15 Best Customer Service Software & Platforms

Customer service software is an excellent tool for customer interaction and ticket management.

It supports your customer care team and delivers self-service systems to help you improve your response time.

In this article, I have reviewed several popular customer service platforms for B2B and B2C businesses.

Check out the reviews to compare their features and prices.

What is Customer Service Software and What Platforms Are Best for You?

Customer service software refers to SaaS tools that centralize customer communication and facilitate query resolutions.

These platforms come with automation and tracking features, allowing companies to manage multiple channels with ease.

Top Features to Look for In a Customer Service Software;

• Help desk/ ticketing system.
• Live chat and automated responses.
• Multichannel communication.
• Team collaboration.

Several types of customer support platforms are available in the market.

Some provide exclusive features like a chatbot or email management, while some offer more versatility.

Here are the 15 software products that deliver the best customer service systems.

1. FreshDesk

FreshDesk delivers AI-powered customer care features. You can use this app to build a smart ticketing system and run omnichannel communication workflows.

Some of its most notable features include ticket assignment, agent collision detection, team inbox, and canned responses. You can set up sequences and triggers to automate ticket assignments and track them in real-time.

Some collaboration tools are also available for challenging situations. You can connect with internal and external parties and split work to resolve issues faster.

For FAQs, you can create a knowledge base on your website or deploy a chatbot.

Core Features

• Email, text, voice, and chat.
• Self-service.
• Automation.
• Canned forms.
• Shared inbox.
• Team collaboration.
• Ticketing and routing.
• AI capabilities.
• Reporting.
• Integrations.

Price

FreshDesk’s basic plan is free, and the premium packages start from $15. Get started with Freshdesk here →

2. ZOHODesk

ZOHODesk is intuitive and mobile-friendly.  Via this app, you can set up custom customer support and monitor your workflows remotely.

The subscription contains both agent management and self-service tools.

You can embed a help center into your official site to handle general queries and create a ticketing system for issues related to your products and services.

What makes ZOHO a good choice is its package flexibility. You have the option to either buy the standard plan or get simple automation at budget-friendly rates.

Core Features

• Omnichannel communication.
• Ticket management.
• Self-service.
• Chatbot.
• Call feature.
• Automation.
• Customization.
• Agent roles.
• Analytics.
• Integrations.
• Mobile apps.

Price

ZOHODesk charges $20 to $50 per month. For small teams, ZOHO sells an express package, costing $7 per month.

3. ZenDesk

ZenDesk is a well-established customer service platform.

You can automate your website communication, manage social media interactions, and embed a call button for direct conversations. With smart routing, you can automatically assign tickets to the right agent and optimize your response time.

For repetitive queries, you can deploy AI Agents and automate your email and social media communication. It’s the latest feature and is available in all the packages.

Other interesting features of ZenDesk are light agents and side conversations. Your agents can read unassigned tickets and offer suggestions on private chat.

Core Features

• Omnichannel communication.
• Ticketing system.
• Help center.
• AI agent.
• Canned responses.
• Call feature.
• Automation.
• Agent workspace.
• Analytics.
• Integrations.

Price

ZenDesk’s basic plan costs $25. You can take a free trial.

4. Gorgias

Gorgias is designed for e-commerce stores. You can set up multichannel customer care for your online business and handle around 200 tickets daily.

The app supports all popular communication channels, including voice, live chat, and SMS. You can create workflows for product recommendations, order management, and refunds.

The best feature of Gorgias is its convert module. You can embed chat options into your marketing campaigns and automate your Facebook and Instagram responses.

You can connect Gorgias with Shopify, BigCommerce, Magneto, and WooCommerce.

Core Features

• Multichannel customer support.
• Ticketing system.
• Self-service.
• AI capabilities.
• Workflow builder.
• Auto-responders.
• Chat campaigns.
• Analytics.
• Integration.

Price

Gorgias’s prices start from $10. You can buy the package for up to 5000 tickets.

An interactive product tour is available on its official website.

5. Reamaze

Reamaze is also a good option for e-commerce stores. You can set up both live and self-service support with this tool.

The software works on desktops and smartphones and integrates with popular third-party applications. You’ll get a shared inbox for agents and staff management features to organize shifts.

For conversation automation, Reamaze provides triggers, templates, and workflow automation. You can see your customers’ experience in real-time and adjust your service accordingly.

Reamaze also has a push campaign feature. You can insert a message CTA to provide a quick way to connect.

Core Features

• Helpdesk.
• Multichannel communication.
• Chatbots.
• Staff management.
• Push campaign.
• Shared inbox.
• Live monitoring.
• Integration.
• Mobile app.

Price

Reamaze prices range between $29 and $69. You can try it for free.

6. BoldDesk

BoldDesk delivers an email-based ticketing system. You can convert all your customer emails into tickets and automate your workflows.

Core capabilities of BoldDesk are ticket sorting and forwarding, spam control, auto-response, and analytics. You can add triggers to automate actions and set recurring tasks on autopilot.

For agents, task management and time-tracking tools are included in the package. You can assign specific tasks to your agents and let them record their billable hours.

BoldDesk works on both desktops and mobile phones.

Core Features          

• Email ticketing system.
• Knowledge base.
• Help desk.
• Task management.
• Auto-response.
• AI copilot.
• Analytics.
• Integrations.
• Mobile app.

Price

BoldDesk prices range between $25 and $75.

You can take a free trial.

7. Tawk.To

Tawk.To is a free chat widget. The software has all the essential support features, plus a CRM for contact management.

You can use it to add a live chat widget to your website and build a well-structured knowledge base for articles. If you are a solopreneur and don’t have a website, you can use the Tawk-To chat page link to your profiles and campaigns.

A chatbot is also part of the main product.  You can turn on the smart reply to automate repetitive conversations and disable the bot anytime.

Core Features

• Live chat.
• AI bot.
• Knowledge base.
• CRM.
• Chat page links.
• Agent services.
• Tracking.
• Multilingual.
• Mobile-friendly.

Price

Tawk-To earns from its chat agent and virtual assistant services. The widget is completely free.

8. Hiver

Hiver helps you manage customer support from your Gmail account. It’s a helpdesk widget that provides a shared inbox to assign emails and resolve queries.

Notable features of Hiver are email templates, ticket IDs, team mentions, and approvals. You can set up workflows and collision alerts to automatically assign emails and avoid duplication.

For tickets, Hiver offers a customer portal. You can additionally create a knowledge base to answer FAQs and deploy a bot for live chat.

Core Features

• Email management.
• Shared inbox.
• Multichannel help desk.
• Knowledge base.
• Live chat.
• Collaboration.
• AI capabilities.
• Workflow automation.
• Analytics and tracking.
• Integration.

Price

Hiver’s basic plan costs $24. You can take a free trial.

9. Intercom

Intercom has helpdesk and AI-powered tools. With this app, you can provide 24/7 customer support and oversee agent communications.

You can use multiple channels for customer services and create ticketing workflows for agents. To handle calls, you can set up an IVR and send calls directly to the inbox.

Intercom’s AI composer is one of its notable features. The bot can be used for initial training and helps you with customer queries and responses.

Core Features

• Omnichannel communication.
• Ticketing and help center.
• Phone option.
• AI assistant.
• Inbox.
• Chatbot.
• Automation.
• Analytics and monitoring.

Price

Intercom’s basic plan costs $39, and the premium packages cost $99 to $139.

You can take a free trial.

10. HelpScout

HelpScout offers messaging, chat, and collaboration tools. You can connect multiple communication channels and add several team members.

The app has an AI inbox that collects customer queries and offers content suggestions to agents.

You can automate general conversations to reduce the workload and assign messages with context to make things easier for your team members.

For product guidelines, you can build a knowledge base on your website. The module comes with its own monitoring feature that tracks visitors’ search queries and pinpoints weak areas.

Core Features

• Email, live chat, call, SMS, social media.
• Auto-reply.
• Knowledge base.
• Team collaboration.
• Inbox.
• AI assistant.
• Help widget.
• Reporting.
• Integrations.

Price

HelpScout’s standard plan costs $25 per user, and the Plus plan costs $50. You can take a free trial.

11. Crispchat

Crispchat helps you engage potential buyers and existing customers. You can build several customer support systems and easily interact with site visitors.

You’ll get a CRM with campaign automation tools and a chatbot for your website. To manage queries, you can create a knowledge base and set up a ticketing system.

Using the shared inbox, you can collaborate with your team and automate repeat conversations.

Crispchat also has a public status page specifically for SaaS businesses. Anytime your app needs maintenance, you can send alerts to users.

Core Features

• Multichannel customer communication.
• Knowledge base.
• Chatbot and chat widget.
• Shared inbox.
• CRM.
• In-app messages.
• Status page for SaaS products.
• Automation.
• Reporting.
• Integrations.

Price

You can get started on Crispchat for free. Its paid subscription is $25 to $95 per month.

12. LiveAgent

LiveAgent is best for all business sizes. The app supports over a dozen contact channels and delivers call center, website chat, and social media modules.

You can try it for 30 days to explore its features and get two months free on the annual plan. You can manage everything, from email ticketing and live chat to Facebook messages and VoIP calls.

LiveAgent works well with WordPress and Shopify and integrates with third-party apps like Slack.

Core Features

• Omnichannel customer service.
• Ticketing.
• Helpdesk.
• Knowledge base.
• Call center.
• Proactive chat invites.
• Customization.
• Reporting.
• Integration.

Price

LiveAgent’s small business plan costs $9, and the enterprise plan costs $69.

13. TeamSupport

TeamSupport is a ticket management software for B2B businesses. It’s user-friendly and provides omnichannel communication support.

You can connect it with your website and social media accounts and use its chatbot to automate conversations.

For agents, you’ll receive monitoring and routing tools. Agents can contact each other and managers can oversee their activities.

Several add-ons are also available to extend the functionalities. For example, you can buy AI assistants to train new agents.

Core Features

• Ticketing system.
• Knowledge base.
• Omnichannel communication.
• AI bot.
• Agent management.
• Analytics and tracking.
• Surveys.
• Integrations.
• Add-ons.

Price

TeamSupport prices start at $29. You can book a demo.

14. HelpCrunch

HelpCrunch has both customer service and engagement tools.  You can build a solid customer care system and also run newsletters and promotional emails.

You can install HelpCrunch on your websites and mobile apps to collect basic information and requests. For detailed information, you can create a knowledge base and attach it to your live chat widget.

Your team will get a shared inbox to receive emails and chat messages. They can easily manage queries from their desktop and smartphone.

Core Features

• Multichannel communication.
• Chatbot and live chat.
• Knowledge base.
• Shared inbox.
• AI editor.
• Email marketing.
• Pop-ups.
• Automation.
• Integration.
• Mobile app.

Price

HelpCrunch charges $12 to $20 per user. The price may increase with the email volume.

You can take a free trial.

15. Front

Front has decent customer service tools. You can manage your email, SMS, and social media channels from the app and add a live chat widget on your website.

The starter plan covers basic collaboration workflows and third-party integrations. If you go for the premium package, you’ll receive AI chatbots and premium channel add-ons, like Google business messages and WhatsApp. The premium add-ons are ideal for distribution businesses.

For internal communication, you’ll get calendar and meeting scheduling options. You can attach booking times directly to the messages.

Core Features

• Omnichannel communication.
• Chatbot.
• Knowledge base.
• Shared inbox.
• AI editor.
• CRM.
• Team collaboration.
• Workflow automation.
• Analytics.
• Integrations.

Price

Front costs $29 to $79 per month. You can try it for free.

Conclusion

Customer service is an incredibly diverse field. It includes a wide range of functions and connects with multiple side departments.

To pick the best app for your business, look at its core capabilities. Most platforms offer omnichannel support, but some provide specific tools as well.

Find out what you need from the customer service software and compare multiple platforms to make your purchase decision. Good luck!