets and automatically tag tickets so they are easily referenceable. A customer support system can also empower customers to self-serve via a <a href="/blog/knowledge-base/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">knowledge base</a>.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With advanced customer service tools – like reporting, analytics and AI – support teams can automate repetitive tasks, gather insights and make data-driven decisions to improve support operations.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Businesses often integrate customer service tools with other systems, such as a billing or <a href="/sell/crm/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer relationship management (CRM) platform</a>, to create a <a href="/blog/why-a-360-degree-customer-view-is-key-to-customer-service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">360-degree customer view</a> and provide more <a href="/blog/start-providing-personalized-customer-service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">personalised customer service</a>.</p><iframe width="560" height="315" src="https://www.youtube.com/embed/58l-oh-7iy0?si=bkckIaNdyY_8eICI" title="YouTube video player" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen=""></iframe> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="The 17 best customer support platforms"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">The 17 best customer support platforms</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Let’s drill into the best customer support tools and lay out the important details. Here, we’ll provide an overview of the software and a list of features, supported channels, pricing tiers and trial information.</p><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"> <div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"> <div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a href="#Zendesk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk</a> </li><li><a href="#Intercom" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Intercom</a> </li><li><a href="#Salesforce Service Cloud" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Salesforce Service Cloud</a> </li><li><a href="#Front" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Front</a> </li><li><a href="#Tidio" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Tidio</a> </li><li><a href="#Bitrix24" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Bitrix24</a> </li><li><a href="#HappyFox" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HappyFox</a> </li><li><a href="#Zoho Desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zoho Desk</a> </li></ul> </div> <div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a href="#ServiceNow" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ServiceNow</a> </li><li><a href="#LiveAgent" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">LiveAgent</a> </li><li><a href="#Freshdesk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Freshdesk</a> </li><li><a href="#Hiver" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Hiver</a> </li><li><a href="#ProProfs Help Desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ProProfs Help Desk</a> </li><li><a href="#Help Scout" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Help Scout</a> </li><li><a href="#HubSpot Service Hub" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HubSpot Service Hub</a> </li><li><a href="#Kustomer" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Kustomer</a> </li><li><a href="#Gorgias" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Gorgias</a> </li></ul> </div> </div> </div> <h3 id="Zendesk" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. <a href="/service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk</a></h3> <img alt="A screenshot shows the omnichannel agent workspace from Zendesk, the best customer service software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofzendeskcustomerservicesoftware.jpg" width="100%"/> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk offers <a href="/blog/we-shine-when-our-customers-shine/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">award-winning</a> customer service software that empowers businesses to deliver fast and personalised customer support at scale.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Agents can seamlessly <strong>respond to customer requests across any channel</strong> from a single workspace, eliminating the need to switch between dashboards. They can see key information like a customer’s past support issues and seamlessly build a 360-degree customer view with over <strong>1,500 plug-and-play </strong>integrations. Agents can also collaborate with other teammates and departments via <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/marketplace/apps/support/972305/slack/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Slack<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> or <a href="/microsoft-teams/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Microsoft Teams</a> directly within Zendesk.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>AI is built into the <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/service/agent-workspace/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">agent workspace<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></strong> to help customer service teams manage greater ticket volumes while maintaining high customer satisfaction. AI can identify and label incoming tickets based on conversation priority, intent, sentiment and language – as well as agent capacity, status and skill – so they get routed to the right place. It also guides agents in real time, providing ticket summaries and tools to improve the tone of their replies. <strong>Our AI is built on over 18 billion real service interactions</strong>, so it understands customer service and enables you to unlock the power of personalised support from day one.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Advanced reporting and analytics</strong> help you determine how to operate more efficiently and identify changing customer needs so you can adapt quickly. Plus, with <strong><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/trust-center/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">enterprise-class security features<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></strong>, you can ensure your customers’ data stays safe.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Our customer service support software is <strong>easy to use, maximising productivity and ensuring you can move at the speed of your customers</strong>. Simply put, Zendesk is a complete customer service solution that works right out of the box – without the need for developers or third-party consultants – resulting in <strong>a fast time to value and a low total cost of ownership</strong>.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $19 per agent/month. A 14-day free trial is available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Explore more <a href="/pricing/support/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk pricing plans</a>.</strong></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Take 30 seconds to start a <a href="/register/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">free Zendesk trial</a> or request a <a href="/demo/?demoStep=personal#1" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk demo</a>.</strong></p><h3 id="Intercom" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. <a target="_blank" rel="noopener noreferrer" href="https://www.intercom.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Intercom<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot shows the help centre from Intercom’s customer support software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofintercomscustomersupportsoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.intercom.com/help-desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Intercom’s customer support solution uses automation and messaging to help internal customer service teams. Intercom Messenger works as a supplement to a business’s existing support tools. Intelligent routing lets businesses direct enquiries to specific agents based on skills, availability and customer history.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The platform generates tickets through Messenger and other communication channels, such as email, and sends them to a shared inbox. Messenger can provide live support through chat or offer self-service options for customers to find answers at their own pace.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Intercom’s chatbot, Fin, offers conversational support by answering frequently asked questions or surfacing help centre articles. Additionally, Fin can summarise conversations in the inbox and automatically populate ticket information. Intercom also features a marketplace with over 350 integrations.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $39 per seat/month. A 14-day free trial is available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Recommended reading:</strong> Learn about the <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/marketplace/apps/support/47491/intercom/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Intercom integration for Zendesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> and how <a href="/service/comparison/zendesk-vs-intercom/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Intercom</a> compare.</p><h3 id="Salesforce Service Cloud" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. <a target="_blank" rel="noopener noreferrer" href="https://www.salesforce.com/ca/products/service-cloud/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Salesforce Service Cloud<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot shows performance reports in Salesforce’s customer care software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofsalesforcesoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.salesforce.com/ca/products/customer-service-operations/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The customer service platform from Salesforce provides agents with an omnichannel workspace for customer support. Agents can view each ticket’s relevant context within their workspace, including customer contact details, prior interactions and purchase history. The Swarming feature lets teams collaborate on cases by adding agents with specific skills to a dedicated Slack channel.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Salesforce Service Cloud lets agents customise workflows and automatically route tickets to the right support agent. Additionally, reporting and analytics features with prebuilt dashboards allow management to monitor team performance across channels. Reports can also include Swarming metrics like top responders and the percentage of open and closed cases.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Just note that Salesforce can be complex and may take users <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/salesforce-salesforce-sales-cloud/reviews/salesforce-sales-cloud-review-8600088" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">longer to learn<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>. Because Salesforce isn’t exclusively a CX tool and offers a product suite for sales and marketing, businesses looking to level up their customer service may find it easier to achieve their goals with software specialising in the customer experience.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $25 per user/month. A 30-day free trial is available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Recommended reading:</strong> Learn how <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/marketplace/apps/support/10/salesforce/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Salesforce integrates with Zendesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> and how <a href="/service/comparison/zendesk-vs-salesforce/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Salesforce compare</a>.</p><h3 id="Front" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. <a target="_blank" rel="noopener noreferrer" href="https://front.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Front<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot of customer support software depicts an email conversation within Front’s shared inbox." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoffrontsharedinboxcustomersupportsoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://front.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Front is a customer service solution that allows users to configure automated workflows and integrate additional channels into a shared inbox. The shared inbox helps keep customer inquiries in one place. It automatically consolidates customer inquiries across channels and routes messages to the best-suited agent.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Each customer interaction gets logged, allowing agents who touch the account to access customer history for future customer support. Front includes built-in collaboration features so teams can communicate on tickets. It also features unified reporting for analytics on team performance and customer satisfaction.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Businesses can build a help centre to assist with customer self-service. Knowledge base administrators can control user permissions to designate who can create, edit and publish content. The help centre also integrates with the live chat system so customers can toggle between self-service and customer support.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $19 per seat/month. A 7-day free trial is available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Recommended reading:</strong> See how <a href="/service/comparison/zendesk-vs-front/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Front</a> compare.</p><h3 id="Tidio" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. <a target="_blank" rel="noopener noreferrer" href="https://www.tidio.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Tidio<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot shows the widget settings for live chat and a chat conversation for Tidio’s customer support software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoftidiocustomerservicesoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.tidio.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Tidio is a customer service platform for small and midsize businesses. Featuring a help desk ticketing system, Tidio allows users to organise and manage customer requests in a shared inbox. The software can turn emails, live chats and social media messages into tickets that route to the team inbox.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Tickets are also customisable, so users can add notes and create customised tags. Tidio can automatically assign tickets to agents and close them upon resolution. The software can also send an automated satisfaction survey once the interaction is over.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Tidio’s live chat tool features prewritten responses that help agents answer common questions. The chat window displays what customers are typing in real time so the assigned agent can start preparing a reply before the customer sends the message. Tidio also has a conversational AI chatbot, Lyro, that can assist customers with automated support.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $29 per month. A free plan and a 7-day trial are available.</p><h3 id="Bitrix24" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. <a target="_blank" rel="noopener noreferrer" href="https://www.bitrix24.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Bitrix24<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot shows the task list within Bitrix24’s customer service software user interface." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotbitrix24customerservicesoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.bitrix24.com/tools/hr_automation/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Bitrix24 offers online customer support software. The platform allows teams to provide omnichannel support and manage customer requests from a single location. Businesses can also configure it to queue the requests by channel. Additional customisations include creating prewritten responses and configuring wait time rules.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Every customer interaction from all channels gets logged into your CRM. The system collects customer data and creates a new lead if the customer does not have an existing profile. Bitrix24 also offers prebuilt and customisable activity reporting features.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Bitrix24’s built-in video calling allows agents and customers to connect face-to-face when resolving issues. With screen sharing and recording, agents can demonstrate solutions, walk customers through steps and capture sessions for reference or training. There’s also videoconferencing for broader team collaboration, enabling group discussions with up to 48 people at a time.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $49 per organisation/month. A free plan and a 15-day free trial are available.</p><h3 id="HappyFox" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">7. <a target="_blank" rel="noopener noreferrer" href="https://www.happyfox.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HappyFox<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot depicts the ticket system of HappyFox, a customer service software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofhappyfoxcustomerservicesoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.happyfox.com/software/service-desk-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">HappyFox is a customer service solution and help desk management software provider. It provides a ticketing system that helps teams organise requests and features a single customer view for omnichannel support. With automation, customisable workflows and AI-powered chatbots, HappyFox helps automate common tasks.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Managers can use HappyFox to coordinate work schedules. They can define the work hours of their team and configure schedules to support service level agreements. The feature can also account for non-working hours when calculating time-based conditions.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">HappyFox also offers self-service options, like an online knowledge base, so customers can find answers to questions without generating a support ticket. Customers can also track support tickets, engage in community forums, and refer to help center articles and FAQs – all within a single self-service portal.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> plans start at $29 per agent/month. A free trial is available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Recommended reading:</strong> Learn how <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/marketplace/apps/support/244734/happyfox-workflows/?queryID=117fe04f8704b37d2d5f84d546e5cabd" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HappyFox Workflows integrates with Zendesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>.</p><h3 id="Zoho Desk" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">8. <a target="_blank" rel="noopener noreferrer" href="https://www.zoho.com/desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zoho Desk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot shows an overview of the user dashboard for Zoho Desk’s customer support software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofzohodeskcustomersupportsoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.zoho.com/desk/dashboard.html" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zoho Desk offers customer support software with tools and automation options that automate agent workflows. For instance, Zoho Desk’s software provides omnichannel support with a single-view dashboard so agents can handle customer issues in one place. The ticket management system can organise tickets according to status, due date and priority.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Other Zoho Desk features include self-service resources, SLAs, AI, an advanced response editor and built-in analytics. The platform allows you to track customer data and generate reports with key performance metrics. Users can also create dashboards to visualise and track specific ticket metrics.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zoho Desk also features an AI-powered assistant, Zia, which can detect how customers feel based on their language and automatically route tickets to agents with that context. Additionally, Zia can auto-tag tickets and notify agents when unusual activity takes place in the ticket workflow.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $7 per user/month. A free plan and a 15-day free trial are available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Recommended reading:</strong> learn how <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/marketplace/apps/support/88627/zoho-crm/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zoho integrates with Zendesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> and how <a href="/service/comparison/zendesk-vs-zoho/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Zoho compare</a>.</p><h3 id="ServiceNow" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">9. <a target="_blank" rel="noopener noreferrer" href="https://www.servicenow.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ServiceNow<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot depicts the service management tab of ServiceNow’s customer care software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofservicenowcustomercaresoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.servicenow.com/products/reporting.html" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">ServiceNow is a cloud-based customer service tool for enterprises. It features a customer self-service portal that allows users to create service requests or find help centre articles without interacting with an agent. Customers can join community forums to ask questions and share their experiences.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Businesses can also automate workflows to help agents with repetitive tasks. Users can design processes to identify, log, resolve and close incidents to avoid retyping information. Teams can also create cross-enterprise workflows that provide end-to-end views.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">ServiceNow also offers customer service management (CSM) tools with generative AI technology. With its Now Assist tool, users can get AI-powered suggestions for responses. Additionally, ServiceNow’s AI offers suggestions to help agents with the next steps toward ticket resolution.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Contact ServiceNow</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Recommended reading:</strong> See how <a href="/service/comparison/zendesk-vs-servicenow/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. ServiceNow</a> compare.</p><h3 id="LiveAgent" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">10. <a target="_blank" rel="noopener noreferrer" href="https://www.liveagent.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">LiveAgent<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays the ticketing system for LiveAgent’s customer care software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofliveagentcustomerservicesoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.liveagent.com/customer-service-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">LiveAgent is a customer service tool that focuses on live chat. It includes features like a real-time typing view, customer service website monitoring for chat engagement and proactive chat invitations based on active agents and their availability. LiveAgent’s universal inbox collects help requests and routes them to specific agents.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Along with its chat tool, its help desk has built-in call centre software with inbound and outbound capabilities, a ticketing system, a knowledge base and reporting and analytics tools. Businesses can make call recordings, establish IVR flows and monitor activity in real time. Customers can make callback requests instead of waiting on hold without losing their place in the queue.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Users can configure LiveAgent’s workflow automation tools with its Rules feature. Rules can automate routing, tagging and ticket resolutions. LiveAgent is also customisable with a library of integrations to connect with third-party tools.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $9 per agent/month. A free plan and free trials of 7 or 30 days are available.</p><h3 id="Freshdesk" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">11. <a target="_blank" rel="noopener noreferrer" href="https://www.freshworks.com/freshdesk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Freshdesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot shows the help desk ticketing system for Freshdesk’s customer support software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoffreshdeskcustomersupportsoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://partnersupport.freshworks.com/en/support/solutions/articles/232591-what-does-the-freshdesk-freshchat-integration-do-" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The Freshworks customer service product, Freshdesk, provides a platform for support teams to manage, prioritise and respond to customer requests from a single location. Its ticketing system sends requests from across channels to a team inbox. Trend reports can help teams analyse ticket activity.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Users can configure ticket fields to automate routing, categorising and prioritising incoming requests. Users can create customised ticket statuses that help agents see what stage the ticket is at. The system can also detect when a customer ends a conversation saying, ‘Thank you’, so the ticket isn’t accidentally reopened.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Note, however, that the Freshworks platform consists of three systems: Freshdesk, Freshchat and Freshcaller. Each system has its own workspace, so agents must have each system open in an individual tab – requiring them to jump between windows to find customer information. This can slow customer service and cause agents to miss crucial information.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $15 per agent/month. A free plan and a 14-day free trial are available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Recommended reading:</strong> See how <a href="/service/comparison/zendesk-vs-freshdesk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Freshdesk</a> compare.</p><h3 id="Hiver" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">12. <a target="_blank" rel="noopener noreferrer" href="https://hiverhq.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Hiver<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot displays reporting and analytics for Hiver’s customer care software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofhovercustomercaresoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://hiverhq.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Hiver is a multichannel customer service help desk designed to work with Google Workspace. Rather than using a completely new platform, Hiver adds common customer service features to the company’s existing Google programmes, including shared inboxes, analytics and SLAs. Businesses that don’t want to reinvent their existing Google communications can use Hiver.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Hiver’s shared inbox has customisable views that allow users to choose conversation categories and filters to personalise the emails they see. With Conversation ID, users can track email threads by assigning them a number and resurfacing them on demand. It also features notes and @mentions (tagging) that enable users to collaborate without forwarding or copying them into the email thread.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Additionally, businesses can create a knowledge base to house FAQs, instructions and troubleshooting guides. Customers can navigate through the articles using an embedded search bar. If readers can’t find what they’re looking for, they can submit a support ticket from within the knowledge base.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $15 per user/month. A 7-day free trial is available.</p><h3 id="ProProfs Help Desk" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">13. <a target="_blank" rel="noopener noreferrer" href="https://www.proprofsdesk.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ProProfs Help Desk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot shows the ProProfs Help Desk customer service software and its shared inbox." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofproprofshelpdeskcustomerservicesoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.proprofsdesk.com/blog/customer-service-email-management-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">ProProfs offers a help desk for customer support. The software allows teams to manage, track and close tickets. It includes a shared inbox for team collaboration, allowing agents to view conversations in one place. Agents can prioritise tickets, automate tasks and tag teammates into the conversation.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Agents can view a customer’s ticket history and export conversations as PDFs. It also features private notes for users to collaborate through side conversations. Collision detection can help avoid having multiple agents unknowingly work on the same ticket.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Some of ProProfs’ additional features include a knowledge base for self-service, allowing customers to access articles and FAQs. And its live chat software allows for real-time support via a web widget. ProProfs also has surveys that help teams collect feedback and track customer satisfaction (CSAT).</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $19.99 per operator a month. A free plan and a 15-day free trial are available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Recommended reading:</strong> Recommended reading: Learn how <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/marketplace/apps/support/234217/proprofs/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ProProfs integrates with Zendesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>.</p><h3 id="Help Scout" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">14. <a target="_blank" rel="noopener noreferrer" href="https://www.helpscout.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Help Scout<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot shows the shared inbox for Help Scout’s customer support software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofhelpscoutcustomersupportsoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.helpscout.com/customer-messaging-platform/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Help Scout’s customer care software consolidates customer data, interactions and customer history into a shared inbox, giving agents the appropriate context with each request. Its inbox also offers features like private notes for internal collaboration and collision detection to prevent two agents from working on the same issue simultaneously.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Help Scout’s AI tools include AI Summarize and AI Assist. AI Summarize helps users condense email threads into bullet points, while AI Assist suggests generated text while agents are typing out replies. AI Assist can also improve the content, change the tone and translate it into other languages.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Businesses can administer short-form surveys and collect customer satisfaction ratings on their website or within their app. Additionally, Help Scout hosts an apps and integrations directory that offers over 100 integrations for support, marketing, e-commerce, communication, CRM and analytics.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $20 per user/month. A 15-day free trial is available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Recommended reading:</strong> See how <a href="/service/comparison/zendesk-vs-help-scout/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Help Scout</a> compare.</p><h3 id="HubSpot Service Hub" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">15. <a target="_blank" rel="noopener noreferrer" href="https://www.hubspot.com/products/service" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HubSpot Service Hub<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot depicts a customer interaction within the user dashboard for HubSpot Service Hub’s customer support software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofhubspotcustomerservicesoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.hubspot.com/products/service/help-desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">HubSpot Service Hub offers a shared inbox that provides agents with customer history, ticket information and queue details. HubSpot Service Hub connects with HubSpot’s CRM to sync information between its suite of tools. Agents can also work from a mobile inbox to stay active while on the move.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With HubSpot Service Hub, businesses can create customer portals and customised feedback surveys. The customer portal allows customers to view, open and reply to their support tickets. Customers can also access the company knowledge base from the portal.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Users can automate follow-up responses based on survey results to gather more insights on the topic. Key performance metrics – like rep productivity, response time and support volume – are available with the reporting and analytics dashboard. Each dashboard can house up to 30 reports.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $18 per month for two users. A free plan is available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Recommended reading:</strong> Learn about <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/marketplace/apps/support/88625/hubspot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HubSpot for Zendesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> and how <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/service/comparison/zendesk-vs-hubspot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. HubSpot<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> compare.</p><h3 id="Kustomer" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">16. <a target="_blank" rel="noopener noreferrer" href="https://www.kustomer.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Kustomer<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot shows a customer conversation within Kustomer’s customer service software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofkustomercustomerservicesoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.kustomer.com/en-gb/blog/product-updates-integrations-automation/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Kustomer is a customer service platform that can help support teams manage customer interactions. It consolidates customer data from multiple sources into a timeline view, providing agents with customer history, preferences and interactions in a chronological conversation thread. Agents can access prewritten replies, suggested actions and ticket tagging options.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Kustomer offers AI tools that use natural language processing to detect customer intent. It can analyse conversations and track customer sentiment, so businesses can identify happy and sad customers. Support teams can also use Kustomer’s AI to classify and route conversations based on the customer’s historical data.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The platform includes live reporting and analytics dashboards displaying real-time customer service metrics. Kustomer can retain data for reporting for up to two years. Users can make one-time data exports or establish regularly scheduled report exports.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $89 per user/month.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Recommended reading:</strong> See how <a href="/service/comparison/zendesk-vs-kustomer/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Kustomer</a> compare.</p><h3 id="Gorgias" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">17. <a target="_blank" rel="noopener noreferrer" href="https://www.gorgias.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Gorgias<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <img alt="A screenshot shows a customer conversation between an agent and a customer on Gorgias’ customer service software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofgorgiassoftware.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.gorgias.com/product/helpdesk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Gorgias is a customer service software solution that offers a help desk with a shared inbox system that enables support teams to collaboratively manage and respond to customer queries. Gorgias integrates with e-commerce sites, like Shopify, so agents can access customer details, such as customer data, order information and order history.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The software offers automation features like AI-powered responses, prewritten responses for FAQs and templates to handle repetitive inquiries. AI can scan incoming tickets to identify their intent. It automatically closes spam messages and answers legitimate requests, like order statuses.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Gorgias also has a customisable interface, allowing businesses to build workflows that automatically assign, tag and close tickets. Prewritten responses allow agents to provide standardised answers to customers. The system can also accommodate rules that identify VIP customers to prioritise their requests.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $10 per month. A free trial is available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Recommended reading:</strong> See how <a href="/service/comparison/zendesk-vs-gorgias/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Gorgias</a> compare.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Comparison chart of the top customer service software platforms"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Comparison chart of the top customer service software solutions</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">We’ve compiled a list of the best customer service software for 2024. Our comparison chart offers swift insights into pricing, free trial options and key features so you can make informed decisions that align with your customer support needs.</p><table class="sc-2a70aa94-0 bmdwwe"><tr><th>Customer service software</th><th>Starting price</th><th>Free trial</th><th>Key features</th></tr><tr><td>Zendesk</td><td>$19 per agent/month (billed annually)</td><td>14 days</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Unified omnichannel agent workspace </li><li>1,500+ integrations </li><li>AI-powered help centre </li><li>prebuilt and customised reporting </li><li>AI and automation </li><li>Customisable platform </li></ul> </td></tr><tr><td>Intercom</td><td>$39 per seat/month</td><td>14 days</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Shared inbox </li><li>AI-powered help centre </li><li>prebuilt and customised reporting </li><li>AI and automation </li><li>Customisable platform </li></ul> </td></tr><tr><td>Salesforce Service Cloud</td><td>$25 per user/month (billed monthly or annually)</td><td>30 days</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>AI-powered help centre </li><li>prebuilt and customised reporting </li><li>AI and automation </li><li>Customisable platform </li></ul> </td></tr><tr><td>Front</td><td>$19 per seat/month (billed annually)</td><td>7 days</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Shared inbox </li><li>Omnichannel support </li><li>prebuilt and customised reporting </li><li>AI and automation </li></ul> </td></tr><tr><td>Tidio</td><td>$0 per month (50 conversations)</td><td>7 days</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Shared inbox </li><li>AI-powered help centre </li><li>prebuilt and customised reporting </li><li>AI and automation </li><li>Customisable platform </li></ul> </td></tr><tr><td>Bitrix24</td><td>$0 per month (5 GB only)</td><td>15 days</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>prebuilt and customised reporting  </li><li>Customisable platform </li></ul> </td></tr><tr><td>HappyFox</td><td>$29 per agent/month (billed annually)</td><td>Available</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>prebuilt and customised reporting  </li><li>Customisable platform </li></ul> </td></tr><tr><td>Zoho Desk</td><td>$0 per month (minimal support needs)</td><td>15 days</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>prebuilt and customised reporting  </li><li>AI and automation </li><li>Customisable platform </li></ul> </td></tr><tr><td>ServiceNow</td><td>Contact ServiceNow</td><td>Unavailable</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>AI-powered help centre  </li><li>prebuilt and customised reporting  </li><li>AI and automation </li><li>Customisable platform </li></ul> </td></tr><tr><td>LiveAgent</td><td>$0/month (limited features)</td><td>7 or 30 days</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Shared inbox </li><li>prebuilt and customised reporting </li><li>Customisable platform </li></ul> </td></tr><tr><td>Freshdesk</td><td>$0 per month (up to 10 agents)</td><td>14 days</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Shared inbox </li><li>AI-powered help centre </li><li>prebuilt and customised reporting  </li><li>AI and automation </li><li>Customisable platform </li></ul> </td></tr><tr><td>Hiver</td><td>$15 per user/month (billed annually)</td><td>7 days</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support  </li><li>Shared inbox </li><li>prebuilt and customised reporting  </li><li>AI and automation </li><li>Customisable platform </li></ul> </td></tr><tr><td>ProProfs Help Desk</td><td>$0 per month (single user)</td><td>15 days</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Shared inbox </li><li>prebuilt and customised reporting </li><li>Customisable platform </li></ul> </td></tr><tr><td>Help Scout</td><td>$20 per user/month (billed annually)</td><td>15 days</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Shared inbox </li><li>prebuilt and customised reporting  </li><li>AI and automation </li></ul> </td></tr><tr><td>HubSpot Service Hub</td><td>$0 per month (limited tools)</td><td>Unavailable</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Shared inbox </li><li>AI-powered help centre </li><li>prebuilt and customised reporting </li><li>AI and automation </li><li>Customisable platform </li></ul> </td></tr><tr><td>Kustomer</td><td>$89 per user/month</td><td>Unavailable</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>prebuilt and customised reporting  </li><li>AI and automation </li><li>Customisable platform </li></ul> </td></tr><tr><td>Gorgias</td><td>$10 per month</td><td>Available</td><td> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>AI-powered help centre  </li><li>Customisable platform </li></ul> </td></tr></table> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Features of customer service tools"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Features of customer service tools</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">While different customer support software may offer different omnichannel customer support tools, there are several core features most customer service (CS) software solutions provide. Here are a few of the top features to look for.</p><img alt="A graphic depicts five key features of customer service software that help teams deliver exceptional support." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/graphicdepictsfivekeyfeaturesofcustomerservicesoftware.png" width="100%"/> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">AI-powered help centre</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Not every customer issue needs a full ticket or time with a customer service agent. Self-service options, including a help centre and <a href="/blog/the-best-faq-page-examples-and-how-to-make-your-own/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">FAQ pages</a>, let customers quickly find information without setting up a meeting or waiting on an available agent. These features also allow agents to spend more time on complex cases.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>How it works with Zendesk:</strong> Iconic department store <a href="/customer/liberty-london/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Liberty London</a> implemented Zendesk AI to intelligently route incoming customer support conversations to the right team at the right time. Since partnering with Zendesk, Liberty has saved $21,461 in annual help centre costs.</p><div class="accent-box accent-tofu"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>“With Zendesk AI, I’m seeing an exciting opportunity to streamline and be more efficient. That will allow our team to have more time to work on projects of importance to the business, be it driving revenue or new sales channels.”</strong></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>– Ian Hunt</strong></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Director of Customer Services at Liberty London</strong></p></div> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Unified omnichannel agent workspace</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">An omnichannel agent workspace provides a dashboard with a unified view of <a href="/blog/8-ways-effectively-manage-customer-data/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer data</a>, interactions across channels and ticket history (namely, the entire <a href="/blog/fantastic-voyage-customer-journey-mapping-well-worth-effort/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer journey</a>) for all departments to access. An omnichannel workspace allows businesses to meet customers where they are. It gives agents, management, sales reps and anyone who interacts with consumers the context they need to deliver a high-quality customer experience at scale.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>How it works with Zendesk:</strong> Global tool manufacturing giant <a href="/customer/stanley-black-decker/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Stanley Black & Decker</a> needed to provide its support team with an omnichannel agent workspace to consolidate all customer interactions in one place. The company chose Zendesk because the software has an easy-to-use, omnichannel solution that can handle the high volume of customer support requests at scale.</p><div class="accent-box accent-tofu"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>“We wanted a solution that integrated all channels and that gave us the flexibility to implement in the way that we needed.”</strong></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>– Orlando Gadea Ros</strong></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Global VP Customer Experience Transformation at Stanley Black & Decker</strong></p></div> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Prebuilt and customised reporting</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/service/ticketing-system/customer-tracking-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Customer tracking software</a> and reporting tools let you measure and analyse customer history, behaviour and <a href="/blog/customer-service-metrics-matter/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service metrics</a>. This data is essential because it tracks how many requests you receive, how many tickets are open, when agents manage those tickets and how satisfied the customer is with the experience. Most <a href="/service/help-desk-software/service-desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">service desks</a> with customer tracking and reporting tools will also auto-generate graph reports for simple viewing and analysis.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>How it works with Zendesk:</strong> Zendesk provides omnichannel analytics that allows teams to drill into the metrics to better understand what’s behind the numbers. After implementing Zendesk, cosmetics retailer <a href="/customer/lush/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Lush</a> achieved a 92% CSAT and increased its return on investment (ROI) by 369% in less than one year.</p><div class="accent-box accent-tofu"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>“Prior to Zendesk, I believe reporting out of customer care was sparse [to] non-existent.”</strong></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>– Naomi Rankin</strong></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Global CX Manager at Lush</strong></p></div> <h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Integrations</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The right integrations can help your team complete tasks faster and streamline internal and external communication. Consider customer service software that offers no-code integrations – like Slack, <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/marketplace/apps/support/841725/zoom-meetings-by-faye/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zoom<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> and <a target="_blank" rel="noopener noreferrer" href="https://support.zendesk.com/hc/en-us/articles/4408842821786-Adding-WhatsApp-channels-to-the-Agent-Workspace" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">WhatsApp<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> – that allow you to hit the ground running, as well as third-party integrations to supercharge your software. For example, <a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/marketplace/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Marketplace<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> offers more than 1,500 apps and integrations to help you create a 360-degree view of your customer.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Customisable platform</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A wholly customisable platform allows businesses to tailor their software to meet their organisational needs, both now and in the future. Open and flexible software enables teams to unlock a plethora of customisation options with apps and integrations, both code and no code. For example, businesses without developer budgets can utilise no-code integrations to quickly and easily extend their software’s capabilities. But companies wanting to create more complex use cases should consider an open platform like <a href="/platform/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Sunshine</a>, which lets developers customise the code to their heart’s content.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The ability to customise enables businesses to create a 360-degree view of the customer by integrating CX data across systems and tools. This allows for more personalised customer service. Integrations also help you extend your CX software for different use cases and eliminate the need for agents to toggle between tools to get the information they need.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Benefits of customer support platforms"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Benefits of customer support software</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service platforms can benefit companies of all types and sizes. From global enterprises to small businesses, customer support software can help teams in various ways. Here are some key benefits to consider.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Drives customer satisfaction, retention and loyalty</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customers go out of their way to buy from brands they love – and stronger loyalty usually means more sales. Customer service software can facilitate better customer support practices, help your business meet the growing demand for <a href="/blog/complete-guide-personalization/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">personalisation</a> and empower teams to achieve performance goals (like improved <a href="/blog/first-reply-time/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">first reply time</a>) that greatly influence <a href="/blog/3-steps-achieving-customer-satisfaction-loyalty/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer satisfaction</a>.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service software that enables omnichannel support lets you meet the customer on their preferred channel for fast and convenient support, resulting in better CX. Additionally, predictive analysis tools can anticipate potential issues based on ticket volume and customer behaviour, helping you proactively address problems to prevent customer churn.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Reduce costs</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Implementing tools – like self-service or AI and automations – helps businesses reduce costs by accomplishing more with less. Businesses can handle the same number of enquiries by streamlining workflows, automating tasks and allowing customers to help themselves without increasing headcount or sacrificing customer service quality.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Improves agent wellbeing and the employee experience</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The right customer service tools can boost team morale and enhance the <a href="/blog/employee-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">employee experience</a>. Simplified and streamlined workflows, automated routine tasks and intuitive workspaces create an environment that helps agents thrive. For example, <a href="/service/messaging/chatbot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">AI chatbots</a> can handle repetitive requests, so your support reps can focus on addressing more engaging questions and complex issues.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Agents will stick around and grow with companies that give them the best tools for the job, which comes with the additional benefit of reducing the costs associated with finding new talent to fill vacant roles.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Gain insights for informed decision-making</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service software with reporting and analytics tools and customer feedback mechanisms can provide valuable insights for decision makers. With real-time reporting dashboards and omnichannel analytics, management teams gain visibility into ticket queues, team bandwidth and performance.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This information allows management to see where teams or individual agents are excelling and where they may need to improve. They can also quickly determine where to allocate resources or make adjustments in real time to optimise workflows.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Boost productivity and efficiency</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service platforms with built-in AI and automation can improve team productivity by lending agents a helping hand and reducing manual work. For example, generative AI tools can streamline <a href="/blog/knowledge-management-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">knowledge management</a> by flagging articles that are ready for a refresh and helping agents write new pieces. AI can also quickly scan ticket content and provide a summary so agents can jump in and resolve the issue faster. Additionally, automation can ensure tickets are routed to the right agent for the task.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Different types of software for customer support"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Different types of software for customer support</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer support management software can come in many forms, but the best solutions enable businesses to provide support across numerous channels and tools within a single workspace. Here are some primary resources businesses use to connect with and assist customers.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. Phone (voice) support</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Phone support software streamlines and enhances voice-based customer interactions. It typically includes <a href="/blog/intelligent-call-routing/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">intelligent call routing</a>, call recording and transcription, caller ID and customer history display, and <a href="/blog/what-is-ivr/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">IVR</a>. Phone support software can improve call resolution times, agent efficiency and overall customer satisfaction by automating tasks and providing agents with real-time information.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The <a href="/customer/salvation-army/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Salvation Army</a> connected its phone and ticketing system so every incoming call automatically creates a new ticket. This allows agents to focus on serving the customer and avoids mistakes in the ticket creation process.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. Live chat</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/service/messaging/live-chat/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Live chat software</a> provides a real-time chat interface for customer support interactions directly on business websites or mobile apps. It empowers agents to handle multiple chats simultaneously, reducing wait times. Live chat helps increase website conversions and <a href="/blog/how-to-improve-customer-satisfaction/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">improve customer satisfaction</a> with timely and convenient support.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/customer/upwork/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Upwork</a> integrates its live chat with chatbots to deflect incoming requests to self-service resources. Now, only 42% of chat interactions require support team involvement.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. Social media messaging</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Social messaging software allows agents to interact with customers directly on social media platforms like Facebook, X (formerly Twitter) and Instagram. Agents can manage conversations, respond to messages and resolve issues directly within the familiar social media environment. This type of software helps support teams meet customers where they already are, offering personalised and convenient support.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/customer/boxycharm/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">BoxyCharm</a> uses social media messaging to gain an omnichannel view of its customers within its broader customer service system. Doing this has helped the team improve their response time and ensure all private social media tickets get resolved.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Suggested reading:</strong> <a href="/service/ticketing-system/social-media-customer-service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">11 best social media customer service software of 2024</a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. Email management</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/service/ticketing-system/email-management-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Email management software</a> tackles the often overwhelming task of handling customer email enquiries. It offers features like automated ticket creation and routing, team collaboration tools and prewritten responses.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The <a href="/customer/georgia-housing-voucher-program/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Georgia Housing Voucher Programme (GHVP)</a> used to manage emails with shared inboxes that made it difficult to take ownership of tickets and maintain accountability. Switching to an email management system allowed the GHVP to gain full visibility of its workflows. Staff can take control of email requests and communicate with coworkers when collaboration is required.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. Text (SMS) messaging</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/service/voice/text/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Text messaging software</a> enables businesses to interact with customers directly through text messages. This convenient and fast channel allows agents to send proactive updates on orders and appointments, answer quick questions and offer support in bite-sized pieces.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Moving company <a href="/customer/storage-scholars/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Storage Scholars</a> uses texting to deliver a more personal touch to customer interactions. While bots help deflect basic questions, knowing a human agent is available on the other end prompts customers to trust the company with their belongings.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Suggested reading:</strong> <a href="/service/messaging/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Best customer messaging software</a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. Mobile SDK</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Mobile SDKs (software development kits) are like tiny toolboxes for developers building software customer service features directly into mobile apps. These kits provide prebuilt code and resources that simplify adding things like in-app chat, ticketing systems or knowledge base access directly within a company’s app.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/customer/big-fish-games/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Big Fish Games</a> uses the Zendesk mobile SDK to embed its help centre into game apps. The players can conveniently access knowledge base articles without leaving the app, leading to a more immersive playing experience.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">7. Knowledge base software</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Knowledge base software serves as a centralised hub for self-help information. This online library contains answers to common questions, step-by-step guides and troubleshooting tips. Customers and agents can search through FAQs, articles and even video tutorials to find solutions independently, reducing pressure on your support team.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Online marketplace <a href="/customer/mydeal-com-au/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">MyDeal</a> uses its knowledge base to help onboard new users. The team monitors customer enquiries and service tickets to inform which content to update or add to the knowledge base.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Suggested reading:</strong> <a href="/service/help-center/knowledge-base-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Best knowledge base software for 2024</a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">8. Community forums</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/service/community-forum/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Community forum software</a> establishes a space for peer-to-peer support. Imagine a virtual town square where customers can ask questions, share experiences and help each other. This software empowers customers to learn from each other and find user-generated solutions. Features often include discussion boards, topic categories, user profiles and moderation tools.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/customer/discord/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Discord</a> uses community forums to gauge user sentiment for possible updates to the service. Product teams quickly get customer feedback in a centralised place so they can prioritise which new features or fixes should come next.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Suggested reading:</strong> <a href="/service/help-center/forum-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Best online forum software for 2024</a></p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">9. Service desk software</h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Service desk software acts as the backbone of IT support, designed specifically to manage internal requests from employees or more technical customer issues. Employees can submit tickets for tech malfunctions, password resets, software access requests and other IT-related needs. Service desk software streamlines workflows, offering features like ticket tracking, automated routing, prioritisation, knowledge base access and reporting.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Before <a href="/customer/nottingham-trent-university/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Nottingham Trent University</a> used service desk software, the IT department was considered an ineffective call centre. The IT team struggled to track and close student requests. Adding Zendesk service desk software allowed the department to manage and close tickets efficiently. As a result, the organisation increased its CSAT to 96%.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="How to choose the right customer service software for your business"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">How to choose the right customer service software for your business</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Your customer service software is the key ingredient to your support team’s day-to-day operations, so finding the right combination of tools is a big deal. Here are a few things to consider when choosing the right customer service software for your business.</p> <img alt="A graphic lists five tips for choosing the right customer service software for your business." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/graphiclistsfivetipsforchoosingtherightcustomerservicesoftwareforyourcompany.png" width="100%"/> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong>Consider time to value (TTV) and total cost of ownership (TCO):</strong> Fast TTV means your software is easy to set up and use, so you can quickly maximise the benefits. Externally supplied IT support helps manage updates and bug patches, so you don’t need an in-house dev team, leading to a low TCO.  </li><li><strong>Ensure security and reliability:</strong> The software should have compliance certifications for cloud-based and on-premise servers, including application, data, network and product security that offers two-factor authentication (2FA) and single sign-on (SSO) options. The solution should also be reliable, so you don’t have to worry about your data being compromised.  </li><li><strong>Determine product scalability:</strong> The software needs an infrastructure to run smoothly while adapting to your ever-changing needs. <a href="/service/help-desk-software/service-desk-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Service desk software</a> should have options to accommodate a growing company, like the ability to seamlessly add or remove channels and integrate new systems and software. </li><li><strong>Utilise free trials</strong> Free trials allow you to test software and assess its capabilities and usability before locking into a long-term investment. This information can help you determine if the software aligns with your business needs and if you can achieve your <a href="/blog/setting-right-goals-customer-service-team/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer support goals</a>. </li><li><strong>Explore quality support and partnership</strong> Customer service software vendors should provide customer advocates to help businesses maximise their investment. The advocacy support team can answer questions and resolve issues throughout the lifetime of your plan. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Customer service software trends"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Customer service software trends</h2><div class="sc-ecc9c292-0 iUiEoJ"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The customer service software industry is experiencing a dynamic shift driven by evolving customer expectations and rapid technological advancements. Here are some emerging shifts in the landscape revealed in the <a target="_blank" rel="noopener noreferrer" href="https://cxtrends.zendesk.com/gb" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Customer Experience Trends Report 2024<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong>AI is becoming a necessity:</strong> Nearly three-quarters of CX leaders intend to integrate generative AI into their touchpoints through 2026. They believe generative AI makes customer interactions more efficient, helping agents find information and solve problems faster.  </li><li><strong>Chatbots are contributing to stronger customer relationships:</strong> 71% of CX leaders consider bots to be skilled architects in personalising customer journeys. Chatbots can be extensions of a company’s brand identity, resolving issues and building customer loyalty.  </li><li><strong>Phone calls are still the preferred channel for resolving complex problems:</strong> Long wait times and frequent transfers are a major pain point for customers. 41% of CX leaders are increasing phone support budgets to satisfy customer expectations and serve them better. </li><li><strong>Organisations are adopting strategic management practices:</strong> 79% of businesses collaborate with external partners due to challenges related to forecasting staffing levels and overseeing performance. Managers understand that improving operational efficiency can lead to better customer experiences. </li><li><strong>Consumers are buying more when they speak with a representative:</strong> Conversion rates are nine times higher in a live chat than if the customer is left to browse the site on their own. Only 33% of businesses implement conversational commerce, but more than half are considering it. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">By embracing these trends, you can create a customer-centric environment that fosters loyalty and drives growth.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Frequently asked questions"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Frequently asked questions</h2><div class="sc-ecc9c292-0 iUiEoJ"><div itemType="https://schema.org/FAQPage" class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d9e76:--trigger:0" role="button" tabindex="0" aria-controls=":R2d9e76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Which tool is most useful in customer service?</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d9e76:--panel:0" aria-hidden="true" aria-labelledby=":R2d9e76:--trigger:0" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The most useful tool depends on the specific requirements of a business, its <a href="/blog/grow-customer-base/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer base</a> and the service goals the company wants to achieve. Here are some examples of customer service tools proven to be useful: </p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Unified omnichannel agent workspace </li><li>Ticketing system </li><li>Robust integrations marketplace </li><li>AI-powered help centre </li><li>Intelligent routing </li><li>prebuilt and customised reporting and analytics </li><li>Workflow automations </li><li>CRM </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Combining multiple tools can help businesses provide a more comprehensive customer service experience. Additionally, integrating with third-party apps can add to your customer service software capabilities.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d9e76:--trigger:1" role="button" tabindex="0" aria-controls=":R2d9e76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">How much does customer service software cost?</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d9e76:--panel:1" aria-hidden="true" aria-labelledby=":R2d9e76:--trigger:1" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The average cost of the best customer support software ranges from free plans to hundreds of pounds per agent per month. Some vendors offer customised plans for large enterprises that require tailored packages. A few vendors also provide free plans with limited features, benefits and capabilities, while free trials let you test the software to see if it fits your needs. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With the <a href="/register/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk free trial</a>, for instance, you can access our full suite of features and tools for 14 days. Once the trial period ends, your settings and data are still available, so you can seamlessly transition into the plan of your choice.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d9e76:--trigger:2" role="button" tabindex="0" aria-controls=":R2d9e76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">What is the difference between customer service and customer support?</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d9e76:--panel:2" aria-hidden="true" aria-labelledby=":R2d9e76:--trigger:2" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service focuses on fulfilling customer needs and satisfaction, whereas customer support addresses issues with the products or applications. Both are important in ensuring <a href="/blog/good-customer-service-defined/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">good customer service</a> and a positive customer experience.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2d9e76:--trigger:3" role="button" tabindex="0" aria-controls=":R2d9e76:--panel:3" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h4 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Why do small businesses need customer support systems?</h4></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2d9e76:--panel:3" aria-hidden="true" aria-labelledby=":R2d9e76:--trigger:3" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer service solutions for small businesses help scaling teams organise, prioritise and consolidate support enquiries. When paired with <a href="/blog/customer-service-training-important/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service training,</a> customer service software enables quicker, more reliable and more personalised responses to customer inquiries. This helps small businesses set themselves apart with superior customer service.</p> </div></section></div></div></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Try customer service software for free</h2></div><div class="StyledCol-sc-inuw62-0 jHrYwl Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Try customer service software for free"></span></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Seamless communication – personalised to your customers and centralised for your agents – doesn’t have to be just a dream for you and your team. With Zendesk, you get a customer service system that combines it all: integrated customer data, knowledge base management, ticketing, live chat and much more. Start your free trial to see how we can help you elevate your customer experience.</p><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a target="_blank" rel="noopener noreferrer" href="//www.zendesk.co.uk/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Free trial<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 doXlEM"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gUTDzE Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Related customer service software guides</h2></div></div><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 elZec Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Continue your journey through the world of customer service software with these information-packed resources.</p></div><div class="StyledCol-sc-inuw62-0 dpHgeZ Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv sc-e2fe0354-2 cTaaEo"><a href="/service/help-desk-software/service-desk-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Service desk software</span></a><a href="/service/help-desk-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Help desk software</span></a><a href="/service/ticketing-system/ecommerce-customer-service/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">E-commerce customer service</span></a><a href="/internal-help-desk/it-help-desk-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">IT help desk</span></a><a href="/service/help-center/customer-feedback-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Customer feedback software</span></a><a href="/service/ticketing-system/automated-ticketing-system/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Automated ticketing system</span></a><a href="/service/help-center/best-forum-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Forum software</span></a><a href="/service/help-desk-software/incident-management-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Incident management software</span></a><a href="/service/voice/inbound-call-center/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Inbound call centre</span></a><a href="/service/analytics/customer-success-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Customer success software</span></a></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 ggdufw"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 hdAZgg Gridstyle__Row-sc-1uhmtis-1 Basestyle__BaseMainRow-sc-3zktjg-0 bEEqbX hlIKQB" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 dARgPK Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Get your free Zendesk demo</h2><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a target="_blank" rel="noopener noreferrer" href="//www.zendesk.co.uk/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">View demo<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></div></div></div></div></div></section></main><footer class="sc-589b3f08-0 kiqZIv"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="sc-589b3f08-4 iMJqiQ"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><a href="/" data-interaction-type="link-inline-primary" aria-label="Zendesk" class="StyledButton-sc-qe3ace-0 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href="https://support.zendesk.com/hc/en-us/sections/4405298877338-What-s-New-in-Zendesk/" data-interaction-type="link-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 jIfPFy" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Product updates</span><svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li></ul></div><div class="StyledCol-sc-inuw62-0 dyNcwQ Gridstyle__Col-sc-1uhmtis-2 LinkCollectionstyle__LinkCollectionSectionWrapper-sc-96x2q7-2 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best customer service software for 2024","tier-center-cta-text":"Free trial","tier-center-cta-url":"//www.zendesk.co.uk/register/","tier-center-screen-body":"\u003cspan id=\"Try customer service software for free\"\u003e\u003c/span\u003e\r\n\r\nSeamless communication – personalised to your customers and centralised for your agents – doesn’t have to be just a dream for you and your team. With Zendesk, you get a customer service system that combines it all: integrated customer data, knowledge base management, ticketing, live chat and much more. Start your free trial to see how we can help you elevate your customer experience.","tier-center-screen-checkbox":"1","tier-center-screen-headline":"Try customer service software for free","tier-copy":[{"tier-copy-headline":"What is customer service software?","tier-copy-body":"Customer service software is a set of tools designed to help businesses track, manage, organise and respond to customer support requests at scale.\r\n\r\nUnlike a shared email inbox, customer service software contains a \u003ca href=\"/service/help-desk-software/ticketing-system/\"\u003eticketing system\u003c/a\u003e that consolidates customer requests across channels, including email, \u003ca href=\"https://www.zendesk.co.uk/service/ai/live-chat/\"\u003elive chat\u003c/a\u003e, messaging and the phone. Support agents can utilise predefined ticket responses, collaborate on tickets and automatically tag tickets so they are easily referenceable. A customer support system can also empower customers to self-serve via a \u003ca href=\"/blog/knowledge-base/\"\u003eknowledge base\u003c/a\u003e.\r\n\r\nWith advanced customer service tools – like reporting, analytics and AI – support teams can automate repetitive tasks, gather insights and make data-driven decisions to improve support operations.\r\n\r\nBusinesses often integrate customer service tools with other systems, such as a billing or \u003ca href=\"/sell/crm/\"\u003ecustomer relationship management (CRM) platform\u003c/a\u003e, to create a \u003ca href=\"/blog/why-a-360-degree-customer-view-is-key-to-customer-service/\"\u003e360-degree customer view\u003c/a\u003e and provide more \u003ca href=\"/blog/start-providing-personalized-customer-service/\"\u003epersonalised customer service\u003c/a\u003e.\r\n\r\n\u003ciframe width=\"560\" height=\"315\" src=\"https://www.youtube.com/embed/58l-oh-7iy0?si=bkckIaNdyY_8eICI\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen\u003e\u003c/iframe\u003e\r\n\r\n\u003cspan id=\"The 17 best customer support platforms\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"The 17 best customer support platforms","tier-copy-body":"Let’s drill into the best customer support tools and lay out the important details. Here, we’ll provide an overview of the software and a list of features, supported channels, pricing tiers and trial information.\r\n\r\n\r\n\u003cdiv class=\"grid\"\u003e\r\n \u003cdiv class=\"row\"\u003e\r\n \u003cdiv class=\"col col-small-6\"\u003e\r\n \u003cp\u003e\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"#Zendesk\"\u003eZendesk\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Intercom\"\u003eIntercom\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Salesforce Service Cloud\"\u003eSalesforce Service Cloud\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Front\"\u003eFront\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Tidio\"\u003eTidio\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Bitrix24\"\u003eBitrix24\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#HappyFox\"\u003eHappyFox\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Zoho Desk\"\u003eZoho Desk\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"col col-small-6\"\u003e\r\n \u003cp\u003e\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"#ServiceNow\"\u003eServiceNow\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#LiveAgent\"\u003eLiveAgent\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Freshdesk\"\u003eFreshdesk\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Hiver\"\u003eHiver\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#ProProfs Help Desk\"\u003eProProfs Help Desk\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Help Scout\"\u003eHelp Scout\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#HubSpot Service Hub\"\u003eHubSpot Service Hub\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Kustomer\"\u003eKustomer\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Gorgias\"\u003eGorgias\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n\u003c/div\u003e\r\n\r\n\r\n\u003ch3 id=\"Zendesk\"\u003e1. \u003ca href=\"/service/\"\u003eZendesk\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot shows the omnichannel agent workspace from Zendesk, the best customer service software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofzendeskcustomerservicesoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\r\n\r\nZendesk offers \u003ca href=\"/blog/we-shine-when-our-customers-shine/\"\u003eaward-winning\u003c/a\u003e customer service software that empowers businesses to deliver fast and personalised customer support at scale.\r\n\r\nAgents can seamlessly \u003cstrong\u003erespond to customer requests across any channel\u003c/strong\u003e from a single workspace, eliminating the need to switch between dashboards. They can see key information like a customer’s past support issues and seamlessly build a 360-degree customer view with over \u003cstrong\u003e1,500 plug-and-play \u003c/strong\u003eintegrations. Agents can also collaborate with other teammates and departments via \u003ca href=\"https://www.zendesk.co.uk/marketplace/apps/support/972305/slack/\"\u003eSlack\u003c/a\u003e or \u003ca href=\"/microsoft-teams/\"\u003eMicrosoft Teams\u003c/a\u003e directly within Zendesk. \r\n\r\n\u003cstrong\u003eAI is built into the \u003ca href=\"https://www.zendesk.co.uk/service/agent-workspace/\"\u003eagent workspace\u003c/a\u003e\u003c/strong\u003e to help customer service teams manage greater ticket volumes while maintaining high customer satisfaction. AI can identify and label incoming tickets based on conversation priority, intent, sentiment and language – as well as agent capacity, status and skill – so they get routed to the right place. It also guides agents in real time, providing ticket summaries and tools to improve the tone of their replies. \u003cstrong\u003eOur AI is built on over 18 billion real service interactions\u003c/strong\u003e, so it understands customer service and enables you to unlock the power of personalised support from day one. \r\n\r\n\u003cstrong\u003eAdvanced reporting and analytics\u003c/strong\u003e help you determine how to operate more efficiently and identify changing customer needs so you can adapt quickly. Plus, with \u003cstrong\u003e\u003ca href=\"https://www.zendesk.co.uk/trust-center/\"\u003eenterprise-class security features\u003c/a\u003e\u003c/strong\u003e, you can ensure your customers’ data stays safe.\r\n\r\nOur customer service support software is \u003cstrong\u003eeasy to use, maximising productivity and ensuring you can move at the speed of your customers\u003c/strong\u003e. Simply put, Zendesk is a complete customer service solution that works right out of the box – without the need for developers or third-party consultants – resulting in \u003cstrong\u003ea fast time to value and a low total cost of ownership\u003c/strong\u003e. \r\n\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $19 per agent/month. A 14-day free trial is available. \r\n\r\n\u003cstrong\u003eExplore more \u003ca href=\"/pricing/support/\"\u003eZendesk pricing plans\u003c/a\u003e.\u003c/strong\u003e\r\n\r\n\u003cstrong\u003eTake 30 seconds to start a \u003ca href=\"/register/\"\u003efree Zendesk trial\u003c/a\u003e or request a \u003ca href=\"/demo/?demoStep=personal#1\"\u003eZendesk demo\u003c/a\u003e.\u003c/strong\u003e\r\n\r\n\r\n\u003ch3 id=\"Intercom\"\u003e2. \u003ca href=\"https://www.intercom.com/\" rel=\"noopener\" target=\"_blank\"\u003eIntercom\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot shows the help centre from Intercom’s customer support software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofintercomscustomersupportsoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.intercom.com/help-desk\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nIntercom’s customer support solution uses automation and messaging to help internal customer service teams. Intercom Messenger works as a supplement to a business’s existing support tools. Intelligent routing lets businesses direct enquiries to specific agents based on skills, availability and customer history.\r\n\r\nThe platform generates tickets through Messenger and other communication channels, such as email, and sends them to a shared inbox. Messenger can provide live support through chat or offer self-service options for customers to find answers at their own pace. \r\n\r\nIntercom’s chatbot, Fin, offers conversational support by answering frequently asked questions or surfacing help centre articles. Additionally, Fin can summarise conversations in the inbox and automatically populate ticket information. Intercom also features a marketplace with over 350 integrations. \r\n\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $39 per seat/month. A 14-day free trial is available.\r\n\r\n\u003cstrong\u003eRecommended reading:\u003c/strong\u003e Learn about the \u003ca href=\"https://www.zendesk.co.uk/marketplace/apps/support/47491/intercom/\"\u003eIntercom integration for Zendesk\u003c/a\u003e and how \u003ca href=\"/service/comparison/zendesk-vs-intercom/\"\u003eZendesk vs. Intercom\u003c/a\u003e compare.\r\n\r\n\r\n\u003ch3 id=\"Salesforce Service Cloud\"\u003e3. \u003ca href=\"https://www.salesforce.com/ca/products/service-cloud/\" rel=\"noopener\" target=\"_blank\"\u003eSalesforce Service Cloud\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot shows performance reports in Salesforce’s customer care software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofsalesforcesoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.salesforce.com/ca/products/customer-service-operations/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nThe customer service platform from Salesforce provides agents with an omnichannel workspace for customer support. Agents can view each ticket’s relevant context within their workspace, including customer contact details, prior interactions and purchase history. The Swarming feature lets teams collaborate on cases by adding agents with specific skills to a dedicated Slack channel. \r\n\r\nSalesforce Service Cloud lets agents customise workflows and automatically route tickets to the right support agent. Additionally, reporting and analytics features with prebuilt dashboards allow management to monitor team performance across channels. Reports can also include Swarming metrics like top responders and the percentage of open and closed cases. \r\n\r\nJust note that Salesforce can be complex and may take users \u003ca href=\"https://www.g2.com/products/salesforce-salesforce-sales-cloud/reviews/salesforce-sales-cloud-review-8600088\" rel=\"noopener\" target=\"_blank\"\u003elonger to learn\u003c/a\u003e. Because Salesforce isn’t exclusively a CX tool and offers a product suite for sales and marketing, businesses looking to level up their customer service may find it easier to achieve their goals with software specialising in the customer experience.\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $25 per user/month. A 30-day free trial is available. \r\n\r\n\u003cstrong\u003eRecommended reading:\u003c/strong\u003e Learn how \u003ca href=\"https://www.zendesk.co.uk/marketplace/apps/support/10/salesforce/\"\u003eSalesforce integrates with Zendesk\u003c/a\u003e and how \u003ca href=\"/service/comparison/zendesk-vs-salesforce/\"\u003eZendesk vs. Salesforce compare\u003c/a\u003e.\r\n\r\n\r\n\u003ch3 id=\"Front\"\u003e4. \u003ca href=\"https://front.com/\" rel=\"noopener\" target=\"_blank\"\u003eFront\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot of customer support software depicts an email conversation within Front’s shared inbox.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoffrontsharedinboxcustomersupportsoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://front.com/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nFront is a customer service solution that allows users to configure automated workflows and integrate additional channels into a shared inbox. The shared inbox helps keep customer inquiries in one place. It automatically consolidates customer inquiries across channels and routes messages to the best-suited agent. \r\n\r\nEach customer interaction gets logged, allowing agents who touch the account to access customer history for future customer support. Front includes built-in collaboration features so teams can communicate on tickets. It also features unified reporting for analytics on team performance and customer satisfaction.\r\n\r\nBusinesses can build a help centre to assist with customer self-service. Knowledge base administrators can control user permissions to designate who can create, edit and publish content. The help centre also integrates with the live chat system so customers can toggle between self-service and customer support. \r\n\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $19 per seat/month. A 7-day free trial is available.\r\n\r\n\u003cstrong\u003eRecommended reading:\u003c/strong\u003e See how \u003ca href=\"/service/comparison/zendesk-vs-front/\"\u003eZendesk vs. Front\u003c/a\u003e compare.\r\n\r\n\r\n\u003ch3 id=\"Tidio\"\u003e5. \u003ca href=\"https://www.tidio.com/\" rel=\"noopener\" target=\"_blank\"\u003eTidio\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot shows the widget settings for live chat and a chat conversation for Tidio’s customer support software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoftidiocustomerservicesoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.tidio.com/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nTidio is a customer service platform for small and midsize businesses. Featuring a help desk ticketing system, Tidio allows users to organise and manage customer requests in a shared inbox. The software can turn emails, live chats and social media messages into tickets that route to the team inbox. \r\n\r\nTickets are also customisable, so users can add notes and create customised tags. Tidio can automatically assign tickets to agents and close them upon resolution. The software can also send an automated satisfaction survey once the interaction is over. \r\n\r\nTidio’s live chat tool features prewritten responses that help agents answer common questions. The chat window displays what customers are typing in real time so the assigned agent can start preparing a reply before the customer sends the message. Tidio also has a conversational AI chatbot, Lyro, that can assist customers with automated support.\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $29 per month. A free plan and a 7-day trial are available. \r\n\r\n\r\n\u003ch3 id=\"Bitrix24\"\u003e6. \u003ca href=\"https://www.bitrix24.com/\" rel=\"noopener\" target=\"_blank\"\u003eBitrix24\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot shows the task list within Bitrix24’s customer service software user interface.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotbitrix24customerservicesoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.bitrix24.com/tools/hr_automation/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nBitrix24 offers online customer support software. The platform allows teams to provide omnichannel support and manage customer requests from a single location. Businesses can also configure it to queue the requests by channel. Additional customisations include creating prewritten responses and configuring wait time rules.\r\n\r\nEvery customer interaction from all channels gets logged into your CRM. The system collects customer data and creates a new lead if the customer does not have an existing profile. Bitrix24 also offers prebuilt and customisable activity reporting features.\r\n\r\nBitrix24’s built-in video calling allows agents and customers to connect face-to-face when resolving issues. With screen sharing and recording, agents can demonstrate solutions, walk customers through steps and capture sessions for reference or training. There’s also videoconferencing for broader team collaboration, enabling group discussions with up to 48 people at a time.\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $49 per organisation/month. A free plan and a 15-day free trial are available. \r\n\r\n\u003ch3 id=\"HappyFox\"\u003e7. \u003ca href=\"https://www.happyfox.com/\" rel=\"noopener\" target=\"_blank\"\u003eHappyFox\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot depicts the ticket system of HappyFox, a customer service software. \" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofhappyfoxcustomerservicesoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.happyfox.com/software/service-desk-software/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nHappyFox is a customer service solution and help desk management software provider. It provides a ticketing system that helps teams organise requests and features a single customer view for omnichannel support. With automation, customisable workflows and AI-powered chatbots, HappyFox helps automate common tasks.\r\n\r\nManagers can use HappyFox to coordinate work schedules. They can define the work hours of their team and configure schedules to support service level agreements. The feature can also account for non-working hours when calculating time-based conditions. \r\n\r\nHappyFox also offers self-service options, like an online knowledge base, so customers can find answers to questions without generating a support ticket. Customers can also track support tickets, engage in community forums, and refer to help center articles and FAQs – all within a single self-service portal.\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e plans start at $29 per agent/month. A free trial is available. \r\n\r\n\u003cstrong\u003eRecommended reading:\u003c/strong\u003e Learn how \u003ca href=\"https://www.zendesk.co.uk/marketplace/apps/support/244734/happyfox-workflows/?queryID=117fe04f8704b37d2d5f84d546e5cabd\"\u003eHappyFox Workflows integrates with Zendesk\u003c/a\u003e.\r\n\r\n\r\n\u003ch3 id=\"Zoho Desk\"\u003e8. \u003ca href=\"https://www.zoho.com/desk/\" rel=\"noopener\" target=\"_blank\"\u003eZoho Desk\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot shows an overview of the user dashboard for Zoho Desk’s customer support software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofzohodeskcustomersupportsoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.zoho.com/desk/dashboard.html\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nZoho Desk offers customer support software with tools and automation options that automate agent workflows. For instance, Zoho Desk’s software provides omnichannel support with a single-view dashboard so agents can handle customer issues in one place. The ticket management system can organise tickets according to status, due date and priority. \r\n\r\nOther Zoho Desk features include self-service resources, SLAs, AI, an advanced response editor and built-in analytics. The platform allows you to track customer data and generate reports with key performance metrics. Users can also create dashboards to visualise and track specific ticket metrics. \r\n\r\nZoho Desk also features an AI-powered assistant, Zia, which can detect how customers feel based on their language and automatically route tickets to agents with that context. Additionally, Zia can auto-tag tickets and notify agents when unusual activity takes place in the ticket workflow.\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $7 per user/month. A free plan and a 15-day free trial are available. \r\n\r\n\u003cstrong\u003eRecommended reading:\u003c/strong\u003e learn how \u003ca href=\"https://www.zendesk.co.uk/marketplace/apps/support/88627/zoho-crm/\"\u003eZoho integrates with Zendesk\u003c/a\u003e and how \u003ca href=\"/service/comparison/zendesk-vs-zoho/\"\u003eZendesk vs. Zoho compare\u003c/a\u003e.\r\n\r\n\r\n\u003ch3 id=\"ServiceNow\"\u003e9. \u003ca href=\"https://www.servicenow.com/\" rel=\"noopener\" target=\"_blank\"\u003eServiceNow\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot depicts the service management tab of ServiceNow’s customer care software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofservicenowcustomercaresoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.servicenow.com/products/reporting.html\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nServiceNow is a cloud-based customer service tool for enterprises. It features a customer self-service portal that allows users to create service requests or find help centre articles without interacting with an agent. Customers can join community forums to ask questions and share their experiences. \r\n\r\nBusinesses can also automate workflows to help agents with repetitive tasks. Users can design processes to identify, log, resolve and close incidents to avoid retyping information. Teams can also create cross-enterprise workflows that provide end-to-end views. \r\n\r\nServiceNow also offers customer service management (CSM) tools with generative AI technology. With its Now Assist tool, users can get AI-powered suggestions for responses. Additionally, ServiceNow’s AI offers suggestions to help agents with the next steps toward ticket resolution.\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Contact ServiceNow\r\n\r\n\u003cstrong\u003eRecommended reading:\u003c/strong\u003e See how \u003ca href=\"/service/comparison/zendesk-vs-servicenow/\"\u003eZendesk vs. ServiceNow\u003c/a\u003e compare.\r\n\r\n\u003ch3 id=\"LiveAgent\"\u003e10. \u003ca href=\"https://www.liveagent.com/\" rel=\"noopener\" target=\"_blank\"\u003eLiveAgent\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays the ticketing system for LiveAgent’s customer care software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofliveagentcustomerservicesoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.liveagent.com/customer-service-software/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nLiveAgent is a customer service tool that focuses on live chat. It includes features like a real-time typing view, customer service website monitoring for chat engagement and proactive chat invitations based on active agents and their availability. LiveAgent’s universal inbox collects help requests and routes them to specific agents. \r\n\r\nAlong with its chat tool, its help desk has built-in call centre software with inbound and outbound capabilities, a ticketing system, a knowledge base and reporting and analytics tools. Businesses can make call recordings, establish IVR flows and monitor activity in real time. Customers can make callback requests instead of waiting on hold without losing their place in the queue. \r\n\r\nUsers can configure LiveAgent’s workflow automation tools with its Rules feature. Rules can automate routing, tagging and ticket resolutions. LiveAgent is also customisable with a library of integrations to connect with third-party tools. \r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $9 per agent/month. A free plan and free trials of 7 or 30 days are available. \r\n\r\n\r\n\u003ch3 id=\"Freshdesk\"\u003e11. \u003ca href=\"https://www.freshworks.com/freshdesk/\" rel=\"noopener\" target=\"_blank\"\u003eFreshdesk\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot shows the help desk ticketing system for Freshdesk’s customer support software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotoffreshdeskcustomersupportsoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://partnersupport.freshworks.com/en/support/solutions/articles/232591-what-does-the-freshdesk-freshchat-integration-do-\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nThe Freshworks customer service product, Freshdesk, provides a platform for support teams to manage, prioritise and respond to customer requests from a single location. Its ticketing system sends requests from across channels to a team inbox. Trend reports can help teams analyse ticket activity. \r\n\r\nUsers can configure ticket fields to automate routing, categorising and prioritising incoming requests. Users can create customised ticket statuses that help agents see what stage the ticket is at. The system can also detect when a customer ends a conversation saying, ‘Thank you’, so the ticket isn’t accidentally reopened. \r\n\r\nNote, however, that the Freshworks platform consists of three systems: Freshdesk, Freshchat and Freshcaller. Each system has its own workspace, so agents must have each system open in an individual tab – requiring them to jump between windows to find customer information. This can slow customer service and cause agents to miss crucial information.\r\n\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $15 per agent/month. A free plan and a 14-day free trial are available. \r\n\r\n\u003cstrong\u003eRecommended reading:\u003c/strong\u003e See how \u003ca href=\"/service/comparison/zendesk-vs-freshdesk/\"\u003eZendesk vs. Freshdesk\u003c/a\u003e compare.\r\n\r\n\r\n\u003ch3 id=\"Hiver\"\u003e12. \u003ca href=\"https://hiverhq.com/\" rel=\"noopener\" target=\"_blank\"\u003eHiver\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot displays reporting and analytics for Hiver’s customer care software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofhovercustomercaresoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://hiverhq.com/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nHiver is a multichannel customer service help desk designed to work with Google Workspace. Rather than using a completely new platform, Hiver adds common customer service features to the company’s existing Google programmes, including shared inboxes, analytics and SLAs. Businesses that don’t want to reinvent their existing Google communications can use Hiver. \r\n\r\nHiver’s shared inbox has customisable views that allow users to choose conversation categories and filters to personalise the emails they see. With Conversation ID, users can track email threads by assigning them a number and resurfacing them on demand. It also features notes and @mentions (tagging) that enable users to collaborate without forwarding or copying them into the email thread.\r\n\r\nAdditionally, businesses can create a knowledge base to house FAQs, instructions and troubleshooting guides. Customers can navigate through the articles using an embedded search bar. If readers can’t find what they’re looking for, they can submit a support ticket from within the knowledge base.\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $15 per user/month. A 7-day free trial is available.\r\n\r\n\r\n\u003ch3 id=\"ProProfs Help Desk\"\u003e13. \u003ca href=\"https://www.proprofsdesk.com/\" rel=\"noopener\" target=\"_blank\"\u003eProProfs Help Desk\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot shows the ProProfs Help Desk customer service software and its shared inbox.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofproprofshelpdeskcustomerservicesoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.proprofsdesk.com/blog/customer-service-email-management-software/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nProProfs offers a help desk for customer support. The software allows teams to manage, track and close tickets. It includes a shared inbox for team collaboration, allowing agents to view conversations in one place. Agents can prioritise tickets, automate tasks and tag teammates into the conversation. \r\n\r\nAgents can view a customer’s ticket history and export conversations as PDFs. It also features private notes for users to collaborate through side conversations. Collision detection can help avoid having multiple agents unknowingly work on the same ticket. \r\n\r\nSome of ProProfs’ additional features include a knowledge base for self-service, allowing customers to access articles and FAQs. And its live chat software allows for real-time support via a web widget. ProProfs also has surveys that help teams collect feedback and track customer satisfaction (CSAT).\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $19.99 per operator a month. A free plan and a 15-day free trial are available. \r\n\r\n\u003cstrong\u003eRecommended reading:\u003c/strong\u003e Recommended reading: Learn how \u003ca href=\"https://www.zendesk.co.uk/marketplace/apps/support/234217/proprofs/\"\u003eProProfs integrates with Zendesk\u003c/a\u003e.\r\n\r\n\r\n\u003ch3 id=\"Help Scout\"\u003e14. \u003ca href=\"https://www.helpscout.com/\" rel=\"noopener\" target=\"_blank\"\u003eHelp Scout\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot shows the shared inbox for Help Scout’s customer support software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofhelpscoutcustomersupportsoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.helpscout.com/customer-messaging-platform/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nHelp Scout’s customer care software consolidates customer data, interactions and customer history into a shared inbox, giving agents the appropriate context with each request. Its inbox also offers features like private notes for internal collaboration and collision detection to prevent two agents from working on the same issue simultaneously.\r\n\r\nHelp Scout’s AI tools include AI Summarize and AI Assist. AI Summarize helps users condense email threads into bullet points, while AI Assist suggests generated text while agents are typing out replies. AI Assist can also improve the content, change the tone and translate it into other languages. \r\n\r\nBusinesses can administer short-form surveys and collect customer satisfaction ratings on their website or within their app. Additionally, Help Scout hosts an apps and integrations directory that offers over 100 integrations for support, marketing, e-commerce, communication, CRM and analytics.\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $20 per user/month. A 15-day free trial is available. \r\n\r\n\u003cstrong\u003eRecommended reading:\u003c/strong\u003e See how \u003ca href=\"/service/comparison/zendesk-vs-help-scout/\"\u003eZendesk vs. Help Scout\u003c/a\u003e compare.\r\n\r\n\r\n\u003ch3 id=\"HubSpot Service Hub\"\u003e15. \u003ca href=\"https://www.hubspot.com/products/service\" rel=\"noopener\" target=\"_blank\"\u003eHubSpot Service Hub\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot depicts a customer interaction within the user dashboard for HubSpot Service Hub’s customer support software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofhubspotcustomerservicesoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.hubspot.com/products/service/help-desk\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nHubSpot Service Hub offers a shared inbox that provides agents with customer history, ticket information and queue details. HubSpot Service Hub connects with HubSpot’s CRM to sync information between its suite of tools. Agents can also work from a mobile inbox to stay active while on the move. \r\n\r\nWith HubSpot Service Hub, businesses can create customer portals and customised feedback surveys. The customer portal allows customers to view, open and reply to their support tickets. Customers can also access the company knowledge base from the portal. \r\n\r\nUsers can automate follow-up responses based on survey results to gather more insights on the topic. Key performance metrics – like rep productivity, response time and support volume – are available with the reporting and analytics dashboard. Each dashboard can house up to 30 reports. \r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $18 per month for two users. A free plan is available. \r\n\r\n\u003cstrong\u003eRecommended reading:\u003c/strong\u003e Learn about \u003ca href=\"https://www.zendesk.co.uk/marketplace/apps/support/88625/hubspot/\"\u003eHubSpot for Zendesk\u003c/a\u003e and how \u003ca href=\"https://www.zendesk.co.uk/service/comparison/zendesk-vs-hubspot/\"\u003eZendesk vs. HubSpot\u003c/a\u003e compare.\r\n\r\n\r\n\u003ch3 id=\"Kustomer\"\u003e16. \u003ca href=\"https://www.kustomer.com/\" rel=\"noopener\" target=\"_blank\"\u003eKustomer\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot shows a customer conversation within Kustomer’s customer service software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofkustomercustomerservicesoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.kustomer.com/en-gb/blog/product-updates-integrations-automation/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nKustomer is a customer service platform that can help support teams manage customer interactions. It consolidates customer data from multiple sources into a timeline view, providing agents with customer history, preferences and interactions in a chronological conversation thread. Agents can access prewritten replies, suggested actions and ticket tagging options.\r\n\r\nKustomer offers AI tools that use natural language processing to detect customer intent. It can analyse conversations and track customer sentiment, so businesses can identify happy and sad customers. Support teams can also use Kustomer’s AI to classify and route conversations based on the customer’s historical data. \r\n\r\nThe platform includes live reporting and analytics dashboards displaying real-time customer service metrics. Kustomer can retain data for reporting for up to two years. Users can make one-time data exports or establish regularly scheduled report exports. \r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $89 per user/month. \r\n\r\n\u003cstrong\u003eRecommended reading:\u003c/strong\u003e See how \u003ca href=\"/service/comparison/zendesk-vs-kustomer/\"\u003eZendesk vs. Kustomer\u003c/a\u003e compare.\r\n\r\n\r\n\u003ch3 id=\"Gorgias\"\u003e17. \u003ca href=\"https://www.gorgias.com/\" rel=\"noopener\" target=\"_blank\"\u003eGorgias\u003c/a\u003e\u003c/h3\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A screenshot shows a customer conversation between an agent and a customer on Gorgias’ customer service software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/screenshotofgorgiassoftware.jpg\" width=\"100%\" height=\"100%\" /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.gorgias.com/product/helpdesk\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nGorgias is a customer service software solution that offers a help desk with a shared inbox system that enables support teams to collaboratively manage and respond to customer queries. Gorgias integrates with e-commerce sites, like Shopify, so agents can access customer details, such as customer data, order information and order history.\r\n\r\nThe software offers automation features like AI-powered responses, prewritten responses for FAQs and templates to handle repetitive inquiries. AI can scan incoming tickets to identify their intent. It automatically closes spam messages and answers legitimate requests, like order statuses. \r\n\r\nGorgias also has a customisable interface, allowing businesses to build workflows that automatically assign, tag and close tickets. Prewritten responses allow agents to provide standardised answers to customers. The system can also accommodate rules that identify VIP customers to prioritise their requests. \r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $10 per month. A free trial is available. \r\n\r\n\u003cstrong\u003eRecommended reading:\u003c/strong\u003e See how \u003ca href=\"/service/comparison/zendesk-vs-gorgias/\"\u003eZendesk vs. Gorgias\u003c/a\u003e compare.\r\n\r\n\r\n\u003cspan id=\"Comparison chart of the top customer service software platforms\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Comparison chart of the top customer service software solutions","tier-copy-body":"We’ve compiled a list of the best customer service software for 2024. Our comparison chart offers swift insights into pricing, free trial options and key features so you can make informed decisions that align with your customer support needs.\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003eCustomer service software\u003c/th\u003e\r\n \u003cth\u003eStarting price\u003c/th\u003e\r\n \u003cth\u003eFree trial\u003c/th\u003e\r\n \u003cth\u003eKey features\u003c/th\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eZendesk\u003c/td\u003e\r\n \u003ctd\u003e$19 per agent/month (billed annually)\u003c/td\u003e\r\n \u003ctd\u003e14 days\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eUnified omnichannel agent workspace\u003c/li\u003e\r\n\u003cli\u003e1,500+ integrations\u003c/li\u003e\r\n\u003cli\u003eAI-powered help centre\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting\u003c/li\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eIntercom\u003c/td\u003e\r\n \u003ctd\u003e$39 per seat/month\u003c/td\u003e\r\n \u003ctd\u003e14 days\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eShared inbox\u003c/li\u003e\r\n\u003cli\u003eAI-powered help centre\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting\u003c/li\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eSalesforce Service Cloud\u003c/td\u003e\r\n \u003ctd\u003e$25 per user/month (billed monthly or annually)\u003c/td\u003e\r\n \u003ctd\u003e30 days\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eAI-powered help centre\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting\u003c/li\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eFront\u003c/td\u003e\r\n \u003ctd\u003e$19 per seat/month (billed annually)\u003c/td\u003e\r\n \u003ctd\u003e7 days\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eShared inbox\u003c/li\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting\u003c/li\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eTidio\u003c/td\u003e\r\n \u003ctd\u003e$0 per month (50 conversations)\u003c/td\u003e\r\n \u003ctd\u003e7 days\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eShared inbox\u003c/li\u003e\r\n\u003cli\u003eAI-powered help centre\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting\u003c/li\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eBitrix24\u003c/td\u003e\r\n \u003ctd\u003e$0 per month (5 GB only)\u003c/td\u003e\r\n \u003ctd\u003e15 days\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting \u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eHappyFox\u003c/td\u003e\r\n \u003ctd\u003e$29 per agent/month (billed annually)\u003c/td\u003e\r\n \u003ctd\u003eAvailable\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting \u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eZoho Desk\u003c/td\u003e\r\n \u003ctd\u003e$0 per month (minimal support needs)\u003c/td\u003e\r\n \u003ctd\u003e15 days\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting \u003c/li\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eServiceNow\u003c/td\u003e\r\n \u003ctd\u003eContact ServiceNow\u003c/td\u003e\r\n \u003ctd\u003eUnavailable\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eAI-powered help centre \u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting \u003c/li\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eLiveAgent\u003c/td\u003e\r\n \u003ctd\u003e$0/month (limited features)\u003c/td\u003e\r\n \u003ctd\u003e7 or 30 days\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eShared inbox\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting\u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eFreshdesk\u003c/td\u003e\r\n \u003ctd\u003e$0 per month (up to 10 agents)\u003c/td\u003e\r\n \u003ctd\u003e14 days\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eShared inbox\u003c/li\u003e\r\n\u003cli\u003eAI-powered help centre\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting \u003c/li\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eHiver\u003c/td\u003e\r\n \u003ctd\u003e$15 per user/month (billed annually)\u003c/td\u003e\r\n \u003ctd\u003e7 days\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support \u003c/li\u003e\r\n\u003cli\u003eShared inbox\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting \u003c/li\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eProProfs Help Desk\u003c/td\u003e\r\n \u003ctd\u003e$0 per month (single user)\u003c/td\u003e\r\n \u003ctd\u003e15 days\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eShared inbox\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting\u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eHelp Scout\u003c/td\u003e\r\n \u003ctd\u003e$20 per user/month (billed annually)\u003c/td\u003e\r\n \u003ctd\u003e15 days\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eShared inbox\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting \u003c/li\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eHubSpot Service Hub\u003c/td\u003e\r\n \u003ctd\u003e$0 per month (limited tools)\u003c/td\u003e\r\n \u003ctd\u003eUnavailable\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eShared inbox\u003c/li\u003e\r\n\u003cli\u003eAI-powered help centre\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting\u003c/li\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eKustomer\u003c/td\u003e\r\n \u003ctd\u003e$89 per user/month\u003c/td\u003e\r\n \u003ctd\u003eUnavailable\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting \u003c/li\u003e\r\n\u003cli\u003eAI and automation\u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eGorgias\u003c/td\u003e\r\n \u003ctd\u003e$10 per month\u003c/td\u003e\r\n \u003ctd\u003eAvailable\u003c/td\u003e\r\n \u003ctd\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eAI-powered help centre \u003c/li\u003e\r\n\u003cli\u003eCustomisable platform\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003c/td\u003e\r\n \u003c/tr\u003e\r\n\u003c/table\u003e\r\n\r\n\u003cspan id=\"Features of customer service tools\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Features of customer service tools","tier-copy-body":"While different customer support software may offer different omnichannel customer support tools, there are several core features most customer service (CS) software solutions provide. Here are a few of the top features to look for.\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"A graphic depicts five key features of customer service software that help teams deliver exceptional support.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/graphicdepictsfivekeyfeaturesofcustomerservicesoftware.png\" width=\"100%\" height=\"100%\" /\u003e\r\n\r\n\u003ch3\u003eAI-powered help centre\u003c/h3\u003e\r\n\r\nNot every customer issue needs a full ticket or time with a customer service agent. Self-service options, including a help centre and \u003ca href=\"/blog/the-best-faq-page-examples-and-how-to-make-your-own/\"\u003eFAQ pages\u003c/a\u003e, let customers quickly find information without setting up a meeting or waiting on an available agent. These features also allow agents to spend more time on complex cases.\r\n\r\n\u003cstrong\u003eHow it works with Zendesk:\u003c/strong\u003e Iconic department store \u003ca href=\"/customer/liberty-london/\"\u003eLiberty London\u003c/a\u003e implemented Zendesk AI to intelligently route incoming customer support conversations to the right team at the right time. Since partnering with Zendesk, Liberty has saved $21,461 in annual help centre costs. \r\n\r\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\r\n\u003cstrong\u003e“With Zendesk AI, I’m seeing an exciting opportunity to streamline and be more efficient. That will allow our team to have more time to work on projects of importance to the business, be it driving revenue or new sales channels.”\r\n\r\n– Ian Hunt \r\nDirector of Customer Services at Liberty London\u003c/strong\u003e\r\n\u003c/div\u003e\r\n\r\n\r\n\u003ch3\u003eUnified omnichannel agent workspace\u003c/h3\u003e\r\n\r\nAn omnichannel agent workspace provides a dashboard with a unified view of \u003ca href=\"/blog/8-ways-effectively-manage-customer-data/\"\u003ecustomer data\u003c/a\u003e, interactions across channels and ticket history (namely, the entire \u003ca href=\"/blog/fantastic-voyage-customer-journey-mapping-well-worth-effort/\"\u003ecustomer journey\u003c/a\u003e) for all departments to access. An omnichannel workspace allows businesses to meet customers where they are. It gives agents, management, sales reps and anyone who interacts with consumers the context they need to deliver a high-quality customer experience at scale.\r\n\r\n\r\n\u003cstrong\u003eHow it works with Zendesk:\u003c/strong\u003e Global tool manufacturing giant \u003ca href=\"/customer/stanley-black-decker/\"\u003eStanley Black \u0026 Decker\u003c/a\u003e needed to provide its support team with an omnichannel agent workspace to consolidate all customer interactions in one place. The company chose Zendesk because the software has an easy-to-use, omnichannel solution that can handle the high volume of customer support requests at scale. \r\n\r\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\r\n\u003cstrong\u003e“We wanted a solution that integrated all channels and that gave us the flexibility to implement in the way that we needed.”\r\n\r\n– Orlando Gadea Ros\r\nGlobal VP Customer Experience Transformation at Stanley Black \u0026 Decker\u003c/strong\u003e\r\n\u003c/div\u003e\r\n\r\n\r\n\u003ch3\u003ePrebuilt and customised reporting\u003c/h3\u003e\r\n\r\n\u003ca href=\"/service/ticketing-system/customer-tracking-software/\"\u003eCustomer tracking software\u003c/a\u003e and reporting tools let you measure and analyse customer history, behaviour and \u003ca href=\"/blog/customer-service-metrics-matter/\"\u003ecustomer service metrics\u003c/a\u003e. This data is essential because it tracks how many requests you receive, how many tickets are open, when agents manage those tickets and how satisfied the customer is with the experience. Most \u003ca href=\"/service/help-desk-software/service-desk/\"\u003eservice desks\u003c/a\u003e with customer tracking and reporting tools will also auto-generate graph reports for simple viewing and analysis.\r\n\r\n\r\n\u003cstrong\u003eHow it works with Zendesk:\u003c/strong\u003e Zendesk provides omnichannel analytics that allows teams to drill into the metrics to better understand what’s behind the numbers. After implementing Zendesk, cosmetics retailer \u003ca href=\"/customer/lush/\"\u003eLush\u003c/a\u003e achieved a 92% CSAT and increased its return on investment (ROI) by 369% in less than one year. \r\n\r\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\r\n\u003cstrong\u003e“Prior to Zendesk, I believe reporting out of customer care was sparse [to] non-existent.”\r\n\r\n– Naomi Rankin\r\nGlobal CX Manager at Lush\u003c/strong\u003e\r\n\u003c/div\u003e\r\n\r\n\u003ch3\u003eIntegrations\u003c/h3\u003e\r\n\r\nThe right integrations can help your team complete tasks faster and streamline internal and external communication. Consider customer service software that offers no-code integrations – like Slack, \u003ca href=\"https://www.zendesk.co.uk/marketplace/apps/support/841725/zoom-meetings-by-faye/\"\u003eZoom\u003c/a\u003e and \u003ca href=\"https://support.zendesk.com/hc/en-us/articles/4408842821786-Adding-WhatsApp-channels-to-the-Agent-Workspace\"\u003eWhatsApp\u003c/a\u003e – that allow you to hit the ground running, as well as third-party integrations to supercharge your software. For example, \u003ca href=\"https://www.zendesk.co.uk/marketplace/\"\u003eZendesk Marketplace\u003c/a\u003e offers more than 1,500 apps and integrations to help you create a 360-degree view of your customer. \r\n\r\n\u003ch3\u003eCustomisable platform\u003c/h3\u003e\r\n\r\nA wholly customisable platform allows businesses to tailor their software to meet their organisational needs, both now and in the future. Open and flexible software enables teams to unlock a plethora of customisation options with apps and integrations, both code and no code. For example, businesses without developer budgets can utilise no-code integrations to quickly and easily extend their software’s capabilities. But companies wanting to create more complex use cases should consider an open platform like \u003ca href=\"/platform/\"\u003eZendesk Sunshine\u003c/a\u003e, which lets developers customise the code to their heart’s content. \r\n\r\nThe ability to customise enables businesses to create a 360-degree view of the customer by integrating CX data across systems and tools. This allows for more personalised customer service. Integrations also help you extend your CX software for different use cases and eliminate the need for agents to toggle between tools to get the information they need.\r\n\r\n\u003cspan id=\"Benefits of customer support platforms\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Benefits of customer support software","tier-copy-body":"Customer service platforms can benefit companies of all types and sizes. From global enterprises to small businesses, customer support software can help teams in various ways. Here are some key benefits to consider.\r\n\r\n\u003ch3\u003eDrives customer satisfaction, retention and loyalty\u003c/h3\u003e\r\n\r\nCustomers go out of their way to buy from brands they love – and stronger loyalty usually means more sales. Customer service software can facilitate better customer support practices, help your business meet the growing demand for \u003ca href=\"/blog/complete-guide-personalization/\"\u003epersonalisation\u003c/a\u003e and empower teams to achieve performance goals (like improved \u003ca href=\"/blog/first-reply-time/\"\u003efirst reply time\u003c/a\u003e) that greatly influence \u003ca href=\"/blog/3-steps-achieving-customer-satisfaction-loyalty/\"\u003ecustomer satisfaction\u003c/a\u003e. \r\n\r\nCustomer service software that enables omnichannel support lets you meet the customer on their preferred channel for fast and convenient support, resulting in better CX. Additionally, predictive analysis tools can anticipate potential issues based on ticket volume and customer behaviour, helping you proactively address problems to prevent customer churn.\r\n\r\n\u003ch3\u003eReduce costs\u003c/h3\u003e\r\n\r\nImplementing tools – like self-service or AI and automations – helps businesses reduce costs by accomplishing more with less. Businesses can handle the same number of enquiries by streamlining workflows, automating tasks and allowing customers to help themselves without increasing headcount or sacrificing customer service quality. \r\n\r\n\u003ch3\u003eImproves agent wellbeing and the employee experience\u003c/h3\u003e\r\n\r\nThe right customer service tools can boost team morale and enhance the \u003ca href=\"/blog/employee-experience/\"\u003eemployee experience\u003c/a\u003e. Simplified and streamlined workflows, automated routine tasks and intuitive workspaces create an environment that helps agents thrive. For example, \u003ca href=\"/service/messaging/chatbot/\"\u003eAI chatbots\u003c/a\u003e can handle repetitive requests, so your support reps can focus on addressing more engaging questions and complex issues. \r\n\r\nAgents will stick around and grow with companies that give them the best tools for the job, which comes with the additional benefit of reducing the costs associated with finding new talent to fill vacant roles.\r\n\r\n\u003ch3\u003eGain insights for informed decision-making\u003c/h3\u003e\r\n\r\nCustomer service software with reporting and analytics tools and customer feedback mechanisms can provide valuable insights for decision makers. With real-time reporting dashboards and omnichannel analytics, management teams gain visibility into ticket queues, team bandwidth and performance. \r\n\r\nThis information allows management to see where teams or individual agents are excelling and where they may need to improve. They can also quickly determine where to allocate resources or make adjustments in real time to optimise workflows. \r\n\r\n\u003ch3\u003eBoost productivity and efficiency\u003c/h3\u003e\r\n\r\nCustomer service platforms with built-in AI and automation can improve team productivity by lending agents a helping hand and reducing manual work. For example, generative AI tools can streamline \u003ca href=\"/blog/knowledge-management-system/\"\u003eknowledge management\u003c/a\u003e by flagging articles that are ready for a refresh and helping agents write new pieces. AI can also quickly scan ticket content and provide a summary so agents can jump in and resolve the issue faster. Additionally, automation can ensure tickets are routed to the right agent for the task.\r\n\r\n\u003cspan id=\"Different types of software for customer support\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Different types of software for customer support","tier-copy-body":"Customer support management software can come in many forms, but the best solutions enable businesses to provide support across numerous channels and tools within a single workspace. Here are some primary resources businesses use to connect with and assist customers.\r\n\r\n\u003ch3\u003e1. Phone (voice) support\u003c/h3\u003e\r\n\r\nPhone support software streamlines and enhances voice-based customer interactions. It typically includes \u003ca href=\"/blog/intelligent-call-routing/\"\u003eintelligent call routing\u003c/a\u003e, call recording and transcription, caller ID and customer history display, and \u003ca href=\"/blog/what-is-ivr/\"\u003eIVR\u003c/a\u003e. Phone support software can improve call resolution times, agent efficiency and overall customer satisfaction by automating tasks and providing agents with real-time information.\r\n\r\nThe \u003ca href=\"/customer/salvation-army/\"\u003eSalvation Army\u003c/a\u003e connected its phone and ticketing system so every incoming call automatically creates a new ticket. This allows agents to focus on serving the customer and avoids mistakes in the ticket creation process.\r\n\r\n\r\n\r\n\r\n\u003ch3\u003e2. Live chat\u003c/h3\u003e\r\n\r\n\u003ca href=\"/service/messaging/live-chat/\"\u003eLive chat software\u003c/a\u003e provides a real-time chat interface for customer support interactions directly on business websites or mobile apps. It empowers agents to handle multiple chats simultaneously, reducing wait times. Live chat helps increase website conversions and \u003ca href=\"/blog/how-to-improve-customer-satisfaction/\"\u003eimprove customer satisfaction\u003c/a\u003e with timely and convenient support.\r\n\r\n\u003ca href=\"/customer/upwork/\"\u003eUpwork\u003c/a\u003e integrates its live chat with chatbots to deflect incoming requests to self-service resources. Now, only 42% of chat interactions require support team involvement. \r\n\r\n\u003ch3\u003e3. Social media messaging\u003c/h3\u003e\r\n\r\nSocial messaging software allows agents to interact with customers directly on social media platforms like Facebook, X (formerly Twitter) and Instagram. Agents can manage conversations, respond to messages and resolve issues directly within the familiar social media environment. This type of software helps support teams meet customers where they already are, offering personalised and convenient support.\r\n\r\n\u003ca href=\"/customer/boxycharm/\"\u003eBoxyCharm\u003c/a\u003e uses social media messaging to gain an omnichannel view of its customers within its broader customer service system. Doing this has helped the team improve their response time and ensure all private social media tickets get resolved. \r\n\r\n\r\n\u003cstrong\u003eSuggested reading:\u003c/strong\u003e \u003ca href=\"/service/ticketing-system/social-media-customer-service/\"\u003e11 best social media customer service software of 2024\u003c/a\u003e\r\n \r\n\r\n\u003ch3\u003e4. Email management\u003c/h3\u003e\r\n\r\n\u003ca href=\"/service/ticketing-system/email-management-software/\"\u003eEmail management software\u003c/a\u003e tackles the often overwhelming task of handling customer email enquiries. It offers features like automated ticket creation and routing, team collaboration tools and prewritten responses. \r\n\r\nThe \u003ca href=\"/customer/georgia-housing-voucher-program/\"\u003eGeorgia Housing Voucher Programme (GHVP)\u003c/a\u003e used to manage emails with shared inboxes that made it difficult to take ownership of tickets and maintain accountability. Switching to an email management system allowed the GHVP to gain full visibility of its workflows. Staff can take control of email requests and communicate with coworkers when collaboration is required. \r\n\r\n\u003ch3\u003e5. Text (SMS) messaging\u003c/h3\u003e\r\n\r\n\u003ca href=\"/service/voice/text/\"\u003eText messaging software\u003c/a\u003e enables businesses to interact with customers directly through text messages. This convenient and fast channel allows agents to send proactive updates on orders and appointments, answer quick questions and offer support in bite-sized pieces. \r\n\r\nMoving company \u003ca href=\"/customer/storage-scholars/\"\u003eStorage Scholars\u003c/a\u003e uses texting to deliver a more personal touch to customer interactions. While bots help deflect basic questions, knowing a human agent is available on the other end prompts customers to trust the company with their belongings. \r\n\r\n\r\n\u003cstrong\u003eSuggested reading:\u003c/strong\u003e \u003ca href=\"/service/messaging/\"\u003eBest customer messaging software\u003c/a\u003e\r\n\r\n\r\n\u003ch3\u003e6. Mobile SDK\u003c/h3\u003e\r\n\r\nMobile SDKs (software development kits) are like tiny toolboxes for developers building software customer service features directly into mobile apps. These kits provide prebuilt code and resources that simplify adding things like in-app chat, ticketing systems or knowledge base access directly within a company’s app. \r\n\r\n\u003ca href=\"/customer/big-fish-games/\"\u003eBig Fish Games\u003c/a\u003e uses the Zendesk mobile SDK to embed its help centre into game apps. The players can conveniently access knowledge base articles without leaving the app, leading to a more immersive playing experience. \r\n\r\n\u003ch3\u003e7. Knowledge base software\u003c/h3\u003e\r\n\r\nKnowledge base software serves as a centralised hub for self-help information. This online library contains answers to common questions, step-by-step guides and troubleshooting tips. Customers and agents can search through FAQs, articles and even video tutorials to find solutions independently, reducing pressure on your support team. \r\n\r\nOnline marketplace \u003ca href=\"/customer/mydeal-com-au/\"\u003eMyDeal\u003c/a\u003e uses its knowledge base to help onboard new users. The team monitors customer enquiries and service tickets to inform which content to update or add to the knowledge base. \r\n\r\n\r\n\u003cstrong\u003eSuggested reading:\u003c/strong\u003e \u003ca href=\"/service/help-center/knowledge-base-software/\"\u003eBest knowledge base software for 2024\u003c/a\u003e\r\n\r\n\r\n\u003ch3\u003e8. Community forums\u003c/h3\u003e\r\n\r\n\u003ca href=\"/service/community-forum/\"\u003eCommunity forum software\u003c/a\u003e establishes a space for peer-to-peer support. Imagine a virtual town square where customers can ask questions, share experiences and help each other. This software empowers customers to learn from each other and find user-generated solutions. Features often include discussion boards, topic categories, user profiles and moderation tools.\r\n\r\n\u003ca href=\"/customer/discord/\"\u003eDiscord\u003c/a\u003e uses community forums to gauge user sentiment for possible updates to the service. Product teams quickly get customer feedback in a centralised place so they can prioritise which new features or fixes should come next. \r\n\r\n\r\n\u003cstrong\u003eSuggested reading:\u003c/strong\u003e \u003ca href=\"/service/help-center/forum-software/\"\u003eBest online forum software for 2024\u003c/a\u003e\r\n\r\n\r\n\u003ch3\u003e9. Service desk software\u003c/h3\u003e\r\n\r\nService desk software acts as the backbone of IT support, designed specifically to manage internal requests from employees or more technical customer issues. Employees can submit tickets for tech malfunctions, password resets, software access requests and other IT-related needs. Service desk software streamlines workflows, offering features like ticket tracking, automated routing, prioritisation, knowledge base access and reporting. \r\n\r\nBefore \u003ca href=\"/customer/nottingham-trent-university/\"\u003eNottingham Trent University\u003c/a\u003e used service desk software, the IT department was considered an ineffective call centre. The IT team struggled to track and close student requests. Adding Zendesk service desk software allowed the department to manage and close tickets efficiently. As a result, the organisation increased its CSAT to 96%.\r\n\r\n\u003cspan id=\"How to choose the right customer service software for your business\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"How to choose the right customer service software for your business","tier-copy-body":"Your customer service software is the key ingredient to your support team’s day-to-day operations, so finding the right combination of tools is a big deal. Here are a few things to consider when choosing the right customer service software for your business.\r\n\r\n\r\n \u003cimg class=\"lazyload no-src\" alt=\"A graphic lists five tips for choosing the right customer service software for your business.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/graphiclistsfivetipsforchoosingtherightcustomerservicesoftwareforyourcompany.png\" width=\"100%\" height=\"100%\" /\u003e\r\n\r\n\u003cul\u003e\r\n\u003cli\u003e\u003cstrong\u003eConsider time to value (TTV) and total cost of ownership (TCO):\u003c/strong\u003e Fast TTV means your software is easy to set up and use, so you can quickly maximise the benefits. Externally supplied IT support helps manage updates and bug patches, so you don’t need an in-house dev team, leading to a low TCO. \u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eEnsure security and reliability:\u003c/strong\u003e The software should have compliance certifications for cloud-based and on-premise servers, including application, data, network and product security that offers two-factor authentication (2FA) and single sign-on (SSO) options. The solution should also be reliable, so you don’t have to worry about your data being compromised. \u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eDetermine product scalability:\u003c/strong\u003e The software needs an infrastructure to run smoothly while adapting to your ever-changing needs. \u003ca href=\"/service/help-desk-software/service-desk-software/\"\u003eService desk software\u003c/a\u003e should have options to accommodate a growing company, like the ability to seamlessly add or remove channels and integrate new systems and software.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eUtilise free trials\u003c/strong\u003e Free trials allow you to test software and assess its capabilities and usability before locking into a long-term investment. This information can help you determine if the software aligns with your business needs and if you can achieve your \u003ca href=\"/blog/setting-right-goals-customer-service-team/\"\u003ecustomer support goals\u003c/a\u003e.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eExplore quality support and partnership\u003c/strong\u003e Customer service software vendors should provide customer advocates to help businesses maximise their investment. The advocacy support team can answer questions and resolve issues throughout the lifetime of your plan.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cspan id=\"Customer service software trends\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Customer service software trends","tier-copy-body":"The customer service software industry is experiencing a dynamic shift driven by evolving customer expectations and rapid technological advancements. Here are some emerging shifts in the landscape revealed in the \u003ca href=\"https://cxtrends.zendesk.com/gb\"\u003eZendesk Customer Experience Trends Report 2024\u003c/a\u003e:\r\n\r\n\u003cul\u003e\r\n\u003cli\u003e\u003cstrong\u003eAI is becoming a necessity:\u003c/strong\u003e Nearly three-quarters of CX leaders intend to integrate generative AI into their touchpoints through 2026. They believe generative AI makes customer interactions more efficient, helping agents find information and solve problems faster. \u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eChatbots are contributing to stronger customer relationships:\u003c/strong\u003e 71% of CX leaders consider bots to be skilled architects in personalising customer journeys. Chatbots can be extensions of a company’s brand identity, resolving issues and building customer loyalty. \u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003ePhone calls are still the preferred channel for resolving complex problems:\u003c/strong\u003e Long wait times and frequent transfers are a major pain point for customers. 41% of CX leaders are increasing phone support budgets to satisfy customer expectations and serve them better.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eOrganisations are adopting strategic management practices:\u003c/strong\u003e 79% of businesses collaborate with external partners due to challenges related to forecasting staffing levels and overseeing performance. Managers understand that improving operational efficiency can lead to better customer experiences.\u003c/li\u003e\r\n\u003cli\u003e\u003cstrong\u003eConsumers are buying more when they speak with a representative:\u003c/strong\u003e Conversion rates are nine times higher in a live chat than if the customer is left to browse the site on their own. Only 33% of businesses implement conversational commerce, but more than half are considering it.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nBy embracing these trends, you can create a customer-centric environment that fosters loyalty and drives growth.\r\n\r\n\u003cspan id=\"Frequently asked questions\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Frequently asked questions","tier-copy-body":"\u003cdiv class=\"accordion theme-default js-accordion faq-accordion\"\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eWhich tool is most useful in customer service?\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eThe most useful tool depends on the specific requirements of a business, its \u003ca href=\"/blog/grow-customer-base/\"\u003ecustomer base\u003c/a\u003e and the service goals the company wants to achieve. Here are some examples of customer service tools proven to be useful:\r\n\u003cul\u003e\r\n\u003cli\u003eUnified omnichannel agent workspace\u003c/li\u003e\r\n\u003cli\u003eTicketing system\u003c/li\u003e\r\n\u003cli\u003eRobust integrations marketplace\u003c/li\u003e\r\n\u003cli\u003eAI-powered help centre\u003c/li\u003e \r\n\u003cli\u003eIntelligent routing\u003c/li\u003e\r\n\u003cli\u003eprebuilt and customised reporting and analytics\u003c/li\u003e\r\n\u003cli\u003eWorkflow automations\u003c/li\u003e\r\n\u003cli\u003eCRM\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nCombining multiple tools can help businesses provide a more comprehensive customer service experience. Additionally, integrating with third-party apps can add to your customer service software capabilities.\r\n\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eHow much does customer service software cost?\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eThe average cost of the best customer support software ranges from free plans to hundreds of pounds per agent per month. Some vendors offer customised plans for large enterprises that require tailored packages. A few vendors also provide free plans with limited features, benefits and capabilities, while free trials let you test the software to see if it fits your needs.\r\n\r\nWith the \u003ca href=\"/register/\"\u003eZendesk free trial\u003c/a\u003e, for instance, you can access our full suite of features and tools for 14 days. Once the trial period ends, your settings and data are still available, so you can seamlessly transition into the plan of your choice.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eWhat is the difference between customer service and customer support?\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eCustomer service focuses on fulfilling customer needs and satisfaction, whereas customer support addresses issues with the products or applications. Both are important in ensuring \u003ca href=\"/blog/good-customer-service-defined/\"\u003egood customer service\u003c/a\u003e and a positive customer experience.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch4\u003eWhy do small businesses need customer support systems?\u003c/h4\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eCustomer service solutions for small businesses help scaling teams organise, prioritise and consolidate support enquiries. When paired with \u003ca href=\"/blog/customer-service-training-important/\"\u003ecustomer service training,\u003c/a\u003e customer service software enables quicker, more reliable and more personalised responses to customer inquiries. This helps small businesses set themselves apart with superior customer service.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n\u003c/div\u003e","tier-copy-image":"","tier-video-id":""}],"tier-cta-1-text":"Start your free trial","tier-cta-1-url":"/register/","tier-cta-2-text":"View demo","tier-cta-2-url":"//www.zendesk.co.uk/register/","tier-cta-checkbox":"1","tier-cta-headline":"Get your free Zendesk demo","tier-footer-ctas":[{"tier-footer-cta-text":"","tier-footer-cta-url":""}],"tier-hero-ctas":[{"tier-hero-cta-text":"View demo","tier-hero-cta-url":"/demo/"}],"tier-hero-description":"Customer service software is the backbone of successful service operations. With \u003ca href=\"/blog/customer-service-statistics/\"\u003e76% of customers expecting personalised service\u003c/a\u003e, generic one-size-fits-all support doesn’t cut it. You need tools that make communication seamless and agents effective if you want to keep customers satisfied. That, of course, starts by partnering with a stellar software provider. \r\n\r\nFollow our guide for the basics of customer support software and details about the top customer service tools, so you can find the right solution.\r\n\r\n\u003cstrong\u003eMore in this guide:\u003c/strong\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"#What is customer service software?\"\u003eWhat is customer service software?\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#The 17 best customer support platforms\"\u003eThe 17 best customer support platforms\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Comparison chart of the top customer service software platforms\"\u003eComparison chart of the top customer service software platforms\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Features of customer service tools\"\u003eFeatures of customer service tools\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Benefits of customer support platforms\"\u003eBenefits of customer support platforms\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Different types of software for customer support\"\u003eDifferent types of software for customer support\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#How to choose the right customer service software for your business\"\u003eHow to choose the right customer service software for your business\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Customer service software trends\"\u003eCustomer service software trends\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Frequently asked questions\"\u003eFrequently asked questions\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Try customer service software for free\"\u003eTry customer service software for free\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cspan id=\"What is customer service software?\"\u003e\u003c/span\u003e","tier-hero-headline":"The best customer service software for 2024","tier-hero-image":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customerservicemanagementsoftwarehero.png","tier-hero-subheading":"Customer service software helps businesses personalise customer interactions, building loyalty and revenue. Try an award-winning solution for free.","tier-parent-url":"/service/ticketing-system/","tier-resource-checkbox":"1","tier-resource-description":"Continue your journey through the world of customer service software with these information-packed resources.","tier-resource-headline":"Related customer service software guides","tier-resource-links":"\u003ca href=\"/service/help-desk-software/service-desk-software/\"\u003eService desk software\u003c/a\u003e\r\n\u003ca href=\"/service/help-desk-software/\"\u003eHelp desk software\u003c/a\u003e\r\n\u003ca href=\"/service/ticketing-system/ecommerce-customer-service/\"\u003eE-commerce customer service\u003c/a\u003e\r\n\u003ca href=\"/internal-help-desk/it-help-desk-software/\"\u003eIT help desk\u003c/a\u003e\r\n\u003ca href=\"/service/help-center/customer-feedback-software/\"\u003eCustomer feedback software\u003c/a\u003e\r\n\u003ca href=\"/service/ticketing-system/automated-ticketing-system/\"\u003eAutomated ticketing system\u003c/a\u003e\r\n\u003ca href=\"/service/help-center/best-forum-software/\"\u003eForum software\u003c/a\u003e\r\n\u003ca href=\"/service/help-desk-software/incident-management-software/\"\u003eIncident management software\u003c/a\u003e\r\n\u003ca href=\"/service/voice/inbound-call-center/\"\u003eInbound call centre\u003c/a\u003e\r\n\u003ca href=\"/service/analytics/customer-success-software/\"\u003eCustomer success software\u003c/a\u003e","tier-subheading":"A complete guide to the best customer service software","_edit_lock":"1729174879:5502","_edit_last":"5502","_tms_delivery":"2024-09-17 17:49:00","last_modified_by":"mvega","canonical":"https://www.zendesk.co.uk/service/ticketing-system/customer-service-management-software/","seoTitle":"The 17 best customer service software for 2024","seoDescription":"The best customer service software strengthens customer loyalty and increases agent efficiency. Learn how to pick the right solution for your business.","seoImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-5.png","twitterImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-5.png","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","path":"/service/ticketing-system/customer-service-management-software/","title":"The best customer service software for 2024","publishedAt":"2020-10-15 12:00:00","updatedAt":"2024-10-17 14:47:39","updatedAtFormatted":"October 17, 2024","content":"","related":[],"promo":null},"preview":false,"id":202104012,"locale":"gb"},"__lang":"gb","__namespaces":{"header":{"brand_logoname_blog":"Zendesk Blog","newsroom":"Newsroom","brand_subtitle_newsroom":"Company news and announcements","marketplace":"Marketplace","arialabel_toggle":"Toggle Mobile Menu","arialabel_search":"Search","contact_us":"Contact us","primary_btn":"Start free 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