Best Customer Service Software
Buyer's Guide
“Customer is king,” right? Well, if you’ve seen Game of Thrones, you know what happens if an emperor gets mad. You wouldn’t want that, would you? Lucky for you, unlike Jon Snow, you have a weapon at hand that can help you avoid this situation: customer service software!
Customers are the heart and soul of any business. And as a company, the responsibility to deliver a positive customer experience and maintain high satisfaction levels rests on you. Providing exceptional customer service is one such (and the most vital) way to ensure that. Customer service solutions help you do just that and more!
However, with the abundance of platforms on the market, singling out the ideal customer service solution can be a time-consuming endeavor (almost as long as it took for White Walkers to reach North!) This buyer’s guide will help you fast-track the process and aid you in your software selection journey. Let’s get started!
Executive Summary
- Customer service software is a tool that streamlines customer support processes and enables companies to assist their customers more effectively.
- Implementing a customer support solution helps businesses boost productivity and maximize customer satisfaction.
- It offers primary functionalities like ticket management, reporting and omnichannel support, and advanced capabilities like performance management, AI and automation.
- In your search for the right software, it’s crucial to create a requirements checklist and ask vendors any questions you might have before committing to a purchase.
- What Is Customer Service Software?
- Deployment Methods
- Primary Benefits
- Implementation Goals
- Basic Features & Functionality
- Advanced Features To Consider
- Current & Upcoming Trends
- Software Comparison Strategy
- Cost & Pricing Considerations
- The Most Popular Customer Service Software
- Questions To Ask Yourself
- Questions To Ask Vendors
- Next Steps
What Is Customer Service Software?
Customer service software (also known as help desk software) is a comprehensive set of tools that helps businesses deliver better customer experiences by assisting customers, troubleshooting their issues, managing support tickets and offering support across multiple channels.
According to a HubSpot report, 90% of business leaders agree that customer expectations are at an all-time high. Leaders and agents alike cite difficult customer interactions and lack of time as prominent problems in the industry. These challenges not only put your team at a disadvantage, but can also seriously hurt your customers’ experiences.
Customer service software can offer a solution. It streamlines how your agents interact with your customers, allowing them to deliver quick, contextual responses and resolve queries at scale. The software supports omni-channel communication, converting requests from all channels into tickets so your customers can use the contact methods they prefer without your agents getting overwhelmed or confused.
The software also integrates with CRM platforms to unify customer details and interactions across every touchpoint and help you provide more personalized service.
Deployment Methods
The deployment method you choose depends on your budget and your specific business needs, like whether you have remote or in-house agents, for example, or want to prioritize your company’s scalability. Vendors usually offer one of three deployment modes.
Cloud-based
Cloud deployment is common with the SaaS model. Under this, the software is hosted and managed on remote servers and accessed via a web browser, desktop or mobile app. This model is usually available on a monthly or yearly subscription.
This method doesn’t require much of an investment because it doesn’t need on-premise infrastructure or independent servers to function. Basic upgrades and maintenance are usually included in the subscription. It’s ideal for remote and hybrid offices, or small businesses in need of an affordable solution. Mobility, scalability and flexibility are some of its main advantages.
On-premise
This model requires you to have a physical office and on-premise infrastructure because the software runs on your company’s private servers. It generally requires a single fee, paid upfront. Maintenance and upgrades require additional payments down the line because they’re managed in-house.
On-premise solutions give you complete control of data, which can be good for security and privacy. Due to the costs of installation and maintenance, on-premise deployment is mostly used by larger enterprises that have internal IT departments or the ability to hire third-party providers.
Open-source
- AI Chatbots
- Chatbot Platforms
- Chatbot
- Cloud CRM
- Complaint Management
- Computer Inventory
- Contact Management
- CRM For Commercial Real Estate
- CRM For Consulting
- CRM Insurance
- CRM
- CRM Software for Project Management
- Customer Database
- Customer Engagement Platforms
- Customer Profile
- Customer Success
- Ecommerce CRM
- Email Ticketing Systems
- Email Tracking
- Financial Services CRM
- Help Desk
- Help Desk Software For Schools
- Influencer Marketing
- Issue Tracking
- Knowledge Base
- Lead Management
- Live Chat
- Marketing Analytics Software Tools
- Marketing Attribution
- Mortgage CRM
- Remote Desktop
- Restaurant CRM
- Retail CRM
- Sales Force Automation
- Service Request
- Ticketing
- Travel Agency
This deployment type enables companies to access the software’s source code free of cost. You can modify it according to your needs and add business-specific features. However, this means you’re also responsible for hosting and managing the solution, which might require you to have a dedicated IT team.
Primary Benefits
High-quality customer service is the key to unlocking customer and business growth. Implementing customer service software helps you improve customer experiences and meet rising customer demands. Here are some of the other ways it benefits your business:
Customer Satisfaction
Customer service solutions offer features like personalized routing. They also streamline communication, enabling your agents to provide relevant and contextual responses. Agents can access the data repository for any information they need, as well as comprehensive customer profiles and message histories, to promptly assist customers on their preferred channel.
73% of customers surveyed by Salesforce said they expect companies to understand and meet their unique needs and expectations. Delivering personalized interactions makes customers feel more connected and understood, paving the way for better customer relationships.
Faster Issue Resolution
Customer service management software provides modules like intelligent routing and real-time tracking that empower your staff to resolve customer queries quicker. The software automatically assigns tickets to agents based on relevance, expertise and workload. Your team can monitor what stage a prospect is at and proactively reach out for assistance. You can also use scripting tools and pre-built templates to expedite responses.
Flexibility
Cloud-based customer service solutions can be deployed and accessed from anywhere — you don't even need a physical office. This drastically reduces overhead and allows you to recruit support agents from all over the world. Employing a global workforce means you can schedule agents around the clock and offer 24/7 support.
When agents can’t be available, automation tools like auto attendant and self-service content help fill the gaps. Use the software to create a comprehensive library of FAQs, knowledge bases and customer portals. Customers can access these resources round-the-clock and resolve issues independently.
Agent Productivity
Automation tools and supported collaboration help optimize day-to-day processes and take some workload off agents so they can focus on more pressing tasks. Gamification features further boost productivity by introducing a competitive element into the workspace. Agents can set records, get badges and feature on the leaderboard.
Implementation Goals
| Goal 1 Measure Customer Support Initiatives |
Just as measuring ingredients while cooking helps ensure you’re going in the right direction, measuring customer service metrics allows you to gauge whether your customer support endeavors are successful or require some tweaking. Use dashboards to monitor critical benchmarks like agent effectiveness, average resolution time, customer lifetime value and retention rate. |
|---|---|
| Goal 2 Centralize Information |
The Marie Kondo approach to life also applies to your business data. Scattered information will likely push your agents to put clients on hold while they look for relevant answers. This, in turn, could lead to high customer dissatisfaction. Customer service management software organizes all your data like customer details, prior communications and service requests in a single, accessible location. All your agents have to do is enter the customer’s name or email address to look up all available information. A 360-degree customer view empowers service agents to deliver contextually informed responses. |
| Goal 3 Communicate and Collaborate Easily |
Communication is the cog that turns the wheel of any establishment. Internal chat options let you easily collaborate with team members and ensure everyone’s on the same page. |
Basic Features & Functionality
Let’s look at some basic features that are must-haves for all customer service platforms.
| Centralized Database | Store customer details and prior interactions in an easily accessible location. Some solutions allow you to create custom folders, tags and fields for easy differentiation. |
|---|---|
| Ticket Management | Support tickets are an indispensable part of customer service. With built-in ticketing systems, you can collect customer issues, complaints and interactions and process them into tickets. You can prioritize tickets based on factors like urgency, SLAs and other pre-defined rules. |
| Self-service Tools | Maybe some of your customers don’t want to go through the hassle of contacting agents or submitting tickets. In that case, it’s handy to have an array of self-service content at your disposal. Customer support software allows you to build self-service portals such as help centers, FAQ repositories, knowledge bases and community forums. |
| Reporting | Measure a range of customer support metrics like the number of tickets received, ticket volume, average resolution time, persistent issues and level of customer satisfaction. Insights into these KPIs help you understand customer grievances and deliver better service. |
| Collaboration | Just like architectural marvels around the world, stellar customer service also requires contributions from a ton of people. Customer service tools allow you to maximize your team’s productivity by offering a collaborative space. Your teams can create groups, chat internally, share files, conduct discussions, take notes and assign tasks. |
| Automation | You can automatically distribute incoming tickets to relevant departments, teams or agents. Set up custom workflows to automate everyday tasks. |
| Omnichannel Support | Customers aren’t limited to just one channel; a single-channel approach could even spell doom for your business. Customer support systems allow agents to receive and respond to queries across multiple channels, including phone, mobile apps, social media, email and live chat. It consolidates interactions from every channel so agents can seamlessly switch from one medium to another and deliver contextual, relevant interactions. |
Advanced Features To Consider
These features aren’t as essential as the basic ones, but they still provide useful functionality to your customer service teams.
| Integrations | Most customer service management software offers integrations with communication channels, CRMs, eCommerce tools, social media sites and other third-party systems. You can access these connections to unify data, optimize support, collaborate and pull necessary information. |
|---|---|
| Performance Management and Gamification | Customer satisfaction levels are directly proportional to your support agents’ efficiency. That’s why it’s imperative to measure and track their performance. Customer service software helps you gauge their effectiveness by monitoring business-critical KPIs. Gamification tools like badges, awards and progress bars foster healthy competition and boost productivity. |
| AI and Analytics | Analyze data at hand to uncover actionable insights. Use AI capabilities to build intuitive conversational chatbots, answer common queries, detect anomalies and perform sentiment analysis. |
Current & Upcoming Trends
Trends in the customer service industry are dynamic and changing rapidly. Here are some to keep your eye on:
Personalization Takes Center Stage
According to a report by Twilio, 49% of consumers say personalized experiences make them more likely to become repeat buyers. Moreover, 62% of consumers say receiving an experience that’s not personalized diminishes their sense of brand loyalty.
As personalization gains center space, it has become imperative in the customer service industry as well. Businesses are increasingly adopting the process of tapping into available data to deliver personalized customer service.
Chatbots Are New Service Agents
AI chatbots are now a common fixture in the customer support domain. They’re convenient and provide quick answers to queries. Also, they offer round-the-clock support via automated responses.
There’s been a remarkable uptick in both the use and popularity of AI for customer service operations in recent years. According to Zendesk, 26% of companies offered AI and chatbot-guided services in 2022, while 25% said they plan to add this capability soon. Salesforce also found that 69% of customers are open to the use of AI to improve experiences in 2022, compared to just 60% in 2020.
It’s All About Self-service Content
What do you do when you want to know a word's meaning or need help on a project? You Google it! “Googling” has transformed the way we access information. It has also led the way for self-service content as more and more customers prefer solving their issues instead of waiting for a response.
It’s also beneficial to businesses because of lower operational costs. 65% of leaders cited improved self-service as the reason for decreased call volumes, according to McKinsey.
Software Comparison Strategy
The customer service software market is likely to grow at a CAGR of 17% between 2018-2028. There are probably more vendors in the market than moths flocking to a lamp. With a deluge of solutions and an overabundance of features available at your behest, things can get overwhelming real fast!
To navigate these murky waters, you need a sound strategy in place. You can start by creating a requirements checklist of functionalities crucial to your business. Here are a few of them for your consideration:
- Integrations: It’s likely that the customer service management software isn’t your first investment. You wouldn’t want your existing tech ecosystem to go to waste. Plus, integration with your existing solutions facilitates smooth data flow and reduces bottlenecks. That’s why ensuring the system is compatible with any present or future tools is ideal.
- Collaboration: Teamwork makes the dream work. The same goes for delivering stellar customer service. Make sure the solution offers collaboration tools like a centralized workspace, team feed, internal chat and agent collision detection.
- Scalability: While you may be a small team of five agents at the moment, over time, both your business and staff will probably grow. To avoid the cost of investing in a brand-new system as you expand, buying a scalable solution that adapts to your needs is advisable.
- User-friendliness: You could have the supposed best solution in the market, but it wouldn’t translate into success if your agents can’t adapt to its complicated user interface or features. To ensure maximum productivity, it’s best to opt for a solution that is easy to follow. It also means lower training costs!
- Modules: Gathering features like Thanos collected infinity stones sure sounds fun, but it may end up burning a hole in your pocket. Choosing products that specifically offer what you’re looking for is a better strategy. For example, if you want to grow your self-service content, you should look for solutions that particularly provide those features.
Aside from the list, it’s also advisable to ask similar businesses for their input on the customer service solution they use. You can also visit review sites to gauge a vendor’s pros and cons. Once you’ve narrowed down your list, reach out to providers and request a free trial or demo.
Cost & Pricing Considerations
The cost of your customer service software depends on a multitude of factors like:
- The number of agents using the system.
- The number of customer service channels included. For example, some vendors may charge extra for chatbots or a live chat module.
- Type of deployment.
- Any add-ons or custom integrations
Most vendors price their products on a per agent or per team basis, while some base their prices according to the features you opt for. If you’re looking for limited capabilities, solutions like Zoho Desk, Freshdesk, HubSpot Service Hub and LiveAgent offer a free version.
Depending on your business’ size, you can select the package that best suits your needs. For example, Zendesk offers plans like “essential,” “team,” “elite” and “support suite professional.”
Other overhead charges that influence the final software cost are:
- Installation, migration and training costs
- License renewal fees
- Customizations
The Most Popular Customer Service Software
Like the engine is an important part of any vehicle, a list of popular customer service software is vital to this article. It’ll give you perspective on what capabilities to expect when picking a solution for your business. The following platforms are the most sought-after systems in the market currently:
Zendesk
Zendesk is a comprehensive customer support software that helps deliver quality service on multiple touch points across live chat, telephone, messaging, social media and email. You can build scalable customer forums, help centers and other self-service modules. Use AI answer bots to handle non-urgent cases and reply to customers when agents are off-duty.
It offers a centralized agent workspace where you can receive real-time updates, update tickets and pull contextual information to assist customers. Hand cases to agents with relevant expertise via built-in intelligent routing. For more information, see our Ultimate Zendesk Review.
Zendesk chat-based support. Source
Splunk
Splunk is a customer support and analytics system that can help you manage and resolve customer tickets, track help desk KPIs and provide better customer experiences. Its standout features are its data gathering, visualization and analytics tools. It allows you to monitor your help desk’s performance and use these insights to create strategies for growth and improvement.
Splunk can be deployed on-premise or on cloud. It also offers a free version which gives you access to a range of data collection and reporting tools.
Data search with Splunk. Source
ServiceNow
ServiceNow helps businesses address customer queries and deliver engaging experiences across channels such as email, social media, chat, messaging and in-person. You can streamline operations by automating front- and back-office processes. It offers the next best recommendations to guide agents through the redressal process.
Route tickets to the right agents, identify recurring trends and pain points and classify tasks through predictive intelligence. A centralized workspace enables agents to view updates and insights in a real-time activity feed. It offers self-service modules like knowledge management, an integrated portal and chatbots.
ServiceNow agent workspace. Source
Aspect
Aspect is a customer service and contact center management platform. It offers extensive support for call center-based customer service centers, with features like IVR, skill-based routing, call queueing and priority routing. It also supports omni-channel communications and customer service support to allow you to support your customers through the channels of their choice.
Aspect’s professional services include features like implementation support, business intelligence and workforce management tools. It also offers options for data recovery in case of outages or other system failures.
Campaign management with Aspect. Source
Streak CRM
Streak CRM is a comprehensive customer service and customer relationship management solution. It's built into Gmail, allowing users to manage their CRM tasks from their email inbox without having to switch programs.
Streak CRM allows you to create customizable workflows and project pipelines to manage projects and improve productivity. It’s an easy to use, centralized and scalable platform. Streak also offers a free plan with limited features.
Workflow management with Streak CRM. Source
Questions To Ask Yourself
Use these questions as a starting point for internal conversations:
- What challenges do we face in providing customer service with our current technologies?
- What goals do we wish to achieve after adopting a customer service system?
- Do we need a customizable or scalable solution?
- How many user licenses do we require?
- Do we need a solution that integrates with our existing tech stack?
Questions To Ask Vendors
Use these questions as a starting point for conversations with vendors:
About the Software
- How many channels does it support?
- Does the platform automatically route tickets?
- Does it allow you to create self-service content like knowledge bases and community portals?
- Does the system offer reporting and analytical capabilities?
- Does it provide remote and offline access to our agents?
About the Vendor
- How robust is your customer support?
- What is your security track record?
- Do you offer implementation or training services?
- How frequent are your system updates?
- Do you have experience serving customers in the same business niche as mine?
Next Steps
Narrowing down on a solution may seem as daunting as getting on a merry-go-round with a full stomach. But once you find the system that aligns with your business objectives, it's a smooth ride ahead! To do so, you must create a requirements checklist, extensively research shortlisted vendors and ensure your team’s on board with the new tool.
The right customer service software will optimize your customer support processes, boost agent productivity and help solve customer problems at scale. Hopefully, this buyer’s guide can enable you to navigate this rugged terrain to meet your match.
If you’re struggling to get started, check out our comparison report to gain insight into industry leaders and see how different products stack up. Good luck!
Top 10 Customer Service Software Leaders by Analyst Rating (of 73 products)
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