Best Customer Service Software

• Omnichannel platform
• Live chat
• Audio and video chat
• Full phone and voice system integration
• SMS support with bulk outreach capabilities
• AI chatbot
• Task bot
• Voice bot
• Multi-language chat and auto-translation
• Natural Language Processing
• Proactive chat invitations
• Knowledge base
• Ticketing for email and messaging
• 36 months data storage
• Live chat automation tools
• Pre/Post-chat surveys
• Canned messages
• Co-browsing
• Advanced routing rules
• Chatbot sentiment analysis
• Website real-time visitor tracking
• Cloud and on-premise deployment options
• Multiple and dynamic campaigns

Comm100 supports a variety of CRM, CMS, eCommerce, and social platform integrations, including:

• SMS
• WhatsApp
• Telegram
• Facebook Messenger
• WhatsApp Business
• WeChat
• Line
• Twitter
• Facebook
• Instagram
• Salesforce CRM
• Zapier
• Microsoft Dynamics 365 CRM
• Shopify Plus
• Zendesk
• WordPress
• Magento
• Cisco UCCX/UCCE
• Drupal
• Joomla

Comm100’s detailed reporting includes:

• Queue Length and Wait times
• Chat Source and Chat Volume Reports
• Chat Transfer Report
• Rating Report
• Agent availability report
• Agent performance
• Efficiency Report
• Tickets and messaging reports
• Visitor Segmentation
• Resolved & Unresolved Bot Chats & Conversions Report
• High Confidence Answers Report
• Usage Report

Data level: All network communication is TLS encrypted, data obfuscation, no storing of payment information
Application level: IP restriction, complex agent password policy enforcement, CAPTCHA verification, audit logs, SSO and LDAP available, credit card masking in platform.
Compliances: ISO 27001, PCI DSS, SOC 2 Type II, TRUSTe® Privacy Certified, HIPAA, GDPR, PIPEDA compliant

Comm100 offers 24/7 live chat support and support via phone, SMS and WhatsApp during business hours.

Comm100 has quote-based pricing across three plan tiers:

• Omnichannel Gold
• Omnichannel Platinum
• Custom (configured to your specific needs)

Omnichannel Platinum package includes NLP chatbots and more advanced integrations, including support for all ticketing & popular social channels. More advanced bot tools like AI chatbots and voice bot are available as add-on features, along with secure messaging.

Capterra

• Ease of Use: 4.7 / 5
• Customer Service: 4.6 / 5
• Features: 4.5 / 5
• Value for Money 4.4 / 5
• Overall Rating: 4.7 / 5

• Chatbots
• Voicebots
• Speech-enabled IVR
• SMS
• Messaging apps
• Web messaging
• Chat and email routing
• Co-browse and screenshare
• Digital outbound campaigns
• Inbound voice routing
• Voicemail
• Callback
• Voice outbound campaigns
• Inbound / outbound blending
• Unified communications
• Interaction recording
• Screen recording
• Quality management and compliance
• Speech and text analytics
• Platform APIs
• Workforce management
• Employee performance & engagement

Genesys supports a variety of CRM and collaboration applications, with more available via third-party integration through their AppFoundry Marketplace. Available integrations supported natively include:

• Salesforce
• Microsoft Dynamics 365
• ServiceNow
• Microsoft Teams
• Zoom Meetings
• Zoom Phone
• Oracle
• Zendesk

Genesis supports real-time and historical views of the following:

• Interactions
• Queue and agent
• Agent activity
• Personal views
• Survey views
• Flows – performance, destination, outcomes
• DNIS, skills, wrap-up views
• Scheduled callbacks
• Outbound campaigns
• Quality admin and evaluator dashboards
• Intraday monitoring and schedule adherence views

Data level: All data stored in AWS, uses AWS security protocols like TLS/SSL Encryption
Application level: Logical isolation to enforce strict control of data requests and access permissions
Compliances: PCI-DSS, SOC 1 and SOC 2, ISCO 27001, HIPAA, HITRUST, FedRAMP, C5, GDPR, California Consumer Privacy Act certification, US-EU and US-Swiss Safe Harbor.

Genesys offers a resource center available for self-support for free, and offers 24/7 phone and web portal support based on a paid license.

Genesys offers a variety of plan options with either monthly or hourly paid rates, these include (in USD):

• Genesys Cloud CX1
  $75 monthly or $0.68 Hourly
• Genesys Cloud CX2
  $110 monthly or $0.99 Hourly
• Genesys Cloud CX3
  $150 monthly or $1.35 Hourly
• Genesys DX
  Additional quote-based options

Features in the Cloud CX 2 and Cloud CX 3 tiers include additional digital channels, AI-powered engagement, and additional IVR minutes, data storage, and API requests. Unified communications, workforce engagement, and AI and digital solutions are all available as add-ons.

Capterra

• Ease of Use: 4.3 / 5
• Customer Service: 3.9 / 5
• Features: 4.1 / 5
• Value for Money 4.0 / 5
• Overall Rating: 4.3 / 5

• Centralized interactions
• Billable tickets
• Email
• Social Media
• Live Chat
• Voice
• SMS
• Connection with ecommerce store
• Metrics
• Team management
• Satisfaction surveys
• Self-service
• Macros
• Managed rules
• Help Center / FAQ
• Intent & sentiment detection
• Chat campaigns
• Managed rules
• User permissions

Gorgias supports a wide variety of platform integrations through their integration library, including:

• Facebook
• Instagram
• Twitter
• Shopify
• Aircall
• Yotpo
• Recharge
• Klaviyo
• Postscript
• Gmail
• SMS
• Office 365

Gorgias’s reporting includes:

• Revenue statistics
• Support performance metrics
• Live statistics
• Automation statistics
• Self-serve statistics

Data level: App data is sent via HTTPS TLS encrypted, data obfuscation of sensitive information. AES-256bit encryption between servers.
Application level: SSO for Google & Microsoft 365, two-factor authentication
Compliances: SOC 2 Type II, HIPAA

Gorgias offers comparatively limited support options, with only email support available at the Starter plan, and adding 24/7 live chat support at higher tiers.

Gorgias offers several plan options with monthly or annual rates, these include (in USD):

• Starter (50 tickets / month)
  $10 monthly
• Basic (300 tickets / month)
  $60 monthly or $600 annually
• Pro (2,000 tickets / month)
  $360 monthly or $360 annually
• Advanced (5,000 tickets / month)
  $900 monthly or $9000 annually
• Enterprise
  Quote-based pricing

Gorgias’s Starter plan is also limited to 3 user seats while the other tiers are unlimited. This plan also comes with reduced support and features compared to other plans.

Capterra

• Ease of Use: 4.6 / 5
• Customer Service: 4.6 / 5
• Features: 4.5 / 5
• Value for Money 4.5 / 5
• Overall Rating: 4.7 / 5

• Live chat
• Shared inbox
• Conversational bots
• Ticketing
• Calling SDK
• Email scheduling
• Team email
• Caned snippets
• Email templates
• Meeting scheduling
• Reporting dashboard
• Email tracking
• SLA rules
• Service analytics
• Multi-language knowledge base
• Conversation routing

Through the HubSpot App Marketplace, HubSpot Service Hub supports a variety of platform integrations, including:

• Gmail
• Google Calendar
• WordPress
• Zapier
• iCloud
• Microsoft Dynamics 365
• Zoom
• LinkedIn
• Mailchimp
• Facebook
• Facebook messenger
• Twitter
• Shopify
• Microsoft Teams
• Slack
• Salesforce

HubSpot Service Hub’s paid plan options include a variety of analytics tools and reports, including:

• Customer satisfaction score (CSAT)
• Average time to close ticket
• Chat wait time
• Support volume
• Chat and email conversations
• Tracked terms in transcripts
• Additional custom reports

Data level: Encryption In-Transit (TLS 1.2, TLS 1.3), Encryption At-Rest (AES-256), hosted on AWS
Application level: Web Application Firewall (WAF), Distributed Denial of Service (DDoS) Protections, Regular Vulnerability Scanning
Compliances: SOC 2 Type II, SOC 3, GDPR Compliance

The level of customer support that customers receive from HubSpot depends on the plan they are on.

• Starter – Community support, email, live chat
• Professional – the above plus phone support
• Enterprise – the above.

HubSpot’s Service Hub is free to start using. More premium features are offered with paid plans, including:

• Starter: $45/month or $540/year for 2 agents
• Professional: $450/month or $5,400/year for 5 agents
• Enterprise: $1200/month or $14,400/year for 10 agents

Capterra

• Ease of Use: 4.4 / 5
• Customer Service: 4.6 / 5
• Features: 4.0 / 5
• Value for Money 4.2 / 5
• Overall Rating: 4.4 / 5

• Live chat
• Chatbots
• Custom bots
• Banner messages
• Multi-channel campaigns
• Push messages & notifications
• Targeted messaging
• Salesforce & Market integrations
• Help articles
• SLA rules
• Team inboxes
• Ticketing Workflows
• Workload management
• Role-based permissions
• Outcome reporting
• Product Tours
• Outbound email and in-product messaging
• Mobile carousels
• A/B testing & control groups
• Message versioning

Through Intercom’s app store, a variety of integrations with CRM, CMS, eCommerce, and social platforms are possible. Since some integrations have been built by third parties, additional fees may apply. Popular integrations include:

• WhatsApp
• Facebook
• Instagram
• Salesforce
• Zapier
• Twitter
• HubSpot
• Slack
• Stripe
• Calendly
• Mailchimp Subscribe
• Segment
• Freshdesk
• Google Calendar
• Google Analytics

Reports are available for lead generation, customer engagement, and customer support. These include:

• Overview report
• Team performance report
• Customer satisfaction report
• Customer Engagement report
• Conversations report
• Effectiveness report
• Conversation tags report
• SLAs report
• Resolution Bot report
• Leads report
• Sales report
• Articles report
• Custom Bots report

Data level: All data encrypted in transit using 256-bit encryption. API and application endpoints are TLS/SSL only. Data encrypted at rest using AES-256 encryption.
Application level: Password and credentials are stored using a PBKDF function (bcrypt), 2FA and SSO options available
Compliances: SOC 2, HIPAA, CSA, ISO 27001, EU-US Privacy Shield

Intercom offers support hours 24/7 via messenger or email. In the event of service outage, response times are given based on response priority ranging from 3 days for non-critical issues to 2 hours for service critical matters.

Intercom starts with a small business plan with a set price, and quote-based plans that offer more options:

• Starter
  $74 / month USD when billed annually
• Support
  Quote-based pricing
• Engage
  Quote-based pricing
• Convert
  Quote-based pricing

Optional add-ons include Surveys, WhatsApp, and Product Tours.

Capterra

• Ease of Use: 4.4 / 5
• Customer Service: 4.3 / 5
• Features: 4.3 / 5
• Value for Money 4.0 / 5
• Overall Rating: 4.5 / 5

• Ticketing
• Messaging across web, mobile, and social
• Email
• SMS
• Voice
• Live Chat
• Chatbots
• Help Center
• Unified agent workspace
• Routing based on agent status
• Robust APIs
• Service Level Agreement management
• Proactive chat invitations
• Pre-/Post-chat survey
• Website visitor tracking
• Canned messages
• Detailed reporting
• Offline forms
• Customizable chat window and button
• Agent availability
• Timeline (Jump back to different points of conversation history)
• Agent permissions

Through the Zendesk Marketplace, Zendesk for Service supports a variety of CRM, CMS, eCommerce, and social platform integrations, including:

• WhatsApp
• Twilio
• Slack
• Salesforce
• Jira
• Microsoft Teams
• Discord
• Trello
• WordPress
• Hootsuite
• Zapier
• SurveyMonkey
• Zoom

Zendesk includes a variety of custom and pre-built reports and analytics that include:

• Zendesk Benchmark
• Voice usage reporting
• Google Analytics for help center
• Live agent activity dashboard
• Visual data alerts
• Customer Satisfaction ratings (CSAT)
• Net Promoter Score
• SLA reports
• Calls made
• Emails sent
• Appointments held
• Tasks completed

Data level: TLS/SSL encryption; IP restrictions, data at rest encrypted using AES-256 key encryption
Application level: Advanced password policy; 2-factor authentication
Compliances: SOC 2 Type II, ISO 27001:2013, ISO 27018:2014, ISO 27701:2019, FedRAMP LI-SaaS, Skyhigh Enterprise-Ready, PCI DSS, HIPAA, HDS, Cloud Security Alliance (CSA), McAfee Cloud Trust – McAfee Enterprise Ready, IT-ISAC, FIRST, Financial Services Qualifications System (FSQS), TRUSTe® Privacy, PIPEDA, GDPR, U.S.-EU Privacy Shield, U.S.-Swiss Safe Harbor, SAS-70 Type II compliant

Zendesk offers live chat and email support, but no phone support.

Zendesk offers a 30-day free trial of all their plans. Their foundational support plans do not include live chat, meaning a more costly suite plan is required. Their full pricing packages are:

• Suite Team: $49/agent per month
• Suite Growth: $79/agent per month
• Suite Professional: $99/agent per month
• Suite Enterprise: $150/agent per month
• Additional customized enterprise plans from $215/month per agent

Capterra

• Ease of Use: 4.3 / 5
• Customer Service: 4.2 / 5
• Features: 4.3 / 5
• Value for Money 4.1 / 5
• Overall Rating: 4.4 / 5