Best Software for Customer Service Teams | 2017

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Customer service teams are the face of any company. As a customer service representative, you are ultimately responsible for fostering relationships with your customers that lead to repeat sales or renewals. The importance of delivering consistent customer experiences, managing customer expectations and being readily available to take in feedback is paramount. Software products geared toward customer service teams help provide channels for customers to contact your company, track interactions and schedule followups and ensure appropriate escalation of customer problems.

The software categories that are most important for small-business customer service teams are: Help Desk, Live Chat and Customer Success.

The software categories that are most important for mid-market and enterprise customer service teams are: Contact Center Infrastructure, Help Desk, Live Chat and Customer Success.

For Small-Business Customer Service Teams

Another software category relevant to small-business customer service representatives is Customer Success. For the purposes of this list, there is not enough data to determine the best software product from this category for small-business customer service teams.

Help Desk
LiveChat

Premium live chat and help desk software for business websites. E-commerce and customer service software with built-in ticketing system.

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Live Chat
Pure Chat

Pure Chat is website chat, simplified. To sign up free, visit the site or download our WP plugin.

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For Mid-Market Customer Service Teams

In situations where products received the same score, more than one product will be featured to reflect all products with the highest calculated score.

Contact Center Infrastructure
Talkdesk

World’s leading browser-based call center software

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Help Desk
LiveAgent

LiveAgent is a multi-channel, interactive and easy-to-use customer service software.

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TeamSupport

A powerful customer support suite with a focus on collaboration.

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Live Chat
LiveAgent

LiveAgent is a multi-channel, interactive and easy-to-use customer service software.

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Olark

Olark – Talk with your customers now with beautiful, easy to install live chat software.

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Customer Success
Gainsight

A complete customer success platform

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MindTouch

MindTouch is dedicated to product help software. MindTouch offers an online help system that includes a knowledge base.

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For Enterprise Customer Service Teams

Another software category relevant to enterprise customer service representatives is Customer Success. For the purposes of this list, there is not enough data to determine the best software product from this category for enterprise customer service teams.

Contact Center Infrastructure
Genesys

Genesys powers the world’s best customer experiences in more industries and countries over any channel, both in the cloud and on premise.

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Help Desk
Zendesk

Give customer support by email, social media, voice, and mobile phone with complete data reporting, TRUSTe certification, and 90+ integrations.

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Live Chat
Pure Chat

Pure Chat is website chat, simplified. To sign up free, visit the site or download our WP plugin.

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Scoring Methodology

G2 Crowd rates products and vendors based on reviews gathered from our user community. For the purposes of this list, we applied a unique algorithm to this data to calculate which software products may be useful for software users in a number of professions.

Products included in the ‘Best Software for Customer Service Teams | 2017’ list are based off of scores calculated using the G2 Crowd ‘Best Software | 2017’ algorithm v1.0 BETA from data collected from January 1, 2016 through December 31, 2016. The algorithm factors in three satisfaction metrics: ease of use, quality of support and meets requirements.

Inclusion Criteria

Products included in the ‘Best Software for Customer Service Teams | 2017’ list have received a minimum of 10 reviews and five responses for each of three satisfaction-related questions (ease of use, quality of support and meets requirements) featured in our survey between January 1, 2016 and December 31, 2016. Only products in the Help Desk, Live Chat and Customer Success categories were eligible for inclusion in the small-business segment of this list. Only products in the Contact Center Infrastructure, Help Desk, Live Chat and Customer Success categories were eligible for inclusion in the mid-market and enterprise segments of this list.