Starting on the quest for the best third-party customer support software in 2024 is not merely a strategic move but a pivotal decision grounded in the evolving landscape of customer experience. As we navigate this digital era, the significance of customer-centric solutions becomes even more pronounced.
Recent statistics underscore this reality, revealing that in 2024, an overwhelming 86% of buyers expressed a willingness to pay a premium for a superior customer experience. Join us on this journey as we unravel the world of third-party software support platforms, designed to elevate customer support to unparalleled heights.
16 Best Third-Party Customer Support Software
1. Saufter.io
Rating:⭐5.0
Pricing: Custom pricing
If you’re seeking a robust solution for third-party customer support, look no further than Saufter.io. Saufter.io stands out as a versatile and efficient customer support software designed to enhance your service delivery and streamline your support processes.
Key Features
- Unified Support Hub: Saufter.io offers a centralized hub for managing all customer support interactions. Streamline your communication channels, from emails to live chat, ensuring no customer concern goes unnoticed.
- Intelligent Ticketing System: Leverage Saufter.io’s smart ticketing system to organize and prioritize support requests efficiently. Assign tickets, set deadlines, and collaborate seamlessly within the platform.
- Multi-Channel Integration: Connect with your customers across various channels effortlessly. Saufter.io supports integration with email, chat, social media, and more, providing a unified view of customer interactions.
- Automation and AI Integration: Boost your team’s productivity with automation features and integrate AI capabilities for smarter ticket categorization and faster issue resolution.
- Detailed Analytics and Reporting: Attain valuable insights into your support operations with Saufter.io’s robust analytics tools.
2. Help Scout
Rating: ⭐4.4
Pricing: A free trial is available & paid plans start from $20/month
Navigating the complex landscape of customer service requires a tool that is comprehensive, user-friendly, and adaptable. Help Scout emerges as the top choice for growing teams seeking an all-in-one customer service software solution.
Key Features
- Unified Communication: Manage email, live chat, and social media inquiries seamlessly in one centralized tool, providing convenience for customers and efficiency for support teams.
- Customizable Help Center: Empower customers to find answers independently with a customizable help center featuring Docs, reducing the workload for support teams.
- Saved Replies and AI Assistance: Enhance response times with saved replies and utilize AI features like summarization and assistance to streamline communication and polish responses.
- Agent-Focused Features: Features like collision detection prevent duplicate replies, ensuring a smoother customer experience, while customer profiles offer insights into past interactions for personalized support.
- Proactive Support and Analytics: Engage customers proactively during critical moments and gather valuable feedback through messages and micro surveys
3. HelpDocs
Rating: ⭐4.3
Pricing: A 14-day free trial is available & paid plans start from $69/month
HelpDocs stands as a beacon for organizations aiming to empower customers with self-service solutions. Its intuitive platform allows businesses to create and customize robust help centers, fostering a culture of independence and reducing the burden on support teams.
Key Features
- Customizable Knowledge Base: Tailor your help center to match your brand and provide a personalized experience for your users.
- Rich Media Integration: Enhance articles with images, videos, and GIFs to create engaging and informative content that resonates with your audience.
- Instant Search Functionality: Enable your users to find answers quickly through a powerful and efficient search feature, ensuring a seamless experience.
- User Feedback and Analytics: Gather insights into your user’s behavior and receive feedback to continuously improve your documentation and address specific needs.
- Responsive Design: Ensure a seamless experience across devices with a responsive design that adapts to various screen sizes, keeping your users engaged.
4. Olark
Rating: ⭐4.3
Pricing: A free trial is available & paid plans start from $29/month.
Olark takes customer interactions to the next level with its live chat capabilities. Enabling real-time conversations, Olark facilitates instant engagement, personalized support, and valuable insights into customer needs, making it an invaluable asset for businesses focused on immediate and responsive assistance.
Key Features
- Real-time Chat: Engage with your customers instantly through live chat, fostering immediate communication and addressing their queries promptly.
- Customizable Chat Box: Tailor the chat box to align with your brand, creating a cohesive and branded chat experience that reflects your identity.
- Visitor Insights: Gain valuable insights into your visitor’s behavior and preferences to personalize interactions and improve engagement.
- Automated Messages: Set up automated messages to initiate conversations or provide assistance based on your user’s actions, enhancing proactive support.
- Integration Capabilities: Integrate Olark with other tools and platforms to streamline your workflows and centralize information, ensuring efficiency in your operations.
5. Aircall
Rating:⭐4.3
Pricing: Paid plans start from $30/license
Aircall redefines communication with its cloud-based phone system designed for modern customer support. This software ensures seamless collaboration among support agents, integrates with popular CRM tools, and offers advanced call analytics, optimizing the telephony aspect of customer service.
Key Features
- Cloud-Based Phone System: Benefit from a flexible and scalable phone system accessible from anywhere, allowing you to stay connected on the go.
- CRM Integration: Seamlessly connect Aircall with your CRM tools for a comprehensive view of customer interactions, enhancing your understanding of their needs.
- Advanced Analytics: Gain insights into call data, performance metrics, and trends for informed decision-making, empowering you to make strategic choices.
- Collaborative Features: Enhance teamwork with features like shared inboxes and collaborative notes on customer interactions, fostering collaboration within your team.
- Call Routing and Queues: Optimize call distribution with intelligent routing and efficient queuing systems, ensuring your calls are handled effectively.
6. Zendesk
Rating: ⭐4.3
Pricing: Paid plans start from $55/month
Zendesk emerges as a comprehensive customer support solution, offering a unified platform for ticketing, live chat, and knowledge base management. Its versatility, coupled with AI-driven automation and analytics, positions Zendesk as a go-to choice for businesses seeking an all-encompassing support ecosystem.
Key Features
- Unified Help Desk: Consolidate your customer interactions from various channels into a centralized help desk, simplifying your support operations.
- AI-Driven Automation: Leverage AI to automate routine tasks, categorize tickets, and enhance overall efficiency, freeing up your time for more strategic activities.
- Multi-Channel Support: Provide support across email, chat, phone, and social media through a single platform, streamlining your support efforts.
- Knowledge Base Management: Build and manage a robust knowledge base for your customers and internal use, ensuring easy access to relevant information.
- Custom Reporting and Analytics: Generate customized reports and utilize analytics tools to measure and improve performance, giving you actionable insights.
7. Freshdesk
Rating: ⭐4.4
Pricing: A free plan is available
Freshdesk takes a customer-first approach by providing a scalable and intuitive helpdesk solution. From multi-channel ticketing to automation, Freshdesk streamlines support workflows. Its user-friendly interface ensures that both customers and support teams can navigate the platform with ease.
Key Features
- Multi-Channel Ticketing: Manage your customer queries from multiple channels within a unified ticketing system, ensuring a consistent and efficient support experience.
- Automation and AI: Automate repetitive tasks and use AI-powered features for smarter and quicker issue resolution, boosting your team’s productivity.
- Self-Service Options: Empower your customers with self-service options, including a knowledge base and community forums, promoting user independence.
- Multi-Language Support: Reach a global audience by providing support in multiple languages, catering to the diverse needs of your customer base.
- Mobile Accessibility: Access and manage your support activities on the go through mobile-friendly interfaces, ensuring flexibility in your operations.
8. Text-Em-All
Rating: ⭐4.8
Pricing: A free plan is available & monthly plans start at $10
Dive into the world of Text-Em-All, a cutting-edge platform designed to revolutionize your third-party software support. With its focus on efficient communication, Text-Em-All ensures that your support interactions are streamlined and effective. Discover a new world of communication efficiency.
Key Features
- Mass Texting and Calling: Effortlessly reach a large audience through Text-Em-All’s mass texting and calling feature, ensuring efficient communication.
- Contact Management: Streamline your outreach by effectively organizing and managing contacts in one centralized hub with Text-Em-All.
- 2-Way Texting: Foster dynamic communication with recipients through 2-way texting, enabling interactive conversations between your team and contacts.
- Analytics and Reporting: Make data-driven decisions with Text-Em-All’s analytics and reporting features, gaining valuable insights into the performance of your texts and calls.
- Comprehensive Features: Explore a suite of powerful features, including automation, scheduling, keywords, API access, and seamless integrations, providing a versatile solution for your communication needs.
9. Helpshift
Rating: ⭐4.3
Pricing: A free plan is available & paid plans start from $150/month
Welcome to Helpshift, a game-changer in the realm of third-party software support. Offering innovative solutions, Helpshift is dedicated to enhancing your support processes, ensuring a seamless experience for both your team and customers. Experience support transformation like never before.
Key Features
- Tailored In-App Support: Enjoy a seamless support experience with Helpshift, focusing specifically on delivering efficient in-app support designed for mobile applications.
- Chat and Self-Service Convenience: Access support effortlessly through chat and self-service channels, providing you with flexible options to address your queries and concerns.
- Comprehensive Agent Desktop: Benefit from a unified desktop, giving you a holistic view of your data and interaction history, and empowering you with contextual support for more effective assistance.
- Cost-Effective Use-Based Pricing: Experience flexibility with Helpshift’s adaptable, use-based pricing, ensuring you only pay for the services you need, making it a cost-effective and scalable solution.
- User-Friendly Setup and Support: Navigate the platform effortlessly with a straightforward setup process and robust support from the Helpshift team, making it an excellent choice for effective in-app support for your mobile properties.
10. HubSpot Service Hub
Rating: ⭐4.4
Pricing: A free plan is available & paid plans start from $18/month
Elevate your third-party software support strategy with HubSpot Service Hub. This comprehensive service suite is crafted to empower your support teams, providing tools and features that redefine the way you engage with your users. Unleash the full potential of your support capabilities.
Key Features
- Unified Ticketing System: Easily manage all your customer inquiries in one place, giving you a clear overview and making it simple to resolve issues promptly.
- Automation and Workflows: Streamline your support processes effortlessly, allowing you to focus on more complex tasks while routine activities are taken care of automatically.
- Knowledge Base and Self-Service Tools: Empower yourself with access to a wealth of information and self-help resources, reducing the need for constant assistance and letting you find solutions independently.
- Multi-Channel Support: Connect with support on your terms – whether it’s through chat, email, or other channels, ensuring you receive assistance wherever you feel most comfortable.
- Customer Feedback and Survey Tools: Share your thoughts and experiences effortlessly, helping the platform improve based on your feedback and ensuring you have a say in the evolution of your support services.
11. Salesforce Service Cloud
Rating:⭐4.3
Pricing: Plans start from $25/month
Unleash the potential of your third-party software support with Salesforce Service Cloud. As a dynamic and versatile solution, Salesforce Service Cloud enables you to deliver exceptional support experiences and build lasting customer relationships. Elevate your support services to new heights.
Key Features
- Case Management: Efficiently track and resolve customer issues with a centralized system, ensuring no concern slips through the cracks.
- Knowledge Base: Access a comprehensive repository of information, empowering you to find solutions independently and reducing the need for constant support.
- Multi-Channel Support: Connect with support through various channels, including email, social media, and chat, providing flexibility in seeking assistance.
- Service Analytics: Leverage powerful analytics tools to gain insights into customer interactions, allowing for continuous improvement in service delivery.
- Automation and AI: Enhance efficiency with automation and AI features that streamline routine tasks, allowing your support team to focus on more complex and strategic aspects of customer service.
12. LiveAgent
Rating: ⭐4.5
Pricing: A free trial is available & paid plans start from $9/agent
Step into the world of LiveAgent, where third-party software support reaches new heights. LiveAgent combines versatility and efficiency, offering a robust set of features to streamline your support processes and enhance customer satisfaction. Embrace a support platform that adapts to your needs.
Key Features
- Unified Ticketing System: LiveAgent offers a centralized ticketing system, allowing you to handle all customer inquiries from a single interface.
- Live Chat Capabilities: From customizable chat buttons and proactive chat invitations to real-time typing views, LiveAgent ensures real-time communication to enhance conversion rates.
- Inbound Call Center: From automatic callbacks and call routing to call transfers and unlimited call recordings, it’s a comprehensive solution for telephonic customer support.
- Social Media Integration: Enhance your social media customer service with LiveAgent’s integration with platforms like Facebook, Twitter, Instagram, and Viber.
- Robust Reporting and Analytics: Evaluate agent performance, track SLA compliance, and generate comprehensive reports on various aspects, enabling data-driven decision-making.
Recommend read: Live Agent Pricing – Which Plan Is The Best
13. ServiceNow
Rating:⭐4.4
Pricing: Contact ServiceNow
Revolutionize your approach to third-party software support with ServiceNow. This platform is designed to optimize support workflows, improve response times, and ensure that your support teams operate at peak efficiency. Experience support management at its finest.
Key Features
- IT Service Management (ITSM): ServiceNow provides robust ITSM capabilities, allowing businesses to streamline and automate their IT service delivery processes.
- Customer Service Management (CSM): With a focus on customer-centricity, ServiceNow’s CSM module enables businesses to deliver exceptional customer service.
- Workflow Automation: ServiceNow excels in workflow automation, allowing organizations to design, automate, and optimize their business processes.
- Service Portal: It facilitates easy navigation, self-service options, and personalized views, contributing to a more intuitive and engaging customer support experience.
- Performance Analytics: ServiceNow offers robust analytics capabilities to help organizations track and measure the performance of their customer support operations.
14. Zoho Desk
Rating:⭐4.4
Pricing: A free plan is available
Experience the future of third-party software support with Zoho Desk. Tailored to meet the evolving needs of support teams, Zoho Desk provides a range of features that simplify ticket management, communication, and collaboration. Navigate the future of support seamlessly.
Key Features
- Multi-Channel Support: With Zoho Desk, you can effortlessly manage customer inquiries from various channels, including email, chat, phone, and social media, all from a centralized platform.
- Ticketing System: Experience a streamlined ticketing system that allows you to organize, prioritize, and assign tickets efficiently.
- Self-Service Options: Empower your customers to find answers on their own with Zoho Desk’s knowledge base and self-service portals.
- Automation and Workflows: It enables you to automate routine processes, ensuring that your team can focus on more complex customer issues, leading to faster query resolution.
- Customer Satisfaction (CSAT) Analytics: Monitor and analyze customer feedback, track response times, and identify areas for improvement, allowing you to refine and enhance your support services continually.
15. Jira Service Management
Rating:⭐4.2
Pricing: A free plan is available & paid plans start from $22.05/agent
Enter a realm of seamless support operations with Jira Service Management. This software is crafted to enhance your third-party software support strategy, offering advanced features for issue tracking, collaboration, and efficient problem resolution. Elevate your support game with Jira.
Key Features
- Intuitive Service Desk: Jira Service Management provides a centralized platform for tracking, prioritizing, and resolving tickets, ensuring a seamless support experience.
- Advanced Ticketing System: Benefit from Jira’s robust ticketing system, offering customizable workflows and automation. Tailor your ticketing processes to align with your specific business requirements, improving the efficiency of your support team.
- Self-Service Portals: Enable users to find solutions independently, reducing the volume of incoming tickets and enhancing overall customer satisfaction.
- Automation Rules and SLAs: Streamline your support processes by automating repetitive tasks and setting up Service Level Agreements (SLAs).
- Real-Time Collaboration: Foster collaboration among support agents, developers, and other teams, facilitating quicker problem resolution and providing a cohesive support experience.
16. Buffer
Rating:⭐4.3
Pricing: A free plan is available
Transform your third-party software support approach with Buffer. Designed to simplify social media management, Buffer empowers your support teams to efficiently handle customer inquiries, engage with users, and maintain a strong online presence. Strengthen your support through social media expertise.
Key Features
- Effortless Social Media Scheduling: With Buffer, you can schedule your social media posts across various platforms in advance.
- Engagement Tracking and Analytics: Buffer provides analytics and engagement tracking tools, allowing you to measure the impact of your posts, understand your audience better, and refine your social media strategy.
- Team Collaboration and Approval Workflow: Buffer offers collaborative features and approval workflows, streamlining the process of creating, reviewing, and publishing content across team members.
- Content Recommendation and Creation: Discover relevant content to share with your audience through Buffer’s content recommendation features.
- Social Media Monitoring and Listening: It provides social media monitoring tools, enabling you to listen to conversations, respond promptly, and manage your brand’s online reputation.
Final Words
In conclusion, navigating the vast landscape of third-party customer support software is no small feat, but armed with the knowledge of the 16 best options in 2024, you’re well-equipped to elevate your customer service game. The key lies in selecting the one that aligns seamlessly with your business needs and empowers your team to deliver exceptional customer experiences. With these cutting-edge tools at your disposal, you’re not just resolving issues – you’re cultivating lasting relationships and setting the stage for sustained success in customer service excellence.
