12 Best Customer Satisfaction Software & Tools for Businesses(2025)

Customer Satisfaction Software Tools Platforms

Transform Insights into Delight with Customer Satisfaction Software

The best customer satisfaction software enables efficient feedback management, ensuring prompt responses and elevated customer satisfaction

Real Time Feedback Collection

Customer satisfaction software enables businesses to gather feedback in real-time, allowing for immediate insights into customer experiences. The timely information helps businesses quickly address any issues or concerns, improving overall customer satisfaction and retention.

Deeper Customer Insights

Gain valuable insights with analytics and reporting features of customer satisfaction tools that turn raw feedback into actionable data. Businesses can identify trends and understand customer preferences leading to more informed decision-making.

Increased Customer Retention

Regularly respond to customer feedback to enhance customer satisfaction, reducing churn rates and increasing customer loyalty. Satisfied customers are more likely to continue doing business and recommend the company to others.

Improved Product and Service Quality

Feedback collected through customer satisfaction software can highlight specific issues with products or services, guiding improvements and innovations. The continuous loop of feedback and enhancement ensures that offerings better meet customer needs.

Customer satisfaction software has become an indispensable tool for businesses striving to enhance their customer experience and loyalty. These powerful platforms enable companies to efficiently manage customer interactions, gather valuable feedback and continuously improve their services.

By centralizing support across multiple channels, automating routine tasks and providing deep insights through analytics, these solutions empower organizations to deliver personalized customer support.

From small startups to large enterprises, customer satisfaction platforms help businesses streamline their support processes, reduce response times and boost customer satisfaction.

1 Transform Insights into Delight with Customer Satisfaction Software
2 What is Customer Satisfaction Software?
3 Comparing Chart of Top 12 Customer Satisfaction Tools
4 Must have Features of Customer Satisfaction Software
5 12 Best Customer Satisfaction Software & Tools for Modern Businesses
6 Selection Criteria For Customer Satisfaction Platforms
7 Invest in Customer Satisfaction Tools and Grow your Business
8 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
9 FAQs on Customer Satisfaction Software

What is Customer Satisfaction Software?

Customer satisfaction software is defined as a specialized tool to help businesses monitor, measure their customers’ experiences and overall satisfaction. It works by collecting, analyzing and acting on customer feedback or interactions across various touchpoints.
Implementing a customer satisfaction software allows organizations to gain actionable insights that drive strategic decision-making. Understanding how customers feel about products and services enables informed changes that enhance the customer journey and elevate brand loyalty.

Key objectives:

Data collection: The software gathers customer feedback through various channels such as surveys, social media, support tickets, chat logs and phone calls.
Centralization: It centralizes all customer interactions and feedback in one platform, providing a unified view of the customer experience.
Analysis: The software analyzes this data using various metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES).
Reporting: It generates reports that visualize trends, patterns and insights from the collected data.
Action planning: Based on the analysis, the software often suggests or automates actions to improve customer satisfaction, such as routing negative feedback to relevant teams.
Customer communication: Many solutions include features for responding to customer feedback, managing support tickets, or sending targeted communications.
Integration: It often integrates with other business systems like CRM or help desk software to provide a more comprehensive view of customer interactions.

Comparing Chart of Top 12 Customer Satisfaction Tools

Customer satisfaction software effectively measures and improves satisfaction index. To help you make an informed decision, we have compared the top 12 customer satisfaction platforms.

Software	Key Features	Price
Omni24	Omnichannel support Knowledge base Analytics and reporting Customizable ticket forms Automated workflows	Starts at $34/agent/month
Veemo	Unified customer view AI-powered recommendations Live chat Automated workflows Knowledge base	Starts at $34/user/month
Freshdesk	Ticketing system Team collaboration Automation	Free plan available; Paid plans start at $15/agent/month
HubSpot Service Hub	Conversational inbox Feedback surveys Knowledge base	Starts at $45/month for 2 users
Intercom	Live chat Chatbots Knowledge base	Starts at $74/month (billed annually)
Help Scout	Shared inbox Knowledge base Live chat	Starts at $20/user/month
Kayako	Unified customer view Multi-channel support Self-service portal	Starts at $30/agent/month
Zoho Desk	Multichannel support AI assistant Knowledge base	Free plan available; Paid plans start at $14/agent/month
LiveAgent	Ticketing system Live chat Call center software	Starts at $15/agent/month
Groove	Shared inbox Knowledge base Reporting	Starts at $12/user/month
Gladly	Customer-centric platform Omnichannel communication Self-service options	Custom pricing; contact for quote
Kustomer	Omnichannel support AI-powered chatbots Customer timeline	Custom pricing; contact for quote

Must have Features of Customer Satisfaction Software

Customer satisfaction tools help businesses to build long-lasting relationships with clients. With so many options available, it can be overwhelming to choose the right customer platform.

Features of Conversational Support Software

1. Omnichannel Support

Modern customer satisfaction software must offer omnichannel support capabilities. Omnichannel feature allows businesses to manage customer interactions across various channels such as email, phone, chat etc. from a single, unified interface. Omnichannel support ensures consistency in customer experience and enables agents to have a complete view of customer interactions regardless of the channel used.

2. Ticketing System

A robust ticketing system is essential for organizing, prioritizing and tracking customer inquiries. It should allow for automatic ticket creation from various channels, custom ticket fields, priority levels and status updates. An effective ticketing system helps streamline workflow, reduce response times and ensure that no customer issue falls through the cracks.

3. Knowledge Base and Self-Service Portal

A comprehensive knowledge base and self-service portal are crucial for empowering customers to find answers on their own. The feature should include an easy-to-use content management system for creating FAQs, how-to guides, and troubleshooting articles. The self-service portal should be searchable, mobile-friendly and capable of suggesting relevant articles based on customer queries.

4. Customer Feedback and Surveys

To improve customer satisfaction, the software must include tools for collecting and analyzing customer feedback. It should offer customizable survey templates, the ability to send automated surveys after interactions and tools for analyzing feedback data. Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES) are common metrics that should be supported.

5. Analytics and Reporting

Comprehensive analytics and reporting capabilities are essential for tracking key performance indicators (KPIs) as well as to identify areas for improvement. The software should provide customizable dashboards, real-time reporting and the ability to generate detailed reports on metrics such as response times, resolution rates, customer satisfaction scores and agent performance.

6. Automation and AI

Automation features, often powered by artificial intelligence, are important in customer satisfaction tools. It includes chatbots for handling common queries , automated ticket routing & prioritization and AI-powered suggestions for agents. Automation helps improve efficiency, reduce response times and allow human agents to focus on more complex issues.

7. Integration Capabilities

The ability to integrate with other business systems is crucial for creating a seamless customer experience. The software should offer native integrations or APIs to connect with CRM systems, e-commerce platforms and other relevant business applications. It ensures a unified view of the customer across all touchpoints.

8. Customization and Scalability

Every business has unique needs, so the ability to customize the software is essential. It includes customizable workflows, branding options for customer-facing elements and the flexibility to add or remove features as needed. The software should also be scalable to accommodate business growth and changing requirements.

12 Best Customer Satisfaction Software & Tools for Modern Businesses

Happy customers are more likely to become repeat customers. Deploying the right customer satisfaction tool that can help businesses achieve the goal. Here’s the list of the best ones.

1. Omni24

Best customer support platform with strong analytics capabilities

Omni24 is an omnichannel customer experience software that integrates multi-channel support, an AI-powered chatbot and automated ticketing. It features a self-service knowledge base and detailed performance analytics, enhancing efficiency and providing insights to improve customer service and satisfaction.
Key features:

Knowledge base: Create and maintain a self-service portal with FAQs and helpful articles to reduce support ticket volume.
Analytics and reporting: Generate detailed reports on customer satisfaction, agent performance, and support trends.
Customizable ticket forms: Design tailored forms to collect relevant information for different types of customer inquiries.
Automated workflows: Set up rules and triggers to automate routine tasks and improve response times.

Pricing: Omni24’s pricing starts from $29/user/month and goes up to $149/user/month based on the features and add-ons. All plans come with 14 days free trial.

2. Veemo

Excellent customer satisfaction platform for team collaboration

Veemo is an AI-powered customer engagement platform that offers a suite of products for support, sale and chat. The software provides a customizable ticketing system, AI-driven Answer Bot and multi-channel integration. Its advanced reporting and analytics tools, along with multi-language support, streamline customer service and help businesses deliver tailored, effective support.
Key features:

Ticketing system: Organize and prioritize customer inquiries with a robust ticketing system.
Team collaboration: Facilitate seamless collaboration among support agents with internal notes and ticket assignment.
Automation: Set up time and event-based automations to reduce manual work and improve efficiency.
Multi-channel support: Manage customer interactions from email, phone, chat, and social media in one place.

Pricing: Veemo’s pricing plans start from $29/user/month and go up to $129/user/month based on the features and add-ons. The software pricing is also customizable as per business requirements.

3. Freshdesk

Great customer satisfaction tool for all businesses

Freshdesk Customer Satisfaction Software

Freshdesk is a user-friendly customer support software suitable for businesses of all sizes.
Key features: Freshdesk provides a robust ticketing system, team collaboration tools, automation capabilities, multi-channel support and a customizable customer portal. It also offers gamification features to motivate support agents.
How does it impact customer satisfaction?
Freshdesk improves satisfaction by streamlining support processes, reducing response times, and offering self-service options. Its collaboration tools ensure consistent, high-quality support across teams.

4. HubSpot Service Hub

Comprehensive CRM platform

HubSpot Service Hub Customer Satisfaction Software

HubSpot Service Hub is part of HubSpot’s comprehensive CRM platform, focusing on customer service and support.
Key features: It offers a conversational inbox, customer feedback surveys, a knowledge base, reporting dashboards and ticket automation. The platform integrates seamlessly with HubSpot’s marketing and sales tools.
How does it impact customer satisfaction?
Service Hub enhances satisfaction by aligning sales, marketing and service efforts. Its feedback tools help businesses continuously improve, while self-service options reduce resolution times.

5. Intercom

Top conversational relationship platform

Intercom is a conversational relationship platform that combines customer communication tools with a powerful marketing automation system.
Key features: Intercom offers live chat, chatbots, a knowledge base, customer data platform, and automated workflows. It excels in providing personalized, proactive customer engagement.
How does it impact customer satisfaction?
Intercom boosts satisfaction by enabling real-time, personalized interactions. Its proactive messaging and self-service options help resolve issues quickly, often before customers need to reach out.

6. Help Scout

Excellent platform for delivering great support experience

Help Scout Customer Satisfaction Software

Help Scout is a customer service platform designed to provide a more personal support experience.
Key features: It includes a shared inbox, knowledge base, live chat, reporting tools and customizable workflows. Help Scout focuses on delivering a human touch to customer interactions.
How does it impact customer satisfaction?
Help Scout improves satisfaction by facilitating more personal, empathetic customer interactions. Its efficiency tools help agents provide faster, more accurate responses.

7. Kayako

Best of for context-rich conversations

Kayako is a customer service software that aims to provide a unified view of the customer across all touchpoints.
Key features: Kayako offers a unified customer view, multi-channel support, a self-service portal, automation capabilities and comprehensive reporting & analytics.
How does it impact customer satisfaction?
Kayako enhances satisfaction by providing context-rich customer interactions. Its unified view helps agents deliver more personalized, informed support across all channels.

8. Zoho Desk

Excellent tool for personalized customer support

Zoho Desk Customer Satisfaction Software

Zoho Desk is a context-aware help desk software that helps businesses deliver efficient, personalized customer support.
Key features: It provides multichannel support, an AI assistant, knowledge base, team collaboration tools and a customizable interface. Zoho Desk integrates well with other Zoho products and third-party applications.
Influence on customer satisfaction: Zoho Desk improves satisfaction by providing context-aware support. Its AI assistant helps agents work more efficiently, while its multichannel capabilities ensure consistent support across all touchpoints.

9. LiveAgent

Best help desk solution for interaction customer communication

LiveAgent Customer Satisfaction Software

LiveAgent provides a comprehensive help desk solution that unifies all customer communications in one platform. The software excels in managing multiple communication channels while maintaining quick response times and personalized customer interactions.
Key Features: Universal inbox, real-time chat, video calling, ticketing system, automated ticket distribution, time tracking, customer portal, built-in call center, social media integration, and gamification elements.

10. Groove

Top customer satisfaction tool for SMBs

Groove offers a straightforward, intuitive help desk platform designed for small to medium-sized businesses. It focuses on simplicity while delivering powerful customer support features that help teams collaborate effectively.
Key Features: Shared inbox, knowledge base creation, canned replies, custom folders, reporting dashboard, conversation history, API access, mobile support, and integration with popular business tools.

11. Gladly

Best people-centric customer service tool for every organization

Gladly revolutionizes customer service by organizing conversations around the customer rather than tickets. The people-centered approach enables more natural, continuous conversations across all channels.
Key Features: People-centered platform, lifetime conversation history, voice and SMS support, smart routing, self-service options, task management, analytics dashboard, and seamless channel switching.

12. Kustomer

Intuitive CRM platform for personalized support

Kustomer offers an AI-powered CRM platform for customer service that provides a holistic view of the customer. It enables agents to deliver personalized support through a single timeline of all customer interactions.
Key Features: Omnichannel support, unified customer timeline, AI-powered automation, custom workflows, sentiment analysis, advanced reporting, enterprise-grade security, and seamless CRM integration.

Selection Criteria For Customer Satisfaction Platforms

Businesses are constantly looking for ways to improve their client service and make customers happy. One tool that can help achieve this goal is customer satisfaction software.

Selection Criteria For Customer Satisfaction Software

1. Functionality and Features
Assess the software’s core features and how well they align with your business needs.
Key functionalities to consider include:

Omnichannel support capabilities
Ticketing system efficiency
Knowledge base and self-service options
Customer feedback collection tools
Reporting and analytics depth
Automation and AI-powered features

Prioritize software that offers a comprehensive set of features matching your specific requirements. Consider both your current needs and potential future requirements as your business grows.
2. Ease of Use and User Interface
The software should be user-friendly for both your support team and customers.
Look for the below components:

Modern interface design
Intuitive navigation and workflow
Customizable dashboards
Mobile responsiveness
Accessibility features

A well-designed interface can significantly impact adoption rates and productivity. If possible, request a demo or trial period to evaluate the user experience firsthand.

3. Integration Capabilities

The ability to integrate with your existing tech stack is crucial.
Consider software that offers:

Native integrations with popular business tools (CRM, marketing automation, etc.)
API availability for custom integrations
Compatibility with your current system
Ease of data migration from existing platforms

Seamless integration ensures a unified view of customer data and streamlines your overall operations.
4. Scalability and Customization
Choose software that can grow with your business.
Evaluate thoughtful prior to investing:

Ability to add users and features as needed
Customization options for workflows and processes
Flexibility in pricing tiers
Support for multiple brands or departments

Scalable and customizable software allows you to adapt the tool to your changing needs without switching platforms.
5. Security and Compliance
Given the sensitive nature of customer data, prioritize software with robust security features mentioned below:

Data encryption (in transit and at rest)
Role-based access controls
Compliance with relevant regulations (GDPR, CCPA, etc.)
Regular security audits and updates
Data backup and recovery options

Ensure the software meets your industry’s specific security requirements and compliance standards.
6. Support and Training
Consider the level of support and training offered by the software provider. It should include features as mentioned below:

Availability of customer support (24/7, multiple channels)
Quality of documentation and resources
Onboarding process and training programs
Regular updates and feature improvements
Active user community or forum

Robust support and training can significantly impact the successful implementation and ongoing use of the software.

Invest in Customer Satisfaction Tools and Grow your Business

Customer satisfaction software has become an essential tool for businesses aiming to improve their service quality and build lasting relationships with clients. These platforms offer a wide range of features like omnichannel support, ticketing systems, knowledge bases and analytics, enabling companies to streamline their customer support operations. While each software has its strengths, the best choice depends on a company’s specific needs, size and budget.

Investing in the right customer satisfaction software can lead to increased efficiency, better customer experiences and improved retention. As customer expectations continue to evolve, these tools will play an increasingly crucial role in helping businesses stay competitive and customer-centric.

Scale Your Conversations with Omni24’s Digital Customer Experience Platform

Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch

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FAQs on Customer Satisfaction Software

1. How does Customer Satisfaction Software work?

Customer Satisfaction Software works by collecting feedback from customers through surveys, reviews and other feedback channels. This feedback is then analyzed to identify trends, insights, and areas for improvement. Businesses can use this information to make data-driven decisions and take action to enhance customer satisfaction.

2. Why should I invest in Customer Satisfaction Software?

Investing in Customer Satisfaction Software can lead to numerous benefits for your business. By understanding what customers think about your products or services, you can identify areas for improvement, increase customer loyalty, reduce churn and ultimately drive revenue growth. Customer feedback is a valuable source of insights that can help you make informed decisions to meet customer expectations and stay ahead of the competition.

3. How to choose the best Customer Satisfaction Software for my needs?

When choosing Customer Satisfaction Software, consider factors such as your budget, the size of your business, the features you need (such as survey options, analytics and reporting), integration capabilities with other tools and customer support. It’s important to research and compare different software options to find the one that best fits your specific goals.

4. How to implement Customer Satisfaction Software in my organization?

To implement Customer Satisfaction Software in your organization, start by defining your goals and objectives for using the software. Train your team on how to use the software effectively, choose the right feedback channels to gather customer feedback.. Regularly review the results to track progress and make adjustments as needed.

5. What are some common challenges when using Customer Satisfaction Software?

Some common challenges when using Customer Satisfaction Software include low response rates from customers, difficulty interpreting feedback data, implementing changes based on feedback and ensuring that the software integrates seamlessly with other tools in your organization. Overcoming these challenges requires effective communication, a commitment to customer satisfaction and a willingness to adapt.

6. What types of businesses can benefit from Customer Satisfaction Software?

Businesses of all sizes and industries can benefit from Customer Satisfaction Software. Whether you’re a small start-up or a large enterprise, understanding your customers’ needs, preferences, and feedback is essential for success. Retailers, e-commerce businesses, service providers and B2B companies can all benefit from using Customer Satisfaction Software to enhance customer relationships.

12 Best Customer Satisfaction Software & Tools for Businesses

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