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Customer Service Software

Customer Service software enables an organisation to manage and track customer relationships and support services. From trouble ticket tracking to complaint resolution reporting, Customer Service software solutions allow businesses to manage and assess the quality of their customer interactions. Customer Service applications also assist in managing and distributing an internal knowledge base, providing customer service representatives with the information necessary to resolve customer complaints. Customer Service software is related to Call Centers, Help Desk, and Knowledge Management software. Customer support software includes features such as API, customer databases, knowledge base management, live chats, multi-channel communication, queue management, and self-service portals. Find the best customer support software for your UK business.

Featured software

Local products for United Kingdom

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Zendesk is the all-in-one customer service support software that delivers exceptional experiences. Learn more about Zendesk Suite
Power up your customer service with Zendesk, the all-in-one support software that delivers exceptional experiences. With intuitive self-service tools and AI chat capabilities that streamline support, 60% of customers see a CSAT increase, and 85% gain better visibility into their internal operations after implementing Zendesk. Provide self-service and cross-channel support, so it's easy for customers to quickly get the answers they need, when they need them. Learn more about Zendesk Suite

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Discover the easiest way to resolve shortcomings, requests, and complaints with a platform built for omnichannel customer service. Learn more about Issuetrak
Gain a competitive edge in customer service with the power of Issuetrak's ticket management software. Designed for omnichannel complaint submission, Issuetrak gives you instant and total visibility of your customer service team, helping you better manage and improve quality control. Empowered with tools like automatic notifications, a self-service knowledge base, custom dashboards, and reporting, plus a task manager, you’ll respond to requests faster, resolve problems better, and make your customers feel heard, seen, and valued. Walk alongside major brands like Cintas and Pfizer who are already utilizing the power of Issuetrak. Request a free trial or demo today and see for yourself why we're the best ticketing software on the market. Learn more about Issuetrak

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University and DHL. Learn more about Freshdesk

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos. Learn more about JIRA Service Management

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier. Learn more about Zoho Desk
Zoho Desk is Zoho's flagship web-based customer service software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With Zoho Desk, you can deliver seamless omnichannel support, improve agent productivity at scale, customize your help desk, leverage powerful AI capabilities, automate mundane tasks, get live performance insights, and deeply integrate with apps you use daily - all without spending a fortune. Learn more about Zoho Desk

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
United Kingdom Local product
Lokulus is a technology platform delivering business process automation tools to consumer-focused businesses Learn more about Lokulus
Lokulus is a technology business providing AI driven process automation to consumer-focused businesses. Our platform empowers organisations to intelligently manage and adapt automated workflows as the needs of their organisation develop and grow. We're a trusted independent advisor, partnering closely with clients to grasp their unique challenges. Our solutions are tailor-made, leveraging our expertise and technology, ensuring the perfect fit for your organisation. Learn more about Lokulus

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Intercom is the complete AI-first customer service platform, improving experiences for customers, support agents, and managers Learn more about Intercom
Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. Our AI-first platform is built on a single AI system, with three major components that will allow you to deliver the remarkable customer service you’ve spent decades striving for: AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant accurate, responses, 24/7 to most questions. Only complex interactions transition to tickets. AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things. AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement. Learn more about Intercom

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Front is a customer service software that enables support, sales, and account management teams to deliver exceptional service at scale. Learn more about Front
Front is a customer service software that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer communication by combining the efficiency of a help desk and the familiarity of email, with automated workflows and real-time collaboration behind the scenes. With Front, teams can centralize messages across channels, route them to the right person, and unlock visibility and insights across all of their customer operations. Learn more about Front

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data. Learn more about Salesforce Service Cloud
Deliver great service and a flexible agent experience, from anywhere. Give agents a holistic view of every customer, whether they’re in the contact center or working remote. Scale and optimise service by leveraging AI and integrating popular support channels — like phone, messaging, and chat — directly into the agent workspace. Resolve cases faster by combining automated processes with easy access to the full details, context, and history of every case and customer interaction. Learn more about Salesforce Service Cloud

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Reverse Logistics For Lost Property. Lost Returns is here to help recover lost items, and return them back safely to the owner. Learn more about Lost Returns
Reverse Logistics For Lost Property. Lost Returns is here to help recover lost items, and return them back safely to the owner. Learn more about Lost Returns

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Most user-friendly CRM platform on the market. Learn more about SuperOffice CRM
SuperOffice CRM has one goal; to help you find, catch and keep more customers. Our focus on creating a simple and user-friendly CRM solution helps you become more productive. SuperOffice CRM integrates with all Office applications and supports all leading technology platforms. Available on any device. Learn more about SuperOffice CRM

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Lumoa is the first CX platform to offer GPT and Generative AI. Analyse customer feedback securely in 60+ languages and in real time. Learn more about Lumoa
Lumoa is the first CX platform to offer GPT. In the past, companies used to spend weeks collecting, analyzing, interpreting, and reporting on customer feedback from multiple sources. Now, every employee can ask questions and receive real-time answers based on the voice of the customer. Lumoa helps make timely decisions to increase KPIs up to three times. Learn more about Lumoa

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Vision Helpdesk offers Help Desk, Multi-Company Help Desk, ITIL Service Desk & Live Chat Software Tools for every size business. Learn more about Vision Helpdesk
Vision Helpdesk offers Customer Service Software Tools - 1) Help Desk Software (Multi Channel Help Desk) 2) Satellite Help Desk (Multi Brand Help Desk) 3) Service Desk (ITIL / ITSM PinkVerify Certified) 4) Live Chat Software Vision Helpdesk is ALL IN ONE customer support help desk allows you to manage various channels like E-MAIL, Chats, WEB-FORMS, TWITTER, FACEBOOK, CALLS everything under single roof. Vision Helpdesk is trusted by 15000 plus companies across the globe. Learn more about Vision Helpdesk

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently. Learn more about HubSpot Service Hub
HubSpot Service Hub makes it easy to solve customer problems with efficiency, accuracy, and delight. It includes ticketing & automation with a shared inbox to keep you organized; a knowledge base so customers can help themselves; live chat & bots for faster response times; customer feedback tools so you can measure customer happiness; and reporting so you can unlock insights and improve. Sign up today, for free, and experience customer success software that makes both customers and reps happy. Learn more about HubSpot Service Hub

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
United Kingdom Local product
We're all about empowering your organisation to scale up and forge stronger relationships with Internal and External customers. Learn more about ServoDesk
Simplisys is a leading cloud-based help desk software built to develop better customer relationships. Designed with an easy-to-use interface it enables organisations to exceed customer expectations by dealing with service requests rapidly. Join our growing UK customer base such as Sue Ryder, Tearfund, Crossreach, Branstons and Church of Scotland who are using Simplisys to lower their support costs, raise productivity, and increase customer satisfaction and loyalty rates. Learn more about ServoDesk

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Better customer service and support with GreenRope. See all your customer information, interactions, and history in one place. Learn more about GreenRope
GreenRope CRM is a platform that enables you to provide better customer service and support, see all your customer information, interactions, and history in one place. You can use automation to simplify your tasks and communications, create tickets, surveys, feedback forms, and more to measure customer satisfaction and solve problems. GreenRope offers tools for sales enablement, marketing automation, and operations. It’s a comprehensive CRM that helps you improve your customer service. Learn more about GreenRope

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Bring together CRM apps for sales, service, marketing, commerce, AI, and more in one integrated solution.
Build a customer 360 with a CRM that is deeply integrated across sales, service, marketing, commerce, and more with trusted AI, data, analytics, and collaboration in one integrated solution. Discover how Einstein 1 helps you become an AI Enterprise by growing relationships, productivity, and your bottom line – all at the same time. Learn more about Salesforce Sales Cloud

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Webex Suite is an all-in-one, intelligent collaboration suite built on an industry leading and secure Webex Platform.
Webex Suite is an all-in-one, intelligent collaboration suite built on an industry leading and secure Webex Platform with artificial intelligence features built-in. With 8 powerful individual workloads – Webex Suite brings together Meetings, Messaging, Calling, Webinar, Events, Polling, Whiteboarding and Video Messaging in one collaboration experience to maximize productivity and teamwork. With a variety of collaboration features, Webex Suite helps bridge the gap between office and remote workers, remove language barriers, and overcome time zone differences. Enjoy the flexibility to work from anywhere and to keep teams focused and engaged with unified, intuitive experiences and integrated AI across the entire suite. All workloads in the Webex Suite can be managed via the single-pane-of-glass administration portal, Control Hub. It also allows you to protect your teams’ data and privacy with enterprise-grade security built in from the ground up. Learn more about Webex Suite

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Integrated business management solution that automates financial, customer relationship and supply chain processes.
Microsoft Dynamics is a line of integrated, adaptable business management solutions that enable your people to make important business decisions with greater confidence. Microsoft Dynamics works like and with familiar Microsoft software-easing adoption and reducing the risks inherent with implementing a new solution. These solutions automate and streamline financial, customer relationship, and supply chain processes in a way that can help you drive business success. Learn more about Dynamics 365

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
ConnectWise ScreenConnect provides the ability to view and control devices from anywhere there is an Internet connection.
ConnectWise ScreenConnect (formerly ConnectWise Control) is a fully functional remote support solution. The software gives you the ability to remotely view and control devices from anywhere there is an Internet connection. As a technician, regardless if you primarily support your customers personal computers or a huge enterprise infrastructure, the ability to quickly and effectively resolve problems allows you to save time and improve customer satisfaction. Learn more about ConnectWise ScreenConnect

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
LiveChat enables you to have real-time conversations with your customers while they are on your website.
LiveChat provides a cost-effective way for your support team to deliver a great experience across the entire customer journey. It makes customer service more efficient by letting you hold multiple chat sessions at the same time, send canned responses to frequently asked questions, add chat tags, review chat transcripts and send files to customers through the chat window. Learn more about LiveChat

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Award-winning help desk, ticketing, live chat, and call center software, easy to use from the start. Try it with a free 1-month trial.
LiveAgent is a fully-featured Customer Support software with over 200+ integrations. Streamline all customer interactions and manage them from a single platform. Enjoy social media integrations, unlimited ticket history, call recordings, self-service options, and more advanced features. Companies like BMW, Yamaha, Huawei, Orange, and Forbesfone use LiveAgent to deliver superior customer service to 150M users worldwide. Start with a 1 month free trial, no credit card needed. Learn more about LiveAgent

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
NetSuite, the world’s #1 cloud ERP, provides the visibility and control needed to make smart decisions, fast, and grow with confidence.
NetSuite is an all-in-one cloud business management software that helps more than 37,000 organisations run their business more effectively. NetSuite automates core processes and provides real-time visibility into operational and financial performance. With a single, integrated suite of applications for managing accounting, order processing, inventory management, production, supply chain, and more, NetSuite gives companies clear visibility of their data and complete control of their business. Learn more about NetSuite

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Zoho Assist provides a simple and straight forward user interface to connect to remote computers anywhere on the globe.
Access your computer or mobile device from anywhere, anytime using Zoho Assist; your one-stop solution for remote support, screen sharing and unattended access. Get started today with one of the industry's most secure, reliable and affordable software. Requires no prior installation. Cross-platform support available. Works across devices. Supports all major web-proxies and firewalls. Learn more about Zoho Assist

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat
Easy to implement web-based Customer Service software with a focus on B2B customer management and team collaboration.
TeamSupport is a post-sale customer support software solution built specifically for the unique needs of B2B technology-enabled companies. Built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport helps solve for sophisticated client needs, fuels successful client interactions, and ultimately results in increased lifetime customer value. Nationally recognized TeamSupport suite of solutions includes TeamInsights, and TeamSuccess. Learn more about TeamSupport

Features

  • Customer Database
  • Call Centre Management
  • Self Service Portal
  • Performance Metrics
  • Queue Management
  • Real-Time Notifications
  • Workflow Management
  • Email Management
  • Reporting & Statistics
  • Alerts/Escalation
  • Live Chat

Customer Service Software Buyers Guide

Customer service software is a ticketing system that documents, tracks, and resolves customer queries. It collates customer requests from multiple channels, such as phone, email, live chat, and social media, into a single portal so that agents can quickly and easily address the queries.

The software allows multiple agents to work on each ticket, making it easier for different departments to collaborate on solving the customer's queries. The tool also provides detailed reports and insights into customer interactions, helping organisations assess the quality of their customer service.

What are the benefits of customer service software?

Customer service software brings many advantages to businesses by enabling them to support, manage and maintain a relationship with their customers. Customer support software can help you realise the following benefits:

  • Be able to collate customer queries across multiple channels: Customer service software collates customer queries from multiple platforms into a single stream. Whether it's a call to the helpline, an email to the support team, or a comment on your social media page, the tool generates a ticket for each customer query. These tickets get automatically added to the centralised stream, ensuring that no query is unaddressed.
  • Reduce time that agents spend on each query: The software offers an easily searchable database for a quick reference. Agents can tag members of other teams or forward the ticket to the right team, directing the customer to the best resource. The standardised answers, easily editable templates, and the ability to simultaneously respond to multiple queries shortens the ticket resolution time.
  • Increase customer satisfaction with faster issue resolution: The software lets users address each ticket as per priority and reduce the waiting time. It also organises the ticket resolution workflow and allows agents to collaborate on tickets. This shortens the resolution cycle and improves customer satisfaction levels.
  • Get insights into the team's performance: Customer service software offers analytical capabilities, with customisable reports and dashboards, which provide insights into the performance of your support team. Find out the time your team takes to respond, how busy agents are on certain days of the week, and the frequent queries. This information can help you manage agents, improve their response time, and increase productivity.

What are the typical features of customer service software?

Below are the typical features of customer service software:

  • Knowledge base: Build and manage a centralised, searchable repository of information regarding frequent and previously asked queries as well as the responses.
  • Support ticketing: CRM management tracks interactions and autogenerates tickets for customer queries and service requests.
  • Multichannel communication: Manage incoming and outgoing customer communication on multiple channels, including email, phone, live chat, and social media.
  • Queue management: Manage the ticket queue to meet the team's needs and monitor the waiting time for incoming requests that haven't been routed.
  • Live chat: Chat with customers to resolve their queries in real time.
  • Appointment management: Schedule and manage interactions with customers.

What considerations should you take into account when purchasing customer service software?

When choosing customer service software, you must take into account the following:

  • The solution's usability: A poor user experience (UX) is bad for business. The tool shouldn't slow down agents and lengthen the response time. Therefore, before you purchase a solution, try it out and ensure that the UI/UX is not too complicated or messy for your agents. After all, they have to use it every day and should be happy doing it.
  • Integration with existing third-party apps: While most software integrates with other third-party applications, check whether your preferred solution and/or pricing plan supports integration with the other solutions you use. After all, it can be wasteful and painful to find out after purchase that the software doesn't support your applications.
  • Omnichannel customer support: It allows you to centralise everything and make it easy to manage multiple communication channels. But not all businesses need to do it. If your customers are likely to reach out via chats or emails, choose a customer service solution that offers the option you need, so that you won't have to pay for channels that aren't being optimally utilised.

Customer service software trends include:

  • Chatbots to improve customer self-service: Vendors are using chatbots to resolve customer queries in real time without a ticket. The technology can simulate interactions like a human and resolve simple queries such as about working hours, contact info, and status update. It also recommends relevant sections from articles in the knowledge base—such as if a customer doesn't know how to reset their password, the chatbot will direct them to a step-by-step description of the process. Businesses that use chatbots reported a 70% reduction in call, chat, and/or email queries.
  • AI to increase the efficiency of agents: Customer service software providers are adopting artificial intelligence (AI) to make agents work smarter. Some are using it to automatically tag, categorise, and index tickets for easy reference, while others are using AI to determine customer distress levels and predict chat answers. AI can also recommend changes to existing articles based on how customers communicate their issues, making answers easier to find and understand in the future.

Capterra includes many listings of free customer service software, as well as customer support software for UK businesses.