Customer service for businesses often feels stressful, and chaotic, and leaves everyone with a major headache.
Many small businesses don’t prioritise their customer service today. It's clunky, inefficient, and leaves both customers and agents feeling frustrated.
Just like the internet transformed communication, there's also a transformation for customer service for businesses – customer service software.
This article dives into the 20 best customer service software options specifically designed for small businesses. Are you ready to transform your customer service?
The importance of customer service software for businesses.
Customer service software is essential for businesses because it helps them their customer support team deliver better support to customers. Here's how it works;
- It helps in managing customer interactions and tracks inquiries across various channels (email, phone, chat) in one place, preventing issues from slipping through the cracks.
- It automates tasks like sending acknowledgements and routing incoming customer messages to the right agent, saving time for both customers and staff.
- It equips agents with customer history and knowledge base articles to resolve issues faster and provide more personalized service.
- It provides metrics on response times, resolution rates, and agent performance, allowing businesses to identify areas for improvement needed in the support processes.
Software for customer service empowers businesses to streamline operations, provide personalized support, and boost customer satisfaction and customer loyalty.
Top 20 customer support software in 2024.
Simpu.
Simpu positions itself as a unified communication platform for businesses, offering a combination of features like shared inbox management, chatbots, live chat, email and SMS marketing tools to help manage their support operations.
The platform streamlines communication by bringing various channels (email, chat, SMS) and social media management platform into a unified inbox. Enhancing your customer service teams efficiency and simplifying customer interactions.
The chatbot feature automates repetitive customer service tasks and qualifies leads, freeing up agents for more complex inquiries.
Built-in SMS and email marketing tools are a plus for businesses wanting to engage with customers through text messaging. The software integrates with Shopify, Instagram, Jira, Zoom, Mambu, HubSpot and many more.
While Simpu offers a variety of features, it is suitable for businesses with highly complex customer service requirements that demand advanced functionalities like ticketing systems, in-depth reporting, or omnichannel support for social media and phone calls.
Simpu creates customer satisfaction surveys to gather critical customer feedback. It offers a 14-day free trial. The pricing structure is based on omnichannel inbox, marketing platforms and developer APIs. The omnichannel inbox starts at $54 for 3 users per month.
Inbox
Connect all your communication channels - email, SMS, Whatsapp, Instagram, Messenger, and Live Chat to one inbox.
Help Scout.
Help Scout is a user-friendly customer service software with a focus on shared inboxes and email ticketing, making it ideal for customer support teams looking for a simple and streamlined solution.
With a clean interface and intuitive design, Help Scout is easy for both customer service agents and customers to use, even for those new to help desk software.
A shared inbox feature helps ensure all customer inquiries are tracked and addressed collaboratively. Beyond email, Help Scout offers features like a knowledge base for self-service and live chat for real-time support.
Help Scout offers a more basic feature set. Businesses with complex needs may find it lacking in advanced functionalities. It has less customization compared to other options. This may limit its suitability for businesses with unique workflows.
Help Scout offers a free plan with limited features for one user. Paid plans start at $25 per user per month, with additional features and increased agent capacity unlocked in higher tiers.
Intercom.
Intercom is an all-in-one customer communication platform that combines an AI-powered chatbot, messenger-based ticketing, and automated workflows to deliver proactive and personalized customer support.
AI-powered features like chatbots and targeted messages allow businesses to anticipate customer needs and provide assistance before issues arise.
A conversational approach to ticketing streamlines communication and creates a more natural experience for customers.
Intercom's pricing can be higher compared to some competitors, especially for businesses needing support for a large number of users.
While user-friendly, Intercom's robust feature set may have a steeper learning curve compared to more basic customer service software.
Intercom offers a 14-day free trial with limited features. Paid plans start at $39 per user per month, with additional features and increased user capacity available in higher tiers.
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Freshdesk.
Freshdesk is an all-in-one customer service suite that provides a comprehensive solution for omnichannel support, automation, and self-service, at an affordable price point.
Freshdesk allows you to manage inquiries from various channels (email, chat, social media, phone) in a unified platform, streamlining communication for both agents and customers.
Offers built-in automation tools to streamline repetitive tasks, and includes a self-service portal that empowers customers to find answers to common questions on their own.
While Freshdesk offers customization options, it may be somewhat less flexible. With a rich feature set, Freshdesk has a slight learning curve for new users compared to very basic help desk software.
Freshdesk offers a free plan for a limited number of agents and tickets. Paid plans start at $18 per user per month, with additional features and increased agent capacity unlocked in higher tiers.
Zoho Desk.
Zoho Desk is a cloud-based customer service software that offers a solution with a comprehensive feature set, including ticketing, self-service, social media monitoring, and robust API access for customization.
It is equipped with tools for ticketing, self-service portal management, social media monitoring, and reporting, all in one place. Offers robust API access, allowing for in-depth customization to fit specific workflows.
The abundance of features makes the initial setup more time-consuming compared to simpler help desk software. While functional, the interface may appear dated to some users in comparison to more modern-looking software.
Zoho Desk offers a free plan with limitations on features and agents. Paid plans start at $14 per user per month, with a variety of tiers offering increased functionality and agent capacity.
Zendesk.
Zendesk is a highly scalable cloud-based customer service platform that offers a comprehensive omnichannel experience, allowing businesses to connect and provide support through various channels.
The software unifies customer interactions across multiple channels into a single platform, streamlining workflow. It caters to businesses of all sizes, offers extensive customization options, and provides robust reporting and analytics that give valuable insights into interactions, agent performance, and overall help desk effectiveness.
Zendesk can be expensive compared to some competitors, especially for businesses that need higher-tier plans with advanced features or a large number of agents. With a vast array of features, Zendesk has a steeper learning curve for new users compared to more basic customer service software.
Zendesk offers a free trial with limited features and functionality. Paid plans start at $19 per agent per month, with increased functionality, agent capacity, and storage unlocked in higher tiers.
Front.
Front is a shared inbox solution specifically designed for teams that prioritize email for customer support, offering a collaborative workspace to streamline communication and improve efficiency.
The software excels in centralizing and managing all customer email inquiries within a shared workspace. It has a clean and user-friendly interface that is easy for both customer service representatives and customers to navigate.
Compared to all-in-one customer service suites, Front offers a more focused feature set centred around email. Businesses with needs beyond email support may find it lacking.
Front offers a free trial. For smaller teams, paid plans start at $19 per user per month, with increased collaboration features and storage unlocked in higher tiers.
Aircall.
Aircall is a cloud-based phone system designed specifically to integrate with various customer service tools. It allows businesses to manage all their calls from a central location and leverage features offered by their existing customer service software.
Aircall integrates seamlessly with numerous customer service solutions, including Zendesk, Freshdesk, and Salesforce. It is known for its user-friendly interface and simple setup process, making it easy for teams to get started quickly.
As a cloud-based phone system, Aircall has a focus on call management and lacks some of the broader customer service features offered by all-in-one suites.
You'll likely need it to complement another solution. Aircall's pricing is based on the number of users and call volume, which can become expensive for businesses with high call traffic or a large number of agents.
Aircall offers a free trial. Paid plans start at €40 for a minimum of 3 licenses per month, with increased call minutes, integrations, and international calling features unlocked in higher tiers.
Talkdesk.
Talkdesk is a cloud-based call centre solution with a strong focus on artificial intelligence (AI). It offers features like AI-powered routing, automated workflows, and real-time coaching to empower agents and improve customer service experiences.
Talkdesk leverages AI to automate tasks, improve routing efficiency, and provide real-time guidance to agents, boosting productivity and overall customer satisfaction.
It caters to multichannel customer interactions, allowing you to manage calls, chats, emails, and social media inquiries within a unified platform.
AI features and robust functionality require more investment in learning and setup compared to simpler call centre solutions. Talkdesk customizes plans based on individual business needs and features required, plans start at $85 per user per month.
Hiver.
Hiver positions itself as the world's first Gmail-based helpdesk solution. It allows teams to manage shared inboxes and collaborate on customer service inquiries directly within the familiar Gmail interface.
It offers a user-friendly experience for a customer service team already comfortable using Gmail for communication.
Shared inboxes and collaborative features help streamline communication between agents and ensure all interactions are tracked and addressed efficiently.
Customization options are limited compared to more robust customer support platforms. Hiver has a free trial, plans start at $19 per user per month.
Tidio.
Tidio is a live chat and chatbot solution that allows businesses to connect with website visitors and customers in real time, promote self-service through a knowledge base, and manage basic ticketing.
The software offers a generous free plan with core live chat features, making it accessible for businesses on a tight budget. It has a user-friendly interface that's easy for both customer service representatives and customers to navigate.
Compared to more comprehensive customer service platforms, Tidio offers a more limited feature set. It may not be ideal for large organizations with high chat volumes or complex customer service needs.
Tidio offers a free plan with basic live chat features. Paid plans start at $29 per month, with increased features like chatbots, ticketing, email integration, and additional agent seats unlocked in higher tiers.
BoldDesk.
Bolddesk is a cloud-based customer service tool designed for small and medium-sized businesses. It offers a user-friendly interface, essential ticketing functionalities, and built-in features like knowledge base management and reporting.
With a clean interface and intuitive design, Bolddesk is easy for both customer service agents and customers to use.
It covers the core functionalities needed for managing customer support requests, including ticketing, knowledge base creation, and reporting.
Compared to more advanced customer service software, Bolddesk offers a more limited feature set. Businesses with complex needs may find it lacking in functionalities like advanced reporting capabilities.
While suitable for small and medium teams, Bolddesk's scalability for large organizations may be limited.
Bolddesk offers a free trial. Paid plans start at $10 per user per month, with increased features like agent seats, storage capacity, and SLA management unlocked in higher tiers.
Salesforce.
Salesforce Service Cloud is a customer service solution built on the Salesforce platform. It offers omnichannel support, powerful automation tools, and seamless integration with other Salesforce products for a unified customer experience.
It automates repetitive tasks, intelligently routes inquiries, and provides real-time agent guidance, boosting efficiency and improving service.
Businesses can easily integrate Service Cloud with Salesforce Sales and Marketing Cloud for a unified view of the customer journey across all touchpoints.
With a vast array of features and functionalities, Service Cloud has a steeper learning curve compared to more basic customer service software.
Salesforce Service Cloud can be expensive, especially for businesses needing higher tiers with advanced features or a large number of agents. Paid plans start at $25 per user per month.
LiveAgent.
LiveAgent is a platform offering a comprehensive suite of customer service tools, including ticketing, live chat, social media management, and a built-in knowledge base, at a competitive price point.
The software offers a wide range of features out of the box, covering most customer service needs, including ticketing, live chat, social media integration, and a built-in knowledge base.
LiveAgent provides native mobile apps for both agents and customers, allowing for on-the-go customer support and increased accessibility.
With a vast array of features, LiveAgent has a slight learning curve for new users compared to very basic help desk software.
LiveAgent offers a free plan with limited features for one agent. Paid plans start at $15 per agent per month, with increased features, agent capacity, and storage unlocked in higher tiers.
Kustomer.
Kustomer is an AI-powered customer service customer relationship management platform that provides a unified experience for managing all interactions across channels.
It offers features like agent collaboration tools, AI-powered automation, and machine learning for personalized customer service.
The software leverages AI to automate tasks, suggest next-best actions, and personalize customer experiences, improving efficiency and customer satisfaction.
It offers built-in collaboration tools like internal notes and shared contexts, facilitating teamwork and ensuring seamless communication between agents.
Kustomer's pricing is higher compared to some competitor solutions, especially for businesses needing advanced features or a large number of agents. The AI-powered customer support software starts at $39 per user.
ServiceNow.
ServiceNow customer service management software is a cloud-based solution designed to unify all aspects of customer service within a single platform.
It offers powerful workflow automation, integrations with existing enterprise tools, and omnichannel support to deliver a seamless customer experience.
It integrates with other ServiceNow modules (IT Service Management, HR Service Management), providing a unified view of the customer journey across all departments.
ServiceNow has powerful automation capabilities that can streamline repetitive tasks, improve agent efficiency, and ensure consistent service delivery.
ServiceNow is expensive, especially for businesses needing complex customizations or a large number of support agents.
While most customer service software solutions offer some self-service capabilities, ServiceNow is not as robust in self-service features compared to some competitor platforms.
LiveChat.
LiveChat is a user-friendly live chat and customer service designed to boost customer engagement and sales.
It offers features like chat routing, canned responses, and a built-in ticketing system to streamline communication and improve customer satisfaction.
LiveChat boasts a user-friendly interface that's easy for both customer service representatives and customers to use, even for those new to live chat software.
It offers features useful for sales and a customer service team, allowing you to nurture leads and convert them into paying customers.
Compared to all-in-one customer service suites, it offers a more focused feature set centred around live chat and ticketing. LiveChat offers a free trial.
Paid plans start at $20 per person per month, with increased features like chat routing, ticketing, reporting, and integrations unlocked in higher tiers.
Olark.
Olark is a cloud-based live chat solution designed for simplicity and ease of use. It focuses on core live chat functionalities like real-time chat, chat transcripts, and visitor tracking to facilitate efficient communication.
Olark offers a clean interface that's easy for both customer service representatives and customers to navigate. The software excels in providing the essential functionalities needed for live chat communication.
Olark provides features to track website visitor behaviour and target them with proactive chat invitations, potentially increasing conversions and sales.
While suitable for smaller and medium-sized businesses, Olark's scalability for very large organizations with high chat volumes may be a consideration. Olark offers a two-week free trial.
Paid plans start at $29 per user per month, with increased features like chat transcripts, offline messaging, and integrations unlocked in higher tiers.
Help Crunch.
HelpCrunch is a multichannel customer communication platform offering a combination of live chat, email marketing, ticketing, and a knowledge base.
It's well-suited for businesses seeking an affordable solution to manage customer interactions across various channels.
It allows you to manage customer inquiries from various sources in a unified platform, streamlining workflows and improving agent efficiency.
HelpCrunch boasts a user-friendly interface that's easy for both customer service representatives and customers to use.
Customization options are somewhat limited compared to higher-end customer service software platforms. HelpCrunch offers a free trial with limited features for one user.
Paid plans start at $12 per user per month, with increased features like chat transcripts, email marketing capabilities, and increased agent capacity unlocked in higher tiers.
HubSpot Service Hub.
HubSpot Service Hub is a cloud-based customer service platform designed to centralize and streamline all customer relationships.
It offers features like ticketing, live chat, a knowledge base, and automation tools, and integrates seamlessly with other HubSpot products for a unified customer experience management approach.
The customer service software consolidates various customer service functionalities (ticketing, chat, knowledge base) into a single platform, reducing complexity and improving agent efficiency.
It offers built-in automation tools to streamline repetitive tasks, improve agent productivity, and deliver faster customer service.
For businesses already using HubSpot for marketing or sales, Service Hub integrates seamlessly with other HubSpot products, providing a unified view of the customer journey across all touchpoints.
While comprehensive, Service Hub may not be ideal for businesses with exceptionally complex customer service requirements that demand highly specialized features. HubSpot Service Hub's pricing may be costlier than some competitor options for businesses needing basic functionalities.
HubSpot Service Hub offers a free tier with limited features. Paid plans start at $20 per user per month, with increased features like automation tools, reporting capabilities, and integrations unlocked in higher tiers.
Choosing the right software for customer service.
Choosing the right customer service software can greatly impact your business's ability to support customers effectively and efficiently.
Live chat.
The live chat feature allows you to have real-time conversations with website visitors and customers directly on your website. It's a great way to improve customer service, boost sales, and increase website engagement.
Here are some of the key benefits of using live chat:
- Live chat lets you address inquiries quickly and efficiently, leading to happier customers.
- By proactively engaging with website visitors, you can convert them into leads and paying customers.
- Live chat can help you resolve customer issues faster and deflect simple inquiries, reducing the need for expensive phone support.
- You can learn about customer behaviour and needs by analyzing chat transcripts.
Self-service options.
Self-service options empower customers to find answers and resolve issues independently, reducing reliance on customer support software. Here's a breakdown of some popular self-service options and their benefits:
Frequently asked questions (FAQs)
Provides a list of anticipated customer questions with clear and concise answers. It is easy to implement, reduces repetitive inquiries for support agents, readily searchable for customers.
Knowledge base
A comprehensive collection of articles, tutorials, and other resources addressing customer pain points and questions. It offers in-depth information beyond FAQs, can be organized by category or topic for easy navigation, and allows for rich content like videos or images
Chatbots
AI-powered virtual assistants that can answer common questions, troubleshoot customer issues, and guide customers through self-service processes. Available 24/7, deflects simple inquiries from agents and personalizes interactions with basic information gathering.
Self-service portals
Secure platforms where customers can access account information, manage subscriptions, track orders, and even submit customer support tickets. It empowers customers with account control, reduces agent workload on basic tasks, and streamlines account management processes.
How-to videos and tutorials
Visual guides demonstrating product usage, troubleshooting steps, or task completion processes. It is an engaging and easy-to-understand format, caters to visual learners, and complements text-based resources.
Community forums
Online spaces where customers can connect, share knowledge, and answer each other's questions. It builds a sense of community, leverages customer expertise, and reduces agent workload on common issues.
Help desk capabilities.
The customer support software is a tool designed to streamline communication, organize customer requests, and improve agent productivity. It acts as a central hub for managing all customer interactions, typically through a ticketing system.
The core functionalities include:
- Ticketing system: Creates, assigns, tracks, and manages customer support requests.
- Knowledge base management: Allows building and maintaining a self-service knowledge base with articles, FAQs, and troubleshooting guides.
- Automation: Automates repetitive tasks like sending follow-up emails or routing tickets based on keywords.
- Reporting and analytics: Provide insights into agent performance, customer satisfaction, and support trends.
Simpu offers a comprehensive solution with a wide range of features and scalability for large businesses.
It is a user-friendly and affordable option suitable for small and medium-sized businesses. The platform lets you easily sync and curate customer data and automate business processes.
What are your needs?
Evaluate your business's customer service needs. Consider the volume and types of customer inquiries, channels used (phone, email, chat, social media), and any specific requirements such as multilingual support or integration with existing systems.
Can you integrate it with your existing tools?
Ensure the software integrates with your existing systems, such as customer relationship management or e-commerce platforms. Seamless integration improves efficiency and provides a holistic view of customer service data.
Is it easy to scale?
Look for a customer service software provider that can grow with your business. As your customer base expands, you need a solution that can handle increased volume and complexity. The software should be user-friendly for both your customer service team and customers.
Can you customize it?
Look for software that allows customization to fit your brand and workflows. This includes customizing communication templates, ticket categorization, and reporting.
Is it cost friendly?
Consider your budget and the software's pricing model. Look at the total cost of ownership, including subscription fees, setup costs, and potential training expenses.
Do you invest in training your customer support team?
A reliable support from the vendor can help resolve issues quickly and ensure smooth implementation. Reading reviews and testimonials from other businesses using the software. This can give you insight into the software's strengths and weaknesses and how well it works in practice.
Once you understand these factors, you can narrow down your options and choose the software that best aligns with your business needs and goals.
What are the benefits of using a customer service platform?
Customer service platforms offer a range of advantages that can significantly improve your customer relationships, agent productivity, and overall business efficiency. Here are some of the key benefits:
Improved customer experience.
Customer service platforms allow you to manage all interactions (email, chat, social media, phone) from a single platform.
This eliminates the need for customers to repeat information across different channels, leading to a smoother and more efficient experience.
Ticketing systems, automation tools, and knowledge base integration within customer service platforms help agents resolve inquiries faster. Customers get their issues addressed quicker, boosting customer satisfaction.
They also offer support across various channels (email, chat, phone, social media) that customers prefer, increasing accessibility and convenience.
Enhanced agent productivity.
Features like ticketing, automation, and collaboration tools organize workflows, reduce repetitive tasks, and help agents prioritize issues, freeing up time to focus on complex inquiries.
A readily available knowledge base within the platform allows agents to quickly access answers to common questions, reducing the need for lengthy searches and improving response times.
Reporting and analytics features provide insights into agent performance and areas for improvement, allowing for better training and resource allocation.
Increased transparency.
Customer service platforms can track and record all interactions, providing a clear history of each customer's support journey. This transparency can improve accountability and facilitate better follow-up and issue resolution.
Overall, using a customer service platform can significantly enhance your customer service operations. It can lead to happier customers, more productive agents, and a competitive advantage in the marketplace.
Why use customer service software solutions in your business?
For businesses, finding the right customer service software can be a game-changer. It's not just about ticking features off a list; it's about utilizing a powerful toolkit that streamlines workflows, empowers agents, and ultimately delights customers.
The right software can transform your customer service from reactive to proactive. It can centralize communication, automate repetitive tasks, and equip agents with the knowledge they need to resolve issues efficiently.
This translates to happier customers who are more likely to return and recommend your business.
Inbox
Connect all your communication channels - email, SMS, Whatsapp, Instagram, Messenger, and Live Chat to one inbox.
