Best Customer Service Software in 2025

Ramya Balakrishnan
-
Updated on : January 26, 2025 December 27, 2024

In today’s fast-paced world, customer expectations are higher than ever. Businesses are under constant pressure to stay connected with their customers across multiple platforms, such as email, live chat, support portals, web forms, and web widgets. Meeting these growing expectations is key to ensuring customer satisfaction and loyalty.

Studies show that 70% of consumers are more likely to recommend a business that responds quickly to their queries. So, how well are you meeting your customers’ needs? Do you have the right software to ensure smooth, efficient communication?

Providing exceptional customer service starts with equipping your support team with the right set of software. From ticketing systems and AI solutions to self-service options, analytics, and reporting dashboards, these software can transform your customer support experience. However, with so many options available, choosing the right ones can be overwhelming.

In this blog, we’ve compiled a list of the best customer service software to help you better understand what’s available and select the perfect solution for your business needs.

What is a customer service software?

A customer service software is an application that helps businesses manage and streamline communication with their customers. These software centralize all customer interactions, making it easier for support agents to track, manage, and resolve support tickets efficiently.

Customer service software come with a wide range of features, such as automation, integrations with other business tools, workflow management, analytics, and reporting. The primary goal of these software is to enhance the customer experience, boost agent productivity, and simplify support operations. By using the right software, businesses can provide quick, effective resolutions, thereby improving customer satisfaction and loyalty.

Benefits of using customer service software

Customer service software offer immense benefits to businesses of all sizes. Here are some key advantages:

1. Increases customer loyalty

When agents are equipped with the right software, they can handle large volumes of support tickets effectively and resolve issues quickly. Providing consistent, high-quality customer service makes customers feel valued, increasing their trust and loyalty toward your business. Happy customers are more likely to stick with your brand over time.

2. Motivates support agents to perform better

The right customer service software make agents’ jobs easier by simplifying workflows, automating repetitive tasks, and enabling better collaboration. When agents feel supported, they are motivated to work efficiently and resolve customer issues promptly. Improved agent productivity saves businesses time and money while ensuring high-quality support without needing to hire additional staff.

3. Empowers customers through self-service options

Research shows that 67% of customers prefer self-service options over contacting a support agent. Customer service software enable businesses to create self-service options like a knowledge base, FAQs, and help portals. These software allow customers to find solutions to common problems on their own, reducing dependency on support agents and enhancing customer satisfaction.

Recommended Reading: 8 Best Customer Self-Service Portals

4. Helps businesses scale effectively

As your business grows, managing a high volume of customer queries can become overwhelming. Customer service software like helpdesk software allows you to organize, prioritize, and track support tickets seamlessly. By moving beyond basic email support and using scalable tools, businesses can handle growth effectively without compromising on the quality of support.

Types of customer service software

There are different types of customer service software, each designed to address specific needs. From helping agents provide support to delivering valuable insights to managers, these tools can significantly improve the customer experience.

10 essential customer service software for 2025

Software category

Description

Example tools

Helpdesk Ticketing Software

Centralizes support requests and manages ticket prioritization and resolution.

Desk365, Zendesk, Zoho Desk

AI

Automates tasks like FAQs, ticket routing, and chatbots.

Drift, Tidio, HelpCrunch

Knowledge Base & Self-Service

Provides FAQs, articles, and guides for customer self-service.

Document360, Guru, Notion

Live Chat

Enables real-time communication with customers for quick resolutions.

LiveChat, Olark, Intercom

Email Management

Organizes and automates email support processes.

Desk365, Help Scout, Zoho Desk, HappyFox

CRM

Manages customer interactions and provides personalized support insights.

Bitrix24, Zoho CRM, HubSpot CRM

Workforce Management

Optimizes agent schedules and productivity through task planning.

Desk365, HappyFox

Customer Feedback

Collects and analyzes customer feedback via surveys.

Sprout Social, Bitrix24

Social Media Tools

Monitors and manages brand interactions on social platforms.

Sprout Social, Drift

Reporting Dashboards

Tracks metrics like response times and satisfaction.

Desk365, Zendesk, Freshdesk

20 best customer service software

1. Desk365

Desk365 is a powerful, cloud-based helpdesk ticketing software designed to simplify and enhance your customer support operations. With its robust feature set, user-friendly interface, and cost-effective pricing, Desk365 stands out as the ideal choice for small and mid-sized businesses seeking a reliable support solution.

Key features that make Desk365 stand out

Unified inbox for omnichannel support – Desk365 brings all customer queries from email, support portals, web forms, and web widgets into one unified inbox. This ensures your support team can manage and respond to inquiries seamlessly, without the hassle of switching between platforms.
SLA management – Desk365 includes comprehensive Service Level Agreement (SLA) management features to help you track and maintain timely responses. You can define response and resolution time goals to meet customer expectations effectively.
Automation workflows – Save time and increase efficiency with automation workflows that handle repetitive tasks. From ticket categorization to status updates and escalations, Desk365 ensures that your support process is smooth and efficient.
Microsoft Teams integration – One of Desk365’s standout features is its seamless integration with Microsoft Teams. For businesses that rely on Teams for internal communication, this integration allows agents to handle tickets directly within Teams, streamlining support operations.
Knowledge base – Empower your customers to find answers independently with a well-structured knowledge base. Desk365’s knowledge base tool lets you create and manage articles easily, improving customer satisfaction while reducing ticket volume.
Customizable support portal – Desk365 offers a fully customizable support portal that aligns with your brand. Customers can raise tickets and track their progress, enhancing the overall support experience.
Analytics and reporting – Gain actionable insights into your support operations with advanced analytics and reporting features. Desk365 provides metrics such as ticket resolution times, agent performance, and customer satisfaction to help you improve continuously.
Multi-language support – Reach a global customer base with Desk365’s multi-language capabilities, ensuring seamless communication with customers in their preferred languages.

Why Desk365 is loved by customers?

Customers frequently praise Desk365 for offering all its robust features at a fraction of the price of competitors like Zendesk and Freshdesk. Its intuitive interface makes it accessible to businesses that are new to helpdesk software, ensuring a smooth learning curve.

Businesses that use Teams find immense value in the seamless integration, which enables them to manage tickets and collaborate internally without switching platforms. Desk365’s automation workflows significantly reduce manual work, allowing teams to focus on solving complex customer issues.

Reviews on platforms like Capterra and G2 often highlight its user-friendly design and cost-effectiveness compared to larger players in the market.

Detailed pricing structure

Desk365 offers Pro Plans with flexible features to meet your needs, all at an affordable price starting at $12 per agent per month. Desk365’s pricing is transparent, ensuring that businesses of all sizes can access the complete range of features without additional costs.

New users can explore all features with a 21-day free trial, giving businesses ample time to evaluate the platform and understand its benefits before committing.

Omni-Channel

Process Automation

Automation Rules
Custom Response Templates
Canned Responses
Tasks/To-do Lists
Time Tracking
SLA Management & Business Hours
SLA Reminders & Escalations
Multiple SLAs
SLAs in Automations

Ticket Management

Custom Ticket Views
Customer Management
Responsive Mobile Web Apps
Multiple Emails
Multiple Groups/Departments
Draft with AI
Collision Detection
Closure Rules
Knowledge Base

Data & Analytics

Customization

Integrations

Support

Switch to a better Ticketing System now!

2. Zendesk

Zendesk is a leading customer service platform trusted by businesses worldwide for its robust feature set, scalability, and reliability. Designed to streamline customer interactions across multiple channels, Zendesk enables enterprises to provide exceptional support while maintaining operational efficiency. With advanced tools for automation, analytics, and workflow customization, Zendesk is a powerful solution for large-scale customer support operations. However, its complexity and higher price point can be challenging for smaller businesses.

Key features of Zendesk

Omnichannel support – Zendesk connects all communication channels such as email, chat, phone, and social media into a single platform. This ensures consistent and seamless customer experiences across every touchpoint.
Customizable workflows – It offers highly flexible workflows that can be tailored to fit the unique needs of any business. This includes advanced ticket routing, triggers, and macros to optimize agent productivity.
Automation and AI – Zendesk’s automation features help businesses handle repetitive tasks like ticket categorization and follow-ups. AI-powered chatbots provide instant responses to customer queries, reducing wait times and improving first-contact resolution rates.
Advanced analytics and reporting – Gain in-depth insights into customer interactions and team performance with Zendesk’s comprehensive analytics suite. It includes customizable dashboards, detailed reports, and real-time tracking to help businesses identify areas for improvement.
Knowledge management – Knowledge base tools allow businesses to create self-service resources, enabling customers to find answers independently. This feature helps reduce ticket volume and empowers users.
Scalability – Zendesk is designed to grow with your business. It can handle high ticket volumes, integrate with a vast array of third-party tools, and support large teams across multiple locations.
Integration ecosystem – It integrates seamlessly with over 1,000 apps and platforms, including CRM systems, e-commerce platforms, and productivity tools, ensuring a connected and efficient workflow.
Mobile support – Zendesk offers mobile apps for agents, enabling them to manage tickets and provide support on the go.

Pros & cons of Zendesk

Pros

Zendesk offers an unparalleled range of tools, making it a one-stop solution for enterprises.
Ideal for large organizations with high ticket volumes and complex workflows.
Highly adaptable to meet the specific needs of different industries and business sizes.
The reporting tools provide actionable insights to improve support strategies.
Supports multiple languages and regions, making it suitable for international businesses.

Cons

The extensive feature set can be overwhelming for smaller teams or businesses new to helpdesk software.
Zendesk’s pricing is significantly higher than many of its competitors, which can be a barrier for small and mid-sized businesses.
Some users find the platform overly complicated for basic customer support needs.

What customers say?

Zendesk is highly rated on review platforms like G2 and Capterra for its advanced capabilities and enterprise-grade solutions. Customers often praise its omnichannel support, customizable workflows, and reliable automation tools. However, reviews frequently highlight challenges related to its cost and complexity, particularly for smaller organizations or those with limited technical expertise.

Is it worth the cost?

Zendesk offers multiple pricing tiers, tailored to businesses of varying sizes and needs. However, for smaller businesses or teams on a tight budget, the cost and complexity may outweigh the benefits.

Recommended Reading: Zendesk Pricing 2025: The Complete Guide

3. Zoho Desk

Zoho Desk provides a feature-rich helpdesk system at an affordable price, making it a popular choice for small and medium-sized businesses. With AI-powered tools like Zia, ticket tracking, and seamless integration with Zoho CRM, it offers end-to-end support solutions. Customers appreciate its ease of use, especially when managing large volumes of tickets across multiple channels.

Key features of Zoho Desk

AI-powered assistance with Zia – Zia, Zoho’s AI assistant, provides intelligent suggestions, sentiment analysis, and automated workflows to enhance support efficiency. It also helps agents identify critical tickets and prioritize effectively.
Omnichannel support – Zoho Desk allows businesses to manage customer interactions across email, chat, social media, and voice from a single platform, ensuring a unified experience.
Integration with Zoho CRM – Seamlessly integrates with Zoho CRM, providing agents with context about customer histories and interactions, enabling personalized responses.
Customizable dashboards and reporting – Zoho Desk offers robust reporting tools, including pre-built templates and custom dashboards. These provide actionable insights into team performance and customer satisfaction.
Self-service portals – Build branded help centers where customers can find answers through FAQs, knowledge bases, and community forums.
Workflow automation – Streamline ticket assignment, escalate critical issues, and automate repetitive tasks using Zoho Desk’s rule-based workflows.
Multi-department support – Create separate departments with customized SLAs and workflows, making it suitable for businesses with diverse operational needs.
Mobile apps for on-the-go support – Agents can resolve tickets, access customer information, and stay updated using Zoho Desk’s mobile applications.

Pros & cons of Zoho Desk

Pros

Offers a clean, intuitive interface that makes it easy for teams to adopt.
Perfect for businesses already using Zoho tools.
Highly flexible workflows, portals, and templates adapt to business needs.
Zia boosts efficiency by automating repetitive tasks and offering intelligent suggestions.
Customers report fast responses and helpful resolutions from the Zoho Desk team.

Cons

While simple, new users may need time to explore advanced features fully.
Although part of the Zoho ecosystem, integrations with external platforms can be less extensive than competitors.
Some reporting features are only available in premium tiers.

What customers say?

Zoho Desk receives high praise on platforms like G2 and Capterra for its ease of use, and robust feature set. Many users appreciate its seamless integration with Zoho CRM and the efficiency of Zia, the AI assistant. However, smaller teams note that initial setup can take time, especially for businesses new to helpdesk software.

Is it worth the cost?

Zoho Desk is an excellent option for small and mid-sized businesses looking for a budget-friendly yet powerful helpdesk solution. Its seamless integration with Zoho CRM and intuitive design make it particularly appealing for teams already using the Zoho suite. However, businesses requiring extensive third-party integrations or more advanced analytics may need to explore higher plans or alternative solutions.

Recommended Reading: Zoho Desk Pricing 2025: The Complete Guide

4. Freshdesk

Freshdesk, a product by Freshworks, is known for its intuitive interface and gamification features, which motivate agents to improve performance. It offers a range of plans suitable for businesses of all sizes, with basic ticketing, collaboration tools, and reporting dashboards. While it delivers excellent value for money, businesses looking for advanced features may need to invest in higher-tier plans.

Key features of Freshdesk

Omnichannel support – Manage customer interactions across email, phone, chat, social media, and messaging apps like WhatsApp. This ensures seamless customer engagement through multiple touchpoints.
Team collaboration with shared inbox – Freshdesk includes collaboration tools like shared inboxes, collision detection, and internal notes, enabling teams to work together efficiently without duplicating efforts.
Gamification with Freshdesk arcade – Transform support into an engaging activity with gamified leaderboards, badges, and rewards. This feature motivates agents to improve performance while maintaining a healthy competitive spirit.
Automation – Automate repetitive tasks like ticket categorization, priority assignment, and follow-ups using rule-based workflows and AI-powered suggestions.
AI-powered support with Freddy – Freddy, Freshdesk’s AI assistant, provides instant responses to customer queries, predictive insights, and suggested solutions, enhancing the speed and accuracy of resolutions.
Knowledge base management – Build a comprehensive self-service portal where customers can find answers to common questions, reducing ticket volume and improving resolution times.
Customizable dashboards and reporting – Access real-time analytics and customizable dashboards to track performance metrics, identify trends, and optimize support operations.
Integration ecosystem – Freshdesk integrates with over 1,000 apps, including CRMs like Salesforce, collaboration tools like Slack, and e-commerce platforms like Shopify.
Mobile apps for agents – Agents can resolve tickets and stay connected on the go using Freshdesk’s mobile apps.

Pros & cons of Freshdesk

Pros

Freshdesk’s intuitive interface ensures a smooth onboarding process for teams.
Unique features like Arcade motivate agents to perform better.
Provides unified communication across channels.
Offers customizable workflows easily adaptable to specific business needs.
Freddy AI enhances productivity with intelligent suggestions and automation.

Cons

Some critical functionalities, like advanced analytics and AI tools, are locked behind higher-tier plans.
Businesses with highly complex workflows may find it less flexible than other enterprise-grade solutions.
Some users report difficulty customizing workflows for niche requirements.

What customers say?

Customers appreciate its omnichannel support and Freddy AI for reducing ticket resolution times. However, reviews also mention that the platform may not scale as effectively for larger enterprises with more complex needs.

Is it worth the cost?

Freshdesk offers tiered pricing plans suitable for businesses of various sizes. Though it is considered a good choice for businesses seeking an easy-to-use, cost-effective helpdesk solution. Its intuitive design, gamification features, and AI capabilities make it suitable for small to mid-sized teams. While enterprises can also benefit from its advanced tools, businesses with highly complex workflows may need to evaluate whether its higher-tier plans meet their requirements.

Recommended Reading: Freshdesk Pricing 2025: The Complete Guide

5. HappyFox

HappyFox is a comprehensive helpdesk solution designed to cater to IT and customer support needs. It offers advanced ticketing, automation, and asset management capabilities. It is especially popular with IT teams, as it supports incident management, SLA monitoring, and task assignments. HappyFox’s analytics and reporting features allow businesses to track performance metrics in detail. Customers highlight its ability to handle complex workflows but mention that the setup process can be time-consuming.

Key features of HappyFox

Advanced ticket management – Centralize and manage tickets from multiple channels, including email, chat, phone, and social media, ensuring a seamless support experience.
Workflow automation – Automate repetitive tasks like ticket categorization, escalation, and notifications to improve team productivity.
SLA monitoring and compliance – Define and track SLA metrics to ensure timely responses and resolutions, keeping customer satisfaction high.
Incident and asset management – Ideal for IT teams, HappyFox allows businesses to track incidents, manage hardware and software assets, and resolve issues efficiently.
Customizable dashboards and reports – Generate detailed reports and visual dashboards to gain actionable insights into team performance and customer interactions.
Knowledge base and self-service portal – Build a centralized knowledge base for customers to access self-service resources, reducing ticket volume.
Multilingual support – Support customers globally with multilingual ticketing and self-service options.
Integration with third-party tools – Integrates with popular software like Slack, Salesforce, Jira, and Microsoft Teams, ensuring seamless collaboration and data sharing.
Omnichannel communication – Consolidate customer interactions from all channels into a single platform for a consistent support experience.
Mobile apps – Provide on-the-go support with mobile apps for agents and managers.

Pros & cons of HappyFox

Pros

Excellent for incident and asset management.
Ensures compliance and improved customer satisfaction.
Offers detailed insights for performance optimization.
Simplifies support operations even for complex workflows.

Cons

Initial configuration and customization can be time-consuming.
Advanced functionalities may be expensive for small businesses.
Unlike some competitors, HappyFox doesn’t offer a free tier for entry-level users.

What customers say?

Customer praise the platform for its ability to handle complex workflows, making it particularly popular among IT teams. They value its robust ticketing and automation tools but complain about the web-based nature of the app, and its higher price is also noted as a drawback for smaller businesses.

The web-based nature of the app. Not a seamless user experience from the standpoint of the customer, coming from a GSuite Help Desk.

Is it worth the cost?

HappyFox is an excellent choice for IT teams and businesses that require advanced ticketing, SLA monitoring, and workflow automation. Its detailed reporting tools and customizable workflows make it ideal for industries with specific compliance and operational requirements. However, small businesses with limited budgets may need to evaluate whether the investment aligns with their needs.

Recommended Reading: HappyFox Alternatives

6. Spiceworks

Spiceworks is a free helpdesk tool primarily used by IT teams for managing support tickets and network assets. It provides essential features like ticket tracking, automated responses, and reporting without a subscription fee, making it a budget-friendly choice for small businesses. Spiceworks also includes a network management tool, allowing IT teams to monitor devices and troubleshoot issues from the same platform. While users appreciate its cost-effectiveness, some feel that the tool lacks advanced features available in paid solutions.

Key features of Spiceworks

Ticket management – Easily track and manage tickets from submission to resolution with an intuitive interface.
Automation tools – Automate repetitive tasks, such as ticket assignment and status updates, to improve efficiency.
Asset management – Keep track of IT assets, including hardware and software, to maintain organized inventory records.
Knowledge base – Create a self-service portal with FAQs and troubleshooting guides to reduce ticket volumes.
Customizable dashboards – Gain insights into ticket trends and team performance with customizable reporting dashboards.
Integration with IT tools – Connect with popular IT tools, including antivirus software, network scanners, and inventory systems, for a cohesive workflow.
Mobile app – Manage tickets and monitor networks on the go with a mobile app designed for IT teams.
Community support – Access a vast community of IT professionals for advice, troubleshooting, and sharing best practices.

Pros & cons of Spiceworks

Pros

Free platform ideal for small businesses and IT teams with limited budgets.
A unique feature among helpdesk tools, providing added value for IT professionals.
User-friendly interface that simplifies ticket tracking and IT asset management.

Cons

Lacks the sophisticated automation and analytics offered by premium tools.
The free version includes ads, which can be distracting for some users.
May not meet the needs of large teams or enterprises with high ticket volumes.

What customers say?

Spiceworks is highly rated by IT teams for its cost-effectiveness and network monitoring capabilities, with users praising its free model and community-driven support, though its limitations in system integration and report customization are frequently noted. However, long-time users report frustration with bugs, such as lost replies and unreliable email ticket creation, leading some to eventually switch to paid alternatives.

Source: Reddit

Is it worth the cost?

Spiceworks stands out by offering its core helpdesk and IT tools at no cost. The free plan includes ticket tracking, network monitoring, and asset management, supported by ads.

Recommended Reading: Spiceworks Alternatives

7. Help Scout

Help Scout is a lightweight helpdesk platform designed for small to mid-sized teams. It focuses on email-based ticketing, providing a simple and intuitive interface for managing customer queries. Help Scout makes it easy for teams to manage customer queries while delivering a personalized customer support. Features like shared inboxes, tagging, and collision detection help teams collaborate effectively. Help Scout also offers a knowledge base feature and integrates with CRM tools, providing a complete support solution. Customers value its clean design and affordability but note that it lacks some advanced automation features offered by competitors.

Key features of Help Scout

Shared inbox – Manage email and chat conversations in a single dashboard, with tools for assigning, tagging, and organizing conversations.
Collision detection – Prevent duplicate responses by notifying agents when someone else is viewing or replying to a ticket.
Knowledge base – Create branded self-service portals to empower customers to resolve issues independently, reducing ticket volume.
Workflow automation – Automate repetitive tasks, such as ticket assignments and follow-ups, to enhance agent productivity.
Reporting and analytics – Monitor team performance and track key metrics like response time, ticket resolution time, and customer satisfaction scores.
Integration – Integrates with popular tools like Slack, HubSpot, Jira, etc to streamline workflows.
Mobile apps – Support customers on the go with fully functional mobile apps for iOS and Android.

Pros & cons of Help Scout

Pros

Its intuitive design makes it easy for teams to adopt and manage.
Shared inboxes and collision detection improve teamwork and efficiency.
Its intuitive knowledge base helps reduce ticket loads while enhancing the customer experience.
Tailored automation ensures smooth operations for various business needs.

Cons

Lacks the robust automation and AI tools offered by its competitors.
Analytics capabilities are not as extensive as those found in enterprise-grade platforms.
While Help Scout integrates with third-party chat solutions, it lacks native chatbot functionality.

Recommended Reading: Help Scout Alternatives

What customers say?

On platforms like G2 and Capterra, users consistently highlight Help Scout’s simplicity, collaboration tools, and ease of customization. Small businesses appreciate its clean interface and ease of use. However, users suggest improvements such as more messaging features, like targeting specific users and more granular control over in-app messages, the ability to run surveys, better mobile app functionality, an overhaul of documentation, and support for assigning multiple people to a ticket.

I’d like more messaging features like ability to target specific users and more granular control on in app messages. Would love ability to run surveys and get feedback in app but also in knowledge base articles.

Is it worth the cost?

Help Scout is perfect for small to mid-sized teams seeking a simple, effective helpdesk solution without unnecessary complexity. It makes it an excellent choice for businesses prioritizing efficiency and ease of use. However, the pricing structure can be a problem for startups or small firms with tight funds.

8. Confluence

Confluence is a powerful collaboration and knowledge management platform. It is ideal for businesses that already use Atlassian’s ecosystem, particularly Jira. It allows IT and tech teams to collaborate on documents seamlessly while maintaining strict compliance through document locking. Confluence makes organising, sharing and editing documents easy, offering a centralized space for project documentation, internal wikis, and knowledge bases.

Key features of Confluence

Document collaboration – Create, edit, and share documents in real-time. Its inline comments and feedback tools enable seamless collaboration across teams.
Knowledge base management – Develop a centralized repository for FAQs, troubleshooting guides, and user manuals, making information easily accessible.
Templates – Offers a wide range of templates for project documentation, meeting notes, product requirements, and more, saving time and ensuring consistency.
Integration with Jira – Deeply integrates with Jira to link project updates, tickets, and workflows directly within Confluence pages, providing a comprehensive view of progress.
Version control – Tracks changes to documents, allowing teams to review previous versions and maintain a history of edits.
Advanced permissions – Set granular access controls to manage who can view, edit, or comment on documents, ensuring compliance and data security.
Search and organization – Powerful search tools and organizational features like labels, spaces, and categories make it easy to find information quickly.
Mobile accessibility – Confluence’s mobile app enables teams to access and contribute to content on the go.

Pros & cons of Confluence

Pros

Perfect for teams already using Jira, Bitbucket, or Trello.
Its customizable templates help maintain consistency across projects while reducing setup time.
Inline comments and mentions foster real-time team collaboration.
Suitable for businesses of all sizes, from startups to large enterprises.
Ensures secure access to sensitive documentation.

Cons

Non-technical users may find it challenging to navigate initially.
The interface can feel overwhelming, especially for teams new to the platform.
While robust, its pricing may not suit businesses with simpler requirements.

What customers say?

Confluence is highly rated on platforms like G2 and TrustRadius for its seamless integration with Jira, robust collaboration tools, and knowledge base management. IT and development teams value its ability to document processes and link directly to project management tools. However, less tech-savvy users report a steep learning curve, and the availability of customer support only in English may be a barrier for users who communicate in other languages. Additionally, some users highlight the grouping option can be cumbersome.

The grouping option is sometimes a mess and to organize the documentation as per the required groups is not upto the mark.It needs a good amount of time and few hits and misses to completely understand the feature and do it as per the requirements.

Is it worth the cost?

Confluence offers tiered pricing based on the number of users. It is a top choice for businesses that already use Atlassian tools or require a robust knowledge management system. While its features are powerful, smaller teams or businesses outside tech and IT may find it more complex than necessary.

9. Notion

Notion is a highly flexible tool that allows teams to create knowledge bases, wikis, and collaborative documents all in one platform. Its drag-and-drop interface and extensive library of templates make it ideal for businesses that need to organize and share information quickly. Notion excels in enabling teams to document processes, FAQs, and troubleshooting guides with ease.

Key features of Notion

All-in-one workspace – Consolidates tasks, documents, and databases in a single interface, making it a one-stop solution for team collaboration.
Customizable templates – Offers an extensive library of templates for wikis, project tracking, and personal productivity, saving setup time and improving efficiency.
Drag-and-drop interface – Its intuitive drag-and-drop feature makes it easy to organize content, move blocks, and customize layouts to suit specific needs.
Knowledge base – Create centralized repositories for FAQs, user guides, and troubleshooting documents to improve self-service options for teams and customers.
Real-time collaboration – Enables multiple users to edit and comment on documents simultaneously, enhancing teamwork and communication.
Task and project management– Integrates Kanban boards, calendars, and to-do lists, allowing teams to track project progress and meet deadlines efficiently.
Integration options – Connects with tools like Slack, Google Drive, and GitHub for seamless workflow integration.
Offline access – Content can be accessed and edited offline, syncing changes once reconnected to the internet.

Pros & cons of Notion

Pros

Suitable for various use cases, from personal planning to enterprise project management.
Drag-and-drop functionality and clean design make it beginner-friendly.
Customizable templates help users get started quickly with minimal setup effort.
Offers a free plan with robust features, making it accessible to smaller teams.
Real-time editing and commenting enhance team collaboration.

Cons

While basic functions are easy to grasp, mastering complex workflows can take time.
Compared to competitors, Notion’s integration options are somewhat limited.
Users report slower performance when working with large datasets.
Provides fewer reporting and analytics features compared to dedicated project management tools.

What customers say?

Notion receives high praise on platforms like G2 and Capterra for its flexibility and ease of use. Teams appreciate its ability to consolidate multiple tools into one platform, reducing the need for switching between applications. The wide range of templates and customization options makes Notion adaptable for different use cases, and its real-time editing and commenting features facilitate collaboration. However, some users highlight its learning curve, especially for newcomers who may need some time and external resources, like YouTube tutorials, to become proficient. Additionally, users report performance issues when handling large datasets, with slow loading times for extensive pages and express frustration with its support.

Notion is EXTREMELY slow if you are using it to store a lot of data like 2000+ pages The support, it is very very very VERY difficult to get some one AND it is EXTREMELY difficult to report a bug. Each time we report a bug or something like this, the support is like a robot, they ask ALWAYS the same questions like “What is your device please?” even if I precise it before and I say it is the same issue on each device

Is it worth the cost?

Notion offers several pricing tiers to suit different user needs. It is an excellent choice for teams looking for a flexible, all-in-one platform that combines project management, documentation, and collaboration tools. While it excels in customization and simplicity, businesses requiring extensive integrations or advanced analytics may need to explore alternatives.

10. Document360

Document360 is a top-tier knowledge base software that enables businesses to create self-service portals tailored to their brand. Its features include highly customizable templates, support for over 30 languages, and integration with translation tools to make content accessible to a global audience. Whether you need FAQs, user manuals, or troubleshooting guides, Document360 has you covered. Its robust analytics help track article performance, ensuring continuous improvement.

Key features of Document360

Highly customizable templates – Enables businesses to create knowledge bases that align with their brand identity, offering extensive options for layout, colors, and themes.
Multilingual support – Supports 49 languages and integrates with translation tools, allowing businesses to cater to a global audience seamlessly.
Version control and draft management – Tracks changes to articles with detailed version history, making it easy to revert to earlier versions or collaborate on drafts.
Rich media support – Allows embedding of images, videos, and code snippets, enhancing the clarity and visual appeal of articles.
Robust search functionality– Features advanced search capabilities, including auto-suggestions and filters, to help users quickly find the information they need.
Collaboration tools – Offers role-based access controls, allowing team members to work together on content while maintaining security and accountability.
Powerful analytics – Provides insights into article performance, including metrics like views, feedback, and search queries, to help teams improve content quality.
Third-party integrations – Integrates with tools like Slack, Helpdesks like Zendesk and Freshdesk, Chatbots like Intercom and Drift, analytical tools like Google Analytics and Segment, etc to ensure seamless communication and support workflows.
Custom domains – Enables businesses to host their knowledge base on a custom domain, reinforcing brand recognition.

Pros & cons of Document360

Pros

Easy for both technical and non-technical users to create and manage content.
Suitable for businesses of all sizes, from startups to enterprises.
Multilingual support makes it a great choice for companies with an international presence.
Its analytical feature helps businesses track and improve content performance.
Enhances workflows by connecting with other popular tools.

Cons

While the platform is robust, its pricing can be steep for smaller businesses.
Unlike some competitors, Document360 does not offer extensive offline editing capabilities.
Customization and integrations may require initial technical expertise.

What customers say?

Document360 is appreciated on G2 and Capterra for its flexibility, ease of use, and robust analytics. Users often highlight its ability to create branded, professional knowledge bases quickly. However, some reviews point out that the pricing may not suit smaller businesses. On the downside, users report performance issues, particularly slow loading times when switching between tabs and workspaces.

The biggest issue, at the moment, would be that the platform can be very slow in loading, especially when switching between tabs and workspaces. As for a general feedback, some useful features to edit the content between the different languages have been removed and some feature requests have been left under review for the past years already.

Is it worth the cost?

Document360 offers tiered pricing plans based on feature requirements. It excels as a dedicated knowledge management platform, offering robust tools for creating and maintaining self-service resources. While its cost may be a hurdle for smaller businesses, it is an excellent choice for organizations that prioritize a high-quality, branded knowledge base with global accessibility.

11. Guru

Guru is a knowledge management tool designed to centralize and streamline access to critical business information and make it easily accessible when needed. Guru allows teams to create, organize, and share knowledge in real-time. It integrates seamlessly with other tools like Slack, Microsoft Teams, and Zendesk, allowing agents to find answers without switching between platforms. Guru also offers AI-based suggestions, ensuring that your knowledge base is always up-to-date.

Key features of Guru

Real-time knowledge sharing – Guru provides real-time updates to ensure that the information shared across the platform is always current. As soon as content is updated, all team members are notified, reducing the chances of working with outdated data.
AI-powered suggestions – The platform uses artificial intelligence to suggest relevant knowledge articles based on the content a team member is working on, ensuring they have all the information they need without excessive searching.
Card-based knowledge base – Knowledge is stored in “cards,” which can contain various types of information, from text and images to videos and links. Cards are easily searchable, making the knowledge base intuitive and user-friendly.
Seamless integrations – Guru integrates smoothly with major platforms like Slack, Microsoft Teams, Zendesk, and Google Drive, enabling teams to access and share knowledge across multiple tools without having to switch between platforms.
Collaborative features– Multiple team members can contribute to, edit, and review cards, making Guru an ideal tool for collaboration. This feature allows for feedback loops and ensures that knowledge is continually refined and improved.
Version history and updates – Guru automatically tracks version history, making it easy to view changes, revert to previous versions, and ensure that the most up-to-date information is available.
Advanced search capabilities – Guru’s search functionality allows users to find relevant knowledge quickly by searching through tags, keywords, and content types. The AI-powered search helps reduce the time spent searching for information.
Analytics and insights – Guru provides analytics on how knowledge is being used, showing which articles are accessed the most and which ones may need updating, helping businesses maintain relevant and useful resources.
Customizable workflows – Guru allows businesses to create custom workflows for content approval, ensuring that only the most accurate and up-to-date information is published.

Pros & cons of Guru

Pros

Knowledge can be constantly updated and available to all team members.
The card-based layout and seamless integrations make it intuitive to use.
AI-powered suggestions and search results are relevant and personalized, saving time.
Teams can easily integrate Guru with other widely used platforms like Slack, Microsoft Teams, and Zendesk.
Suitable for both small teams and large enterprises due to its flexible features and customizable workflows.

Cons

Some users feel that the analytics features are more beneficial for larger teams and organizations.
Certain features, such as advanced analytics and integrations, are only available at higher pricing tiers.
While the platform is intuitive, users may experience a slight learning curve when setting up advanced features.

What customers say?

Customers on G2 and Capterra praise the platform for its collaborative features, ease of use, ability to centralize information, reduce repetitive queries, improve agent productivity, and intuitive card-based system. Users also love the real-time updates and AI-powered suggestions, which improve efficiency. However, some reviews mention that Guru’s pricing can be on the higher side for smaller businesses, and some teams may find the advanced analytics and the search feature more complex than necessary.

It can be somewhat pricey, particularly for newer or smaller companies, as the price may be too much to cover on a limited budget.The platform can become overwhelming when dealing with large amounts of information, making it challenging to locate specific information fast without appropriate tagging and categorization.

Is it worth the cost?

Guru offers tiered pricing plans based on the size of the team and the required features. Guru is an excellent choice for businesses seeking a knowledge management tool that is both user-friendly and highly collaborative. Its seamless integrations make it a great fit for teams already using these platforms. However, small businesses may find the cost prohibitive, particularly when seeking access to advanced features.

12. Intercom

Intercom is a powerful customer communication platform that combines live chat with advanced messaging capabilities, making it one of the most versatile tools for customer engagement. It offers centralized messaging, automated workflows, and the ability to personalize interactions at scale. Its clean interface and robust analytics make it a favorite among large businesses and a go-to solution for organizations aiming to engage and support customers efficiently.

Key features of Intercom

Omnichannel messaging – Intercom consolidates customer interactions across email, SMS, WhatsApp, in-app messages, and more into a single platform, ensuring seamless communication across all channels.
Live chat with chatbots – Its live chat feature integrates AI-powered chatbots that handle common customer queries, allowing support agents to focus on more complex issues. These bots can qualify leads, route tickets, and provide instant responses.
Customer segmentation – Businesses can segment their audience based on behavior, demographics, and engagement levels to deliver tailored messages and campaigns.
Proactive messaging – Intercom enables businesses to send proactive messages, such as in-app tips, product updates, or personalized offers, to engage customers and drive action.
Customizable workflows – Intercom offers a drag-and-drop workflow builder, making it easy to create automated customer journeys for onboarding, support, and marketing campaigns.
Comprehensive analytics – The platform provides detailed insights into customer interactions, campaign performance, and user behavior, allowing businesses to optimize their support and engagement strategies.
Integration ecosystem– Intercom integrates seamlessly with popular tools like Salesforce, HubSpot, Slack, Zendesk, etc. enabling businesses to create a connected support system.
Self-service portal – Intercom includes knowledge base capabilities, enabling customers to find answers independently through help center articles and FAQs.
Mobile optimization – Intercom’s mobile app allows businesses to engage customers and manage support tickets on the go.
Multilingual support – The platform supports multiple languages, making it ideal for businesses with a global customer base.

Pros & cons of Intercom

Pros

Combines live chat, messaging, and automation in one platform.
Suitable for startups and enterprises alike.
Helps businesses stay ahead by reaching out to customers before they raise concerns.
Advanced segmentation and targeting deliver tailored customer experiences.
Works seamlessly with other major tools, enhancing workflows.

Cons

Pricing can be steep for startups or small businesses with limited budgets.
The extensive feature set may overwhelm new users or smaller teams.
Some essential features like advanced analytics and automation are only available in higher-tier plans.

What customers say?

Intercom is known for its messaging capabilities and user-friendly interface. Customers appreciate its AI chatbot, its ability to manage customer communication efficiently, and its proactive messaging feature, which helps improve engagement and retention. However, reviews on G2 and Capterra often highlight the platform’s pricing as a drawback, especially for smaller businesses, and some users find its reporting features less robust than expected.

I wish the ticketing feature was better so that we could more easily communicate tickets to engineering that need additional work and support and tag them to multiple customers. The Jira integration doesn’t give enough visibility into what’s happening in Jira as well. The reports from surveys also aren’t the best/a little difficult to use. It’s hard to sometimes see how the feedback we receive on questions corresponds with the score.

Is it worth the cost?

Intercom offers flexible pricing plans based on the number of users and features. It is an excellent choice for businesses that prioritize customer engagement and want a versatile platform to manage interactions across multiple channels. Its proactive messaging and automation features are particularly valuable for businesses aiming to deliver personalized support at scale. However, smaller organizations may need to evaluate whether the cost aligns with their budget and specific needs.

13. HelpCrunch

HelpCrunch is a multi-channel customer communication platform tool that integrates live chat, messengers, and email into one unified platform. It comes with an AI-powered editor and is highly customizable. Known as a cost-effective alternative to Intercom, HelpCrunch simplifies customer communication while enhancing engagement.

Key features of HelpCrunch

Live chat and chatbots – HelpCrunch offers customizable live chat tools with AI-powered chatbots to handle routine customer queries, ensuring 24/7 support availability.
Email campaigns – Businesses can send targeted email campaigns to nurture leads, engage customers, and promote offers.
Unified inbox – Consolidates all customer communications—live chat, email, and messengers—into a single dashboard for seamless management.
Knowledge base – HelpCrunch enables businesses to create self-service portals with FAQs, guides, and troubleshooting articles, reducing ticket volumes.
Proactive messaging – Reach out to website visitors or app users with personalized messages to increase engagement and conversions.
Automation workflows – Automate repetitive tasks such as ticket assignment, follow-ups, and lead qualification to improve team efficiency.
Integrations – The platform integrates with popular tools like Slack, Google Analytics, and Shopify, etc allowing businesses to enhance their workflows.
Mobile optimization – HelpCrunch’s mobile apps ensure that businesses can manage customer interactions on the go.
Customizable interface – The platform allows businesses to match the chat widget and interface to their branding for a seamless user experience.
Multichannel support – HelpCrunch supports communication via live chat, email, messengers like WhatsApp, and social media, ensuring comprehensive coverage.

Pros & cons of HelpCrunch

Pros

Offers advanced features at a lower price point than competitors.
Designed for quick onboarding and easy navigation.
Offers tools to engage customers before they seek help.
Fully customizable chat widgets to align with brand aesthetics.
Combines live chat, email, and knowledge base features in one platform.

Cons

Compared to some competitors, it has fewer integration options.
Advanced automation features may be less robust than those of higher-priced tools.
May lack some enterprise-grade features needed by larger organizations.

What customers say?

Users on platforms like G2 and Capterra often talk its affordability and ease of use. Customers appreciate its all-in-one approach to customer communication, particularly its AI assisted live chat and email tools. Startups and small businesses often highlight its value for money, but some note that the reports on email campaigns can be improved and the tool can offer a broader range of integrations.

Lack in some integrations to extend functionalities and integrate with CRM’s.

Is it worth the cost?

HelpCrunch offers three main pricing plans and is an excellent choice for small to mid-sized businesses seeking a cost-effective, user-friendly solution for customer communication. Its blend of live chat, email tools, and proactive messaging makes it ideal for startups and e-commerce businesses. Larger enterprises, however, may find its feature set and integrations less comprehensive compared to higher-priced competitors.

14. Olark

Olark focuses on sales-oriented customer support by offering live chat tools with simple customization options. The platform is known for its simplicity and ease of setup. It enables automation for greeting visitors, sending custom messages based on their activities, and capturing leads efficiently.

Customers value its straightforward setup and automation features, which are particularly helpful for small businesses looking to speed up workflows. It is a powerful yet straightforward tool for small and mid-sized businesses aiming to improve customer engagement.

Key features of Olark

Live chat – Provides customizable live chat widgets to connect with customers instantly. Businesses can tailor chat greetings, responses, and appearances to match their branding.
Automated chat messages– Use chat automation to engage customers proactively based on their website activity, such as time spent on a page or shopping cart value.
Chat transcripts – Save and review chat transcripts to analyze customer interactions and identify areas for improvement.
Lead capture and qualification – Gather customer information during chats to generate and qualify leads for follow-up by the sales team.
Real-time monitoring – Monitor visitors on your website in real-time, including their location, pages viewed, and time spent, to provide contextual support.
Integrations – Seamlessly integrates with tools like CRM systems, helpdesk platforms, and email automation tools, including HubSpot, Salesforce, and Mailchimp.
Reporting and analytics – Offers detailed insights into chat performance, response times, and customer satisfaction, helping businesses optimize their support strategies.
Team collaboration – Allows multiple agents to manage chats, transfer conversations, and collaborate on customer queries in real-time.
Canned responses – Pre-set responses to common queries help agents save time and maintain consistency across conversations.
Offline messaging – Customers can leave messages when agents are offline, ensuring no query is missed.

Pros & cons of Olark

Pros

Simple and intuitive interface makes it ideal for businesses new to live chat.
Highly flexible chat widgets adapt to brand aesthetics and customer needs.
Proactive messaging boosts engagement and captures more leads.
Offers essential live chat features without unnecessary complexity.
Connects seamlessly with popular CRMs and marketing tools.

Cons

Focuses primarily on live chat, lacking the broader functionality of multi-channel platforms.
While automation is available, it’s less sophisticated than competitors like Drift or Intercom.
Absence of mobile support limits its usability for agents on the go.

What customers say?

Customers on platforms like Capterra and TrustRadius appreciate it for its ease of use and effectiveness in engaging website visitors. Small businesses and startups value its straightforward setup and affordability. However, some users highlight the lack of a mobile app for end users to chat with individuals who reach out via chat. Additionally, while the screen-sharing feature is seen as a positive, it doesn’t always work consistently, requiring further refinement. Users also mention that Olark’s reporting capabilities could be more robust, as the current metrics, while accurate and easy to view, do not provide enough depth for organizations looking to analyze the impact of their programs in greater detail.

No phone app, so I can’t be online always. Not good analys and didn’t like the chat module. Cancelled after trial.

Is it worth the cost?

Olark offers a straightforward pricing plan. However, for businesses needing advanced customization and integrations, Olark provides custom pricing options tailored to their needs. It is an excellent choice for small and mid-sized businesses looking for a straightforward live chat solution to engage customers and drive conversions. Its simplicity and affordability make it ideal for teams with minimal technical expertise. However, businesses seeking advanced features like omnichannel support or AI-driven automation may find more robust options with competitors like Intercom or Drift.

15. LiveChat

LiveChat is a versatile customer service platform designed to facilitate real-time communication with customers. It offers a comprehensive set of features, including chatbots, omnichannel messaging, and ticket creation. Its proactive chat capabilities allow businesses to engage customers before they even ask for help, making it a powerful tool for increasing conversions.

Key features of LiveChat

Omnichannel messaging – Consolidates communication from multiple channels, including email, chat, and social media, into a unified platform.
Proactive chat invitations – Enables businesses to engage customers proactively by initiating chats based on their behavior, such as time spent on a page or cart abandonment.
AI-powered chatbots – Automates routine tasks like answering FAQs and collecting customer information, freeing agents for more complex queries.
Ticket management – Converts chats into tickets, ensuring that customer queries are tracked and resolved efficiently, even when agents are unavailable.
Customizable chat widgets – Allows businesses to tailor chat widgets to match their branding and improve the user experience.
Canned responses – Pre-written answers to common queries help agents save time and maintain response consistency.
Team collaboration tools – Enables agents to transfer chats, share notes, and collaborate seamlessly for faster query resolution.
Analytics and reporting – Offers detailed insights into chat performance, customer satisfaction, and agent efficiency through customizable dashboards and reports.
Seamless integration – Integrates with over 200 tools, including CRM systems, e-commerce platforms, and marketing automation tools like Salesforce, Shopify, and HubSpot.
Mobile Apps– Provides iOS and Android apps, allowing agents to respond to customer queries on the go.

Pros & cons of LiveChat

Pros

Intuitive design ensures a smooth onboarding process for teams.
Proactive chat invitations increase customer interaction and reduce bounce rates.
Seamless connectivity with popular tools enhances workflows
Fully functional mobile apps allow agents to provide support anytime, anywhere.
Suitable for businesses of all sizes, from startups to enterprises.

Cons

Premium plans can be expensive for smaller businesses.
Chatbot customization is less advanced compared to competitors like Drift or Intercom.
Some users find it challenging to utilize advanced analytics and integrations effectively.

What customers say?

LiveChat is well-rated on platforms like G2, Capterra, and TrustRadius for its simplicity, robust features, and effectiveness in improving customer engagement. Customers often praise its proactive chat capabilities and seamless integrations. However, reviews sometimes highlight concerns about its pricing. Additionally, users note that implementing LiveChat requires adding code to websites, which led some to hire external help. While there is a marketplace for purchasing add-ons, many feel these should be included in the LiveChat package rather than requiring separate subscriptions. Some also desire more customization options.

A little more allowance for customization of agent profiles to better impact our branding efforts.

Is it worth the cost?

LiveChat is a powerful tool for businesses looking to enhance real-time customer engagement and streamline support operations. Its proactive engagement capabilities and robust integration features make it a great choice for e-commerce, SaaS, and service-based businesses. The platform offers multiple pricing tiers to cater to different business needs. However, smaller teams may find the cost of advanced features challenging, especially when compared to more budget-friendly alternatives like Olark.

16. Tidio

Tidio is an intuitive customer service platform designed to enhance communication for e-commerce businesses. It combines live chat, chatbots, and email integration into one platform, helping businesses manage customer communication effectively. Tidio’s AI-powered chatbots can handle simple queries, freeing up agents for more complex issues. It also supports integrations with platforms like Shopify and WordPress, making it a popular choice for online stores. Known for its simplicity and affordability, it is a favorite among online stores aiming to improve engagement, resolve queries quickly, and increase sales.

Key features of Tidio

Live chat – Provides real-time communication with customers, helping resolve queries instantly. Customizable chat widgets allow businesses to match their branding.
AI-powered chatbots – Automates repetitive tasks such as answering FAQs, collecting contact information, and guiding customers through checkout processes.
Email integration – Combines email communication with live chat, enabling businesses to manage all customer interactions from a single platform.
E-commerce integrations – Seamlessly integrates with platforms like Shopify, WooCommerce, and BigCommerce, making it ideal for online retailers.
Multichannel communication – Supports communication across multiple channels, including Facebook Messenger and Instagram.
Proactive engagement – Allows businesses to engage customers proactively with targeted messages based on their browsing behavior.
Analytics and reporting – Offers insights into chat performance, chatbot effectiveness, and customer satisfaction, enabling data-driven decisions.
Custom chat flows – Provides an easy-to-use interface for designing custom chat workflows, ensuring tailored customer experiences.
Mobile apps – Available on iOS and Android, allowing agents to respond to customer queries from anywhere.
Multi-language support – Facilitates communication with customers in their preferred language, enhancing the user experience for global audiences.

Pros & cons of Tidio

Pros

Its intuitive interface ensures quick onboarding and ease of use.
Competitive pricing makes it accessible for small and medium-sized businesses.
Its tailored features cater to the unique needs of online retailers.
Proactive messaging helps increase engagement and reduce cart abandonment.
Integrates easily with popular e-commerce and CMS platforms.

Cons

Advanced automation and analytics may not match premium tools like Drift or Intercom.
Some users feel the platform focuses too heavily on bots, neglecting traditional chat functionalities.
Basic design elements like text formatting and hyperlink options are missing.

What customers say?

Tidio receives positive feedback on platforms like Capterra, G2, and Software Advice for its ease of use, AI Chatbot feature, and effectiveness in handling customer interactions. It is particularly appreciated by small businesses and e-commerce stores for its ability to automate tasks and provide proactive customer engagement. However, some users note that the software lacks basic formatting features. Additionally, the free plan is seen as quite limited, and the mobile app, while convenient, sometimes experiences sync issues with the desktop version, leading to missed messages or delayed notifications. Some users also find the setup of logier flow sequencing to be complex.

It’s missing really basic features such as BOLD, ITALICS, and the ability to use hyperlinks. They put too much of an emphasis on bots but not the basics of using a chat program.

Is it worth the cost?

Tidio offers a flexible pricing model to cater to different business needs. It is a cost-effective solution for small businesses and e-commerce stores looking to enhance customer communication. Its chatbot capabilities, multichannel support, and seamless integrations make it a valuable tool for improving engagement and boosting sales. However, businesses requiring advanced analytics or extensive automation may need to explore higher-tier options like Drift or Intercom.

17. Drift

Drift is a conversational marketing tool that emphasizes using live chat to drive sales. Its chatbot technology engages website visitors, qualifies leads, and schedules meetings with sales reps. Drift also offers account-based marketing features, making it a favorite for B2B companies.

Customers love its ability to personalize conversations and improve lead generation. However, some users find it expensive, particularly for small businesses.

Key features of Drift

Conversational marketing – Uses AI-powered chatbots and live chat to engage website visitors, qualify leads, and convert them into customers.
Account-based marketing (ABM) – Aligns marketing and sales efforts by targeting high-value accounts with personalized messaging.
Lead qualification – Automates the lead qualification process using AI, ensuring sales teams focus on high-quality leads.
Meeting scheduler – Integrates with calendars to allow customers to book meetings with sales representatives directly from the chat interface.
Custom chatbots – Offers customizable chatbot workflows to guide prospects through their buyer journey and answer FAQs.
Video messaging – Allows teams to create and share personalized video messages, adding a human touch to communication.
Drift email – Combines email campaigns with conversational tools, enabling businesses to nurture leads effectively.
Integrations – Seamlessly integrates with popular CRMs like Salesforce and HubSpot, as well as marketing tools like Marketo and Pardot.
Drift intelligence – Provides real-time insights into website visitor behavior and engagement, enabling tailored conversations.
Mobile support – Mobile apps allow teams to manage conversations and leads on the go.

Pros & cons of Drift

Pros

Tailored for businesses looking to drive revenue through conversational marketing.
AI-driven bots streamline lead qualification and engagement.
Offers tools like video messaging and account-based targeting for deeper customer connections.
Suitable for medium to large enterprises handling high volumes of leads and interactions.
Works seamlessly with major CRMs and marketing platforms.

Cons

Pricing may be prohibitive for smaller businesses or startups.
Requires some time and effort to master advanced features
Some users feel that live chat functionalities take a backseat to automated processes.

What customers say?

On platforms like Capterra and G2, Drift is praised for its ability to personalize customer experiences, generate high-quality leads, and support sales efforts. Customers appreciate Drift chatbots and its seamless integration with CRMs. However, some reviews highlight the steep pricing and complexity of the platform, which may not suit small businesses. Additionally, while the interface is intuitive, the learning curve for mastering all features can be steep, leaving new users feeling overwhelmed. Some users report that the platform generates a high volume of low-quality conversations, requiring continuous fine-tuning to filter genuine leads. The wide array of features can lead to feature bloat, making it harder to navigate and find the tools that are most relevant.

Pricing is not exactly friendly for “small businesses” as mentioned on their pricing page. It’s more geared towards medium businesses who have set aside a sizeable marketing budget that allows for investing in conversational marketing.

Is it worth the cost?

Drift offers multiple pricing plans tailored to business needs. It is an excellent tool for businesses looking to integrate conversational marketing into their sales strategy. Its robust features, such as ABM and advanced chatbots, are particularly valuable for B2B companies. However, its high price and complexity may make it a less attractive option for small businesses or those with limited budgets.

18. Bitrix24

Bitrix24 is an all-in-one platform offering tools like CRM, task management, and customer support features. It consolidates all your customer interactions from multiple channels into one unified inbox, making it easy to track and respond. The software integrates seamlessly with its CRM, helping businesses maintain detailed records of customer communications. Its versatility and extensive features make it ideal for businesses looking for an all-in-one solution.

Key features of Bitrix24

Unified inbox – Centralizes customer communications from email, social media, and live chat into one interface for better management.
CRM integration – Seamlessly integrates with its built-in CRM to maintain detailed customer records and history, making follow-ups easier.
Task and project management – Offers tools for task delegation, time tracking, and project timelines, helping teams stay organized and productive.
Automation tools – Automates routine processes, including email responses, ticket assignments, and sales workflows, reducing manual effort.
Team collaboration – Includes features like group chats, video calls, and document sharing to facilitate internal communication.
Self-service portal – Allows businesses to create knowledge bases and FAQ sections for customers to resolve queries independently.
Social media integration – Manages social media interactions and queries directly within the platform, ensuring no customer message goes unanswered.
Mobile app – Offers a robust mobile app for managing tasks, tickets, and customer interactions on the go.
Customizable interface – Provides customization options to align the platform with business branding and operational needs.
Integration – Supports integration with popular tools like OpenOffice, Dropbox, Mailchimp, Google Workspace, etc for a seamless workflow.

Pros & cons of Bitrix24

Pros

Combines CRM, helpdesk, and project management tools in one platform.
Offers a free plan with essential features, making it accessible to small businesses.
Includes detailed customer tracking and lead management tools.
Ideal for teams needing project management and communication tools in addition to customer support.
Works well with third-party apps, enhancing its functionality.

Cons

The extensive features can make the platform overwhelming for new users.
Some users find the interface less intuitive and challenging to navigate.
Users often mention a lack of pre-sales support and delayed customer service responses.
The platform may not handle extremely large-scale enterprise operations smoothly.

What customers say?

Users appreciate its wide range of features and the ability to manage multiple tasks from a single platform. However, some customers find the interface cluttered, challenging to navigate and find differences in pricing. Customers on G2 highlight that there is no sales support available before purchasing a plan, making it difficult to get answers about pricing discrepancies.

No sales support before buying any plan. I have doubts related their pricing but there is no way to get answer of sales enquries.. There are difference in pricing.

I am from india, when i visit website in the pricing page “Professional” Plan showing price Rs 9,990 INR (Approx $120 USD) but after login when i tried to upgrade trail account to “professional” plan it shows Rs 20,000 (Approx $249 USD). Both prices i mentioned when i select Monthly subscription. Its almost double..

No transparancy in pricing.. To get the mentioned price i tried to contact sales support but there is no way to reach sales team.. I can only create support ticket if i have paid account. Its like to get sales related answer, you need to buy first..

Is it worth the cost?

Bitrix24 is an excellent choice for businesses seeking an all-in-one platform that combines CRM, project management, and customer support. Its affordability and versatility make it especially attractive to small and medium-sized businesses. However, larger organizations or teams looking for a specialized solution might find its features overwhelming or insufficiently advanced.

19. Sprout Social

Sprout Social is a leading social media management and analytics platform that empowers businesses to manage their social presence effectively. By providing a unified dashboard for content scheduling, audience engagement, and in-depth analytics, Sprout Social enables teams to build stronger relationships with their audiences. It’s especially popular among marketers and businesses aiming to elevate their social media strategies.

Its Smart Inbox collects messages from platforms like Facebook, X (formerly Twitter), Instagram, and LinkedIn into a single dashboard, making it easy to manage communications in one place. The tool also provides powerful social monitoring and analytics, helping businesses make data-driven decisions.

Key features of Sprout Social

Smart inbox – Consolidates messages from social media platforms like Facebook, Instagram, X, LinkedIn, and more into one inbox for easy management.
Social media scheduling – Offers a powerful scheduler that allows users to plan and publish posts across multiple social networks simultaneously.
Comprehensive analytics – Provides detailed reports on audience engagement, post performance, and campaign metrics to guide data-driven decisions.
Social listening – Monitors keywords, hashtags, and brand mentions to gauge audience sentiment and identify trends.
Collaboration tools – Enables teams to assign tasks, manage approvals, and streamline workflows for social media campaigns.
Customizable reports – Allows businesses to tailor analytics reports to showcase key metrics and insights relevant to their goals.
Content library – Offers a shared asset library where teams can store, organize, and reuse content efficiently.
CRM integration – Integrates with CRM tools to maintain a detailed record of customer interactions for better personalization.
Mobile app – Includes a mobile app for managing social media on the go, ensuring businesses stay connected with their audiences anytime.
Integration – Connects with third-party tools like Google Analytics, Zendesk, HubSpot, Salesforce, etc for enhanced functionality.

Pros & cons of Sprout Social

Pros

Its intuitive design simplifies social media management, even for beginners.
Combines scheduling, analytics, and listening into one platform.
Provides in-depth analytics that help refine social strategies.
Ideal for teams working on social campaigns, with robust task assignment and approval workflows.
Covers all major social media channels, ensuring seamless management.

Cons

Higher subscription costs can be prohibitive for small businesses or startups.
Some users find advanced features like social listening complex to master initially.
While reports are customizable, certain automation features are less flexible compared to competitors.

What customers say?

Customers like it for its ease of use, powerful analytics, and ability to streamline social media workflows. Many users highlight its Smart Inbox and scheduling tools as standout features. However, reviews on TrustRadius mention its high cost as a significant drawback for smaller organizations. Additionally, users on Capterra have reported frustration with the company’s contract renewal policies.

They will not let me out of the contract. They auto-renewed me after a year for another year and we have since moved all our accounts elsewhere but they are still charging us $400/ month.

Is it worth the cost?

Sprout Social is a fantastic solution for businesses prioritizing social media management and analytics. Its features cater to medium and large enterprises looking to optimize engagement and campaigns. While the pricing might deter smaller teams, its robust toolset justifies the investment for those focused on scaling their social presence.

20. Loom

Loom is a video recording tool that allows you to create videos using your screen, webcam, or both. Businesses use Loom to create personalized videos for customers, saving time compared to writing long emails. Once created, videos can be edited, saved in the Loom library, and shared via links or embedded in emails or help center articles. It also provides viewer insights, showing who has watched a video and how much they viewed, helping businesses evaluate the effectiveness of their communication.

Key features of Loom

Screen and webcam recording – Record your screen, webcam, or both to create engaging and informative videos.
Instant sharing – Generate a shareable link immediately after recording, enabling quick distribution without lengthy uploads.
Video editing tools – Offers basic editing features like trimming, adding call-to-actions, and annotations to refine recordings.
Loom library – A centralized space to store, organize, and access all your video content easily.
Viewer insights – Provides analytics on who watched the video, their engagement levels, and which parts they viewed.
Custom branding – Allows businesses to add logos, colors, and custom player controls to maintain consistent branding.
Integrations – Seamlessly connects with platforms like Slack, Gmail, and project management tools to embed and share videos effortlessly.
Mobile and desktop apps – Available on iOS, Android, and desktop, ensuring flexibility in creating and sharing content.
Security features – Includes password protection, viewer authentication, and video expiration settings to secure sensitive content.
Closed captioning – Supports automatic closed captions, making videos accessible to diverse audiences.

Pros & cons of Loom

Pros

Simple and intuitive interface suitable for users of all technical levels.
Reduces the need for lengthy emails or meetings by providing quick and direct communication.
Works across multiple devices, making it accessible anywhere.
Videos personalize interactions, making them more engaging and impactful.
Allows teams to give and receive feedback using comments and reactions directly on the video.

Cons

Lacks comprehensive video editing features available in dedicated tools.
Some users report occasional glitches, such as video quality issues or crashes.
Free plans have limited video storage, which may require frequent clean-ups or upgrades.

What customers say?

Users on platforms like G2 and Capterra appreciate Loom for its ability to simplify communication and save time. Customers praise its ease of use, AI integration, instant sharing capabilities, and ability to create highly personalized responses. However, some users feel that Loom could improve its video editing and post-production features, with Capterra users noting a desire for additional tools, even on the free plans. G2 users report frustration with the editing interface, particularly when screen settings aren’t saved and the page is reduced unexpectedly just before recording.

I think it could use some better video editing and post-production capabilities. They have added some new features lately, but there are still a couple more that I would like to see, even on the free plans.

Is it worth the cost?

Loom is a valuable tool for teams and businesses prioritizing quick and effective communication. Its user-friendly design and instant sharing capabilities make it a go-to solution for customer support, onboarding, and team collaboration. While it may not replace advanced editing software, its focus on simplicity and efficiency ensures it’s a worthwhile investment for most organizations.

How to choose the right customer service software?

Selecting the right customer service software is essential for providing excellent support and maintaining customer satisfaction. Take your time to evaluate your options and make an informed decision. Many customer service software offer free trials, so make use of them to explore their features and see which one suits your business needs best.

Start by considering what your customers prefer and how they want to reach out to you. Do they favor live chat, email, or self-service options? Ensure the tool you choose aligns with their expectations. Additionally, think about the future. As your business grows, will the tool support your needs? Look for features such as scalability, the ability to add more users, seamless integrations with other software, and robust reporting capabilities to help track and improve your customer service performance.

Looking for a feature-rich customer service software?

Desk365 offers a unified inbox, knowledge base, smart automation, Microsoft Teams integration & lot more features to streamline your customer service. Perfect for small businesses or growing teams!

Choosing the right mix of customer service software is essential to meeting customer expectations in 2025. From AI-powered automation to self-service options and advanced reporting, these tools can transform how you support your customers. By improving agent productivity, scaling operations efficiently, and offering seamless customer interactions, you can enhance customer loyalty and satisfaction.

If you’re looking for the best tools to manage your customer support, explore the options listed above to find the perfect fit for your business needs.

Frequently asked questions

What is a customer service software?

Customer service software are applications that help businesses manage and streamline communication with their customers. These tools centralize interactions, automate repetitive tasks, and provide insights to improve efficiency and enhance the customer experience.

How do I choose the best customer service software for my business?

Consider factors such as your customers’ preferred communication channels, scalability, integration capabilities, and reporting features. Many software offers free trials, so take advantage of these to test their suitability for your business needs.

Can small businesses benefit from customer service software?

Yes, customer service software are highly beneficial for small businesses. They help streamline workflows, manage growing customer demands, and improve service quality without requiring large teams or resources.