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15 Best Customer Service Software Platforms in 2024

Last Updated : 17 Jan, 2024
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It is said that customers are like gods for any business, as they have the power to make or break it. However, with the increasing number of customers, manual management has become challenging. To address this issue, various software platforms have emerged.

The best customer service software platforms aid in resolving customer queries, handling their questions more effectively, and ultimately ensuring every customer leaves with a smile.

Best Customer Service Software Platforms

Whether you run a big multinational company or a small one, these software tools are dependable. In this list, we’ve compiled the 15 best customer service software platforms in 2024 to help you excel in the customer service game.

15 Best Customer Service Software Platforms in 2024

1. Zendesk

Zendesk

Zendesk stands out as one of the most popular and best customer service software platforms. It tailors its offerings to companies of various sizes, providing different experiences based on business scale. Primarily designed as a help desk system, Zendesk is adaptable and can scale with your business growth.

Pricing:

There are four plans offered by the team of Zendesk, such as:

  • Suite Team (US$ 55)
  • Suite Growth (US$ 89)
  • Suite Professional (US$ 115)
  • Suite Enterprise (customizable)

Note: Each plan allows listing up to 5 agents, and the tools and services vary based on the chosen plan.

Key Features:

  • Provides seamless customer support through their efficient ticket tracking system.
  • Offers personalized experience through customer dashboard and integrations.
  • The service level agreements feature is also available like receiving notifications when tickets approach or a breach on certain account levels.

Pros

Cons

Reporting on both support and sales is extremely helpful.

Zendesk is super expensive for individuals or sole proprietors.

The customer dashboard is accurate and helpful for users to satisfy their customer needs.

Many users find the integrations are robust.

The ticket tracking feature makes it really efficient to manage tickets.

Ticket sorting becomes complex while collaborating with others or sharing tickets out.

With too many features, shifting through functions sometimes becomes frustrating and complex.

2. Freshdesk

Freshdesk

Similar to Zendesk, Freshdesk is a cloud-based software application designed to assist users in managing customer concerns for businesses of any size. It aggregates tickets from various sources and automatically converts customer emails, Twitter mentions, and comments into support tickets.

The feature of Freshdesk that makes it one of the best customer service software platforms is that it collects tickets across various platforms and channels.

Pricing: You can choose any of the plans according to your business needs.

  • Sprout (Free)
  • Blossom ($24)
  • Garden ($49)
  • Estate ($69)
  • Forest ($145)

Key Features:

  • Freshdesk’s messaging feature allows you to connect with customers through existing messaging apps.
  • Creates chatbots to provide resolutions for the more common and repetitive concerns.
  • One-on-one conversations through Freshdesk contact center.

Pros

Cons

Incoming concerns from different channels are unified through one portal.

Lack of tools for executing video calls.

Ticketing system is specifically built for team collaborations.

Customizing reports can be a time-consuming process.

Addresses ticket prioritization, which ticket needs urgent notice.

3. Salesforce Service Cloud

Salesforce Service Cloud

Salesforce Service Cloud is a robust solution for all customer related concerns of any business from anywhere. It offers a unique self-service option where customers can resolve simple issues through guided processes. It provides a a single workspace, and access to knowledge articles for agent improvement.

Pricing:

  • Essentials ($25)
  • Professional ($75)
  • Enterprise ($150)
  • Unlimited ($300)

Key Features:

  • Customers can interact with intelligent chatbots to solve simple queries and later transfer them off to an agent.
  • Using AI, it delivers the customer issue to the right agent from any channel.
  • It operates on a single workspace.
  • Access to knowledge articles for agents to upgrade themselves.

Pros

Cons

Offers a comprehensive view of each customer’s history and interactions through the 360-Degree Customer View feature.

Extensive array of features can be confusing for new users.

Robust omni channel support enables communications among multiple channels.

Pricing is expensive for smaller businesses.

Leverages automation and artificial intelligence for streamlined service processes.

Scales to the needs of businesses of all sizes.

4. HubSpot Service Hub

HubSpot Service Hub

HubSpot Service Hub is one of the best customer service software platforms that caters to businesses of all sizes. It aims to make customer service management more straightforward, ensuring that customers’ concerns are efficiently addressed.

Pricing: HubSpot Service Hub offers different plans to suit various business needs:

  • Free
  • Starter ($45/month)
  • Professional ($360/month)
  • Enterprise ($1,200/month)

Key Features:

  • Effectively manages customer inquiries through a centralized ticketing system.
  • Enables the creation of a comprehensive knowledge base to address common queries.
  • Facilitates real-time communication with customers through integrated live chat.
  • Gathers and analyzes customer feedback to drive continuous improvement.

Pros

Cons

Integrates customer interactions from various channels into a centralized hub.

Some users may find a learning curve associated with the extensive features.

Offers powerful automation tools to enhance efficiency in customer service processes.

The pricing structure may be perceived as relatively higher for smaller businesses with limited budgets.

Suited for businesses of all sizes, with scalable plans catering to different requirements.

5. LiveAgent

LiveAgent

LiveAgent is one of the best customer service software platforms, designed to streamline communication and issue resolution. It is known for its user-friendly interface and comprehensive features, making it suitable for businesses of all sizes. It facilitates real-time communication with customers.

Pricing: LiveAgent offers transparent pricing plans to cater to different business needs:

  • Ticket ($15/agent/month)
  • Ticket+Chat ($29/agent/month)
  • All-Inclusive ($39/agent/month)

Key Features:

  • Unified ticketing system helps in query management efficiently.
  • Live chat function for real-time customer interaction.
  • Social media integration addresses concerns from various channels.

Pros

Cons

User-friendly interface helps agents to use the platform easily.

Some users find the learning curve for advanced features challenging.

Robust ticketing system makes query resolution organized.

Limited customization options in lower-tier plans.

Affordable pricing plans for businesses with varying budgets.

6. Help Scout

Help Scout

Help Scout is a customer service platform that focuses on simplicity and collaboration. It’s designed to facilitate smooth communication within teams and provide a personalized experience for customers. It offers shared inboxes, knowledge base management, and automation tools to enhance customer service efficiency.

Pricing: Help Scout offers straightforward pricing plans:

  • Standard ($20/agent/month)
  • Plus ($35/agent/month)
  • Company (custom pricing)

Key Features:

  • For collaborative issue resolution, it offers the shared inbox feature.
  • Knowledge base for self-service support.
  • The entire system is automated so that the workflow runs smoothly for both agents and customers.

Pros

Cons

You can easily navigate through the intuitive interface.

Limited advanced automation in lower-tier plans.

Collaboration features enhance team efficiency.

Some users may find the pricing slightly higher compared to similar platforms.

Workflows are customizable for personalized task management.

7. Zoho Desk

Zoho Desk

Zoho Desk is one of the best customer service software platforms that provides tools for efficient issue resolution and customer engagement. It caters to businesses of all sizes, offering a range of features for effective support. Zoho Desk includes features such as ticketing, knowledge base management, and automation to streamline support processes.

Pricing: Zoho Desk has flexible pricing plans to accommodate different business requirements:

  • Free
  • Standard ($14/agent/month)
  • Professional ($23/agent/month)
  • Enterprise ($40/agent/month)

Key Features:

  • Multichannel support for diverse communication.
  • AI-powered automations for streamlined processes.
  • Customer self-service portal for issue resolution.

Pros

Cons

Affordable pricing plans with a free option.

Limited advanced features in the free plan.

AI-driven features enhance efficiency.

Some users may find the interface overwhelming initially.

Customizable to suit various business needs.

8. Intercom

Intercom

Intercom is a customer messaging platform that focuses on personalized communication to enhance customer relationships. It combines live chat, email, and automation for effective customer engagement. Intercom is one of the best customer service software platforms as it focuses on proactive communication to build stronger relationships with customers.

Pricing: Intercom offers flexible pricing plans you can choose from:

  • Start (custom pricing)
  • Grow (custom pricing)
  • Accelerate (custom pricing)

Key Features:

  • Live chat is available for real-time customer interaction.
  • For personalized communication targeted messaging is also there.
  • Automation has been integrated for smooth transaction of communications.

Pros

Cons

Personalized messaging enhances customer relationships.

Custom pricing may be less transparent for some users.

Integrates live chat and email for seamless communication.

Advanced features may require a learning curve.

Customizable automation for efficiency.

9. Kayako

Kayako

Kayako is a customer service platform that focuses on omnichannel support to provide a unified customer experience. It combines email, chat, and social media for efficient issue resolution. Kayako as one of the best customer service software platforms aims to help businesses manage customer interactions efficiently across various channels.

Pricing: Kayako offers transparent pricing plans:

  • Inbox ($15/agent/month)
  • Growth ($30/agent/month)
  • Scale ($60/agent/month)

Key Features:

  • Unified inbox for centralized communication.
  • Customer self-service portal for issue resolution.
  • Automation for efficient task management.

Pros

Cons

Omnichannel support enhances customer experience.

Some users may find the interface less modern compared to competitors.

Affordable pricing plans cater to various budgets.

Advanced features may require training.

Comprehensive features for efficient issue resolution.

10. HappyFox

HappyFox

HappyFox is a customer service platform designed for efficient ticketing and issue tracking. It caters to businesses of all sizes, offering features for streamlined communication and task management. HappyFox’s intuitive interface and robust features contribute to efficient issue resolution and improved customer satisfaction making it one of the best customer service software platforms.

Pricing: HappyFox provides transparent pricing plans:

  • Mighty ($29/agent/month)
  • Fantastic ($49/agent/month)
  • Enterprise (custom pricing)

Key Features:

  • Ticketing system for organized issue resolution.
  • Knowledge base for self-service support.
  • Automation for efficient task management.

Pros

Cons

User-friendly interface for easy navigation.

Advanced features may require training.

Affordable pricing plans with customization options.

Custom pricing for the Enterprise plan may be less transparent.

Ticketing system enhances task organization.

11. Jira Service Management

Jira Service Management

Jira Service Management is a customer service platform that integrates with the popular Jira project management tool. It is known for its robust features and seamless collaboration between support and development teams. With its focus on ITIL best practices, Jira Service Management is rapidly becoming one of the best customer service software platforms as it enhances collaboration and ensures quick resolution of IT-related issues.

Pricing: Jira Service Management offers flexible pricing plans:

  • Free
  • Standard ($20/agent/month)
  • Premium ($40/agent/month)
  • Enterprise (custom pricing)

Key Features:

  • Integration with Jira for efficient issue tracking.
  • Self-service portal for customers to find solutions.
  • Automation for streamlined task management.

Pros

Cons

Seamless integration with Jira for efficient collaboration.

Learning curve for new users, especially those unfamiliar with Jira.

Robust features for comprehensive issue resolution.

Custom pricing for the Enterprise plan may be less transparent.

Customizable automation for personalized task management.

12. TeamSupport

TeamSupport

TeamSupport is one of the best customer service software platforms that focuses on collaborative support for B2B businesses. It provides tools for efficient communication and issue resolution within teams. It helps to enhance the communication among the team and streamline issues. It provides tools for ticketing, collaboration, and customer self-service.

Pricing: TeamSupport offers transparent pricing plans:

  • Free
  • Enterprise (custom pricing)

Key Features:

  • Collaborative ticketing system for team efficiency.
  • Knowledge base for self-service support.
  • Customer insights for a comprehensive view of interactions.

Pros

Cons

Collaborative features enhance team efficiency.

Custom pricing may be less transparent for some users.

Customizable for B2B businesses with unique needs.

Limited plan options compared to other platforms.

Comprehensive customer insights for personalized support.

13. Groove

Groove

Groove is a customer service platform designed for small to medium-sized businesses. It focuses on simplicity and collaboration to provide effective communication and issue resolution. As one of the best customer service software platforms, it has made customer service automation simplified through features like ticketing, automation, and knowledge base.

Pricing: Groove offers straightforward pricing plans:

  • Starter ($15/agent/month)
  • Plus ($25/agent/month)
  • Pro ($35/agent/month)

Key Features:

  • Shared inbox for collaborative communication.
  • Knowledge base for self-service support.
  • Automation for efficient task management.

Pros

Cons

Affordable pricing plans suitable for small to medium-sized businesses.

Some users may find the customization options limited.

User-friendly interface for easy navigation.

Advanced automation features may be lacking for some users.

Comprehensive features for streamlined issue resolution.

14. Desk.com

Desk.com

Desk.com, now part of Salesforce, is a customer service platform designed for small businesses. It offers features for efficient issue resolution and collaboration within teams. Now, it integrates well with all the Salesforce products. For small to medium sized businesses, Desk.com is one of the best customer service software platforms.

Pricing: Desk.com offers transparent pricing plans:

  • Standard (custom pricing)
  • Business (custom pricing)
  • Performance (custom pricing)

Key Features:

  • Unified ticketing system for organized issue resolution.
  • Collaborative workspace for efficient team communication.
  • Customer self-service portal for quick problem-solving.

Pros

Cons

Seamless integration with Salesforce for enhanced capabilities.

Custom pricing may be less transparent for some users.

Customizable features to suit specific business needs.

Limited advanced features compared to other platforms.

User-friendly interface for ease of navigation.

15. Front

Front is a collaborative customer service platform designed for efficient communication and issue resolution within teams. It integrates various social media platforms and also email, chat, etc. into one place. With features like shared inboxes and automation, it enhances team collaboration putting it on this list as one of the best customer service software platforms.

Pricing: Front offers transparent pricing plans:

  • Basic ($19/agent/month)
  • Plus ($34/agent/month)
  • Pro ($49/agent/month)

Key Features:

  • Shared inbox for collaborative communication.
  • Automation is used to streamline task management.
  • Integration with various communication channels is available.

Pros

Cons

User-friendly interface for easy collaboration.

Users may require training for availing advanced features.

Integration with multiple communication channels.

Some users may find the learning curve for automation tools challenging.

Affordable pricing plans for small to medium-sized businesses.

Conclusion

Whether you opt for Zendesk, Freshdesk, Salesforce Service Cloud, LiveAgent, Help Scout, Zoho Desk, Intercom, Kayako, HappyFox, Jira Service Management, TeamSupport, Groove, Desk.com, or Front, each platform aims to enhance customer support processes and improve overall customer satisfaction.

Remember, the key to successful customer service is choosing a platform that aligns with your business goals and customer service strategy. Evaluate the features, pricing, and user-friendliness of each platform to make an informed decision on any of the best customer service software platforms that will contribute to the growth and success of your business.

15 Best Customer Service Software Platforms in 2024 – FAQs

Q1: What factors should I consider when choosing best customer service software platforms?

Answer:

Consider factors such as your business size, specific needs, budget constraints, and the level of customization required.

Q2: Are these customer service software platforms suitable for small businesses?

Answer:

Yes, many of the best are best listed platform that offer pricing plans and features tailored for small businesses.

Q3: How can customer service software improve overall customer satisfaction?

Answer:

The best customer service software platforms streamlines issue resolution, provides efficient communication channels, and enhances collaboration within teams.

Q4: Is there a free option available among these customer service software platforms?

Answer:

Yes, some platforms, such as Zoho Desk and Jira Service Management, offer free plans. Evaluate the features and limitations of each free option to determine the best fit for your business.

Q5: Can I customize these platforms to suit my business needs?

Answer:

Many of the platforms listed, such as Zendesk, Zoho Desk, and Salesforce Service Cloud, offer customization options.



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