Customer service agents often face the challenge of juggling multiple queries across various channels, making it difficult to maintain efficiency and ensure every customer feels heard and valued.

To make your life a little bit easier, add some customer service software to your tool stack.

According to CMSWire, 83% of support teams implemented chatbots and other technology to improve support.

These tools are designed to streamline communication, organize queries, and automate routine tasks, allowing agents to focus on delivering personalized and timely support.

In this article, we'll discuss the different types of customer service software and the 25 best tools you can use to improve & automate your customer support (and even use AI) in 2024.

What Is Customer Service Software?

Customer service software equips businesses with tools to efficiently manage customer interactions across multiple channels like email, live chat, and social media.

Using software helps you provide effective, professional customer service. It also offers analytics and reporting, providing insights into customer satisfaction and agent performance.

The benefits include:

• quicker response times
• higher customer satisfaction
• increased team efficiency

This software is useful for customer service chat scenarios and responses. It also helps you personalize support for each interaction.

By streamlining manual processes and organizing interactions, agents can more effectively address customer needs.

Types of Customer Service Apps

There are a ton of customer service apps available, catering to various aspects of customer support and engagement. Here's a snapshot of the types of apps available:

• Customer Service Support Software helps you manage and respond to customer support emails and messages.

• Social Customer Service Software enables engagement and support directly on social media platforms.

• Customer Service Management Software offers a comprehensive view and management of customer service operations.

• Customer Service Tracking Software tracks the lifecycle of customer queries to ensure timely resolutions.

• Customer Service Ticketing Software organizes customer issues into tickets for efficient management and routing.

• AI Customer Service Software uses artificial intelligence to automate responses and analyze customer interactions.

• Customer Service Chat Software facilitates real-time conversations with customers through live chat functionalities.

• Customer Service Automation Software automates routine tasks to increase efficiency and accuracy in customer support.

Each type of software addresses specific needs within the realm of customer service, from automating responses to managing interactions across different platforms.

25 Best Customer Service Apps & Software in 2024

Navigating the sea of customer service software options can be overwhelming for support agents and teams looking to enhance their efficiency and customer satisfaction levels.

To simplify this process, we've curated a list of the 25 best customer service software options for 2024.

Each tool is designed to address specific challenges faced by customer support professionals, helping them provide top-notch service with greater ease and effectiveness.

Overview of Customer Service Software

Here's our top 25 customer service software at a glance:

List of Customer Service Software

1. Text Blaze

First up on our list of the best customer service software is Text Blaze.

Text Blaze is a customer support agent/team's best friend, as it helps you automate repetitive typing, boost communication, get the message right every time in every customer interaction.

Text Blaze allows you to create smart text templates and insert them anywhere you work with keyboard shortcuts.

Text Blaze Features

• Automate consistent & accurate communications with customers using dynamic, smart templates.

• Text Blaze works anywhere (no integration required) via the Text Blaze Chrome Extension, Windows app, and Mac app!

• Text Blaze is FREE forever! Say goodbye to annoying licenses or 7-day trials.

• Get the message right every time and ensure that your communications are complete but not robotic.

• Personalize your support with placeholders, business rules, and more features to create context-aware templates.

• Use AI & automation to respond to customers uniquely and quickly every time.

2. Intercom

Intercom specializes in conversational customer support, offering a platform for live chat, messaging, and automation.

It helps teams build better customer relationships through personalized, messenger-based experiences. With Intercom, agents can manage conversations in one place, regardless of the channel, enhancing efficiency and response time.

The tool also offers features for customer engagement and segmentation, allowing for targeted support and marketing messages.

3. Zendesk

Zendesk is a comprehensive customer service solution that offers a wide range of tools for ticketing, omnichannel communication, and analytics.

It helps support teams organize and prioritize their customer interactions in one centralized platform. With Zendesk, agents can easily track customer queries from start to finish, ensuring no request goes unresolved.

The platform's flexibility allows it to adapt to businesses of any size, making it a popular choice for a variety of industries.

4. HubSpot

HubSpot's customer service software is part of a larger suite of CRM tools, designed to provide a holistic approach to customer relations.

It offers features such as ticketing, live chat, and customer feedback surveys, enabling teams to cover all aspects of customer service.

HubSpot helps unify customer data across sales, marketing, and service teams, providing a 360-degree view of customer interactions. This integration ensures a cohesive customer experience and allows for more personalized support.

5. Zoho

Zoho Desk is a part of Zoho's extensive suite of business tools, focusing on customer service management.

It offers support agents features like ticketing, automation, and social media integration, making it easier to manage and respond to customer inquiries across various channels.

Zoho Desk's AI-powered assistant can help prioritize tickets and suggest solutions to common problems, enhancing agent productivity. The platform also provides comprehensive analytics, allowing teams to monitor their performance and identify areas for improvement.

6. Help Scout

Help Scout is designed with a focus on simplicity and effectiveness, offering a clutter-free environment for managing customer interactions. It prioritizes humanized customer support, making it easier for teams to provide personalized and compassionate service.

Help Scout's shared inbox feature ensures that no message is overlooked, while its knowledge base tool helps customers find answers on their own, reducing the volume of incoming queries.

The software also includes reporting tools to track customer satisfaction and agent performance. By emphasizing ease of use and customer connection, Help Scout helps support teams maintain high-quality service.

7. LiveChat

LiveChat offers a real-time messaging platform that allows customer service agents to interact directly with customers on websites.

It's designed to increase customer satisfaction by providing instant assistance when it's most needed. The tool features customizable chat widgets, detailed reporting, and integrations with other business tools, making it a comprehensive solution for live customer support.

LiveChat's analytics help teams understand chat volume, customer satisfaction, and agent activity, enabling continuous improvement.

8. Freshworks

Freshworks provides Freshdesk, a customer service software that combines ease of use with robust functionality, including ticketing, omnichannel support, and automation.

It helps agents efficiently manage queries from multiple channels in a unified workspace. Freshdesk's AI capabilities offer smart suggestions to agents and automate repetitive tasks, improving response times and overall efficiency.

The platform also supports customization and integration with a wide array of apps, allowing teams to tailor the tool to their specific needs.

9. Salesforce

Salesforce is an extensive customer service solution that leverages the power of the cloud to deliver personalized and scalable support.

It offers features like case management, AI-powered automation, and a 360-degree customer view across sales, service, and marketing. With Salesforce, agents can access comprehensive customer histories, enabling more informed and personalized interactions.

The platform's advanced analytics provide deep insights into performance and customer trends, helping teams optimize their strategies.

10. Genesys

Genesys is a leader in cloud customer experience solutions, offering a suite of tools for voice and digital channel support, workforce engagement, and AI-driven insights.

It enables agents to deliver seamless service across multiple channels from a single interface. Genesys uses AI to optimize customer journeys, predict needs, and automate routine interactions, allowing agents to focus on more complex customer needs.

Its real-time and historical analytics capabilities empower teams with actionable insights to continuously improve service quality.

11. Hootsuite

Hootsuite is primarily a social media management tool that also offers capabilities for managing customer service on social platforms.

It allows teams to monitor mentions, comments, and messages across multiple social media channels, enabling them to respond promptly and efficiently.

By centralizing social interactions, Hootsuite helps agents keep track of conversations and ensures timely responses to customer inquiries.

12. Sprout Social

Sprout Social provides a comprehensive platform for social media management, including tools for customer service, engagement, and analytics.

It enables teams to streamline communication with customers on social media, offering a unified inbox that aggregates messages from various platforms.

Sprout Social's collaboration features ensure that responses are coordinated and consistent, enhancing the overall customer experience.

13. Sprinklr

Sprinklr is a comprehensive Customer Experience Management (CXM) platform that provides enterprises with tools for social media management, marketing, advertising, and customer service.

It helps organizations listen to, engage with, and reach out to customers across dozens of digital channels. Sprinklr's advanced AI capabilities analyze conversations for sentiment and intent, enabling agents to prioritize and personalize their responses effectively.

The platform integrates customer feedback across all channels into a single view, making it easier for service teams to understand and act on customer needs comprehensively.

14. Hiver

Hiver turns Gmail into a powerful customer service tool, allowing teams to manage shared inboxes without leaving their familiar email environment.

It's designed to simplify email management, enabling agents to collaborate efficiently on customer emails. With features like email assignment, tracking, and automation, Hiver helps ensure that every customer query is promptly addressed.

The tool also provides analytics on response times and team performance, offering insights that can help improve productivity and customer satisfaction.

15. HelpDesk

HelpDesk is a ticketing system designed to help teams manage customer support requests more effectively.

It converts emails and other types of messages into tickets, organizing them in a user-friendly interface. With automation rules, tagging, and prioritization, HelpDesk ensures that agents can focus on the most urgent issues first.

The software also offers reporting tools, giving managers insights into ticket volume, resolution times, and agent performance. .

16. Front

Front brings a unique approach to customer service by combining the simplicity of email with the power of a helpdesk system.

It allows teams to manage all of their communication channels in one place, including email, social media, and chat. With collaborative features like shared inboxes and the ability to assign and track conversations, Front ensures that customer interactions are handled efficiently and transparently.

Its analytics capabilities provide valuable insights into team performance and customer engagement, helping businesses to continuously improve their service.

17. AnyDesk

AnyDesk offers remote support software that allows customer service agents to provide assistance by remotely accessing a customer's device.

This is particularly useful for resolving technical issues directly, without lengthy explanations over chat or email. AnyDesk ensures secure and smooth connections, even with low bandwidth, making it reliable for support teams and their customers.

The tool's ease of use and fast performance help reduce the time needed to solve technical problems, enhancing customer satisfaction.

18. Kayako

Kayako is a customer service platform that provides omnichannel support, enabling agents to manage customer interactions via email, live chat, social media, and phone from a single dashboard.

It focuses on creating seamless customer experiences by maintaining a complete history of customer interactions, regardless of the channel.

Kayako's automation features and self-service options help reduce the workload on agents while ensuring customers receive timely help.

19. Forethought AI

Forethought AI specializes in automating customer service through the use of artificial intelligence.

It provides support teams with AI assistants that can understand and resolve common customer inquiries without human intervention. This not only speeds up response times for frequently asked questions but also frees up agents to handle more complex cases that require a personal touch.

Forethought AI integrates with existing customer service platforms, making it a seamless addition to any support workflow.

20. Tidio

Tidio combines live chat and chatbots to offer real-time support along with automated customer service capabilities.

This platform allows businesses to engage with visitors directly on their websites, offering instant assistance and improving conversion rates.

The chatbots can be customized to answer common questions, gather customer information, and route complex issues to human agents.

21. Marketo Engage

Marketo Engage, part of Adobe Experience Cloud, offers a powerful marketing automation platform that includes features for customer engagement and service.

While primarily focused on marketing, its tools for automation, analytics, and personalized communication are invaluable for creating seamless customer experiences.

Marketo Engage helps businesses understand customer behavior, automate responses to certain activities, and tailor communications across all stages of the customer journey.

22. Ultimate AI

Ultimate AI offers customer service automation through artificial intelligence, focusing on reducing response times and improving efficiency.

The platform provides AI chatbots that can be trained to handle a wide range of customer queries across various industries. By automating initial customer interactions, Ultimate AI helps reduce the workload on human agents, allowing them to concentrate on more complex and nuanced customer needs.

he platform integrates with existing customer service systems, making it a versatile tool for businesses looking to enhance their service with AI capabilities.

23. LiveAgent

LiveAgent is a comprehensive customer service solution that offers a multi-channel helpdesk, including email support, live chat, social media integration, and a knowledge base.

It's designed to provide a unified platform for managing all customer interactions, ensuring that no customer query goes unnoticed. LiveAgent's features such as ticketing, real-time chat, and a built-in call center make it a versatile choice for businesses needing a wide range of customer support tools.

The platform's emphasis on speed and efficiency helps improve response times and customer satisfaction, making it suitable for teams of all sizes.

24. AskNicely

AskNicely focuses on customer feedback and satisfaction, using Net Promoter Score (NPS) methodology to gather and analyze customer opinions.

It enables businesses to automate feedback collection in real-time and act on customer insights to improve service. AskNicely helps support teams identify areas for improvement and track the impact of their service initiatives.

By integrating customer feedback into daily operations, businesses can foster a culture of continuous improvement and customer-centricity.

25. SendBird

SendBird provides in-app messaging, chat, and video call APIs to enable businesses to build custom communication solutions within their apps.

It's designed to facilitate direct and personal interaction between businesses and customers, enhancing customer engagement and support.

SendBird's scalable platform supports messaging and chat features that can be tailored to specific business needs, making it possible to offer real-time, personalized support directly within apps.

Upgrade Your Support With Customer Service Software!

Choosing the right customer service software is crucial for any team aiming to provide exceptional support.

The best software not only addresses current needs but also scales with your business, offering the flexibility and features necessary for long-term success.

Use Text Blaze to to automate customer support without losing your personal touch with dynamic templates & AI that works anywhere (no integration required) for free!

Want to turbo charge your work with templates and snippets? Text Blaze is the fastest way to do that.

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