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Best Customer Service Software for Small Businesses

In today’s highly competitive market, excellent customer service is essential to the success of your small business. Being there for customers whenever they have a question that needs answering or a problem that needs solving is key to building customer loyalty and increasing your market share.

If your business has an online presence, then specialized customer service software gives you everything you need to streamline your customer support. The best customer service software for small business helps you sort requests from multiple channels, provide timely response to comments on social media, understand customer engagement with detailed analytics, and a whole lot more.

Here are some of the top features to look for when comparing online customer support services:

Omnichannel support. Does the software organize customer support across multiple channels (e.g., email, phone, chat, social media) on one dashboard?

Automation. Is the software capable of creating a self-service experience for customers through tools like chatbots and a knowledge base on your website?

Internal collaboration. For small businesses with multiple customer support staff, is the software capable of efficiently sending queries to the right person in your organization?

Analytics. How detailed are the software’s analytics and is it enough to help you learn and improve on your customer engagement?

Integrations. Do you have the option of configuring the software with third-party integrations like productivity, ecommerce, and communications apps?

Keep reading for our list of the 10 best customer support software solutions for small businesses:

1. Freshdesk

The name Freshdesk has been synonymous with customer service software for many years thanks to an all-round solution that organizes all customer conversations in one interface, automates your repetitive tasks, and identifies problems to improve your helpdesk performance. Freshdesk doesn’t just streamline your customer service, it motivates your agents to perform better by letting them earn points and win rewards for achievements like resolving tickets, receiving positive customer feedback, or publishing solutions on your knowledge base. In short, Freshdesk constantly pushes your customer support team to do better.

Top features:

  • Omnichannel support. Organizes all support-related communications from email, phone, chat, social media, WhatsApp, and website in one interface.
  • Self-service. Helps customers find the right answer via a Chatbot powered by Freddy AI, Help widget, and popups with suggested solutions.
  • Analytics. Curated and custom reports to show agent performance and customer satisfaction based on different metrics.

2. Zendesk

Zendesk is a long-running competitor to Freshdesk in the battle for best all-round customer support software. Zendesk is more expensive for roughly the equivalent set of features but it offers more integrations and more price tiers, making it perfect for starting out small and scaling up your customer support experience as you grow your small business. Zendesk’s biggest selling point is the 1,100+ third-party apps in categories such as communications (e.g., Zoom), e-commerce (e.g., Shopify for Zendesk), productivity (e.g., Tymeshift Workforce Management), and more.

Top features:

  • Omnichannel support. Organizes all email, chat, phone, and social media communications in the one place.
  • Social messaging add-on. Seamlessly integrates WhatsApp, WeChat, Line, Facebook Messenger, and Twitter Direct Messages into your omnichannel support.
  • Analytics. Customized and pre-built dashboards for every channel to help your customer support team measure response time, help center views, and more.

3. Wix Answers

Wix Answers is a new entrant in the customer support software market that’s already striking some fear in the established players. Given that it's owned by Wix, the popular website-building platform, it is no surprise that Wix Answers has probably the best-looking interface of any customer support software. That and the fact that it automates a lot of the work traditionally done by human customer support agents is a good reason to consider Wix Answers for your small business.

Top features:

  • Integrated support. One interface for all real-time and offline support channels.
  • 360 view of customers. Full view of each customer’s interactions, history and personal information in one convenient place.
  • Self-service. Helps your customers find answers with a search from inside your website, saving valuable resources for your business.

4. HappyFox

HappyFox is an affordable solution that specializes in converting all your email, phone, chat, social media, and web requests into tickets and keeping them organized in one place. While it isn’t an all-round solution like Freshdesk or Zendesk, it is a lot cheaper. Plus, it can be easily turned into an all-round solution through ready-made integrations with more than 40 third-party apps including Salesforce, SurveyMonkey, FreshBooks, Google Apps, MS Teams, and Slack. HappyFox offers demos on request, followed by access to a trial account where you can configure your proof of concept. This unique approach earns it fourth place in our list of top customer support software. 

Top features:

  • Ticket categories. Classify your inbound tickets into predefined categories like products, sales, support.
  • Internal communication. Use private notes or Slack or Microsoft Teams integrations to discuss tickets confidentially within your team.
  • Canned responses. Create a custom set of reply templates that can be automatically sent to a customer with one click. 

5. HubSpot Service Hub

HubSpot is best known for its sales and marketing automation software, but its customer support software is also worth your consideration. Like other top customer support software, HubSpot Service Hub streamlines operations by connecting email, live chat, Facebook Messenger, and other channels into one universal inbox that your whole team can access. The main reason to choose HubSpot Service Hub is for its seam