--- title: "Best Customer Service Software 2026 | Capterra" description: "Find the top Customer Service software of 2026 on Capterra. Based on millions of verified user reviews - compare and filter for whats important to you to find the best tools for your needs." source_url: "https://www.capterra.com/customer-service-software/" page_type: "category" language: "en" --- # Best Customer Service Software Last updated on August 11, 2026 How to find the right Customer Service Software? Learn more from our team about Customer Service Software pricing features and benefits in our Customer Service Buyers Guide ## What is customer service software and how do I choose the right one? Researched by: [Alberto Sakai](https://www.capterra.com/resources/author/alberto-sakai/)and reviewed by: [Shep Hyken](https://www.capterra.com/resources/author/shep-hyken-guest-contributor/) Updated on August 11, 2026 [Customer service software](https://www.capterra.com/customer-service-software/) manages and tracks customer relationships and support services. It helps track tickets, resolve complaints, and generate reports. It also provides customer-centric data and a knowledge base. Customer-facing employees use customer service software to streamline customer inquiries, provide personalized support, and facilitate business operations. Customer service software pricing is typically on a per month basis, ranging from $9 for basic systems to over $180 for advanced platforms. First-time buyers should consider budget, number of users, use cases, and necessary integrations. Consulting stakeholders to determine key questions for vendors can help find the best system. Questions include: _Does the software offer multi-channel communication?_ _Can the software gather customer feedback?_ _Can the software scale to support the growth of customer service teams and handle increased volume if needed?_ _Does it offer live chat?_ For more information consult our [Customer Service Buyers Guide](#buyers-guide-content) ## Zendesk Suite [4.4 (4089)](https://www.capterra.com/p/164283/Zendesk/reviews/) [Capterra Shortlist](https://www.capterra.com/customer-service-software/#shortlist) What is this product about? Zendesk is the all-in-one customer service support software that delivers exceptional experiences. [Learn more](https://www.capterra.com/p/164283/Zendesk/) Pros and cons based on reviews - Comprehensive multi-channel client support - Unified chat and ticketing system - Performance and reliability concerns - High and complex pricing structure Starting price $115.00 Per User, Per Month Free trial Free demo Highest and lowest rated features - Support Ticket Management4.6 - Email Management4.4 - Call Center Management4.6 - Live Chat4.3 - Knowledge Base Management4.2 - CRM4.1 - AI Copilot3.9 - Automated Routing4.1 #### Selected review snippet R Ryan P. Facilities Services, 10,001+ employees > "It's generally intuitive, making daily interactions smooth, though some advanced features take a bit more time to master." July 6, 2026 Ease of use 4.3 (4,089) #### Selected review snippet jane F. Insurance, 1-10 employees > "It streamlines customer support, keeps tickets and communications organized, and helps provide fast, consistent, and professional service." April 2, 2026 Most popular Integrations Dropbox 4.5 Aha! 4.7 AWeber 4.4 CheckMarket 4.5 Formstack Forms 4.0 Cirrus Insight 4.2 Zendesk Suite connects with 220+ software tools[See all integrations](https://www.capterra.com/p/164283/Zendesk/#integrations) #### Selected review snippet A Ali A. Transportation/Trucking/Railroad, 51-200 employees > "Additionally, the platform integrates easily with various third-party tools, enhancing its overall flexibility and functionality." September 25, 2024 --- ## Salesforce Starter [4.4 (224)](https://www.capterra.com/p/227088/Salesforce-Starter/reviews/) What is this product about? Customer relationship management tool that enables businesses to organize lead data, personalize email templates, and more. [Learn more](https://www.capterra.com/p/227088/Salesforce-Starter/) Starting price $25.00 Per User, Per Month Free trial Highest and lowest rated features - Email Management4.7 - Support Ticket Management4.5 - CRM4.8 - Call Center Management4.4 - Alerts/Escalation3.5 - Queue Management4.0 - Knowledge Base Management4.5 - Multi-Channel Communication5.0 #### Selected review snippet J Janet W. Health, Wellness and Fitness, 51-200 employees > "It was much more intuitive and easier to locate information." November 20, 2023 Ease of use 4.0 (224) #### Selected review snippet B Blerta K. Education Management, 1-10 employees > "The ability to have all student inquiries, follow-ups and enrollment conversation tracked all in a single location made my sales process feel more like a real process and not a collection of notes and memory." April 28, 2026 Most popular Integrations Dropbox 3.0 Docusign 4.0 Box 4.4 Zapier 4.5 ActiveCampaign 4.6 Dropbox Sign 4.7 PandaDoc 4.5 Nicereply 4.7 Salesforce Starter connects with 8+ software tools[See all integrations](https://www.capterra.com/p/227088/Salesforce-Starter/#integrations) --- ## Freshdesk [4.5 (3468)](https://www.capterra.com/p/124981/Freshdesk/reviews/) [Capterra Shortlist](https://www.capterra.com/customer-service-software/#shortlist) What is this product about? Freshdesk is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. [Learn more](https://www.capterra.com/p/124981/Freshdesk/) Pros and cons based on reviews - Centralized and efficient customer service - Quick and flexible setup process - Frequent bugs and technical glitches - Email management feature gaps Starting price $19.00 Per User, Per Month Free trial Free demo Highest and lowest rated features - Support Ticket Management4.6 - Email Management4.5 - Alerts/Escalation4.5 - Call Center Management4.5 - Third-Party Integrations3.9 - Multi-Channel Communication4.1 - Knowledge Base Management4.3 - Collaboration Tools3.0 #### Selected review snippet S Shaunak B. Computer Software, 10,001+ employees > "The interface is approachable, everyday tasks are straightforward, and even less technical users adapted quickly." July 3, 2026 Ease of use 4.5 (3,468) #### Selected review snippet K Kosana A. Computer Software, 1,001-5,000 employees > "We use Freshdesk for our support operations, and it has helped us resolve and close tickets faster with its advanced features presented in a simple and easy-to-use interface." May 26, 2026 Most popular Integrations SurveyMonkey 4.6 Shopify 4.5 Zapier 4.7 Meta for Business 4.4 Campaign Monitor by Marigold 4.5 Five9 4.2 Freshdesk connects with 78+ software tools[See all integrations](https://www.capterra.com/p/124981/Freshdesk/#integrations) #### Selected review snippet P Posh J. Insurance, 1,001-5,000 employees > "I had a great experience utilizing the platform as a stand-alone tool. When I wanted to create integrations with other tools the complexity of the process was more time than we had to invest." March 10, 2025 --- Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. ## HappyFox Help Desk [4.6 (93)](https://www.capterra.com/p/83211/HappyFox/reviews/) What is this product about? A help desk ticketing software that helps you to remove clutter and manage your customer support queries easily from multiple channels. [Learn more](https://www.capterra.com/p/83211/HappyFox/) Starting price $24.00 Per User, Per Month Free trial Free demo Highest and lowest rated features - Support Ticket Management5.0 - Knowledge Base Management5.0 - Third-Party Integrations5.0 #### Selected review snippet C Chris M. Real Estate, 201-500 employees > "I like a streamlined, easy to use clean interface." April 13, 2021 Ease of use 4.4 (93) #### Selected review snippet A Allison L. Insurance, 51-200 employees > "I loved the quick and effective assistance that I received when I was having issues with the website." January 13, 2026 Most popular Integrations SurveyMonkey 4.6 Zapier 4.7 Meta for Business 4.4 Twitter/X 4.5 Keap 4.1 Okta 4.7 Insightly 4.0 Nicereply 4.7 Mixpanel 4.5 HappyFox Help Desk connects with 41+ software tools[See all integrations](https://www.capterra.com/p/83211/HappyFox/#integrations) --- ## Qiscus [4.4 (7)](https://www.capterra.com/p/247726/Qiscus/reviews/) What is this product about? It is a customer communications management solution that helps businesses manage customer data, leads, multi-channel messaging, etc. [Learn more](https://www.capterra.com/p/247726/Qiscus/) Starting price Not available Free demo Highest and lowest rated features - Multi-Channel Communication4.4 - Email Management5.0 - Live Chat5.0 Ease of use 4.7 (7) --- ## Lost Returns [5.0 (1)](https://www.capterra.com/p/219520/LostReturns/#reviews) What is this product about? Reverse Logistics For Lost Property. Lost Returns is here to help recover lost items, and return them back safely to the owner. [Learn more](https://www.capterra.com/p/219520/LostReturns/) Starting price Not available Free trial Free demo Most popular features - Call Center Management - CRM - Knowledge Base Management - Alerts/Escalation - Reporting & Statistics - Inbox Management - Queue Management - Dashboard - Customizable Fields - Service Level Agreement (SLA) Management - API - Surveys & Feedback Most popular Integrations FedEx Ship Manager 4.4 Lost Returns connects with 1+ software tools[See all integrations](https://www.capterra.com/p/219520/LostReturns/#integrations) --- ## ScreenConnect [4.7 (1900)](https://www.capterra.com/p/147830/ScreenConnect/reviews/) 88% recommend What is this product about? ScreenConnect is remote support software allowing IT professionals to access devices, troubleshoot issues, and boost productivity. [Learn more](https://www.capterra.com/p/147830/ScreenConnect/) Pros and cons based on reviews - Intuitive cross-platform user experience - Effortless large-scale deployment - Recurring technical problems - Challenging installation process Starting price $30.00 Flat Rate, Per Month Free trial Highest and lowest rated features - Live Chat4.2 - Alerts/Escalation4.4 - Mobile Access4.3 - Email Management3.9 - Multi-Channel Communication3.8 - Third-Party Integrations4.5 - Queue Management4.7 - Surveys & Feedback5.0 #### Selected review snippet N Nelson O. Financial Services, 201-500 employees > "Some menus still feel confusing, but the software runs fast and works well in practice." March 17, 2026 Ease of use 4.6 (1,900) #### Selected review snippet Shyam Kishor P. Information Technology and Services, 1-10 employees > "Moving files or managing system documents during support sessions is fast, which saves our IT support team a massive amount of time on a daily basis." July 5, 2026 Most popular Integrations Zendesk Suite 4.4 Freshdesk 4.5 Microsoft Outlook 5.0 ConnectWise PSA 4.3 ConnectWise Automate 4.3 Passportal 4.4 ScreenConnect connects with 8+ software tools[See all integrations](https://www.capterra.com/p/147830/ScreenConnect/#integrations) #### Selected review snippet A Andrew J. Information Technology and Services, 11-50 employees > "Integration is great also." May 8, 2025 --- ## Vision Helpdesk [4.6 (49)](https://www.capterra.com/p/102230/Vision-Helpdesk/reviews/) What is this product about? Vision Helpdesk offers Help Desk, Multi-Company Help Desk, ITIL Service Desk & Live Chat Software Tools for every size business. [Learn more](https://www.capterra.com/p/102230/Vision-Helpdesk/) Starting price $15.00 Per User, Per Month Free trial Free demo Highest and lowest rated features - Dashboard4.8 - Email Management4.7 - Support Ticket Management4.8 - Knowledge Base Management5.0 - Autoresponders3.0 - Collaboration Tools4.7 - Reporting & Statistics4.7 - Mobile Access5.0 #### Selected review snippet S Simona M. Telecommunications, 51-200 employees > "I like the plenty of customization options." December 20, 2024 Ease of use 4.5 (49) #### Selected review snippet S Simona M. Telecommunications, 51-200 employees > "I like the plenty of customization options." December 20, 2024 Most popular Integrations Slack 4.7 Mailchimp 4.5 WordPress 4.6 Gmail 4.8 Meta for Business 4.4 Twitter/X 4.5 Vision Helpdesk connects with 30+ software tools[See all integrations](https://www.capterra.com/p/102230/Vision-Helpdesk/#integrations) #### Selected review snippet M Manish P. Chemicals, 201-500 employees > "Easy to integrate with our Active Directory server." June 9, 2022 --- ## Text [4.7 (30)](https://www.capterra.com/p/10031687/Text/#reviews) What is this product about? AI customer service software that answers from your real content and closes sales along the way. [Learn more](https://www.capterra.com/p/10031687/Text/) Starting price $19.00 Per User, Per Month Free trial Highest and lowest rated features - Real-Time Monitoring4.5 - Mobile Access4.6 - Generative AI4.5 - Inbox Management4.2 - Customer Portal4.0 - Chatbot4.0 - Language Detection4.5 - Live Chat4.0 #### Selected review snippet Bart C. Design, 51-200 employees > "Great admin UI/UX, easy management, and strong long-term value from Text’s AI chatbot tools for e-commerce and for client experience." May 15, 2026 Ease of use 4.7 (30) #### Selected review snippet Samantha S. Education Management, 51-200 employees > "The UI is straightforward enough that new agents can pick it up quickly, and the options for integration (whatsapp, instagram, fb messenger, SMS, etc.) is great for staying connected across different customer facing platforms." April 23, 2026 Most popular Integrations Slack 4.7 Mailchimp 4.5 WordPress 5.0 Shopify 4.5 LiveChat 5.0 ChatGPT 4.4 Text connects with 44+ software tools[See all integrations](https://www.capterra.com/p/10031687/Text/#integrations) #### Selected review snippet Samantha S. Education Management, 51-200 employees > "The UI is straightforward enough that new agents can pick it up quickly, and the options for integration (whatsapp, instagram, fb messenger, SMS, etc.) is great for staying connected across different customer facing platforms." April 23, 2026 --- ## BOSSDesk [4.7 (145)](https://www.capterra.com/p/144825/BOSS-Solutions/reviews/) [Capterra Shortlist](https://www.capterra.com/customer-service-software/#shortlist) What is this product about? BOSSDesk is an award winning Help Desk, Service Desk, ITSM and asset management solution available for Cloud, On-Premise and mobile. [Learn more](https://www.capterra.com/p/144825/BOSS-Solutions/) Starting price $29.00 Per User, Per Month Free trial Free demo Highest and lowest rated features - Alerts/Escalation4.4 - Automated Routing4.5 - Knowledge Base Management4.7 - Support Ticket Management4.7 - Collaboration Tools3.7 - Third-Party Integrations3.5 - Email Management4.0 - Multi-Channel Communication4.0 #### Selected review snippet N Nasser A. Computer Networking, 51-200 employees > "Very versatile to match the needs of organization." November 30, 2023 Ease of use 4.6 (145) #### Selected review snippet C Chrys N. Public Policy, 1,001-5,000 employees > "The workflow customization is a big plus we were able to adjust categories, priorities, and SLAs to match how our team actually works." March 1, 2026 Most popular Integrations TeamViewer ONE 5.0 Zapier 4.7 ChatGPT 4.0 BOSSDesk connects with 3+ software tools[See all integrations](https://www.capterra.com/p/144825/BOSS-Solutions/#integrations) #### Selected review snippet D David C. Government Administration, 501-1,000 employees > "The development team is continuously rolling out new features at a fantastic pace, and they even built a new API to assist us in migrating from our legacy platform. " June 29, 2025 --- ## Confides [4.7 (10)](https://www.capterra.com/p/183052/IncognitoDesk/reviews/) What is this product about? An online application that allows servicing tight communities while preserving the anonymity of the users of those communities [Learn more](https://www.capterra.com/p/183052/IncognitoDesk/) Starting price $15.00 Flat Rate, Per Month Free trial Most popular features - Call Center Management - CRM - Knowledge Base Management - Alerts/Escalation - Reporting & Statistics - Inbox Management - Queue Management - Dashboard - Customizable Fields - Service Level Agreement (SLA) Management - API - Surveys & Feedback Ease of use 4.8 (10) --- ## ThinkOwl 0.0 (0) What is this product about? Omnichannel customer service software suite fully powered by artificial intelligence (AI). [Learn more](https://www.capterra.com/p/174516/ThinkOwl/) Starting price $40.00 Per User, Per Month Free trial Free demo Most popular features - Call Center Management - CRM - Knowledge Base Management - Alerts/Escalation - Reporting & Statistics - Inbox Management - Queue Management - Dashboard - Customizable Fields - Service Level Agreement (SLA) Management - API - Surveys & Feedback Most popular Integrations OSOS ERP 3.8 ThinkOwl connects with 1+ software tools[See all integrations](https://www.capterra.com/p/174516/ThinkOwl/#integrations) --- ## VINSI [5.0 (10)](https://www.capterra.com/p/10042518/VINSI/#reviews) What is this product about? AI-powered platform unifying voice agents, CRM, automation, ticketing, QA & analytics into one connected business ecosystem. [Learn more](https://www.capterra.com/p/10042518/VINSI/) Starting price $299.00 Flat Rate, Per Month Free demo Highest and lowest rated features - Call Center Management5.0 - Conversation Intelligence5.0 - Email Management5.0 - Generative AI5.0 - IVR5.0 - Reporting & Statistics5.0 Ease of use 5.0 (10) --- ## Avochato [4.7 (135)](https://www.capterra.com/p/161117/Avochato/reviews/) 85% recommend What is this product about? SMS texting and live chat for business has never been easier than with Avochato's solutions for teams, marketers and contact centers. [Learn more](https://www.capterra.com/p/161117/Avochato/) Starting price $1.00 Usage Based, Per Month Free trial Highest and lowest rated features - Multi-Channel Communication4.5 - Alerts/Escalation5.0 - Queue Management5.0 - Interaction Tracking4.0 - Reporting & Statistics3.0 Ease of use 4.7 (135) #### Selected review snippet Lenah M. Information Technology and Services, 1-10 employees > "The messages feel personal, and I can keep track of every conversation in one place without getting confused." July 14, 2025 Most popular Integrations Slack 4.7 Salesforce Sales Cloud 4.4 Microsoft 365 4.6 Microsoft Teams 4.5 Shopify 4.5 HubSpot CRM 4.5 Zapier 4.7 Google Chrome 4.8 Okta 4.7 Avochato connects with 10+ software tools[See all integrations](https://www.capterra.com/p/161117/Avochato/#integrations) --- ## HubSpot Service Hub [4.4 (191)](https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/) [Capterra Shortlist](https://www.capterra.com/customer-service-software/#shortlist) What is this product about? Service Hub is a cloud-based customer service software that helps teams scale their support and delight their customers efficiently. [Learn more](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Starting price $15.00 Per User, Per Month Free trial Free demo Highest and lowest rated features - Support Ticket Management4.9 - Mobile Access4.5 - Multi-Channel Communication4.7 - Email Management4.6 - Alerts/Escalation4.0 - Knowledge Base Management4.3 - Live Chat4.0 - CRM4.7 Ease of use 4.4 (191) #### Selected review snippet L Liliana D. Ranching, 11-50 employees > "We use hubspot in the company I work for, it has been great to track sales and chat with the team on where we are at for that certain deal." May 12, 2026 Most popular Integrations Salesforce Sales Cloud 4.0 Zoom Workplace 4.6 Dropbox Sign 4.7 Intercom 4.5 WooCommerce 4.5 Dialpad AI Meetings 4.5 HubSpot Service Hub connects with 100+ software tools[See all integrations](https://www.capterra.com/p/182476/HubSpot-Service-Hub/#integrations) #### Selected review snippet Lillian G. Hospital & Health Care, 10,001+ employees > "Integration inside an organization is facilitated by the system's compatibility with other programs." August 16, 2023 --- ## HelpDesk [4.6 (182)](https://www.capterra.com/p/185973/HelpDesk/reviews/) [Capterra Shortlist](https://www.capterra.com/customer-service-software/#shortlist) What is this product about? HelpDesk.com is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly. [Learn more](https://www.capterra.com/p/185973/HelpDesk/) Starting price $29.00 Per User, Per Month Free trial Highest and lowest rated features - Support Ticket Management4.6 - Live Chat4.6 - Email Management4.5 - Real-Time Monitoring4.6 - CRM2.3 - Multiple Data Sources3.0 - Reporting & Statistics4.2 - Dashboard4.0 #### Selected review snippet D David L. Aviation & Aerospace, 11-50 employees > "What I like best about HelpDesk is the browser interface." March 16, 2026 Ease of use 4.7 (182) #### Selected review snippet E Emmanuel M. Religious Institutions, 201-500 employees > "It's helpful that it integrates with Livechat and Chatbot services well, and allows us to track multiple sources of contacts so that none of our requests fall between the cracks." September 22, 2025 Most popular Integrations Slack 4.5 Jira 4.8 WordPress 3.5 Shopify 4.5 GitHub 4.8 HubSpot CRM 4.7 HelpDesk connects with 11+ software tools[See all integrations](https://www.capterra.com/p/185973/HelpDesk/#integrations) #### Selected review snippet S Sam L. Computer & Network Security, 1-10 employees > "It's easy to use and not too hard to integrate with websites." August 26, 2024 --- [## Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) [4.4 (18803)](https://www.capterra.com/p/61368/Salesforce/reviews/) What is this product about? Bring together CRM apps for sales, service, marketing, commerce, AI, and more in one integrated solution. [Learn more](https://www.capterra.com/p/61368/Salesforce/) Pros and cons based on reviews - Comprehensive sales and activity tracking - Integrated client relationship management - High and escalating pricing structure - Frequent bugs and performance issues Starting price $25.00 Per User, Per Month Free trial Highest and lowest rated features - CRM4.7 - Call Center Management4.6 - Email Management4.6 - Reporting & Statistics4.7 - Live Chat4.3 - Key Performance Indicators3.9 - Interaction Tracking4.4 - Inbox Management4.5 #### Selected review snippet Dev M. Computer Software, 51-200 employees > "My overall experience is amazing working with salesforce sales cloud because of clean and understandable UI is make more comfort for any user to use it and run their business smoothly." May 26, 2026 Ease of use 4.0 (18,803) #### Selected review snippet A Andrew W. Health, Wellness and Fitness, 51-200 employees > "The best thing about Salesforce Sales Cloud as a salesperson is the ability to neatly and conveniently organize my book of business for success and growth!" February 23, 2026 Most popular Integrations Dropbox 4.5 GoTo Meeting 4.4 SurveyMonkey 4.6 Evernote Teams 4.4 Eventbrite 4.6 Box 4.4 Salesforce Sales Cloud connects with 37+ software tools[See all integrations](https://www.capterra.com/p/61368/Salesforce/#integrations) #### Selected review snippet Z Zane R. Non-Profit Organization Management, 1-10 employees > "We have benefited greatly from its vast level of integrations with external programs that allow us to complete all tasks that we want while having it act as a single source of truth" February 19, 2026 --- [## Webex Suite](https://www.capterra.com/p/237272/Webex/) [4.4 (7410)](https://www.capterra.com/p/237272/Webex/reviews/) What is this product about? Webex Suite is an all-in-one, intelligent collaboration suite built on an industry leading and secure Webex Platform. [Learn more](https://www.capterra.com/p/237272/Webex/) Pros and cons based on reviews - Robust video conferencing features - Unified business communication hub - Frequent technical glitches - Audio reliability and mute challenges Starting price $25.00 Per User, Per Month Free trial Highest and lowest rated features - Call Center Management4.5 - Multi-Channel Communication4.7 - Mobile Access4.6 - Support Ticket Management4.7 - Email Management4.3 - Queue Management4.5 - Third-Party Integrations4.6 - Live Chat4.6 #### Selected review snippet Verified Reviewer Facilities Services, 10,001+ employees > "The hardware is robust, with intuitive controls for users unfamiliar with the system." July 31, 2025 Ease of use 4.3 (7,410) #### Selected review snippet B Brian T. E-Learning, 51-200 employees > "Next, not only does this app have traditional landline business phone capabilities, it also offers a texting feature so that you can send and receive text like on a mobile phone or smartphone. " June 5, 2026 Most popular Integrations Slack 4.9 Microsoft Teams 4.7 GitHub 4.8 Zendesk Suite 4.4 Zapier 4.6 Microsoft Outlook 4.7 Webex Suite connects with 20+ software tools[See all integrations](https://www.capterra.com/p/237272/Webex/#integrations) #### Selected review snippet T Tayo F. Information Technology and Services, 11-50 employees > "The integration with other Cisco tools is also seamless." August 27, 2024 --- [## Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/) [4.4 (5843)](https://www.capterra.com/p/157279/Dynamics-365/reviews/) What is this product about? Dynamics 365 offers integrated business management solution that automates financial, customer relationship and supply chain processes. [Learn more](https://www.capterra.com/p/157279/Dynamics-365/) Pros and cons based on reviews - Centralized employee management platform - Integrated team collaboration tools - Complex and high pricing structure - Recurring bugs and technical glitches Starting price $50.00 Per User, Per Month Free trial #### Selected review snippet Dixit V. Information Technology and Services, 51-200 employees > "Dynamics 365 has been a valuable asset for our business." September 20, 2024 Highest and lowest rated features - Support Ticket Management4.3 - Email Management4.5 - CRM4.4 - Reporting & Statistics4.6 - Multi-Channel Communication4.1 - Third-Party Integrations4.1 - Collaboration Tools4.3 - Interaction Tracking4.4 #### Selected review snippet R Ray W. Accounting, 11-50 employees > "Great product to be honest, many different modules. But very good user interface but can be costly for implementation." November 17, 2025 Ease of use 4.1 (5,843) #### Selected review snippet Manish C. Accounting, 201-500 employees > "It offers strong customization, centralized administration, and scalable cloud capabilities, which make managing users, workflows, and data efficient." May 6, 2026 Most popular Integrations Microsoft Excel 4.7 Salesforce Sales Cloud 4.4 ADP Workforce Now 4.4 Microsoft SharePoint 4.5 LinkedIn for Business 4.6 airSlate SignNow 4.6 Dynamics 365 connects with 24+ software tools[See all integrations](https://www.capterra.com/p/157279/Dynamics-365/#integrations) #### Selected review snippet Blake A. Retail, 201-500 employees > "The integration with our existing Microsoft 365 environment is the biggest plus. Since we're already deep in that ecosystem, having Dynamics 365 pull data from tools our team already uses day to day cuts down on duplicate entry and keeps things a little more connected." July 1, 2026 --- [## Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) [4.5 (2214)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) [Capterra Shortlist](https://www.capterra.com/customer-service-software/#shortlist) What is this product about? Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier. [Learn more](https://www.capterra.com/p/169505/Zoho-Desk/) Pros and cons based on reviews - Integrated team collaboration tools - Customizable workflow automation features - Email integration limitations and glitches - Inconsistent performance and slow loading Starting price $20.00 Per User, Per Month Free trial Highest and lowest rated features - Support Ticket Management4.6 - Knowledge Base Management4.6 - Email Management4.6 - Call Center Management4.4 - Live Chat4.3 - Alerts/Escalation4.3 - Autoresponders4.2 - CRM4.4 #### Selected review snippet S Surjeet S. Information Technology and Services, 201-500 employees > "Zoho desk's User interface is intuitive and easy to use Also it provides valuable insights and reports that help me to make informed decision and continuosly improve my support operations." April 18, 2023 Ease of use 4.4 (2,214) #### Selected review snippet F Francois B. Hospitality, 51-200 employees > "Zoho Desk allowed me to work with emails, live chat, social, web forms, and calls via a single inbox." August 27, 2025 Most popular Integrations Slack 4.7 Microsoft Teams 4.7 SurveyMonkey 4.6 Google Analytics 360 4.7 Zoho CRM 4.7 Zapier 4.7 Zoho Desk connects with 78+ software tools[See all integrations](https://www.capterra.com/p/169505/Zoho-Desk/#integrations) #### Selected review snippet K Katie Z. Marketing and Advertising, Self-employed > "Zoho Desk is affordable and easy to integrate in website and has easy to use tools within the Zoho Desk." March 30, 2026 --- [## NetSuite](https://www.capterra.com/p/135757/NetSuite/) [4.2 (2059)](https://www.capterra.com/p/135757/NetSuite/reviews/) What is this product about? Web-based & AI-powered enterprise resource planning (ERP) tool that gives businesses the visibility & control needed to make decisions. [Learn more](https://www.capterra.com/p/135757/NetSuite/) Pros and cons based on reviews - Automated financial process integration - Unified inventory and operations control - High and unpredictable costs - Frequent bugs and unresolved errors Starting price Not available Highest and lowest rated features - Third-Party Integrations4.0 - Data Security4.2 - CRM3.5 - Customizable Fields4.0 - Mobile Access1.5 - Key Performance Indicators2.8 - API3.0 - Dashboard3.0 #### Selected review snippet T Teresa Z. Wholesale, 51-200 employees > "What I like the most about NetSuite is its innovative AI technology, which could significantly reduce the amount of manual work involved within the business" March 25, 2026 Ease of use 4.0 (2,059) #### Selected review snippet S Sachin P. Consumer Goods, 51-200 employees > "Its real-time reporting and scalability were especially valuable for supporting business growth and decision-making. If you want, tell me your role (e.g., finance, ops, sales), and I can tailor it to sound more personal and specific." April 8, 2026 Most popular Integrations Docusign 4.7 Box 4.4 BambooHR 4.6 Microsoft Outlook 4.3 SAP Concur 3.9 Expensify 4.1 NetSuite connects with 19+ software tools[See all integrations](https://www.capterra.com/p/135757/NetSuite/#integrations) #### Selected review snippet K Keson Y. Transportation/Trucking/Railroad, 51-200 employees > "What I liked most about NetSuite was how it brings multiple business functions into one integrated platform." March 25, 2026 --- [## LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) [4.7 (1787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) [Capterra Shortlist](https://www.capterra.com/customer-service-software/#shortlist) What is this product about? Award-winning help desk, ticketing, live chat, and call center software, easy to use from the start. Try it with a free 1-month trial. [Learn more](https://www.capterra.com/p/102188/LiveAgent/) Pros and cons based on reviews - Comprehensive omnichannel support tools - Efficient client interaction management - Frequent technical glitches and instability - Cumbersome and inconsistent email handling Starting price $15.00 Per User, Per Month Free trial Highest and lowest rated features - Support Ticket Management4.7 - Multi-Channel Communication4.6 - Live Chat4.8 - Mobile Access4.5 - Service Level Agreement (SLA) Management4.2 - Email Management4.4 - Queue Management4.2 - Call Center Management4.5 #### Selected review snippet Sanket Y. Information Technology and Services, 10,001+ employees > "I like how easy the interface is to use, even for people who are new to it." March 27, 2026 Ease of use 4.6 (1,787) #### Selected review snippet Jacopo R. Information Technology and Services, 1-10 employees > "For us, it is an essential tool: it enables us to manage tickets, live chats, and client requests in a well-organised and professional manner." May 6, 2026 Most popular Integrations Slack 4.4 Meta for Business 4.4 Twitter/X 4.5 Joomla 4.2 GetResponse 4.2 BigCommerce 4.4 LiveAgent connects with 125+ software tools[See all integrations](https://www.capterra.com/p/102188/LiveAgent/#integrations) #### Selected review snippet C Carole K. Higher Education, 11-50 employees > "The integration with Zimbra is also a plus (although I could not test it in the free trial)" August 22, 2024 --- [## LiveChat](https://www.capterra.com/p/62194/LiveChat/) [4.6 (1727)](https://www.capterra.com/p/62194/LiveChat/reviews/) [Capterra Shortlist](https://www.capterra.com/customer-service-software/#shortlist) What is this product about? LiveChat enables you to have real-time conversations with your customers while they are on your website. [Learn more](https://www.capterra.com/p/62194/LiveChat/) Pros and cons based on reviews - Intuitive and simple interface - Efficient real-time communication - High cost for features - Occasional lag and connectivity issues Starting price $25.00 Per User, Per Month Free trial Highest and lowest rated features - Live Chat4.7 - Mobile Access4.6 - Support Ticket Management4.4 - Call Center Management4.5 - Gamification2.7 - Automated Routing3.8 - Alerts/Escalation4.4 - Email Management4.5 #### Selected review snippet M Max D. Hospitality, 51-200 employees > "The interface is clean and intuitive, making it easy for both new and experienced user to navigate without much training." March 26, 2026 Ease of use 4.6 (1,727) #### Selected review snippet C Colleen P. Non-Profit Organization Management, 11-50 employees > "LiveChat allows us to connect with job seekers and community members in real time, making it easier to answer questions, provide guidance, and create a welcoming first point of contact." April 14, 2026 Most popular Integrations Basecamp 4.3 Campaign Monitor by Marigold 4.5 Grasshopper 4.3 ProjectManager 4.1 Benchmark Email 4.3 LeadSquared 4.3 LiveChat connects with 121+ software tools[See all integrations](https://www.capterra.com/p/62194/LiveChat/#integrations) #### Selected review snippet Verified Reviewer Marketing and Advertising, 501-1,000 employees > "Very easy to use, minimal coding experience, seamless integration on website, decent internal reporting capabilities, great customer support with setting up and ongoing" February 19, 2026 --- [## Odoo](https://www.capterra.com/p/135618/Odoo/) [4.2 (1319)](https://www.capterra.com/p/135618/Odoo/reviews/) What is this product about? Odoo is an all-in-one open-source business platform for CRM, Sales, Accounting, Website, eCommerce, POS, Inventory, HR, and more. [Learn more](https://www.capterra.com/p/135618/Odoo/) Pros and cons based on reviews - Highly adaptable business solution - Customizable open-source foundation - Frequent bugs and reliability concerns - Payment and billing frustrations Starting price $31.10 Per User, Per Month Free trial Highest and lowest rated features - Reporting & Statistics4.7 - CRM4.6 - Support Ticket Management4.6 - Collaboration Tools4.8 - Email Management3.8 - Customizable Fields3.7 - Multi-Channel Communication4.0 - Mobile Access4.3 #### Selected review snippet P Patrick K. Construction, 11-50 employees > "The modern interface makes navigation pleasant for my entire team." June 13, 2026 Ease of use 4.0 (1,319) #### Selected review snippet P Patrick K. Construction, 11-50 employees > "The interconnection between applications is flawless: when a sale is validated, the inventory updates automatically, and the invoice is generated in a single click." June 13, 2026 Most popular Integrations Google Docs 4.8 PayPal 4.3 Instagram 4.7 Stripe 4.3 Zapier 4.7 Microsoft Outlook 4.3 Odoo connects with 14+ software tools[See all integrations](https://www.capterra.com/p/135618/Odoo/#integrations) #### Selected review snippet R Ryan P. Design, 1-10 employees > "Instead of piecing together multiple tools, Odoo integrates key business functions in one system which can simplify workflows and reduce tool sprawl." March 2, 2026 --- [## Intercom](https://www.capterra.com/p/134347/Intercom/) [4.5 (1135)](https://www.capterra.com/p/134347/Intercom/reviews/) [Capterra Shortlist](https://www.capterra.com/customer-service-software/#shortlist) What is this product about? Intercom is the complete AI-first customer service platform, improving experiences for customers, support agents, and managers [Learn more](https://www.capterra.com/p/134347/Intercom/) Pros and cons based on reviews - Versatile multichannel messaging tools - Efficient client support management - Complex and expensive pricing - Frequent technical glitches Starting price $39.00 Per User, Per Month Free trial Highest and lowest rated features - Live Chat4.7 - Support Ticket Management4.4 - Multi-Channel Communication4.5 - Autoresponders4.4 - Third-Party Integrations3.9 - API3.9 - CRM4.2 - Knowledge Base Management4.3 #### Selected review snippet H Henrik R. Program Development, 51-200 employees > "The intuitive interface allows for complex automation without requiring deep technical knowledge, which is a huge plus." May 28, 2025 Ease of use 4.4 (1,135) #### Selected review snippet DAVIS O. Information Technology and Services, 1,001-5,000 employees > "The live chat is fast and responsive, and the ability to see user activity in real time adds a layer of context that makes support feel proactive rather than reactive." August 20, 2025 Most popular Integrations Slack 4.9 Zapier 4.8 Meta for Business 4.4 Marketo Engage 4.3 Aircall 4.2 Operations Hub 4.8 Intercom connects with 97+ software tools[See all integrations](https://www.capterra.com/p/134347/Intercom/#integrations) #### Selected review snippet R Rebecca D. Non-Profit Organization Management, 51-200 employees > "We're also very happy with how it integrates with our other systems." August 21, 2025 --- Page 1 of 12 ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Filter (573) Products: Sort By: Featured Partners * * * Plan Type Free Trial Popular 85% of professionals opt for a 30-day trial before the software purchase Other subsciption plans: Free Version Monthly Subscription Annual Subscription One-Time License Key Features All key features Popular We have selected the most important and critical features as defined by Capterra user reviews AI Copilot [Alerts/Escalation](https://www.capterra.com/customer-service-software/features/alerts-escalation/) API Automated Routing [Call Center Management](https://www.capterra.com/customer-service-software/features/call-center-management/) Conversation Intelligence CRM Customizable Fields Dashboard Data Security Generative AI Inbox Management IVR Key Performance Indicators [Knowledge Base Management](https://www.capterra.com/customer-service-software/features/knowledge-base-management/) Queue Management Reporting & Statistics Service Level Agreement (SLA) Management Surveys & Feedback Task Automation Deployment Cloud, SaaS, Web-Based Desktop Mac Desktop Windows Desktop Linux On-Premise Windows On-Premise Linux Desktop Chromebook Mobile Android Mobile iPhone Mobile iPad Related Software Category: [Call Center Software](https://www.capterra.com/call-center-software/)[Complaint Management Software](https://www.capterra.com/complaint-management-software/)[CRM Software](https://www.capterra.com/customer-relationship-management-software/)[Help Desk Software](https://www.capterra.com/help-desk-software/)[Live Chat Software](https://www.capterra.com/live-chat-software/)[Online CRM Software](https://www.capterra.com/online-crm-software/)[Contact Center Software](https://www.capterra.com/contact-center-software/) I'm looking for Customer Service Software that is: [Free](https://www.capterra.com/customer-service-software/s/free/) Table of Contents - [Essential customer service software buying information](#essential-customer-service-software-buying-information) - [What are the most reviewed customer service software systems?](#what-are-the-most-reviewed-customer-service-software-systems) - [What is customer service software?](#what-is-customer-service-software) - [Customer service software pricing](#customer-service-software-pricing) - [Customer service software features rated by users](#customer-service-software-features-rated-by-users) - [Top customer service software benefits identified by users](#top-customer-service-software-benefits-identified-by-users) - [Common challenges of customer service software identified by users](#common-challenges-of-customer-service-software-identified-by-users) - [What is customer service software used for?](#what-is-customer-service-software-used-for) - [Who uses customer service software?](#who-uses-customer-service-software) - [Common customer service software integrations](#common-customer-service-software-integrations) - [Recent trends in customer service software](#recent-trends-in-customer-service-software) - [Learn more about how customer service software can help your business](#learn-more-about-how-customer-service-software-can-help-your-business) ## Essential customer service software buying information [Customer service software](https://www.capterra.com/customer-service-software/) enables businesses to manage and track customer relationships and support services. From ticket tracking to complaint resolution and reporting, customer service software solutions allow organizations to manage and assess the quality of their interactions with customers. Customer service applications also include an internal knowledge base, providing customer service representatives with the information necessary to resolve customer complaints. Customer-facing employees use customer service software to streamline customer inquiries, provide personalized support, and facilitate business operations. Most customer service solutions on the market are priced on a per month basis, and typical entry-level pricing starts at $9 per month while more advanced or premium systems are commonly priced at $180 per month and above.\[[1](#sources)\] First-time buyers should consider whether to opt for customer service software as opposed to other customer-focused solutions like [call center software](https://www.capterra.com/call-center-software/) or [customer experience software](https://www.capterra.com/customer-experience-software/). This decision can depend on who will be the end-user of this software and whether the desired outcome is to address customer inquiries and issues or to enhance overall customer satisfaction and improve brand engagement. With that in mind, buyers should evaluate their budget, the number of users, specific use cases, and necessary integrations when deploying these tools. Additionally, buyers should consult with stakeholders on a list of critical questions to help you evaluate systems based on your needs, such as: - Can the tool perform multi-channel communication? - Are there features for gathering customer feedback? - Can the software scale to support the growth of customer service teams and handle increased volume if needed? - What level of training and support is provided to implement the use of this software? - Does the tool offer live chat features to address issues in real time? Shep Hyken\[[2](#sources)\], a renowned [thought leader in customer experience](https://www.capterra.com/resources/ai-powered-customer-service/), underscores the importance of considering both customer and employee experiences when implementing new technologies. "Many companies feel they're investing in technology that is meant to be used for the customer. The reality of some technologies is that they may be great for the customer but may not be so great for the employee experience," Hyken explains. So I believe we have to look at both sides—the employee experience as well as the customer experience." ## What are the most reviewed customer service software systems?  [Capterra Shortlist](https://www.capterra.com/customer-service-software/shortlist/) identifies the top customer service systems based on a proprietary blend of user ratings and popularity, helping small businesses quickly find the most effective customer service solution for their needs.\[[3](#sources)\] Here are the five most-reviewed products in our Capterra Shortlist for this category: | Product | Overall score | Popularity score | Ratings score | | --- | --- | --- | --- | | [LiveChat](https://www.capterra.com/p/62194/LiveChat/) | 99/100 | 50/50 | 49/50 | | [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) | 93/100 | 45/50 | 48/50 | | [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) | 89/100 | 41/50 | 48/50 | | [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) | 85/100 | 37/50 | 48/50 | | [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) | 84/100 | 35/50 | 49/50 | These rankings are determined by combining verified user ratings and publicly available web search popularity data: - **Ratings score:** Relative score of the software based on ratings given by users on Capterra, normalized for the number and recency of reviews. - **Popularity score**: Relative popularity of software based on web search trends and products’ web presence. ## What is customer service software?  [Customer service software](https://www.capterra.com/customer-service-software/) platforms are tools that help businesses manage and solve customer queries. They typically do so by applying a ticketing system that documents, tracks, and aids in resolving customer queries. Customer service systems collate customer requests from multiple channels, such as phone, email, chat, and social media, into one single portal. This can make it simpler and quicker for support agents to respond to queries. This software also allows multiple agents to work on each ticket, making it more convenient for different teams to collaborate on meeting customer needs. Such tools provide detailed reports and insights into customer interactions, helping organizations assess the quality of their customer support service. Gartner estimates that by 2027, 91% of Customer Service and Support (CSS) software spend will be for cloud-based deployments, up from 84% in 2022. Very few vendors will still offer a hybrid deployment style due to development costs being predominantly focused on cloud-based solutions. Additionally, the CSS market can be poised for a lot of innovation, driven by AI and GenAI because of the strong ROI that AI and GenAI can generate.\[[4](#sources)\] Capterra covers 671 products in the customer service category, along with 6,958 verified user reviews in the past year.\[[5](#sources)\] ## Customer service software pricing Most customer service software solutions on the market are priced on a "per month" basis, and a typical entry-level pricing plan is around $9 per month. Premium and advanced system subscriptions often exceed $180 per month. - Features with entry-level systems are designed to meet the needs of small businesses or customer service teams, as they generally include a limited number of seats. Other features usually included at the entry-level are support ticket management, real-time notifications, and basic reporting. - Premium features tend to include a higher or unlimited number of contacts and additional feature modules such as Robotic Process Automation (RPA) features, marketing automation, priority customer support, SSO, and other third-party system integrations. These are suitable for large businesses with numerous customer service teams and departments, as well as complex customization needs. Additionally, 401 customer service software vendors listed in our catalog offer free trials and some systems also offer [free versions](https://www.capterra.com/customer-service-software/s/free/). These can be leveraged to help businesses evaluate the tool and decide if they like it before committing any money. ## Customer service software features rated by users All customer service software includes knowledge base management, multi-channel communication, and support ticket management features, and most share a variety of common features such as live chat, real-time notifications, customer databases, alerts and escalations, and call center management. ### Core customer service software features - **Support ticket management:** Allows customers/users to submit support queries and service requests. 84% rate this feature as critical or highly important. - **Multi-channel communication:** Facilitates communication with customers from multiple channels including email, live chat, phone, and social media. 75% rate this feature as critical or highly important. - **Interaction tracking:** Track interaction history by documenting conversations for contacts. ### Common customer service software features - **Call center management:** Manage call center activities including call monitoring, call recording, call answering, call transfer, etc. 77% rate this feature as critical or highly important. - **Alerts for escalation:** System-generated notifications about the need to bump the priority level of a ticket. - **Automated routing:** Tickets are automatically assigned to specific agents based on predefined rules. - **Customer relationship management (CRM):** Built-in CRM capabilities or integration with a third-party CRM system. - **Inbox management:** Organize, prioritize, and manage incoming communications. - **Knowledge base management:** Enables the creation, management, and updating of a repository of information, often known as a knowledge base. - **Queue management:** Monitor wait time and abandonment for incoming requests that have not been routed. - **Reporting and statistics:** Collection, analysis, and representation of numerical data and generation of reports to understand various patterns. - **Surveys and feedback:** Gauge satisfaction and receive information for improvement and success. ## Top customer service software benefits identified by users **Enhances team collaboration:** Reviewers state that customer service software can enable collaboration between different agents in order to resolve user queries and manage escalations effectively.  _“It is relatively simple to set up and allows for both customers and service agents to have smooth communications across the board”_ –Yitzhak B, digital service team lead **Improves client communication:** Customer service software facilitates efficient communication between clients and support teams, ensuring queries are addressed in a prompt and effective manner. _“It has been a crucial platform in my organization as it allows me to communicate more closely with clients and colleagues”_ –Jaya T, security engineer, financial services **Facilitates workflow automation:** Users say that the automation of repetitive workflow tasks can help users save time and focus on other urgent tasks.  “_The automation streamlines processes, reduces manual effort and enables us to focus on high-value activities that drive customer success”_ –Jisha J, manager, customer success  **Enables performance improvement:** Users highlight that customer service software boosts efficiency and productivity by offering advanced features and seamless integration with other tools. _“This centralized approach simplifies management, improves response times, and enhances the overall customer service experience”_ –Daniel P, group compliance manager, human resources ## Common challenges of customer service software identified by users When it comes to challenges with customer service software, users most frequently cite issue resolution problems like bugs and glitches that may lead to slow response times or dysfunctional features. The second most cited challenge is pricing. When narrowing a shortlist of products, buyers should review pricing tiers and verify that they align with their company’s allocated budget and that they only pay for premium features that they need to use.  A third challenge businesses may find when implementing the software is how to train their staff to use the tools effectively. Buyers should make sure that the software is user-friendly and comes with its own help desk and guide for assistance. More broadly, when buying new platforms, 40% of software purchasers disclose that addressing security concerns is a top challenge, while another 36% mention issues with finding software compatible with existing systems. \[[6](#sources)\] ## What is customer service software used for? Analysis of our extensive customer service software reviews highlights the most common use cases: **Automating processes**: Customer service tools can streamline processes and automate tasks by setting up macros, automatic tickets closures, notifications, and escalations. This can optimize workflows and increase productivity.  **Performance improvement**: These tools can generate performance reports to help teams track essential metrics and identify areas for improvement. When combined with the time saving capabilities customer service software has with the automation of processes, teams can witness a performance boost.  **Ticket management:**  Customer service tools help customers submit their support queries and service requests easily and escalate these queries when needed.  Customer service software can be categorized into different types: - [**Customer support software**](https://www.capterra.com/customer-support-software/) allows businesses to engage with customers through multiple communication channels such as live chat, email, ticketing, social media integrations, and more, to handle customer needs. - [**Call center software**](https://www.capterra.com/call-center-software/) is a business solution that facilitates call center agents to automate and standardize the process of providing phone support to customers. Call center solutions help organizations run their contact centers more efficiently by managing inbound and outbound calls, recording customer complaints, monitoring customer experience, and tracking agent productivity. - [**Help desk software**](https://www.capterra.com/help-desk-software/) is a customer service tool that enables organizations to respond more efficiently to their users. Such tools elevate the ability of customer service departments to provide fast and effective support to employees, end-users, and customers. - [**Chatbot software**](https://www.capterra.com/chatbot-software/) provides automated responses to queries from customers, leads, or other users. - [**Customer advocacy software**](https://www.capterra.com/customer-advocacy-software/) helps businesses engage loyal customers and reward them for advocating track referrals, and monitor advocacy campaign performance. ## Who uses customer service software? Customer service software is utilized by various organizations to enhance customer interactions and support operations through multiple channels. The primary users include customer support teams, marketing teams, and product management teams. These roles leverage the software to manage inquiries, resolve issues, enhance client communication, and gain insights into customer feedback for product and marketing strategies. Our reviews data from the past year reveals that nearly 50% of users are from small businesses with 50 or fewer employees. These users predominantly come from industries such as IT and software, consumer services, retail, financial services, insurance, marketing and advertising, and telecommunications. Essentially, all entities that interact with customers or clients can benefit from customer service software to manage inquiries and resolve issues. ## Common customer service software integrations We analyzed our extensive reviews database and determined that the three categories most often integrated with customer service software are customer relationship management, email marketing, and project management. When it comes to customer support service, [CRM software](https://www.capterra.com/customer-relationship-management-software/) integrations can ensure that customer data is synchronized across platforms, and help agents access information and deliver personalized support. [Email marketing](https://www.capterra.com/email-marketing-software/) integrations, on the other hand, facilitate seamless communication efforts, allowing customer service teams to align with marketing campaigns and provide timely updates to customers. Additionally, [project management](https://www.capterra.com/project-management-software/) integrations streamline the tracking and resolution of customer issues, fostering better collaboration among team members and ensuring that tasks are completed efficiently. The sentiment around integration is largely positive, with users noting the comprehensive integration capabilities, user-friendly interfaces, and powerful automation features. These integrations have the potential to enhance operational efficiency and provide valuable insights through advanced analytics, supporting better decision-making and customer service outcomes. ## Recent trends in customer service software **Service priorities are evolving in 2024:** Gartner reports that customer service leaders state their key priorities for 2024 are improving the customer experience, employing analytics to understand the voice-of-the-customer, and enhancing operations. To accomplish these goals, customer service leaders will need to navigate an evolving landscape that includes dynamic self-service options, the impactful use of generative AI (GenAI), and strategies for holistic customer journeys. \[[7](#sources)\] **AI-enabled customer service:** AI is transforming customer service by playing a key role in automating tasks. AI-enabled tools can automate tasks using predictive analytics, machine learning (ML), natural language processing, and generative AI models to train algorithms on past customer interactions, website content, and external search results pages, providing numerous [benefits to customer service teams](https://www.capterra.com/resources/top-ai-customer-service-tools/#what-are-the-benefits-of-using-customer-service-tools-with-ai-capabilities).  **Mobile app-friendly customer service:** Providing mobile-enabled contact points makes for a better customer experience. A [mobile customer service software app](https://www.capterra.com/resources/top-customer-service-apps/) allows users to monitor support processes on the go. Additionally, some apps have AI-powered chatbots that not only facilitate instant responses to customer inquiries but can also reduce operational costs for your business. ## Learn more about how customer service software can help your business - [Customer Service vs. Customer Support](https://www.capterra.com/resources/customer-service-vs-customer-support/) - [5 Key Customer Service Software Features With Top Products That Offer Them](https://www.capterra.com/resources/key-customer-service-software-features/) - [6 Top-Rated AI-Enabled Tools for Customer Service](https://www.capterra.com/resources/top-ai-customer-service-tools/) - [Are You Sabotaging Your Online Sales? A Customer Experience Pro's Do's and Don'ts](https://www.capterra.com/resources/customer-experience-strategy/) - [As Half of U.S. Businesses Use AI in Customer Service Operations, Their Biggest Obstacle Is Maintaining Consumer Trust](https://www.capterra.com/resources/how-ai-benefits-customer-service-operations/) Sources 1. **Capterra software pricing data:** Products evaluated for the pricing calculation were taken from Capterra’s customer service software directory. The pricing ranges exclude freemium versions of the products. The features highlighted were identified based on their relevance and the percentage of products in the Capterra directory that offer them. 2. [Shep Hyken](https://www.linkedin.com/in/shephyken/), LinkedIn 3. **Capterra Shortlist:** Capterra Shortlist identifies the top products in our software categories based on a proprietary blend of user ratings and popularity. We featured the products with the most reviews at the time of Capterra Shortlist publication. [Read the complete methodology](https://www.capterra.com/resources/proprietary-data-research/#capterra-shortlist-methodology). 4. [Forecast Analysis: CRM Customer Service and Support Software, Worldwide](https://www.gartner.com/doc/5294863), Gartner 5. **Capterra reviews data:** Capterra reviews are collected from verified users for individual software products. For this report, we analyzed reviews from the past year as of the production date. [Learn more about our review verification process](https://www.capterra.com/faq/faqs-verification/). 6. **Capterra 2025 Tech Trends Survey:** The 2025 Tech Trends Survey was conducted online in August 2024 to understand the timeline, organizational challenges, adoption & budget, vendor research behaviors, ROI expectations, and satisfaction levels for software buyers. [Read the complete survey methodology here](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology).  7. [Top Customer Service Trends and Priorities for 2024](https://www.gartner.com/en/customer-service-support/insights/service-leaders-priorities), Gartner ### Get to a better list with verified ratings & reviews ### Get to a better list with verified ratings & reviews Capterra Shortlist charts the highest-rated and most popular software products. Explore, save your progress, and share with colleagues. Want to learn more? [Read full scoring methodology](https://www.capterra.com/resources/proprietary-data-research/#capterra-shortlist-methodology) ## Our Top 5 Picks 2026 Capterra Shortlist The five highest-scoring tools from our shortlist, compared on the metrics that matter most. Comparison of the top five products included in this Capterra Shortlist | Comparison categories | Top Rated
[](#5394778a-b40c-41ca-9180-a6d200b29051)
[Act!](#5394778a-b40c-41ca-9180-a6d200b29051)[
3.9 (928)
](#5394778a-b40c-41ca-9180-a6d200b29051) | Top Support
[](#ad44b7e5-242d-4006-ba5b-a6d200b4f35c)
[LiveChat](#ad44b7e5-242d-4006-ba5b-a6d200b4f35c)[
4.6 (1,727)
](#ad44b7e5-242d-4006-ba5b-a6d200b4f35c) | Great Value
[](#7ab9772e-1e92-48c9-bfbb-a6d200b42fbe)
[Freshdesk](#7ab9772e-1e92-48c9-bfbb-a6d200b42fbe)[
4.5 (3,468)
](#7ab9772e-1e92-48c9-bfbb-a6d200b42fbe) | Feature Rich
[](#f9409c84-4f61-4fde-af2d-a6d200b49f49)
[Intercom](#f9409c84-4f61-4fde-af2d-a6d200b49f49)[
4.5 (1,135)
](#f9409c84-4f61-4fde-af2d-a6d200b49f49) | Easy to Use
[](#454d70b3-4cee-4453-8c17-a6d200b70c43)
[Tidio](#454d70b3-4cee-4453-8c17-a6d200b70c43)[
4.7 (590)
](#454d70b3-4cee-4453-8c17-a6d200b70c43) | | --- | --- | --- | --- | --- | --- | | Capterra score | 92/100 | 91/100 | 91/100 | 91/100 | 89/100 | | Starting price | $30.00/month | $25.00/month | $19.00/month | $39.00/month | $0.00/month | | Free plan | Not available | Not available | Available | Not available | Available | | Free trial | Available | Available | 14-day trial | Available | Available | | Standout Feature | Access Controls/Permissions | Alerts/Notifications | Case Management | Access Controls/Permissions | Activity Tracking | | Integrations | 24 integrations | 121 integrations | 78 integrations | 97 integrations | 45 integrations | ## Explore the Full Customer Service Shortlist ## Explore the Full Customer Service Shortlist [ ](https://www.capterra.com/p/175860/Act/) ## [Act!](https://www.capterra.com/p/175860/Act/) [ 3.9 (928)](https://www.capterra.com/p/175860/Act/reviews/)[View all reviews](https://www.capterra.com/p/175860/Act/reviews/) [](https://www.capterra.com/p/175860/Act/)Add to compare Act! Advantage is an all-in-one, full front-office CRM solution that unites sales, marketing, and customer management. Overall Score 92/100 Popularity45/50 Rating47/50 Review Breakdown Ease of Use 3.9 Customer Service 3.6 Features 3.9 Value for Money 3.9 Paid plans start at $30.00Per User, Per Month Free Trial Free Version Category features 7/20 Pros and Cons JC Jamie C Hospital & Health Care, 2 - 10 employeesUsed the software for: More than 2 years. “The flexibility to customize fields, organize contacts, and use features like Mail Merge has made it a valuable tool for maintaining strong customer relationships and improving productivity“ June 8, 2026 Clive B Legal Services, 2 - 10 employeesUsed the software for: 1-2 years. “does not interact with the new Outlook email system, this means that if you rely on meetings etc being automatically confirmed with your client, you will need to do this manually.“ July 16, 2026 [Read all 928 reviews→](https://www.capterra.com/p/175860/Act/reviews/) [ ](https://www.capterra.com/p/124981/Freshdesk/) [ 4.5 (3,468)](https://www.capterra.com/p/124981/Freshdesk/reviews/)[View all reviews](https://www.capterra.com/p/124981/Freshdesk/reviews/) Add to compare Freshdesk is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Overall Score 91/100 Popularity44/50 Rating47/50 Review Breakdown Ease of Use 4.5 Customer Service 4.5 Features 4.3 Value for Money 4.4 Paid plans start at $19.00Per User, Per Month Free Trial Free Version Category features 13/20 Pros and Cons SN Suresh N Airlines/Aviation, 51 - 200 employeesUsed the software for: Less than 6 months. “Comprehensive, integrated helpdesk we used for tracking customer queries and we made the process more efficient and reliable in less than 3 months.“ June 29, 2026 Balanjaneya Sharma B Human Resources, 51 - 200 employeesUsed the software for: I used a free trial. “Many of the platform's features feel outdated and have not kept pace with recent advancements in AI and automation.“ July 22, 2026 [Read all 3,468 reviews→](https://www.capterra.com/p/124981/Freshdesk/reviews/) [ ](https://www.capterra.com/p/134347/Intercom/) ## [Intercom](https://www.capterra.com/p/134347/Intercom/) [ 4.5 (1,135)](https://www.capterra.com/p/134347/Intercom/reviews/)[View all reviews](https://www.capterra.com/p/134347/Intercom/reviews/) [](https://www.capterra.com/p/134347/Intercom/)Add to compare Intercom is the complete AI-first customer service platform, improving experiences for customers, support agents, and managers Overall Score 91/100 Popularity44/50 Rating47/50 Review Breakdown Ease of Use 4.4 Customer Service 4.3 Features 4.4 Value for Money 4.0 Paid plans start at $39.00Per User, Per Month Free Trial Free Version Category features 9/20 Pros and Cons Sofia B Financial Services, 11 - 50 employeesUsed the software for: More than 2 years. “From transparent, clear pricing to a sleek product that feels native to our app (even though we haven’t fully leveraged it) they are, in my opinion, leading the way in shaping the present and future of support.“ August 19, 2025 Rael d Information Technology and Services, 51 - 200 employeesUsed the software for: More than 2 years. “Our support team has established operating hours, and so if someone works outside of those hours, we don't want to give our customers the impression that we're available 24/7.“ August 12, 2025 [Read all 1,135 reviews→](https://www.capterra.com/p/134347/Intercom/reviews/) [ ](https://www.capterra.com/p/62194/LiveChat/) ## [LiveChat](https://www.capterra.com/p/62194/LiveChat/) [ 4.6 (1,727)](https://www.capterra.com/p/62194/LiveChat/reviews/)[View all reviews](https://www.capterra.com/p/62194/LiveChat/reviews/) [](https://www.capterra.com/p/62194/LiveChat/)Add to compare LiveChat enables you to have real-time conversations with your customers while they are on your website. Overall Score 91/100 Popularity44/50 Rating47/50 Review Breakdown Ease of Use 4.6 Customer Service 4.6 Features 4.5 Value for Money 4.5 Paid plans start at $25.00Per User, Per Month Free Trial Free Version Category features 15/20 Pros and Cons DM Dimakatso M Health, Wellness and Fitness, 2 - 10 employeesUsed the software for: More than 2 years. “LiveChat is the most incredible tool that I use on a daily basis-I like that it enables me to interact with our online visitors via my facility website.“ June 29, 2026 CE Charles E Logistics and Supply Chain, 2 - 10 employeesUsed the software for: I used a free trial. “Difficult to get it setup and working correctly in my experience.“ May 15, 2026 [Read all 1,727 reviews→](https://www.capterra.com/p/62194/LiveChat/reviews/) [ ](https://www.capterra.com/p/144040/Tidio-Chat/) ## [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/) [ 4.7 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/)[View all reviews](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) [](https://www.capterra.com/p/144040/Tidio-Chat/)Add to compare Tidio is customer service software with live chat, help desk, chatbot, and AI agent options designed to streamline support. Overall Score 89/100 Popularity41/50 Rating48/50 Review Breakdown Ease of Use 4.7 Customer Service 4.6 Features 4.6 Value for Money 4.5 Paid plans start at Not provided by the vendor Category features 12/20 Pros and Cons MD Monika D Information Technology and Services, 201 - 500 employeesUsed the software for: 6-12 months. “It centralizes student/parent support, automates repetitive questions, enhances communication through emails and messages, and even helps teachers with internal support.“ November 22, 2025 ML Margaret L E-Learning, 2 - 10 employeesUsed the software for: 1-2 years. “Also, I had computer security problems because I was using it with Wordpress and I didn't have a good security running. If using with Wordpress, security must be good and kept up to date.“ December 25, 2025 [Read all 590 reviews→](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) [ ](https://www.capterra.com/p/185973/HelpDesk/) [ 4.6 (182)](https://www.capterra.com/p/185973/HelpDesk/reviews/)[View all reviews](https://www.capterra.com/p/185973/HelpDesk/reviews/) Add to compare HelpDesk.com is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly. Overall Score 88/100 Popularity41/50 Rating47/50 Review Breakdown Ease of Use 4.7 Customer Service 4.5 Features 4.4 Value for Money 4.4 Paid plans start at $29.00Per User, Per Month Free Trial Free Version Category features 17/20 Pros and Cons Jessica B Consumer Services, 2 - 10 employeesUsed the software for: Less than 6 months. “I absolutely love the feature of being able to hands on communicate to users that need to ask personalized questions in regards to service.“ July 12, 2026 Ns Neel s Computer Games, Self-employedUsed the software for: I used a free trial. “There refund policy, terms and service and customer support is complete scam they had blocked my account in trial period but they still charged me when the trial period ended and told me that I had to contact them to deactivate the subscription this even means they might had kept me charging for the services which they have blocked for every month until and unless I would have contacted their support and they are now not even refunding me the amount they charged for the subscription after the trial period ended for the services which they have blocked on their end for ke“ March 18, 2026 [Read all 182 reviews→](https://www.capterra.com/p/185973/HelpDesk/reviews/) [ ](https://www.capterra.com/p/227102/JIRA-Service-Management/) ## [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) [ 4.5 (771)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)[View all reviews](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) [](https://www.capterra.com/p/227102/JIRA-Service-Management/)Add to compare ITSM solution that helps teams deliver IT and employee support as well as service through AI automation, self-service & collaboration. Overall Score 87/100 Popularity40/50 Rating47/50 Review Breakdown Ease of Use 4.3 Customer Service 4.3 Features 4.5 Value for Money 4.3 Paid plans start at $20.00Per User, Per Month Free Trial Free Version Category features 9/20 Pros and Cons BT Benjamin T Telecommunications, 201 - 500 employeesUsed the software for: 6-12 months. “It integrates seamlessly with other tools in the Atlassian ecosystem and allows teams to build highly tailored workflows and automations.“ May 1, 2026 AP Adam P Management Consulting, 10,001+ employeesUsed the software for: More than 2 years. “The main drawback for me was the complexity that comes with its flexibility. While the customisation options are powerful, they can make the system feel clunky for everyday users, especially when workflows or forms become overly layered.“ June 16, 2026 [Read all 771 reviews→](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) [ ](https://www.capterra.com/p/169505/Zoho-Desk/) ## [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) [ 4.5 (2,214)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)[View all reviews](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) [](https://www.capterra.com/p/169505/Zoho-Desk/)Add to compare Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier. Overall Score 87/100 Popularity40/50 Rating47/50 Review Breakdown Ease of Use 4.4 Customer Service 4.3 Features 4.5 Value for Money 4.5 Paid plans start at $20.00Per User, Per Month Free Trial Free Version Category features 11/20 Pros and Cons DM David M Mechanical or Industrial Engineering, 51 - 200 employeesUsed the software for: More than 2 years. “I like the most that I can open a customer record and see all previous tickets, notes, and conversations all at the same time, and this way, I can understand that there are certain issues with certain equipment.“ December 14, 2025 DR Daniel R Automotive, 51 - 200 employeesUsed the software for: 1-2 years. “Sometimes mail integration fails l, so we always mount the mail account directly to be sure we don’t miss tickets.“ October 16, 2025 [Read all 2,214 reviews→](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) [ ](https://www.capterra.com/p/132901/Front/) ## [Front](https://www.capterra.com/p/132901/Front/) [ 4.5 (288)](https://www.capterra.com/p/132901/Front/reviews/)[View all reviews](https://www.capterra.com/p/132901/Front/reviews/) [](https://www.capterra.com/p/132901/Front/)Add to compare Front’s powerful customer service platform makes five-star service attainable for 9,000 businesses like yours. Overall Score 86/100 Popularity39/50 Rating47/50 Review Breakdown Ease of Use 4.5 Customer Service 4.4 Features 4.4 Value for Money 4.1 Paid plans start at $25.00Per User, Per Month Free Trial Free Version Category features 10/20 Pros and Cons CJ Céline J Consumer Services, 51 - 200 employeesUsed the software for: 1-2 years. “It also has very seamless integration capabilities with other software.“ June 23, 2026 CJ Céline J Consumer Services, 51 - 200 employeesUsed the software for: 1-2 years. “The price is a real problem because it's charged per user, which tends to be quite expensive for a company with a large workforce.“ June 23, 2026 [Read all 288 reviews→](https://www.capterra.com/p/132901/Front/reviews/) Need a Little Help? Talk with a software expert for free. Get a list of software that’s great for you in less than 15 minutes. [ ](https://www.capterra.com/p/102188/LiveAgent/) ## [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) [ 4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/)[View all reviews](https://www.capterra.com/p/102188/LiveAgent/reviews/) [](https://www.capterra.com/p/102188/LiveAgent/)Add to compare Award-winning help desk, ticketing, live chat, and call center software, easy to use from the start. Try it with a free 1-month trial. Overall Score 86/100 Popularity38/50 Rating48/50 Review Breakdown Ease of Use 4.6 Customer Service 4.7 Features 4.6 Value for Money 4.6 Paid plans start at $15.00Per User, Per Month Free Trial Free Version Category features 7/20 Pros and Cons Jacopo R Information Technology and Services, 2 - 10 employeesUsed the software for: More than 2 years. “For us, it is an essential tool: it enables us to manage tickets, live chats, and client requests in a well-organised and professional manner.“ May 3, 2026 LD Lukáš D Security and Investigations, 11 - 50 employeesUsed the software for: More than 2 years. “However, the lack of responsive, multi-channel support (phone, screen sharing) significantly slows down issue resolution.“ April 30, 2026 [Read all 1,787 reviews→](https://www.capterra.com/p/102188/LiveAgent/reviews/) [ ](https://www.capterra.com/p/164283/Zendesk/) [ 4.4 (4,089)](https://www.capterra.com/p/164283/Zendesk/reviews/)[View all reviews](https://www.capterra.com/p/164283/Zendesk/reviews/) Add to compare Zendesk is the all-in-one customer service support software that delivers exceptional experiences. Overall Score 86/100 Popularity40/50 Rating46/50 Review Breakdown Ease of Use 4.3 Customer Service 4.3 Features 4.4 Value for Money 4.2 Paid plans start at $115.00Per User, Per Month Free Trial Free Version Category features 9/20 Pros and Cons MS Moiz S Information Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “I'm just happy that Live Call Monitoring actually works (so I can monitor a new user who may be having some problems within their first couple minutes) of using the system.“ July 11, 2026 MS Moiz S Information Technology and Services, 11 - 50 employeesUsed the software for: More than 2 years. “My biggest frustration is the fact that sometimes after opening the Agent Desktop my status becomes “Working” or “Rejected,” but I am unable to toggle it back to “Available.”“ July 11, 2026 [Read all 4,089 reviews→](https://www.capterra.com/p/164283/Zendesk/reviews/) [ ](https://www.capterra.com/p/155357/Gorgias/) ## [Gorgias](https://www.capterra.com/p/155357/Gorgias/) [ 4.6 (135)](https://www.capterra.com/p/155357/Gorgias/reviews/)[View all reviews](https://www.capterra.com/p/155357/Gorgias/reviews/) [](https://www.capterra.com/p/155357/Gorgias/)Add to compare The conversational AI platform for ecommerce that drives sales and resolves support inquiries through hyper-personalized, instant custo Overall Score 83/100 Popularity36/50 Rating47/50 Review Breakdown Ease of Use 4.6 Customer Service 4.5 Features 4.5 Value for Money 4.5 Paid plans start at $60.00Flat Rate, Per Month Free Trial Free Version Category features 7/20 Pros and Cons FA Frank A Business Supplies and Equipment, 11 - 50 employeesUsed the software for: More than 2 years. “The pricing model fits a collaborative business environment, because charging per ticket instead of per user allowed nearly everyone in our company to use it freely without worrying about seat limits, which massively streamlined cross‑team communication.“ March 21, 2026 DY Darren Y Marketing and Advertising, 11 - 50 employeesUsed the software for: More than 2 years. “The rules builder can get complicated fast if you're running a lot of automations.“ April 10, 2026 [Read all 135 reviews→](https://www.capterra.com/p/155357/Gorgias/reviews/) [ ](https://www.capterra.com/p/157853/JustCall/) ## [JustCall](https://www.capterra.com/p/157853/JustCall/) [ 4.1 (225)](https://www.capterra.com/p/157853/JustCall/reviews/)[View all reviews](https://www.capterra.com/p/157853/JustCall/reviews/) [](https://www.capterra.com/p/157853/JustCall/)Add to compare AI Voice Agents, IVR, smart routing, and live monitoring — everything your support team needs. Free 14-day trial. Overall Score 81/100 Popularity37/50 Rating44/50 Review Breakdown Ease of Use 4.3 Customer Service 4.1 Features 4.1 Value for Money 4.1 Paid plans start at $29.00Per User, Per Month Free Trial Free Version Category features 12/20 Pros and Cons Jk John k Information Technology and Services, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “The automated dialer is faster than the 8x8 system that we used previously and I can complete my list before the end of my shift.“ February 17, 2026 Drew H Accounting, Self-employedUsed the software for: Less than 6 months. “The compliance process was overly lengthy and burdensome, taking over a month without resulting in service activation.“ April 10, 2026 [Read all 225 reviews→](https://www.capterra.com/p/157853/JustCall/reviews/) [ ](https://www.capterra.com/p/143005/Groove/) ## [Groove](https://www.capterra.com/p/143005/Groove/) [ 4.5 (87)](https://www.capterra.com/p/143005/Groove/reviews/)[View all reviews](https://www.capterra.com/p/143005/Groove/reviews/) [](https://www.capterra.com/p/143005/Groove/)Add to compare Groove is a help desk software that provides a shared inbox, knowledge base, live chat, and reporting to enhance customer support. Overall Score 80/100 Popularity32/50 Rating48/50 Review Breakdown Ease of Use 4.6 Customer Service 4.7 Features 4.2 Value for Money 4.5 Paid plans start at $29.00Per User, Per Month Free Trial Free Version Category features 13/20 Pros and Cons JS Josh S Legal Services, 51 - 200 employeesUsed the software for: 1-2 years. “Sleek UI, and the fact that Groove has a knowledge base that you can publish to users is a really nice bonus.“ May 29, 2025 LK Lauren K Electrical/Electronic Manufacturing, 201 - 500 employeesUsed the software for: Less than 6 months. “Groove lacks the capacity to export the data analytics provided in the report’s dashboard.“ February 13, 2024 [Read all 87 reviews→](https://www.capterra.com/p/143005/Groove/reviews/) [ ](https://www.capterra.com/p/136909/Help-Scout/) ## [Help Scout](https://www.capterra.com/p/136909/Help-Scout/) [ 4.6 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)[View all reviews](https://www.capterra.com/p/136909/Help-Scout/reviews/) [](https://www.capterra.com/p/136909/Help-Scout/)Add to compare Help Scout's customer service software has the features you need to keep things simple, move fast, and focus on delighting customers. Overall Score 79/100 Popularity33/50 Rating46/50 Review Breakdown Ease of Use 4.7 Customer Service 4.6 Features 4.3 Value for Money 4.4 Paid plans start at $55.00Flat Rate, Per Month Free Trial Free Version Category features 9/20 Pros and Cons Krystal M Information Technology and Services, 51 - 200 employeesUsed the software for: More than 2 years. “Help Scout has a clean, intuitive interface that doesn't overwhelm users with unnecessary complexity - new team members can get comfortable with it quickly without much hand-holding.“ April 19, 2026 MO Meghann O Computer Software, 51 - 200 employeesUsed the software for: More than 2 years. “I don't love the recent updates and we often had technical issues of our webhook disabling.“ December 4, 2024 [Read all 226 reviews→](https://www.capterra.com/p/136909/Help-Scout/reviews/) [ ](https://www.capterra.com/p/10025756/Sobot/) ## [Sobot](https://www.capterra.com/p/10025756/Sobot/) [ 4.9 (113)](https://www.capterra.com/p/10025756/Sobot/reviews/)[View all reviews](https://www.capterra.com/p/10025756/Sobot/reviews/) [](https://www.capterra.com/p/10025756/Sobot/)Add to compare Sobot offers a versatile platform that includes chatbot, live chat, voice support, ticketing systems, and the WhatsApp Business API. Overall Score 79/100 Popularity29/50 Rating50/50 Review Breakdown Ease of Use 5.0 Customer Service 4.9 Features 4.9 Value for Money 4.9 Paid plans start at Not provided by the vendor Category features 14/20 Pros and Cons CM Candace M Apparel & Fashion, 11 - 50 employeesUsed the software for: Less than 6 months. “What was most useful was how it helped us manage customer inquiries more efficiently, Many of the questions we receive are related to order tracking, shipping updates, returns, and product availability, and the chatbot was able to handle a large portion of those requests automatically.“ June 9, 2026 KB Kelly B Retail, 11 - 50 employeesUsed the software for: 6-12 months. “The default 'personality' was a bit too robotic for our brand.“ August 25, 2025 [Read all 113 reviews→](https://www.capterra.com/p/10025756/Sobot/reviews/) [ ](https://www.capterra.com/p/132852/Talkdesk/) ## [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/) [ 4.5 (733)](https://www.capterra.com/p/132852/Talkdesk/reviews/)[View all reviews](https://www.capterra.com/p/132852/Talkdesk/reviews/) [](https://www.capterra.com/p/132852/Talkdesk/)Add to compare Talkdesk is intuitive, cloud-based contact center software with advanced features, comprehensive reporting and seamless integrations. Overall Score 78/100 Popularity32/50 Rating46/50 Review Breakdown Ease of Use 4.7 Customer Service 4.6 Features 4.4 Value for Money 4.5 Paid plans start at $85.00Per User, Per Month Free Trial Free Version Category features 12/20 Pros and Cons Gerrol C Real Estate, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “One thing I like about Talkdesk is the massive option of reports it is giving as it can be useful for generating statistics for the team.“ April 22, 2026 Gerrol C Real Estate, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “This cause delays in processing requests we are receiving.“ April 22, 2026 [Read all 733 reviews→](https://www.capterra.com/p/132852/Talkdesk/reviews/) [ ](https://www.capterra.com/p/164070/UJET/) ## [UJET](https://www.capterra.com/p/164070/UJET/) [ 4.6 (140)](https://www.capterra.com/p/164070/UJET/reviews/)[View all reviews](https://www.capterra.com/p/164070/UJET/reviews/) [](https://www.capterra.com/p/164070/UJET/)Add to compare UJET is modern cloud contact center software company with leading innovation in customer support on the web, phone and mobile apps. Overall Score 77/100 Popularity28/50 Rating49/50 Review Breakdown Ease of Use 4.8 Customer Service 4.8 Features 4.6 Value for Money 4.8 Paid plans start at $80.00Per Year Free Trial Free Version Category features 11/20 Pros and Cons DR Danicelis R Consumer Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “Ujet resolves almost every problem in my everyday workout.“ August 16, 2024 DO Daryll Jane O Consumer Services, 201 - 500 employeesUsed the software for: Less than 6 months. “My overall experience with Ujet is life changing due to my previous company was using another tool which is not user friendly as the Ujet.“ October 22, 2023 [Read all 140 reviews→](https://www.capterra.com/p/164070/UJET/reviews/) [ ](https://www.capterra.com/p/144825/BOSS-Solutions/) [ 4.7 (145)](https://www.capterra.com/p/144825/BOSS-Solutions/reviews/)[View all reviews](https://www.capterra.com/p/144825/BOSS-Solutions/reviews/) Add to compare BOSSDesk is an award winning Help Desk, Service Desk, ITSM and asset management solution available for Cloud, On-Premise and mobile. Overall Score 76/100 Popularity28/50 Rating48/50 Review Breakdown Ease of Use 4.6 Customer Service 4.8 Features 4.4 Value for Money 4.7 Paid plans start at $29.00Per User, Per Month Free Trial Free Version Category features 12/20 Pros and Cons KH Kyle H Construction, 501 - 1,000 employeesUsed the software for: More than 2 years. “The workflows allow us to automate a lot of processes when it comes to the tickets.“ July 24, 2026 Gibril B Government Administration, 201 - 500 employeesUsed the software for: 1-2 years. “If I had to point to one thing that would frustrate me the most about BOSSDesk, it would be the user interface.“ July 24, 2026 [Read all 145 reviews→](https://www.capterra.com/p/144825/BOSS-Solutions/reviews/) [ ](https://www.capterra.com/p/142975/Hiver/) ## [Hiver](https://www.capterra.com/p/142975/Hiver/) [ 4.7 (148)](https://www.capterra.com/p/142975/Hiver/reviews/)[View all reviews](https://www.capterra.com/p/142975/Hiver/reviews/) [](https://www.capterra.com/p/142975/Hiver/)Add to compare Hiver is a modern, AI customer service platform that unifies all support channels in a simple, intuitive interface. Overall Score 76/100 Popularity28/50 Rating48/50 Review Breakdown Ease of Use 4.7 Customer Service 4.6 Features 4.6 Value for Money 4.5 Paid plans start at $55.00Per User, Per Month Free Trial Free Version Category features 10/20 Pros and Cons RS Ronak S Information Technology and Services, 201 - 500 employeesUsed the software for: 1-2 years. “I am using Hiver from last 2 years and using this help to decrease the resolutions time of the customer query which definately help to progress.“ September 12, 2025 JR Julie R Retail, 51 - 200 employeesUsed the software for: I used a free trial. “Nothing specifically, with all new applications there is always some tedious work to be done in the set up and learning.“ March 5, 2026 [Read all 148 reviews→](https://www.capterra.com/p/142975/Hiver/reviews/) [ ](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) [ 4.4 (191)](https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/)[View all reviews](https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/) Add to compare Service Hub is a cloud-based customer service software that helps teams scale their support and delight their customers efficiently. Overall Score 76/100 Popularity30/50 Rating46/50 Review Breakdown Ease of Use 4.4 Customer Service 4.5 Features 4.1 Value for Money 4.2 Paid plans start at $15.00Per User, Per Month Free Trial Free Version Category features 13/20 Pros and Cons LD Liliana D Ranching, 11 - 50 employeesUsed the software for: Less than 6 months. “We use hubspot in the company I work for, it has been great to track sales and chat with the team on where we are at for that certain deal.“ May 7, 2026 DC Daniel C Health, Wellness and Fitness, 51 - 200 employeesUsed the software for: More than 2 years. “Also I find the idea that you "can't" create an infinite loop of comms with its own stopping condition a little insulting, given you can craft the same thing using work arounds“ May 18, 2026 [Read all 191 reviews→](https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/) [ ](https://www.capterra.com/p/10016139/Mava/) ## [Mava](https://www.capterra.com/p/10016139/Mava/) [ 4.8 (31)](https://www.capterra.com/p/10016139/Mava/reviews/)[View all reviews](https://www.capterra.com/p/10016139/Mava/reviews/) [](https://www.capterra.com/p/10016139/Mava/)Add to compare Mava is an AI-first customer support platform that connects to your private, group & community channels. Overall Score 76/100 Popularity28/50 Rating48/50 Review Breakdown Ease of Use 4.7 Customer Service 4.9 Features 4.6 Value for Money 4.6 Paid plans start at Not provided by the vendor Category features 8/20 Pros and Cons ET Elizabeth T Financial Services, 11 - 50 employeesUsed the software for: 6-12 months. “It has helped in the management of our support community through processing and replies of ticketed customers.“ October 28, 2024 GN Grace N Religious Institutions, 201 - 500 employeesUsed the software for: More than 2 years. “There can be a learning curve for new users who aren’t familiar with customer support programs.“ October 30, 2024 [Read all 31 reviews→](https://www.capterra.com/p/10016139/Mava/reviews/) [ ](https://www.capterra.com/p/10023357/monday-service/) ## [monday service](https://www.capterra.com/p/10023357/monday-service/) [ 4.6 (109)](https://www.capterra.com/p/10023357/monday-service/reviews/)[View all reviews](https://www.capterra.com/p/10023357/monday-service/reviews/) [](https://www.capterra.com/p/10023357/monday-service/)Add to compare AI-powered service management that scales without complexity. Triage, route, and resolve requests faster with built-in AI Overall Score 76/100 Popularity30/50 Rating46/50 Review Breakdown Ease of Use 4.6 Customer Service 4.3 Features 4.5 Value for Money 4.4 Paid plans start at $31.00Per Month Free Trial Free Version Category features 10/20 Pros and Cons AW Alan W Financial Services, 11 - 50 employeesUsed the software for: Less than 6 months. “The flexibility to build workflows that match our specific processes is a huge advantage.“ July 29, 2025 Derik P Marketing and Advertising, 11 - 50 employeesUsed the software for: Less than 6 months. “Some of the most useful features, like workload and chart views, are excluded from the basic paid plan, and it feels a bit unfair.“ July 31, 2025 [Read all 109 reviews→](https://www.capterra.com/p/10023357/monday-service/reviews/) [ ](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) ## [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) [ 4.2 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/)[View all reviews](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/) [](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)Add to compare Cloud-based contact center platform with omnichannel routing, workforce management, digital experiences, and analytics and AI for CX. Overall Score 72/100 Popularity26/50 Rating46/50 Review Breakdown Ease of Use 4.2 Customer Service 4.0 Features 4.1 Value for Money 4.1 Paid plans start at $110.00Per User, Per Month Free Trial Free Version Category features 11/20 Pros and Cons CN Carli N Consumer Goods, 51 - 200 employeesUsed the software for: 6-12 months. “What I like most about CXone Mpower is it never lags and is always efficient to use.“ April 14, 2026 TP Teresa P Non-Profit Organization Management, 51 - 200 employeesUsed the software for: Less than 6 months. “It seems to be a bit hard for people to understand how it works in the beginning since it has a lot of features.“ March 18, 2025 [Read all 581 reviews→](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/) [ ](https://www.capterra.com/p/147036/Faveo-Helpdesk/) ## [Faveo Helpdesk](https://www.capterra.com/p/147036/Faveo-Helpdesk/) [ 4.5 (117)](https://www.capterra.com/p/147036/Faveo-Helpdesk/reviews/)[View all reviews](https://www.capterra.com/p/147036/Faveo-Helpdesk/reviews/) [](https://www.capterra.com/p/147036/Faveo-Helpdesk/)Add to compare Faveo Helpdesk is a customizable ticketing and customer support software available in cloud, self-hosted, and open-source editions. Overall Score 70/100 Popularity24/50 Rating46/50 Review Breakdown Ease of Use 4.4 Customer Service 4.7 Features 4.2 Value for Money 4.7 Paid plans start at $14.00Flat Rate, Per Month Free Trial Free Version Category features 6/20 Pros and Cons NV Naresh V Information Technology and Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “Their responsiveness after ticket assignment and their approach to customer issues are commendable“ November 29, 2025 BH Barry H Internet, 2 - 10 employeesUsed the software for: 1-2 years. “Setting are sometimes hard to find for me as a beginner.“ April 16, 2025 [Read all 117 reviews→](https://www.capterra.com/p/147036/Faveo-Helpdesk/reviews/) [View all Customer Service Software](#all-products) Most Popular Popularity Score Popular Highly Rated Ratings Score Highest Rated To ensure objectivity and avoid any bias, Capterra Shortlist mathematically combines two key dimensions: a ratings score and a popularity score. These two dimensions are combined to plot top products on the grid and create a total score for a stack-ranked list view—all independent of vendor influence. Date published:January 5, 2026