8 Best Enterprise Customer Service Software & Platform Reviewed

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Enterprise Customer Service Software Enterprise Customer Service

Equip Your Business with the Best Enterprise Customer Service Software

Optimize your customer service operations and enhance client satisfaction by employing an excellent enterprise customer service platform.

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Increase Revenue & Sales

Effective customer service provides an opportunity to upsell or cross-sell relevant products. It also improves customer satisfaction that leads to repeat purchases.

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Enhanced Customer Insights

Engage directly with the customers and listen to their feedback actively to learn about their expectations.

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Higher Customer Satisfaction

Create a positive and seamless customer experience with enterprise customer support software. Elevate customer satisfaction while building stronger relationships.

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Reduce Customer Complaints

Through effective communication, active listening and empathetic problem-solving, enterprises can not only identify but also resolve issues efficiently.

Companies often struggle to keep up with ever-increasing customer expectations. The inability to provide personalized service at scale are eroding customer loyalty.
Enter enterprise customer service software— that’s revolutionizing how businesses interact with their clients. These powerful platforms leverage AI and data analytics to provide lightning-fast, hyper-personalized support across multiple channels.
We’ll explore how enterprise customer service software is reshaping the customer support and why it’s becoming an indispensable tool for businesses aiming to thrive.

  1. 1 What is Enterprise Customer Service?
  2. 2 Comparison Chart for Top Enterprise Customer Service Software
  3. 3 Key Features of Enterprise Customer Service Software
  4. 4 Top 8 Enterprise Customer Service Software
  5. 5 Types of Enterprise Customer Service Software
  6. 6 Tips for Choosing Right Enterprise Customer Support
  7. 7 Benefits of Enterprise Customer Support
  8. 8 Cultivating a Customer-Centric Culture with Enterprise Service Tools
  9. 9 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
  10. 10 FAQs about Enterprise Customer Service Software

What is Enterprise Customer Service?

Enterprise Customer Service refers to the large-scale support and assistance provided by organizations to their customers, typically in a business-to-business (B2B) context or for large consumer-facing companies with complex product offerings. It is especially designed to handle high-volume, often complex inquiries/ issues across multiple channels.
Offering tailored solutions and personalized attention allows companies to boost their bottom line. Effective enterprise customer service also helps businesses identify areas for improvement and innovation based on customer feedback and insights.

Key Goals:

  1. Customer satisfaction: Ensure clients are happy with the product or service and their overall experience.
  2. Efficiency: Resolve issues quickly and effectively to minimize downtime for clients.
  3. Scalability: Handle large volumes of inquiries across various channels simultaneously.
  4. Personalization: Provides tailored support that addresses each client’s unique needs and circumstances.
  5. Proactive support: Anticipate and address potential issues before they become problems for customers.

Comparison Chart for Top Enterprise Customer Service Software

Businesses are aggressively turning to top enterprise customer service software to streamline their support processes and provide an exceptional customer experience.

Name  Key Features Price Free Trial
Omni24
  • Omnichannel support
  • AI-powered chatbot
  • Custom workflows
  • Real-time analytics
  • Integration with CRM systems
 $34/user/month Free trial available
Veemo
  • Ticketing system
  • Live chat and messaging
  •  Knowledge base
  •  Analytics and reporting
  •  Customizable interface
  •  SLA management
 $19/user/month Free trial available
Freshdesk
  • Incident management
  •  Problem management
  •  Change management
  •  Knowledge management
  •  Service catalog
  •  Performance analytics
 $15/agent/month 21 days
ServiceNow
  • Shared inbox
  •  Knowledge base
  •  Live chat
 Custom pricing 30 days
Oracle Service
  •  Omnichannel support
  •  AI-driven recommendations
  •  Field service management
  •  Customer portal
  •  IoT integration
  •  Predictive analytics
 Custom pricing 30 days
Microsoft Dynamics 365 Customer Service
  • Case management
  •  Omnichannel engagement
  •  Knowledge management
  •  AI-assisted support
  •  Self-service portal
  •  Unified agent desktop
 $50/user/month 30 days
HubSpot Service Hub
  •  Ticketing
  •  Knowledge base
  •  Live chat
  •  Customer feedback surveys
  •  Reporting dashboard
  •  Integration with CRM
 $45/month/2 users 14 days
Intercom
  •  Live chat
  •  Chatbots
  •  Targeted messaging
  •  Help center
  • Team inbox
  •  Custom reporting
 Starts at $74/month 14 days

Key Features of Enterprise Customer Service Software

Enterprise customer service software is essential for businesses looking to provide top-notch customer support and improve overall customer satisfaction. 

Enterprise Customer Service Software Features

1. Omnichannel Support

An enterprise-grade customer service platform should offer seamless support across multiple channels. It includes email, phone, live chat, social media and self-service portals. The system should unify these channels, allowing agents to view as well as manage all customer interactions from a single interface, ensuring consistent communication and a holistic view of the customer journey.

2. Ticketing System

A robust ticketing system is essential for organizing and tracking customer issues. It should automatically create, assign and prioritize tickets based on predefined rules. The system should also allow for easy categorization, tagging and status updates, enabling efficient customer service workflow management that ensures no customer inquiry falls through the cracks.

3. Knowledge Base and Self-Service Options

An integrated knowledge base allows customers to find answers to common questions independently. It should include a searchable database of articles, FAQs and how-to guides. Moreover, the software should offer tools for creating and maintaining this content as well as analytics to track its effectiveness in resolving customer queries.

4. Automation and AI Capabilities

Advanced enterprise solutions incorporate automation and AI to enhance efficiency. It can include chatbots for handling routine inquiries, automated ticket routing based on keywords or customer attributes and AI-powered suggestions for agents to help them resolve issues more quickly.

5. Customization and Scalability

The software should be highly customizable to fit the specific needs of the enterprise. It includes the ability to create custom fields, workflows and reports. The software should be scalable to accommodate growth in both customer base and support team size without compromising performance.

6. Reporting and Analytics

Comprehensive reporting & analytics tools are crucial for measuring performance and identifying areas for improvement. The software should offer real-time dashboards, customizable reports and deep analytics capabilities. The data helps in tracking key metrics, identifying trends and making informed decisions to enhance customer service quality.

7. Integration Capabilities

Enterprise customer service software should easily integrate with other business systems such as CRM, ERP and e-commerce platforms. It ensures a seamless flow of information across the organization and provides agents with a complete view of customer data, enabling more effective personalized support.

8. Team Collaboration Tools

Features that facilitate team collaboration are essential for large support teams. It includes internal chat systems, the ability to share and transfer tickets or tools for leaving notes or comments on customer issues. Such features help in knowledge sharing and ensure smooth handoffs between team members or departments.

9. SLA Management

Service Level Agreement (SLA) management tools help ensure that customer issues are resolved within promised timeframes. The software should allow for setting up plus tracking SLAs with automated alerts for approaching deadlines and reporting on SLA compliance.

Top 8 Enterprise Customer Service Software

Providing exceptional customer service is essential for enterprises looking to stand out from the competition.

1. Omni24

Top customer service platform for enterprises

Omni24 Enterprise Customer Service Software

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:

  • 24/7 availability: Chatbots are available around the clock, offering customers assistance anytime, improving accessibility and satisfaction.
  • 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.
  • Centralized support management: The help desk organizes all customer support requests, providing a single view for agents to manage inquiries effectively.
  • 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.

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

Best enterprise customer service solution

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:

  • Centralized communication hub: Consolidates all customer inquiries into a single inbox, simplifying management and response processes for support teams.
  • Unified customer profiles: Maintains a comprehensive view of customer interactions across channels, allowing agents to provide personalized support.
  • Real-time communication: Live chat enables instant communication with customers, providing immediate assistance and improving overall customer satisfaction through quick responses.
  • 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, facilitating accountability and timely responses.
  • Knowledge base: A self-service resource for customers, providing access to articles, FAQs, and troubleshooting guides. This 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.

3. Freshdesk

Highly scalable enterprise customer service software

Freshdesk Enterprise Customer Service Software

Freshdesk, by Freshworks, is a feature-rich customer support software that scales well for enterprise needs. It’s known for its intuitive interface and comprehensive set of tools.

Key features:

Freshdesk offers multichannel support, including email, phone, chat and social media. It provides AI-powered automation for ticket routing & resolution, team collaboration tools and a customizable knowledge base.

The platform also includes features like SLA management, advanced reporting or custom roles and permissions. Freshdesk’s enterprise plan offers additional features like custom objects, audit logs and agent scripting.

Pricing: Free forever up to 2 agents!

4. ServiceNow

Cloud based customer service platform

ServiceNow Enterprise Customer Service Software

Customer Service Management ServiceNow is a cloud-based platform that offers robust IT service management and customer service solutions. Its Customer Service Management module is designed for large enterprises with complex service needs.

Key features:

ServiceNow provides case management, knowledge management, and self-service portals. It offers strong workflow automation capabilities, including AI-assisted routing and resolution.

The platform also includes features for field service management, predictive intelligence and performance analytics. ServiceNow is particularly noted for its ability to connect customer service with other business processes.

Pricing: For pricing contact Request info or schedule a demo.

5. Oracle Service

Comprehensive enterprise customer service solution

Oracle Service Enterprise Customer Service Software

Oracle Service is part of Oracle’s CX (Customer Experience) suite, offering a comprehensive solution for large enterprises. It’s particularly strong in its ability to integrate with other Oracle business applications.

Key features:

Oracle Service provides omnichannel support, including digital customer service, field service, and contact center capabilities. It offers AI-driven automation as well as recommendations, knowledge management and customer portal functionality.
The platform also includes advanced analytics, IoT integration for proactive service and tools for personalizing customer interactions at scale.

Pricing: Oracle pricing starts from $54 for Virtual machine instances.

6. Microsoft Dynamics 365

Leading enterprise customer service suite

Microsoft Dynamics 365 Enterprise Customer Service Software

Customer Service Microsoft’s offering in the enterprise customer service space is part of its Dynamics 365 suite. It’s well-suited for organizations already using Microsoft products and looking for deep integration with their existing systems.
Key features:

Dynamics 365 Customer Service offers case management, knowledge management and omnichannel engagement capabilities. It provides AI-assisted support tools, including virtual agents and AI-suggested responses for agents.
The platform also includes self-service portals, a unified agent desktop and robust reporting & analytics. Its integration with other Microsoft tools like Power BI and Teams is a significant advantage.

Pricing: Microsoft Dynamics 365 pricing starts from free to $100/per user month.

7. HubSpot Service Hub

Best enterprise customer support software

HubSpot Service Hub Enterprise Customer Service Software

HubSpot Service Hub is part of HubSpot’s larger CRM platform, offering a comprehensive solution for customer service teams. It’s known for its user-friendly interface and seamless integration with HubSpot’s marketing as well as sales tools, making it ideal for businesses looking for an all-in-one customer relationship management solution.

Key features:

The platform also includes advanced analytics, customizable dashboards and an open API for integrations. HubSpot enterprise plan includes features like multiple brands support, custom roles & permissions and 24/7 support.

Pricing: Free for up to 2 users and goes upto $15/mo/seat.

8. Intercom

Top enterprise support solution for all businesses

Intercom Enterprise Customer Service Software

While often associated with startups and mid-sized companies, Intercom has evolved to offer enterprise-grade features, making it a viable option for larger organizations, especially those focused on digital-first customer interactions.

Key features:

Intercom is known for its strong messaging as well as live chat capabilities, including chatbots and targeted messaging. It offers a team inbox for managing customer communications, a customizable help center and tools for proactive support.

The platform also provides features for product tours, customer feedback collection and detailed analytics on customer interactions along with support performance. Intercom’s enterprise plan includes advanced security features, custom data retention policies and dedicated support.

Pricing: Starts from $29/seat/mo to $132/seat/mo.

Types of Enterprise Customer Service Software

Enterprise customer service software is a must-have for businesses looking to streamline their customer support processes and provide top-notch customer service.

Enterprise Customer Service Software Types

1. CRM software: Customer Relationship Management (CRM) software helps businesses manage their customer data, interactions and service requests. It can help you track customer interactions, analyze customer trends and personalize customer interactions.
2. Helpdesk software: Helpdesk software allows businesses to manage and respond to customer service requests efficiently. The software typically includes ticket management, automation tools & analytics to help businesses track customer issues and resolutions.
3. Live Chat software: Live chat tool enables businesses to interact with customers in real-time through chat on their website or mobile app. The online chat software can help businesses provide immediate assistance to customers and increase customer satisfaction.
4. Social media management software: The SMM software allows businesses to monitor customer inquiries and feedback on social media platforms. The social platforms management software can help businesses engage with customers, resolve issues and analyze customer sentiment on social channels.
5. Self-service software: Self-help tool enables businesses to provide self-help resources, such as FAQs, knowledge bases and tutorials, for customers to find solutions to their issues independently. It can help businesses reduce support costs and improve customer satisfaction.
6. Feedback management software: The software allows businesses to collect, analyze and act on customer feedback to improve their products/services. Feedback management software can help businesses gather insights from customers, measure customer satisfaction and identify areas for improvement.
7. Omnichannel support software: Omnichannel support software enables businesses to provide seamless customer support across multiple channels, such as phone, email, chat, social media and self-service. Omnichannel support software can help businesses deliver consistent and personalized customer service experiences across all customer touchpoints.

Tips for Choosing Right Enterprise Customer Support

Choosing the right enterprise customer support is crucial for maintaining customer satisfaction and loyalty.

How to Choose Enterprise Customer Support Software

Assess Your Specific Needs

Before selecting an Enterprise Customer Support solution, thoroughly evaluate your organization’s unique requirements. Consider factors such as the size of your customer base, the complexity of your products or services, the channels through which you provide support, and your industry-specific needs. Understanding your specific challenges and goals will help you identify a solution that aligns perfectly with your business objectives.

Look for Omnichannel Support

Customers expect to be able to reach out for support through multiple channels such as phone, email, chat and social media. Look for a customer support solution that offers omnichannel support to meet the needs of your customers.

Prioritize Self-Service Options

Self-service options such as knowledge bases, FAQs and chatbots can help reduce the volume of support requests. They provide customers with quick and easy solutions to their problems. Choose a customer support solution that offers robust self-service options.

Ensure Integration with CRM

Customer support is closely linked with customer relationship management (CRM). Choose a customer support solution that seamlessly integrates with your CRM system to provide a holistic view of your customer interactions and history.

Assess Reporting and Analytics Capabilities

Reporting and analytics are crucial for measuring the effectiveness of your customer support efforts. Look for a customer support solution that offers robust reporting and analytics capabilities. It helps to track key metrics such as response times, resolution rates and customer satisfaction scores.

Consider Customer Feedback Mechanisms

Customer feedback is invaluable for improving your customer support processes. Choose a customer support solution that provides mechanisms for collecting and analyzing customer feedback, such as surveys, reviews or ratings.

Benefits of Enterprise Customer Support

One of the most important aspects of running a successful business is providing excellent customer support.

  • Enhanced customer satisfaction: Enterprise customer support provides personalized, high-quality assistance to clients, leading to increased satisfaction. By offering dedicated support channels, faster response times and tailored solutions, enterprises can meet the complex needs of their customers more effectively.
  • Improved customer retention: Exceptional support helps build strong, long-lasting relationships with clients. When customers feel valued and their issues are resolved promptly, they are more likely to remain loyal to the company. It also reduces churn rate and increases customer lifetime value.
  • Increased revenue opportunities: Well-trained support teams can identify upselling and cross-selling opportunities during interactions with customers. By understanding client needs and pain points, they can suggest relevant products or services, potentially increasing sales revenue.
  • Valuable customer insights: Enterprise support teams gather significant data on customer preferences, common issues and product usage. The information can be used to improve products, services and overall business strategies, driving innovation or competitive advantage.
  • Brand reputation enhancement: Superior customer support contributes to a positive brand image. Satisfied customers are more likely to recommend the company to others, leading to positive word-of-mouth marketing and improved brand perception in the market.
  • Operational efficiency: Implementing robust enterprise support systems can streamline processes, reduce repetitive queries and automate routine tasks. It leads to improved efficiency, allowing support teams to focus on more complex issues and strategic activities.

Cultivating a Customer-Centric Culture with Enterprise Service Tools

Enterprise customer service tools are essential for cultivating a customer-centric culture within an organization. They streamline communication, improve response times, and provide insights that help businesses better understand customer needs as well as preferences.
Smart automation, unified workflows, and comprehensive analytics empower teams to deliver exceptional service at scale. Organizations must embrace AI-powered ticket routing, real-time insights, and seamless integrations to stay competitive.
Investing in the right customer service tools helps build stronger relationships, boost loyalty, and drive long-term growth, ensuring competitiveness in the modern market

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FAQs about Enterprise Customer Service Software

Enterprise customer service is crucial for retaining customers and building long-term relationships. Providing excellent customer service can differentiate a business from its competitors, increase customer loyalty and drive revenue growth.

Automation can be utilized in enterprise customer service to streamline processes, improve response times, and enhance overall efficiency. Chatbots, email automation and self-service options are examples of automation tools that can help businesses provide quick and personalized service to customers.

Metrics such as customer satisfaction scores, response times, customer retention rates, and resolution rates are commonly tracked to measure the success of enterprise customer service. These metrics can help businesses identify areas for improvement and make data-driven decisions to enhance customer service experiences.

Handling challenging customers in enterprise customer support requires patience, empathy, and effective communication skills. It is important to listen to the customer’s concerns, acknowledge their frustration, and work towards finding a solution that meets their needs. De-escalation techniques and conflict resolution skills are also valuable in managing difficult customer interactions.

Common tools used in enterprise customer support include customer relationship management (CRM) software, helpdesk ticketing systems, live chat platforms, and knowledge base resources. These tools help customer support professionals manage customer inquiries, track customer interactions, and provide timely and accurate information to customers.

Technology is integrated into enterprise customer support through various digital channels such as email, chat, social media, and mobile apps. Businesses can leverage technology to offer multi-channel support, personalize customer interactions and automate routine tasks to enhance the overall customer service experience.

Enterprise customer support professionals should possess strong communication skills, problem-solving abilities, empathy, and a customer-centric mindset. They should also be proficient in using customer service tools and technologies, have a good understanding of the products or services they are supporting, and be able to work effectively in a team environment. Continuous learning and adaptability are also essential skills for navigating the ever-evolving landscape of enterprise customer service.

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