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Best Customer Service Management Software
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Data Quadrant Report
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Talk to a Software ExpertWhat is Customer Service Management Software?
Customer service management (CSM) software supports an organization's interaction with current and potential customers. It uses data driven tools designed to help organizations drive sales and deliver exceptional customer experiences.
Top Customer Service Management Software Awards
Latest Award: April 2020
See the most recent winners of our SoftwareReviews Data Quadrant Awards. View our Gold Medalists and compare top vendors using our free downloadable reports.
Latest Research
SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.
Latest Research
Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.
Compare Customer Service Management Software
Data QuadrantReport
A thorough evaluation and ranking of all software to compare software across every dimension.
Emotional FootprintReport
A detailed and unique report that captures a powerful indicator of overall user feeling toward the vendor and product.
HubSpot
HubSpot Service Hub
Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. The result? More time for proactive service that delights, retains, and grows your customer base.
8.7
Composite Score
9.0
CX Score
+92
Emotional Footprint
91%
Likeliness to Recommend
24
Reviews
ManageEngine
SupportCenter Plus
SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.
8.6
Composite Score
8.8
CX Score
+89
Emotional Footprint
89%
Likeliness to Recommend
29
Reviews
Help Scout Inc.
Help Scout
Help Scout keeps your team on the same page and your customers happy with a host of features designed for managing email at scale.
8.2
Composite Score
8.5
CX Score
+91
Emotional Footprint
80%
Likeliness to Recommend
26
Reviews
Zendesk
Zendesk Support
Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations.
7.9
Composite Score
8.3
CX Score
+86
Emotional Footprint
78%
Likeliness to Recommend
72
Reviews
Oracle
Oracle CX Service
Personalize your service engagements across any channel. Oracle CX Service delivers connected experiences to both consumers and businesses with knowledge-driven interactions and automation.
7.7
Composite Score
7.8
CX Score
+74
Emotional Footprint
82%
Likeliness to Recommend
29
Reviews
Microsoft
Microsoft Dynamics 365 for Customer Service
To accelerate your digital transformation, you need a new type of business application. One that breaks down the silos between CRM and ERP, that’s powered by data and intelligence, and helps capture new business opportunities. That’s Microsoft Dynamics 365.
7.7
Composite Score
8.0
CX Score
+82
Emotional Footprint
77%
Likeliness to Recommend
104
Reviews
Salesforce.Com Inc
Salesforce Service Cloud
Service Cloud customer service software gives you faster, smarter customer support.
7.6
Composite Score
7.9
CX Score
+79
Emotional Footprint
77%
Likeliness to Recommend
100
Reviews
Freshworks
Freshdesk
Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents.
7.3
Composite Score
7.8
CX Score
+80
Emotional Footprint
72%
Likeliness to Recommend
39
Reviews
Issuetrak Inc
Issuetrak
Issuetrak streamlines all of your customer support operations, helping you confidently manage the people and processes that ensure your customers stay satisfied.
9.1
Composite Score
9.7
CX Score
+99
Emotional Footprint
93%
Likeliness to Recommend
8
Reviews
TeamSupport LLC
TeamSupport
TeamSupport customer support software works the way your customer support team needs it to. It's easy to install, convenient to scale as your business grows, and offers the security and control required to create smooth and uninterrupted performance. From cross-department collaboration to the ability to monitor and analyze the performance of your service reps - our customer service software provides all the tools necessary to create a solution that works the way YOU do!
8.6
Composite Score
9.2
CX Score
+96
Emotional Footprint
87%
Likeliness to Recommend
11
Reviews
Kayako
Kayako
Simple customer service software that scales with your business. Kayako makes it easy to deliver an unrivalled customer support experience.
8.5
Composite Score
8.8
CX Score
+91
Emotional Footprint
86%
Likeliness to Recommend
8
Reviews
IBM
IBM Case Manager
IBM Case Manager is a platform that simplifies designing and deploying customized case management solutions that enhance your capacity to resolve complex cases by providing persistent access to information, workflow, tasks, and analytics.
8.2
Composite Score
8.5
CX Score
+86
Emotional Footprint
81%
Likeliness to Recommend
9
Reviews
Helpshift
Helpshift
The Conversational Customer Service Platform. Deliver next-generation digital experiences with personalized conversations powered by AI. Helpshift enables you to provide real-time, conversational and messaging-based experiences across the customer journey. By harnessing the power of machine learning, AI, and chatbots, Helpshift enables your team to deliver dramatically better service at scale while improving efficiency and cost.
7.5
Composite Score
7.8
CX Score
+76
Emotional Footprint
75%
Likeliness to Recommend
5
Reviews
Moxie Software Inc
Moxie Platform
Moxie enhances the customer journey on your site by leveraging the latest web technology, big data and predictive modeling to guide customers through the research, purchasing and support process. Moxie responds to customer intent and proactively engages your customers as they browse your site by – nudging them along – with relevant content and guided assistance throughout their digital journey
--
Composite Score
10.0
CX Score
+100
Emotional Footprint
100%
Likeliness to Recommend
1
Reviews
PhaseWare
PhaseWare Tracker
Issue tracking, complaint management, CRM, time tracking,SLA compliance, process management, KM, and more—Tracker is a complete customer support solution that can be tailored to your specifications.
--
Composite Score
--
CX Score
--
Emotional Footprint
--
Likeliness to Recommend
0
Reviews
TechExcel
TechExcel CustomerWise
A well managed customer help desk, field services team, and professional services program improves customer satisfaction. CustomerWise enables services teams to manage customer requests and work closely with sales and development teams to transform customer feedback into product/service improvements.
--
Composite Score
--
CX Score
+100
Emotional Footprint
100%
Likeliness to Recommend
1
Reviews
Bloomfire Inc
Bloomfire Customer Support
Bloomfire gives customer service reps, clients, and partners immediate access to the documentation & answers they need to be successful. With Bloomfire, you can reduce time to resolution, increase customer satisfaction, and make your employees more efficient.
--
Composite Score
9.6
CX Score
+100
Emotional Footprint
97%
Likeliness to Recommend
4
Reviews
Pegasystems
Pega Customer Service
New channels, devices, and products. Customers expect more – and they expect it now. With Pega, you deliver a satisfying, efficient, and accurate experience.
--
Composite Score
--
CX Score
--
Emotional Footprint
--
Likeliness to Recommend
0
Reviews
Vocalcom
Vocalcom Cloud-based Contact Center
Manage all your customer conversations in one place, no matter what the source - phone, web, email, text message, or social media, so sales and service reps can increase sales and offer fast, helpful customer service. Vocalcom cloud contact center provides agents the tools and information they need to excel by offering an intuitive interface that links customer context from different channels and pushes dynamic guidance to agents -- providing more satisfaction, better engagement and a faster resolution for your customers.
--
Composite Score
--
CX Score
--
Emotional Footprint
--
Likeliness to Recommend
0
Reviews
Agendize
Agendize Customer Engagement Platform
Drive more appointments, calls, chats and sales with our leading customer engagement platform.
--
Composite Score
10.0
CX Score
+100
Emotional Footprint
89%
Likeliness to Recommend
1
Reviews
Crow Canyon Systems
Crow Canyon Customer Support
Powerful program tracks customer support and service requests from start to finish. Drive customer satisfaction, improve service levels. Includes CRM and customer/account tracking capabilities to tie service/support with customer records. Can be linked to equipment and other databases. Many uses, with one sure to fit your needs!
--
Composite Score
7.8
CX Score
+81
Emotional Footprint
94%
Likeliness to Recommend
2
Reviews
Entry Software
TeamHeadquarters
Collaboration and communication are key factors to business success in today's dynamic work environment. TeamHeadquarters work management suite provides your organization with the benefit to manage all of your work with ease! Simply manage all support requests, projects, service requests, and operational activities with a single unified system.
--
Composite Score
--
CX Score
--
Emotional Footprint
--
Likeliness to Recommend
0
Reviews
Seneca Systems
Romulus CRM
Romulus powers communication, accountability, and better service for local governments.
--
Composite Score
--
CX Score
--
Emotional Footprint
--
Likeliness to Recommend
0
Reviews
SAP
SAP Service Cloud
SAP Hybris Service Cloud allows your organization can give its customers the right service on the right channel, delivering an excellent customer service experience at every point in their journey.
--
Composite Score
--
CX Score
+96
Emotional Footprint
100%
Likeliness to Recommend
1
Reviews
ServiceNow
ServiceNow Customer Service Management
Great service isn't just the responsibility of the customer service department. Connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction using Customer Service Management.
--
Composite Score
--
CX Score
--
Emotional Footprint
--
Likeliness to Recommend
0
Reviews
All Research
Latest Research
SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.
Latest Research
Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.
Latest Research
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