10 Best Customer Service Software for Growing Businesses

Budget constraints. Limited resources. Another tool to justify.

It’s understandable. Every investment needs to count.

But customer service software is what turns overwhelmed agents into high-performing teams. It’s what shifts support from reactive firefighting to a proactive, revenue-driving operation.

The right investment protects your budget, not drains it. Smarter automation, streamlined workflows and AI-driven efficiency mean lower costs, faster resolutions and a support team that works at its best.

In this blog, you’ll find everything you need to know about customer service software — what it is, why it matters, how to choose the right one and the best platforms available today. More specifically:

• An overview of the 10 best customer service software
• Top features of each customer service software
• Verdict
• Customer testimonials
• Pricing

But before we explore the intricate yet interesting world of customer service software, let's cover the basics.

What is customer service software?

Customer service software is a suite of tools that helps businesses manage, track and improve the customer experience.

Often synonymously used for customer support software, customer service software lets you communicate with customers on the channels they like, track each interaction and make the most of every conversation you have across the touchpoints.

It’s essential to understand that good customer service software improves the service experience of both customers and agents.

Learn More: Customer Support vs. Customer Service: What’s the Difference?

Top 10 customer service software

When it comes down to choosing the best customer service software, sorting out the wheat from the chaff can be a strenuous task.

We’ve compiled an exhaustive list of leading customer service software in 2025.

Sprinklr Service

Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer and agent experience across 30+ digital, social and voice channels and delivers real-time actionable and scalable insights – eliminating the need for any other point solution.

Top features

• Unified agent desktop

Sprinklr Service’s unified agent console supercharges conversations and resolutions with faster, more connected, AI-powered processes across voice and digital channels — giving every agent instant access to a bird’s eye view of a customer’s activity, case history, CRM data and survey results.

• Analytics and reporting

You can monitor end-to-end customer journeys and analyze customer interaction data in real time. Also, you can create multi-level dashboards for queues, locations, agents and interactions to track business KPIs, team performance, daily targets and more.

• Quality management

Score 100% of your daily conversations on 30+ quality and compliance parameters such as opening/closing quality, intro, active listening, empathy and more — with the power of Sprinklr AI+. Also, identify each agent's strengths and areas of improvement with an AI-generated scorecard.

Verdict: Sprinklr is a leading customer service software solution that is purpose-built to bring harmony to SMEs and enterprise businesses, alike. Small businesses may find the price point to be slightly on the higher side. However, 29% of Sprinklr users are small businesses who preferred it over others because of ease of setup, user-friendliness, feature-rich platform and quality of support, which most of our counterparts lack or fail to deliver.

Customer testimonials

What works best

“User interface of the tool is something which makes it outstanding in comparison to the other tools available in the market. It's easy and fun and convenient to use. It makes our work easy and helps us to complete our tasks on time. The transparency of the tool is what makes it stand out. A top tier tool in the market! I love it!” Source

What could be better

“It is a vast forum and initially, I faced some challenges navigating it throughout. As you start spending more time, you will get familiar. An initial tour guide would be helpful.” Source

Price: Contact us for a quote

Salesforce Service Cloud

Salesforce Service Cloud offers businesses a call center-style interface for efficiently creating, tracking and managing incoming cases. It also automates the routing and escalation of priority cases. Additionally, the customer portal, powered by Salesforce CRM, allows customers to monitor their cases. It incorporates a social networking plug-in, enabling users to provide prompt social media care on various platforms.

Top features

• GenAI-driven Service Planner creates case-specific step-by-step service plans, improves efficiency, productivity, onboarding speed and compliance
• Out-of-the-box reports and dashboards provide a complete view of customer service metrics for trend analysis and impact measurement
• Built-in incident management to detect issues early, prevent disruptions and unify case, incident and customer data

Customer testimonials

What works best

“I love that our users are able to track customer cases and stay on top of their work, regardless of how we were contacted (email or phone). We use email-to-case, queues, escalation, and a fair number of dashboards to help our service teams across departments to manage their workload and ensure the customer remains in touch with us.” Source

What could be better

“Salesforce Service Cloud include its relatively high cost, the complexity of customization and a potentially steep learning curve for new users. Some individuals find the user interface to be intricate, depending on their familiarity with similar platforms. Keep in mind that individual experiences may vary.” Source

Verdict: Salesforce Service Cloud, renowned for its robust case management capabilities, does come with some limitations. Users have reported that it can be complex to set up and configure. Additionally, some have expressed concerns about the high costs associated with Salesforce's premium support plans.

Pricing: Starts at $25 per user/month. Offers multiple plans.

Zendesk

Zendesk is a cloud-based solution that helps businesses provide customer support across various channels such as voice, email, chat, ticketing systems, self-service portals, social media and more.

Zendesk also provides analytics to track and improve customer service. This data can be used to identify areas where customer service can be improved, such as the average response time or the number of unresolved tickets.

Top features

• Intelligent routing to ensure requests reach the right agent based on availability, workload and expertise
• Agent Copilot improves productivity with insights, suggested replies and executing agent-approved actions
• AutoQA analyzes all interactions, including AI-driven ones, to highlight those needing attention, reducing manual review

Customer testimonials

What works best

“Zendesk has a number of features that are intuitive and easy to learn. While batch update features can still be improved, I appreciate how they can streamline my work and save me time on what would be more tedious individual updates. The ability to easily filter tickets into different queues makes delegating and organizing ticket work easy, accurate and efficient.” Source

What could be better

“Zendesk is a direct ticket focused environment. Some of our social integrations don't link well to the environment, meaning sometimes work is duplicated though issues have been solved. This may include messages from Twitter or Meta Platforms causing duplicate messages from different platforms, and ticket creation not occurring because all messages don't get pulled from these accounts.” Source

Verdict: Zendesk presents itself as a viable support tool with user-friendly features, yet there are underlying concerns. It’s mainly a voice support solution that has recently diversified into digital platforms. Performance hiccups have been reported, characterized by sluggish loading times and inconsistent support. If security is a paramount concern, it is prudent to reconsider before committing to Zendesk, considering reported incidents of data breaches.

Pricing: Basic plan at $19 per agent/month. Offers multiple plans.

Must Read: Sprinklr vs. Zendesk – Let's cut to the chase.

Freshdesk by Freshworks

Freshdesk helps you efficiently manage incoming requests from various communication channels, including email, web, phone, chat, messaging and social media. It converts these requests into unified tickets, simplifying the resolution process across multiple channels.

The platform features automation and AI capabilities, such as ticket assignment, prioritization, agent assistance and canned responses. These features contribute to streamlining the contact center workflows.

Freshdesk also prioritizes team collaboration, offers integration with third-party tools and provides predictive support functionalities and field service management.

Top features

• Unified Agent Workspace to bring customer history, ticketing and teams into one AI-enhanced view
• Ticketing system centralizes related issues under a master ticket, ensuring streamlined tracking, accountability and customer updates
• Custom Reports and dashboards to measure metrics like agent availability, case volumes and SLA performance

Customer testimonials

What works best

“How easy it is to use. Much like an email client, and the admin portal is simple and clean. Most setups can be done in-house by our team, and the configurations are pretty straightforward. The support team is also quite responsive and helpful.” Source

What could be better

“Portal themes need to be updated as they need more customization functions. Image uploading may be difficult sometimes. It must be integrated with social networking platforms to make communication better. Tools that are provided for making customer lists should be more intuitive. It must support various languages as translating these languages wastes a lot of time.” Source

Verdict: While small businesses tend to gravitate towards Freshdesk, its users commonly voice concerns about persistent bugs and service disruptions. Depending on your business's particular software and systems, you might also face integration difficulties with Freshdesk. Therefore, confirming compatibility with your current customer service setup is crucial.

Pricing: Offers a free plan. Paid plans start at $15/month.

Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service connects businesses with customers across email, text, social media and virtual assistants. Agents can manage multiple requests at once while AI improves response accuracy and automates workflows. Integrated phone systems provide a reliable way to assist customers on a secure, Microsoft-operated platform.

• Copilot in Dynamics 365 Customer Service assists agents by diagnosing issues, troubleshooting problems and drafting responses efficiently.
• Generative AI-powered conversational IVR enables natural interactions, helping customers resolve issues faster.
• AI interprets customer intent in real time, tailoring responses and recommendations based on engagement and interaction history.

Customer testimonials

What works best

“Since I have experience managing customer interactions across platforms like social media and email, this feature makes it incredibly easy to handle everything in one place. I also appreciate how it integrates with tools like Teams and Outlook, which helps me stay organized and respond quickly.” Source

What could be better

“The high license cost of Dynamics 365 Customer Service” Source

Verdict: Microsoft Dynamics 365 Customer Service does a lot right — it integrates well with other Dynamics apps, keeps improving and offers solid customer support. But it’s not the easiest platform to get started with. The interface can feel cluttered and setup takes time, often requiring back-and-forth with support. If you need a powerful, customizable solution and don’t mind a learning curve, it’s worth considering.

Price: Free plan available. Paid plans start from $50/user/month.

Pega

Pega Customer Service combines AI-powered decisioning and workflow automation to streamline customer interactions while keeping existing systems intact. Its low-code platform allows enterprises to quickly adapt, automate service processes and personalize engagement. Pega’s architecture is built to scale, helping businesses keep up with changing customer needs without disrupting day-to-day operations.

Top features

• AI-driven self-service resolves inquiries across web and mobile, embedding workflows into any portal
• AI-powered guidance interprets customer intent, dynamically assists agents with workflows and recommends the next best actions
• Center-out architecture centralizes business logic for easy integration, enabling flexible, customer-centric outcomes without disrupting channels or data sources

Customer testimonials

What works best

“Unified Platform - This application provides a comprehensive, 360-degree view of customer data across all channels ensures seamless, consistent and personalized customer interaction. AI Powered - Pega AI-driven insight helps customer service team make a proactive decision in real time. This feature helps reduce time and improves overall service quality. Intelligent Automation - Reduces manual tasks, streamlining workflows and boosting efficiency.” Source

What could be better

“The UI can feel very cluttered and overwhelming. I really wish the UI was more compact and the information was logically grouped to enhance ease of access.” Source

Verdict: Pega is a solid choice for businesses that need automation and flexibility, with strong out-of-the-box features and reliable performance. That said, it’s not the easiest platform to configure — it takes technical expertise, setup can be time-consuming and large deployments might run into occasional slowdowns. If you’re willing to navigate the learning curve, it’s a powerful tool that can scale with your needs.

Price: Unavailable on the website, contact directly

SAP Service Cloud

SAP Service Cloud helps businesses deliver smarter, more connected customer service[RM1] by bringing together channels, teams and workflows into one seamless experience. Agents get AI-powered insights and automation, making it easier to resolve issues quickly and efficiently. With the introduction of SAP Business Data Cloud earlier this year, the platform now offers a stronger data foundation, ensuring agents have real-time access to richer insights for better decision-making. Designed to scale and adapt, SAP Service Cloud makes it easier for businesses to adjust their customer service strategy gracefully.

Top features

• Collaboration between customer service with back-office data and processes through native SAP S/4HANA Cloud integration
• Dynamic case assigner to structure service processes by case type, applies cross-departmental case management
• Generative AI for the automated case and email summaries, contextual responses, solutions based on past resolutions and ticket categorization

Customer testimonials

What works best

“I like how it simplifies ticket management and improves customer interactions across various channels like email and chat. The integration with other SAP solutions makes it easier to access relevant data and streamline workflows.” Source

What could be better

“I think cost. SAP has higher cost of ownership; it can be costly to implement and maintain.” Source

Verdict: SAP Service Cloud is packed with powerful features, with the solution touting its scalable architecture and low-code/no-code tools for quick adaptability. But while SAP highlights rapid development, there are 73 mentions of its challenging learning curve on G2, pointing to its complexity. It’s a strong solution for businesses that need deep functionality but expect some upfront effort to get fully up to speed.

Price: Request a quote

ServiceNow Customer Service Management

ServiceNow Customer Service Management (CSM) improves customer support by bringing front, middle and back-office teams together on a single platform. Powered by AI and running on the Now Platform®, ServiceNow CSM provides a single system of action, helping businesses proactively resolve customer problems.

Top features

• Strong case management that helps divert, manage and close cases on time
• Insights driven by generative AI to help agents make sharper real-time decisions and deploy relevant workflows
• Self-service that spans across multiple communication channels to empower customers with accessibility

Customer testimonials

What works best

“Very quick and effective tool for incident management, resolving, and improving proficiency in operations. Ease of integration with other tools in market. Deployment and centralized management of alerts and tickets is kind of a pleasure with this product. Highly secured and use-based access.” Source

What could be better

“The application can be overwhelming for smaller IT shops. Performance is lacking for an enterprise level.” Source

Verdict: ServiceNow stands out with great customization, solid customer support and strong third-party integrations, making it a reliable choice on the list. Its AI push is hard to ignore, with big moves like partnerships with NVIDIA and acquiring Moveworks recently to stay ahead of the curve. But while the tech keeps evolving, the plunging stock value is worth keeping an eye on — it doesn’t impact the product today but could signal shifts in strategy down the line. If you're in for the tech, there's plenty to like.

Price: Contact for a quote

Zoho Desk

Zoho Desk offers comprehensive support to businesses in handling customer interactions through various channels such as phone, email, live chat, SMS text and social media. It facilitates the assignment of calls to agents according to their department or team, automatically directs calls to agents known to the customer and ensures consistent service delivery.

Top features

• AI assistant, Zia, automates inquiries, optimizes workflows, suggests note tags and personalizes shopping recommendations
• Accessibility controls display key information like ticket IDs and contact details while enabling screen reader support, Braille output and seamless keyboard navigation
• SLA rules to manage escalations, track case statuses and improve accountability across the team

What works best

“Zoho Desk's user-friendly interface, knowledge base integration, and scalable design empower businesses to deliver exceptional customer support experiences.” Source

Customer testimonials

What could be better

“Zoho Desk will take a learning curve. If you do not work with a trusted partner who can walk you through it with an understanding of your business, it could take more time and your setup might not be done correctly. We messed up the email for the initial set up and we have been waiting for a week for Zoho Desk for their help to correct it.” Source

Verdict: Zoho Desk excels in its seamless integration with other Zoho applications, enhancing workflow efficiency for businesses deeply entrenched in the Zoho ecosystem. However, users have noted difficulties in implementing advanced customizations, potentially posing constraints for businesses with highly specialized customer service operations. Additionally, many users have highlighted the analytics offered by Zoho Desk as being less comprehensive compared to other customer support solutions.

Pricing: Offers a free plan along with multiple plans.

LivePerson

LivePerson is built for businesses that want to transform digital conversations with AI-powered, seamless and scalable support. Its asynchronous messaging means customers and agents can pick up right where they left off — no repeating details, just smooth interactions. With deep system integrations and geolocation-based personalization, it makes every conversation feel smarter and more relevant. Whether it’s improving customer experiences or helping agents work more efficiently, LivePerson gives brands the tools to deliver fast, AI-driven customer support that scales effortlessly.

Top features

• AI-driven conversations that personalize complex queries and continuously improve through machine learning
• Powerful intent detection analyzes customer interactions, identifies patterns and automates responses using natural language understanding (NLU)
• Conversational intelligence suite transforms customer interactions into actionable insights, using one of the largest customer datasets available

Customer testimonials

What works best

“I have been working with LivePerson platforms for many years. Even prior to them going into chat. One of the things that I have always known about them is their daring to look at new, upcoming technology and to quickly move in that direction. Their integration with Conversational support software, with automation, and easy to use features, is providing our organization with much sought after and appropriate help just when our staff and the customer needs it.” Source

What could be better

“It can be confusing at first, but following the documentation will not be a problem.” Source

Verdict: LivePerson is a strong option for large businesses looking for a fast, reliable and scalable customer interaction platform. With easy setup, seamless app integrations and responsive support, it’s built for smooth implementation and growth. Its AI capabilities stand out, handling everything from real-time chats to complex digital interactions, making it a comprehensive and future-ready solution for modern customer service.

Price: Request a quote from sales

What makes customer service platforms ideal for large-scale operations?

Enterprise support is a tough ballgame. High volumes, global teams, strict SLAs and customers who expect solutions, not excuses. The right software gives you control, ensuring efficiency at scale, compliance without friction and AI that actually works. The wrong choice could just result in more fragmented systems, spiraling costs and a support team drowning in inefficiency.

To make the right call, the evaluation boils down to two things:

1. Business requirements

2. Product-level requirements

Let’s go through these one by one.

Business requirements: Every business has unique requirements. What worked for your closest competitor may not work for you and vice versa. So, it’s essential to understand that the customer service software you choose aligns with your business needs.

Determine the size and scale you need As a large enterprise, you might be handling hundreds of customer requests daily and so it makes sense for you to choose a customer service software that scales as you grow.

Another factor is the type of communication you are looking at. Is it an inbound call center to handle incoming requests, an outbound call center for lead generation or proactive support, or a blended call center that serves both purposes?

What does the economics look like? On a hunt for customer service solutions?

Take our two cents.

1. Check out everything, but don’t trust them yet.

2. Always ask for an in-depth demo or a trial.

The customer service software landscape offers a maze of options, with every company flaunting a fancy name and claiming their product to be superior. Don’t be swayed by flashy marketing campaigns; instead, insist on a demo with key features that matter most to you.

2. Product-level requirements

• Ease of use

When selecting customer service software, it's essential to consider the experience of your customer service team, the agents who will rely on it daily. Their initial interaction with the customer service software sets the tone for its adoption. If the product proves to be challenging to navigate, agents are likely to encounter difficulties, potentially resulting in subpar customer service. Attempting to rectify this at the foundational level can be costly and may ultimately bring you back to square one.

• Ease of setup

Streamlining contact center operations is a priority for any customer service team, which is why leaders seek software that offers a seamless setup process. The quicker and more straightforward the implementation, the faster your team can get up and running, providing the support your customers need. Look for software solutions with intuitive onboarding, clear documentation and responsive customer support to ensure a hassle-free setup.

• Data granularity

The future is data-driven. Period.

You must seek customer service software that provides granular data, allowing you to delve deep into customer interactions and support trends. The more comprehensive and customizable the reporting capabilities, the better equipped your team will be to make informed decisions, identify areas for improvement and deliver a tailored customer experience.

Learn More: A Detailed Guide on Customer Interaction Analytics

• Quality of support

How do you offer support when you need to support yourself?

Seems scary, right?

When evaluating customer service solutions, look for vendors with a reputation for providing outstanding customer service themselves. This includes responsive support channels, knowledgeable representatives and a commitment to resolving issues promptly with clearly defined SLAs.

A customer service platform provider that prioritizes your success is an invaluable partner in ensuring your customer service team operates at its highest potential.

Key features to consider when choosing customer service software

A strong customer service solution is an amalgamation of various features and software that all integrate to empower you to deliver memorable support experiences. Here is a detailed list of customer service software and what they essentially do.

Top trends for customer service software in 2025 and beyond

Customer service software evolves faster than you think, leveraging advanced technologies for enhanced customer interactions and support experiences. Companies are increasingly adopting these innovations to stay competitive and meet the growing expectations of tech-savvy consumers. Let's look at the top customer service software trends you must know.

1. Agentic AI in customer service

As generative AI’s most novel use case, Agentic AI in customer service is shifting from static automation to intelligent orchestration. These AI agents can process customer intent in real time, cross-analyze historical data and detect anomalies to predict and prevent issues. Agentic AI may be capable of making multiple intelligent agents work together to solve complex cases almost autonomously. Know More: Why Businesses Need to Invest in Agentic AI

2. VR and augmented reality (AR)

VR and AR technologies are being leveraged to create immersive support experiences, such as guided troubleshooting or virtual tours of products.

Companies can use AR to enable customers to try out products virtually, reducing the need for physical samples.

3. Data analytics and personalization

Advanced analytics and AI-driven tools provide in-depth customer behavior and sentiment analysis, enabling more personalized interactions. Understanding the customer's journey allows for tailored support at each stage of their interaction with the company.

4. Unified communication with omnichannel support

AI and automation facilitate the seamless integration of various communication channels, ensuring an omnichannel experience for customers across platforms.

Deliver predictive, proactive and responsive customer support with Sprinklr

In the decade of 2020, integrating intelligent workflows and smooth interactions between humans and machines will probably be as common as a company's financial statement.

So, all customer-focused businesses will strive to maintain the right mix of data, AI and human intervention to deliver consistent customer service at scale.

That's why Sprinklr Service, built on a Unified Customer Experience Management Platform (Unified-CXM), has become the most futuristic choice for enterprises, with capabilities that enable you to

• Strengthen your existing customer service ecosystem without disrupting it
• Discover recurring customer issues by identifying top contact drivers
• Proactively communicate with customers with real-time updates
• Have a 360-degree view of customers with a unified agent desktop
• Empower customers with frictionless self-service tools
• Share real-time actionable insights within the organization to improve product, processes and people capabilities

For a customized product walkthrough of Sprinklr Service, register for a demo with our experts today and discover what the future of customer service looks like!