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Customer Service - Enterprise (CSM) Software

Customer Service - Enterprise

What is Customer Service - Enterprise Software?

Customer service management (CSM) software supports an organization's interaction with current and potential customers. It uses data driven tools designed to help organizations drive sales and deliver exceptional customer experiences.

Common Features

  • Analytics and Reporting
  • Customer Self Service Capabilities
  • Customer Service Knowledge Management
  • Multi Channel Support
  • Customer Service Workflow Management
  • Contact Center Integration
  • Intelligent Search
  • Customer Community Management
  • Mobile Customer Care
  • Agent Collaboration
  • Agent Scripting

Top Customer Service - Enterprise (CSM) Software

2024 Data Quadrant Awards

2024 Emotional Footprint Awards

At SoftwareReviews, we take pride in recognizing excellence. Each year, we present the Data Quadrant Awards to top-performing software products based solely on authentic user reviews, without any paid placements or analyst opinions. These awards highlight software products that excel in terms of features, vendor capabilities, and customer relationships, earning them the highest overall rankings.

At SoftwareReviews, we take pride in recognizing excellence. Each year, we present the Emotional Footprint Awards to top-performing software products based solely on authentic user reviews, without any paid placements or analyst opinions. These awards shine a spotlight on software vendors who excel in crafting and nurturing strong customer relationships.

Switch to Emotional Footprint
Products: 6
Next Award: Jun 2025

Top Customer Service - Enterprise Software 2024

Filter by
Composite Score
8.7 /10
CX Score
8.9 /10

To increase customer retention, you need to focus on delivering customer value. Service Hub turns your customer experience from a cost center to a revenue driver. Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. More time for proactive service that delights, retains, and grows your customer base.

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Scorecard

Pros

  • Respectful
  • Fair
  • Performance Enhancing
  • Enables Productivity
Badge Winner
Badge Winner
Freshworks

Freshdesk

Composite Score
8.5 /10
CX Score
8.6 /10

Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents.

Scorecard
Scorecard

Pros

  • Respectful
  • Enables Productivity
  • Reliable
  • Performance Enhancing
Badge Winner
Badge Winner
Composite Score
8.2 /10
CX Score
8.3 /10

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most – better customer service and more meaningful conversations. Zendesk helps companies empower their customer service agents and sales teams with the tools they need to get the job done right.

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Scorecard

Pros

  • Reliable
  • Respectful
  • Acts with Integrity
  • Performance Enhancing
Salesforce.com Inc

Salesforce Service Cloud

Composite Score
8.1 /10
CX Score
8.4 /10

Service Cloud customer service software gives you faster, smarter customer support. Personalise every conversation and surface intelligent recommendations using trusted CRM data that's natively integrated with the Salesforce Platform. Boost productivity for customer service agents and field service teams by giving them one, AI-powered workspace to manage support cases, major incidents, and jobs in the field with a complete view of every customer. Automatically route work to the best team member for the job and seamlessly support customers across any channel - email, phone, chat, messaging, self-service portals, in-person, and more.

Scorecard
Scorecard

Pros

  • Respectful
  • Security Protects
  • Reliable
  • Acts with Integrity
Composite Score
8.0 /10
CX Score
8.2 /10

Personalize your service engagements across any channel. Oracle CX Service delivers connected experiences to both consumers and businesses with knowledge-driven interactions and automation. Deliver efficient service outcomes at scale when and where customers engage. Oracle Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

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Pros

  • Friendly Negotiation
  • Unique Features
  • Performance Enhancing
  • Helps Innovate
Badge Winner
Composite Score
7.9 /10
CX Score
8.1 /10

To accelerate your digital transformation, you need a new type of business application. One that breaks down the silos between CRM and ERP, that’s powered by data and intelligence, and helps capture new business opportunities. That’s Microsoft Dynamics 365.

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Scorecard

Pros

  • Respectful
  • Reliable
  • Helps Innovate
  • Continually Improving Product
Badge Winner

Products below are ineligible for awards due to insufficient recent reviews

Bitrix24 Ltd

Bitrix24

Composite Score
8.4 /10
CX Score
8.8 /10

Bitrix24 is a collaboration platform launched in 2012. Bitrix24 provides a complete suite of social collaboration, communication and management tools for your team, including CRM, files sharing, project management, calendars, and more. Bitrix24 is available in cloud and on premise.

Scorecard

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy
Composite Score
8.2 /10
CX Score
8.7 /10

The SAP Service Cloud solution revolutionizes customer service management by creating meaningful connections throughout the customer journey. See how you can accelerate issue resolution while delivering on your brand promise and securing future growth.

Scorecard

Pros

  • Performance Enhancing
  • Enables Productivity
  • Trustworthy
  • Efficient Service
Composite Score
8.2 /10
CX Score
8.3 /10

Imagine resolving every customer service inquiry promptly and proficiently—without a single sloppy handoff or having to scramble for purchase histories. From easy at-a-glance dashboards to robust self-service portals, Sugar Serve has everything you need to create outstanding customer experiences.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing
Composite Score
8.1 /10
CX Score
8.2 /10

Sprinklr Service is a digital-first solution powered by a unified customer experience management (Unified-CXM) platform, helping you engage with customers earlier across 35+ channels and scale service with a human touch. Service is fueled by the most advanced AI engine in the industry — analyzing billions of conversations in real time, identifying intent and sentiment, and routing customers to the right resource at the right time.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing
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