Customer support software helps businesses manage customer inquiries, complaints, and feedback. It typically includes features like ticket management, knowledge base, chatbots, and analytics. When a customer submits a ticket, it is assigned to an agent who can respond with a solution or escalate it to a higher authority.
Customer Support Software
Customer support tools are customer relationship software that facilitates the resolution of problems encountered by customers. Before purchasing a product, they provide customers with information. After purchase, they allow customers to contact the after-sales service to make requests for information, complaints, etc.
Our selection of 20 customer support software
Streamline your customer support with software that automates ticket management, live chat, and social media integration.
Respond to customer inquiries faster and more efficiently with LiveAgent. Its ticket management system automatically organizes and prioritizes inquiries, while its live chat feature allows for real-time communication. Plus, social media integration means you can respond to customers on all platforms.
Read our analysis about LiveAgent Learn more To LiveAgent product page
Streamline customer support with an intuitive software that optimizes communication, tracks metrics, and automates workflows.
RingCentral Centre de Contact is a powerful tool that allows businesses to provide exceptional customer service by centralizing communication channels, integrating with popular CRMs, and providing real-time analytics. With features like IVR, call routing, and chatbots, agents can handle inquiries quickly and efficiently.
Read our analysis about RingCentral Centre de Contact Learn more To RingCentral Centre de Contact product page
Paid version from $15.00 /month
Streamline your customer support with this SaaS software. Enjoy features such as ticket management, automation, and reporting to improve your team's productivity.
With this software, you can easily manage customer inquiries through a centralized ticket system. Automate repetitive tasks and track key metrics through robust reporting. Boost your team's efficiency and provide better customer experiences.
Read our analysis about Help Scout Learn more To Help Scout product page
AI-powered chat and chatbot software with easy-to-use drag-and-drop interface. Customizable templates and integrations with popular platforms.
BOTNATION AI simplifies chatbot creation with its intuitive interface and pre-built templates. Integrations with Facebook, Slack, and more make it a versatile tool for businesses of all sizes. The AI-powered chatbot allows for personalized conversations with customers, increasing engagement and conversion rates.
Read our analysis about BOTNATION AI Learn more To BOTNATION AI product page
Effortlessly access and control remote devices with this software's intuitive interface and secure connection.
Zoho Assist's remote access software allows you to easily connect with remote devices across multiple platforms, and features advanced security measures to ensure your data stays protected. With its user-friendly interface, you can quickly and easily control remote devices as if you were there in person.
Read our analysis about Zoho Assist Learn more To Zoho Assist product page
Paid version from €7.00 /month
Boost conversions with AI chatbots and real-time visitor insights. Improve customer engagement and streamline sales processes.
Zoho SalesIQ's advanced chatbot capabilities and visitor tracking provide valuable data for sales teams. Personalize interactions and increase conversions with targeted messaging and proactive chat invitations.
Read our analysis about Zoho SalesIQ Learn more To Zoho SalesIQ product page
Paid version from €75.00 /month
Streamline customer support with intuitive software that prioritizes efficiency and organization.
With advanced features like automated case routing and customizable workflows, this software maximizes productivity and promotes customer satisfaction. Its user-friendly interface simplifies communication and enhances team collaboration, allowing for seamless issue resolution.
Read our analysis about Service Cloud Learn more To Service Cloud product page
Pricing on request
Streamline your customer support process with powerful software that automates tasks, tracks customer interactions, and provides detailed reporting.
With our customer support software, you can easily manage tickets, assign tasks, and collaborate with team members. Plus, our robust reporting options give you valuable insights into your team's performance and customer satisfaction levels. Say goodbye to manual processes and hello to a more efficient support system.
Read our analysis about NewWaySERVICE Learn more To NewWaySERVICE product page
Paid version from €49.00 /month
Streamline customer support with an all-in-one software that offers ticket management, live chat, and reporting.
Zendesk's customer support software allows you to easily manage customer inquiries through a single platform. With features such as ticket management, live chat, and reporting, you can efficiently provide top-notch customer service.
Read our analysis about Zendesk Learn more To Zendesk product page
Pricing on request
Streamline your customer support with advanced automation and omnichannel communication features.
Gorgias offers customizable automation rules, AI-powered responses, and integrations with popular communication channels such as email, chat, and social media.
Read our analysis about Gorgias Learn more To Gorgias product page
Paid version from €1.00 /month
Streamline your customer support with software that automates responses, tracks customer interactions, and generates reports.
With this software, you can easily manage customer inquiries through a centralized platform, reducing response times and increasing customer satisfaction. Automated responses and customizable templates ensure consistency, while detailed reports provide insights into customer behavior and performance metrics.
Read our analysis about luminjo Learn more To luminjo product page
Paid version from €25.00 /month
Streamline your customer support with a powerful SaaS tool that offers automated chatbots, ticket management, and real-time visitor tracking.
With this customer support software, you can easily manage incoming queries, automate responses, and track visitor behavior to improve your support strategy. The chatbots can handle routine inquiries, while the ticket management system ensures no query goes unanswered.
Read our analysis about Crisp Learn more To Crisp product page
Pricing on request
Boost customer satisfaction with real-time chat support, customizable chat widgets, and detailed analytics.
LiveChat offers a user-friendly interface, easy integration with other tools, and 24/7 support. Its chat features include file sharing, chat transcripts, and canned responses. With its advanced reporting system, you can measure customer satisfaction and agent performance.
Read our analysis about LiveChat Learn more To LiveChat product page
Pricing on request
AI-powered customer support software that automates responses, reduces wait times, and improves customer satisfaction.
With Botmind, customers can get instant answers to their queries, and agents can focus on complex issues. Its AI technology learns from previous conversations to provide accurate and personalized responses. The software integrates with popular messaging platforms to offer seamless communication.
Read our analysis about Botmind Learn more To Botmind product page
Pricing on request
Streamline your customer support with advanced ticketing system, real-time chat, and comprehensive reporting.
Apizee Diag Help Desk provides a user-friendly interface to manage customer interactions, prioritize tickets, and reduce response time. You can also customize the platform to match your branding and integrate it with your existing tools for a seamless workflow.
Read our analysis about Apizee Diag Help Desk Learn more To Apizee Diag Help Desk product page
Pricing on request
OneTone.ai Automated Supervisor is an AI-powered tool for Customer Support & QA Leaders, which automates quality supervision of all written customer communications. By using OneTone.
ai you can: Save 25%-50% of your CS & QA Leaders' and Supervisors' time. Compare the qualities of your agents within a minute based on real-time data from 100% of their conversations. Replace manual reviewing and improving (feedback) of your customer support agents with the automated AI solution.
Read our analysis about OneTone.ai Learn more To OneTone.ai product page
Pricing on request
Revolutionize your customer support with this SaaS software. Features include real-time chat, AI-powered chatbots, and seamless integration with your website.
With this software, you can engage with your customers in real-time, providing them with personalized and efficient support. The AI-powered chatbots can handle routine inquiries, freeing up your team to focus on more complex issues. The software seamlessly integrates with your website, allowing for a seamless customer experience.
Read our analysis about iAdvize Learn more To iAdvize product page
Paid version from €39.00 /month
Streamline customer support with easy collaboration and streamlined workflows.
Jamespot allows teams to work together seamlessly to resolve customer issues with its intuitive interface and customizable workflows. Stay organized and effective with Jamespot's customer support software.
Read our analysis about Jamespot Learn more To Jamespot product page
Pricing on request
Empower your customer support team with a comprehensive software solution that streamlines workflows, automates tasks, and provides valuable insights.
With advanced analytics and reporting, the software allows you to track and improve customer satisfaction, while also offering seamless integration with social media platforms for efficient communication. The customizable dashboard and intuitive interface make it easy to manage all customer interactions in one place.
Read our analysis about Khoros Learn more To Khoros product page
Pricing on request
Streamline customer support with software that offers easy ticket tracking, automated workflows, and customizable reporting.
With this software, you can efficiently manage customer inquiries and issues with a user-friendly dashboard, automated notifications, and a searchable knowledge base. Its reporting features enable you to analyze performance metrics and identify areas for improvement.
Read our analysis about ServiceNow Learn more To ServiceNow product page
Customer Support software: purchase guide
What is a customer support software?
Definition
A customer support software is a professional solution that centralizes multi-channel customer requests and forwards them to the organization's support department (commercial and technical).
Their fields of activity are governed by the ITIL V3 standard.
Before purchase, these solutions allow consumers to request information about the products they are looking at.
After the purchase, they centralize the requests made to the after-sales service:
- Product Use Information
- Assistance and resolution of technical problems (hardware and software)
- Incident and complaint management
How does it work?
The customer support tool collects all customer requests: e-mail, phone, direct chat, social networks. A ticket is created from a form completed online by the customer or internally by the service advisor. It is assigned to an employee (sales manager, technical service, etc.) to be resolved:
- Sending an e-mail with information about a product, etc.
- Schedule an appointment
- Solving a technical problem internally
- Returning a product
- Etc.
The customer who created the ticket can track the progress of his request online. It is automatically notified when it is resolved.
Each agent has an online dashboard. He accesses it via his web browser to track, resolve and close the tickets assigned to him.
The organization's managers can monitor in real time the evolution of customer satisfaction on a dashboard: observe statistics and generate reports.
What are the main features of customer support tools?
We can discuss the functionalities of this software in chronological order: from customer-initiated contact to managers' analysis of service performance.
Request management
The customer contacts the after-sales service and carries out actions:
- He completes a form and categorizes it
- It answers automatic questions prior to a telephone call
- It selects answers from a selection proposed by a Chatbot
Based on the actions he has carried out, the request is redirected to the right contact person within the after-sales service.
If the service member cannot directly solve the customer's problem, he/she creates a ticket internally, categorizes it and forwards it to the department in charge of the category. The service and the customer are notified of the creation of the ticket.
Online requests are systematically ticketed and automatically forwarded to the managers.
Ticket processing
These tools work on the same principle as a task manager.
The ticket system allows helpdesks to improve customer relations through requests provided in a single ticket. This provides better visibility of requests for assistance and offers a more effective deployment of actions. Ticketing software helps customers to contact good support and optimizes customer relations.
In addition, agents have access to the most important customer information. All this helps to meet needs and increase productivity in solving customer problems.
Service members have online access to a dashboard on which they can view all the tickets allocated to them.
For each ticket, they perform correlated actions and close them:
- Sending an information e-mail: technical and/or functional questions
- Schedule an appointment
- Answer to a dissatisfied customer
- Returning a defective product
- Reimbursement of a customer
- Solving a technical problem, a malfunction
- Etc.
Tickets are archived, an automatic notification is sent to the customer.
When the resolution of a ticket involves several employees, ticketing tools allow related tasks to be scheduled and assigned. The ticket holder is automatically notified when the task is completed.
Community Spaces
Some customer support tools have a community space that allows Internet users to interact with each other and with internal experts:
- Exchange information, experiences, help each other, etc.
- Create a collaborative FAQ with recurring questions
A community management tool centralizes and responds to customers' multi-channel messages.
A Web widget is an interesting way to chat live with your customers. A service interface centralizes all conversations. A predictive analysis tool suggests answers, the user just has to click on the suggestions to send them to the chat room.
Customer satisfaction monitoring
A dashboard allows managers to view current tickets by the operator and obtain regular reporting of operations:
- Number of requests processed
- Recurrence by type of demand (functional, technical, regulatory)
- Average time to answer and close tickets
- The average number of interactions per ticket
- Etc.
With these KPIs, they determine the levers for improving customer satisfaction and transforming them into brand ambassadors.
Interoperability with internal CRM software
Synchronizing the customer support tool with the internal Customer Relationship Management tool provides access to the records of customers data who have opened a ticket. In addition, the tool centralizes and stores all interactions with customers (phone, chat, e-mail, social networks, etc.).
Tickets are recorded in the CRM to ensure tracking, traceability and archiving of support tickets.
Who uses customer support software?
Customer support tools are perfectly adapted to SMEs and key accounts.
E-commerce companies are the main targets of customer support tool publishers:
- Pre-purchase support increases the average shopping basket, increases the number of sales, provides "in-store" advice
- Behavioral targeting makes it possible to intervene at key moments in the customer journey
- Technical support allows us to respond to all post-purchase requests
Internally, they are used by all after-sales service managers:
- Support, technical assistance, helpdesk technicians, support technicians
- Functional support
- Call Center Members: Online Support
Why use customer support software in the company?
Although they are central to improve the customer experience and customer satisfaction rate, customer support tools have certain disadvantages.
Advantages
- Software designed to meet Internet users' expectations in terms of UX
- Reactivity of the support
- Customer loyalty
- Collaboration between the various internal stakeholders of the organization
- Integrate recurring problems into a development roadmap
- Involve clients in the internal process of the organization
- Interoperability with the organization's internal ERP
Disadvantages
- The semantic analysis of bots does not replace human interaction: the contextualization of requests can be misinterpreted by the bot
- It may be misunderstood by a client to have to answer several questions before successfully reaching a natural person
Customer Support softwares: Q&A
When looking for customer support software, look for features like omnichannel support, automation, customization, self-service options, and integrations with third-party tools. These features will help you provide better customer service, save time, and streamline your support operations.
Good customer support can help your company in many ways. It can increase customer loyalty, reduce churn, improve brand reputation, and drive revenue growth. By providing excellent support, you can differentiate your business from competitors and create a positive customer experience.
There are many customer support software options available in the market. Some of the best ones include Zendesk, Freshdesk, Help Scout, Intercom, and Kayako. Each software has its unique features and pricing plans, so it's important to compare them and choose the one that best fits your business needs.
If you're looking for free customer support software alternatives, you can try Freshdesk's free plan, Hubspot's free CRM, Zoho Desk's free plan, or osTicket's open-source software. While these options may have some limitations, they can be a good starting point for small businesses or those on a tight budget.
