The Best Customer Service Software Solutions 2021 — The HDM Collection

If you feel overwhelmed by the sheer volume of customer support software solutions, worry not, as we narrowed them down to the very best.

It makes typing a single query into the Google search engine to get a list of hundreds (maybe even thousands) of the best customer service software solutions. The Internet is full of choices, and often, the problem is not about finding a feature but rather finding quality.

Not all customer service software systems are built equally. Far from it. But how do you know which system to go by when everyone promises the star? Do you test them all out? Seems unreasonable nor feasible.

This is our mission for these pieces. We’ve been in the market for years now, and frankly, we’ve used a great of these systems personally. So, to save your time, we have analyzed the eight best customer service software systems money can buy. There’s plenty of things to cover, so let’s not dabble any further and dive right into details.

Complete guide to the best customer support software

Where do you even begin with customer support software? The topic is quite complex and entails a lot of technical jargon so let’s go bit by bit and start with a simple definition and gradually move to when you should opt-in and whether you need an AiO customer service platform.

What is customer software is and what it aims to achieve?

It is the kind of soft solution that aims to help your support employees handle incoming customer requests. In essence, like any other cloud-enabled platform, it’s a set of various automation tools, response, and messaging systems packed into one nice cloud-based tool. For most businesses, when asked about dedicated service software, what is often implied is help desk solutions (or, in some cases, service desk systems).

The core objective of consumer support software is to transform your consumer interaction work into a less tedious and more efficient workflow. Not to mention more effective. Through mechanization, knowledge base data, and macro-functionality, such solutions provide corporations with the choice to streamline their customer service team output.

Customer Service Software Solutions

When browsing for customer service software, what should I be looking for?

When picking help desk software, business owners need to keep a close eye on what types of customers they’ll serve and what they need from you. Gather your support team, conduct polls, ask around and try to pick out patterns among different employees. For instance, some agents would love ticket routing, and some might benefit from canned responses.

After you’ve outlined what you need and what data you might want to gather using these tools, you simply apply the requirements to the features and see whatever tool meets the criteria. Also, make sure that you do not go over budget as the best customer service software usually jumps in price the more people you get on board.

When it makes sense to invest in customer service software?

This is a tricky question to answer as each company is always in a unique position. On the one hand, you as a business should always be one step ahead of your customer demands. If you are seeing nigh-on growth of customer requests, we suggest that you at the very least register a basic help desk account on a low-tier plan.

Once things continue to expand and you start getting complaints or suggestions from your support staff that they can’t keep up, you either upgrade the tier if you feel like added functionality will help or simply start bringing more staff to handle the requests on a scale. It’s a balancing act, and there’s no way of telling whether you need 100 accounts or just 30 on a higher tier.

Should I be looking into all-in-one service tools?

Now some of you might stumble upon all-inclusive customer service solutions. Now, what makes this type of platform different from a help desk solution? To be honest, not much as both tools are designed to handle every step of the customer service process, including things that come after the service was already delivered.

Whether it is establishing an entry point for customers to make requests (which will then be converted into tickets) or the creation of service portals for both your staff and customer use, both tools are pretty much identical and can be used in tandem or interchangeably.

Best Customer Service Apps

The benefits of using customer service software

Now, outside of being able to process more support requests, customer service solutions have many benefits that aren't exactly visible nor stated on the features pages. Yet, these benefits have a noticeable impact on the quality of service you deliver.

Better response time

For starters, your customers will notice a better response time from you. A majority (if not all) of help desk tools have a messaging system in place that lets your agents chat with your stakeholders faster and from a single hub, even though messages might come from different places.

Improved customer relationship management

Help desk software is your database of customers. What this means is that it stores every bit of information about your install base that your people can use to deliver better service. This also makes teaching your staff that much easier (and less risky) as all trainees can cross-reference information easily.

Equalized service level

Your customer service representatives powered by dedicated software will be able to deliver a more unified service on a larger scale. And through quick responses (aka canned) and knowledge base articles, you can rest assured knowing that your brand-service won’t differ from location to location.

Added opportunities
As soon as you start using a help desk solution, you will not only be able to accelerate work but open new opportunities. Customer support software is designed to handle mundane work meaning your employees will not be bogged down by monotonous work.

Eight proven customer service platforms that are worthy of your attention

We gathered a list of reliable, highly scalable, and extremely polished customer service tools that our editorial feels (and frankly knows) would be able to handle just about any service requirement you might have. We ensured that the list includes entries for every wallet, so no worries here. Also, do bear in mind that for this list, we used data from not just our own experience with these tools but proven data from G2. Now onto the tools.

A Rounded Offering - Zendesk

For years now, Zendesk has stood as the most comprehensive help desk solution the industry has to offer. Whether you need improved customer interaction or a way to consolidate messages, or even set up a “tête-à-tête” portal, Zendesk is the customer service platform for you.

The most valuable and, frankly, differentiating part about this knowledge base software is its expansion system. The fixed functionality can be expanded through the integrated marketplace, meaning you aren’t limited to just what the vendor has on offer.

Add missing features, create your own, and simply revamp the system beyond recognition. The only downside to the solution is that it is geared more towards large companies, and some advanced features are behind a steep paywall. But then again, it is a powerful system that will make your service line that effective.

Zendesk Screenshot

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A Financially Reasonable Choice - Freshdesk

Next is Freshdesk, and out of all service software solutions, it is the most flexible in terms of pricing. You get to choose from five different plans, one of which is free, so there’s even no entry cost.

Yet, what makes Freshdesk such a popular customer service software is its easy-to-navigate user interface. It’s minimal, it’s functional, and all feature toggles properly telegraph what they are supposed to do. Freshdesk is a perfect fit for a company that has never used a service tool. Moreover, the free plan has enough tools for a small business (up to 10 people) to handle infrequent customer requests.

The tool is scalable enough but bears in mind that you cannot add custom features, only what’s available from the integration list. All in all, it would be a crime to simply neglect this customer support software. Give it a shot, as it’s free.

Freshdesk Screenshot

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Perfect for SaaS - Jira Service Management

If you’ve been using Atlassian products, you’ll feel right at home with Jira Service Management. It is a sleek service desk system that has enough features to serve as a customer support software solution. Plus, you will get access to reliable tech management features as a bonus.

The tool is part of the Atlassian family. This means that you’ll be getting access to top-quality complimentary software such as Confluence, Trello, Bitbucket, and other systems. Furthermore, just like Zendesk, Jira SM comes with its marketplace, so you won’t be stuck with native apps either.

As for pricing, this tool might seem expensive, but the trick is in quantity. The more people join Jira, the less you pay per person. This makes the system perfect for growing teams, especially in the SaaS sector, where growth and customer requests increase exponentially.

Jira Screenshot

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The Most Scalable System - Salesforce Service Cloud

Salesforce is among the first companies to introduce dedicated customer support software. Therefore, it should be no surprise that it is on our list. It is a refined piece of tech that is designed to handle different types of customers.

The platform offers its users a wide array of communication methods and a helpful automation suite that businesses can use to handle complex work. The primary idea of the platform is not about handling your customer service teams. But to make your average customer resolution rate higher. In other words, it's geared towards making the work of your agents better rather than super-efficient (and that as well).

Price is a bit on the higher end, so bear in mind that when looking into the platform. Oh, and of all customer service solutions we’ve listed, Salesforce is the most scalable as each new tier is like a new system with its unique features at every corner. It is an excellent fit for both service-and product-based companies as you can handle two aspects of commerce at a time.

Salesforce Screenshot

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Another Financially Reasonable Offer - Freshservice

We already mentioned Freshdesk previously, and we could not just skip on Freshservice. It is among the most well-developed service desk solutions out there. Moreover, it comes packed with a very accessible UI, just like its brother.

But not to repeat ourselves, Freshservice is geared towards automation of customer service.
The tool has an accurate analytics module that’ll help you identify where you are regularly lacking. And through interactive visualizations, you will be able to share your findings easily.

If you need a system that will respond to your consumers when you are out of the office or renew your subscriptions when prompted, this is the tool. You will not find a cheaper solution of the same quality.

Freshservice Screenshot

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Perfect For Marketers - HubSpot Service Hub

Viewed by many as the best customer service software, HubSpot Service Hub doesn’t just allow you to serve your install base better but helps convert them into your marketing assets. Through clever conversion mechanisms, it helps you turn your current customers into your biggest fans. They will be the ones that will spread the good word about your offerings, and they will be the ones who will protect your quality. The system does this through different reward systems, gamification elements, and other action encouragement options.

Now the promotion isn’t the only thing HubSpot Service Hub is good at. We’d be remiss if we didn’t mention the integrated service features. Right out of the box, on any plan, you can take advantage of the Conversational Bots. They're sophisticated chatbot solutions that will send your customers to proper articles, sales reps and even create tickets for them.

Another great thing about HubSpot is it tracks how each agent works. You can pinpoint exactly where your people struggle, as well as where they excel. This way, you’d be able to assess the problem head-on and not around it. Again, great features require expensive R&D, and so this is reflected in the pricing. Yet, if you don’t mind spending above-average pricing, this is a perfect tool.

HubSpot Screenshot

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Designed for Automation - Re: amaze

Even if you select the cheapest plan, this customer service software is tailored to deliver automation of your eCommerce business. Through bots that are powered by intelligent algorithms, you'll be able to assess a huge range of customer requests round the clock.

The bots are so good that, by many, they are considered to be the benchmark. To set up, you don’t need to know any coding, nor be an artist to make them look appealing. These bots hook directly to the system's native live chat tool. So, they'll start gathering data and serving customers just by pressing the on button.

The tool has a couple of customer engagement systems too. For instance, with Push Campaigns, you can send out custom notifications that’ll land perfectly on any device and screen resolution. And if consumer buying habits are of any indication, this is a killer feature for any eCommerce business.

If you're just starting in eCommerce and don’t have many people to handle incoming tickets, Re: amaze is for you.

Reamaze Screenshot

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Small Company’s Savior - Help Scout

When moving your customer service team to a cloud-platform to manage different types of customers, you expect to dish out a hefty upfront sum. But what if you want to avoid smashing the piggybank by sacrificing a couple of features? Help Scout is superb for such shenanigans. It is a very cost-effective platform that has a limited amount of big features on offer.

Whether you need automated workflows, analytical forecasts, live chats, or even something specific such as HIPAA compliance, it’s all here. The user interface is simple. It doesn’t require much time to get the most out of the tech due to the limited but sufficient amount of features.

Help Scout is a great fit for small companies that like to remain independent of publishers, investors, and governments. But still, aim to maintain efficiency.

Help Scout Screenshot

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Bottom Line

And that’s our list of best customer service software. Of course, the industry is evolving, and new tools are introduced every single day. Yet, if you are looking for proven customer service solutions, you won’t find better options. The tools we’ve mentioned have years of development behind them and talented people working every day to create new ways to boost your customer service.

But that is all for now. If you like what you’ve read, make sure you come back as we post articles like these all time. Thanks for dropping by!

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