10 Best Customer Service Apps for your Businesses in 2025

Customer Support Apps to Streamline Support Experience for Both Business & Customers

Interact with your customer base effectively using customer service applications and develop strong relationships.

Provide Value to your Customers

Modern consumer behavior prioritizes convenience, apps make that available at the customer’s fingertips. Meet your customer expectations by implementing the best customer service app.

Ability to Scale Smartly

Enable effective collaboration among your service team with customer support apps, maintaining high levels of client satisfaction. Businesses can easily scale based on the customer needs as your business grows.

Improves Team Productivity

Respond and resolve customer issues faster with customer service apps to meet the personalized needs of the customers. The app enables the agents to perform well and contribute towards delivering amazing customer service.

Improve Customer Loyalty

Leveraging the best customer support application significantly impacts the customer retention rate metric. Handle customer requests efficiently with the apps ensuring that they are always satisfied.

Managing customer inquiries and providing timely support can become overwhelming as your business grows. With increased customer demands, response times often lengthen, leading to frustrated customers and missed opportunities.
As delays and inefficiencies build up, customer satisfaction decreases, which can negatively impact your brand’s reputation. Without proper tools, staying on top of requests becomes a constant struggle, affecting the overall customer experience.
The solution lies in customer service apps. These powerful tools streamline communication, automate tasks, and improve response times. Let’s explore how customer service apps can revolutionize your support strategy.

1 What are Customer Service Apps?
2 Top 10 Customer Support Apps at a Glance
3 Key Features of Customer Service Apps
4 The Best Customer Service Apps
5 Types of Customer Service Apps
6 The Benefits of Using a Mobile App for Customer Service
7 Elevate User Experience with Customer Service Apps
8 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
9 FAQs about Customer Service Apps

What are Customer Service Apps?

A customer support application is defined as a software especially designed to help businesses manage and improve their interactions with customers. These apps typically offer a range of features to streamline customer support processes, enhance communication and improve overall customer satisfaction.

The importance of customer service apps lies in their ability to streamline support processes, improve response times, and enhance overall customer satisfaction. Centralizing customer data and communication empowers businesses to provide personalized and timely assistance, building customer loyalty and driving business growth.
The key objectives include:

Streamlined communication: Provide an easy-to-use platform for customers to reach out with questions, concerns or feedback.
Issue resolution: Efficiently address and resolve customer problems or queries.
Self-service options: Offer resources and tools for customers to find answers independently.
Personalization: Tailor interactions based on customer history and preferences.
Multichannel support: Enable communication through various channels like chat, email or social media.

Top 10 Customer Support Apps at a Glance

Discover the leading customer support applications that enhance service efficiency and improve customer satisfaction. Here is the table:

Software Name	Key Features	Price	Free Trial
Omni24	Omnichannel support AI-powered chatbot Custom workflows Real-time analytics Integration with CRM systems	Starting at $34/month/user	14 days
Veemo	Video customer support Screen sharing Knowledge base Ticket management Multi-language support	Starting at $29/month/user	14 days
Salesforce Service Cloud	AI-powered routing Omnichannel support Customizable dashboards	Starting at $25/month/user	30 days
Help Scout	Shared inbox Knowledge base Live chat	Starting at $20/month/user	15 days
Intercom	Live chat Chatbots Product tours	Starting at $39/month/seat	14 days
LiveAgent	Ticketing system Live chat Call center software	Starting at $15/month/agent	14 days
Kayako	Unified customer view Multichannel support Automated workflows	Starting at $30/month/agent	14 days
HappyFox	Ticket management Knowledge base Community forums	Custom pricing	14 days
Groove	Shared inbox Knowledge base Canned replies	Starting at $12/month/user	15 days
Freshcaller	Cloud-based phone system IVR and call routing Call recording	Starting at $15/month/user	21 days

Key Features of Customer Service Apps

Customer support apps have become essential tools for businesses looking to provide excellent customer support and maintain customer satisfaction.

1. Ticketing System

The core of most customer service apps is a robust ticketing system. It allows customer queries to be captured, categorized and tracked from initial contact to resolution. Each customer interaction is assigned a unique ticket number, enabling easy reference and follow-up.

The ticketing system often includes automation capabilities for routing tickets to appropriate agents, setting priorities and tracking response times. It ensures that no customer query falls through the cracks and that service level agreements (SLAs) are met.

2. Multichannel Support

Modern customers expect to reach out through their preferred communication channels. Customer service apps typically offer multichannel support, integrating various platforms such as email, phone, live chat, social media and messaging apps.

Multichannel support allows agents to manage all customer interactions from a single interface, providing a unified view of the customer’s history across channels. It also enables seamless channel switching, allowing conversations to continue naturally even if the customer changes communication methods.

3. Knowledge Base

An integrated knowledge base is crucial for both customers and agents. For customers, it serves as a self-service portal where they can find answers to common questions, reducing the need for direct agent intervention. For agents, it provides quick access to information, enabling them to resolve issues more efficiently.

Advanced knowledge bases often include features like semantic search, suggested articles based on ticket content and the ability for agents to contribute new articles based on resolved issues.

4. Customer History and CRM Integration

Understanding the customer’s history is vital for providing personalized service. Customer service apps often integrate with Customer Relationship Management (CRM) systems or include their own CRM functionality.

CRM integration provides agents with a 360-degree view of the customer, including past interactions, purchase history and preferences. The information helps agents provide more contextual and effective support, improving customer satisfaction.

6. Analytics and Reporting

Data-driven decision-making is essential for improving customer service. Customer service apps typically include robust analytics and reporting features.

These tools provide insights into key metrics such as response times, resolution rates, customer satisfaction scores and agent performance. Advanced analytics may include sentiment analysis of customer interactions and predictive modeling to anticipate future service needs or potential issues.

7. Automation and AI

To improve response times, many customer service apps incorporate automation and artificial intelligence. It can include chatbots for handling simple queries, automated ticket routing based on keywords or customer attributes and AI-powered suggestions for responses or next best actions.

Some apps also use machine learning to continually improve their automated responses and predictions based on historical data.

8. Collaboration Tools

Resolving complex customer issues often requires input from multiple team members or departments. Customer service apps typically include collaboration features that allow agents to easily communicate with each other, share information and work together on tickets.

Collaboration tools include internal chat systems, the ability to add notes to tickets and features for escalating or transferring tickets to other team members or departments.

9. Customization and Integration

Every organization has unique customer service needs and processes. The best customer service apps offer extensive customization options, allowing businesses to tailor the app to their specific requirements. It might include custom fields in the ticketing system, personalized workflows or branded customer-facing interfaces.

These apps often provide APIs and pre-built integrations with other business tools such as project management software, billing systems, or e-commerce platforms. It allows for seamless data flow between systems and helps create a more unified operational environment.

The Best Customer Service Apps

Customer service applications are more important than ever. With customers expecting quick and efficient responses to their inquiries, having the right tools at your fingertips is crucial.

1. Omni24

Customer service application for all businesses

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:

Shared inbox: A shared inbox consolidates all customer communications into a single location, allowing teams to collaborate efficiently. It ensures that no messages are overlooked, streamlining responses and enhancing team coordination.
Automated responses: Utilizing AI-driven automation, Omni24 can handle common queries instantly, freeing up agents for more complex issues and improving efficiency.
Self-Service Portal: Provides customers with a searchable portal where they can find answers to common questions independently.
Real-Time Dashboards: Provides real-time dashboards that display key performance indicators, allowing teams to monitor performance at a glance.
Unified customer profiles: Maintains a comprehensive view of customer interactions across channels, allowing agents to provide personalized support.

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 and include a shared inbox, known base base and omnichannel support.

2. Veemo

Top customer service app with robust features

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:

Real-time communication: Live chat enables instant communication with customers, providing immediate assistance and improving overall customer satisfaction through quick responses.
Unified messaging platform: Veemo integrates various messaging channels, allowing businesses to manage communications seamlessly from one centralized platform, enhancing efficiency and response times.
Feedback and survey tools: The software enables businesses to gather customer feedback through surveys, helping identify areas for improvement and enhancing overall service quality.
Ticketing system : A ticketing system streamlines the process of tracking and managing customer support requests. It ensures that every inquiry is logged, assigned, and addressed in an organized manner.
Knowledge base: The self-service resource for customers, providing access to articles, FAQs, and troubleshooting guides. It empowers users to find solutions independently, reducing the volume of inquiries and improving satisfaction.

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. Salesforce Service Cloud

Best customer service app for unified support experience

Salesforce Service Cloud Customer Service Apps

Salesforce Service Cloud is a comprehensive customer service solution from the CRM giant, Salesforce. Its mobile app is designed to give support agents the tools they need to provide excellent service from anywhere. The app is particularly powerful for businesses already using other Salesforce products.

Key features: The top features of the Salesforce Service Cloud mobile app include omni-channel routing, which directs customer inquiries to the most appropriate agent based on skill set and availability. It uses AI to provide recommendations to agents, helping them resolve issues more quickly.

4. Help Scout

Leading support app for easy ticketing

Help Scout is a customer service platform known for its simplicity and ease of use. Its mobile app is designed to help support teams manage customer communications efficiently, even when they’re on the move. The app is particularly popular among small to medium-sized businesses.

Key features: The Help Scout mobile app features a shared inbox, allowing multiple team members to collaborate on customer inquiries. It provides detailed customer profiles, giving agents context for each interaction. The app allows for the creation and management of a knowledge base, enabling self-service options for customers.

5. Intercom

AI-enabled customer service application

Intercom is a conversational relationship platform that offers a mobile app focused on customer messaging and engagement. It’s designed to help businesses communicate with customers through in-app and web messaging putting a strong emphasis on proactive support and engagement.

Key features: The Intercom mobile app includes in-app messaging, allowing businesses to communicate with customers directly within their own apps or websites. It offers chatbots/automation capabilities to handle routine inquiries and qualify leads.

6. LiveAgent

Top customer service application for managing customer interactions

LiveAgent is a help desk software that offers a comprehensive mobile app for customer service. It’s designed to provide businesses with a unified platform for managing customer interactions across multiple channels. The LiveAgent mobile app is known for its robust feature set and flexibility.

Key features: The key features include real-time visitor monitoring, allowing agents to proactively engage with website visitors. It offers video calling capabilities, enabling face-to-face customer support when needed. The app includes time tracking features to help manage agent productivity. It provides automated ticket distribution to ensure efficient workload management.

7. Kayako

Best platform for customer satisfaction index

Kayako is a customer service platform that offers a mobile app designed to provide a unified view of the customer. It’s known for its ability to consolidate customer data from multiple sources, providing agents with comprehensive customer context.

Key features: The Kayako mobile app features a unified customer view, bringing together all customer interactions and data in one place. It offers automated workflows to streamline support processes. The app includes a self-service portal, allowing customers to find answers to their questions independently.

8. HappyFox

Excellent customer service apps to manage tickets

HappyFox is a help desk as well as customer support software that offers a mobile app designed to help support teams manage tickets and customer interactions on the go. It’s known for its user-friendly interface and comprehensive feature set.

Key features: The HappyFox mobile app includes robust ticket management capabilities, allowing agents to create, update and resolve tickets from their mobile devices. It offers a knowledge base feature, enabling the creation and management of self-service resources.

9. Groove

Best customer service suite for SMBs

Groove is a customer service platform designed primarily for small to medium-sized businesses. Its mobile app offers a straightforward, easy-to-use interface for managing customer support on the go.

Key features: The Groove mobile app features a shared inbox, allowing team collaboration on customer inquiries. It offers a knowledge base tool for creating and managing self-service content. The app includes canned replies, enabling quick responses to common questions.

10. Freshcaller

Amazing customer service App for support teams

Freshcaller, part of the Freshworks suite, is a cloud-based phone system designed specifically for customer support teams. Its mobile app allows support agents to handle calls and manage their phone system from anywhere.

Key features: The key features of the Freshcaller mobile app include call routing and IVR (Interactive Voice Response) management, allowing businesses to direct calls efficiently. It offers call recording and monitoring capabilities for quality assurance. The app provides real-time analytics on call volumes and agent performance.

Types of Customer Service Apps

Customer Service Apps come in various forms, each designed to address specific aspects of customer support and engagement.

1. Help Desk Software

Help desk apps focus on managing and tracking customer inquiries through a ticketing system. They allow teams to organize, prioritize and respond to customer issues efficiently. The key features typically include ticket management, a knowledge base for quick reference and reporting tools for performance analysis. Examples include Zendesk and Freshdesk.

2. Live Chat Software

These apps enable real-time communication between customers and support agents directly on a website or within an application. They offer instant messaging functionality, often supplemented with chatbots for handling simple queries. Live chat software can significantly reduce response times and improve customer satisfaction. Features include features like visitor tracking and proactive chat initiation. The popular options include Intercom and LiveChat.

3. Call Center Software

Designed for phone-based customer support, these apps manage inbound and outbound calls. They often include features like Interactive Voice Response (IVR) systems, call routing to appropriate agents, call recording for quality assurance & analytics for call volume and duration. Some examples include Five9 and Talkdesk.

4. Social Media Management Tools

As customers increasingly turn to social media for support, these tools have become essential. They allow teams to monitor and respond to customer inquiries across various social platforms from a single interface. The key features include social listening, engagement tracking and sentiment analysis. Hootsuite and Sprout Social are well-known examples.

5. Customer Relationship Management (CRM) Systems

CRMs include robust customer support features. They provide a comprehensive view of customer interactions, including support history, sales information and marketing engagements. The holistic approach allows for more personalized service. Salesforce Service Cloud and HubSpot Service Hub are popular CRM options with strong service components.

6. Self-Service Portals

These apps empower customers to find answers independently. They typically include searchable FAQs, user forums and tutorial videos. By allowing customers to solve simple issues on their own, these tools can reduce the workload on support teams and provide 24/7 assistance. Many help desk solutions, like Zendesk Guide, offer self-service capabilities.

7. Omnichannel Support Platforms

These comprehensive solutions integrate multiple communication channels (email, phone, chat, social media) into a single platform. They provide a unified view of customer interactions across all channels, ensuring consistent service regardless of how a customer chooses to reach out. Zendesk and Genesys offer robust omnichannel solutions.

8. AI-Powered Customer Service Tools

Leveraging artificial intelligence, these apps can automate various aspects of customer support. They often include advanced chatbots capable of handling complex queries, predictive analytics to anticipate customer needs and automated ticket routing. IBM Watson Assistant and Google’s Dialog Flow are examples of AI platforms that can be integrated into customer service operations.

The Benefits of Using a Mobile App for Customer Service

Mobile apps have become an integral part of our daily lives, providing convenience and accessibility at our fingertips.

Benefits of Mobile App for Customer Service

1. Accessibility: Customers can access customer service anytime, anywhere with mobile apps. Whether they have a question or need assistance outside of business hours, having a mobile app provides round-the-clock support.

2. Personalization: Mobile apps allow companies to personalize the customer service experience. By collecting data and understanding customer behavior, companies can tailor their responses and recommendations to meet the individual needs of each customer.

3. Speed: Mobile apps can streamline the customer service process, allowing for quicker response times and resolution of issues. Customers no longer have to wait on hold or navigate through complicated phone menus – they can simply send a message and receive a prompt reply.
4. Convenience: Mobile apps make it easy for customers to communicate with companies. Whether they prefer to chat, email or make a phone call, all options can be integrated into the app for a seamless experience.

5. Self-Service: Mobile apps empower customers to solve their own problems. Through FAQ sections, troubleshooting guides and online resources, customers can find answers to common questions without the need to contact customer service.

6. Feedback: Mobile apps can provide a platform for customers to provide feedback and suggestions. Companies can use this valuable information to improve their products and services, ultimately enhancing the customer experience.

Elevate User Experience with Customer Service Apps

Customer support apps are invaluable tools for businesses looking to elevate their customer experience. With the ability to streamline communication, personalize interactions and provide immediate support, these apps can make a significant impact on customer satisfaction. By integrating customer service apps into their operations, businesses can improve efficiency, responsiveness and overall customer satisfaction.

Investing in customer service apps is an investment in long-term success and growth, as satisfied customers are more likely to become loyal advocates for your brand. Elevate your customer experience today with the power of customer service apps.

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 about Customer Service Apps

1. What makes great help desk software?

Great help desk software is user-friendly, customizable to meet the specific needs of your business and provides comprehensive tracking & reporting features. It should also offer multichannel support, allowing customers to reach out via email, chat, social media or phone. Automation capabilities can also streamline processes and improve efficiency.

2. What are some of the best customer service apps available for businesses?

Some popular customer service apps for businesses include Zendesk, Freshdesk, Intercom and Help Scout. These apps offer a range of features to improve customer interactions, manage inquiries and track performance metrics. Each app has its own strengths and may be better suited to different types of businesses.

3. How can customer service apps improve response times to customer inquiries?

Customer service apps can improve response times by centralizing all customer inquiries in one place, allowing agents to easily prioritize and respond to tickets. Automation features can also help route inquiries to the appropriate team member and provide quick, standardized responses to common questions.

4. How do customer service apps integrate with other business tools and platforms?

Many customer service apps offer integrations with popular tools and platforms such as CRM systems, email marketing software & e-commerce platforms. These integrations allow for seamless data sharing, improved collaboration between teams and a more holistic view of customer interactions across different channels.

10 Best Customer Service Apps for Your Businesses

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