# Best Customer Service Software 2026 | Capterra

> 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: https://www.capterra.com/customer-service-software

---

# Best Customer Service Software

Last updated on April 30, 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 April 30, 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)

[4.5 (286)](https://www.capterra.com/p/132901/Front/reviews/)

[Capterra Shortlist](https://www.capterra.com/customer-service-software/shortlist/)

Front’s powerful customer service platform makes five-star service attainable for 9,000 businesses like yours.  [Learn more about Front](https://www.capterra.com/p/132901/Front/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

81% recommend this product

[5.0 (1)](https://www.capterra.com/p/219520/LostReturns/#reviews)

Reverse Logistics For Lost Property. Lost Returns is here to help recover lost items, and return them back safely to the owner. [Learn more about Lost Returns](https://www.capterra.com/p/219520/LostReturns/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[4.7 (85)](https://www.capterra.com/p/195644/Assembled/reviews/)

AI-powered customer service workforce management with predictive forecasting and flexible scheduling. [Learn more about Assembled](https://www.capterra.com/p/195644/Assembled/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

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.

[4.4 (4077)](https://www.capterra.com/p/164283/Zendesk/reviews/)

[Capterra Shortlist](https://www.capterra.com/customer-service-software/shortlist/)

Zendesk is the all-in-one customer service support software that delivers exceptional experiences. [Learn more about Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[4.5 (2212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

[Capterra Shortlist](https://www.capterra.com/customer-service-software/shortlist/)

Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier. [Learn more about Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[4.7 (1895)](https://www.capterra.com/p/147830/ScreenConnect/reviews/)

ScreenConnect is remote support software allowing IT professionals to access devices, troubleshoot issues, and boost productivity. [Learn more about ScreenConnect](https://www.capterra.com/p/147830/ScreenConnect/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

88% recommend this product

[4.5 (3412)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

[Capterra Shortlist](https://www.capterra.com/customer-service-software/shortlist/)

Freshdesk is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity.  [Learn more about Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

81% recommend this product

[4.7 (18)](https://www.capterra.com/p/10031687/Text-App/#reviews)

Customer service software that drives revenue. AI agents, live chat, tickets, and automation in one inbox. [Learn more about Text](https://www.capterra.com/p/10031687/Text-App/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[4.6 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/)

[Capterra Shortlist](https://www.capterra.com/customer-service-software/shortlist/)

HelpDesk is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly. [Learn more about HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[4.5 (1132)](https://www.capterra.com/p/134347/Intercom/reviews/)

[Capterra Shortlist](https://www.capterra.com/customer-service-software/shortlist/)

Intercom is the complete AI-first customer service platform, improving experiences for customers, support agents, and managers [Learn more about Intercom](https://www.capterra.com/p/134347/Intercom/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[4.6 (14)](https://www.capterra.com/p/10031266/Fin/#reviews)

Fin is the best performing AI Agent for customer service – automating complex queries and delivering high-quality support. [Learn more about Fin](https://www.capterra.com/p/10031266/Fin/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[4.6 (92)](https://www.capterra.com/p/83211/HappyFox/reviews/)

A help desk ticketing software that helps you to remove clutter and manage your customer support queries easily from multiple channels. [Learn more about HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[## Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)

[4.4 (18773)](https://www.capterra.com/p/61368/Salesforce/reviews/)

Bring together CRM apps for sales, service, marketing, commerce, AI, and more in one integrated solution. [Learn more about Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[## Webex Suite](https://www.capterra.com/p/237272/Webex/)

[4.4 (7398)](https://www.capterra.com/p/237272/Webex/reviews/)

Webex Suite is an all-in-one, intelligent collaboration suite built on an industry leading and secure Webex Platform. [Learn more about Webex Suite](https://www.capterra.com/p/237272/Webex/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[## Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)

[4.4 (5818)](https://www.capterra.com/p/157279/Dynamics-365/reviews/)

Dynamics 365 offers integrated business management solution that automates financial, customer relationship and supply chain processes. [Learn more about Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[## NetSuite](https://www.capterra.com/p/135757/NetSuite/)

[4.2 (2007)](https://www.capterra.com/p/135757/NetSuite/reviews/)

Web-based & AI-powered enterprise resource planning (ERP) tool that gives businesses the visibility & control needed to make decisions. [Learn more about NetSuite](https://www.capterra.com/p/135757/NetSuite/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[## LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)

[4.7 (1760)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

[Capterra Shortlist](https://www.capterra.com/customer-service-software/shortlist/)

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 about LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

88% recommend this product

[## LiveChat](https://www.capterra.com/p/62194/LiveChat/)

[4.6 (1719)](https://www.capterra.com/p/62194/LiveChat/reviews/)

[Capterra Shortlist](https://www.capterra.com/customer-service-software/shortlist/)

LiveChat enables you to have real-time conversations with your customers while they are on your website. [Learn more about LiveChat](https://www.capterra.com/p/62194/LiveChat/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[## Odoo](https://www.capterra.com/p/135618/Odoo/)

[4.2 (1300)](https://www.capterra.com/p/135618/Odoo/reviews/)

Odoo is an all-in-one open-source business platform for CRM, Sales, Accounting, Website, eCommerce, POS, Inventory, HR, and more. [Learn more about Odoo](https://www.capterra.com/p/135618/Odoo/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[## Bitrix24](https://www.capterra.com/p/113540/Bitrix24/)

[4.2 (989)](https://www.capterra.com/p/113540/Bitrix24/reviews/)

Bitrix24 is #1 free client management (CRM) and customer service solution, used by 15 million businesses worldwide. [Learn more about Bitrix24](https://www.capterra.com/p/113540/Bitrix24/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[## EngageBay CRM](https://www.capterra.com/p/178819/EngageBay-Marketing/)

[4.7 (907)](https://www.capterra.com/p/178819/EngageBay-Marketing/reviews/)

AI-powered all-in-one CRM for marketing, sales, and support — built to help small businesses grow faster. [Learn more about EngageBay CRM](https://www.capterra.com/p/178819/EngageBay-Marketing/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

84% recommend this product

[## Act!](https://www.capterra.com/p/175860/Act/)

[3.9 (893)](https://www.capterra.com/p/175860/Act/reviews/)

[Capterra Shortlist](https://www.capterra.com/customer-service-software/shortlist/)

Act! Advantage is an all-in-one, full front-office CRM solution that unites sales, marketing, and customer management. [Learn more about Act!](https://www.capterra.com/p/175860/Act/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[## TeamSupport](https://www.capterra.com/p/87908/TeamSupport/)

[4.5 (848)](https://www.capterra.com/p/87908/TeamSupport/reviews/)

We are a support ticketing and live chat solution designed to give B2B SaaS companies a holistic view of their customer relationships.  [Learn more about TeamSupport](https://www.capterra.com/p/87908/TeamSupport/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

82% recommend this product

[## Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)

[4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data. [Learn more about Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

[## JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)

[4.5 (765)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

[Capterra Shortlist](https://www.capterra.com/customer-service-software/shortlist/)

ITSM solution that helps teams deliver IT and employee support as well as service through AI automation, self-service & collaboration. [Learn more about JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)

Customer Service features reviewers most value

Alerts/Escalation

Call Center Management

CRM

Dashboard

Inbox Management

Knowledge Base Management

Queue Management

Reporting & Statistics

Service Level Agreement (SLA) Management

Page 1 of 23

## 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 (556) Products:

Sort By:

Sponsored

* * *

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

API

Automated Routing

Call Center Management

Conversation Intelligence

CRM

Customizable Fields

Dashboard

Data Security

Generative AI

Inbox Management

IVR

Key Performance Indicators

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
    

## 2026 Capterra Shortlist for Customer Service

### 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)

[

](https://www.capterra.com/p/175860/Act/)

## [Act!](https://www.capterra.com/p/175860/Act/)

[

3.9 (893)](https://www.capterra.com/p/175860/Act/reviews/)[View all reviews](https://www.capterra.com/p/175860/Act/reviews/)

[View Profile](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

RP

Rachel P

Hospital & Health Care, 11 - 50 employeesUsed the software for: More than 2 years.

“The amount of customization and details you can add to an email makes our emails unique. “

April 21, 2026

VT

Vanessa T

Non-Profit Organization Management, Self-employedUsed the software for: More than 2 years.

“Also having trouble figuring out a way to NOTE all at once and then delete those from a lookup.“

April 23, 2026

[Read all 893 reviews→](https://www.capterra.com/p/175860/Act/reviews/)

[

](https://www.capterra.com/p/124981/Freshdesk/)

## [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)

[

4.5 (3,412)](https://www.capterra.com/p/124981/Freshdesk/reviews/)[View all reviews](https://www.capterra.com/p/124981/Freshdesk/reviews/)

[Visit Website](https://www.capterra.com/ppc/clicks/collect/CA/directory/7ab9772e-1e92-48c9-bfbb-a6d200b42fbe/destination?country=US&language=en&specificLocation=sem-shortlist-tp-upgraded-visit-website-button&sessionStartPage=aHR0cHM6Ly9ieC1jYXB0ZXJyYS1tb3o3dnd5NjctZzJkbS52ZXJjZWwuYXBwL2N1c3RvbWVyLXNlcnZpY2Utc29mdHdhcmUv&categoryId=5f861edd-49dd-4bc6-99de-9f2f86b84306&listingPosition=2)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

MV

Mayank V

Information Services, 10,001+ employeesUsed the software for: More than 2 years.

“The ability to integrate with other tools and the availability of detailed analytics and reporting further enhance decision-making and overall customer support performance.“

March 17, 2026

Hameeda T

Financial Services, 5,001 - 10,000 employeesUsed the software for: I used a free trial.

“Some advanced features require extra setup and feels hard to figure out, and reporting can feel limited without add‑ons.“

April 8, 2026

[Read all 3,412 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 (1,132)](https://www.capterra.com/p/134347/Intercom/reviews/)[View all reviews](https://www.capterra.com/p/134347/Intercom/reviews/)

[Visit Website](https://www.capterra.com/ppc/clicks/collect/CA/directory/f9409c84-4f61-4fde-af2d-a6d200b49f49/destination?country=US&language=en&specificLocation=sem-shortlist-tp-upgraded-visit-website-button&sessionStartPage=aHR0cHM6Ly9ieC1jYXB0ZXJyYS1tb3o3dnd5NjctZzJkbS52ZXJjZWwuYXBwL2N1c3RvbWVyLXNlcnZpY2Utc29mdHdhcmUv&categoryId=5f861edd-49dd-4bc6-99de-9f2f86b84306&listingPosition=3)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

DAVIS O

Information Technology and Services, 1,001 - 5,000 employeesUsed the software for: More than 2 years.

“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 19, 2025

AH

Anna H

Insurance, 201 - 500 employeesUsed the software for: 6-12 months.

“It may be hard to substantiate using if you are a small business considering the cost.“

January 7, 2026

[Read all 1,132 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 (1,719)](https://www.capterra.com/p/62194/LiveChat/reviews/)[View all reviews](https://www.capterra.com/p/62194/LiveChat/reviews/)

[View Profile](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

CP

Colleen P

Non-Profit Organization Management, 11 - 50 employeesUsed the software for: More than 2 years.

“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 10, 2026

Michela d

Legal Services, 2 - 10 employeesUsed the software for: More than 2 years.

“I paid for this live chat service for years and it has consistently failed to work properly.“

December 21, 2025

[Read all 1,719 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/)

[View Profile](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

CJ

Calvin J

Marketing and Advertising, Self-employedUsed the software for: Less than 6 months.

“After joining the Tidio Partner Program, I was told that my account would be upgraded, but after several follow-ups, no one ever responded.“

November 4, 2025

[Read all 590 reviews→](https://www.capterra.com/p/144040/Tidio-Chat/reviews/)

[

](https://www.capterra.com/p/185973/HelpDesk/)

## [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)

[

4.6 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/)[View all reviews](https://www.capterra.com/p/185973/HelpDesk/reviews/)

[Visit Website](https://www.capterra.com/ppc/clicks/collect/CA/directory/9584c564-84ef-4863-9abb-aa390094887b/destination?country=US&language=en&specificLocation=sem-shortlist-tp-upgraded-visit-website-button&sessionStartPage=aHR0cHM6Ly9ieC1jYXB0ZXJyYS1tb3o3dnd5NjctZzJkbS52ZXJjZWwuYXBwL2N1c3RvbWVyLXNlcnZpY2Utc29mdHdhcmUv&categoryId=5f861edd-49dd-4bc6-99de-9f2f86b84306&listingPosition=6)Add to compare

HelpDesk 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

16/20

Pros and Cons

lp

lebohang p

Consumer Services, 11 - 50 employeesUsed the software for: Less than 6 months.

“i like working in a helpdesk environment because it allows me to assist people directly and solve problems in real time.“

February 16, 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 180 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 (765)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)[View all reviews](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

[View Profile](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

4.2

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

EW

Emma W

E-Learning, 201 - 500 employeesUsed the software for: 1-2 years.

“What I really like about Jira is the ability to create multiple boards for different teams, which keeps workstreams clearly organized and easy to manage.“

February 22, 2026

DG

Damian G

Information Technology and Services, Self-employedUsed the software for: More than 2 years.

“Due to specific usage in company im missing a feature of sth like saving specifics tickets in kind of folder just to me or tags for better filtering“

March 15, 2026

[Read all 765 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 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)[View all reviews](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

[Visit Website](https://www.capterra.com/ppc/clicks/collect/CA/directory/81110b70-0546-4846-9874-a6d200b7a22f/destination?country=US&language=en&specificLocation=sem-shortlist-tp-upgraded-visit-website-button&sessionStartPage=aHR0cHM6Ly9ieC1jYXB0ZXJyYS1tb3o3dnd5NjctZzJkbS52ZXJjZWwuYXBwL2N1c3RvbWVyLXNlcnZpY2Utc29mdHdhcmUv&categoryId=5f861edd-49dd-4bc6-99de-9f2f86b84306&listingPosition=8)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

vp

ville p

Translation and Localization, 2 - 10 employeesUsed the software for: Less than 6 months.

“It allowed us to transition from a messy shared inbox to a professional, automated ticketing system.“

February 6, 2026

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 2,212 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 (286)](https://www.capterra.com/p/132901/Front/reviews/)[View all reviews](https://www.capterra.com/p/132901/Front/reviews/)

[Visit Website](https://www.capterra.com/ppc/clicks/collect/CA/directory/a6da2984-e0b1-40b5-ba19-a6d200b42fbe/destination?country=US&language=en&specificLocation=sem-shortlist-tp-upgraded-visit-website-button&sessionStartPage=aHR0cHM6Ly9ieC1jYXB0ZXJyYS1tb3o3dnd5NjctZzJkbS52ZXJjZWwuYXBwL2N1c3RvbWVyLXNlcnZpY2Utc29mdHdhcmUv&categoryId=5f861edd-49dd-4bc6-99de-9f2f86b84306&listingPosition=9)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

Mai M

Hospitality, 11 - 50 employeesUsed the software for: 6-12 months.

“Loving the automated workflow that has been super simple for our team to set up and implement as a powerful new tool to help us scale.“

March 28, 2026

Grey H

Machinery, 11 - 50 employeesUsed the software for: More than 2 years.

“There’s also zero flexibility when product changes break existing workflows.“

February 3, 2026

[Read all 286 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 (1,760)](https://www.capterra.com/p/102188/LiveAgent/reviews/)[View all reviews](https://www.capterra.com/p/102188/LiveAgent/reviews/)

[View Profile](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

PD

Praveen D

Marketing and Advertising, 11 - 50 employeesUsed the software for: Less than 6 months.

“All-in-one support, easy ticketing, strong automation, fast live chat, and helpful analytics for managing teams efficiently.“

April 14, 2026

PD

Praveen D

Marketing and Advertising, 11 - 50 employeesUsed the software for: Less than 6 months.

“UI can feel outdated, initial setup is time-consuming, advanced features have a learning curve, and integrations are limited.“

April 14, 2026

[Read all 1,760 reviews→](https://www.capterra.com/p/102188/LiveAgent/reviews/)

[

](https://www.capterra.com/p/164283/Zendesk/)

## [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

[

4.4 (4,077)](https://www.capterra.com/p/164283/Zendesk/reviews/)[View all reviews](https://www.capterra.com/p/164283/Zendesk/reviews/)

[Visit Website](https://www.capterra.com/ppc/clicks/collect/CA/directory/ffc45fc8-9499-40c2-b1ba-a6d200b7a22f/destination?country=US&language=en&specificLocation=sem-shortlist-tp-upgraded-visit-website-button&sessionStartPage=aHR0cHM6Ly9ieC1jYXB0ZXJyYS1tb3o3dnd5NjctZzJkbS52ZXJjZWwuYXBwL2N1c3RvbWVyLXNlcnZpY2Utc29mdHdhcmUv&categoryId=5f861edd-49dd-4bc6-99de-9f2f86b84306&listingPosition=11)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

$39.00Per User, Per Month

Free Trial

Free Version

Category features

9/20

Pros and Cons

CB

Christine B

Health, Wellness and Fitness, 2 - 10 employeesUsed the software for: Less than 6 months.

“It’s a centralized platform that can manage almost all customer interactions - chat, help desk, email and order management.“

April 13, 2026

CB

Christine B

Health, Wellness and Fitness, 2 - 10 employeesUsed the software for: Less than 6 months.

“Major issues with spam and junk email not being filtered out, while real customer emails get lost in the mix.“

April 13, 2026

[Read all 4,077 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 (134)](https://www.capterra.com/p/155357/Gorgias/reviews/)[View all reviews](https://www.capterra.com/p/155357/Gorgias/reviews/)

[View Profile](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

4.4

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 134 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 (224)](https://www.capterra.com/p/157853/JustCall/reviews/)[View all reviews](https://www.capterra.com/p/157853/JustCall/reviews/)

[View Profile](https://www.capterra.com/p/157853/JustCall/)Add to compare

JustCall’s inbound contact center enables 24/7 support with AI Voice Agents, IVR, smart routing, SMS bots, and real-time insights.

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 224 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/)

[View Profile](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/)

[View Profile](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 (94)](https://www.capterra.com/p/10025756/Sobot/reviews/)[View all reviews](https://www.capterra.com/p/10025756/Sobot/reviews/)

[View Profile](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

YV

Yinon V

Health, Wellness and Fitness, 11 - 50 employeesUsed the software for: 6-12 months.

“Multi channel messaging allows instant responses while live escalation ensures complex requests are handled personally, improving overall member satisfaction.“

March 29, 2026

SB

Satyaki B

Retail, 1,001 - 5,000 employeesUsed the software for: I used a free trial.

“The mobile app sometimes slows down when our Wi-Fi signal is weak, which frustrates employees trying to answer customer messages in real time and can slightly delay responses during busy hours.“

August 21, 2025

[Read all 94 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/)

[View Profile](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/)

[View Profile](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

JS

Jeff S

Outsourcing/Offshoring, 201 - 500 employeesUsed the software for: 6-12 months.

“Ujet allows us to interact with our guest and host to help them with their concerns.“

June 5, 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/)

## [BOSSDesk](https://www.capterra.com/p/144825/BOSS-Solutions/)

[

4.6 (139)](https://www.capterra.com/p/144825/BOSS-Solutions/reviews/)[View all reviews](https://www.capterra.com/p/144825/BOSS-Solutions/reviews/)

[View Profile](https://www.capterra.com/p/144825/BOSS-Solutions/)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

4.5

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

CN

Chrys N

Public Policy, 1,001 - 5,000 employeesUsed the software for: Less than 6 months.

“The workflow customization is a big plus we were able to adjust categories, priorities, and SLAs to match how our team actually works.“

February 25, 2026

CN

Chrys N

Public Policy, 1,001 - 5,000 employeesUsed the software for: Less than 6 months.

“Interface feels dated and advanced features take time to fully configure and reporting is limited ok“

February 25, 2026

[Read all 139 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 (147)](https://www.capterra.com/p/142975/Hiver/reviews/)[View all reviews](https://www.capterra.com/p/142975/Hiver/reviews/)

[View Profile](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 147 reviews→](https://www.capterra.com/p/142975/Hiver/reviews/)

[

](https://www.capterra.com/p/182476/HubSpot-Service-Hub/)

## [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/)

[

4.4 (188)](https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/)[View all reviews](https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/)

[View Profile](https://www.capterra.com/p/182476/HubSpot-Service-Hub/)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

Mai M

Hospitality, 11 - 50 employeesUsed the software for: 6-12 months.

“With Service Hub, we are easily identifying opportunities to upsell or cross-sell, which is super important for us to drive sales and scale!“

March 26, 2026

SC

Sean C

Marketing and Advertising, 2 - 10 employeesUsed the software for: 1-2 years.

“It's complicated, sometimes clunky (need to check for errors), and the advanced plans are expensive for a small business.“

November 17, 2025

[Read all 188 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 (29)](https://www.capterra.com/p/10016139/Mava/reviews/)[View all reviews](https://www.capterra.com/p/10016139/Mava/reviews/)

[View Profile](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

4.7

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 29 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 (108)](https://www.capterra.com/p/10023357/monday-service/reviews/)[View all reviews](https://www.capterra.com/p/10023357/monday-service/reviews/)

[View Profile](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 108 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/)

[View Profile](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

$71.00Per 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

LR

Lauren R

Retail, 51 - 200 employeesUsed the software for: More than 2 years.

“The automated reports don't match custom reports when I run the same data.“

January 30, 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/)

[View Profile](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/)

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