Customer support management software

The Freshdesk ticketing management system helps organize and prioritize tickets. There is omnichannel communication including live chat and social media. It also manages SLAs to stay on top of deadlines to resolve issues.

You can create your own ticket statuses for your custom workflows. There is also a chatbot with canned responses. Freshdesk is great at streamlining collaboration for support teams. You get knowledge bases, FAQs, and forums for self service.

Finally Freshdesk does customer satisfaction analytics. Freshdesk Sprout is a great free version. Website: Freshdesk. LiveAgent is a dedicated help desk software aiming to improve the customer experience.

It is a customer service solution that works across all channels. These include a front-line service desk and a ticketing system. Tickets can be shared, merged, and split. Agents can also talk with users over live chat or with social media.

There is also a call center to handle incoming calls. You can automate workflows based on things like SLA rules or time frames. LiveAgent also gathers data on customers and companies for richer contact profiles. There are email templates, canned responses for chatting, and predefined answers in FAQs. Website: LiveAgent. HelpDesk is all about making tickets easy.

Agents can create tickets directly from emails or web forms. Similar tickets can be grouped together for faster solutions. Agents can share tickets and add private notes to help one another. You can also create support agent groups to handle bigger issues together. HelpDesk makes it simple to automate tasks that are repetitive. You also get canned responses.

Analytics measures performance of support departments and helps improve efficiency. There is also a live chat tool for real time communication. Websit: HelpDesk. Zoho Desk is a part of the bigger Zoho set of SaaS. As a support solution, it is a full multi channel help desk. It works with email, live chat, social media, and telephones.

You can use it to create a branded customer self help portal. Zoho Desk has an AI tool called Zia. It does things like sentiment analysis and gives agents solution suggestions. There are collaboration features including a ticket organizer and shared CRM data. There are many automated workflows, like for ticket routing and SLAs. Website: Zoho Desk. HappyFox is a well-rounded customer service platform. It has a sophisticated ticketing system.

The total HappyFox package is divided into suites of tools. These suites are for help desk, live chatting, and chatbots. It also has features for workflow automations and business intelligence BI. The help desk streamlines ticketing and self service knowledge bases. Live chat makes real time support fast and easy. The chatbot is powered by AI. Workflows integrate with other apps like Salesforce, Zendesk, Jira, and Shopify. Finally, HappyFox has robust support analytics and reporting. Website: HappyFox.

HubSpot started inbound marketing and today has tools for many business needs. You get good service desk tools including live chatting and Facebook Messenger. There is help desk automation to take over the easy tasks. Janrain Qminder BLUE Inbenta Surfly Userpilot Appreviws Environmental Services. Events Services. Executive Office. Facilities Services. Financial Services. Fine Art. Food Production. Government Administration. Government Relations. Graphic Design.

Health, Wellness and Fitness. Higher Education. Human Resources. Import and Export. Industrial Automation. Information Services. Information Technology and Services.

International Affairs. International Trade and Development. Investment Banking. Investment Management. Law Enforcement. Law Practice. Legal Services. Legislative Office. Logistics and Supply Chain. Management Consulting. Market Research. Marketing and Advertising. Mechanical or Industrial Engineering.

Media Production. Medical Devices. Medical Practice. Mental Health Care. Motion Pictures and Film. Museums and Institutions. Non-Profit Organization Management. Online Media. You might be familiar with HubSpot as a marketing tool or resource. Their Service Hub brings all your customer service data and channels together in one place to assist your support team through automation and self-service.

However, there is a difference between flexible pricing and confusing pricing. Salesforce is best known as a sales CRM tool, but they also offer Service Cloud , a customer support platform. It can be a good option for teams that are looking to provide support over Slack — Service Cloud integrates natively with Slack. LiveAgent combines communication from email, calls, and social media into a unified dashboard, offering simple setup and integration with the rest of their platform and tools to help team productivity.

Teams can earn points and rewards for completing tasks, making customer support fun for your team. ServiceNow offers advanced features like AI-assisted ticket routing to help boost productivity.

Zoho is probably best known for their CRM tool, but they also make help desk software. Zoho Desk has a number of features like a shared inbox, phone integration, and chat. However, some of those features — like chat — are limited to the highest-cost plan.

Zoho Desk also boasts a strong selection of integrations to connect with the rest of your tech stack. For larger teams, there are team management features you can take advantage of, like time tracking. They even offer AI options for self-service, though that feature is also limited to the highest-cost plan.

So which customer service software is the best for your business needs? To answer that question, you should first start with another question. By answering that question, you give yourself some tools for selecting the right product or, more often, the right combination of products. Figuring out what customer service tool best serves you — and your team — can be a tricky task. You need to find a tool that meets your immediate needs and is flexible enough to cover future needs, all while staying within budget.

Though making a choice may seem a bit daunting, ending up with the wrong tool, dissatisfied customers, and frustrated team members is far worse. So take your time, be thoughtful, consider your options, and make the most informed decision you can.

After spending a few years working as a support agent, Jesse made the switch to writing full-time. He works as a Content Writer at Help Scout, hoping to help improve the agent and customer experience. Want to learn what Help Scout can do for you?

See for yourself with a free trial — we'll happily extend you if you need more time. What is customer service software? What are the benefits of using customer service software? Here are the key ways it enables those experiences: Give more responsive, more consistent support. Dedicated support software features like automated workflows , tagging , knowledge base integration , saved replies , and more help your team spend more time helping customers and less time fighting their tools.

Gather customer insights. Identify, collect, and organize all the helpful feedback, feature requests, bug reports, and use cases so they can be used to improve customer satisfaction.