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Customer Service Software

Customer Service software enables an organization to manage and track customer relationships and support services. From trouble ticket tracking to complaint resolution reporting, Customer Service software solutions allow organizations to manage and assess the quality of their interactions with customers. Customer Service applications also assist in the management and distribution of an internal knowledge base, providing customer service representatives with the information necessary to resolve customer complaints. Customer Service software is related to Call Center software, Help Desk software and Knowledge Management software.

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Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos. Learn more about JIRA Service Management

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
India Local product
Vision Helpdesk offers Help Desk, Multi-Company Help Desk, ITIL Service Desk & Live Chat Software Tools for every size business. Learn more about Vision Helpdesk
Vision Helpdesk offers Customer Service Software Tools - 1) Help Desk Software (Multi Channel Help Desk) 2) Satellite Help Desk (Multi Brand Help Desk) 3) Service Desk (ITIL / ITSM PinkVerify Certified) 4) Live Chat Software Vision Helpdesk is ALL IN ONE customer support help desk allows you to manage various channels like E-MAIL, Chats, WEB-FORMS, TWITTER, FACEBOOK, CALLS everything under single roof. Vision Helpdesk is trusted by 15000 plus companies across the globe. Learn more about Vision Helpdesk

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier. Learn more about Zoho Desk
Zoho Desk is Zoho's flagship web-based customer service software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With Zoho Desk, you can deliver seamless omnichannel support, improve agent productivity at scale, customize your help desk, leverage powerful AI capabilities, automate mundane tasks, get live performance insights, and deeply integrate with apps you use daily - all without spending a fortune. Learn more about Zoho Desk

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
India Local product
Conversational AI Omnichannel Helpdesk Management Sales CRM Debt Collection Sentiment Analysis Customer 360 Seamless Integration Learn more about Sparrow
Sparrow is an Omni-channel and unified CX platform that provides agents with a 360-degree view of customers and their inquiries across various communication channels, including social media, phone calls, text messages, SMS, and more. This means that agents using Sparrow have access to a unified interface or platform that allows them to seamlessly handle customer interactions and access relevant information, regardless of the channel through which the customer reaches out. Learn more about Sparrow

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Multi-channel customer service software fully powered by artificial intelligence. Learn more about ThinkOwl
ThinkOwl is the one-stop solution for your customer support needs. Built on cloud architecture, ThinkOwl is embedded with AI-powered tools that streamline every workflow right from ticket management to client satisfaction. As a result, you can automate routine activities on the fly, reduce workload drastically, boost agents’ productivity, increase service efficiency, and many such things to deliver the best experience to your customers. Learn more about ThinkOwl

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Bettermode is an all-in-one community platform that lets you unify knowledge base, Q&A, and resource center in one place. Learn more about Bettermode
Bettermode is an all-in-one community platform that lets you unify knowledge base, Q&A, and resource center. With Bettermode, you’ll reduce the number of support tickets by addressing common questions in powerful help articles with rich text, images, and videos. Customers can ask questions, post answers, and share feedback. They are empowered to filter through community content and find exactly what they need, or see previously asked questions (and featured answers) when asking their questions. Learn more about Bettermode

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Bitrix24 is #1 free client management (CRM) and customer service solution, used by 12 million businesses worldwide. Learn more about Bitrix24
Bitrix24 is #1 free client management (CRM) and customer service solution, used by 12 million businesses worldwide. Cloud/mobile/open source editions available. Multichannel customer service — email, telephony, website live chat, Facebook, Instagram, Viber, WhatsApp, Skype, Slack and other mobile messengers are supported. Learn more about Bitrix24

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Freshworks Customer Service Suite-an AI-first, omnichannel solution that combines conversational support and ticketing capabilities. Learn more about Freshworks Customer Service Suite
Step into the future of customer service with Freshworks Customer Service Suite, an AI-first, all-in-one solution. The Customer Service Suite provides a seamless experience across channels, from automated self-service to agent-led conversational support, plus advanced ticketing management for issues that require collaboration across teams, and provides actionable insights for leaders. Freshworks Customer Service Suite builds on our proven track record of offering world-class, omnichannel support Learn more about Freshworks Customer Service Suite

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Drive growth with Sales Cloud 360, the best-in-class sales solution that drives rep productivity on the world's #1 CRM platform.
Drive growth with Sales Cloud 360, the best-in-class sales solution that has helped power the world's best sales teams on the world's #1 CRM platform. Firms of all sizes, industries, and geographies, realize value faster with Sales Cloud 360. Increase rep productivity with data driven selling by quickly deploying industry-specific apps and best practice processes. You also get access to 150,000+ sales organizations and a 2 million user-strong community that are passionate about sales growth. Learn more about Salesforce Sales Cloud

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, inclusive and intelligent experience.
Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, inclusive and intelligent experience. Make meetings more interactive and engaging • Reduce disruptions with background noise removal and voice enhancement • Enable audiences to share their reactions with animated emojis and gesture recognition • Improve audience engagement with next-gen dynamic polling and Q&A by Slido • Customize the stage layout to focus on the content and people that matters most Learn more about Webex

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Integrated business management solution that automates financial, customer relationship and supply chain processes.
Microsoft Dynamics is a line of integrated, adaptable business management solutions that enable your people to make important business decisions with greater confidence. Microsoft Dynamics works like and with familiar Microsoft software-easing adoption and reducing the risks inherent with implementing a new solution. These solutions automate and streamline financial, customer relationship, and supply chain processes in a way that can help you drive business success. Learn more about Dynamics 365

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Zendesk is the all-in-one customer service support software that delivers exceptional experiences.
Power up your customer service with Zendesk, the all-in-one support software that delivers exceptional experiences. With intuitive self-service tools and AI chat capabilities that streamline support, 60% of customers see a CSAT increase, and 85% gain better visibility into their internal operations after implementing Zendesk. Provide self-service and cross-channel support, so it's easy for customers to quickly get the answers they need, when they need them. Learn more about Zendesk Suite

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences.
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University and DHL. Learn more about Freshdesk

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
ConnectWise ScreenConnect provides the ability to view and control devices from anywhere there is an Internet connection.
ConnectWise ScreenConnect (formerly ConnectWise Control) is a fully functional remote support solution. The software gives you the ability to remotely view and control devices from anywhere there is an Internet connection. As a technician, regardless if you primarily support your customers personal computers or a huge enterprise infrastructure, the ability to quickly and effectively resolve problems allows you to save time and improve customer satisfaction. Learn more about ConnectWise ScreenConnect

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
LiveChat enables you to have real-time conversations with your customers while they are on your website.
LiveChat provides a cost-effective way for your support team to deliver a great experience across the entire customer journey. It makes customer service more efficient by letting you hold multiple chat sessions at the same time, send canned responses to frequently asked questions, add chat tags, review chat transcripts and send files to customers through the chat window. Learn more about LiveChat

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Award-winning help desk, ticketing, live chat, and call center software, easy to use from the start. Try it with a free 1-month trial.
LiveAgent is a fully-featured Customer Support software with over 200+ integrations. Streamline all customer interactions and manage them from a single platform. Enjoy social media integrations, unlimited ticket history, call recordings, self-service options, and more advanced features. Companies like BMW, Yamaha, Huawei, Orange, and Forbesfone use LiveAgent to deliver superior customer service to 150M users worldwide. Start with a 1 month free trial, no credit card needed. Learn more about LiveAgent

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
NetSuite, the world’s #1 cloud ERP, gives you the visibility and control you need to make smart decisions and grow with confidence.
NetSuite is an all-in-one cloud business management solution that helps more than 37,000 organizations operate more effectively by automating core processes and providing real-time visibility into operational and financial performance. With a single, integrated suite of applications for managing accounting, order processing, inventory management, production, and supply chain and warehouse operations, NetSuite gives companies clear visibility of their information and control of their business. Learn more about NetSuite

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Intercom is redefining how businesses support their customers using powerful messaging and automation.
Intercom creates modern Customer Service software that redefines how businesses support their customers. Our platform connects businesses directly to customers using powerful messaging and automation. We enable teams to scale support without investing more resources - leading to happier customers and more efficient support teams. Learn more about Intercom

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Zoho Assist provides a simple and straight forward user interface to connect to remote computers anywhere on the globe.
Access your computer or mobile device from anywhere, anytime using Zoho Assist; your one-stop solution for remote support, screen sharing and unattended access. Get started today with one of the industry's most secure, reliable and affordable software. Requires no prior installation. Cross-platform support available. Works across devices. Supports all major web-proxies and firewalls. Learn more about Zoho Assist

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Easy to implement web-based Customer Service software with a focus on B2B customer management and team collaboration.
TeamSupport is a post-sale customer support software solution built specifically for the unique needs of B2B technology-enabled companies. Built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport helps solve for sophisticated client needs, fuels successful client interactions, and ultimately results in increased lifetime customer value. Nationally recognized TeamSupport suite of solutions includes TeamInsights, and TeamSuccess. Learn more about TeamSupport

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
An open-source suite of integrated apps to manage CRM, PoS, Website, eCommerce, Sales, Accounting, Warehouse, HR, Marketing, and more.
Odoo is a fully integrated, customizable, open-source software packed with expertly designed, user-friendly business applications. Odoo's intuitive database is able to meet a majority of business needs, such as CRM, Sales, Project, Manufacturing, Inventory, and Accounting, just to name a few. Odoo is an all-in-one software solution designed to meet the needs of any company, regardless of size (or budget). Learn more about Odoo

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data.
Deliver great service and a flexible agent experience, from anywhere. Give agents a holistic view of every customer, whether they’re in the contact center or working remote. Scale and optimise service by leveraging AI and integrating popular support channels — like phone, messaging, and chat — directly into the agent workspace. Resolve cases faster by combining automated processes with easy access to the full details, context, and history of every case and customer interaction. Learn more about Salesforce Service Cloud

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Act! Premium empowers you to market better, sell more, and create customers for life.
Act! Premium, a powerful CRM and Marketing Automation tool in one platform, is perfect for small and midsize businesses looking to market better, sell more, and create customers for life. With unparalleled flexibility and freedom of choice, Act! Premium accommodates the unique ways you do business, whether it’s on-premises (Act! Premium Desktop), in the cloud (Act! Premium Cloud), or, you can leverage a hybrid deployment for maximum flexibility! Learn more about Act!

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
Talkdesk is intuitive, cloud-based contact center software with advanced features, comprehensive reporting and seamless integrations.
Talkdesk is next-generation cloud-based call center software that helps you connect with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, effective conversations with customers. Learn more about Talkdesk

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics
A powerful online CRM system to manage sales & marketing activities for your business. Integrated, highly configurable, easy to use.
Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes lead management, an opportunity pipeline with intuitive dashboards, and flexible workflow tools including marketing automation. Everything is completely accessible from your Android or iOS device and integrated with Office365 & G Suite. Learn more about Apptivo

Features

  • Alerts/Escalation
  • Live Chat Software
  • Self Service Portal
  • Customer Database
  • Queue Management
  • Call Center Management
  • Performance Metrics
  • Email Management Software
  • Workflow Management Software
  • Real-Time Notifications
  • Reporting & Statistics

Customer Service Software Buyers Guide

What is customer service software?

Customer service software is a ticketing system that documents, tracks, and resolves customer queries. It collates customer requests from multiple channels, such as phone, email, live chat, and social media, into a single portal so that agents can quickly and easily address the queries. 

The software allows multiple agents to work on each ticket, making it easier for different departments to collaborate on solving the customer’s queries. The tool also provides detailed reports and insights into customer interactions, helping organizations assess the quality of their customer service.

The benefits of customer service software

Customer service software supports businesses in managing and maintaining a relationship with customers. The solution can help you realize the following benefits:

  • Collate customer queries across multiple channels: Customer service software collates customer queries from multiple platforms into a single stream. Whether it’s a call to the helpline, an email to the support team, or a comment on your social media page, the tool generates a ticket for each customer query. These tickets get automatically added to the centralized stream, ensuring that no query is unaddressed.
  • Reduce time that agents spend on each query: The software offers an easily searchable database for a quick reference. Agents can tag members of other teams or forward the ticket to the right team, directing the customer to the best resource. The standardized answers, easily editable templates, and the ability to simultaneously respond to multiple queries shortens the ticket resolution time.
  • Increase customer satisfaction with faster issue resolution: The software lets users address each ticket as per priority and reduce the waiting time. It also organizes the ticket resolution workflow and allows agents to collaborate on tickets. This shortens the resolution cycle and improves customer satisfaction levels. 
  • Get insights into the team’s performance: Customer service software offers analytical capabilities, with customizable reports and dashboards, which provide insights into the performance of your support team. Find out the time your team takes to respond, how busy agents are on certain days of the week, and the frequent queries. This information can help you manage agents, improve their response time, and increase productivity.

Typical features of customer service software

  • Knowledge base: Build and manage a centralized, searchable repository of information regarding frequent and previously asked queries as well as the responses.
  • Support ticketing: Track interactions and autogenerate tickets for customer queries and service requests.
  • Multichannel communication: Manage incoming and outgoing customer communication on multiple channels, including email, phone, live chat, and social media.
  • Queue management: Manage the ticket queue to meet the team’s needs and monitor the wait time for incoming requests that haven’t been routed.
  • Live chat: Chat with customers to resolve their queries in real time.
  • Appointment management: Schedule and manage interactions with customers.

Considerations when purchasing customer service software

  • The solution’s usability: A poor user experience (UX) is bad for business. The tool shouldn’t slow down agents and lengthen the response time. Therefore, before you purchase a solution, try it out and ensure that the UI/UX is not too complicated or messy for your agents. After all, they have to use it every day and should be happy doing it.
  • Integration with existing third-party apps: While most software integrates with other third-party applications, check whether your preferred solution and/or pricing plan supports integration with the other solutions you use. After all, it can be wasteful and painful to find out after purchase that the software doesn’t support your applications.
  • Omnichannel customer support: It allows you to centralize everything and make it easy to manage multiple communication channels. But not all businesses need to do it. If your customers are likely to reach out via chats or emails, choose a customer service solution that offers the option you need, so that you won’t have to pay for channels that aren’t being optimally utilized.