Want to jump straight to the answer? The best customer service software for most people are Freshdesk and Hubspot.
Customer service software makes sure your customers are happy and satisfied with your business.
And customers make or break your success.
Happy customers keep coming back and spending more money, while unsatisfied customers will cause significant damage to your reputation.
That’s why customer service must be a priority for every business.
Fortunately, the right customer service software can make this possible. Customer service solutions help ensure fast response times, positive interactions, and happy customers.
The 9 Best Customer Service Software of 2021
- Freshdesk — Best customer service software if you’re switching from another platform
- HubSpot — Best free customer service software and product bundles
- Gorgias — Best integration with ecommerce platforms
- LiveAgent — Best customer service software for live chat support
- Zoho Desk — Best customer service software for ticketing
- Zendesk — Best customer service software with support suite options available
- Salesforce Service Cloud — Best customer service software for field service agents
- Groove — Best customer service software for small teams and startups
- Help Scout — Best customer service software for nonprofits
It’s tough to find a good customer service software. There’s many options available on the market. But some of these tools are significantly better than others.
After researching and testing dozens of customer service solutions, I’ve narrowed down the top eight for you to consider.
As we continue you through this guide, I’ll give you an in-depth review of each one below. You’ll learn about the top features, benefits, use cases, pricing, and more.
Best Customer Service Software Reviews
#1 – Freshdesk – The Best for Switching Platforms
- Free 21-day trial
- Plans start at $15/mo
- Extensive list of features
- Trusted by 150,000+ businesses
Freshdesk is another one of the most popular help desk solutions on the market today.
That’s because it’s simple and easy to use. That’s why it’s trusted by 150,000+ businesses, including American Express, HP, and Panasonic.
They offer a number of very good features:
- Ticketing
- Collaboration
- Field service
- Automation
- Customer self-service
- Reporting
- Multi-channel support
This is great if you want to streamline your customer service solutions on a single platform. As such, Freshdesk makes team collaboration and automation a breeze.
If you’re currently using another help desk solution and you’re unhappy with it, Freshdesk makes it easy for you to switch to its software. Their team will help you make the switch over easily.
And with Freshworks Academy, their in-house training service, you’ll be able to train any member of your team to nail the Freshworks system in no time.
Here’s an overview of the plans and pricing. All rates are based on an annual plan. The prices are a bit higher if you go month-to-month.
Sprout — Free
- Unlimited agents
- Email ticketing
- Team collaboration
- Knowledge base
- Ticket trend reports
- Social ticketing
Blossom — $15 per month per agent
- Automations
- Collision detection
- Marketplace apps
- Helpdesk
- SLA management
- Business hours
Garden — $29 per month per agent
- Time tracking
- CSAT survey
- Session replay
- Performance report
- Knowledge base with multi-lingual support
Estate — $49 per month per agent
- Automated ticket assignment
- Custom agent roles
- Custom portal
- Enterprise reporting
- Multiple time zones and SLAs
Forest — $109 per month per agent
- Ticket assignment based on skills
- Create a testing environment without affecting agents or customers
- IP Whitelisting
- HIPAA compliant
- Extendable API rate limit
Freshdesk has omnichannel add-ons and features for field service management for an additional fee. Try it free with a 21-day trial.
#2 – HubSpot – The Best Free Customer Service Software
- 100% free forever plan
- Advanced features start at $40/mo
- Wide range of solutions
- Free software for customer service
HubSpot is one of the most well-recognized CRMs in the industry.
They have a wide range of software and solution suites for managing relationships with customers.
These offerings are segmented into three main categories: sales, marketing, and service.
The HubSpot Service Hub is their exceptional solution for managing customer issues through service tickets.
The best part: they offer free CRM solutions, including fsoftware for customer service.
Free features include ticketing, live chat, chatbots, team email, and a conversations inbox. You’ll also benefit from free email templates, closed ticket reports, and time-to-close reports.
HubSpot is proof that you don’t need to spend a ton of money on improving your customer service with software. After all, this won’t cost you a thing.
For those of you who want access to advanced features and benefits, here’s an overview of the paid plans:
Starter — $40 per month
- Includes two paid users
- Canned snippets
- Meeting scheduling
- Agent productivity reports
- Calling
Professional — $320 per month
- Includes five paid users
- Ticket status, routing, automation, and pipelines
- Knowledge base
- 1:1 video creation
- Custom reporting
- Surveys for NPS, experience, and support
Enterprise — $1,200 per month
- Includes ten paid users
- Playbooks and goals
- Hierarchical teams
- User roles
- Single sign-on
- Integrates with Slack
All rates are based on an annual contract. You can get the HubSpot Service Hub month-to-month for 20% more.
HubSpot also offers exceptional product bundles for all CRM categories in a single solution. So if you want to get software for service, sales, and marketing from a single provider, HubSpot is the best option for you. Bundles start at $112.50 per month. Try it for free.
#3 – Gorgias – The Best Integration with Ecommerce Platforms
- Plans start at $50/month
- Integrates with Shopify, BigCommerce, & more
- Clean, appealing interface
- Ecommerce-boosting tools
In ecommerce, the overlap between customer service and sales presents multiple opportunities to create new, loyal customers. Gorgias is customer service software that offers an array of tools to help you maximize those opportunities.
One of the key ways Gorgias does this is through simple integration with three of the most popular ecommerce platforms out there: Shopfiy, Magento, and BigCommerce.
In all three cases, Gorgias pulls customer data, interactions, and order histories from the platform to give you an all-encompassing view of your performance with customers. This reduces the chance that you’re making redundant contact with buyers, allows you to heavily personalize content, helps you set routine customer service tasks (like common questions or requests) on autopilot, and unlocks new customer insights through powerful machine learning.
Beyond that, Gorgias offers a fantastically clean interface for your customer service reps to organize, address, and follow up on tickets. It centralizes communication across channels like SMS, social media, live chat, and email.
Within the platform are also many tools to take advantage of sales opportunities within and following customer service events. The omnichannel capability of Gorgias allows your team to engage with customers when they interact with your ads, social posts, and other material, before they even arrive at your website. That way, your customer service team is also priming the pump for more sales, warming up customers before they’ve even added anything to their cart.
Pricing for Gorgias is a bit steeper than other options on this list, but each tier allows for unlimited users and contain generous feature sets:
Basic — $60 per month
- Up to 350 tickets/month ($25 add-on for an additional 100)
- Unlimited users
- Live chat
- Up to 150 integrations, including with Shopify and social media platforms
Pro — $300 per month
- Up to 2,000 tickets/month ($23 add-on for an additional 100)
- Everything in Basic, plus
- Onboarding assistance
- Customer surveys
- Chat campaigns
- Set user permissions
- Magento integration
Advanced — $750 per month
- Up to 6,000 tickets/month ($14 add-on for an additional 100)
- Everything in Pro, plus
- Fully managed onboarding
- Revenue metrics
- Team management tools
- View sharing
- Dedicated Gorgias Customer Success Manager
All of the above plans’ monthly rates can be reduced by paying annually. That brings the Basic plan down to $50/month, the Pro plan down to $250/month, and the Advanced package down to $625/month.
There is also a custom enterprise tier that can be arranged through consultation with Gorgias.
If your ecommerce business knows it’s leaving sales opportunities on the floor, give Gorgias a try through its seven-day free trial or by setting up a live demo.
#4- LiveAgent – The Best for Live Chat Support
- 100% free forever plan
- Upgrades starting at $15/mo
- All-in-one solution
- Simple and flexible tools
LiveAgent helps you manage all customer requests from multiple channels in a single platform.
Merge all communication and support to one place—no matter where your customers are.
LiveAgent saves you time, simplifies the process, and allows you to increase the profitability of your support team.
LiveAgent has tools for:
- Email ticketing
- Live chat
- Voice and video calls
- Social media integration
Here’s a closer look at the plans and prices for LiveAgent’s customer service software:
Free — $0 forever
- 7 day ticket history
- 1 email address for ticketing
- 1 live chat button
- 1 phone number for call center support
Ticket — $15 per month per agent
- Unlimited ticket history
- Unlimited email ticketing
- Load data from your CRM
- Multi-brand support
Ticket + Chat — $29 per month per agent
- Unlimited live chat
- Real-time visitor monitor
- Chat invitations
- Chat satisfaction surveys
All-inclusive — $39 per month per agent
- Unlimited call center support
- Video calling
- Gamification
- Unlimited call storage
For all of the paid plans, LiveAgent has add-on pricing for features like social media integration, time tracking, audit logs, and more.
Overall, it’s a simple and flexible tool for managing live customers with ticketing and live chat. Try it for free.
#5 – Zoho Desk – The Best for Ticketing
- Free forever plan
- Upgrade starting at $12/mo
- Email ticketing & help center
- Mobile app access
Zoho is one of the most popular names in the world of business software and CRM. They offer tools for sales, marketing, email, collaboration, finance, accounting, human resources, and business intelligence.
But one of the best solutions that they offer is Zoho Desk—IT and help desk software.
Zoho Desk has solutions for customer service agents, managers, and customers. But above all, it’s arguably the best customer service software for managing and closing tickets.
Let’s take a closer look at the plans and price points for Zoho Desk:
Free — $0
- Up to three agents
- Email ticketing
- Help center
- Private knowledge base
- Predefined SLAs
- Mobile app
- Multilingual help desk
Standard — $12 per month per agent
- Social and community channels
- Product-based ticket management
- Public knowledge base
- Escalations
- Workflow and assignment rules
- Supervise rules
- Customer happiness ratings
Professional — $20 per month per agent
- Multi-department ticketing
- Team management
- Telephony
- Automated time tracking
- Ticket templates
- Ticket sharing
- Mobile SDK
Enterprise — $35 per month per agent
- Live chat
- AI
- Customize help center
- Advanced process management
- Scheduled reports
- Validation rules
- Role-based data sharing
No matter how big, small, or complex your business is, Zoho Desk has a plan for you. Try it for free.
#6 – Zendesk – The Best Software with Support Suite Options
- Free trial available
- Starts at $89/mo
- Flexible customized solutions
- Used by 150,000+ businesses
Zendesk is one of the best overall customer service software solutions on the market today. It’s used by 150,000+ businesses, including big brands like Uber, Venmo, Shopify, and Slack.
They’ll give you all the tools you need to manage omni-channel customer service. You can provide customer support via email, live chat, voice, Facebook, Twitter, WeChat, WhatsApp, and more.
The software makes it possible to connect all of your data sources to a single location. So when a customer contacts you for support, the right information will automatically be on display.
Zendesk is flexible, so it can support the needs of any business. You can get a customized solution that fits with your existing support environment.
Here’s a quick overview of the plans, features, and pricing for the Zendesk support suite:
Professional Support Suite — $89 per agent per month
- Omnichannel support
- Social messaging add-on
- Self-service knowledge base
- Dashboards and reporting for all channels
- Talk partner edition
- Multiple ticket forms
Enterprise Support Suite — $149 per agent per month
- Roles and permissions with skilled base routing
- Multi-brand support
- Chat widget and web SDK
- Content cues to identify knowledge gaps
- 24/7 live chat and phone support
The full-service support suite from Zendesk has it all. But not every business needs something this comprehensive. If you’re looking for something a little bit more basic, Zendesk offers more affordable options for smaller businesses.
- Essential — $5 per month per agent
- Team — $19 per month per agent
- Professional — $49 per month per agent
- Enterprise — $99 per month per agent
- Elite — $199 per month per agent
You can try any Zendesk software or support suite with a free trial. If you’re looking for a customized solution, contact the Zendesk sales team.
#7 – Salesforce Service Cloud – The Best for Field Service Agents
- Starts at $25/month
- Resolve cases quicker
- Streamline your on-site support
- Trusted by 150,000+ companies
Salesforce is an industry leader in sales CRM software. But they also offer tools and solutions for customer service with Salesforce Service Cloud.
The Salesforce Service Cloud makes it easy for any business to build customer relationships while saving time and improving customer satisfaction. Your customer service representatives will be able to resolve cases quicker with the insights and tools offered by Salesforce.
The platform has a shared view of every customer interaction. Also set up self-service portals so your customers can access account information, view tutorials, and view knowledge base articles.
The Salesforce Service Cloud has capabilities to streamline your on-site support. Field service works, dispatchers, and on-site technicians can use these tools to resolve problems during the first visit.
Salesforce uses AI to predict recommendations and provide support with an intuitive chatbot service.
Let’s take a look at the plans and pricing for Salesforce Service Cloud:
Essentials — $25 per user per month
- Case management
- Service console apps
- Knowledge tools
- Telephony integration (CTI)
Professional — $75 per user per month
- All Essentials features
- Service contracts
Enterprise — $150 per user per month
- All Professional features
- Web services API
Unlimited — $300 per user per month
- All Enterprise features
- 24/7 support and configuration
All plans come with tools for collaboration, productivity, personalization, real-time insights, cross-sell and upsell tools, app integration, and solutions to automate processes.
Salesforce offers add-ons for things like field service workers, digital engagement, and location-based intelligence.
#8 – Groove The Best for Small Teams and Startups
- Plans start at $9/month
- Team collaboration tools
- Customizable knowledge base
- Exceptional automation tools
Groove isn’t as popular and well-known as some of the other options on our list.
If your company has outgrown email for customer support and you’re getting inquiries on multiple channels, Groove will be a top choice for you to consider.
Where they really shine is their team collaboration tools. You can add internal private notes to discussions, quickly mention teammates to bring them in the loop, and assign specific tasks to members of the team.
Groove has exceptional automations to streamline your customer support. Set rules, tagging, canned replies, and custom folders with your preferences to eliminate busywork.
Another standout feature from Groove is the ability to customize your knowledge base. This is crucial for businesses that want to offer customer self-service tools.
The knowledge base themes are fully customizable, beautifully designed, and mobile responsive. Plans and pricing for Groove customer support software are as follows:
Starter — $9 per month per user
- One mailbox
- Knowledge base
- Live chat
- Web widget
- Assignments and mentions
Plus — $19 per month per user
- 5 mailboxes
- Full history of reports
- Rules
- API access
- 40+ integrations
Pro — $29 per month per user
- 25 mailboxes
- Teams
- WhatsApp and SMS
- Integrations with Salesforce, HubSpot, and Jira
Company — Custom pricing
- Unlimited mailboxes
- Priority support
- Dedicated customer support manager
- SSO/SAML
- Enterprise-level security
I’d recommend Groove for small teams and startups. In fact, they have a special startup rate for businesses with less than ten employees. Eligible businesses can get a 93% discount off of the Pro plan.
#9 – Help Scout – The Best for Nonprofits
- Plans start at $20/month
- Certified B corporation
- High-quality software
- Used by 10,000+ businesses
Help Scout is another lesser-known solution on our list. But with that said, it’s still a high-quality software for customer service. It’s used by 10,000+ businesses worldwide.
Help Scout is unique because it’s a Certified B corporation. They strive to make a positive impact on the environment and communities. So they go the extra mile to support organizations that share the same values.
If you have a nonprofit that supports human rights, environmental sustainability, or underrepresentation in tech, Help Scout will provide a significant discount on your customer service software.
Some of you might even be eligible for discounts of up to 100%. That’s right—free.
Even if you don’t fall into one of those categories, Help Scout is still a top solution for customer service. Here’s a closer look at the plans and prices:
Standard — $20 per month per user
- Three mail boxes
- Beacon with live chat
- Messages for up to 10,000 customers
- Reports
- Automated workflows
- 50+ integrations
Plus — $35 per month per user
- 10 mailboxes
- Custom fields and teams
- Salesforce, HubSpot, and Jira apps
- HIPAA compliance
- SSO/SAML authentication
Company — Custom pricing
- Unlimited mailboxes and docs sites
- Flexible users
- Concierge onboarding
- Dedicated account manager
- Enterprise-grade security
The rates above are based on an annual contract. Month-to-month plans are available for an additional fee. You can try Help Scout for free with a 15-day trial.
How to Choose the Best Customer Service Software For Your Business
What’s the best customer service software for your business? There are certain features and considerations to keep in mind as you’re evaluating different options.
This is the methodology that we use and recommend here at Quick Sprout.
Number of Agents
How big is your customer service team? Companies with five service reps won’t need the same software as a business with 50 agents.
Larger teams need features for things like collaboration and role-based ticketing, but that won’t be necessary for a smaller business.
Customer Communication Method
How are customers currently reaching out to your service team? How do you want them to do so moving forward?
There’s a software for everything. Whether it’s email, live chat, chatbots, or support tickets, you can find a solution to meet your needs. There are even tools for social media integration so all of your messages, including DMs and comments, can be managed from a single dashboard.
Feature Bundles
Every customer service software on our list does an exceptional job of marketing its top features. But with that said, you should only focus on the features you need the most.
For example, are you looking for customer service software specifically for live chat? LiveAgent will be a top choice for you. If you want a solution for your field service agents, use Salesforce Service Cloud. There are even tools for customer service, sales, and marketing CRM built into single product bundles.
My suggestion is this. Identify the features you definitely need. Then look for the right plan that has all of those features.
Price
The price for customer service software varies on a wide range of factors. Lots of solutions charge you based on the number of customer service agents on your team.
Available features in your package will also have a significant impact on what you pay.
Customer service is definitely not something you should skimp on. It’s ok to spend money. But with that said, not all of you need to go overboard. Small businesses, startups, and nonprofits with smaller teams can use free customer service software without compromising quality.
Conclusion
Every business must prioritize customer service. These are the top eight customer service software solutions on the market today:
- Freshdesk — Best customer service software if you’re switching from another platform
- HubSpot — Best free customer service software and product bundles
- Gorgias — Best integration with ecommerce platforms
- LiveAgent — Best customer service software for live chat support
- Zoho Desk — Best customer service software for ticketing
- Zendesk — Best customer service software with support suite options available
- Salesforce Service Cloud — Best customer service software for field service agents
- Groove — Best customer service software for small teams and growth startups
- Help Scout — Best customer service software for nonprofits
Use this guide to help you find the best solution for your business. I made sure to include something for everyone on my list.
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