Customer Service - Midmarket (CSM) Software

Customer Service - Midmarket

What is Customer Service - Midmarket 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.

Common Features

  • Analytics and Reporting
  • Customer Self Service Capabilities
  • Customer Service Knowledge Management
  • Multi Channel Support
  • Customer Service Workflow Management
  • Contact Center Integration
  • Intelligent Search
  • Customer Community Management
  • Mobile Customer Care
  • Agent Collaboration
  • Agent Scripting

Top Customer Service - Midmarket (CSM) Software

2024 Data Quadrant Awards

2023 Emotional Footprint Awards

At SoftwareReviews, we take pride in recognizing excellence. Each year, we present the Data Quadrant Awards to top-performing software products based solely on authentic user reviews, without any paid placements or analyst opinions. These awards highlight software products that excel in terms of features, vendor capabilities, and customer relationships, earning them the highest overall rankings.

At SoftwareReviews, we take pride in recognizing excellence. Each year, we present the Emotional Footprint Awards to top-performing software products based solely on authentic user reviews, without any paid placements or analyst opinions. These awards shine a spotlight on software vendors who excel in crafting and nurturing strong customer relationships.

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Products: 9
Next Award: Jun 2025

Top Customer Service - Midmarket Software 2024

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Composite Score
8.8 /10
CX Score
9.2 /10

Use the power of customer context to improve agent productivity, promote self-service, manage cross-functional service processes, and increase customer happiness.

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Pros

  • Reliable
  • Trustworthy
  • Client Friendly Policies
  • Fair
Badge Winner
Badge Winner
Composite Score
8.7 /10
CX Score
8.6 /10

Manage all emails from customers in one app. Save time on customer support.

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Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Efficient Service
Badge Winner
Badge Winner
Composite Score
8.4 /10
CX Score
8.8 /10

Front is a hub for all things customer communication. Front combines the simplicity of email with the intelligence of a CRM, so you can provide tailor-made service at scale. Front is a hub for customer communication that allows companies to offer tailor-made service at scale. Front looks and feels like your email inbox with a few very important differences: teammates collaborate in the same place where external messages are sent and received, and behind the scenes, robust workflows and integrations power the efficiency and insights typically found in a CRM.

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Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Enables Productivity
Badge Winner
Badge Winner
Issuetrak

Issuetrak

Composite Score
7.9 /10
CX Score
8.3 /10

Issuetrak streamlines all of your customer support operations, helping you confidently manage the people and processes that ensure your customers stay satisfied.

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Pros

  • Reliable
  • Trustworthy
  • Saves Time
  • Helps Innovate
Badge Winner
Badge Winner
Help Scout Inc.

Help Scout

Composite Score
7.6 /10
CX Score
7.6 /10

Help Scout is designed with your customers in mind. Provide email and live chat with a personal touch, and deliver help content right where your customers need it, all in one place, all for one low price. The customer experience is simple and training staff is painless, but Help Scout still has all the powerful features you need to provide great support at scale. With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customers.

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Pros

  • Enables Productivity
  • Respectful
  • Efficient Service
  • Caring
Kustomer

Kustomer

Composite Score
7.5 /10
CX Score
7.9 /10

Kustomer is the customer service CRM platform helping contact centers and businesses reimagine service and support in today’s customer-first world. Kustomer enables personalized, efficient and effortless customer and agent experiences by delivering unprecedented views of a customer's history, facilitating continuous omnichannel conversations and using intelligence to automate repetitive tasks and surface knowledge.

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Pros

  • Performance Enhancing
  • Trustworthy
  • Respectful
  • Fair
HappyFox

HappyFox

Composite Score
7.3 /10
CX Score
6.9 /10

Meet HappyFox, a practical help desk and customer support software solution. Reduce chaos and bring order to your support process with a robust support ticket system, self-service knowledge base and community forums. Bring email, web, chat and phone requests together painlessly.

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Pros

  • Reliable
  • Helps Innovate
  • Continually Improving Product
  • Enables Productivity

Cons

  • Less Effective Service
  • Less Transparent
  • Less Generous
Composite Score
7.3 /10
CX Score
7.3 /10

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.

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Pros

  • Enables Productivity
  • Efficient Service
  • Respectful
  • Saves Time
Kayako

Kayako

Composite Score
6.5 /10
CX Score
6.3 /10

Kayako’s helpdesk software comes with powerful out-of-the-box functionality that makes it easy for customer service teams to begin managing requests and conversations that come through any channel. Support customers better, and stay personal as you grow.

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Pros

  • Reliable
  • Enables Productivity
  • Helps Innovate
  • Performance Enhancing

Cons

  • Commodity Features
  • Less Effective Service

Products below are ineligible for awards due to insufficient recent reviews

Composite Score
8.5 /10
CX Score
8.5 /10

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.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing