Top 45 Customer Service Software

2022's Best 45 Customer Service Systems

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1. Customer Thermometer

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $29 per month
  • Mar 08, 2022
Compare Customer Thermometer Vs. Customer Thermometer

Customer Thermometer software is an on-premise cloud-hosted Customer Support solution that helps its users to receive real-time and actionable feedback from every email they send. The platform is a business application that users can use to gauge the mood of their customers through a 1-click respons...


2. Zoho Support

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $12 per user/month
  • Mar 09, 2022
Compare Zoho Support Vs. Customer Thermometer

Zoho Desk is a cloud-based help desk solution designed to cater to businesses of all sizes. Some of its core features include customer support portal, contract management, and report creation.


3. Pipeline Pilot

  • Best for: Small business, Medium business, Private use
  • Price:
  • Mar 31, 2022
Compare Pipeline Pilot Vs. Customer Thermometer

Pipeline Pilot is a cloud-based data analytics and simulation software that is specifically designed for scientists and scientific research. The software is used to automate the processes of analyzing and reporting scientific data.


4. Cisco WebEx Support Center

  • Best for: Medium and large size businesses
  • Price: starts at $13.50 per user/month
  • Nov 11, 2022
Compare Cisco WebEx Support Center Vs. Customer Thermometer

Cisco Webex Support Center is a customer service software developed to empower businesses with customer service support.


5. Sales Service Cloud

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $25 per user/month
  • Jun 23, 2022
Compare Sales Service Cloud Vs. Customer Thermometer

Sales Service Cloud is a customer service software that can help users to manage their customer service from any device, anytime, anywhere. Users can also include the one-touch service directly in their products. Whether you are online from smartphone or a desktop, you have everything to resolve pro...


6. CSDP Service Relationship

  • Best for: Small, medium and large size businesses
  • Price:
  • Jul 16, 2022
Compare CSDP Service Relationship Vs. Customer Thermometer

CSDP Service Relationship is a solution for management of the Service Delivery Lifecycle. The software is designed to support service relationship management by unifying field service, customer service and reverse logistics to provide service delivery as a revenue generator in an organization. Cu...


7. HEAT Cloud Solutions

  • Best for: Medium and large size businesses
  • Price: starts at $1,695 per user/month
  • Jul 25, 2022
Compare HEAT Cloud Solutions Vs. Customer Thermometer

HEAT Cloud Solutions provides a powerful Service Management tool that can seamlessly integrate both the Client and Services function of a business. The software has been built specifically for the cloud with the goal of improving daily service operations to make it responsive and aligned with a busi...


8. Kayako Fusion

  • Best for: Small, medium and large size businesses
  • Price: starts at $60 per agent/month
  • Sep 19, 2022
Compare Kayako Fusion Vs. Customer Thermometer

Kayako Fusion is a help desk management solution for businesses of all sizes. Its capabilities include request tracking, ticketing management, customization, and others. The software was designed and launched by Kayako Limited headquartered in London, United Kingdom.


9. Envision Med Spa

  • Best for: SMBs
  • Price: starts at $199 per month
  • Oct 01, 2022
Compare Envision Med Spa Vs. Customer Thermometer

Envision Med Spa is an award-winning cloud-based Customer Service software, it is designed to support small and medium size business. Envision Med Spa received a rating of 4.3 from ITQlick team. The software cost is considered average (2.8/5) when compared to other solutions in their category.


10. Supportbench Software

  • Best for: SMBs
  • Price: starts at $50 per feature/month
  • Feb 18, 2022
Compare Supportbench Software Vs. Customer Thermometer

Supportbench Software is a leading cloud-based CRM software, it is designed to support small and medium size business. Supportbench Software received a rating of 4.5 from ITQlick team. The software cost is considered affordable (1.3/5) when compared to alternative solutions.


Pricing Guide - Customer Service Software:

Customer Relationship Management (CRM) Software Price Range

Most CRM software in the market are priced on a per-user, per-month basis; hence, businesses can expect to pay between the range of $10 to $200 per user monthly. There are also some CRM products with yearly pricings and others with perpetual licenses.

The above price range depends on the sophistication of the CRM products feature-wise, as well as the number of user accesses or accounts paid for. Some CRM software within the above price ranges are Zendesk Sell, which starts from $19 monthly per user, FreeAgent CRM pricing starts from $25 monthly per user, and GreenRope costs between $149 for up to 1,000 contacts to $699 for up to 50,000 contacts.

In addition, CRM products target different sizes of organizations, and their price ranges are as follows:

  • Small Businesses can expect to pay between the range of $10 to $25 for CRM software. The prices are set on a per user per month basis. For example, Zoho CRM costs $12 per user per month, Fresh Sales costs $13 per user, per month, and Copper pricing starts $19 per user per month. In addition to this, some products offer small businesses very basic packages which can be gotten for free.
  • Medium Businesses can expect to pay between $25 to $50 for CRM software. While most products for medium-sized businesses are priced on a per user, per month basis, the number of employees or registered users will determine the prize of the software per user. For example, Hubspot costs up to $30 per user monthly but $50 monthly for two users. Others are Benchmark ONE, which costs $40 monthly per user, and Skynamo, which is priced at $46 per user monthly.
  • Large Businesses can expect prices that fall within $50 to $200 for CRM products. CRM offerings for large business organizations typically come with more features; hence, there may be separate fees for installation, setup, or training. Some CRM software within this tier are FreeAgent CRM, which costs $130 price monthly per user; GreenRope costs between $149 for up to 1,000 contacts to $699 for up to 50,000 contacts , and Quick Base pricing falls around $500 monthly for a number of users.

CRM best of breeds and their price ranges are as follows:

  • Marketing Automation Software Marketing automation products can be divided into three tiers, each carrying prices that range from $0 to $19, $19 to $50, and $50 upwards, respectively. For instance, Active Campaign pricing starts from $15 monthly per user, Hubspot Marketing Automation costs up to $50 per user monthly, and Integrated Marketing Portal pricing is around $50 per user monthly.
  • Lead Management Software The pricing for Lead management products in the market usually varies between $11 and $60 upwards. These price ranges depend on the level of the products offerings and the number of registered users per month. For example, SalesExec pricing starts from $65 per user monthly, Salesforce Essentials costs around $25 per user monthly, and Lead Capsule pricing starts from around $500 per month for a number of years.
  • SalesForce Automation Software SalesForce automation products pricing ranges from $13 to $50 upwards, depending on the level of their offerings and the number of registered accounts per month. The prices are set per user, per month; hence, SAA software pricing like Really Simple System starts from $14 per user monthly, Pepperi pricing is around $48 per user monthly, and Cliently costs up to $39 per user per month.
  • Contact Management Software Most contact management products in the market are priced on a per month basis, and there are typically set limits to the number of contacts each user can manage on the software. Depending on the level of offers, prices may fall between $0 to $14, $14 to $25, and $25 to $400. For example, Infloflo pricing starts from around $100 per month, DejaOffice PC CRM costs up to $50 monthly, and AirTable pricing starts from $14 per month.
  • Email Marketing Software Email marketing products are priced per month, and there are usually limits on the number of subscribers or emails for each user monthly. The prices range from $0 and $30 upwards, depending on the package level. For example, Constant Contact pricing starts from $20 per month, SendinBlue pricing starts from $25 per month, and Campaigner costs around $19 per month.

11. Healthcare Relationship Cloud

  • Best for: Small, medium and large size businesses
  • Price: starts at $300 per month
  • Feb 15, 2022
Compare Healthcare Relationship Cloud Vs. Customer Thermometer

Healthcare Relationship Cloud is a fast growing cloud-based Customer Service software, it is designed to support small, medium and large size business. Healthcare Relationship Cloud received a rating of 2.5 from ITQlick team. The software cost is considered affordable (2/5) when compared to alterna...


12. ServiceNow

  • Best for: Small, medium and large size businesses
  • Price: starts at $100 per user/month + standard ITSM package
  • Oct 24, 2022
Compare ServiceNow Vs. Customer Thermometer

ServiceNow is a Help Desk and CRM software created for small to large companies. Its key features include Marketing Automation, Knowledge Management, Customer Support, Audit Management, Self-Service Portal, Customer Service, and more functions to digitize workflow and improve customer experience.


13. Oracle Service Cloud

  • Best for: Small, medium and large size businesses
  • Price: starts at $90 per license
  • Feb 23, 2022
Compare Oracle Service Cloud Vs. Customer Thermometer

Oracle Service Cloud is a web based customer relationship management solution for businesses of all sizes. It offers such services as knowledge management, policy administration, field service management, and others. The software was designed and launched by Oracle Corporation headquartered in Calif...


14. Zervicio

  • Best for: SMBs
  • Price: starts at $20 per user/month
  • Mar 02, 2022
Compare Zervicio Vs. Customer Thermometer

Zervicio is an award-winning cloud-based CRM software, it is designed to support small and medium size business. Zervicio received a rating of 2.5 from ITQlick team. The software cost is considered affordable (1.5/5) when compared to alternative solutions.


15. CloudCherry

  • Best for: Small, medium and large size businesses
  • Price:
  • Oct 27, 2022
Compare CloudCherry Vs. Customer Thermometer

Cisco Webex Experience Management is a fast growing cloud-based Customer Experience Management software, it is designed to support small, medium and large size business. Cisco Webex Experience Management received a rating of 4 from ITQlick team. The software cost is considered average (2.7/5) when ...


16. Email2DB

  • Best for: Small, medium and large size businesses
  • Price: starts at $995 per year
  • Oct 29, 2022
Compare Email2DB Vs. Customer Thermometer

ThinkAutomation is a growing cloud-based Customer Service software, it is designed to support small, medium and large size business. ThinkAutomation received a rating of 3.9 from ITQlick team. The software cost is considered average (3/5) when compared to other solutions in their category.


17. Kapture CRM

  • Best for: SMBs
  • Price: starts at $35 per user/month
  • Mar 25, 2022
Compare Kapture CRM Vs. Customer Thermometer

Kapture CRM is a cloud-based platform offering users the potential to run their business on a robust, secure and scalable way. It offers expansive solutions for the sales needs of the users starting from capturing the lead up to creating a customer relationship and in sealing the deal. This program ...


18. Nimsoft Service Desk

  • Best for: Start up, Small business, Medium business, Large business
  • Price:
  • Nov 02, 2022
Compare Nimsoft Service Desk Vs. Customer Thermometer

Nimsoft Service Desk is a growing cloud-based Customer Service software, it is designed to support small, medium and large size business. Nimsoft Service Desk received a rating of 3.9 from ITQlick team. The software cost is considered affordable (2.5/5) when compared to alternative solutions.


19. CustomerWise

  • Best for: Start up, Small business, Medium business, Large business
  • Price:
  • May 17, 2022
Compare CustomerWise Vs. Customer Thermometer

CustomerWise is a comprehensive customer support and business process management solution that is ideal for the unique requirements of B2B technology companies. By integrating support and service ticket management, customer self-service, license and contract management, and a product knowledgebase...


20. Enterprise Planning and Budgeting

  • Best for: Start up, Small business, Medium business, Large business
  • Price:
  • Nov 18, 2022
Compare Enterprise Planning and Budgeting Vs. Customer Thermometer

Enterprise Planning and Budgeting is a growing cloud-based Customer Service software, it is designed to support small, medium and large size business. Enterprise Planning and Budgeting received a rating of 4.7 from ITQlick team. The software cost is considered average (2.9/5) when compared to other...


21. b1Desktop

  • Best for: SMBs
  • Price:
  • Nov 15, 2022
Compare b1Desktop Vs. Customer Thermometer

b1Desktop is a growing cloud-based Customer Service software, it is designed to support small and medium size business. b1Desktop received a rating of 3.7 from ITQlick team. The software cost is considered affordable (1.5/5) when compared to alternative solutions.


22. [email protected] CRBM

  • Best for: Small businesses and start ups
  • Price: starts at $13 per user/month
  • Nov 17, 2022
Compare [email protected] CRBM Vs. Customer Thermometer

[email protected] CRBM is a trending cloud-based Customer Service software, it is designed to support small and medium size business. [email protected] CRBM received a rating of 3.2 from ITQlick team. The software cost is considered average (3.3/5) when compared to other solutions in their category.


23. Sightcall

  • Best for: Small, medium and large size businesses
  • Price:
  • Aug 21, 2019
Compare Sightcall Vs. Customer Thermometer

Sightcall is an award-winning cloud-based Video Conferencing software, it is designed to support small, medium and large size business. Sightcall received a rating of 3.2 from ITQlick team. The software cost is considered affordable (2.2/5) when compared to alternative solutions.


24. DevOpsBoard

  • Best for: Start up, Small business, Medium business, Large business, Private use
  • Price: starts at $50 per month
  • Oct 31, 2019
Compare DevOpsBoard Vs. Customer Thermometer

DevOpsBoard is a growing cloud-based Customer Service software, it is designed to support small, medium and large size business. DevOpsBoard received a rating of 3.3 from ITQlick team. The software cost is considered affordable (1.7/5) when compared to alternative solutions.


25. ConceptWave Rapid CRM

  • Best for: Start up, Small business, Medium business, Large business
  • Price:
  • Nov 22, 2022
Compare ConceptWave Rapid CRM Vs. Customer Thermometer

ConceptWave Rapid CRM is a growing cloud-based Customer Service software, it is designed to support small, medium and large size business. ConceptWave Rapid CRM received a rating of 4.4 from ITQlick team. The software cost is considered affordable (1.9/5) when compared to alternative solutions.


26. Relationship Marketing

  • Best for: Medium and large size businesses
  • Price:
  • Nov 29, 2022
Compare Relationship Marketing Vs. Customer Thermometer

Epiphany CRM is a customer relationship management solution for businesses of all sizes. It also offers various useful resource management, marketing, and analytics capabilities. The software was designed and launched by Epiphany Inc and is now a product of Infor headquartered in New York...


27. Logicalware

  • Best for: Medium and large size businesses
  • Price: starts at $59 per user/month
  • Nov 29, 2022
Compare Logicalware Vs. Customer Thermometer

At Logicalware we work with a wide range of UK and international companies, helping them to provide a better all-round customer experience. We offer a smart, efficient cloud – hosted solution to enable customers to manage their inbound email and social media interactions in one place. By streamlinin...


28. SimpleFeedback

  • Best for: Small business, Medium business, Large business, Private use
  • Price: starts at $9 per month
  • May 30, 2022
Compare SimpleFeedback Vs. Customer Thermometer

SimpleFeedback is a trending cloud-based Feedback Management software, it is designed to support small, medium and large size business. SimpleFeedback received a rating of 4.4 from ITQlick team. The software cost is considered average (3/5) when compared to other solutions in their category.


29. Ciboodle

  • Best for: Start up, Small business, Medium business, Large business
  • Price:
  • Nov 24, 2022
Compare Ciboodle Vs. Customer Thermometer

Verint is a growing cloud-based Customer Service software, it is designed to support small, medium and large size business. Verint received a rating of 4.7 from ITQlick team. The software cost is considered affordable (2.2/5) when compared to alternative solutions.


30. Business Service Insight

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $1,000 per month
  • Jun 09, 2022
Compare Business Service Insight Vs. Customer Thermometer

Business Service Insight is a fast growing cloud-based Customer Service software, it is designed to support small, medium and large size business. Business Service Insight received a rating of 3.6 from ITQlick team. The software cost is considered affordable (1.8/5) when compared to alternative sol...


31. Customer Interaction Center

  • Best for: Start up, Small business, Medium business, Large business
  • Price:
  • Jun 08, 2022
Compare Customer Interaction Center Vs. Customer Thermometer

Customer Interaction Center is a growing cloud-based Customer Service software, it is designed to support small, medium and large size business. Customer Interaction Center received a rating of 4 from ITQlick team. The software cost is considered average (3/5) when compared to other solutions in th...


32. Request Tracker

  • Best for: SMBs
  • Price: starts at $125 per feature/month
  • Jun 02, 2022
Compare Request Tracker Vs. Customer Thermometer

Request Tracker is an issue tracking system that can help users with their help desk ticketing needs and manage workflow processes. The software is web-based and can be accessed from any internet-enabled device. Moreover, the full enterprise-ready system is completely free and is available under an ...


33. GNU Bazaar

  • Best for: Start up, Small business, Medium business, Large business
  • Price:
  • Jun 08, 2022
Compare GNU Bazaar Vs. Customer Thermometer

GNU Bazaar is a leading cloud-based Customer Service software, it is designed to support small, medium and large size business. GNU Bazaar received a rating of 4.6 from ITQlick team. The software cost is considered average (3.5/5) when compared to other solutions in their category.


34. Accelrys informatics

  • Best for: Small, medium and large size businesses
  • Price:
  • Nov 17, 2022
Compare Accelrys informatics Vs. Customer Thermometer

Dassault Systemes is a fast growing cloud-based Customer Service software, it is designed to support small, medium and large size business. Dassault Systemes received a rating of 4.5 from ITQlick team. The software cost is considered average (2.8/5) when compared to other solutions in their categor...


35. Mobile Field Report

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $30.51 per user/month
  • Jun 21, 2022
Compare Mobile Field Report Vs. Customer Thermometer

Mobile Field Report is a growing cloud-based Customer Service software, it is designed to support small, medium and large size business. Mobile Field Report received a rating of 4.2 from ITQlick team. The software cost is considered affordable (2.3/5) when compared to alternative solutions.


36. SupportCenter Plus

  • Best for: Small, medium and large size businesses
  • Price: starts at $495 per user/month
  • Sep 14, 2019
Compare SupportCenter Plus Vs. Customer Thermometer

SupportCenter Plus is a customer service and help desk solution for businesses of all sizes. It offers such services as ticket management, contact management, service management, and others. The software was designed and launched by Zoho Corp headquartered in Tamil Nadu, India.


37. Marketing Services CloudTM (MSC)

  • Best for: Small, medium and large size businesses
  • Price: starts at $25 per user/month
  • Mar 17, 2020
Compare Marketing Services CloudTM (MSC) Vs. Customer Thermometer

Marketing Services CloudTM (MSC) is a growing cloud-based Customer Service software, it is designed to support small, medium and large size business. Marketing Services CloudTM (MSC) received a rating of 3.6 from ITQlick team. The software cost is considered average (3.5/5) when compared to other s...


38. Robotic Surgery

  • Best for: Medium and large size businesses
  • Price:
  • Sep 10, 2019
Compare Robotic Surgery Vs. Customer Thermometer

Robotic Surgery is a fast growing cloud-based Customer Service software, it is designed to support medium and large size business. Robotic Surgery received a rating of 3.9 from ITQlick team. The software cost is considered average (3.2/5) when compared to other solutions in their category.


39. Real User Monitor

  • Best for: Medium and large size businesses
  • Price:
  • Aug 21, 2019
Compare Real User Monitor Vs. Customer Thermometer

Real User Monitor is a growing cloud-based Customer Service software, it is designed to support medium and large size business. Real User Monitor received a rating of 4.9 from ITQlick team. The software cost is considered affordable (1.6/5) when compared to alternative solutions.


40. Nuance Dragon NaturallySpeaking v-12

  • Best for: Small, medium and large size businesses
  • Price: starts at $500 per license
  • Aug 13, 2019
Compare Nuance Dragon NaturallySpeaking v-12 Vs. Customer Thermometer

Dragon NaturallySpeaking Premium is a speech recognition software that can turn speeches into text and help users with their virtual computer tasks starting from creating documents to giving voice commands. Users can control their computer with their voice and help them by quickly capturing ideas an...


41. coresuite mobile solutions

  • Best for: SMBs
  • Price: starts at $30 per user/month
  • Aug 17, 2019
Compare coresuite mobile solutions Vs. Customer Thermometer

coresuite mobile solutions is a growing cloud-based Customer Service software, it is designed to support small and medium size business. coresuite mobile solutions received a rating of 3.5 from ITQlick team. The software cost is considered affordable (2.3/5) when compared to alternative solutions.


42. PushManager

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $29 per month
  • Mar 19, 2020
Compare PushManager Vs. Customer Thermometer

PushManager is a fast growing cloud-based Customer Service software, it is designed to support small, medium and large size business. PushManager received a rating of 4.5 from ITQlick team. The software cost is considered average (2.6/5) when compared to other solutions in their category.


43. Tigerlily

  • Best for: Medium and large size businesses
  • Price: starts at $315 per user/month
  • Oct 31, 2019
Compare Tigerlily Vs. Customer Thermometer

Tigerlily is a social media management solution for businesses of all sizes. It offers a comprehensive suite featuring services for social media publishing, listening, analytics, integration, and management. The software was designed and launched by Tigerlily headquartered in New York, Un...


44. Returngoods

  • Best for: SMBs
  • Price: starts at $29.99 per user/month
  • Aug 31, 2019
Compare Returngoods Vs. Customer Thermometer

Returngoods is a fast growing cloud-based Call Center software, it is designed to support small and medium size call centers. Returngoods 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.


45. ReadyReturns

  • Best for: Small, medium and large size businesses
  • Price: starts at $99 per month
  • Mar 19, 2020
Compare ReadyReturns Vs. Customer Thermometer

ReadyReturns is a leading cloud-based Customer Service software, it is designed to support small, medium and large size business. ReadyReturns received a rating of 4.3 from ITQlick team. The software cost is considered affordable (2.4/5) when compared to alternative solutions.



A Buyer's Guide to Customer Service 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 - 2022 best Customer Service Software

2022 best Customer Service Software | ITQlick.com
Finding the right Customer Service software for your business
Proper Customer Service software selections are the precursor to successful deployment and business growth. Finding the right Customer Service 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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Author - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.