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10 Best Customer Service Software of

2020
Athira Unnikrishnan  7 min read 

Customer Service is an integral part of customer experience. In fact, according to stats, ‘90% of Americans use customer
service as a factor in deciding whether or not to do business with a company.’ Well, you can’t mess up when it comes to
customer service then. When that’s the case, you’ll need skilled employees, proper strategies and a robust customer service
software to level up your game.

10 Best Customer Service Software in 2020

If you were to google customer service tools, you would find tons of them in your search results with similar features. And how
confusing that would be! We totally get that. After some serious research and comparisons of a multitude of tools, we have
come up with the 10 best customer service tools that 2020 has to offer you.

1. Freshdesk

2. Zendesk

3. Zoho Desk

4. Intercom

5. Salesforce Service Cloud

6. LiveAgent

7. Hubspot Service Hub

8. HappyFox

9. Helpshift

10. ServiceNow

1. Freshdesk
Freshdesk is one of those big names in the industry that delivers a self-service, AI-driven and omnichannel customer service
solution for you. The solutions of Freshdesk are used by an eminent clientele that includes Honda, Toshiba and Cisco etc.

Streamline customer conversations in a single place, collaborate with teams to deliver solutions faster and automate your
workflow with the help of a multitude of features.

The cloud-based customer service software offers you relevant features like:

Multi-channel communication

Email integrations

Integration tracking

Real-time chat

SLA Management (Service Level Agreement)

Ticket management

Complaint classification

Electronic signature

Scheduling and many more.

Freshdesk also offers you the provision to video chat with clients which in turn can help you improve customer
relationships. The ticket-based solution provides a complete tracking system for almost all sorts of communication with your
customers. Yet on the downside, it has a mediocre mobile app with an unstable notification system and expensive pricing
plans.

Pricing: Starts at $15 per month. Free Version Available

2. Zendesk

Arguably, the most popular customer service software, Zendesk has a powerful set of tools to elevate customer service and
engagement. The ticket management system can help you manage hundreds of tickets every day and resolve queries via
various channels like phone, email, web, social media and mobile app. You can completely focus fully on conversations instead
of the workflow by leveraging features like:

Customer History

Automatic Ticket Creation

Blended Call Centre

Call Recording

Call Scripting

Interactive Voice Response

Real-time Chat

Queue Management

Quality Assurance Management

Customer Complaint Tracking

SLA Management

Well, the most reliable attributes of Zendesk remains ticket raising and auto-fill forms that help resolve issues during a call
and knowledge base that helps customers use the solution efficiently. However, the UI is not very intuitive and the
customizable options of the customer support tool are limited.

Pricing: Starts at $5 per agent per month. A free trial is available.

3. Zoho Desk

Zoho Desk is yet another top-of-the-line tool in our list of customer service software. Claiming to be the first-ever
contextualised helpdesk software, Zoho Desk helps you connect through multiple channels and thereby, gives you a wider
reach to resolve issues and retain customers better. The free customer service software has all the important features that you
would need like:

Alerts

Customizable Branding

Multi-channel Communication

Real-time Chat

Service Level Agreement (SLA) Management

Automated Routing

Call Logging

Call Recording

Call Scripting
 Automated Routing

This affordable AI-powered ticketing tool with its intuitive UI, seamless integrations and flexibility make for a great option
though the advanced features have a steep learning curve.

Pricing: Starts at $12 per agent per month. Free Version Available.

4. Intercom

With over 30,000 paying customers to their credit, Intercom is one of the most popular customer service software in the
market. The platform serves an eminent list of clientele that includes biggies like Shopify, Atlassian, New Relic etc. Grow your
enterprise by building strong customer relationships through scalable messaging powered by chatbots to provide a
personalised customer experience. The mobile-friendly customer service platform even provides guided product tours to
provide you with a deeper understanding of the product. Here are some of the best features of Intercom:

Performance Metrics

Queue Management

Live Chat

Customisable Bots

Self Service Portal

Mobile Optimised Emails

Auto Responders

Segmentation

Geo-Targeting

Customisable Branding

The software with its improved features and updates continue to provide services that are fairly good and would definitely
make a great customer service software for your organization.

Pricing: Plans start at $39 per month. Free Trial Available.

5. Salesforce Service Cloud

Salesforce Service Cloud is a customer service platform built on its parent platform being Salesforce’s CRM software. Provide
personalised customer experience through multiple channels, manage tickets and automate workflows by leveraging the 360-
degree view of your customers that the software delivers. Here are some other features of the tool that will help you
streamline customer service related processes:

Blended call Centre

Call Logging and Scripting

Queue Management

Self Service Portal

Escalation

Live Chat

Appointment Management

Service Level Agreement Management(SLA)

Email Integration

IT Asset Management

With its 24/7 cloud-hosted services and interesting suite of features, Salesforce Service Cloud is a customer service software
that can’t be ignored even though it’s a tad expensive with a steep learning curve.

Pricing: Starts at $25 per user per month. Free Trial Available.

6. LiveAgent

LiveAgent is yet another customer service software in our list that serves large enterprises like BMW, Yamaha, Huawei etc. in
providing robust customer service solutions. With LiveAgent your agents can resolve tickets and manage customer issues from
a single platform irrespective of the source from which it is identified. The customer service tool provides a suite of mandatory
features that a good platform should have:
features that a good platform should have:

Escalation

Performance Metrics

Live Chat

Queue Management

Social Media Integration

Service Level Agreement Management

Automated Routing

Email Integration

Screen Sharing

Third-Party Integration

Flexible management of tickets, efficient features, intuitiveness, an appealing UI etc. definitely makes LiveAgent a tool to be
considered for your enterprise.

Pricing: Starts at $15 per month. Free Version Available.

7. Hubspot Service Hub

Hubspot’s Service Hub is a comprehensive customer service software that helps you engage with customers and resolve tickets
painlessly by simultaneously aligning marketing and sales operations supported by its CRM software. Service Hub offers all
the required features that include:

Canned Responses

Geo-Targeting

Proactive Chat

Third-Party Integration

Website Visitor Tracking

Customisable Branding

Performance Metrics

Alerts

Email Management

Queue Management

Ticket Organization

Shared Inbox

Reporting Functionality
With advanced ticket management systems, free live-chat tools, the ability to record video and answer customer questions in
real-time, Hubspot Service Hub is truly one of the best customer support tools out there.

Pricing: Starts at $35 per user per month.

8. Happyfox

Happyfox is a customer service software that supports you in delivering relevant customer service solutions via multiple
channels and devices like web, email, social media, phone, mobile, tablets etc. The help desk software helps you integrate with
various business applications to improve and streamline your workflow. Some of the main features that Happfox provides
include:

Canned Response

Bulk Actions

Alerts

Customisable Branding

Real-time Chat

Service Level Agreement Management

Automated Routing

Project Mangement

Issue Scheduling

Queue Management

Email Management

Social Media Integration

Happyfox is a great customer service software considering its flexibility, remarkable features, reliable ticket templates,
intuitiveness and powerful real-time reporting.

Pricing: Starts at $29 per agent per month.

9. Helpshift
Helpshift is a digital customer service software that provides solutions and helps you engage with customers through apps,
website and multiple devices. Integrated bots, in-app and web messaging, AI-powered in-app and web knowledge base, etc.
are some of the best characteristics of Helpshift. The other features of the customer service platform include:

Email Integration

Customisable branding

Interaction Tracking

Multi-channel Communication

Real-time Chat

Service Level Agreement Management

Canned Responses

Geo-Targeting

Proactive Chat

Workflow Management

Helpshift is a pretty decent tool that allows you to make reports, filter tags and solve customer issues painlessly. Yet, the tool
has a drawback when it comes to removing resolved tickets from the open queue.

Pricing: Contact to get a quote

10. ServiceNow

ServiceNow is the final customer service software in our list of the best. Improve customer experience by keeping track of the
trends and delivering solutions proactively. The mobile-friendly ticket management tool has a lot of useful features to its
name like:

Alert
 Alert

Performance Metrics

Self Service Portal

Email Management

Live Chat

Virtual Assistant

Social Media Integration

Appointment Management

Work Collaboration

ServiceNow is an intuitive tool that helps you collaborate work across departments to streamline workflow and improve
efficiency. However, its loading time is comparatively slow compared to its peers.

Pricing: Contact to get a quote.

Conclusion
Customer demands and expectations are changing with time. The decade exhibits customers with a strong understanding of
what they want and of course, there is a multitude of options in front of them and they very well know that they can switch to
better ones. One wrong move and your customers could leave you for your competitors. So, you need to play along with the
changing trends and provide the best experience and services to your customers using a tool that will comply with the needs of
your enterprise.

Athira Unnikrishnan
Content Marketer at SurveySparrow

Just a plain soul enthralled by the power of words and the aroma of food!
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