Customer service software is crucial to providing your customers with an exceptional customer service experience, which helps to facilitate business success.
According to Financeonline, “Customer service of the near future will move towards a direction where humans and computers work together to find solutions to customer issues.” As a result, using technology to improve customer service performance is a one way street.
However, figuring out what customer support tool best serves your organization can take time and effort.
You need to consider your current needs and find a tool that can handle them but is, also, flexible enough to scale as your business grows.
If you choose the wrong solution, the result will be dissatisfied customers and frustrated team members. Hence, it is vital to take time to consider your options so that you can make an informed decision.
If you are looking for a support platform to give new life to your contact center, we have compiled a list of 12 best Customer Service Software Platforms.
Let’s get started!
What is a customer service software platform?
Customer service software is a type of software that is programmed to help companies provide assistance to their customers. A typical package will include the following features
- Support ticketing systems
- Messaging & live chat
- Help Center
- Community forums
- Reporting & analytics
- Workflow Management
- Appointment Management
Good customer service and responding to customers queries fast help customers develop trust in a brand. And statistics show that 68% of consumers spent more on a brand they trust than on brands they use but do not trust.
Hence the importance of customer service software solutions to business success cannot be overlooked.
The benefits of a customer service software solution:
- Helps your team gather customer insights
- Allows you to manage, organize and respond to all customer service requests
- Facilitates efficient team collaboration
- Helps you understand changes in team productivity, support volume, type and size of customers, and much more
- Enables you to manage multiple teams of agents to support a large customer base without compromising quality of service using organizational features, automation, and third-party integrations.
12 best Customer Service Software Platforms for 2024
To help you quickly find the ideal tool for your team, we’ve compiled this list of the 12 best customer service software platforms for 2024.
Here we go!
1. Zendesk
Zendesk is easily one of the most comprehensive customer service software platforms on the market, used by over 169,000 businesses in 160+ countries, including big brands like Shopify, Uber, Slack, and Venmo.
The platform provides an all-in-one software package for customer service, sales, and CRM. It has a suite of tools that can be used to manage the entire support process.
Here’s a quick overview of its features, integrations, and pricing:
Features:
- Messaging & live chat
- Help Center
- Voice
- Community forums
- Reporting & analytics
- Answer Bot
- Customer service software
- Ticketing system software
- Live chat software
Integrations:
Zendesk integrates with over 300 apps and systems, including Google Play Reviews, Salesforce, Dialpad, JIRA, Assembled, Shopify, etc.
Pricing:
Starting at $19/agent per month.
Free trial:
A free trial is available for any Zendesk software or support suite. But if you need a custom solution, contact the Zendesk sales team.
2. Genesys Cloud CX
Genesys Cloud CX is a customer experience and contact center solution that works to create proactive, predictive, and hyper-personalized experiences for customers in all interactions.
Genesys provides scalable customer service software support in three product tiers.
However, Genesys is very AI-focused; hence it might not be the best fit for smaller businesses.
Features, integrations, and pricing for Genesys Cloud CX are as follows:
Features:
- Speech-enabled IVR
- Voicebots
- Chatbots
- Tracking and reporting
- Outbound scripting
- Detailed records search
- Knowledge base
- API
- Interaction analytics
Integrations:
Genesys integrates with apps and systems such as Google Workspace, Zendesk, Microsoft Azure, Jenkins, etc.
Pricing:
- Genesys Cloud CX 1: $75 per month
- Genesys Cloud CX 2: $110 per month
- Genesys Cloud CX 3: $150 per month
- Genesys DX: Contact sales for a quote
Free trial:
A 30-days – a 12-month free trial is available for Genesys CX. But you need to request your free trial, and their team will reach out to you.
3. ServiceNow
ServiceNow is a cloud computing platform helping companies manage digital workflows for enterprise operations through omnichannel communication, work order assignment, case management, etc.
The platform offers advanced features like AI-support ticketing systems to help boost productivity and customer service management.
Let’s take a closer look at the ServiceNow features, integrations, and price points.
Features:
- Collaboration Tools
- Third-Party Integrations
- Reporting & Statistics
- Workflow Management
- Task Management
- Agent Interface
- Alerts / Escalation
- Appointment Management
Integrations:
ServiceNow integrates hundreds of critical business systems and apps, including SightCall, Talkdesk, Webex, Sprinklr, 3CLogic, etc.
Pricing:
Contact ServiceNow for pricing details.
Free trial:
Not available.
4. Hubspot Service Hub
HubSpot Service Hub is the customer service solution of the Hubspot platform. It is designed to simplify managing customer queries and improve client engagement for businesses of all sizes.
Here’s a closer look at the features and prices for HubSpot Service Hub customer service software:
Features:
- Ticketing
- Live chat
- Chatbots
- Conversations inbox
- Reporting/Analytics
- API
- Third-Party Integrations
- Multi-Channel Communication
- Activity Dashboard
Integrations:
Hubspot Service Hub integrates with 1000+ apps, including BrightTALK Channels, Stitch, Wix, ClearVoice, WooCommerce, Zapier, etc.
Pricing:
Free plan available.
Paid plans start at $45/month.
Free trial:
Hubspot typically has a 14-day trial. However, concerning Hubspot Service Hub, they have a free forever plan.
5. Freshdesk
Freshdesk is an online cloud-based customer support software company offering intelligent solutions that help businesses deliver great customer service and stay productive.
An exciting benefit of becoming a Freshdesk user is that, through its Academy, you can offload some of the responsibility of training your agents on the system.
Here’s a quick view of the features, integrations, and pricing for Freshdesk:
Features:
- Ticketing
- Collaboration
- Omnichannel Helpdesk
- Automation
- Self Service
- Field Service Management
- Reporting & Analytics
- Customizations
- Secure Helpdesk
- Compare Helpdesk
Integrations:
Freshdesk integrations include Dropbox Business, Zoom Meetings, TeamViewer, Mailchimp, SurveyMonkey, etc.
Pricing:
Unlike other customer service software tools in the industry that come with steep pricing tiers and hidden costs, Freshdesk is priced reasonably.
Free- $0 (unlimited free agents)
Growth plan- $18/agent/month billed monthly or $15/agent/month billed yearly.
Pro- $59/agent/month billed monthly or $49/agent/month billed yearly
Enterprise- $95/agent/month billed monthly or $79/agent/month billed yearly
Free trial:
Freshdesk offers a 21-day free trial.
6. Salesforce Service Cloud
Salesforce Service Cloud is a cloud-based customer service and support platform that provides an integrated suite of applications for managing customer relationships.
The platform includes Salesforce Service Cloud Console, Cloud Lightning, and Salesforce Service Cloud Einstein.
Features:
- Customer Complaint Tracking
- Customer Database
- Customer Experience Management
- API
- Help Desk Management
- Lead Distribution
- Live Chat
- Real-Time Chat
- Support Ticket Management
- Third-Party Integrations
Integrations:
Salesforce Service Cloud integrations include InGenius, Quip, NICE CXone, Five9, Vonage Contact Center, etc.
Pricing:
Lightning Essentials- $25/user/month
Lightning Professional- $75/user/month
Lightning Enterprise- $150/user/month
Lightning Performance- $300/ user/month
All plans are billed annually.
Free trial:
Salesforce offers a 30-day free trial.
7. Talkdesk
Talkdesk is a highly recognized browser-based contact center solution helping businesses build stronger customer relationships globally.
With hundreds of customizable features, including automated workflows, live reporting, and more, Talkdesk makes for an ideal contact center solution for businesses of all sizes.
Let’s take a quick view of their features, integrations, and prices:
Features:
- Auto-Dialer
- Automated Routing
- Blended Call Center
- CRM
- Call Center Management
- Chat/Messaging
- API
- Customer Experience Management
- Multi-Channel Communication
Integrations:
Talkdesk integrates seamlessly with apps such as Groove, UserVoice, Zingtree, Scorebuddy, Nimble, OnePageCRM, Intercom, BigCommerce, etc.
Pricing:
Starting at $75/user per month.
Free trial:
Not available.
8. LeadDesk
LeadDesk is a cloud-based contact center software platform for inbound sales, outbound sales, and customer service.
Here’s a quick view of LeadDesk features, integrations, and prices:
Features:
- Auto-Dialer
- List Management
- Customizable Caller ID
- CRM
- Interaction Tracking
- Call Center Management
- LiveChat
- API
- Virtual Call Center
Integrations:
LeadDesk integrates with business apps like Giosg, Pipedrive, Plecto, Microsoft Power BI, and Zendesk Suite.
Pricing:
Instant- €89/license (from 2-5 licenses) billed monthly.
Essential- €99/license (starting from 5 licenses) billed monthly.
Advanced- €129/license (starting from 5 licenses) billed monthly.
Enterprise- Contact LeadDesk to request a quote.
Free trial:
30-days
9. Help Scout
Help Scout is a dedicated customer service platform built for growing teams to deliver top-notch customer service. When you sign up, you get access to an entire suite of tools such as shared inbox, knowledge base, and live chat software, all designed to help you create the best customer experience possible.
Here’s a closer look at Help Scout features and prices plans:
Features:
- Auto-Responders
- Customizable Branding
- Feedback Management
- Help Desk Management
- Interaction Tracking
- LiveChat
- Reporting/Analytics
- API
- Third-Party Integration
Integrations:
Help Scout integrates with over 90 business apps that help keep your business in sync — from CRM, Analytics, Marketing, and other support tools, including Wufoo, Capsule, Userlike, BriteVerify, Geckoboard, Aircall, etc.
Pricing:
Standard- $25 user/month, or $20 user/month billed annually.
Plus- $40 user/month, or $35 user/month billed annually.
Pro- Company: $60 user/month billed annually.
Free trial:
15-day trial
10. Zoho Desk
Zoho Desk is a cloud-based help desk solution offered by Zoho Corporation. It caters to businesses of all sizes. Zoho Desk collates interactions from various media (email, phone, chat, social media, a self-service portal, forums, and forms) and presents them in one place.
Integration with Zoho customer relationship management (CRM) facilitates feeding customer information into tickets logged in Zoho Desk, which enables service agents to know more about the customers.
Have a quick view of Zoho Desk features, integrations, and price plans:
Features:
- Support ticketing systems
- VoIP Connection
- Customizable Branding
- CRM
- Interaction Tracking
- Call Center Management
- LiveChat
- API
- inbound Call Center
- Customer Experience Management
Integrations:
Zoho Desk integrates with 550+ apps, including Zadarma, Google Analytics 360, Clearbit, Trello, Twitter, Twilio, etc.
Pricing:
Free – up to 3 users, forever!
Standard – $14/agent/month
Professional – $23/agent/month
Enterprise – $40/agent/month
Free trial:
15-days
11. Nice InContact
NICE CXone is a cloud-based customer experiences platform helping organizations of all sizes build extraordinary and trustworthy customer experiences that build deeper brand loyalty and lasting relationships.
Here is a view of their features and price:
Features:
- Support ticketing systems
- Workforce Optimization
- Customer surveys
- Live chat
- Native integrations
- Knowledge base
- API
- Customer Analytics,
- Omnichannel Routing
- Artificial Intelligence
Integrations:
NICE inContact integrates with business apps like SAP Customer Experience, Bullhorn ATS & CRM, Inbenta, NetSuite CRM, Oracle Service, Dynamics 365, livepro, etc.
Pricing:
Price starts from $100
Free trial:
60 days
12. Gladly
Gladly is a cloud-based customer service software solution used by various B2C companies across multiple industries, including eCommerce, travel, retail, insurance, hospitality, and travel.
Their customer service solution has a user-friendly interface that makes using it easy even if you are not a tech-savvy team.
Here’s a quick view of their features, integrations, and prices:
Features:
- Reporting/Analytics
- API
- Third-Party Integrations
- Chat/Messaging
- Customizable Branding
- Multi-Channel Communication
- Live Chat
- Alerts / Escalation
- Inbound Call Center
Integrations:
Gladly integrates with business apps like Adobe Commerce, Messenger, Delighted, Tethr, Stella Connect, Playvox, Klaviyo, Typeform, Asana, etc.
Pricing:
Support Hero- $150 per user/month. 10-seat minimum & annual contract
Task User- $38 per user/month
Free User- $0 per user/month
Free trial:
14-day
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