There are many types of channels that customer service software can serve. Although customer service software can serve multiple channels, there are two types of customer service that users prefer: phone customer service, or chat customer service .
A Capterra study indicates that 50% of Mexicans prefer customer service via telephone , followed by customer service via chat, especially live chat, chosen by 38% of participants in the same study.
While this study found that customers prefer chat over phone, chat wait times are faster . The average time to start a live chat in 2023 was 23 seconds, up 23% from previous years. Similarly, live chat offers an overall satisfaction rate of 81% , according to Comm100.
Nowadays, there are many tools that allow you to offer omnichannel customer service . That is, they allow you to answer the questions of your clients and prospects on the channels they use: email, phone, Facebook Messenger, Instagram Direct, Viber, WhatsApp, Telegram, etc.
Top 12 Customer Service Software
Below you can find a comparison of the top 12 best customer service software with basic criteria to help you choose the most suitable one for your company.
This selection is based on user reviews posted on G2 and Capterra and the features and pricing of the chosen platforms.
Brevo Conversations Platform
Customer Service Software: Conversations Platform
Conversations Platform is a customer service software that integrates different channels—email, live chat, Facebook Messenger, WhatsApp, and Instagram—into a single shared inbox , making it easier to respond to customer queries.
It also includes the telephone switchboard (Brevo Phone) and videoconferencing ( Brevo Meetings ) modules .
This customer support software has an API for easy installation on WordPress websites and eCommerce platforms like Shopify and WooCommerce.
Conversations Platform's paid plan includes automation features such as a chatbot that answers frequently asked questions and an AI assistant to generate conversational content.
It integrates with Brevo CRM and over 500 external applications , so it can be a good option if you want to combine customer service with email marketing in a single platform.
Advantages
All multi-channel and automation tools in a single payment plan
Integration with Brevo CRM
Possibility of obtaining a free company telephone number
Brevo Meetings free tool to organize video conferences and meetings
Disadvantages
Less resources for advanced ticket management with query routing
The marketing platform is paid separately
Prices
Free version with chat widget for websites. Free trial of the Pro plan for 30 days.
A single paid plan at €13/month per user. Includes multi-channel thailand phone number list conversations and all automation and AI features.
Zendesk
Customer Service Software: Zendesk
Zendesk is a customer service-focused CRM platform that offers a shared inbox with different communication channels—email, chat, phone calls, and social media—across all of its plans. It is one of the market leaders and offers support teams advanced tools like unified workspaces, automation options, and self-service.
Zendesk also allows you to set up extensive self-service resources , such as knowledge bases, FAQs, and community forums, making it easier for customers to find solutions themselves and improving support efficiency. It integrates with around 1,500 external tools.
Advantages
Omnichannel support on all payment plans
Allows you to implement telephone support with the possibility of obtaining a company number
Includes a CRM with a customer database
High customization
Disadvantages
Unintuitive interface for some actions (e.g. previewing attachments in tickets)
Advanced AI tools and reports come at a high cost
Prices
No free version is offered. There is a 14-day free trial.
Basic paid plans : $25-$149 per agent per month. Discounts apply for annual billing. AI for conversation generation is available on all plans, but the Advanced AI add-on is only available on Advanced plans.
Freshdesk
Customer Service Software: Freshdesk
Freshdesk , the customer service software from Freshworks, is known for its efficient ticket management that integrates easily into company workflows. The query hierarchy allows tickets to be broken down into smaller, more manageable tasks. It uses gamification tools to increase agent productivity.
The tool includes the artificial intelligence system “Freddy AI”, which facilitates the implementation of chatbots on websites and social networks. Freshdesk can be integrated with Freshworks CRM, virtual phone system, and sales platform, and with more than 1,000 external tools.
Advantages
Intuitive interface
Automation and prioritization features for customer queries
Advanced Reports
Integration into the Freshworks ecosystem
Disadvantages
Freshdesk's advanced features are expensive
Live chat has separate fees
Prices
Free version available and 14-day free trial.
Paid plans : €18-€95 per agent per month. Discounts apply for annual billing. Most automation and AI features are only available on higher plans.
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