The 19 Best Customer Service Tools for Every Support Team - Help Scout (2024)

Customer support has become a multifaceted discipline.

Not only are support professionals tasked with interacting directly with customers, they’re also creating self-service content, sending out large-scale communications, and helping customers connect with one another to create peer-to-peer knowledge sharing communities.

Managing all those different responsibilities is made much easier and more efficient with access to the right tools and resources. But with all the possibilities, it can be hard to know where to start when searching for your support stack.

To help make things a little easier, we’ve put together a list of 19 customer service tools to help you create the best support experience possible. Whether you’re just starting out or are a seasoned pro, there’s something on this list that can help improve your performance.

What are the different types of customer service tools?

Before we dive into the list, let’s take a quick look at the types of tools that customer support teams tend to use on a regular basis.

Ticketing system/help desk

Ticketing systems or help desks are software platforms used by support teams to communicate with customers and track incoming requests. They typically bring multiple channels into one shared inbox that can be accessed by the entire team.

The following channels are often managed through a single help desk, though stand-alone products for specific channels also exist:

  • Email: Email is good for non-urgent issues or for requests that may require follow-up.

  • Phone: Phone support is great for issues that need to be handled in real time or for requests that are delicate and can benefit from a more personalized interaction.

  • Live chat: Chat lends itself to issues that can be resolved quickly without a lot of back and forth.

  • Social media: Some help desks support the management of customer requests placed on platforms such as Facebook, Instagram, and Twitter. Stand-alone social media support platforms will also offer the ability to manage and schedule content.

Knowledge base

A knowledge base is a collection of useful information — documentation, how-tos, answers to FAQs, etc. — that make it easy for people to find answers to their problems without needing to ask for help.

Companies use knowledge bases both internally and externally, and knowledge base software is often included as part of a help desk, but stand-alone tools exist as well.

Community forums

Great for companies with an avid online fan base, community forums give customers a place to chat. Beyond general discussion, forums offer the opportunity for customers to crowdsource answers to any issues they may be experiencing.

Incident management

When outages occur, it’s important to find a way to provide regular status updates to your customers. Incident management software provides features like an online portal where people can check the status of your services and get up-to-date info when an issue has occurred.

Video and image capture software

While most operating systems come with a native way to capture screenshots or create a screen recording, dedicated software comes with features that make your images and videos easier to share, store, and track.

Video hosting

Though text-based help articles are great, adding video to your knowledge base can make your content more accessible. Since videos can take up a lot of storage space, you will need to pick a hosting platform. This can be something free, like YouTube, or teams may choose a paid platform that comes with extra features like analytics and editing capabilities.

Bug reporting

When customers write in with an issue that turns out to be a software bug, you’ll need to have a way to escalate them to the correct team for review and resolution. Most development teams will have their own tracking system in place, so you’ll just need to make sure that members of your support team have access to the software. You may also want to investigate whether your development team’s tool can integrate with your help desk.

Presentation tools

To make sure that the customer voice is never lost in the shuffle, it’s important for support teams to give regular cross-company updates. This process is made easier with good presentation software that will allow you to create well-designed decks quickly.

Video conferencing

Whether you’re walking a customer through your product’s onboarding process or hopping on a call with teammates to troubleshoot a bug, video conferencing software is a must for customer service teams. Look for software that provides the ability to screen share and record meetings for those who can’t attend.

The 19 best customer service tools for every support team

Ready to get started? Here are 19 tools that are guaranteed to help your team deliver amazing customer support.

  1. Help Scout

  2. LiveAgent

  3. HubSpot Service Hub

  4. Zendesk

  5. Salesforce Service Cloud

  6. Sprout Social

  7. KnowledgeOwl

  8. Bettermode (formerly Tribe)

  9. Forumbee

  10. Statuspage

  11. CloudApp

  12. Loom

  13. Wistia

  14. Slack

  15. Slab

  16. Zoom

  17. Pitch

  18. Jira

  19. Google Workspace

1. Help Scout

Best customer service tool for small businesses.

Since customer support is a multifaceted discipline, it’s helpful to have a multifaceted tool. Help Scout gives you access to a shared inbox, knowledge base software, live chat, and more. It’s a complete customer service platform.

Features like workflows and saved replies help save your team time by automating manual tasks. Self-service tools like Beacon empower customers to find answers on their own and reduce support volumes for your team.

Robust reporting gives insight into the areas where you’re excelling — and where you have room for improvement — all adding up to a better overall customer and agent experience.

Price: Free trial available. Plans start at $20/user per month.

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2. LiveAgent

Best customer service tool for live chat.

The 19 Best Customer Service Tools for Every Support Team - Help Scout (3)

The 19 Best Customer Service Tools for Every Support Team - Help Scout (4)

As their name suggests, LiveAgent started out with a focus on live support channels — primarily chat. Over the years they’ve developed more tools, creating a multi-channel customer support product.

They have an omnichannel inbox where you can see customer conversations from a plethora of channels. If you take a high volume of calls, you’re able to set up an IVR system. They also offer a number of reporting options to better understand team performance and some automations and integrations to improve productivity.

One thing to note is that many of the features mentioned above aren’t available on their more basic plans.

Price: Free trial available. Plans start at $15/agent per month.

3. HubSpot Service Hub

Best free customer service tool.

The 19 Best Customer Service Tools for Every Support Team - Help Scout (5)

The 19 Best Customer Service Tools for Every Support Team - Help Scout (6)

HubSpot is well known in marketing and sales circles for its CRM and other software tools. In the last few years, they’ve expanded their offering to include customer service software called HubSpot Service Hub.

Service Hub includes a number of basic customer service tools like a shared inbox, a knowledge base builder, and live chat software. You also get access to some collaboration tools like internal notes and some basic automation capabilities.

It’s most powerful if you’re using other HubSpot products, as it integrates seamlessly with the rest of their software offerings.

Price: Free plan available. Paid plans start at $45 per month (includes two users).

Recommended Reading

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4. Zendesk

Best customer service tool for enterprise companies that provide phone support.

The 19 Best Customer Service Tools for Every Support Team - Help Scout (9)

The 19 Best Customer Service Tools for Every Support Team - Help Scout (10)

Zendesk’s support offering is split into two general plan types: foundational support and Zendesk suite. The foundational support plans only include a shared inbox and some basic collaboration tools, but the suite plans support additional channels like voice, live chat, and self-service.

While email and live chat support are pretty common amongst help desks, voice is often handled through a third-party tool. Zendesk Talk is built right into the agent workspace and allows agents to place calls directly from a ticket. The system is capable of recording calls and documenting the recordings and transcripts within a ticket for later review. Depending on the plan, teams can also utilize IVR features to route calls to specific agents or let customers request a callback.

In addition to voice support, Zendesk’s suite plans include features such as automation capabilities, productivity tools like internal notes, and even more advanced features like a chatbot. Zendesk’s functionality is quite impressive; however, given the complexity of implementation, it’s best suited for enterprise companies.

Price: Free trial available. Suite plans start at $49/agent per month.

Recommended Reading

Customer ServiceThe 9 Best Zendesk Alternatives for 2023Zendesk is the biggest, but that doesn’t mean it’s the best. Check out our list of 9 Zendesk alternatives to consider for your support team.

5. Salesforce Service Cloud

Best customer service tool for teams that use Salesforce.

The 19 Best Customer Service Tools for Every Support Team - Help Scout (13)

The 19 Best Customer Service Tools for Every Support Team - Help Scout (14)

Similar to HubSpot, Salesforce is best known for its CRM product. However, they have offered different iterations of customer service software for quite some time. Service Cloud is their current offering, and it’s an omnichannel support tool.

You’re able to handle email, phone, and chat requests all within the platform. You can also automate certain manual tasks with AI-powered workflows, like conversation routing to save your team time. If you’re using another Salesforce product, you’re able to see that information in Service Cloud and even update records directly.

Again, similar to HubSpot, the true value of Service Cloud is being able to connect with the rest of your Salesforce tools.

Price: Free trial available. Plans start at $25/user per month.

Recommended Reading

Customer ServiceBuyer's Guide to Choosing the Right Customer Support ToolUse this guide to identify your specific support software needs, understand the types of solutions to look for and get leadership buy-in.

6. Sprout Social

Best social media customer service tool.

The 19 Best Customer Service Tools for Every Support Team - Help Scout (17)

The 19 Best Customer Service Tools for Every Support Team - Help Scout (18)

Some companies have a decent amount of support requests coming through social media channels. If that’s you, then a dedicated social media tool might make sense.

With Sprout Social, you can manage customer requests from all your social channels in one place. For teams with dedicated support social profiles, Sprout lets you schedule content so that you don’t have to log into each platform to post.

Price: Free trial available. Plans start at $249 per month.

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7. KnowledgeOwl

Best customer service tool for teams that need a stand-alone knowledge base.

If your company only needs a knowledge base, then a stand-alone tool like KnowledgeOwl could be a helpful addition to your tech stack. The platform lets teams create customizable knowledge bases with the help of a WYSIWYG editor.

The tool is equipped with user roles and permissions, making it appropriate for internal or external use. For those interested in proactive support, you can allow users access to articles throughout your website or application using the software’s contextual help widget. The widget also includes a contact form for moments when your customers require additional help.

A few other notable features of KnowledgeOwl are its versioning, export, and file hosting abilities. These features are often missing from knowledge base software included with help desks, or if they are available, they come at a premium cost.

Price: Free trial available. Plans start at $79 per month.

Recommended Reading

Customer ServiceHow to Create and Organize a Knowledge BaseYour knowledge base is one of the hardest working members of your team. Putting effort and energy into great knowledge base articles and organization helps it work even more efficiently.

8. Bettermode (formerly Tribe)

Best customer service tool for building an online community.

The 19 Best Customer Service Tools for Every Support Team - Help Scout (23)

The 19 Best Customer Service Tools for Every Support Team - Help Scout (24)

Bettermode (formerly Tribe) is a tool that helps you empower peer-to-peer knowledge sharing by creating your very own online community. Basically, you’re creating a message board of sorts where customers can post and respond to each others’ inquiries.

As anyone working in support knows, there are certain customers who are almost as well-versed in your product as you are, making them an incredible resource. With a tool like Bettermode, customers get access to that resource, giving them another avenue to get assistance when they need it most.

The price point for Bettermode can be pretty steep for smaller businesses, but it might be useful for larger companies whose online community requires a robust platform.

Price: Plans start at $599 per month.

9. Forumbee

Best customer service tool for teams focused on self-service.

The 19 Best Customer Service Tools for Every Support Team - Help Scout (25)

The 19 Best Customer Service Tools for Every Support Team - Help Scout (26)

If your company’s support strategy is centered around self-service, ForumBee is an interesting tool to look into. The platform offers both community forums and knowledge base capabilities, giving your customers the opportunity to quickly access important information on their own, while still offering a space for direct communication with your company and other customers.

The software comes with event calendars, user profiles, private messaging, integrations, and reporting dashboards to help you monitor user engagement.

Given that Forumbee supports both public and private implementations of their product, the platform could also be an ideal choice for creating an internal knowledge base and community for employees.

Price: Free trial available. Plans start at $250 per month.

10. Statuspage

Best customer service tool for incident communication.

Sometimes there’s a large-scale issue that requires quick communication to a lot of customers. With StatusPage, you’re able to update your status easily and efficiently.

You can provide updates on your product as a whole or by individual feature. Customers can also see what your average uptime is, as well as see past incidents to further improve confidence in your team and product.

Price: Free plan available. Paid plans start at $29 per month.

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Customer ServiceCommunicating With Customers During a System OutageFollow these tips and use this customizable outage notification template to delight customers with exceptional service even when your system is down.

11. CloudApp

Best customer service tool for capturing screenshots and screencasts.

Including images in a response can bring an additional level of clarity that words alone often can’t. A tool like CloudApp allows you to take high-quality screenshots and screencasts to provide that additional context to your customers.

You’re also able to mark up screenshots with text and images to provide further clarity. Each image or video generates a link, meaning you no longer have to upload files to customer conversations, making the whole process that much faster.

They also have an easy-to-use GIF maker to create short loop videos for instances when you need more than a picture.

Price: Free plan available. Team plans start at $8/user per month.

12. Loom

Best customer service tool for video walkthroughs.

With Loom, you can create videos that are embedded onto other screens to provide crystal-clear support for complex issues. You can navigate around the screen during the video, which makes it easy to point out exactly where a customer may need to look to solve a problem.

A link is created for each video, which makes sharing quick and painless. You can also see when and how much of your video someone has viewed, both of which can be useful in a support interaction.

Price: Free plan available. Paid plans start at $12.50/creator per month.

13. Wistia

Best customer service tool for adding video to your knowledge base.

You can think of Wistia as a supercharged YouTube but with some specific benefits for support. Many businesses — ourselves included — use Wistia to add video content to knowledge base articles. It’s great because, similar to Loom, you’re able to get analytics like total views and length of time someone watched a video.

Those insights can tip you off to how effective your content is. You’re also able to add chapters to let viewers easily navigate to the parts of your video most relevant to them, saving them time and energy, all while delivering the information they need most.

Price: Free trial available. Plans start at $19 per month.

14. Slack

Best internal customer service tool.

The 19 Best Customer Service Tools for Every Support Team - Help Scout (29)

The 19 Best Customer Service Tools for Every Support Team - Help Scout (30)

As remote work and distributed teams have become more common, so has the need for a tool that allows asynchronous communication. The tool of choice for many companies is Slack.

With Slack, you’re able to exchange messages one-to-one or in group channels that people choose to join. It’s a great way to cut down on the number of emails you send and receive. Outside of general communication, Slack is a great place for companies to manage IT and other internal support requests.

Beyond internal communication, many support platforms like Help Scout and Zendesk integrate with Slack. Slack channels can receive notifications when a conversation is created, updated, replied to, or closed. This can be especially helpful for smaller teams where folks outside of customer support may need visibility into customer communications.

Price: Free plan available. Paid plans start at $7.25/user per month.

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Customer ServiceThe 6 Best Remote Collaboration Tools for Customer Service TeamsLearn more about the six remote collaboration tools that Help Scout's Customers team uses to communicate asynchronous and collaborate across teams.

15. Slab

Best customer service tool for creating an internal knowledge base.

We know how powerful a good knowledge base can be for customers, so why not create something similar for internal use? Slab is a tool designed to help companies centralize their knowledge.

It’s great for information like org charts, employee handbooks, and general contact information. Teams can also store notes from meetings, record operating procedures, and even use it as a project management tool. Slab lets you create checklists and assign tasks to project collaborators, and it allows teams to work on the same document simultaneously.

Slab’s pricing is quite reasonable compared to other internal knowledge base solutions. They offer a free plan for up to 10 users, which, despite being limited in features, still might be a good choice for smaller teams.

Price: Free plan available. Paid plans start at $6.67/user per month.

16. Zoom

Best customer service tool for video conferencing.

Though asynchronous communication has its upsides, some conversations need to happen in real time, and Zoom is a great tool for those occasions. You can do voice-only or video calls, and Zoom works equally well for one-to-one and group chats.

We like to use Zoom for one-on-ones and team meetings. We also use it for company meetings and webinars since lots of people can dial into a call without degrading the quality. Further, you can record meetings, so if someone can’t attend live, they’re able to get caught up on their own time.

Price: Free plan available. Paid plans start at $149.90/user per year.

17. Pitch

Best customer service tool for presentations.

You can think of Pitch as a super-charged, web-based version of PowerPoint. With Pitch you can create beautiful presentations or proposals to effectively communicate your ideas.

However, the real differentiators are their collaboration features like comments, reactions, and even the ability to do live meetings in the tool to edit together in real time. We tend to use Pitch to present project ideas or give performance updates.

Price: Free plan available. Paid plans start at $8/member per month.

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Customer ServiceHow To Make the Most of Your Customer Support DataCustomer support data is the universal language that allows you to communicate the influence your team has to the rest of the company.

18. Jira

Best customer service tool for bug reporting.

Though you could report bugs in any number of places, having a dedicated tool helps keep track of them to reduce duplicate work and keep everyone in the loop. Jira is the tool we — and many other teams — use to do that.

You’re able to group incidents, update the status of a bug, and even ping people directly if you need a response quickly. Jira has a lot of additional functionality beyond just bug reporting, but it’s the most common use for support teams.

Price: Free plan available. Paid plans start at $7.75/user per month.

Recommended Reading

Customer Service5 Steps Support Teams Can Take To Get Product Bugs FixedGetting a bug fixed in your product is easier said than done. However, there are a few tactics you can use to improve your chances.

19. Google Workspace

Best customer service tool for team collaboration.

A handful of the tools on this list — Zoom, Pitch, and Slack — are basically paid versions of Google tools. They do have additional functionality and are more robust in general, but if you’re a new team or more budget-conscious, Google’s suite of tools can work in place of some of the tools we mentioned.

You can create an internal knowledge base of sorts using Google Docs. If you need to chat in real time, Google Hangouts is an option. Google Slides lets you create PowerPoint-style presentations, and Google Sheets is great for spreadsheets.

Price: Free trial available. Plans start at $6/user per month.

Foundations of Great ServiceDiscover the tools and techniques used by high-performing customer service organizations in our free, six-part video course.Sign up for free

Working with the best support tools

Customer service is a tough job, but it’s made easier with access to the right tools and resources. Be sure to audit your needs regularly and fill the gaps when necessary with some of the helpful tools above. When you do, everyone involved will be set up for success.

The 19 Best Customer Service Tools for Every Support Team - Help Scout (2024)


The 19 Best Customer Service Tools for Every Support Team - Help Scout? ›

Customer service software includes any tool that helps facilitate customer support, including knowledge bases, messaging apps, automation software, analytics dashboards, and more.

Which tool is most useful in helping customer service? ›

9 essential customer support tools to power your business
  1. Help desk ticketing system. ...
  2. Knowledge base software. ...
  3. Live chat software. ...
  4. Social listening and monitoring tool. ...
  5. Customer feedback survey tool. ...
  6. Internal communication software. ...
  7. Project management tool. ...
  8. Reporting dashboard.
3 days ago

What are tools used in customer service? ›

Customer service software includes any tool that helps facilitate customer support, including knowledge bases, messaging apps, automation software, analytics dashboards, and more.

Which tool can be used to improve customer services? ›

Comparison table
ZendeskOmnichannel support AI answer bot Good integrations
FreshdeskGreat customization options Automation saves time A good amount of data
GrooveCreate knowledge bases Solid chatbot automation Decent customization options
HelpScoutUser-friendly Team inboxKnowledge base options Good reporting
11 more rows
Apr 29, 2023

What are 3 important qualities of customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

What are customer satisfaction tools? ›

It's a tool to measure how a customer feels at the moment. The customer satisfaction score is the most common method used to gauge consumer sentiment. You can calculate CSAT using a scale of 1-3 to 1-10 and anything in between.

What are the 4 keys to customer service? ›

There are four key principles of good customer service: It's personalized, competent, convenient, and proactive. These factors have the biggest influence on the customer experience.

Why are customer service tools important? ›

Provide a better experience for customer service agents

Customer service tools help agents to collaborate with one another and help more customers. Businesses can make the most of the resources they have without having to hire more agents, saving time and money.

Which tools are used to gather customer needs? ›

How to Identify Customer Needs?
  • Customer interviews – It is one of the direct ways of collecting customer data and inputs. ...
  • Focus groups – Focus groups comprise a small group and focal point is a specific product or topic.
Jun 26, 2023

Which customer service strategies are most effective? ›

6 Ways to Maintain a Strong Customer Service Strategy
  • Regularly Communicate and Engage With Customers. ...
  • Close the Feedback Loop. ...
  • Create a Longstanding Program. ...
  • Invest in Self-Service Solutions. ...
  • Use Automation to Create a Personalized Customer Experience. ...
  • Improve Your Digital Customer Service.
Sep 1, 2022

What tool measures customer experience? ›

Net Promoter Score (NPS).

A core aspect of CX measurement, NPS helps you identify your most loyal customers, the passive customers who would jump ship for a better deal, and the unhappy customers who bad-mouth your business. That's why it should be fundamental to your CX measurement.

What are the 5 customer service qualities? ›

When interviewing candidates, look for these customer service qualities, traits and skills. Look for someone who is communicative, persuasive, is polite, patient, conscientious, and loyal.

What are the top 3 customer service strengths? ›

Empathy, good communication, and problem-solving are core skills in providing excellent customer service.

What are the top 3 most important elements of high customer satisfaction? ›

The three major factors that affect modern customer satisfaction can be categorized as customer perceived quality, value, and service. By harnessing these factors, you are able to provide positive, consistent customer experiences and create true customer loyalty.

Is CRM a tool for servicing the customer? ›

Customer relationship management (CRM) is a technology for managing all your company's relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.

Which tool is used to initiate customer satisfaction? ›

Qeryz is the leading customer satisfaction survey tool to gather real-time customer feedback. With the feedback they provide, you can improve your product or services, and the overall customer experience for higher revenue.


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