Customer service software is a tool that companies collect, organize, and respond to customer requests. They may use it to manage internal communication channels and integrate with external communication tools. Companies usually adopt cloud-based and subscription-based customer service software to enable faster and more efficient customer support. To help you decide what tools to use, here are the top ten customer service software, along with their features and pricing.
1. Zendesk
Zendesk customer service software enables businesses to establish flawless customer experiences. It allows a seamless flow of communication across channels, resulting in improved productivity and satisfaction of stakeholders.
Key Features:
Ticket routing
Live chat software
Native integrations
Knowledge base
Application Programming Interface (API)
Tracking and reporting
Self-service portal
Community forums
Automation
Pricing:
Suite Team: $49 per user/month
Suite Growth: $79 per user/month
Suite Professional: $99 per user/month
Suite Enterprise: $150 per user/month
Free trial: 14 days
2. Sprout Social
Sprout Social is a platform that allows teams to deliver relevant customer support. Its sales, support, marketing, social media monitoring, and engagement features facilitate effective communication across all social networks.
Key Features:
Reporting and analytics
Automation
Tracking and reporting
Customer segmentation
Social media monitoring/management
Post scheduling
Pricing:
Standard: $89/per user/month
Professional: $149/per user/month
Advanced: $249/per user/month
Free Trial: 30 days
3. Hootsuite
Hootsuite helps teams connect with clients and schedule content in multiple social channels from a secure web-based dashboard. The Zendesk native integration enables Hootsuite to create, review, and update information from various social media channels. In addition, the Hootsuite and Zendesk tandem eliminates the silos between social and support departments.
Key Features:
Automation
Tracking and reporting
Customer segmentation
Social media monitoring/management
Post scheduling
Pricing:
Professional: $49 for one user/month
Team: $129 for three users/month
Business: $739 for five users/month
Free trial: 30 days
4. MailChimp
MailChimp helps businesses to create, send, and track email newsletters, event invitations, and registration forms. Teams can customize the emails with targeted customer segments combined with a customer support system like Zendesk Support. MailChimp can act as an all-in-one marketing platform for small businesses.
Key Features:
Tracking and reporting
Contact management
Landing page and email design tools
Automation
Social media monitoring
Live chat
Pricing:
Free: up to 2,000 contacts
Essentials: $11 per month
Standard: $17 per month
Premium: $299 per month
5. SurveyMonkey
SurveyMonkey is a customer service platform that provides businesses with templates for customer surveys to glean insight into product or feedback and customer satisfaction. With its extensive library of integrations, you can efficiently work this tool into your existing workflow.
Key Features:
Live results tracking
Polling
Tracking and reporting
Image/audio/video file support
Email distribution
Native integrations
API
Pricing:
Basic: Free
Individual Advantage: $32/month
Individual Standard: $99/month
Individual Premier: $119/month
Team Advantage: $25 per user/month
Team Premier: $75 per user/month
Team Enterprise: Contact the sales team for a quote
6. Slack
Slack helps internal customers to seek assistance from the HR or IT team from the same communication channel. With Slack’s AI-powered bot, employees can self-serve over Slack at scale. When integrated with customer service software, Slack also enables agents to communicate better with each other when addressing tickets for more streamlined collaboration and faster.
Key Features:
Live chat
Video conferencing
Messaging
Native integrations
API
Community forums
Surveys
Pricing:
Free plan available
Pro: $6.67 per person/month
Business+: $12.50 per person/month
Enterprise Grid: Contact the sales team for a quote
Free trial: 30 days
7. Boss Solution Suite
Boss Solutions Suite offers a fully functional ITIL-based help desk software and IT asset management package available on-premise or on the cloud. Their customers include the public, education, and healthcare institutions. Boss Solutions also provides asset, incident, and change management capabilities.
Key Features:
Ticket routing
Native integrations
Knowledge base
API
Tracking and reporting
Self-service portal
Automation
Pricing:
Essentials: $19 per user/month
Professional: $39 per user/month
Enterprise: $69 per user/month
Free trial: 14 days
8. Jira Service Desk
The Jira Service Management software empowers IT teams with a modern service desk. It has everything they need out-of-the-box, including ITIL-certified processes. Atlassian developed Jira to remove silos between developers, operations, and IT. Non-IT customer service professionals may feel that Jira’s features are excessive for their needs. If unsure, try JIRA’s 7-day free trial to give you a feel for the software.
Key Features:
Ticket routing
Live chat
Knowledge base
API
Tracking and reporting
Self-service portal
Automation
Pricing:
Free plan: free for up to three agents
Standard: $20 per agent/month
Premium: $45 per agent/month
Enterprise: contact sales for a quote
Free trial: 7 days
9. LiveAgent
LiveAgent is an excellent solution for smaller service teams using WordPress. Its extensive library of native integrations allows your team to seamlessly work it into their existing workflows. Likewise, it has native integration for several popular apps for support teams.
Key Features:
Ticket routing
Live chat software
Native integrations
Knowledge base
API
Tracking and reporting
Self-service portal
Community forums
Automation
Pricing:
Ticket: $15 per user/month
Ticket + chat: $29 per user/month
All-Inclusive: $49 per user/month
Free plan available but with limited capabilities.
10. Freshdesk
Freshdesk helps customer service teams organize collaboration and automation with its interactive interface and competitive pricing packages. Freskdesh offers all the essential features in their more expensive plans, such as team dashboards, social signals, ticket routing, and chatbots.
Key Features:
Ticket routing
Live chat software
Native integrations
Knowledge base
API
Tracking and reporting
Self-service portal
Community forums
Automation
Pricing:
Support Desk Plan: Free
Support Desk Growth: $15 per user/month
Support Desk Pro: $49 per user/month
Support Desk Enterprise: $79 per user/month
Omnichannel Growth: $29 per user/month
Omnichannel Pro: $59 per user/month
Omnichannel Enterprise: $99 per user/month
Free trial: 21 days
Conclusion
Figuring out what customer service software best serves you and your team can be daunting. It would help if you found a tool that meets your immediate needs and is flexible enough to cover future needs, all while staying within budget. Take your time to weigh your options and make a wise decision. The service you deliver to your customers is crucial regardless of which software you choose.