Your customers are the most important aspect of your business. Customer support software is the backbone of a great customer experience. Customer service software enables you to build better customer relationships. It is software is a set of tools used to collect, organize, respond to, and report on customer support requests in an efficient manner and keep them happy.
Let’s compare some of the best Customer Support software in market!
Freshdesk
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. It empowers businesses to monitor customer communication across email, phone, chat, social media and instant messaging whilst also improving agent productivity with smart automations, self-service experiences with chatbots and help centres.
Key Features
- SLA management
- Canned responses
- Chatbot & help widget
- Customer feedback collection
Pros & Cons
- Easy to set up and use
- Free plan supports an unlimited agents
- Omnichannel service
- In-app collaboration tools
- Limited customization
- Third-party integrations are available only with paid plans
Zendesk
Zendesk is customer service software that offers an omnichannel platform to help businesses coordinate their full range of customer management processes.
Key Features
- Omnichannel ticket management and analytics
- Prebuilt conversation flow
- Outbound notifications
- Group messaging
Pros & Cons
- AI-powered bots and analytics
- Built-in voice calling
- Free on-demand video courses
- Comprehensive ticketing
- 24/7 Support is available only on the paid plans
- Basic plan does not offer community forum and collaboration tools
Hubspot
HubSpot is best known for its CRM software, but it’s customer support solution is also worth your attention. Service Hub connects all your customer service data and channels in one platform, so you can easily support, retain, and grow your customer base.
Key Features
- Live chat
- VoIP calling
- Customer database
- Customer engagement tools
Pros & Cons
- Feature rich
- Comprehensive ticketing
- Includes Hubspot CRM
- Easy to customise
- Limits on users
- Web App can be slow
Wix Answers
Wix Answers is a smart and scalable helpdesk software aimed primarily at small to midsize businesses. This cloud based service is easy to set up and easy to use as Wix’s flagship website builder.
Key Features
- Live chat
- Multilingual
- Email Integration
- Content Localization
Pros & Cons
- Fast and easy call centre set up
- Powerful tools for building knowledge base
- Omnichannel service
- Multilingual support
- Lacks enterprise features
- Still an evolving system
Happyfox
Happyfox powerful and easy to use system that isn’t affordable but maybe worth it if you are looking for the high level of customisation and integration on offer.
Key Features
- Single Sign-on options
- Third Party integrations
- Omni-channel
- Self-help solution
- Top security
Pros & Cons
- Comprehensive ticketing
- Asset management functionality
- Easy to use
- Effective automation
- Extra cost for SMS and chat features
- No trial without demo
LiveAgent
LiveAgent is an online Customer Support solution for businesses of all sizes. The platform offers live chat, ticket management, self-service portals and license management – all the tools to keep your customers satisfied.
Key Features
- Fully Multi-lingual
- CRM integrations
- Omni channel support
- Proactive chat invitations
Pros & Cons
- Omnichannel service
- Advanced reporting and analytical tools
- Third party integrations
- Free plan gives access to most features
- Chat to SMS not included
- Expensive social media support
Zoho Desk
Zoho Desk is a cloud-based help desk solution from Zoho Corporation, that helps you put your customers at the heart of the company. It offers a robust omnichannel platform to delight and retain customers.
Key Features
- Customizable platform
- Self-service for users
- Ticketing system
- Case assignment feature
Pros & Cons
- Integration with other
- Zoho products
- Feature rich
- Highly customizable Excellent pricing
- Requires a lot of customisation to get started.
- AI features only on top tiers.
Salesforce
Salesforce Service Cloud is a customer service platform that provides companies with a call centre style overview enabling them to create and track in-coming cases or tickets and automatically assign priorities.
Key Features
- Service analytics and reporting
- Personalization of conversation
- Automation of repetitive tasks
- Customer helpdesk and community forums
Pros & Cons
- Easy customization
- Feature rich
- Integrates well with other Salesforce products
- Excellent tracking and reporting tools
- You have to pay extra for add-ons to enjoy the software fully.
- It may be too complex for small businesses.
Intercom
Intercom is the Customer Engagement software that acts as an open channel between customer and business. The company describes itself as a Conversational Relationship Platform that gives you the opportunity to create better customer relationships.
Key Features
- Contextual guidance
- Customizable branding
- Drip campaigns
- Chat/messaging
- Code-free development
Pros & Cons
- Platform and bot administration is easy to use
- The software easily integrates with your website or system
- Feature rich
- The knowledge base is quite diverse
- API can be confusing for people from non-coding background
- No phone support
Groove
Groove is an online help desk software solution envisioned for companies of all sizes. It is built on the foundation that customer support solution should be fast and powerful, yet simple and hassle-free so businesses can provide awesome support to their customers.
Key Features
- Knowledge Base
- SSO/SAML
- HIPAA Compliance
- Live Chat
Pros & Cons
- Easy automation
- Easy to use and manage
- Scalable
- Good reporting and analytical tools
- Can be confusing for people from non-coding background
- Not much customization available
