Matthew Dixon, Nick Toman and Rick Delisi, the authors of The Effortless Experience, found that executives are dead wrong about how their customers like to get help. However, the authors found after extensive research that customers are both ready and willing to use self-service as much as the phone.
Top Customer Service Software Products
Capterra has helped thousands of businesses find the best customer support software.
by Salesforce Service Cloud
With help desk applications from salesforce.com, you don't have to invest in support centers around the world. Instead, you get state-of-the-art global help desk software that runs in the cloud, 24x7. With salesforce.com's help desk solutions you get all the benefits of doing business in the cloud, including automatic updates, new features 3 times a year, and no infrastructure hassles. View Profile
Talkdesk is the world's leading browser-based call center software. It integrates with Zendesk, Desk.com, Shopify, LiveChat and others to show relevant information about the caller. With real-time and historical reporting, call monitoring and telephony agents and managers can make data-driven decisions based on comprehensive information. No phones, hardware, coding or downloads - all you need is a computer and internet connection. Benefit from data-driven customer interactions with Talkdesk. View Profile
Freshdesk is a helpdesk solution that offers everything you need to deliver exceptional customer service. Manage all your customer conversations in one place, no matter what the source - email, phone or social media, so you can offer support that is both personal and quick. Freshdesk is easy to use, so you can focus on what matters the most - supporting customers. With features such as best-in-class ticketing and smart automations, making customers happy has never been this easy. View Profile
TeamSupport helps you provide exceptional customer service through better collaboration and teamwork. It's not just a ticketing system. It's a complete customer support suite that simplifies communication and collaboration between your internal team members, other users within your company, and your clients. With multi-channel support capabilities, best-in-class reporting, and complete scalability, TeamSupport lets your company work together to provide the best customer experience possible. View Profile
You value the importance of great customer service as part of a rewarding customer experience. But, your business lacks the technology required to properly execute your customer service vision. PhaseWare's customer service and support solutions will help your organization manage, monitor, and measure critical customer service interactions; enabling you to quickly and completely resolve pressing customer issues, while delivering a consistent and engaging customer experience. View Profile
Awarded "Best Overall Value" from Info-Tech Research Group for the 3rd year in a row, Agiloft provides the fastest time to value because it slashes the time to configure the solution to your requirements. We can customize it for you live during the demo - so you get a trial system that you can actually use and a fast, affordable deployment. Agiloft addresses even the most sophisticated requirements in record time. Start today with a free custom demo. View Profile
by Customer Expressions
Improve your efficiency and boost customer satisfaction. i-Sight enables you to quickly and accurately respond to customer service requests submitted through any channel. i-Sight is integrated web based case management software for managing customer service inquiries and complaints. Quickly record new inquiries, use call scripting, manage incoming emails, customize workflow and assignment, and monitor your performance. View Profile
Help Scout scales like any other customer support software, but the customer experience is personalized like a normal email. Customers don't need to confront a clunky ticket portal or juggle login credentials just to get help. Help Scout's clutter-free features are designed to keep teams, small and large, on the same page. With best in-class-reporting, an integrated knowledge base, tons of integrations, and a robust API, Help Scout lets your team focus on what really matters: your customers. View Profile
Simple customer service software that scales with your business. Kayako makes it easy to deliver an unrivalled customer support experience. Kayako is the world's leading multi-channel customer support platform, trusted by more than 30,000 organizations worldwide. Whether over email, the web, tickets, live chat, calls or self-service, your customers' support history is tracked in one place and can be accessed from anywhere. View Profile
by Lynk Software
Everest is used by leading companies around the world to manage customer feedback, requests, complaints and internal/supplier corrective actions. Everest is flexible and used across many industries to increase customer loyalty and improve quality. Built-in workflows, due date tracking and automatic reminders ensure that every concern is handled in a timely and efficient manner. Reports and charts can be generated instantly and e-mailed directly from the system. View Profile
A CRM with specific focus on customer interaction(Service) management. It helps you track and resolve customer issues quickly, thereby delivering superior customer support and taking customer satisfaction to the next level. Unlike other CRM tools in the market focusing on sales-force automation, SupportCenter Plus offers an integrated customer interaction management(Customer SupportDesk),customer experience management, account & contact management, SLA management, customer self-service, and more View Profile
With Five9 Customer Service and Support solutions, you can feel confident that you have the right tools to deliver exceptional customer support. Features like skills-based routing and prioritized calls improve your first-call resolution rates. You can track and monitor activity and results with 100+ standard reports and easy report customization. Our solution provides you with the ultimate flexibility when deploying and operating your customer service and support contact center. View Profile
inContact leads the cloud contact center market for one simple reason: we help our customers transform the profitability of their contact centers with extraordinary success, unexpected ease and speed. inContact's cloud-based call center, call routing, self service and agent optimization solutions give you the competitive edge. Worry less about your technology and more what really drives your profit your customer. View Profile
Bloomfire is currently trusted by hundreds of teams and organizations as a secure collaboration software that allows teams of all sizes to create, share, upload and collaborate around almost anything. Our mission is simple, help people looking for answers get them. Simplifying web collaboration within organizations with easy content upload, creation, sharing and enabling the transfer of knowledge from people that have it to people that need it, when they want it. View Profile
Toonimos user guidance platform offers a new style of on-site user assistance via an on-page audiovisual layer. The solution combines real voice scripts and live graphic elements to support users throughout their life-cycle on your website, focus their attention and assist them with personal website needs. The platforms engine provides advanced rule-based targeting combining on-page parameters with users parameters for serving specific users and cases. View Profile
IssueTrak is a web-based software offering system-wide customization and multiple communication channels for easy assignment, tracking, and managing of all customer support requests. IssueTrak is an intuitive and agile tool with ticket automation, automatic escalation, and self-service options used by large and small businesses worldwide for over a decade. Deployable in the Cloud or on premise. View Profile
To collect feedback from customers, attendees, invitees, students and all the people who matter to your business, the best way to do it is through surveys. Zoho Survey is an online survey tool that lets you create unlimited surveys with ease. Create surveys to target your audience and collect feedback from them. Zoho Survey gives you all the essential features to create surveys, distribute them and analyze the data you receive. Let data guide you to smarter decisions. View Profile
KBPublisher is a web based knowledge base application that can be pretty much anything you want it to be. Use it to share knowledge with others. Publish and manage articles, white papers, user manuals, business processes, FAQs, online help, APIs and any other type of information. All your users would need to access your information is a standard web browser and an internet connection. View Profile
Dezide provides software for optimizing technical troubleshooting processes for manufactures and operators of equipment for Mining, Oil&Gas, Wind and other heavy and advanced industrial industries. Also serving the telecom, high tech and communications industries. Dezide is used online by our customers for improving AHT and quality in Call Centers and Surveillance Centers as well as for increasing availability, reliability, MTBF and reducing MTTR for on-site scheduled and unscheduled maintenance View Profile
Tips & Trends
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The most useful customer service KPI is the one that ties most closely to revenue. Avoid one of the biggest customer service fails by knowing how much money customer service is making for the company, and how. This justifies the department’s existence and budget. It also offers a roadmap for how to improve customer service to make more and more money.
Poorly trained, disempowered customer service agents are one of the most common customer service fails. Here’s how to teach your new employees what they need to know to be successful.