Best Customer Support Software

Let our Customer Support Software Experts help you find the right Software for your Business!

Last updated: Mar 21, 2019
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Hosting
Functionality score
Fit small business
Fit medium business
Fit large business
Software review
Compare
Zendesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
97/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
3.4/10
License pricing license pricing (if provided by the software vendor)
$29 Per month/user
Hosting
Cloud
Functionality score
37
Fit small business
Fit medium business
Fit large business
Software review
Zoho
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
96/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
4.2/10
License pricing license pricing (if provided by the software vendor)
$12 Per month/user
Hosting
Cloud
Functionality score
36
Fit small business
Fit medium business
Fit large business
Software review
Salesboom
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
96/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
3/10
License pricing license pricing (if provided by the software vendor)
$14 Per month/user
Hosting
Cloud
Functionality score
33
Fit small business
Fit medium business
Fit large business
Software review
Creedenz
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
94/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
4/10
License pricing license pricing (if provided by the software vendor)
Pricing not available
Hosting
On premise and Cloud
Functionality score
26
Fit small business
Fit medium business
Fit large business
Software review
Zoho
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
94/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
3.6/10
License pricing license pricing (if provided by the software vendor)
$12 Per month/user
Hosting
Cloud
Functionality score
43
Fit small business
Fit medium business
Fit large business
Software review

TOP 10 Customer Support Software

1. Zendesk

  • Best for: Start up, Small business, Medium business, Large business
  • Price: Starting from $29 Per month/user
  • Mar 20, 2019
Compare Zendesk Vs. Zendesk

Zendesk is an SaaS Suite developed to be a platform for customer service support, help desk ticketing and issue tracking. Zendesk takes customer communication from anywhere. Your website, email, phone, Twitter, Facebook, and chat and turns it into a ticket. Your support team sees everything in one p


2. Zoho CRM

  • Best for: Start up, Small business, Medium business
  • Price: Starting from $12 Per month/user
  • Mar 21, 2019
Compare Zoho CRM Vs. Zendesk

Zoho CRM is a system designed for automating and enhancing all customer relationship management processes, such as lead management, e-mail marketing, customer support and inventory management. The software was developed by Zoho Corporation, which was founded in 1996. The company creates various app


3. Salesboom Cloud CRM

  • Best for: Start up, Small business, Medium business
  • Price: Starting from $14 Per month/user
  • Mar 21, 2019
Compare Salesboom Cloud CRM Vs. Zendesk

Salesboom Cloud CRM is a cloud-based customer relationship management solution that can help customers strengthen customer relationships and increase sales. This easy to use solution offers a user friendly interface with most features just a few clicks away. This is also the first cloud CRM solution


4. Creedenz CXM

  • Best for: Small business, Medium business, Large business
  • Price:
  • Mar 21, 2019
Compare Creedenz CXM Vs. Zendesk

Creedenz CXM is Customer Experience Management software that has all the features that you would require to manage your business effectively. Unlike some of the other CRM software, Creedenz CXM was designed such that it can be deployed on any device that connects to the internet. This offers the use


5. Zoho Support

  • Best for: Start up, Small business, Medium business, Large business
  • Price: Starting from $12 Per month/user
  • Mar 21, 2019
Compare Zoho Support Vs. Zendesk

Zoho Support is an online-based help desk software that is developed to facilitate professional customer care service. This is a ideal program that will help improve the efficiency of handling customer problems. You can have am unlimited number of agents that can handle trouble tickets without any p


6. Five9 Virtual Call Center

  • Best for: Start up, Small business, Medium business, Large business
  • Price: Starting from $185 Per month/user
  • Mar 21, 2019
Compare Five9 Virtual Call Center Vs. Zendesk

Five9 is a cloud-based call center software for inbound, outbound or blended contact center functions such as telesales, support centers and telemarketing. It includes IVR, ACD and dialer features required by contact centers, as well as speech recognition and workforce optimization options. Five9 of


7. SugarCRM Enterprise

  • Best for: Start up, Small business, Medium business, Large business
  • Price: Starting from $60 Per month/user
  • Mar 21, 2019
Compare SugarCRM Enterprise Vs. Zendesk

SugarCRM Enteprise is a full-fledged solution that offers comprehensive CRM functionality supported by cutting edge technology. It is one of the editions offered by SugarCRM, supporting core CRM functionality and additional features such as offline client, enterprise reporting, and customer self-ser


8. Sellsy

  • Best for: Small business
  • Price: Starting from $50 Per month
  • Mar 21, 2019
Compare Sellsy Vs. Zendesk

Sellsy is a CRM/ERP tool that any company could use for its business operation. From speedy customer support to invoice creation, this software has it all. Sellsy is said to be so intuitive that a new user can master it in just a few hours. This tool is an all in one system with added features and


9. Saleslogix

  • Best for: Small business, Medium business, Large business
  • Price: Starting from $65 Per month/user
  • Mar 21, 2019
Compare Saleslogix Vs. Zendesk

SalesLogix is a cloud-based, mobile and on-premises CRM solution designed for companies that mainly rely on customer engagements. It delivers a full angle of client interactions across sales, support, marketing and customer service to collaborate accordingly and respond to inquiries and opportunitie


10. Freshdesk

  • Best for: Small business, Medium business, Large business
  • Price: Starting from $19 Per month/user
  • Mar 21, 2019
Compare Freshdesk Vs. Zendesk

Freshdesk is feature-packed web-based customer support solution that allows companies to provide service to their customers in many helpful ways. Freshdesk was released in June 2011 by a company with the same name that was founded by Girish Mathrubootham, an Indian national, and with his team. E



A Buyer's Guide to Customer Support Solutions

Customer Service Software Buyer’s Guide
 
Whenever you’re talking with a Customer Service Representative (CSR) for assistance or support, you will notice and there is a flow of discussion that this person from the other line wants to impose. And aside from their friendly tone (most of them), their line of questioning is somehow following a certain pattern or sequence. You probably know the reasons why a CSR wants that. Among others, their main objective is to actually provide the right solution or best possible advice to the inquiring customer. How it is being done is actually more than those patterns and flow. It extends up to the use of the so-called “Customer Service Software” or CSS.
 
Customer service software solution can be considered as a business application that manages the level of customer support rendered before, during and after the purchase or service is provided to a customer. It is also a software solution that helps the CSRs in documenting, routing, tracking, resolving and reporting on customer issues and concerns.  With the ultimate goal of resolving those issues at the fastest time and most efficient method possible, a platform often referred to as “trouble ticketing system” is in place. On this Buyer’s Guide, we from ITQlick.com will help you understand more the technology and concepts behind this business solution. Coupled with that is our goal of assisting you in finding the right CSS solution for your business.
 
Types
CSS solution comes in many types and forms depending on the size and kind of business that will use it, the preferred method of deployment, and the level of performance that it could deliver. CSS solutions can be categorized base on the following:
 
By deployment model, solutions are available as:
  • Web-based
  • On-premise
  • Operating System (OS)
    • Windows-based
    • iPhone-iPad
    • Mac
    • Android
    • Linux
    • RIM-BlackBerry
  • Open-source
  • Mobile Application
 
By business size, CSS solutions packages are available for:
  • Small Business
  • Freelancers
  • Mid Size Business
  • Large Enterprises
  • Non Profits
  • Public Administrations
 
Understanding the benefits that a CSS solution can bring into your organization is a good starting point when searching for the right solution. The benefits are:
 
  • increase the speed and efficiency of issue resolution
  • help customers in looking for quick answers via thee self-service portals containing FAQ’s, guides, video tutorials, and forums
  • offer better experience to customer through the multi-channel support tools that includes integrated phone, email, online support and social media platforms
  • allow departments, sales reps and marketers to collaborate and share information through various communication tools
  • provide key insights and analytics through reporting and time-tracking features
  • electronically record customer interactions with agents and store personal customer information for easy access
  • enables the creation of surveys and feedback forms for deeper insights
 
Features
When it comes to features, CSS solution has a lot to offer. However, a buyer like you should be very keen in knowing what these features are and what are their impacts to your customer service performance. When exploring the features available in a CSS solution, consider checking if the following can be provided:
 
  • Increased accountability
  • Improved coordination of accounts
  • Better asset management
  • Improved infrastructure scalability
  • Reduced time required to resolve issues
 
A smart way of verifying what a certain feature can deliver is by availing the 30-days trial or freeware version of the CSS solution. As you know, there are many software providers that offer this kind of service agreement as part of their sales and marketing strategy. And when doing the simulation, try to confirm if the following features are available.
 
  • Alerts
  • CRM Integration
  • Dashboard
  • Email Support
  • Email Notifications
  • Group Collaboration
  • Management Reporting
  • Instant Messaging/Live Chat
  • Multi-Language
  • Real Time Monitoring/Reporting
  • Call Routing
  • SLA Management
  • Knowledge Base
  • Customer Self Service
  • Multi-Channel Management
  • Analytics
 
Solutions per Business Size, per Vendor
Every customer has different level of customer service requirement. Help Desk, for example, is designed to meet the technical requirements of customers in the IT field. Since customers turning to call center agencies want a certain level of satisfaction on the product or service they get, they are seeking for more honest recommendations and advice. In every occasion, companies in the customer service field must be confident that they are equipped with the right tools and methods that can help them deliver total customer satisfaction. Before buying a solution, it is highly recommended that a thorough assessment of the internal and external operational aspects of the buying organization must be conducted.
 
Here are some of the important points to consider during the assessment.
 
  1. Confirm what type of customers are you really servicing – the nature of their business, industry they belong, language they speak, place they hang out, things they like and dislike, and the products they buy. Once you verify the real characteristics of the customer you want to provide a service or support with, the right software solution will be easier to pin point.
 
  1. Check your internal environment. How many are your staffs that will use the software solution. What deployment model are they comfortable in using with. What aspects of the customer service is the team slow or slacking. If you know your strengths and weaknesses as a customer service provider, you will not encounter any difficulty in getting the right CSS solution for your company.
 
After undergoing with the assessment, more or less, you can already verify which of among of these types of buyers your company belongs.
 
  • Enterprise Buyer
  • High-Volume Call Center Buyer
  • Small Business CRM Buyer
  • Field Service Buyer
 
Pricing Considerations
When buying a solution for customer service, price always matter. Some companies even conduct budget and management meetings just to calculate the Return on Investment (ROI) of the software product they want to implement into their organization. A smart way of dealing with CSS pricing is to understand the different pricing models that solution providers have on their tables. Here are those pricing models that you will most likely encounter in the market today.
 
  • Free Trial
  • Subscription
  • Premium
  • One-time Licence
 
Conducting a thorough analysis on the Total Cost of Ownership (TCO) can help you better arrive in a more accurate ROI computation. Here’s what we from ITQlick.com want to remind you about.
 
Because the trend today goes into cloud-based solutions, there is a general notion among users that cloud solution is cheaper than on-premise solution. The real deal is that not all cloud-based CSS are cheap considering the findings that you can draw upon calculating the ROI. Factors that affect cost of implementing cloud-based solutions are duration of use, add-on services or features, and training and support. When it comes to on-premise, it is becoming obvious for many that because you will also be spending for infrastructures (servers, workstation, etc.) other than software licensing, the solution will require significant amount of investment. The truth is that it is just the same with the cloud-based. You also have to consider the different factors that will go with your ROI computation.
 
TCO and ROI are both important investment guides. To begin with your computation, here is an example of a pricing model that you can analyze.
 
STANDARD
Instant service for fast growing companies
$30/user/month (billed annually)
 
PROFESSIONAL
Basic customization for any size business
$65/user/month (billed annually)
 
ENTERPRISE
Deep customization for comprehensive support
$135/user/month (billed annually)
 
PERFORMANCE
Fully integrated sales and service platform
$300/user/month (billed annually)
 
And here is a list of solution providers that you can further check relevant to your pricing considerations.
 
  • Salesforce
  • Google Apps
  • Open API
  • Microsoft Dynamics
  • Citrix
  • Microsoft Azure
  • Quickbooks Intuit
  • SAP
  • NetSuite
  • ZenDesk
  • Desk.com
  • BlazeLoop
  • SmarterTrack
  • Blue Label
 
Market Trends
Whether you still believe on the old saying “Customer is always right” or not anymore, the reality is that they are still the source of your sales revenue and you need to serve them with all honesty and efficiency. A recent survey says that 75% of all customer interactions are about customer support, so there is no reason why you shouldn’t treat your customers right.
 
Because customers keep on looking for better and faster issue resolution atmosphere, solution providers find that with social collaboration features present on their offered CSS solution, this requirement will be met. This is a clear sign that customer service is truly becoming more social these days.
 
Cloud-based customer service is a growing trend. Many companies are deploying SaaS-based platform and they are seeing this as a big help in increasing their performance in delivering customer satisfaction. On the other hand, mobile devices are also adding a new dimension to customer service.
 
This 2014, we are expecting that more and more customer service organizations will start moving forward with more holistic analytics programs for communication channels and touchpoints. And your organization could be one of them. So we further encourage you that after going through this Buyer’s Guide, start your search for the right customer service software solution.

ITQlick chart - 2019 best Customer Support Software

2019 best Customer Support Software | ITQlick.com
Finding the right Customer Support software for your business
Proper Customer Support software selections are the precursor to successful deployment and business growth. Finding the right Customer Support solutions doesnít have to be complicated, and it doesnít have to take days or weeks of your time.

After researching over 5,000 systems, we can identify the best solution for companies of all shapes and sizes. ITQlick.com is 100% free for software buyers.



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