Top 23 Customer Care Software

TOP 23 Customer Care Software

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1. monday.com

  • Best for: Small, medium and large size businesses
  • Price: starts at $8 per seat/month
  • Mar 12, 2022
Compare monday.com Vs. monday.com

monday.com is both a cloud-based as well as an on-premise software solution that was developed mainly to assist in project and team management. The software fosters team collaboration as it connects and allows team members to work together on any project.


2. Radian6

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $1,000 per organization/month
  • Mar 12, 2022
Compare Radian6 Vs. monday.com

Radian6 is a cloud-based social media monitoring & analysis that offers automated tracking of conversations across various online channels from websites to social media.


3. BirdEye

  • Best for: Small, medium and large size businesses
  • Price: starts at $3,000 per year
  • Mar 07, 2022
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Birdeye is a cloud-based reputation management software that is designed to assist businesses in converting their customers into an influential marketing engine.


4. k-eCommerce

  • Best for: SMBs
  • Price: starts at $399 per month
  • Mar 07, 2022
Compare k-eCommerce Vs. monday.com

k-eCommerce is a fast growing cloud-based eCommerce software, it is designed to support small and medium size business. k-eCommerce received a rating of 3.9 from ITQlick team. The software cost is considered average (2.8/5) when compared to other solutions in their category.


5. Deskero

  • Best for: Small, medium and large size businesses
  • Price: starts at $9 per agent/month
  • May 14, 2022
Compare Deskero Vs. monday.com

Deskero software is a cloud-based help desk management platform built for all scopes of businesses. The primary features of Deskero software include advance ticketing, social & chart, custom style, productivity & reporting, public portal, total integration, and perfect security.


6. Statusbrew

  • Best for: SMBs
  • Price: starts at $129 per month
  • Jan 17, 2022
Compare Statusbrew Vs. monday.com

Statusbrew is a cloud-based social media management solution that is designed to offer content management and customer targeting tools.


7. Conversocial

  • Best for: Small, medium and large size businesses
  • Price:
  • Aug 02, 2022
Compare Conversocial Vs. monday.com

Conversocial is a social customer service solution that can help users to integrate social media into their contact center for providing top notch social customer service. The social customer service platform is highly flexible and can be configured according to your workflows and requirements. ...


8. Reputology

  • Best for: Small, medium and large size businesses
  • Price: starts at $110 per user/month
  • Jun 03, 2022
Compare Reputology Vs. monday.com

Reputology is a reputation management software designed as an online platform for review management and monitoring. The software enables users to monitor, respond to, and analyze customers online reviews in real-time.


9. Iridize Software

  • Best for: Small, medium and large size businesses
  • Price: starts at $500 per month
  • Apr 10, 2022
Compare Iridize Software Vs. monday.com

Iridize, acquired by oracle, is a learning management software designed to help businesses train their employees, track their performances, and improve profitability.


10. Brain

  • Best for: Small, medium and large size businesses
  • Price:
  • Feb 21, 2022
Compare Brain Vs. monday.com

Brain/BRN.ai is an artificial intelligence software that transforms e-commerce businesses into AIcommerce suite for sales maximization. The software ensures that consumers can reach your team via chats for enquiries or order for products or services; this way, sales funnels can be built without comp...


11. Sprinklr

  • Best for: Small, medium and large size businesses
  • Price:
  • Feb 19, 2022
Compare Sprinklr Vs. monday.com

Sprinklr is a cloud-based social networking and customer experience management solution designed for businesses and lets the user run social media campaigns on different platforms including Twitter, Facebook, and Instagram.


12. Tenfold Sales Dialer

  • Best for: Small, medium and large size businesses
  • Price: starts at $20 per user/month
  • Feb 26, 2022
Compare Tenfold Sales Dialer Vs. monday.com

Tenfold Sales Dialer is a software designed to enhance the customer experience of the user in which every customer data is combined giving the users a unified view.


13. TrackGo

  • Best for: Small businesses and start ups
  • Price: starts at $95 per 3 users/month
  • Feb 23, 2022
Compare TrackGo Vs. monday.com

TrackGo is a web based field service management solution for small and medium sized businesses. It offers such services as GPS mapping, route planning, contact management, and others. The software was designed and launched by TrackGo LLC headquartered in Texas, United States.


14. CustomerICare Live Chat

  • Best for: Small, medium and large size businesses
  • Price: starts at $12 per license
  • Feb 23, 2022
Compare CustomerICare Live Chat Vs. monday.com

CustomerICare Live Chat is a customer live chat solution for businesses of all sizes. It offers such capabilities as geo-tagging, customizable branding, visitor tagging, and others. The software was designed and launched by CustomerICare headquartered in Poland.


15. RelayClinical EHR

  • Best for: Small, medium and large size businesses
  • Price:
  • Feb 28, 2022
Compare RelayClinical EHR Vs. monday.com

RelayClinical EHR software is a cloud-based electronic health record solution that is designed for solo doctors and medical practices of all sizes. It has a number of features that include e-Prescribing, management of results, reports, documentation of patient visits, ordering of tests, among others...


16. LiveOps

  • Best for: Small, medium and large size businesses
  • Price: starts at $95 per license
  • Feb 26, 2022
Compare LiveOps Vs. monday.com

LiveOps is a cloud based contact center platform that supports managing voice, email, SMS, chat, Twitter and Facebook channels in one single integrated customer interaction database. It can give companies a 24/7, 360-degree ability to communicate with their customers in a faster and better way. ...


17. Revegy

  • Best for: Small businesses and start ups
  • Price: starts at $35 per user/month
  • Mar 02, 2022
Compare Revegy Vs. monday.com

Revegy is a trending cloud-based Sales software, it is designed to support small and medium size business. Revegy received a rating of 4.3 from ITQlick team. The software cost is considered average (3.4/5) when compared to other solutions in their category.


18. Brand Embassy

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $70 per user/month
  • May 18, 2022
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Brand Embassy is a social media customer care software that can help users to comment and respond on the major social networks from one single solution. Users can track any mention of their products in both social networking platforms and online discussions. Brand Embassy was founded back in 201...


19. Usabilla

  • Best for: Medium and large size businesses
  • Price:
  • Sep 24, 2019
Compare Usabilla Vs. monday.com

Usabilla is an award-winning cloud-based Customer Experience Management software, it is designed to support medium and large size business. Usabilla received a rating of 3 from ITQlick team. The software cost is considered affordable (2.2/5) when compared to alternative solutions.


20. Lithium

  • Best for: Start up, Small business, Medium business, Large business
  • Price:
  • Apr 07, 2021
Compare Lithium Vs. monday.com

Lithium is a social media monitoring software designed to help users manage their social conversations and presence with their customers. Users can turn their website into an online community using this software where customer conversations will accelerate innovation, drive sales and reduce the cost...


21. Attensity

  • Best for: Start up, Small business, Medium business, Large business
  • Price:
  • Aug 16, 2019
Compare Attensity Vs. monday.com

Attensity is a social media management solution that can help users to use customer conversations as a business asset. This social analytics tool can help users to analyze, relate, listen and act on customer conversations collected from a wide range of online and social media sources. Attensity ...


22. Broadly

  • Best for: Small businesses and start ups
  • Price:
  • Aug 10, 2019
Compare Broadly Vs. monday.com

Broadly is a leading cloud-based Reputation Management software, it is designed to support small and medium size business. Broadly received a rating of 5 from ITQlick team. The software cost is considered affordable (2.2/5) when compared to alternative solutions.


23. Moxie

  • Best for: Start up, Small business, Medium business, Large business
  • Price:
  • Aug 12, 2019
Compare Moxie Vs. monday.com

Moxie is a trending cloud-based Social Media Management software, it is designed to support small, medium and large size business. Moxie received a rating of 3.9 from ITQlick team. The software cost is considered affordable (2.2/5) when compared to alternative solutions.



A Buyer's Guide to Business Software Solutions

How to Evaluate and Buy Business Software
 
If you’re somehow puzzled if this article is only for a specific size of business, no, it’s not. This is for you SMEs, MNEs and start-ups software buyers. Also, we’re not talking about a specific software solution here. Whether the software solution that you’re planning to buy is for Accounting, Business Intelligence, ERP, CRM, Help Desk, Maintenance Management or other types of application, one thing is for sure; with the help of this article, you will be able to know the right process in evaluating and buying a business software solution.
 
We’ve been into the software business for years and we’re seeing a lot of nitty-gritty things that often bring confusions and hesitations to many companies looking for better software solutions. Some companies can’t afford to let go their legacy systems while a few is encountering technological snags once the new system is in place. While this is the underlying truth behind software acquisition and implementation, what’s exciting about buying a business software solution is that there is a clear and obvious proof that thousands of companies and corporations today are happy with the benefits this technology is bringing into their respective businesses.  There is a significant increase in their revenue and the growth is on-going. And it’s easy to say; many from the Fortune 500 companies are making a lot of money because of their smartly-acquired business software.
 
So, let’s get straight to the point. What should you do in order to acquire that business software that could make your organization achieve its goals? The answer to this is pretty straightforward: evaluate and buy that right business software. Yes, that’s what you need to do and here’s the best manual from ITQlick.com that could certainly help you in doing that strategically.
 
Consider the Needs of Your Organization
Let’s assume that at this point, the entire management team agreed that you are ready to invest on a certain software application. The budget has been compromised and the key persons who will be involved in the acquisition process were already identified. Therefore, it’s time to approach things the project management way.
 
Define the Project
Every business software solution is categorized base on application type, features, deployment model, market size and pricing model. Remember that our objective here is to evaluate and buy a business software product that will fit into the size and present needs of your business. So what the project management team should try to deal with first is to define the real requirements of your business exactly base on the categories set by the software industry. Moreover, by doing this activity, you are already narrowing down your search for the right solution. Now, consider bringing this list of FAQs to the project management and aim to come up with clear-cut answers.
 
  1. What type of software is needed? Is it Integrated-Suite, Best-of-Breed or Industry-Specific? Ask your CEO’s main agenda and find the perfect match from these available options.
  2. What are the core and secondary features? Are you looking for basic, advanced or hi-end features? List down the specific features per category and allow the department managers and supervisors to give their insights on this list.
  3. How are you going to deploy the system? Would it be on-premise, cloud-based, hosted, or mobile-based? Weigh these options with the help of your CIO.
  4. Are you going for Tier 1, Tier 2 or Tier 3 vendors? Their offered solutions are base on the size of their target market - SMEs, MNEs or start-ups. Seek your CFO’s advice as it is important to match your financial capacity against the cost of the solution that the providers have for you.
  5. Are you willing to pay for the perpetuity software license or a subscription-based solution is way better? How many users are there and what would be their roles in using the system? Solicit feedbacks from future end users for they know better what challenges and risks might possibly come along their way when they’re using the system.
 
Finalize the BOM or List of Requirements
After providing definite answers on the above questions, we can say that the project has already been defined. Your procurement team is now ready to do their role in the acquisition process of this solution. However, in order for them to execute their job properly, they must have the complete list of requirements - features, specifications, hardware, and the software product. In other words, the Bill-of-Materials (BOM) that is final, complete and well-prepared must be handed over to the procurement director. Needless to say, it is very important that everybody is following the company purchasing and procurement protocols at all times.  
 
Request for Proposal (RFP)
The RFP process will bring everything into formality. Since you’re more likely in a line of business that doesn’t regularly buy software products, it is of critical importance that your RFP is well-structured before you send it to your prospect solution providers.
 
Draft the RFP
An RFP that contains all the relevant information as discussed during the project management meetings will enable the providers to return back to you their proposal that is complete and substantial. Therefore, your RFP should basically contain the following:
 
Brief Introduction
  • Company Name
  • Mission and Goals
  • Purpose of the RFP (or the need for software solution)
Business Background
  • Organizational Structure
  • Current Situation (IT infrastructure, system currently in-use, system issues and desired solutions, etc.)
  • Major Objectives of the Software Purchase
Request for Specific Requirements
  • Solution Functionality
  • System Specifications
  • Vendor Company Information
  • Price Model, Service Plans, Package Options
Other Important Inquiries (if necessary)
 
Send the RFP
Well-structured RFP will bring a lot of advantages especially when the proposals from various providers are received and then subjected for review and analysis. Send your RFP to at least three to five providers (or prospects which you have already shortlisted during the project definition phase). Depending on the complexity of the solution, most vendors will send their proposal in a matter of time, which could be around 4 to 6 weeks for Integrated-Suite solution.
 
Why still send RFP?
Is there really a need for RFP if your preferred solution (like cloud-based) and the service plans or packages are already displayed on the vendor’s website? Well, yes, you still need to undergo the RFP process. For most sales people, they certainly know that those figures appearing in the vendor’s website are usually the “list price” and not the “actual price”. More importantly, the vendor’s proposal (response to RFP) will serve as your main basis for the negotiation. Therefore, sending an RFP is a strict requirement.
 
Follow up questions relevant to RFP
More often than not, questions and concerns will be raised by the vendors to whom you send the RFP. You have to entertain them with utmost professionalism. Solution providers who are seeking further clarifications relevant to the RFP are consisting of professional software experts who wants to help your organization as much as they can. Entertain them but at the same time, always be cautious when providing additional information which you know is confidential or proprietary.
 
Evaluate the Proposals
Always refer to your finalized BOM when tabulating the contents of each proposal. Part of this process is to check the features that are available from this certain vendor and to cross out those that are not. While using spreadsheet aids the tabulation process, laying down the document proposals on the table and allowing your project management team to review them one by one should always be conducted. Evaluating the proposals in full force can help strengthen your decision-making process. Have another round of brain-storming session and come with the name of your preferred solution provider.
 
When selecting the final vendor, always promote the best interest of your organization. Consider answering these questions with full sincerity.
 
  1. Which vendor can provide the long-term benefits to your organization?
  2. Which vendor can provide the best and honest service from acquisition to full implementation?
  3. Which vendor is willing to devote most of its time in better serving its client?
 
Contact this solution provider and in your own strategic approach, try to get the answers to those three important questions above. In most cases, vendor who really wants to prove its craft will offer product demos on a higher level. Others will even invite you to check their already deployed and working systems. Feel free to connect with this type of vendor. Conduct simulation and testing, be it a cloud-based or on-premise solution. Examine all aspects and angles especially those that your project management team want to really know in-depth. For as long as it could help you arrive at a better decision, consider doing all the options available – for the interest of the organization.
 
Enter the Negotiation Process
Most solutions providers can be flexible in terms of pricing. Although the final say is oftentimes on the mouth of the sales person from the vendor’s side, a good negotiation process can always deliver a win-win situation to both parties involve. While negotiation sometimes cannot be settled in one sitting session, always be honest with your intentions whenever negotiating with your provider. If it’s about your budget, justify it with clarity. If it’s about their service plans, tell them what’s lacking or missing on their solution. At the end of the day, the most important event that should happen is that both of you are shaking hands because of a well done negotiation process.
 
Seal the Contract
So what are you going to do on a contract that involves a significant amount of investment? There are three project management approaches for this.
 
  1. Pass the ball to you legal team. They know what to do and more or less they will tell you if there is something wrong with the contract. Give them enough time to review before they affix their signature and then finally seal the contract.
  2. Hire a consultant base on the technical aspect that you want to clarify in the contract. If it’s the Scope of Work (SOW), a software implementation expert is the right person. If it is related to complex legal terms and conditions, a lawyer can help. If it has something to do with money, invite an accountant to conduct a thorough review and computation if necessary.
  3. Always consider consulting your project management team. Remember that the CIO, CFO and CEO are all team members. They will be the signatories and they know what’s best for the interest of the company when signing a contract agreement.
 
From evaluation to buying stage, it is important that the project manager must take full responsibility of monitoring all the works identified and distributed among team members. This is why delegating the right project manager is also an important consideration when buying a business software solution. And again, ITQlick.com wants to emphasize that whatever the size of your company is, using the project management approach will always lead you into a better outcome – that is getting what you paid for the right business software solution. 

Finding the right business software for your business
Proper business software selections are the precursor to successful deployment and business growth. Finding the right 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.



Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.