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!

Customer Support Software
Review
Best for
Chat bot/Live Chat
Shared inbox
Knowledge Base
Free trial
9.8
Businesses with multiple channels, remote agents and teams
9.6
Companies using multichannel, 24/7 support
9.5
Companies using multichannel for support
9.3
Startups, SMEs, agencies and enterprises looking for an easy to use, smart and scalable customer service solution.
9.2
Medium to large organizations that offer mainly customer support software, IT service desk, and a help desk for operations like HR, marketing and sales.
9
Start-ups, SMEs, large enterprises, government agencies, charities, education sector, e-commerce, hospitality, travel, marketing, telecommunications and entertainment
8.8
Large Enterprises, small businesses, service industry, life sciences, retail, education, telecom, ech services, real estate, agencies, Insurance Industry, non-profit organisations
8.5
Small, medium, and large-scale businesses.
8.4
Global companies that work with support across multiple geographies.
8.2
Online entrepreneurs, Course creator, Membership based businesses, Digital marketing agencies, E-commerce stores, Influencers, Small blogger, Niche website builders, Webinar organizer, Small niche blogger, Coaches and consultants.

 

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

  1. SLA management
  2. Canned responses
  3. Chatbot & help widget
  4. 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

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Zendesk

Zendesk is customer service software that offers an omnichannel platform to help businesses coordinate their full range of customer management processes.

Key Features

  1. Omnichannel ticket management and analytics
  2. Prebuilt conversation flow
  3. Outbound notifications
  4. 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

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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

  1. Live chat
  2. VoIP calling
  3. Customer database
  4. Customer engagement tools

Pros & Cons

  • Feature rich
  • Comprehensive ticketing
  • Includes Hubspot CRM
  • Easy to customise


  • Limits on users
  • Web App can be slow

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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

  1. Live chat
  2. Multilingual
  3. Email Integration
  4. 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

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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

  1. Single Sign-on options
  2. Third Party integrations
  3. Omni-channel
  4. Self-help solution
  5. 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

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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

  1. Fully Multi-lingual
  2. CRM integrations
  3. Omni channel support
  4. 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

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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

  1. Customizable platform
  2. Self-service for users
  3. Ticketing system
  4. 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.

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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

  1. Service analytics and reporting
  2. Personalization of conversation
  3. Automation of repetitive tasks
  4. 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.

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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

  1. Contextual guidance
  2. Customizable branding
  3. Drip campaigns
  4. Chat/messaging
  5. 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

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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

  1. Knowledge Base
  2. SSO/SAML
  3. HIPAA Compliance
  4. 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

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