Top 15 Customer Service Software in 2024

Jayadeep Subhashis

January 31, 202421 min read

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Let’s face reality: 

  • Call volumes are on the rise. 

  • Customer expectations are soaring. 

  • Competition is sparing no effort to capture your customer base. 

As customers now demand instantaneous, personalized and omnichannel support, customer service leaders like you are responsible for meeting these expectations head-on. 

This demands a radical shift in strategy and sophisticated customer service software designed to manage the influx of customer inquiries and transform them into opportunities for engagement and loyalty. 

In this blog, you’ll learn everything you need to know about customer service software — what it is, why to use it, how to evaluate which one is right for you and the top customer service software currently available. Specifically, this post will cover:  

  • An overview of 15 best customer service software  

  • Top features of each customer service software  

  • Verdict 

  • Customer testimonials 

  • Pricing and trial information 

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

Table of Contents

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 with 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?  

Why use a customer service solution?

Customer service software powers customer service in your company. From pre-purchase inquiries to post-purchase service, it provides a centralized platform to manage customer queries, complaints and feedback seamlessly across voice, email, SMS, chat, social media and messaging platforms. 

In addition, customer service software also enables you to track customer interactions, analyze data and identify trends, facilitating informed decision-making.  

How does customer service software work?

Customer service software orchestrates all your customer service channels – email, phone, chat, social media and self-service – under one roof, giving you a bird's-eye view of every customer touchpoint. Here is a simplified version of how customer service software works: 

  • Contact center agents receive clear instructions and resources via a streamlined ticketing system. 

  • Powerful automation handles routine tasks like initial greetings and FAQs, freeing up your agents to tackle complex challenges. 

  • Advanced call routing ensures the right agent, with the most relevant expertise, is assigned to each case, guaranteeing a swift and satisfactory resolution. 

  • Real-time dashboards reveal trends and patterns, allowing you to predict and proactively address potential issues. 

  • Performance metrics pinpoint areas for improvement, empowering you to continuously optimize your customer experience. 

11 types of customer service software

Customer service software differs based on its specific functionalities, features and the primary customer support aspects it addresses. Here is a detailed list of customer service platforms and what they essentially do.  

Types of customer service software 

What does it primarily do 

Helpdesk software 

Helps manage customer inquiries and support tickets, enabling your agents to organize, prioritize and respond to customer issues effectively. 

Live chat software 

Facilitates real-time communication between customers and your agents through instant messaging on a website or application. 

Knowledge base software 

Offers a self-service platform where customers can access articles, FAQs and guides to find answers to common questions without needing to contact your support team. 

Contact center software 

Offers tools to manage inbound and outbound calls, including features like call routing, IVR and call recording. 

Ticketing system 

Focuses solely on organizing and managing customer support tickets, often integrated with other customer service software. 

Omnichannel survey tools 

Allows you to collect customer feedback and conduct surveys to measure satisfaction levels and gather insights for improvement. 

Chatbot software 

Utilizes AI-powered bots to handle routine inquiries and provide instant responses, reducing the load on human agents. 

Email management software 

Helps you organize and manage customer emails, often with features like automated responses, tagging and filtering. 

Quality management software 

Lets you monitor and assess the quality of customer interactions to ensure that support agents adhere to company standards and best practices. 

💡Two cents from Sprinklr 

The forthcoming customer service landscape will predominantly hinge on the power of data-driven insights. Many brands presently adopt a fragmented strategy when integrating new technologies into their operational frameworks, resulting in challenges in integrating data and hindering the potential for exceptional customer experiences.  

With an array of point solutions targeting specific objectives, the absence of seamless integration among these channels and project-centric systems gives rise to a complex web of entrenched data silos or what can be aptly termed “point-solution chaos.” 

Top 15 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. 

Whatever your experience level, we’ve compiled an exhaustive list of leading customer service software in 2024. Get all the information right from each customer service solution’s top features to its strengths, our verdict and pricing.    

Please note that customer service software and their pricing change regularly, and this post now reflects the most accurate information as of September 2023. 

 ⚠️ Important note for readers

The below tools are in no particular order of ranking or popularity. Still, they are independent picks by Sprinklr’s editorial team based on our research and publicly available information in the review sites. It is crucial to note that software or platforms may evolve over time, and the company may address some of these concerns in newer updates or versions. 

 

 Sprinklr Service

Sprinklr Service dashboard by Sprinklr

Overview 

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.  

🚀Most popular 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. 

    Analytics & Reporting with Sprinklr Service

  • 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.

    Call Quality Monitoring with Sprinklr Service

Verdict: 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 testimonial  

💪Strengths  

“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: G2 

💡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: G2  

Price: $249 (1 seat/ month-billed annually) Check full pricing 

Free trial – 30-day free trial available 

Try Sprinklr Service

Zendesk

Customer service software dashboard by Zendesk

Overview 

Zendesk is a cloud-based customer service platform 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 businesses can use to track and improve customer service performance. 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. 

🚀Most popular features 

  • Ticket routing 

  • Live chat software 

  • Native integrations 

  • Knowledge base 

  • Self-service portal 

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.  

Customer testimonial  

💪Strengths  

“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: G2  

💡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: G2  

Pricing: Basic plan at $55 per agent/month. Offers multiple plans. 

Free trial: Available for 14 days

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

Intercom

Customer service solution dashboard by Intercom

Overview 

Intercom is best known for its live chat software. It offers a comprehensive customer service solution designed to create a seamless customer experience through a blend of automation and human support. The platform emphasizes operational efficiency, leveraging AI, bots and rules to alleviate support teams from repetitive tasks and inquiries.  

🚀Most popular features 

  • Ticket and case management 

  • Automated response 

  • Messenger 

  • Team inbox 

  • Bots 

Verdict:

Intercom has its own strengths. However, it may not be the best option if you are on a tight budget. Additionally, Intercom offers limited customization options, making it difficult to tailor the customer service software to meet the specific needs of your business.  

Customer testimonial 

💪Strengths 

“The balanced assignment feature is beneficial for me. It makes the assignment of tasks straightforward, seamless and fair. It is also significant that those with admin access can mark urgent cases as high priority so they can be worked on immediately.” 

Source: G2  

💡What could be better 

“My primary dislike would be the costs. While the basic features cover most needs, some of the more advanced capabilities and integrations will come with additional costs. As you start adding more advanced features to your contract, it's easy to begin to feel like you're being nickel and dimed.” 

Source: G2  

Pricing: Starts at $74 per month (2 seats) 

Free trial: Available for 14 days  

Genesys Cloud CX

Customer service solution dashboard by Genesys CloudCX

Overview 

Genesys Cloud CX offers a comprehensive Customer Experience (CX) platform to facilitate seamless customer interactions across various channels. Their solution is built to optimize customer engagement and support operations.  

The platform leverages a range of features, including AI-driven automation and analytics, to enhance the efficiency of customer service workflows. It provides tools for routing inquiries, managing interactions and tracking customer journeys.    

🚀Most popular features

  • Voice 

  • Web chat 

  • Auto dialer 

  • Session routing 

  • IVR 

  • Agent scheduling and assignment 

Verdict:

Despite its long-standing presence in the industry, Genesys Cloud CX has encountered reliability issues, including outages and system downtime. While it does provide some customization options, they are relatively restricted in scope.  

Customer testimonial 

💪Strengths  

Simplified interface with all features and agent/supervisor/admin tools accessible from the same page. Easy configuration and deployment. The prompt management is great.” 

Source: G2 

💡What could be better 

“The application default capabilities like agent assist, voice transcriptions, surveys and reports are very limited and customers are forced to use integration to external entities adding more costs to run the contact center.”

Source: G2  

Price: $75 for voice and $115 for voice and digital 

Free trial: Not available  

Freshdesk 

Customer service solution dashboard by Freshdesk

Overview 

Freshdesk offers a customer support solution that efficiently manages 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 workflow.   

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

🚀Most popular features 

  • Ticket management 

  • SLAs 

  • Workflow 

  • Dashboard 

  • Email ticketing 

  • Omnichannel support 

  • Canned responses 

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.  

Customer testimonial 

💪Strengths 

“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: G2  

💡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: G2  

Pricing: Offers a free plan. The most popular is the Pro plan - $48.99/per agent/month - billed annually 

Free trial: Available for 14 days  

Help Scout

Customer service software dashboard by Help Scout

Overview 

Help Scout is a customer service software designed to facilitate personalized customer interactions. It offers a range of tools to collect, organize and respond to customer support inquiries, enabling teams to provide timely and effective assistance. The platform is known for its user-friendly interface, making it easy for agents to navigate and manage customer interactions across various channels, including email, chat and social media.   

🚀Most popular features 

  • Ticket and case management 

  • Automated response 

  • Dashboard 

  • Self-service with knowledge base  

  • Live chat 

Verdict:

Help Scout's standout feature lies in its user-friendly interface and clean design. Nonetheless, it is frequently viewed as an introductory-level platform because it lacks crucial features like omnichannel customer service for social media and messaging applications. Additionally, its reporting and analytics capabilities are relatively basic. 
 
Customer testimonial 

💪Strengths 

“Help Scout's overall user interface and navigation is extremely straightforward — it's clear what needs to be taken care of. Compared to other products, the end-user customer experience is also pleasant.” 

Source: G2  

💡What could be better  

“Integration with some channels not available (like WhatsApp) as well as round robins and more complex adjustments not available on this platform. So not sufficient for larger, more complex operations.”  

Source: G2  

Price: Starts at $20 per user/month (25 seats). Offers multiple plans. 

Free trial: Available for 15 days  

Talkdesk 

Customer service software dashboard by Talkdesk

Overview 

Talkdesk provides a range of features that enable efficient handling of customer inquiries across various communication channels, including phone, email, chat and social media.  

The platform provides call routing, ticketing and real-time reporting, allowing businesses to optimize customer service operations. Additionally, Talkdesk offers integration with popular third-party applications, too.  

🚀Most popular features 

Verdict:

Although Talkdesk's reporting and analytics capabilities often receive praise, the intricate setup and complex user interface pose challenges, particularly for businesses with extensive or complex customer service operations. It also has a reputation for encountering technical difficulties, including bugs and service disruptions.  

Customer testimonial 

💪Strengths 

“Talkdesk offers a state-of-the-art incoming and outgoing phone channel experience. Calls route correctly and can be dispositioned with little effort. Reporting for queue calls is accurate and detailed.” 

Source: G2  

💡What could be better 

“Setting up users for how my company wants them, is a little longer of a process than our previous system. We also experienced a good amount of our calls getting blocked as spam, or the calling system being down altogether.”  

Source: G2  

Price: Starts at $75 per user/month. Offers multiple plans.

Free trial: Not available  

Five9 

Customer service software dashboard by Five9

Overview 

Five9 is cloud contact center software for inbound, outbound, blended or multi-channel operations. This solution includes management capabilities such as campaign management, quality monitoring, real-time and historical reporting and call recording. 

🚀Most popular features 

  • Omnichannel contact handling 

  • Call tracking 

  • Auto dialer 

  • Agent scheduling and assignment  

  • Quality management 

 Verdict:

Despite a comprehensive suite of features, Five9 has been extremely complex and expensive to deploy. Also, the third-party software review sites report issues around slow and unresponsive customer support.  

Customer testimonial 

💪Strengths 

“I found that it was easy to learn how to build and run the system through their online documentation and classes and have very few problems building out new campaigns or IVR scripts because of the general simplicity of the platform.” 

Source: G2 

💡What could be better 

“I disliked how the integration with HubSpot was not seamless. My dialer would call people that I had marked as unqualified, and that was awkward to re-call someone I had already marked unqualified. My dialer also didn't always pop up my contact information when they answered a call, and that made it difficult to approach.”  

Source: G2  

Price: Available on request  

Free trial: Not available  

Nice CXone 

Customer service software dashboard by Nice CXone

Overview 

NICE (formerly known as NICE inContact), through NICE CXone, offers an all-encompassing cloud-based customer experience platform. The company integrates customer analytics, omnichannel routing, workforce optimization and automation, all on an open cloud foundation. This amalgamation helps its customers deliver positive experiences across multiple channels for agents and customers.  

🚀Most popular features 

 Verdict:

Nice CXone is a customer service software solution tailored for large enterprises with complex needs and ample financial resources. However, it may not be the ideal choice for those with budgetary limitations or a strong emphasis on comprehensive reporting and forecasting features for digital channels. 

Customer testimonial 

💪Strengths 

“It is pretty simple and streamlined. There isn't a lot of screen clutter which makes it easy to focus.” 

Source: G2  

💡What could be better “It's not always fully fleshed out before it's released to its customers. Many of the external products that combine with it don't speak too well with CXone.”  

Source: G2  

Price: Available on request 

Free trial: Available for 60 days  

Vonage

Customer service software dashboard by Vonage

Overview 

Vonage is a communication solution aimed at small-midsize companies. It integrates with third-party applications and includes IP-PBX capabilities, video conferencing and collaboration tools. It helps you power conversations across voice, SMS, team messaging, fax, social media, and meetings.  

🚀Most popular features 

  • Cloud PBX 

  • Multi-level IVR 

  • Answering rules 

  • Call screening 

  • Automated attendants 

  • Video call 

Verdict:

While Vonage provides a user-friendly customer service software solution, it may not be the optimal choice for businesses with intricate customer support needs, a high priority on call quality or a requirement for an extensive extension limit.  

Customer testimonial 

💪Strengths 

“The application on both my computer as well as my cell phone integrates seamlessly. I can text or call clients and internal agents seamlessly just like you would on the phone.” 

Source: G2  

💡What could be better 

“The documentation on the support website could be more detailed. The Vonage application could be more sophisticated, for example, it could allow more than one user to log in to the application from the same device using the same browser. The same application can also allow the operator to have more than two callers on hold.” 

Source: G2 

Price: Contact sales for customized plans 

Free trial: Not available  

Dialpad 

Customer service software dashboard by Dialpad

Overview 

Dialpad AI Contact Center is an inbound and outbound call center platform that helps companies connect with customers across all channels and skip repetitive questions, retaining reviewable conversations and context history. Dialpad's built-in AI assistant takes notes, transcribes calls and surfaces helpful information in real time to help agents resolve customer requests faster.  

🚀Most popular features 

  • Click-to-call 

  • Predictive dialing 

  • Call tracking  

  • IVR 

  • Call routing 

  • Analytics 

Verdict:

Dialpad's standout feature is its impressive real-time transcription capabilities. However, users have raised significant concerns about inconsistent call quality. Furthermore, the platform encounters problems with displaying call history and recordings.  

Customer testimonial 

💪Strengths 

 “It has voice AI so I can track back calls if needed. It also is pretty clean and organized to understand quickly. This is a great way to track calls and such. I also like how you can text on here.” 

Source: G2  

💡What could be better 

“Dialpad's reporting has room for improvement, there are few customization options and most times you need to export the data to gain additional insight which makes the process long and cumbersome, however, there's a lot of valuable data in there.” 

Source: G2  

Price: Standard plan starts at $15 per organizer/month. 

Free trial: Available for 14 days 

Zoho Desk 

Customer service software dashboard by Zoho Desk

Overview 

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. 

🚀Most popular features 

  • Dashboard 

  • Reporting 

  • Automated response 

  • SLA management 

  • Ticket management 

  • Workflow 

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. 
 
Customer testimonial 

💪Strengths 

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

Source: G2 

💡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: G2  

Pricing: Offers a free plan along with multiple plans. 

Free trial: Available for 15 days  

Salesforce Service Cloud 

Customer service software dashboard by Salesforce Service Cloud

Overview 

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 discuss their company on various social networking platforms.  

🚀Most popular features 

  • Ticket and case management 

  • Live chat 

  • Automated response 

  • Dashboard 

  • Analytics 

  • SLA management 

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.  

Customer testimonial 

💪Strengths 

“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 manage their workload and ensure the customer remains in touch with us.” 

Source: G2 

💡What could be better 

“Salesforce Service Cloud includes 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: G2 
 
Pricing: Starts at $25 per user/month. Offers multiple plans. 

Free trial: Available for 30 days  

Avaya 

Customer service software dashboard by Avaya

 Overview 

Avaya OneCloud CCaaS is a cloud-based contact center solution designed to improve employee and customer experiences for organizations. It provides a range of voice and digital channel engagement options, self-service automation and tools to boost employee productivity.   

🚀Most popular features 

  • Voice 

  • Web chat 

  • Email 

  • Auto dialer 

  • Routing  

  • IVR 

Verdict:

Often criticized for lack of innovation in recent years, Avaya can be complex, especially for businesses with large or complex customer service operations. Also, for those requiring extensive customizations, think twice before you opt for it.  

Customer testimonial 

💪Strengths 

“It quickly adapts to the changes made or settings made on the tool so it will be integrated accordingly to our Ipscape tool. Very convenient for us and the agents as well.” 

Source: G2 

💡What could be better 

“It took a little time to integrate into our systems. There were also some bugs causing Avaya to interrupt Microsoft Teams calls, but we have since figured out how to work around that issue.”

Source: G2  

Price: Contact sales for quotes 

Free trial: Not Available  

HubSpot Service Hub 

Customer service software dashboard by HubSpot Service Hub

Overview 

HubSpot Service Hub is a help desk software included in HubSpot's Customer Relationship Management (CRM) platform. Businesses use Service Hub to provide streamlined customer support. Service Hub enables multi-channel communication, which allows customer support teams to resolve service requests quickly. It offers help desk and ticketing automation that reduces the need for data entry. Service Hub's automation features prioritize service tickets, allowing the customer support team to address critical requests first.  

🚀Most popular features 

  • Ticket management 

  • Knowledge base 

  • Social integrations 

  • IVR 

Verdict:

HubSpot Service Hub boasts a comprehensive array of features. Yet, its pricing structure warrants careful consideration. The free plan, constrained to two users, 1000 monthly tickets, and lack of custom branding may impede a thorough evaluation of its suitability for your requirements. Moreover, as you scale, the pricing model for Service Hub can become intricate and potentially costly. It is imperative to grasp these nuances before committing. 
 
Customer testimonial 

💪Strengths “We have been using it for ticket support and sequences a lot. It saves so much time and we can easily keep track of everything. We also use surveys and have been collecting information we didn't have before. We now have accurate reports of the overall customer support experience and know the areas we need to improve.” 
 
Source: G2 

💡What could be better “In my experience HubSpot Service Hub could be a little more user-friendly. It is not difficult to use but a lot of the customization options can be difficult to find.” 

Source: G2  

Price: Offers a free plan. Multiple plans are available. 

Free trial: Available for 14 days  

How to evaluate the best customer service tool?

Whether you are a small business founder in search of the right customer service software or an enterprise business owner looking to upgrade your customer service setup, unsurprisingly, your objective is common — delivering memorable customer service experiences that stay with customers. 

So, when the objective is known, the evaluation boils down to two things: 

  1. Business requirements 

  2. Product-level requirements 

Let’s go through these one by one.  

1. 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 
    You may not need complex customer service software if you're a small company that has just started. Instead, opt for a decent customer service solution with a basic plan that helps you connect, track and manage customer interactions seamlessly. 

    But, if you are running a large business and handle hundreds of customer requests daily, 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.  

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

    • Always opt for a free trial before signing up.

      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 free trial with access to the key features that matter most to you. 

Pro tip: Double-check the cost of setup, maintenance charges and hidden costs (if any) before signing up with any customer service platform. 

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 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.  

Top trends for customer service software in 2024 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. AI and automation 
    AI-powered conversational chatbots and virtual agents provide instant responses to customer inquiries, handle routine tasks, and assist with common issues.  

    Similarly, AI algorithms analyze data to predict customer needs, allowing companies to proactively address concerns before they arise. 

  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 

By 2025, 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 Unified Customer Experience Management Platform (Unified-CXM), has become the most futuristic choice. Here's how - 

  • You can 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 a demo with our experts today and discover what the future of customer service looks like!  

Deliver exceptional digital experiences with Sprinklr Service

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