The 10 Best Customer Support Tools to in 2024

Providing prompt customer service is critical to your business. The right customer service software will help you optimize customer support, make a positive difference, and set you up for success.

We’ve compiled a list of some of the best tools for customer support to help make your quest for one easier. 

These tools have everything from ticket management to live chat and knowledge base management.  Whether a small business or a large enterprise, you need a customer support tool that supports your unique needs. 

The list of customer service software tools we’ve put together will make the choice easy. Pick one that helps you deliver exceptional customer service, track team performance, and build lasting relationships with your valued customers. 

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What Should You Look for in Customer Support Tools?

When you start looking for customer support tools, you’ll find plenty of choices available, with some tools designed to cater to particular functions or market sectors. To find the best customer service software for your business, let’s start by understanding what you should look for in a customer support tool. 

  • Ease of use: The customer support tool you choose should be intuitive and user-friendly for support agents and customers. A simple and intuitive interface will help you quicken response time and improve the efficiency of your team
  • Omnichannel support: Look for customer support tools that support various communication channels such as email, live chat, social media, phone, and messaging apps. With the availability of multiple channels, you will build lasting relationships with your customers by supporting them on the channel of their choice
  • Automation and AI: Customer support software offers automation capabilities, chatbots, and AI-driven features, which will handle routine tasks, provide instant responses, and route queries to the correct department or agent. This will improve support efficiency and reduce response times
  • Ticketing: A robust ticketing system helps organize and prioritize customer inquiries. The tool you choose should offer features such as ticket categorization, assignment, tracking, and escalation
  • Integrations: Choose a customer support tool that integrates seamlessly with your existing CRM, helpdesk software, and other essential apps you use every day 
  • Reporting and analytics: Look for tools that offer robust reporting and analytics. Insights into customer interactions, response times, resolution rates, and customer satisfaction metrics will help you identify trends and improvement areas 
  • Customization and scalability: Choose customizable tools to adapt to your specific business needs and scale as your customer base grows
  • Security and compliance: Data security and compliance with regulations (such as GDPR) are critical. Ensure that the tool adheres to industry-standard security protocols and handles sensitive customer information securely
  • Customer feedback and survey: Check if the tool has features for gathering customer feedback and conducting surveys, as this data provides valuable insights to improve your services and products
  • Cost and support: Consider the cost of the customer support tool against its features and the support provided by the vendor. Ensure there is reliable customer support available in case of any issues or queries
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The 10 Best Customer Support Tools in 2024

Here’s the list of the top 10 customer support tools for providing the best customer support experience in 2024. We’ll cover their best features, limitations, pricing, and ratings.

1. ClickUp

ClickUp Views
Explore ClickUp to manage your customer support with the power of AI, 15+ views, and task automations

ClickUp is a popular all-in-one project management software. It has everything an organization will need to manage projects effectively and help teams collaborate seamlessly, including a customer support solution.

ClickUp’s Customer Service Software is a holistic customer support solution that offers robust capabilities to manage customer support from end to end. The tool’s multiple assignees feature enables you to assign multiple people to a task if you need more than one person’s input to resolve an issue. 

Discuss tickets across customer service agents in different teams as they help to speed up resolution time. For example, if you are a construction supplies business and you get a customer complaint about the quality of supplies, delays in delivery, and wrong billing.

ClickUp enables you to quickly tag the relevant team members—production team for quality issues, logistics for delayed delivery, and finance for billing queries—to resolve the issue.

ClickUp’s customer support tool has custom fields to track tasks based on issues and a native customer relationship management (CRM) solution to improve customer relationship management.

clickup customer support template
Capture important information from your customers with a built-in form to track feedback

ClickUp’s Customer Support Template helps with quality customer experience. The template reduces customer support costs and offers faster response times with features like organization and prioritization of customer queries. 

With elements such as Custom Statuses, Custom Fields, Custom Views, and Project Management, the support template improves customer service.

ClickUp best features

  • Create custom automation for consistent actions
  • Add multiple assignees to tasks for quick resolution
  • Set custom fields based on your needs, such as adding customer information and numerical fields for easy calculation 
ClickUp 3.0 Setting Task Priority
Quickly set Task Priority within a task to communicate what needs attention first
  • Sort tasks with ClickUp Priorities using four flags—urgent, high, normal, and low—and focus on what matters
  • Organize tasks with custom tags and apply filters to stay on top of things

ClickUp limitations

  • Steep learning curve at the beginning

ClickUp pricing

  • Free Forever
  • Unlimited: $7 per user per month
  • Business: $12 per user per month
  • Enterprise: Contact for pricing
  • ClickUp Brain: Available on all paid plans for $5/Workspace member/month

ClickUp ratings and reviews

  • G2: 4.7/5 (2,000+ reviews)
  • Capterra: 4.7/5 (2,000+ reviews)

2. LiveAgent

Screenshot of LiveAgent's tickets
via LiveAgent

LiveAgent started as a live chat software and has become a multi-channel customer support product. 

The platform offers an omnichannel inbox to help you find customer conversations from various channels in one place. LiveAgent also provides automation and integration options to improve productivity and enhance the customer experience. 

 Manage email, chat, phone, and social media support channels with LiveAgent.

LiveAgent best features

  • 130+ ticketing features, 200+ integrations
  • Improves agent productivity
  • Unified customer-specific view of chats and tickets 

LiveAgent limitations

  • Does not have a chatbot
  • Users report frequent glitches

LiveAgent pricing

  • Free trial available 
  • Small: $9 per user per month
  • Medium: $29 per user per month
  • Large: $49 per user per month
  • Enterprise: $69 per user per month

LiveAgent ratings and reviews

  • G2: 4.5/5 (1400+ reviews)
  • Capterra: 4.7/5 (1500+ reviews)

3. Document360

Document360 software documentation tool
via Document360

Document 360 is a self-service knowledge base software that streamlines the process of creating, organizing, and sharing knowledge within your organization. It is a user-friendly platform that emphasizes providing customer support through self-service. 

Implement customer service software such as Document 360 to reduce the workload on customer service teams, improve website traffic, and enhance customer self-service.

Document360 best features

  • Filters content to show relevant information
  • Adds domains for increased security
  • Provides on-demand contextual help to customers
  • Version control to effectively manage content 

Document360 limitations

  • Integration with other tools is tricky
  • Difficult to set up 
  • No mobile app

Document 360 pricing

  • Free forever
  • Standard: $199 per project per month
  • Professional: $399 per project per month
  • Business: $529 per project per month
  • Enterprise: $799 per project per month

Document 360 ratings and reviews

  • G2: 4.7/5 (300+ reviews)
  • Capterra: 4.7/5 (190+ reviews)

4. Zendesk

Zendesk Dashboard
via Zendesk

Zendesk offers support solutions for businesses of all sizes. The Zendesk support offering is divided into foundational support plans and Zendesk suite plans. 

The foundational support plans include a shared inbox and basic collaboration tools. Zendesk’s suite plans offer additional channels like voice, live chat, self-service, automation capabilities, productivity tools, and advanced features like chatbots. 

With Zendesk, effectively manage customer interactions, automate workflows, and provide personalized support.

Zendesk best features

  • 100+ out-of-the-box integrations
  • Multi-channel support
  • Helpdesk and a CRM solution
  • Reporting and analytics

Zendesk limitations

  • Primitive interface
  • Advanced features are available only in higher plans

Zendesk pricing

  • Free trial available
  • Support Team: $19 per agent/month
  • Support Professional: $55 per agent/month
  • Support Enterprise: $115 per agent/month

Zendesk ratings and reviews

  • G2: 4.3/5 (5500+ reviews)
  • Capterra: 4.4/5(3500+ reviews)

5. Hootsuite

Hootsuite Dashboard
via Hootsuite

Hootsuite is a social media marketing platform that enables you to provide social customer service.  Engage with customers across multiple social channels, track campaign performance, and deliver good customer service using Hootsuite. 

Respond to customer inquiries, resolve issues, and forge strong customer relationships by streamlining your social media efforts. 

Hootsuite best features

  • Universal social media inbox
  • Schedule posts across multiple social media profiles from a single place
  • Unlimited posts with all plans

Hootsuite limitations

  • Cluttered interface
  • Social listening could be deeper
  • Limited customer service 

Hootsuite pricing

  • Free trial available
  • Professional: $99 per month
  • Team: $249 per month
  • Enterprise: Custom pricing

Hootsuite ratings and reviews

  • G2: 4.1/5 (4000+ reviews)
  • Capterra: 4.4/5 (3500+ reviews)

6. HiverHQ

HiverHQ Dashboard
via Hiver

HiverHQ is a Gmail-based helpdesk; it’s a customer support tool that combines email, live chat, helpdesk, and voice communication within your Gmail inbox.

Sitting inside Gmail, HiverHQ helps you respond to customer queries faster and more accurately. Your customer service teams don’t have to waste time switching between multiple apps to support your customers. HiverHQ also comes with a WhatsApp integration.

HiverHQ best features

  • Auto-assign live chats
  • Integrate with Asana, Slack, Zapier, QuickBooks, Jira, and Salesforce
  • Schedule data exports

HiverQ limitations

  • Might be expensive for small businesses
  • Some users report frequent lagging issues

HiverHQ pricing

  • Free trial available
  • Lite: $15 per month
  • Pro: $39 per month
  • Elite: $59 per month
  • Custom pricing available on request for businesses with more than 50 users

HiverHQ ratings and reviews

  • G2: 4.6/5(800+ reviews)
  • Capterra: 4.6/5(150+ reviews)

7. Freshdesk

FreshDesk Platform example
via FreshDesk

A cloud-based customer service software by Freshworks, Freshdesk provides omnichannel support. It comes with ticketing, automation, self-service, customization, and collaboration features. 

Leverage Freshdesk to support your customers on the channel of their choice. 

Freshdesk best features

  • AI-powered customer support
  • Round-robin routing
  • Robust automation and reporting
  • 1000+ integrations

Freshdesk limitations

  • Analytics are available on higher-end plans only

Freshdesk pricing

  • Free forever
  • Growth: $15 per agent/month
  • Pro: $49 per agent/month
  • Enterprise: $79 per agent/month

Freshdesk ratings and reviews

  • G2: 4.4(3000+ reviews)
  • Capterra: 4.5(3000+ reviews)

8. Sprout Social

Sprout Social Dashboard
via Sprout Social

Sprout Social is a customer service tool for businesses that receive support requests through social media channels. Use Sprout Social to manage customer requests from all your social channels in one place. 

The platform offers scheduling capabilities, allowing you to plan and publish content across different social media platforms. 

Sprout Social best features

  • AI assistance for tone and length of responses
  • Scheduling available for optimal send times
  • Analytics and reporting

Sprout Social limitations

  • Expensive
  • Limited social media profiles per plan
  • Steep learning curve 

Sprout Social pricing

  • Free trial available
  • Standard: $249 per month
  • Professional: $399 per month
  • Advanced: $499 per month
  • Enterprise: Contact for pricing

Sprout Social ratings and reviews

  • G2: 4.4/5(2600+ reviews)
  • Capterra: 4.4/5(500+ reviews)

9. Help Scout

Help Scout Dashboard
via Help Scout

Help Scout offers a shared inbox, help center, live chat, AI features, and more. It provides features like workflows and saved replies to automate manual tasks and save your team’s time. 

Self-service tools like Beacon enable customers to find answers independently, reducing support volumes. Help Scout also offers robust reporting to gain insights into performance and improve the overall customer and agent experience.

Help Scout best features

  • Customer service solutions to store and manage customer data
  • 10 knowledge bases to organize help content
  • Automated workflow
  • Native mobile apps

Help Scout limitations

  • Reporting is cumbersome and difficult to navigate
  • Poor spam filters and search option
  • Lack of native phone support

Help Scout pricing

  • Free trial available
  • Standard: $20 per user/month
  • Plus: $40 per user/month
  • Pro: $65 per user/month

Help Scout ratings and reviews

  • G2: 4.4/5 (300+ reviews)
  • Capterra: 4.6/5 (200+ reviews)

10. Intercom

Intercom Dashboard
via Intercom

Intercom combines live chat, AI chatbot, helpdesk, proactive support, and an omnichannel solution into a single platform. 

Intercom helps you manage customer queries across various channels from a single place and helps several customers simultaneously. Its robust automation capabilities will help you streamline repetitive tasks and engage customers with targeted messages. 

Intercom best features

  • AI assistant to summarize conversations, change the tone, and expand replies
  • Robust automation and analytics
  • Self-service support in multiple languages
  • Manage all customer communication from a single app

Intercom limitations

  • Per-seat pricing makes it costlier for small businesses and multiple add-ons
  • Product tours are tricky

Intercom pricing

  • Free trial available
  • Essential: $39 per seat/month
  • Advanced: $99 per seat/month
  • Expert: $139 per seat/month

Intercom ratings and reviews

  • G2: 4.5/5 (2800+ reviews)
  • Capterra: 4.5/5 (1000+ reviews)
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Choosing a Customer Support Tool That Works Best for You

The list of customer service tools above is not exhaustive but focuses on an array of tools that will suit businesses of all sizes. We’ve compiled this guide to help you choose tools for customer support that work best for your team and customer support needs. 

Before committing to a tool, it’s wise to try it out first. Take advantage of free trials or demos and assess if the tool aligns with your business needs. Check with your support team and understand their needs and preferences to make an informed choice.

If you are looking for a one-stop shop that will help with project management, collaboration, and customer support, ClickUp is the best pick. ClickUp Customer Software is intuitive and intelligent and enables excellent collaboration across teams. 

With features like automation, AI, and ready-to-use templates, ClickUp empowers your customer support team to go the extra mile and resolve customer queries faster. 

ClickUp offers multiple features to help your customers and support team and a platform where every team in your organization will work together efficiently. Sign up to explore more benefits.

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