Best Customer Service & Support Software (2025)

Delivering great customer service at scale isn’t easy — especially as customer expectations keep rising. In fact, our research finds that 82% of service professionals say customers ask for more than they used to, and just as many say they now expect more personalized experiences. That’s why choosing the right customer service software with AI is crucial. The right platform helps your team deliver fast, personalized support across every channel, helping you meet (and exceed) customer expectations every time, no matter your industry.

• What is customer service software?
• Benefits of customer service and support software
• Different types of customer service software
• 9 best customer service and support software tools for your business
• Key features to look for in customer service software
• How to choose the best customer service software
• Future trends in customer service software

Customer service software is a suite of tools designed to help businesses manage and enhance their interactions with customers. It includes features like support ticketing systems, live chat, email support, and knowledge bases, which help streamline customer inquiries and resolve issues more efficiently. These tools also provide valuable insights through customer service metrics and reporting, enabling businesses to make data-driven decisions to improve the customer service experience.

AI plays a crucial role in customer service software by automating and enhancing various aspects of customer support. AI customer service agents can handle a wide range of customer inquiries 24/7, delivering instant responses that reduce wait times and lighten the load on reps. When more complex issues arise, AI agents can automatically route them to the most qualified rep — improving first-contact resolution and overall efficiency.

Beyond handling support tickets, AI also helps service reps stay one step ahead. It can analyze customer data to spot trends, predict potential issues, and trigger proactive customer service before problems escalate. Built-in sentiment analysis gives service reps real-time insight into a customer’s emotional state, helping them to use the appropriate customer service voice and approach to improve outcomes. From automated workflows to intelligent recommendations, AI gives service teams the tools they need to deliver faster, more personalized, and more effective support at scale.

Investing in the right customer service product can deliver many valuable benefits to service teams and companies. These include:

• Increased customer satisfaction: Customer service software enables teams to provide accurate, personalized answers to customers faster. This contributes to better experiences and higher customer satisfaction scores (CSATs) and better customer reviews.
• Higher customer lifetime value: Higher customer satisfaction can lead to repeat business and loyal, long-term customers. This increases your retention rates and referrals.
• Improved efficiency: Customer support software offers features like automation, a searchable knowledge base, and AI agents for both simple and complex inquiries, smart case routing, and real-time recommendations — so your team can work more efficiently without compromising quality.
• Access to key insights: With customer service analytics, your team can track valuable customer service insights to identify what's working well and what areas could be improved.
• Increased ROI: Providing efficiency gains and higher customer retention, customer service software can help you increase sales while lowering labor costs, resulting in a boost to your company's bottom line.

Customer service software can encompass several types of tools that help service teams provide support in different contexts. These include:

• Help desk software for managing customer inquiries and support tickets
• Live chat software that enables real-time communication with customers online
• Voice over Internet Protocol (VoIP) software for handling calls over the internet
• Call center software that provides features for efficiently managing and tracking customer support calls
• Contact center CRM software that stores customer data, tracks customer interactions, and simplifies communication
• Help center software to give customers the information they need to resolve questions themselves.
• AI agents that provide instant support and recommendations for both common and complex customer issues, all while staying within your business's guardrails. They can automatically escalate to human representatives when necessary.
• Customer service management software, an all-encompassing customer service platform to boost productivity across every channel — including email, chat, phone, and self-service.

While you can choose to invest in separate products for the different types of customer service tools you need, many businesses prefer to choose one comprehensive platform, like Service Cloud, that covers all this territory in one product.

With so many options on the market, choosing the best customer support software can be daunting. To help, we've compiled a list of nine well-reviewed options on G2, each with a minimum of four out of five stars. G2 rates software based on user feedback, available features, and overall user satisfaction.

Salesforce Service Cloud is a complete agentic customer service platform for every kind of service, in any industry, on any channel. Salesforce is a Leader for the 15th consecutive report in 2024 Gartner®’s 2024 Magic QuadrantTM for CRM Customer Engagement Center. Service Cloud was recognized as the #1 Best Customer Service Software of 2025 by G2.

The platform offers seamless omnichannel support and advanced automation, enabling companies to deliver exceptional service at every touchpoint. With Agentforce, businesses can create customized AI agents tailored to meet the specific needs of their customers and service teams. This not only boosts efficiency and enhances the customer experience but also helps reduce support costs.

• Centralized service console: Service Cloud brings everything your team needs into one unified workspace — customer details, messages, and data from every channel, all in one place. This centralized setup means your service team can quickly find the information they need, resolve issues faster, and deliver a smoother, more efficient customer experience. Built-in AI enhances workflows by surfacing key customer data, suggesting next best actions, and providing real-time insights to further boost service speed and quality. Customers also get faster, more personalized support and quicker resolutions — all of which lead to higher satisfaction and stronger trust in your brand.
• Assistive service and automation: Omnichannel routing automatically directs each issue to the best-suited rep based on skill and expertise. Meanwhile, tools like Service Replies deliver smart, real-time responses to your reps right in the console to keep chat conversations moving quickly and smoothly for customers. Service Assistant, an assistive AI agent, helps reps stay on track, resolve cases faster, and stick to your company’s policies — all while enhancing the customer experience.
• Autonomous AI agents: With Agentforce, service teams can build customized AI agents that work autonomously to handle both common and complex customer issues — always within the trusted guardrails your business sets. When needed, they seamlessly hand off things to a human rep, equipping them with all the necessary information to handle the case immediately and resolve it more quickly. AI agents free up your team from time-consuming work that can lead to burnout and let them focus on higher-value work like revenue growth. And like their human counterparts, these AI agents learn from each interaction and continuously adapt to evolving customer needs and behaviors. Plus, customers always get 24/7 support, lightning fast-responses, and personalized assistance, enhancing their overall experience.
• Knowledge base: Service Cloud’s knowledge base serves as both an internal resource hub for your team and a self-service solution for customers. The knowledge base powers the AI functionality by storing all of the resources in one central location for AI to pull and source answers from. AI-powered suggestions deliver quick answers and guide users to the most relevant knowledge base articles, reducing resolution times and boosting satisfaction for reps and customers alike.
• Self service and help portals: Service Cloud’s self-service and help portals give customers quick, easy access to the information they need to resolve issues on their own — anytime, anywhere. With smart search and a robust knowledge base, customers can find answers fast — no direct support required. This empowers customers while freeing up your team to focus on more complex cases and higher value work like upselling and cross-selling, helping drive both efficiency and revenue growth.
• Digital channels: Digital channels in Service Cloud are fully integrated into your service workflows, letting customers reach out via email, chat, social media, and more — all in one place. Every interaction is captured and managed in a unified view, so service reps can respond faster and more effectively. The result? A consistent, efficient experience that boosts both customer satisfaction and team productivity.
• Voice: Service Cloud Voice integrates deeply with Service Cloud by enabling voice interactions to be managed directly within the platform, alongside other customer data. Through partnerships with Contact Center as a Service (CCaaS) vendors, this integration allows for seamless call handling, routing, and analytics, enhancing the efficiency and effectiveness of customer service operations. Reps can access customer history, notes, and context in real time, leading to more personalized and efficient service. For customers, this means faster issue resolution, a more seamless experience, and a higher level of personalization in every interaction.
• Analytics and reports: From AI-powered analytics and customer sentiment analysis to detailed performance dashboards, track everything you need to measure success, spot trends, and make smarter decisions. These tools are designed to help your team improve continuously and ensure consistent, high-quality service. Based on customer experience intelligence, you can personalize support based on insights, prioritize urgent cases based on sentiment trends, and improve CSAT. Customers benefit from a more responsive, proactive customer service experience — one that evolves with their needs and consistently delivers top service.
• Feedback Management: Service Cloud’s Feedback Management tools lets you capture and analyze customer feedback across multiple channels in real time. Spot trends, identify pain points, and uncover areas for improvement, so you can make informed, data-driven decisions. By integrating feedback directly into your service workflows, you can respond faster and continuously improve the customer experience, ensuring that they always feel heard and valued.
• Slack: Slack brings teams together to collaborate, share information, and get work done efficiently. With the Service Cloud for Slack app, your team can resolve incidents in real time by quickly bringing in experts from across your company. Use Slack Huddles to collaborate and discuss issues aloud together to foster faster problem-solving. Plus, easily search across files, messages, and channels to find the information you need to resolve customer issues quickly. This seamless connection keeps everyone aligned, leading to quicker, more effective support. For customers, this translates to quicker issue resolution, more accurate and informed responses, and a smoother, more efficient service experience.

Salesforce also offers resources to set your business up for success with Service Cloud. Trailhead, Salesforce’s free online learning platform, provides training to help your team get up to speed quickly on the customer service software. The award-winning Serviceblazer Community on Slack is a great place to learn best practices for Service Cloud from your fellow service pros.

Zendesk's customer support software provides a single workspace for teams to respond to customer inquiries from multiple channels. The software includes AI and automation features, integration with other technology products, and reporting tools.

• Centralized service console: Zendesk's Agent Workspace brings all your company channels onto one screen, along with customer data and collaboration tools.
• Knowledge base: The Help Center provides customers with a self-service resource that also supports your service team.
• Automation: Companies can build an agent copilot into employee workflows to reduce workloads.
• AI agents: Program AI agents to handle a portion of customer issues autonomously.
• Analytics and reports: Create real-time and historical data to better understand your customers and improve productivity.

HubSpot's Service Hub is an all-in-one customer service platform. The product includes omnichannel messaging support and features for collecting customer feedback.

• Centralized service console: The help desk offers a workspace where reps can manage and resolve service tickets while getting a 360-degree view of the customer.
• Knowledge base: Teams can use this feature for customer self-service, as a reference tool for reps, and to track usage analytics to measure the impact of help resources.
• Automation: Automate functions like ticket prioritization, nurture sequences, and customer follow-ups based on pre-defined triggers.
• AI agents: The Breeze Customer Agent tool delivers automated, personalized interactions with customers.
• Analytics and reports: Get data on key metrics like representative performance and customer satisfaction (CSAT) scores.

Microsoft Dynamics 365 Customer Service provides a unified platform that connects data across every interaction, empowering agents to provide consistent, personalized support. The software includes features such as case management, omnichannel support, and AI-powered virtual agents.

• Centralized service console: Microsoft Dynamics 365 offers a centralized console that gives agents a unified, customizable interface to manage cases, access customer data, and handle interactions across multiple channels efficiently, all within a single workspace.
• Knowledge Base: Microsoft Dynamics 365 Customer Service offers a built-in knowledge base that enables human agents and customers to quickly find accurate, consistent answers through searchable, structured articles.
• Automation: Dynamics 365 automates routine tasks and workflows, such as case routing and follow-ups, to improve service efficiency and reduce manual effort.
• AI agents: AI-powered virtual agents in Dynamics 365 provide 24/7 support, resolve common issues, and assist human agents by offering real-time suggestions and insights.
• Analytics and Reports: Dynamics 365 delivers real-time dashboards, reports, and customer insights to help organizations track performance, identify trends, and drive informed decision-making.

Intercom is an AI-first customer service platform that transforms experiences for customers, support agents, and managers, improves operational efficiency, and scales with your business. The product also has features like automation for ticket routing and messaging, AI agents, and omni-channel support.

• Centralized Service Console: Intercom’s centralized service console gives support teams a unified inbox to manage customer conversations across channels with full context and collaboration tools.
• Knowledge Base: Help Center provides customers with self-service access to articles and resources, reducing the volume of repetitive support inquiries.
• Automation: Intercom uses automation to streamline support with features like automated ticket routing, conversation assignment, and proactive messaging triggered by customer behavior.
• AI agents: Fin AI Agent can instantly resolve common questions using natural language understanding and suggest relevant help content to assist both customers and support teams.
• Analytics and Reports: Intercom offers analytics and reporting tools to track support performance, customer satisfaction, and team productivity across conversations and channels.

ServiceNow CSM is a platform that uses AI-powered workflows and AI agents to enhance self-service, improve efficiency, and accelerate resolutions. The software features tools for case management, omni-channel support, knowledge management, analytics, and more.

• Centralized service console: ServiceNow gives human agents a unified workspace to manage cases, access customer information, and collaborate across departments.
• Knowledge base: Knowledge management provides access to step-by-step guidance and solutions for human agents and customers.
• Automation: ServiceNow's automation streamlines customer service workflows, routes cases, triggers tasks, and resolves issues quickly with minimal manual intervention.
• AI agents: Customer service teams can handle more cases, extend business hours, and manage routine tasks more efficiently with AI agents.
• Analytics and reports: Offer real-time insights into customer service performance, facilitating data-driven decisions with customizable dashboards, KPIs, and trend analysis.

LiveAgent is customer service software that offers live chat, call center, and social media support. The product also provides a ticketing system and knowledge base functionality.

• Centralized service console: Manage all your customer communications, across channels, in one place.
• Knowledge base: Easily configure your knowledge base for external self-service and internal use.
• Automation: Set up automated ticket distribution and other key workflows, and use the AI answer assistant to automatically generate email replies.
• AI agents: LiveAgent's AI chatbot handles FAQs, offers multilingual support, and can escalate complex inquiries to reps.
• Analytics and reports: Analyze department and channel performance with comprehensive analytics and reporting tools.

Freshdesk's customer service software provides teams with advanced ticketing management, AI and automation features, and collaboration tools.

• Centralized service console: Freshdesk's workspace brings customer records, messages, tickets, and more into a single view.
• Knowledge base: This self-service tool lets users create branded portals and forums that customers can search to find answers on their own.
• Automation: Smart routing, automated workflows, and other automation tools help teams track and stick to SLAs.
• AI agents: Freddy AI, FreshDesk's AI agent, can answer simple customer questions on its own and provide your teams with summaries and suggested responses to help them address more complex issues.
• Analytics and reports: Teams can get ready-made reports or create and customize their own to highlight specific performance insights.

Zoho Desk enables omnichannel support and offers various AI, automation, and self-service features. The product also offers customization options and security features for sensitive data.

• Centralized service console: Zoho Desk has a unified platform for handling customer inquiries from multiple channels, including instant messages, email, voice, social media, and web forms.
• Knowledge base: Create a repository of self-service resources and set up automated conversations to guide customer interactions after hours or during high-volume periods.
• Automation: Automate functions like ticket assignment, notification rules, and SLAs and issue escalations.
• AI agents: Zoho's answer bot, Zia, can provide information pulled from your knowledge base to assist customers and reps, provide sentiment analysis for conversations, and generate suggested responses based on ticket content.
• Analytics and reports: Automatically track time spent on tickets and tasks, and create reports and data visualizations to track team performance.

When evaluating the best customer support software for your business, important features to look for include:

• Case management: Look for a solution that lets you easily create support tickets for cases, assign them to the right human rep or AI agent, and track their progress.
• Omnichannel support: You need to be able to help customers in the customer service channel of their choice, whether that's voice, email, live chat, or messaging — and provide consistency if they choose to move between channels.
• Centralized knowledge base: Having a comprehensive library of FAQs and help articles can help teams and AI agents provide accurate information faster and enable self-service.
• Automation: Automation features take repetitive tasks off your reps' plates, improving efficiency while giving them more time to focus on complex customer needs.
• AI: AI tools help support teams find accurate answers faster and craft personalized responses more efficiently. AI agents can also interact with customers directly 24 hours a day to resolve many issues.
• Collaboration tools: Strong collaboration features allow service reps to easily work together on complex cases, loop in experts across departments, and share information without disrupting workflows.
• Reporting and analytics: Analytics features help you track performance, generate reports, and make data-backed decisions to improve customer support.

Each business will have distinct goals and needs when it comes to deciding on the right customer support software for them. To guide your decision, here are a few important factors:

Consider the primary goals and needs of your business or support team. This may include factors such as the number of support reps you have, typical volume of service requests, and main channels you want to support. Develop a clear customer service strategy before you start looking for tools to help determine which features to prioritize.

Take stock of all the tech products and applications you already use that need to connect seamlessly with your customer service software. Many solutions come with integration capabilities or an app marketplace where you can purchase the ones you need. Look into what's involved in setting up the necessary integrations when choosing your solution.

As your business grows, your customer service platform should grow with you — without losing efficiency or quality. A scalable solution makes it easier to manage complex cases by supporting the right processes and integrations. Choose a platform with flexible automation and customizable features, so you can stay agile and continue delivering great service at every stage of your growth.

Consider your available budget for customer support software, noting each pricing model or subscription tier for different products. Whether a per-user or tiered pricing model makes the most sense depends on your business goals, such as the ability to add more licenses as you scale.

Go beyond the company's website in your research. Ask colleagues about their experience with customer support tools, and check third-party review websites such as G2 and Capterra to see what customers are saying.

The future of customer service is poised to see a continuation of the trends already taking shape — most notably, the rise of AI customer service features such as:

• AI-powered automation: AI can help automate many common customer service tasks, such as finding the right support resource fast and crafting an initial email draft or phone script for reps.
• Customizable AI agents: AI customer service agents built specifically for customer service can handle many simple customer inquiries autonomously, providing a form of self-service that helps customers get the information they need faster and in a natural-feeling way, without requiring human intervention.
• AI agents as teammates: AI agents aren't just for customers, they can also support service reps to do their jobs better and faster by instantly identifying the right information in your knowledge base, creating first drafts for service interactions, and even providing role-play scenarios for training.

Our research shows that 83% of organizations plan to increase their AI investment in the next year, suggesting AI technology will continue to develop and streamline customer service operations.

Choosing a product with features that help your service team provide exceptional customer service benefits everybody. Your customers get a better support experience, your team sees better results with less work, and your business can boost retention and increase revenue. Give your team the tools they need to be more successful by choosing the right customer service software for your business.