A Complete Guide: 25 Best Customer Service Software Tools for UK Businesses

Providing exceptional customer service is essential for business success. Whether you're managing a small business or an enterprise, having the right customer service software can significantly improve response times, customer satisfaction, and team efficiency. With a variety of customer support tools available, businesses can choose solutions tailored to their needs – live chat platforms, ticketing systems, knowledge bases, social media support, and automation tools. The right choice depends on your support strategy, team size, and integration requirements. This guide explores the 25 best customer service software tools that help businesses provide efficient, scalable, and high-quality customer support.

What Is Customer Service Software?

Customer service software is a digital solution that helps businesses manage, track, and enhance customer interactions across different communication channels. It streamlines support workflows, allowing teams to respond to inquiries, resolve issues, and maintain long-term customer relationships efficiently.

Core Functions of Customer Service Software:

• Centralised support management – Organises customer queries across multiple channels.
• Automated workflows – Reduces response times with AI and automation.
• Collaboration tools – Enable agents to work together efficiently.
• Analytics and reporting – Tracks customer interactions and agent performance.
• Integration with CRM & other tools – Connects support with sales, marketing, and operations.

The best customer support software ensures smooth communication, faster resolutions, and improved customer satisfaction.

The Different Types of Customer Service Software

Businesses use different types of customer service solutions based on their needs. Here are the most common categories:

Help Desk Software

Manages customer enquiries using ticketing systems that allow support teams to track and resolve issues efficiently. Examples include Zendesk, Freshdesk, and HappyFox.

Live Chat & Chatbot Software

Provides real-time customer support via live chat or AI-powered chatbots. Examples include LiveAgent, Intercom, and Olark.

CRM-Based Support Software

Combines customer relationship management (CRM) tools with support features to track interactions and provide personalised service. Examples include HubSpot, Salesforce Service Cloud, and Zoho Desk.

Social Media Support Tools

Allows businesses to monitor and respond to customer enquiries on social media platforms. Examples include Sprout Social and Chatwoot.

Self-Service & Knowledge Base Software

Enables businesses to create online knowledge bases, FAQs, and community forums for customers to find answers independently. Examples include HelpDocs and Bettermode. Using the right mix of customer service tools helps businesses deliver efficient, omnichannel support while reducing operational costs.

Comparison Chart of the Top Customer Service Software Solutions

Choosing the right customer service software depends on various factors such as features, pricing, integrations, and support capabilities. Below is a comparison table highlighting the top customer service tools based on their key features and suitability for different business needs.

Software	Type of Customer Service	Key Features	Integrations	Pricing
Shifton	Shift Scheduling	Automated scheduling, shift swaps, employee tracking	UseDesk, Zapier, Intercom, QuickBooks	Starts at £1 per employee/month
LiveAgent	Live Chat, Help Desk	Multi-channel support, ticketing system, real-time chat	CRM, eCommerce, social media	Starts at £15/month
Freshdesk	Help Desk, Ticketing	AI-powered automation, multi-channel support	Slack, Microsoft Teams, CRM	Free & paid plans
ConnectWise Control	Remote Support	Secure remote access, session recording	Zendesk, Salesforce	Starts at £24/month
Service Hub	Customer Relationship Management	Knowledge base, automation, customer feedback	HubSpot ecosystem	Free & paid plans
Intercom	Customer Messaging Platform	AI chatbots, customer segmentation	Shopify, Mailchimp	Starts at £74/month
Zendesk	Enterprise Customer Support	Advanced analytics, AI automation, omnichannel support	1,000+ integrations	Starts at £49/month
Jira Service Management	Internal Help Desk	IT support, change management, asset tracking	Atlassian suite	Starts at £20/agent
Front	Email Management	Shared inbox, workflow automation, analytics	Gmail, Slack, Asana	Starts at £19/month
Aircall	Call Centre Software	VoIP, call routing, call analytics	Salesforce, HubSpot	Starts at £30/month
HelpDocs	Knowledge Base	SEO-friendly, AI search, multilingual support	Zapier, Slack	Starts at £39/month
Gorgias	eCommerce Customer Support	Shopify integration, automated responses	BigCommerce, Magento	Starts at £10/month
Olark	Live Chat	Real-time chat, automated responses, CRM sync	HubSpot, Salesforce	Starts at £29/month
Sprout Social	Social Media Support	Social listening, analytics, chat support	Instagram, Facebook	Starts at £89/month
Chatbot	AI Chatbot Software	Conversational AI, automated responses	Website, CRM	Custom pricing
HubSpot	CRM-Based Support	Customer relationship tracking, ticketing system	HubSpot ecosystem	Free & paid plans
Bettermode	Customer Self-Service	Community forum, knowledge base, FAQ automation	API, CRM	Custom pricing
Hiver	Small Business Help Desk	Gmail integration, email ticketing	Google Workspace	Starts at £15/month
HappyFox	Help Desk Management	SLA tracking, omnichannel support	Salesforce, Slack	Starts at £29/month
SupportBee	Customer Service Portal	Shared inbox, email collaboration	Trello, Slack	Starts at £13/month
SimpleTexting	SMS Customer Support	Bulk messaging, two-way texting	Zapier, Shopify	Starts at £29/month
Chatwoot	Open-Source Support Software	Live chat, multi-channel inbox	Custom integrations	Free & paid plans
Zoho Desk	AI-Powered Support	Agent workflow automation, analytics	Zoho ecosystem	Starts at £14/month
Help Scout	Customer Service Platform	Shared inbox, live chat, analytics	Slack, Shopify	Starts at £20/month
Salesforce Service Cloud	CRM & Support	AI-driven automation, omnichannel support	Salesforce products	Starts at £25/month
Tidio	Small Business Customer Support	AI chatbot, live chat, email support	Shopify, Facebook Messenger	Free & paid plans

This comparison provides insights into key features, pricing models, and integrations, helping businesses pick the best customer service software for their needs.

Top 25 Customer Service Tools & Their Review

1. Shifton – Best Shift Schedule Software

Shifton is a powerful workforce scheduling tool designed to help businesses automate shift planning and workforce management. It is ideal for companies that need to efficiently schedule employees across multiple locations. Key Features:

• Automated shift scheduling and time tracking
• Employee self-service options for shift swaps and availability updates
• Mobile accessibility for real-time updates and notifications
• Compliance tracking for labour law adherence

Best for: Companies with rotating shifts, call centres, retail businesses, and remote teams that need flexible scheduling solutions. Pricing: Custom pricing based on business size and needs.

2. LiveAgent – Best for Live Chat

LiveAgent provides real-time chat and ticketing solutions that help businesses manage customer interactions across multiple platforms. Key Features:

• Omnichannel support, including live chat, email, and social media
• Ticketing automation for faster issue resolution
• CRM integration for customer history tracking
• Customisable chat widgets for websites

Best for: Small and medium-sized businesses looking for a cost-effective live chat and ticketing system. Pricing: Starts at $15 per agent/month.

3. Freshdesk – Best for Support Teams

Freshdesk offers AI-powered automation and multi-channel support for customer service teams. Key Features:

• AI-driven chatbots and automation
• SLA management for efficient response tracking
• Multi-channel support including chat, email, and phone
• Self-service portal with knowledge base tools

Best for: Businesses needing a scalable, user-friendly customer support solution. Pricing: Free plan available, paid plans start at $15 per agent/month.

4. Connect Wise Control – Best for Remote Support

ConnectWise Control is a remote desktop and IT support software that allows businesses to provide assistance to customers remotely. Key Features:

• Secure remote access for troubleshooting
• Session recording for quality control
• Integration with Zendesk, Salesforce, and ticketing platforms
• Custom branding for a personalised customer experience

Best for: IT service providers, tech support teams, and remote troubleshooting. Pricing: Starts at $24 per month.

5. Service Hub – Best for CRM-Based Customer Support

Service Hub, a customer service solution from HubSpot, helps businesses integrate CRM-based support tools to streamline interactions with customers and improve service quality. Key Features:

• Ticketing automation for better case management
• Customer feedback surveys to track satisfaction levels
• Self-service knowledge base for quick issue resolution
• Integration with the HubSpot CRM ecosystem

Best for: Businesses using HubSpot for sales and marketing who need a seamless customer service integration. Pricing: Free plan available; paid plans start at $45 per month.

6. Intercom – Best for Customer Service Teams

Intercom is a customer messaging platform that allows businesses to provide personalised, automated customer support through chat and email. Key Features:

• AI-powered chatbots for automated responses
• Customer segmentation for targeted messaging
• Live chat, email, and in-app messaging support
• Integrations with Shopify, Mailchimp, and Salesforce

Best for: Companies that want to combine automated and human-powered support to enhance customer engagement. Pricing: Starts at $74 per month.

7. Zendesk – Best for Enterprise Customer Service

Zendesk is a comprehensive customer service platform designed for large-scale enterprises that need advanced customer support tools. Key Features:

• AI-powered automation for ticket management
• Omnichannel support, including email, chat, and social media
• Advanced reporting and analytics to track customer interactions
• 1,000+ integrations with popular business tools

Best for: Enterprises and large customer service teams needing a scalable, feature-rich support solution. Pricing: Starts at $49 per agent/month.

8. Jira Service Management – Best for Internal Customer Support

Jira Service Management, part of Atlassian’s suite, is a helpdesk platform tailored for internal support teams like IT departments and HR teams. Key Features:

• IT service management (ITSM) capabilities
• Incident and change management tools
• Asset tracking and reporting
• Integration with Atlassian products like Jira and Confluence

Best for: Companies needing an internal help desk solution for IT support and service requests. Pricing: Starts at $20 per agent/month.

9. Front – Best for Customer Service Email Management

Front is a collaborative email management tool that helps customer service teams organise and respond to customer emails efficiently. Key Features:

• Shared inbox for team collaboration
• Workflow automation for ticket management
• Email analytics to track response times and resolution rates
• Integrations with Gmail, Slack, and Asana

Best for: Teams handling high email volumes that need a shared inbox solution. Pricing: Starts at $19 per agent/month.

10. Aircall – Best for Call Centre Customer Support

Aircall is a cloud-based call centre software that helps customer service teams manage phone support more efficiently. Key Features:

• VoIP phone system with call routing and forwarding
• Call analytics to track agent performance
• CRM and help desk integrations
• Customisable IVR (interactive voice response) menus

Best for: Businesses that provide phone-based customer support. Pricing: Starts at $30 per user/month.

11. HelpDocs – Best for Customer Service Knowledge Base

HelpDocs is a self-service knowledge base software that allows businesses to create FAQ sections and documentation for customers. Key Features:

• SEO-friendly knowledge base
• AI-powered search functionality
• Multilingual support for global customers
• Integration with Slack and Zapier

Best for: Companies that want to offer self-service support to reduce support ticket volume. Pricing: Starts at $39 per month.

12. Gorgias – Best for eCommerce Customer Service

Gorgias is a customer support platform built for eCommerce businesses, helping them manage customer enquiries across multiple channels. Key Features:

• Deep integration with Shopify, BigCommerce, and Magento
• Automated responses to common enquiries
• Live chat, social media, and email support
• Revenue tracking from customer support interactions

Best for: Ecommerce brands looking to automate and streamline their customer service operations. Pricing: Starts at $10 per month.

13. Olark – Best for Live Chat Customer Support

Olark provides real-time customer support through live chat, allowing businesses to interact with customers instantly. Key Features:

• Customisable live chat widgets
• Automated chat responses and triggers
• CRM and eCommerce integrations
• Detailed chat analytics and reporting

Best for: Businesses that rely on instant customer engagement through live chat. Pricing: Starts at $29 per month.

14. Sprout Social – Best for Social Media Customer Service

Sprout Social is a social media management tool that enables businesses to monitor and respond to customer messages on social platforms. Key Features:

• Social listening and engagement tracking
• AI-driven customer sentiment analysis
• Multi-platform messaging and response management
• Scheduling and automation for social media posts

Best for: Brands and enterprises managing high volumes of social media customer interactions. Pricing: Starts at $89 per month.

15. Chatbot – Best for Automated Customer Service Support

Chatbot is an AI-powered tool that provides automated responses to customer enquiries through websites, social media, and chat apps. Key Features:

• Conversational AI for real-time customer interactions
• Pre-built chat templates for quick deployment
• Integration with website chat, Facebook Messenger, and WhatsApp
• Analytics and reporting on chatbot performance

Best for: Businesses looking to reduce customer wait times with AI-driven automation. Pricing: Custom pricing based on usage.

16. HubSpot – Best for CRM-Based Customer Support

HubSpot provides a CRM-integrated customer support solution, helping businesses manage customer enquiries and improve relationships. Key Features:

• Unified customer support and sales tracking
• Live chat and chatbot automation
• Customisable help desk and ticketing system
• Seamless integration with HubSpot CRM

Best for: Businesses using HubSpot for sales and customer management. Pricing: Free plan available; paid plans start at $50 per month.

17. Bettermode – Best for Customer Self-Service

Bettermode is a community-driven customer support tool that enables businesses to build self-service portals and customer forums. Key Features:

• Customisable community platform for peer-to-peer support
• SEO-optimised knowledge base
• Gamification and rewards for community participation
• Integration with API, CRM, and help desk solutions

Best for: Businesses that want to reduce ticket volume by offering a self-service option. Pricing: Custom pricing based on business needs.

18. Hiver – Best for Small Business Customer Service

Hiver is a help desk solution built directly into Gmail, allowing businesses to manage customer support emails efficiently. Key Features:

• Shared inbox for team collaboration
• Email ticketing and tracking
• Automated workflows to assign and escalate tickets
• Analytics to monitor response times and agent performance

Best for: Small businesses and teams that want to manage customer emails directly from Gmail. Pricing: Starts at $15 per user/month.

19. HappyFox – Best for Help Desk Management

HappyFox provides a full-featured help desk and ticketing system that simplifies customer service operations. Key Features:

• AI-powered automation for ticket categorisation
• Omnichannel support (email, chat, social media, phone)
• Internal knowledge base for agent collaboration
• SLA tracking and reporting

Best for: Businesses needing an all-in-one help desk and customer service platform. Pricing: Starts at $29 per agent/month.

20. SupportBee – Best for Customer Service Portals

SupportBee is a simple customer service tool designed to help teams collaborate on support requests efficiently. Key Features:

• Shared inbox for managing customer emails
• Internal notes and discussions for better teamwork
• Simple ticketing system without complex automation
• Integration with Trello, Slack, and other business tools

Best for: Small and medium-sized businesses that prefer a lightweight, easy-to-use help desk solution. Pricing: Starts at $13 per user/month.

21. SimpleTexting – Best for SMS Customer Support

SimpleTexting provides businesses with a platform for sending and receiving SMS messages to improve customer engagement. Key Features:

• Bulk SMS messaging for promotions and support
• Two-way texting for direct customer communication
• Automated text responses
• Integration with Zapier and eCommerce platforms

Best for: Retailers, service businesses, and appointment-based companies. Pricing: Starts at $29 per month.

22. Chatwoot – Best Open-Source Customer Service Software

Chatwoot is a self-hosted, open-source customer support tool that allows businesses to customise their customer service experience. Key Features:

• Multi-channel inbox for email, live chat, and social media
• Custom branding and UI customisation
• Chatbots and AI automation
• API for integration with existing business tools

Best for: Businesses that want full control over their customer service software. Pricing: Free and paid plans available.

23. Zoho Desk – Best for Agent Workflows

Zoho Desk is a feature-rich customer service platform that enhances team collaboration and support automation. Key Features:

• AI-powered chatbot for automated responses
• Workflow automation for ticket assignments
• Multi-channel support (email, chat, phone, social media)
• Integration with the Zoho ecosystem

Best for: Businesses looking for AI-enhanced customer support workflows. Pricing: Starts at $14 per agent/month.

24. Help Scout – Best Overall Customer Service Software

Help Scout is a simple yet powerful customer service platform designed for businesses that need an efficient help desk without complexity. Key Features:

• Shared inbox for team-based email support
• Live chat and knowledge base integration
• Customisable workflows for ticket automation
• Analytics dashboard to measure support performance

Best for: Companies that need an intuitive and easy-to-use customer service solution. Pricing: Starts at $20 per user/month.

25. Salesforce Service Cloud – Best for Enterprise Customer Support

Salesforce Service Cloud is an enterprise-grade customer service solution that integrates with the entire Salesforce ecosystem. Key Features:

• AI-powered automation and chatbots
• Omnichannel customer support management
• Advanced analytics and reporting
• Seamless CRM integration for personalised customer service

Best for: Enterprises that require a high-end, customisable customer support solution. Pricing: Starts at $25 per agent/month.

Benefits of Customer Service Software

Using customer service software offers numerous benefits that enhance both business efficiency and customer satisfaction.

1. Increased Customer Retention

Fast, effective customer support builds trust and keeps customers coming back. Reliable service software ensures customers receive quick and helpful responses.

2. Lower Operational Costs

Automation reduces the need for large support teams by handling routine enquiries, ticketing, and chatbot responses, saving businesses money.

3. Enhanced Efficiency and Collaboration

Customer service software helps teams streamline their workflows, reducing response times and eliminating confusion caused by email overload or scattered communication.

4. Valuable Analytics and Insights

Performance tracking tools measure response times, customer satisfaction, and agent productivity, allowing businesses to optimise their support strategies.

5. Increased Productivity

Automation features, ticketing systems, and self-service options allow support teams to focus on complex customer needs instead of repetitive tasks.

Types of Customer Service Software

Different businesses require different customer service solutions to handle enquiries efficiently. Here are the main types of customer service software that companies use to enhance their support operations.

Real-Time Assistance

Real-time assistance tools allow businesses to provide instant customer support via live chat, voice calls, or chatbots. These tools improve response times and customer engagement by addressing issues as they arise. Key Features:

• Live chat functionality for immediate responses.
• AI-powered chatbots for automated replies.
• Co-browsing and screen sharing for technical support.

Best for: Businesses that need instant communication channels for real-time customer interactions.

Help Desk Platforms

Help desk platforms organise customer enquiries into tickets, making it easier for support teams to track, prioritise, and resolve issues efficiently. Key Features:

• Ticket management system for tracking enquiries.
• Workflow automation for ticket assignments.
• Collaboration tools for multi-agent support.

Best for: Companies managing high volumes of customer enquiries that need an efficient ticketing system.

Knowledge Base Software

A knowledge base allows customers to find answers independently, reducing support team workload. This software provides a self-service portal with FAQs, tutorials, and troubleshooting guides. Key Features:

• Searchable FAQs section for quick information retrieval.
• Multilingual support for global customer bases.
• Content analytics to track popular help topics.

Best for: Businesses aiming to reduce support tickets by empowering customers with self-service resources.

Social Media Management Tools

Social media platforms have become crucial for customer support. Social media management tools allow businesses to track mentions, respond to customer messages, and analyse engagement metrics. Key Features:

• Unified inbox for managing messages across multiple social platforms.
• Automated sentiment analysis to gauge customer emotions.
• Post scheduling and performance tracking.

Best for: Businesses with a strong social media presence that need real-time monitoring and engagement tools.

Choosing the Right Customer Service Software for Business

Selecting the right customer service software depends on business size, industry, and customer needs. Here are key factors to consider:

1. Business Goals – Identify if you need a helpdesk, live chat, CRM, or multi-channel support tool.
2. Integration Capabilities – Ensure the software integrates with CRM, email, and project management tools.
3. Scalability – Choose software that can grow with your business.
4. Automation & AI Features – Look for chatbots, ticket automation, and self-service options to streamline support.
5. Pricing & ROI – Evaluate if the features justify the cost for your business model.

Integrating Customer Service Software with Other Tools

For maximum efficiency, customer service software should integrate seamlessly with:

• CRM Systems (e.g., Salesforce, HubSpot) – Sync customer data for personalised service.
• Project Management Tools (e.g., Asana, Trello) – Assign tasks and track progress.
• Live Chat & Chatbots (e.g., Intercom, Chatbot) – Automate and enhance customer interactions.
• Social Media Platforms (e.g., Sprout Social, Chatwoot) – Manage customer engagement across social channels.

The Future of Customer Service Software

Customer service software is evolving rapidly with new trends shaping the industry.

Key Trends to Watch:

1. AI-powered automation – Chatbots and voice assistants are improving self-service experiences.
2. Predictive Analytics – AI-driven insights will anticipate customer needs before they arise.
3. Omnichannel Support – Businesses will unify email, chat, phone, and social media interactions into a seamless experience.
4. Increased Personalisation – Machine learning will enable hyper-personalised support.
5. Remote Support & Virtual Assistants – Businesses will continue investing in remote customer service teams.

Final Thoughts – Short Summary

The right customer service software can significantly impact customer satisfaction, retention, and team efficiency. Here are six key takeaways:

• Choose the right tool based on your business size and support strategy.
• Invest in automation to reduce response times and improve efficiency.
• Ensure integration with CRM, social media, and other tools.
• Use self-service options like knowledge bases and chatbots to cut down on support tickets.
• Track key metrics to optimise customer service performance.
• Stay ahead of trends by adopting AI and predictive analytics for smarter customer interactions.

UPD Article 3 March 2025