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In the ever-evolving landscape of business, maintaining an excellent customer experience is required. This 2024, businesses are increasingly relying on robust customer service software to achieve just that.

Customer service software is integral in supporting businesses in managing and maintaining an excellent customer experience.

Typically, the features of customer service software are the following:

•           Email/Help Desk

•           FAQs/Forum

•           Knowledge Base

•           Phone Support

•           24/7 (Live Rep)

•           Chat

•           Appointment Management

Connext Global Solutions is your offshoring provider that can seamlessly integrate your active customer service software or preferred customer service software.

Top 10 Customer Service Software [2024]

Here are some top customer service software companies and their respective customer service software for 2024.

These platforms are designed to enhance customer interactions, streamline support processes, and improve overall satisfaction.

The corresponding customer service software are also supported by Connext:

Zendesk

Zendesk is a software-as-a-service provider operating worldwide with headquarters located in San Francisco, California established in 2007. Zendesk provided solution to 160,000 customers to improve customer experience. The company offers easy to deploy solutions with prebuilt integrations for software. The company is named a leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center.

Zendesk Support Suite offers foundational support only starting at $19/user/month. Zendesk is suited for omnichannel support, reporting dashboards, built-in app integrations and integrated ticketing across email, Tweets and Facebook. With a key feature of displaying customer details and interaction history, you can lessen turnaround time in issue resolution. The software has support options available. Customize almost anything with the developer API feature. Customers have self-service options from the Zendesk Help Center and Community.

Website: https://www.zendesk.com/

Freshdesk by Freshworks

Freshworks is a software company founded in 2021 at Chennai, India with its headquarters located at San Mateo, California, United States. The company offers cloud-based solutions ranging from CRM, customer experience, omnichannel support, helpdesk support. Its customer service software Freshdesk Omnichannel supports customer channels such as chat, email, phone, and social media inquiries.

With plans starting at just $15 per agent per month, it is a powerful and cost-effective solution which makes it an industry leader and one of the top picks in customer service software industry. Freshdesk is in fact included in the 2021 Gartner Magic Quadrant. There are over 40,000 businesses relying on Freshdesk for customer support. The software is suitable for customer service support, field service management, Freshdesk works well when transitioning between customer service platforms. Freshdesk Omnichannel is integrated with ticketing features, collaborative and automation tools.

Website: freshworks.com

LiveAgent by Quality Unit, LLC

Quality Unit was established in 2004, initially as a software development company. The company evolved to offer B2B Cloud Applications. The company has over 30,000 customers world-wide. Among its products is LiveAgent, which is hailed the #1 rated customer service solution for SMB in 2017 by G2Crowd.

LiveAgent is a product of Quality Unit which is a CRM software that works with Small & Medium Sized businesses in eCommerce, Telco, Insurance, SaaS, Startups & Enterprise. LiveAgent is a fully-featured Customer Service software with over 195+ integrations. With subscriptions starting at $15.00 /month, the software offers a multi-channel approach, featuring all support channels (email, live chat, social, knowledge base, voice) in 1 place. Its telephony software can store an unlimited number of call recordings. Every inbound and outbound call is recorded. It also features ticketing between agents & departments.

Website: www.liveagent.com

ServiceNow Customer Service Management by ServiceNow

servicenow.com
ServiceNow is a company founded in 2003 in Santa Clara, California by Fred Luddy that offers innovative solutions to digitize and automate processes, enhancing work experiences.

ServiceNow Customer Service Management is a ServiceNow product that drives value, operational efficiency and customer satisfaction through process optimization and actionable insights.It provides agents with real-time intelligence and productivity tools for personalized and empathetic service delivery.

The software streamlines customer operations processes across departments, facilitating collaboration and timely support.

With its AI-driven solutions, it further enhances customer self-service, offering personalized experiences across preferred channels.

Firms can combine Customer Service Management with other products to create a comprehensive customer experience platform.

Zoho Desk by Zoho Corporation

Zoho Corporation is a multinational technology company founded in 1996 in Chennai, India, that makes cloud-based business tools. Zoho is regarded as a Challenger in the 2020 Gartner Magic Quadrant for Sales Force Automation.

Aside from the more familiar software Zoho CRM, Zoho Desk is a product offering by which is used for effective contact center and customer service management.

Zoho Desk helps businesses manage customer  channels such as phone, email, live chat, SMS text, social media and more. Zoho Desk is suitable for organizations with high-volume customer service transactions. Zoho Desk uses AI for seamless and efficient management. The software has ease of integration capabilities, with a wide range of integrations with the tools commonly used on a daily basis. 

The software is easily scalable and ensures workflow continuity by enabling call assignments to your agents, automatic call routing to agents ultimately fostering customer relationships. The Zoho Desk gives you 3 users free and pricing plan starts from $14/per month per user.

Website: www.zoho.com/

HubSpot

HubSpot is a software development company focused on inbound marketing, sales, and customer service. Hubspot was in 2006 with headquarters   at Cambridge, Massachusetts.

HubsSpot provides a cloud-based customer service platform called Service Hub.

The software is part of the comprehensive CRM platform. With ease of access, integrated help desk tools and features such as the advance ticketing system, HubSpot Service Hub provides all-around support allowing for an improved customer experience.

HubSpot Service Hub has easy to use templates, integrates with many other product Free and premium plans begin at $0/month (Free)- $45/month (Starter). There is also a knowledge base software with FAQs that help customers with readily available information.

Website: hubspot.com

LiveChat

LiveChat is a software development company established in 2002 based in Poland. With over 34,000 customers, LiveChat is a software solution dedicated for e-commerce and customer service.

LiveChat is an online collaborative customer service and ticketing system. It features tags, note taking, ticketing to email feature for internal team members, call transfers, intelligent chat routing and canned responses. It also allows you to view chat transcripts. LiveChat has payment options that start at $16 per month per agent billed annually or $19 month-to-month. Advanced features like in-depth reports and forecasts such as the staffing prediction feature and on-demand reports are available in their higher-tier plans.

Website: www.livechat.com/

Intercom

Intercom is a software company founded in 2011. The company is headquartered in San Francisco with offices in Chicago, Dublin, Sydney and London.

Intercom is a Customer Communications Platform is trusted by more than 25,000 businesses. The software works with Startups, Small Businesses and Mid-Market / Enterprise.Intercom provides both consistent, personalized support across devices and self-serve support from its help center. Intercom lets you choose your solution based on your need: Conversational Support, Conversational Engagement, or Conversational Marketing. Intercom is integrated with Customizable bots, Automated answers, Product Tours and Outbound Messages.

Website: www.intercom.com

Microsoft

Microsoft Corporation is a key software company that produces cloud-based software, consumer electronics, hardware and related services. It was founded in 1975 at Albuquerque, New Mexico, United States with headquarters at Redmond, Washington, United States. Microsoft is named a Leader in the Gartner® June 2021 Magic Quadrant™ for the CRM Customer Engagement Center.

Dynamics 365 is a customer service software by Microsoft that provides support for Customer Relationship Management and Enterprise Resource Planning. The software also acts as an all-in-one contact center. At its Professional level, you have access to knowledge base portals and AI-driven productivity tools such as the customer conversation summary and support history, and skills based assignment features.

At its Enterprise level, you can benefit from AI-driven insights and analytics reporting and omnichannel add-in support.

Website: www.microsoft.com , dynamics.microsoft.com

Honorable Mentions

Salesforce Service Cloud by Salesforce

Salesforce is a company founded in 1999 based in San Francisco, California that offers a variety of cloud-based software and customer relationship management solutions to improve your company’s customer service and customer relationships.

Salesforce Service Cloud is a robust service-as-a-software solution in customer service support, managing customer data. Easily and quickly integrate industry-specific apps and best practice processes to the software. The software has a simple interface where you can work on your CRM and make and receive calls. Its customization and reporting features let you integrate, add/remove fields to suit your needs. Automate your workflow and processes with intelligent automation using AI for customer service. The Basic plan called Service Essentials Edition works best for growing teams and is valued at $ 25 USD per user/month (billed annually). You can foster employee collaboration across communication channels such as messaging, phone calls and videoconferencing.

Website: https://www.salesforce.com/

Help Scout

Help Scout is a customer communication platform for growing businesses, founded in 2011 and operates with a fully remote team across the globe.
The platform is designed to treat people as individuals, not transactions, and to help businesses scale without compromising the customer experience. The platform is an inbox-like platform, allowing users to start assisting customers quickly. It provides data and tools for personalized customer interactions, with AI to improve replies and streamline workflows.
The platform aids in keeping teams organized and in sync, offering a glance at previous conversations and app activity. Built-in reports track productivity and happiness, and the platform integrates with over 50 other platforms for ease of use.

Website: helpscout.com

Bitrix24 by Bitrix Inc.

Bitrix Inc. is a privately-owned company.  Founded in 1998 with its headquarters at Alexandria, Virginia, the company develops business management software.

Bitrix24 – is an initiative of Bitrix, Inc., a The Bitrix24 service is the final evolutionary stage of Bitrix Intranet and Extranet solutions (Bitrix, Inc. products) and was launched as a beta cloud-based service in April, 2012. (Bitrix Linkedin)

Used by over 5 million businesses worldwide, Bitrix24 is a customer service platform providing suite collaboration tools from CRM, support management, ticketing. time management, & project management tools. Starting from$49/month the software is convenient to use, easy to integrate. Bitrix24 is available in cloud and on premise.

Website: www.bitrix24.com

Hiver

Hiver is the world’s first helpdesk built for Google Workspace. The company emphasizes its dedication to creating an easy-to-use and intuitive product.

The software is made for task management. Emails can be converted into tasks with owners for quick resolutions. Businesses can also share emails, collaborate on responses, and manage approvals within Gmail and utilize rule-based automations and real-time metrics to enhance team performance. Aside from this, Hiver has a multi-channel support where it can integrate various communication channels and apps for comprehensive customer support.

Website: https://hiverhq.com/

These software and a lot more can be integrated by Connext Global Solutions within your dedicated remote support teams.

Connext Global Solutions is fully capable to support these product offerings of these key players in the call center service industry and more.

The company is equipped with industry-leading digital security systems and processes. We have SOC-2 compliant and have secure operating controls and processes for a seamless integration and deployment of these software across our servers.

Connext Global Solutions helps companies build custom, dedicated support teams in the Philippines. Learn more about Connext Global Solutions.

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