15 Best Customer Service Software for 2025

In 2025, great customer service is more important than ever. Customers want fast, friendly support–and the right customer service software can help you deliver it.

This guide covers 15 of the best software tools available today. We’ll break down what they do, who they’re best for, and how they can help your team work smarter.

No matter if you have a small business or a big company, customer service software helps. It can boost support, raise satisfaction, and offer helpful insights into your customers' needs. Let’s dive into the key features and top platforms to help you choose the right one for your business.

What is customer service software?

Customer service support software, also called customer support software or customer care software, is a tool or platform businesses use to manage and improve the customer experience.

These systems can have features like:

• Ticketing systems

• Live chat

• Knowledge bases

• Customer relationship management (CRM) capabilities

The main goal of this software is to help businesses provide efficient and personalized support. It works across multiple channels to enhance customer service.

What are the benefits of customer care software?

The benefits of customer care software include omnichannel support, smarter workload management, better team collaboration, self-service options for streamlining customer interactions, automation, analytics, and integration capabilities to connect to your CMS or ecommerce platforms.

1. Omnichannel support

Modern customer care software helps businesses handle customer messages on different channels, like:

• Email

• Live chat

• Social media

• Phone

• In-app messaging

This approach keeps customer interactions smooth and consistent across all channels.

2. Smarter workload management with full customer context

Modern customer care software doesn’t just manage tickets—it manages relationships. The best platforms help support teams balance workloads intelligently and give them the full context they need to provide fast, personal help.

Look for features like:

• Unified customer profiles with purchase history and conversation history

• Smart routing that matches conversations with the right support agent based on skill, workload, or customer loyalty

• Customizable views that surface relevant context at a glance

• AI-powered assistance to suggest next steps or help draft responses

3. Team collaboration

Collaboration tools in customer service software let agents work together on customer issues. Such tools can include features like internal notes, agent mentions, and real-time updates on ticket status.

4. Self-service options

Many platforms offer self-service features such as knowledge bases and AI-powered chatbots. These tools help customers find answers to common questions. This means they don't need to reach out to support. As a result, support teams have a lighter workload. However, not all self-service is created equal.

While many platforms offer basic knowledge bases or scripted bots with pre-defined workflows, the most advanced systems now deliver agentic AI–AI that can not only answer questions, but also take meaningful action on behalf of customers.

Examples of self-service capabilities include:

• Knowledge bases for simple, static answers

• Conversational AI that guides customers through pre-built workflows

• Agentic AI that goes further–assessing order systems, processing returns, applying loyalty points, or updating shipping information without human input

5. Automation

Automation features help support teams handle routine tasks more efficiently. These features can include:

• Automatic ticket routing

• Canned responses for common questions

• AI-powered suggestions for agent responses.

6. Reporting and analytics

Good reporting and analytics tools show how well the support team is doing. They help measure customer satisfaction and identify common issues. This data can help businesses identify areas for improvement and make data-driven decisions.

7. Integrations

Integrating with other business tools is key. Good software should integrate with CRM systems, ecommerce platforms, and billing software. Such integration helps provide better and more efficient support. Let's take a close look at some of the best customer service software brands available today.

Lay of the CX Landscape

You know what customer service software does and how it can help your company. Now how do you go about choosing the right software for you and your contact center?

It can be overwhelming to say the least.

There are a lot of client management software options to choose from. Each software promises to enhance customer interactions and provide fast, friendly support. While this abundance of choices can be empowering, it can feel like too much. At the end of the day, you want to be sure of which solution is the best fit for your unique needs.

Navigating this vast landscape doesn't have to be hard, though. Understand your business needs and take a strategic approach. This way, you can unlock the power of customer service software. It will help you provide great support and boost customer satisfaction.

This guide gives you the insights and tools you need to make a smart choice. We'll put vital info in your hands to harness the full potential of the right innovative solution.

Need to decide fast? Instantly compare all 15 CX software options

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Top 15 customer service platforms

15. Tidio

Tidio is a client management software for small businesses that want to turn site visitors into buyers. It has both sales and support chatbots to move beyond a contact center-only use case. Users consider this an all-in-one customer platform for messaging and ticketing.

Key features

1. Live chat: Real-time communication with customers directly on your website.

2. Chatbots: AI-powered chatbots to handle common questions and provide 24/7 support.

3. Multichannel support: Integrate with email and social media platforms for unified communication.

4. Visual editor: Easy-to-use interface for creating custom chatbot flows without coding.

5. Analytics: Track visitor behavior and chat performance.

Drawbacks

1. Limited advanced features compared to more complete helpdesk solutions.

2. May not be suitable for large enterprises with complex support needs.

Pricing

As of 2025, Tidio offers the following pricing plans:

• Free: $0/month for up to 50 billable conversations

• Starter: $24.17/month for up to 100 billable conversations

• Growth: $49.17/month for up to 2,000 billable conversations

• Plus: $749/month for up to a custom quota of billable conversations

• Premium: $2,999/month for up to a custom quota of billable conversations

AI Pricing

• Initial 50 conversations at no charge

• Additional conversations starting at 50 for $32.50/month and ending at 1,000 conversations for $583.33/month

Ideal users

Tidio works best for small to medium-sized businesses looking for an easy-to-use live chat and chatbot solution. It's popular with ecommerce businesses and startups that want to improve customer engagement on their websites.

14. ServiceNow

ServiceNow is an enterprise-level platform that offers a wide range of IT service management (ITSM) and customer service management (CSM) solutions.

Key features

1. Incident management: Track and resolve customer issues quickly.

2. Knowledge management: Create and maintain a complete knowledge base.

3. Self-service portal: Empower customers to find solutions themselves.

4. Workflow automation: Streamline support with automated workflows.

5. AI and machine learning: Use predictive AI to improve customer service tasks.

6. Integration capabilities: Connect with various third-party tools and systems.

Limitations

1. Complex setup process that may require specialized experts.

2. Higher cost compared to many other solutions, which may be a problem for smaller businesses.

3. Steep learning curve for new users.

Pricing

ServiceNow does not publicly show its pricing. ServiceNow bases cost on the specific needs of each organization and offers custom quotes.

Ideal users

ServiceNow is ideal for large companies and groups that have complex IT and customer service needs. It's great for industries like healthcare, finance, and technology. These fields need strong, scalable solutions. They also require advanced features and compliance tools.

13. Front

Front is a customer communication platform that combines email, chat, and other messaging channels into a single inbox.

Key features

1. Shared inbox: Teams can work together on customer communications in real-time.

2. Channel integration: Manage email, SMS, social media, and chat in one place.

3. Automation rules: Create custom workflows to route and prioritize messages.

4. Analytics: Gain insights into team performance and customer satisfaction.

5. CRM integration: Connect with popular CRM tools for a unified customer view.

6. Team collaboration: Internal comments, @mentions, and shared drafts.

Limitations

1. May be overkill for businesses with simple support needs.

2. Limited built-in knowledge base function.

3. Some users report a steeper learning curve compared to simpler email tools.

Pricing

As of 2025, Front offers the following pricing plans:

• Starter plan: $19/month per user (billed annually)

• Growth plan: $49/month per user (billed annually)

• Scale plan: $99/month per user (billed annually)

• Enterprise plan: Custom pricing

AI Pricing

• Smart QA: Additional $20/user/mo

• AI Answers: $0.70/resolution

Ideal users

Front works best for teams that handle high customer communications across multiple channels. It's particularly popular with industries such as tech, ecommerce, and professional services. This software helps businesses boost collaboration and efficiency in customer communication.

12. LiveAgent

LiveAgent is a complete help desk and client services software that caters to businesses of all sizes.

Key features

1. Unified inbox: Manage all customer communications in one place.

2. Live chat: Real-time customer support with advanced features like visitor monitoring.

3. Ticketing system: Efficiently organize and manage customer requests.

4. Knowledge base: Create a self-service portal for customers.

5. Social media integration: Handle support requests from different social platforms.

6. Time tracking: Monitor agent productivity and ticket resolution times.

7. Gamification: Motivate support agents with built-in gamification features.

Limitations

1. Some users report that the user interface can be overwhelming because of the number of features.

2. Limited customization options for the knowledge base compared to some competitors.

3. The learning curve can be steep for new users due to the extensive feature set.

Pricing

As of 2025, LiveAgent offers the following pricing plans:

• Small business: $19/month per user (billed annually)

• Medium business: $35/month per user (billed annually)

• Large business: $59/month per user (billed annually)

• Enterprise: $85/month per user (billed annually)

AI Pricing

• Included in each plan, but configuration and setup for AI configuration service and chatbot setup only included for Large and Enterprise packages

Ideal users

LiveAgent works for a wide range of businesses, from small startups to large enterprises. It's well-suited for companies that need a comprehensive help desk solution with advanced live chat features. Businesses in ecommerce, SaaS, and customer service industries often find LiveAgent to be a good fit for their needs.

11. Freshdesk

Freshdesk is a well-known cloud-based customer support tool. It has many features that help businesses run their customer service smoothly.

Key features

1. Multichannel support: Manage tickets from email, phone, chat, and social media.

2. Automation: Smooth out workflows with custom rules and triggers.

3. Knowledge base: Create a self-service portal for customers.

4. Team collaboration: Internal notes, ticket sharing, and collision detection.

5. Reporting and analytics: Gain insights into team performance and customer satisfaction.

6. Customization: Tailor the platform to fit your brand and workflow.

7. AI-powered assistance: Freddy AI for automated responses and ticket classification.

Limitations

1. Only higher-tier plans have some advanced features.

2. The free plan has fewer options compared to the ones in paid plans.

3. Some users report that some integrations can be difficult to set up.

Pricing

As of 2025, Freshdesk offers the following pricing plans:

• Growth: $15/month per user (billed annually)

• Pro: $49/month per user (billed annually)

• Pro + AI Copilot: $78/month per user (billed annually)

• Enterprise plan: $79/month per user (billed annually)

AI Pricing

• Freddy AI Agent only in Pro, Pro + AI Copilot, and Enterprise plans

  • First 500 sessions included and an additional $100 per 1,000 sessions

• Freddy AI Copilot included in Pro + AI Copilot plan

  • Pro and Enterprise plans can use for additional $29/user/month (billed annually)

• Freddy AI Insights included in Pro + AI Copilot plan

  • Requires Freddy AI Copilot add-on for Pro and Enterprise plans

Ideal users

Freshdesk works for businesses of all sizes, from small startups to large enterprises. Its flexible pricing and features make it appealing for growing businesses that need support. It's popular among ecommerce companies, SaaS providers, and businesses in the technology sector.

People prefer Gladly over Freshdesk.

Find out why

10. Re:amaze

Re:amaze is a customer support and engagement platform. It focuses on giving a unified inbox for multiple communication channels.

Key features

1. Omnichannel inbox: Manage email, live chat, social media, and SMS in one place.

2. Chatbots: AI-powered chatbots for automated customer support.

3. Knowledge base: Create and manage a self-service help center.

4. Team collaboration: Internal notes, mentions, and task assignments.

5. Customer profiles: Get a 360-degree view of customer interactions.

6. Reporting and analytics: Track team performance and customer satisfaction.

7. Integrations: Connect with popular ecommerce and CRM platforms.

Limitations

1. Less well-known compared to some larger software options, which may mean fewer integrations.

2. Some users report that the mobile app needs work.

3. Advanced features may need higher-tier plans, which are more expensive.

Pricing

Re:amaze offers custom pricing based on the specific needs of each business. They typically provide plans tailored to different business sizes and requirements.

Ideal users

Re:amaze works best for small to medium-sized businesses, especially those in ecommerce and online services. It's ideal for companies that need a user-friendly, all-in-one customer communication platform that scales with them. Startups and businesses with a strong focus on providing personalized customer experiences often find Re:amaze to be a good fit.

9. HubSpot Service Hub

HubSpot Service Hub is a key part of HubSpot's CRM platform. It provides customer service tools that work well with sales and marketing.

Key features

1. Ticketing system: Organize and track customer issues efficiently.

2. Knowledge base: Create a self-service library of help articles.

3. Customer feedback: Collect and analyze customer satisfaction data.

4. Reporting dashboard: Gain insights into team performance and customer trends.

5. Conversation inbox: Manage customer communications across multiple channels.

6. Automation: Create workflows to streamline repetitive tasks.

7. Customer portal: Provide a dedicated space for customers to track their support requests.

Limitations

1. Can be expensive for smaller businesses, especially when combined with other HubSpot products.

2. Only higher-tier plans contain some more advanced features.

3. May have more features than necessary for businesses with simple support needs.

Pricing

As of 2025, HubSpot Service Hub offers the following pricing plans:

• Free tools: Basic features at no cost

• Starter: $9/month per user (billed annually)

• Professional: $90/month per user (billed annually)

• Enterprise: $150/month per user (billed annually)

AI Pricing

• Small: $45/month for up to 50 customer conversations

• Medium: $270/month for up to 300 customer conversations

• Large: $900/month for up to 1,000 customer conversations

Ideal users

HubSpot Service Hub is ideal for current HubSpot users or businesses looking to use other HubSpot tools for sales and marketing. It's particularly great for mid-sized to large companies that want a fully integrated CRM solution. B2B companies, tech firms, and professional services often pick HubSpot Service Hub.

8. Genesys

Genesys is a top-tier solution for customer experience and contact centers. It provides advanced features for handling large-scale customer service tasks.

Key features

1. Omnichannel routing: Intelligently direct customer interactions across all channels.

2. Workforce engagement management: Optimize agent scheduling and performance.

3. AI and automation: Use artificial intelligence for better customer interactions.

4. Analytics and reporting: Gain deep insights into customer experience and agent performance.

5. Cloud and on-premises options: Choose the deployment model that best fits your needs.

6. Customization and integration: Tailor the platform to your specific business needs.

7. Predictive engagement: Use data-driven insights to proactively engage with customers.

Limitations

1. Can be complex to set up and may need specialized expertise.

2. Higher cost compared to many other solutions, which may be a problem for smaller businesses.

3. Complicated billing structure for AI features.

4. May offer more features than necessary for businesses with simpler support needs.

Pricing

As of 2025, Genesys offers the following pricing plans:

• Genesys Cloud CX 1: $75/month per user (billed annually)

• Genesys Cloud CX 2: $115/month per user (billed annually)

• Genesys Cloud CX 3: $155/month per user (billed annually)

• Genesys Cloud CX 4: $240/month per user (billed annually)

AI Pricing

• AI Experience tokens: 250 named / 350 concurrent tokens per org/month included for Genesys Cloud CX 1, 2, and 3, and +30 named / +39 concurrent tokens per user/month for Genesys Cloud CX 4

• Agent Copilot: Requires AI Experience tokens per use at $1.00 per token

Ideal users

Genesys works best for big companies and groups that have complex, high-volume customer service needs. It's popular in industries such as telecommunications, financial services, healthcare, and retail. Genesys also works for businesses that need more advanced features, like:

• AI-led interactions

• Sophisticated workforce management

• Total analytics capabilities.

People prefer Gladly over Genesys.

Find out why

7. Intercom

Intercom is a customer messaging platform. It combines chat, support, and engagement tools. This helps businesses improve their relationships with customers.

Key features

1. Live Chat: Real-time communication with website visitors and customers.

2. Chatbots: AI-powered bots for automated customer support and lead qualification.

3. Product Tours: Guide users through your product with interactive walkthroughs.

4. Knowledge Base: Create a self-service help center for customers.

5. Team Inbox: Collaborate on customer conversations across channels.

6. Customer Segmentation: Target specific user groups with personalized messaging.

7. Integrations: Connect with various tools in your tech stack.

Limitations

1. Can be expensive for smaller businesses, especially as the number of tracked users increases.

2. Some users report that the reporting features could be more robust.

3. The wide range of features can be overwhelming for teams with simple needs.

Pricing

As of 2025, Intercom offers the following pricing plans:

• Essential: $39/month per user

• Advanced: $99/month per user

• Expert: $139/month per user

AI Pricing

• AI Copilot included for each users for up to 10 conversations

  • Unlimited usage for $35/month per user, $29/month per user if on an annual subscription

• Fin AI Agent: An additional $0.99 per Fin resolution with 50 resolutions per month minimum

Ideal users

Intercom works for all business sizes. It's especially favored by SaaS companies, ecommerce shops, and startups. It's perfect for organizations aiming to offer proactive and personalized support. This helps engage customers throughout their entire lifecycle. Intercom is great for businesses that value a conversational approach in customer interactions. It combines support, marketing, and product education all in one platform.

6. Kustomer

Kustomer is a customer service CRM platform that aims to provide a complete view of the customer across all interactions and channels.

Key features

1. Omnichannel Support: Manage conversations across email, chat, social media, and voice.

2. Customer Timeline: View a complete history of customer interactions in one place.

3. Automation and AI: Streamline workflows and provide intelligent support suggestions.

4. Custom Objects: Create and manage unique data models specific to your business.

5. Reporting and Analytics: Gain insights into team performance and customer satisfaction.

6. Self-Service: Offer a knowledge base and community forum for customer self-help.

7. Integration Capabilities: Connect with various third-party tools and systems.

Limitations

1. Can be more expensive than some competitors, especially for smaller businesses.

2. Some users report a steeper learning curve due to the platform's extensive capabilities.

3. Certain advanced features may require higher-tier plans.

Pricing

As of 2025, Kustomer offers the following pricing plans:

• Enterprise: $89/month per user

• Ultimate: $139/month per user

AI Pricing

• AI agents for customers: $0.60 per engaged conversation

• AI agents for reps: $40/month per user

Ideal users

Kustomer is well-suited for mid-sized to large businesses that require a comprehensive customer service solution.

People prefer Gladly over Kustomer.

Find out why

5. Help Scout

Help Scout is a support platform designed to support growing businesses through email, live chat, and social media.

Key features

1. Cross-departmental collaboration: Work with other team members from different departments in one dashboard.

2. AI-generated writing: Streamline email replies and create summaries of conversations.

3. Personalization: Review previous conversations with customers for a personalized interaction.

4. Ease of Use: Users report that the software is intuitive and easy-to-manage.

5. Proactive messaging: Create messages for customers through banners, chat modals, or surveys to align with specific goals.

Limitations

1. Difficult to scale. Users report that workflow can get messy with multiple mailboxes.

2. Users indicate an unreliability with spam folder performance and saved replies.

3. Certain advanced features may require higher-tier plans.

Pricing

As of 2015, Help Scout offers four pricing packages:

• Free: Up to 50 contacts and unlimited users

• Standard: Starts with 100 contacts and unlimited users for $55/month

• Plus: Starts with 100 contacts and unlimited users for $83/month

• Pro: Starts with 1,000 contacts and unlimited users for a custom amount

AI Pricing

• Included for each package, but limited by customer contact numbers

Ideal users

Help Scout works well for small to medium-sized businesses. It offers quick software to manage support interactions. You can use it for email, live chat, self-service, or social media.

4. Salesforce Service Cloud

Salesforce’s Service Cloud is a branch of the larger Salesforce CRM software. It integrates natively with Salesforce software, allowing users to remain within that ecosystem.

Key features

1. Autonomous agent: An AI agent will work with customer across channels using conversational language.

2. Centralized data: The Salesforce ecosystem centralizes customer data, so you don’t need to dig for info.

3. Case management: The connection to Salesforce streamlines case management for faster CX resolution.

4. Scalability: Salesforce’s existing ecosystem makes scalability much easier for companies looking to grow.

Limitations

1. This software is expensive, as it requires a subscription to the larger Salesforce CRM software.

2. Steep learning curve. Setting up can take time due to its complexity. Users may need to talk with Salesforce admin teams to start, which can feel overwhelming.

3. Your team’s needs are unique, not one-size-fits-all. If you require something specific from the platform, you'll need to create custom fields as you go.

Pricing

Salesforce Service Cloud offers 5 pricing packages:

• Starter suite: $25/month per user

• Pro suite: $100/month per user

• Enterprise: $165/month per user

• Unlimited: $330/month per user

• Agentforce 1 service: $550/month per user

AI Pricing

• Agentforce for Service: Only included in the highest-tier plan, but available for purchase on Enterprise and Unlimited plans for $125-$550/month per user

• Conversations $2 per conversation or $500 per 100,000 credits

Ideal users

Salesforce works well for medium to large businesses. It’s best for teams that are tech-savvy and already use the larger Salesforce CRM ecosystem.

People prefer Gladly over Salesforce.

Find out why

3. Gorgias

Gorgias is an AI-powered help desk software built for ecommerce stores.

Key features

1. Consolidated information: For ecommerce businesses who use Shopify, Gorgias allows CX agents to resolve issues without leaving their tab.

2. Omnichannel support: Agents can contact customers through several channels, including email, live chat, social media, SMS, and voice.

3. Automation and AI: Built-in AI allows for automated routing and question answering.

4. Turnkey integrations: Gorgias can connect to hundreds of apps, making it easier to integrate into existing workflows.

5. Proactive chat capabilities: Marketing teams can use chat features to offer scalable and personalized shopping assistance.

Limitations

1. Relatively high costs. Going over ticket limits may lead to extra charges, which can add up. Some users say that initial fees are high for smaller businesses. The automation feature is also an additional cost.

2. Users report that the software can be a little buggy, such as rules not triggering correctly.

3. Customization for individual team needs is limited.

Pricing

As of 2015, Gorgias offers 4 pricing packages and two add-ons for additional features:

• Basic: $60 per month with 300 helpdesk tickets and 3 user seats

• Basic: $120 per month with 300 helpdesk tickets and 60 automated tickets and 500 user seats

• Pro: $160 per month with 300 helpdesk tickets and 90 automated tickets and 500 user seats

• Advanced: $210 per month with 300 helpdesk tickets and 150 automated tickets and 500 user seats

• Voice add-on: $2.40 per ticket for pay as you go. Bundles from 0-24 tickets to 1,000+ tickets start at $1.20 per ticket and end at $0.36 per ticket

• SMS add-on: $1.60 per ticket for pay as you go. Bundles from 0-24 tickets to 1,000+ tickets start at $0.80 per ticket and end at $0.40 per ticket

AI Pricing

• Voice Add-on: $2.40/ticket for pay-as-you-go or bundles ranging from 0-24 for $1.20/ticket to 1000+ for $0.36/ticket

• SMS Add-on: $1.60/ticket for pay-as-you-go or bundles ranging from 0-24 for $0.80/ticket to 1000+ for $0.40/ticket

Ideal users

Gorgias works well for small companies with bigger budgets. It also suits larger companies that handle fewer customer service tickets each month.

People prefer Gladly over Gorgias.

Find out why

2. Zendesk

Zendesk is an AI-powered service software designed to reach customers across all channels.

Key features

1. AI agents: Zendesk AI agents respond to customers in any channel to deliver easy customer service solutions 24/7.

2. Omnichannel customer service: AI and human agents can respond to customers on the channel of their preference.

3. Automation: Automating workflows make day-to-day CX easier for agents and users.

4. Consolidation of technology: Users like that they don’t need to sift through different platforms to get the information they need to help customers.

5. Ease of use: Once the platform is set up, users report that it is user-friendly.

Limitations

1. Time-intensive setup. Users report that getting started with Zendesk can take a long time.

2. Expensive. Users report that additional features they need cost extra.

3. Problem with bugs. Some users report issues with software bugs and outages.

4. Poor customer service. Users report that account management teams lack knowledge or don’t respond in a timely manner.

5. New features for enterprise customers only. Smaller businesses might not get the same improvements as larger companies would.

Pricing

Zendesk offers 8 pricing packages, split between Support packages and Suite packages. Zendesk Support plans focus on customer ticketing, managing requests, and having conversations in one place, while Suite plans combine multiple Zendesk products for multi-channel support, AI-powered tools, and analytics:

• Support Team: $19/month per user (billed annually)

• Support Professional: $55/month per user (billed annually)

• Support Enterprise: $115/month per user (billed annually)

• Suite Team: $55/month per user (billed annually)

• Suite Growth: $89/month per user (billed annually)

• Suite Professional: $115/month per user (billed annually)

• Suite Enterprise: $2,028/month per user (billed annually)

AI Pricing

• Essential plan included in all packages

• Advanced plan is an add-on

• Committed automated resolutions: $1.50 per resolution

• Pay-as-you-go automated resolutions: $2 per resolution

Ideal users

Zendesk is suitable for larger or enterprise businesses with more technical expertise.

People prefer Gladly over Zendesk.

Find out why

1. Gladly

Gladly is a customer experience platform powered by Customer AI that delivers radically personal and radically efficient service across every channel.

Key features

1. Customer AI: Gladly Customer AI sparks personal and efficient conversations. It understands customer history, preferences, and intent. It also understands your brand, your support policies, and your product catalog.

2. Gladly Sidekick: Sidekick is an AI agent powered by Customer AI that acts with intelligence. It resolves issues, adapts in real time, and remembers relationships—across voice, chat, email, and more.

3. Omnichannel experience: Every conversation stays in one thread. This means customers don’t repeat themselves, and context remains clear.

4. Customer at the center: Unlike traditional platforms, Gladly is centered around people, not cases. Support heroes will see the full customer picture, not a fragmented queue.

5. Ease of use: Gladly is rated #1 for usability on G2. It offers easy, no-code automation and brand-aligned controls. This helps CX teams work faster and more flexibly.

6. Scalable personalization: Brands can deliver tailored, emotionally intelligent service at scale. Gladly Customer AI drives efficiency without compromising connection.

Limitations

1. Brands coming from legacy systems may need to adjust to a customer-centered (vs. ticket-based) model.

2. Sidekick, Gladly’s AI agent, isn’t a set it and forget it approach, as it’s continually learning and recommending improvements to its configuration to increase resolution and assist rates.

Pricing

Gladly pricing is typically customized based on the brand’s size, volume, and needs. The customer experience platform is built for large companies. However, it also works well for small and mid-sized businesses and can grow with them.

Ideal users

Gladly works best for modern B2C brands. These companies value customer loyalty and operational efficiency. They don’t want to choose between personalization and cost savings.

Choosing the right customer service software in 3 steps

When buying customer service software, companies should take a smart approach. They need to balance their business goals, technical needs, and budget limits. Here’s a clear method for assessing choices and making smart decisions based on industry standards.

Step 1: Planning

Before you start looking, make a clear plan. This plan will be your roadmap to finding the perfect tool.

Know your goals

Figure out what's not working for your business right now.

• What are your biggest problems? Are you getting too many support tickets? Do customers have to wait too long for an answer? Make a list of these kinds of pain points.

• Make a features list. Create a list of "must-have" features (e.g., omnichannel support, AI chatbots, reporting) and "nice-to-have" capabilities (e.g., gamification, predictive analytics).

• Think about the future: When your company grows, will this software grow with it? Make sure the software you choose can change and adapt with your business. Also, make sure it adapts to future needs like AI-driven automation or international expansion.

Get everyone involved

Don't make this decision by yourself. Talk to your different teams, like IT, customer support, and finance. These conversations will help you balance the needs of your team with the goals of the business at large.

• Talk to cross-functional teams (IT, customer support, finance): Address priorities like security, user experience, and budget.

• Weigh overarching business goals (e.g. reducing churn) against operational needs (e.g., agent productivity)

Look at the costs

Check out more than just the price tag. Look into every nook and cranny for hidden feeds and add-ons.

• What are the upfront costs?

• Are there recurring fees?

• Is there per-agent/seat pricing?

• Are there any hidden expenses added to training, integrations, or customization?

• Are AI features extra or baked into the software?

Check for scalability

Make sure the tool can grow with your business.

• Choose cloud-based solutions that support increased users, data volume, and multi-region deployments.

• Avoid tools that lock you into rigid workflows or limited feature sets as needs evolve.

• Client management software for small businesses might not need a CX software for scaling

Need to scale a support team?

Check out our guide

Step 2: Research

Once you have a plan, it’s time to look at the software on the market. Now it’s time to compare different tools to find your perfect match.

Compare core features

Omnichannel support

Does the software have everything you need in one place? Omnichannel software platforms have a unified inbox for email, chat, social media, and voice. Make sure it also has context retention across channels.

These features mean your team can see the whole conversation, no matter what channel the customer used.

AI & automation

Does the software have smart AI? Look for software with Generative AI. The software AI should be capable of natural language and translation. It should also be capable of on-brand language and understand what your customers need.

If it can't help, it needs to be able to hand off more complicated problems to your customer service team.

Analytics & reporting

What kind of reporting tools does it come with? The best tools give you a clear picture of how your team is doing. Look for custom dashboards that show you things like how long it takes to respond to a customer and how happy they are with their service.

Self-service options

Can the software help customers help themselves? Find a tool that offers a knowledge base, a community forum, or another smart search tool that lets customers find answers on their own.

CRM integration

Make sure the software can work with the tools you already have, like Hubspot and Salesforce. Integration with your CSM software will make your life so much easier.

User experience

Before you sign up, test the software out. Many software companies offer demos. Is it easy for you and your team to use? Does it work on mobile or tablet? Is it going to need a lot of training?

We recommend choosing a platform that's user-friendly. Onboarding should be quick, and training should be minimal.

Security and compliance

Pick a software that will keep your company and customer data safe. Make sure it follows important privacy laws like GDPR or HIPAA. It should also protect data with encryption and let you control who can see what information.

Check out the company

Make sure you know the company you're working with, especially if you're going to be locked into a longer-term contract.

• Reputation: What do other people say about the software? Check out reviews and industry-expert sites, such as G2.

• Support: Does the company offer help when you need it? Do they help you set up the software? If so, does it cost extra?

• Free trials: If a free trial is available, test it out. This is the best way to see if it's a good fit for your brand.

Industry needs

Every business is different. Will the software work better for brick-and-mortar shops? Ecommerce shops? Both?

• Ecommerce and D2C: Look for order management and Shopify/Magento integrations (e.g., Gorgias). This makes checking on orders way easier.

• Enterprise companies: Prioritize ITIL compliance and service-level agreement (SLA) tracking (e.g., ServiceNow).

Step 3: Pick a software

Now that you've done your research, it's time to make a choice. Here are some things to think about before you purchase:

• Time-to-value (TTV): How fast can you start using the software? Pick a tool you can start using in days, not months. The faster you can use it, the faster you'll see some ROI.

• Integration flexibility: Make sure your APIs and prebuilt connectors for CRM, marketing, and ERP systems can be set up.

• Total cost vs. ROI: Don't just think about the price. Consider the value you'll get back, like faster resolutions, higher CSAT scores, or lower agent turnover.

• Customer feedback: Ask your team and customers how they like to communicate. Do they prefer chat? Email? Phone calls? Their feedback can help you pick the right tool.

Step 4: Buy and make it work

Once you've picked your software out, here's how to make it go smoothly:

• Test it out: Roll it out slowly. Start with a small group to find and iron out any issues.

• Keep an eye on performance: Track important KPIs, like how fast your resolutions become or how long a ticket sits in backlog.

• Get better: Use the data from the software to improve your team's workflow and make it easier for customers to help themselves.

Top risks to avoid

As with anything, there are a few pitfalls to look out for.

1. Over-customization: Avoid complex setups. Make sure the software won't hinder upgrades and can scale.

2. Poor adoption: A fancy new tool is useless if your team doesn't adopt it. Make sure your reps get good training and that the tool is easy to learn.

3. Vendor lock-in: Some tools come with complicated contracts that extend for a year or more. Pick a tool that lets you move your data easily if you need to switch.

This plan will help you pick a CX software that boosts customer happiness, streamlines your team's day-to-day, and helps your business grow. To find the right tool for you, consider these eight things:

1. Business size and industry: Some tools are better suited for small businesses. Others work better for large companies.

2. Channel preferences: Think about how your customers like to talk to you.

3. Integration requirements: Make sure the software works with your existing tech stack.

4. Scalability: Choose a tool that will grow with your business.

5. Budget: Look at the full cost, not just the starting price. Don't forget to calculate the ROI.

6. Ease of use: Pick a tool your team can learn fast.

7. Automation capabilities: Look at the AI features to see how they can help you be more efficient. Also, make sure you factor in any extra cost for AI.

8. Reporting and analytics: Track the important numbers that can help your business improve.

Need help? Check out our customer service software migration checklist.

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The future of customer service software

As we look ahead, here's what's happening next for customer service tools:

1. Smarter AI: Expect better AI that can predict what a customer needs before they even ask.

2. Super personalization: Software will use data to offer unique and tailored service for each unique customer.

3. Seamless channels: Switching from email to chat or phone calls will feel effortless.

4. Better self-service: Customers will have more options to find their own answers.

5. Voice and video: Talking with and seeing a customer service representative will be more common.

6. New technology: Look for new tech, like augmented reality (AR), virtual reality (VR), and blockchain in customer service.

Find out how AI is improving customer service today

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Conclusion

The right customer service software can boost your support quality. This leads to happier customers and greater loyalty. By weighing your needs against the features offered by different solutions, you can choose a platform that meets your preferences and positions you for future growth and success. Remember, the best customer service software is one that aligns with your business goals, integrates smoothly with your existing systems, and empowers your team to deliver incredible customer experiences.

As you look over these options, consider scheduling demos and taking advantage of free trials to find the perfect fit for your company. In the changing world of customer service, staying updated on trends and refining your support strategy is crucial. This will help you maintain your competitive edge. With the right tools and approach, you can turn your customer service into a powerful tool for your business.

Best Customer Service Software for SMBs

• Gladly

• Freshdesk

• Tidio

Best Customer Service Software for Enterprises

• Gladly

• ServiceNow

• Genesys

Best Customer Service Software AI Features

• Intercom

• Gladly

• Kustomer

Most Affordable Customer Service Software

• Help Scout

• LiveAgent

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