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Customer Service Software

Customer Service software enables an organization to manage and track customer relationships and support services.

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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

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
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

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
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

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
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. Learn more about LiveAgent
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

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
It is a customer communications management solution that helps businesses manage customer data, leads, multi-channel messaging, etc. Learn more about Qiscus
It is a customer communications management solution that helps businesses manage customer data, leads, multi-channel messaging, etc. Learn more about Qiscus

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
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

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Freshdesk is an easy-to-use customer service software that helps over 60,000 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 60,000 customers, including Bridgestone, HP, Harvard University and DHL. Learn more about Freshdesk

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
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

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
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

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
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

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Zendesk is the all-in-one customer service support software that delivers exceptional experiences.
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

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
ConnectWise ScreenConnect provides businesses 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 enables users to remotely view and control devices from anywhere with an Internet connection. For technicians, whether they primarily support personal computers or large enterprise infrastructures, the ability to quickly and effectively resolve problems helps save time and improve customer satisfaction. Learn more about ConnectWise ScreenConnect

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
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

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
NetSuite is a cloud-based ERP that gives businesses t visibility and control needed to make decisions and grow.
As the world's #1 cloud ERP solution for more than 20 years, NetSuite has helped businesses gain the visibility, control, and agility to build and grow a successful business. First focused on financials and ERP, we now provide an integrated system that also includes inventory management, HR, professional services automation, and omnichannel commerce, and is used by more than 41,000 customers in 219 countries. Learn more about NetSuite

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
An open-source suite of integrated apps to manage CRM, POS, website, eCommerce, sales, accounting, warehouse, HR, marketing, and more.
Odoo is an integrated, customizable, open-source software packed with expertly designed, user-friendly business applications. Odoo's intuitive database is able to meet a majority of business needs, such as CRM, sales, project, manufacturing, inventory, and accounting, among others. Odoo is an all-in-one software solution designed to meet the needs of businesses of all sizes. Learn more about Odoo

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Intercom is the complete AI-first customer service platform, improving experiences for customers, support agents, and managers
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

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Bitrix24 is #1 free client management (CRM) and customer service solution, used by 15 million businesses worldwide.
Bitrix24 is #1 free client management (CRM) and customer service solution, used by 15 million businesses worldwide. Cloud, mobile and open source editions available. Multichannel customer service — email, telephony, website live chat, Facebook, Instagram, Viber, WhatsApp, Skype, Slack and other mobile messengers are supported. Learn more about Bitrix24

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
EngageBay is a simple, affordable all-in-one marketing, sales and service CRM software to acquire, engage, nurture, close leads.
EngageBay is a simple, affordable, all-in-one marketing, sales and support CRM software built for small businesses and startups to acquire, engage, nurture web visitors and convert them to happy customers. EngageBay offers free live chat software to deliver the personalised one-on-one support to every customer using a simple and powerful free live chat software. - all from one easy to use platform. Learn more about EngageBay CRM

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
We are a support ticketing and live chat solution designed to give B2B SaaS companies a holistic view of their customer relationships.
As a B2B SaaS customer support solution, TeamSupport goes beyond a basic ticketing system. We help you build customer loyalty and mitigate churn by understanding what's happening at the account level—not just the user level. Our proprietary Customer Distress Index provides holistic view of your customer relationships, helping you understand how well your software product is being adopted. TeamSupport is a low-cost AI-powered tool that gives you a complete picture of customer health by tying every conversation with a user directly to the customer account, no integrations or separate products needed. Learn more about TeamSupport

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
CRM and account management solution that empowers businesses to market better, sell more, and create customers for life.
Act! is a CRM and marketing automation platform esigned to help small and midsize businesses looking to market better, sell more, and create customers for life. With unparalleled flexibility and freedom of choice, Act! accommodates the unique ways teams do business, whether it’s on-premises (Act! Premium Desktop), in the cloud (Act! Premium Cloud). Managers can also leverage a hybrid deployment for maximum flexibility. Learn more about Act!

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Talkdesk is intuitive, cloud-based contact center software with advanced features, comprehensive reporting and seamless integrations.
Talkdesk is next-generation cloud-based call center software that helps you connect with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, effective conversations with customers. Talkdesk empowers enterprise operations and CX leaders to deliver modern, tailored customer experiences. Our trusted, flexible cloud contact center platform leverages cutting-edge generative AI and automation to streamline workflows, optimize resources, and drive exceptional customer outcomes. With Talkdesk, teams can enhance operational efficiency, reduce costs, and improve the bottom line—all while ensuring the best possible experiences for customers. Trusted by industry leaders, Talkdesk is the innovative solution designed to meet the evolving needs of enterprise contact centers. Learn more about Talkdesk

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
A powerful online CRM system to manage sales & marketing activities for your business. Integrated, highly configurable, easy to use.
Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes lead management, an opportunity pipeline with intuitive dashboards, and flexible workflow tools including marketing automation. Everything is completely accessible from your Android or iOS device and integrated with Office365 & G Suite. Learn more about Apptivo

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Userlike is the leading GDPR-compliant software for messaging and automation that helps businesses transform customer communication.
Userlike is your customer service solution for website chat and mobile messaging. Chat with your customers via your website, Facebook Messenger, WhatsApp, Telegram and SMS. Connect your chatbot and automate parts of your customer interactions. Born and hosted in Germany. Userlike keeps your and your customers' data safe with a 100% GDPR-compliant communication solution. Learn more about Userlike

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
Cloud contact center platform with omnichannel routing, workforce management, digital experiences, and analytics and AI for CX.
NICE CXone Mpower is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement. With NICE CXone Mpower, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten, proprietary AI developed specifically to optimize CX. Learn more about CXone Mpower

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence
SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you.
SolarWinds Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications. Learn more about SolarWinds Service Desk

Features

  • Surveys & Feedback
  • Automated Routing
  • Call Center Management
  • CRM
  • Queue Management
  • Reporting & Statistics
  • Knowledge Base Management
  • Alerts/Escalation
  • Conversation Intelligence

Customer Service Software Buyers Guide

What is customer service software?

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 organizations assess the quality of their customer service.

The benefits of customer service software

Customer service software supports businesses in managing and maintaining a relationship with customers. The solution can help you realize the following benefits:

  • 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 centralized 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 standardized 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 organizes 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 customizable 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.

Typical features of customer service software

  • Knowledge base: Build and manage a centralized, searchable repository of information regarding frequent and previously asked queries as well as the responses.
  • Support ticketing: Track interactions and autogenerate 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 wait 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.

Considerations when purchasing customer service software

  • 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 centralize 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 utilized.
  • 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, categorize, 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.