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Best Customer Service Management Software

Compare and evaluate Customer Service Management Software vendors using the most in-depth and unbiased analyst reports available. Download free comprehensive 40+ page reports to select the best Customer Service Management Software software for your organization.

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Data Quadrant Report

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Emotional Footprint Report

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What 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

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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

17
Jan

Author: Ben Dickie (Info-Tech)

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

7
Jan

Author: Mahmoud Ramin (Info-Tech)

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

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Data QuadrantReport

A thorough evaluation and ranking of all software to compare software across every dimension.

Data Quadrant Report report

Emotional FootprintReport

A detailed and unique report that captures a powerful indicator of overall user feeling toward the vendor and product.

Emotional Footprint Report report

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

Badge Winner

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

Badge Winner

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

Badge Winner

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

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All Research

Latest Research

17
Jan

Author: Ben Dickie (Info-Tech)

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

7
Jan

Author: Mahmoud Ramin (Info-Tech)

Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.

Latest Research

27
Nov

Author: Mahmoud Ramin (Info-Tech)

Krow, a customer-centric professional services automation (PSA) solution, announced new features in its fall 2019 release, improving its customer experience and extending service delivery.

Latest Research

26
Apr

Author: George Goodall (Info-Tech)

Contract negotiation with major vendors is always painful. Take a strategic approach to negotiating with Oracle on database and application licensing.

Latest Research

1
Apr

Author: Darryl Levesque (Info-Tech)

Stop thinking about backup and start thinking about data protection. Newer technologies are making it redundant.