Top 19 Customer Service Software

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)
Functionality score
Software review
Compare
Customer
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
97/100
Pricing 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
5.8/10
License pricing license pricing (if provided by the software vendor)
$29 per month
Functionality
9
Compare
Zoho
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
94/100
Pricing 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 user/month
Functionality
43
Review
Pipeline
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
87/100
Pricing 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
5.6/10
License pricing license pricing (if provided by the software vendor)
Pricing not available
Functionality
4
Cisco
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
85/100
Pricing 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
6.6/10
License pricing license pricing (if provided by the software vendor)
$24 per user/month
Functionality
6
Review
Sales
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
83/100
Pricing 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)
$90 per user/month
Functionality
43
Review

TOP 19 Customer Service Software

We publish unbiased reviews, our opinions are our own and are not influenced by payments from advertisers. Learn more in our advertiser disclosure.

1. Customer Thermometer

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $29 per month
  • Jul 13, 2020
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
  • Jul 14, 2020
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:
  • Aug 09, 2020
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 $24 per user/month
  • Nov 04, 2020
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 $90 per user/month
  • Aug 25, 2020
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:
  • Sep 01, 2020
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
  • Sep 04, 2020
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 $15 per user/month
  • Sep 01, 2020
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
  • Sep 05, 2020
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. ServiceNow

  • Best for: Small, medium and large size businesses
  • Price: starts at $30,000 per year + standard ITSM package
  • Feb 16, 2021
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.


11. Healthcare Relationship Cloud

  • Best for: Small, medium and large size businesses
  • Price: starts at $300 per month
  • Oct 19, 2020
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. Supportbench Software

  • Best for: SMBs
  • Price: starts at $35 per user/month
  • Oct 22, 2020
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.


13. Oracle Service Cloud

  • Best for: Small, medium and large size businesses
  • Price: starts at $90 per license
  • Nov 21, 2020
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 $1,200 per user/month
  • Dec 16, 2020
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: Has a free version
  • Oct 30, 2019
Compare CloudCherry Vs. Customer Thermometer

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


16. Email2DB

  • Best for: Small, medium and large size businesses
  • Price: starts at $595 per license
  • Feb 16, 2021
Compare Email2DB Vs. Customer Thermometer

Email2DB is a growing cloud-based Customer Service software, it is designed to support small, medium and large size business. Email2DB 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
  • Feb 20, 2021
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:
  • Feb 28, 2021
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:
  • Dec 25, 2019
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...



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 - 2021 best Customer Service Software

2021 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.



Recent Customer Service Articles

24 Oct

Enterprise CRM: Microsoft Dynamics AX, Oracle, and SAP

Enterprise customer relationship management (CRM) systems are designed for large businesses with varying needs and multi-faceted customer-facing approaches, but it works equally good for small enterprises. With multiple departments and sales teams, i...... read more


08 Oct

2018 Best CRM Solutions for Casinos

Casino customer relationship management (CRM) software is designed to enable casino managers to monitor players and keep a close watch on the relative value of repeat customers. In a casino environment, customer service is critical and each type of c...... read more


22 Jul

How to Choose Help Desk Software: 5 Mistakes To Avoid

Customer service is the key to a successful business. So you cannot compromise with your help desk. Choosing the best help desk software can be tricky. Nevertheless here are a few common help desk software selection mistakes that some enterprises mak...... read more


Author
Shlomi Lavi - admin

Shlomi Lavi

Website Linkedin Facebook Twitter

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.