What is customer service software?

Customer service software is the set of tools a support team uses to help customers and resolve their questions across every channel — voice, chat, email, SMS, social, and in-app. The strongest platforms unify those channels around a single view of the customer, so each conversation continues with full context instead of starting over. It differs from a CRM, which stores customer data and the commercial relationship rather than running the conversation. For how the two work together, see customer service software vs CRM; when you're weighing options, the best customer service software centers the customer relationship, not isolated requests.