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Best Customer Self-Service Software

Jeffrey Lin
JL
Researched and written by Jeffrey Lin

Customer self-service software provides a platform for end users, prospects, or customers to access information and perform tasks without the need for live chat or customer support representatives. Companies utilize these tools to provide around-the-clock support for customers and website visitors to find information or troubleshoot product issues on their own. By empowering users to resolve issues quickly and independently, self-service solutions enhance customer satisfaction and improve service agents’ productivity.

Customer self-service is a common feature of help desk software. These products provide support in a variety of ways. Most solutions enable businesses to create branded knowledge bases or help centers where customers can browse tutorials and articles that answer frequently asked questions (FAQs). Many products also offer tools for creating digital chatbots, which integrate with live chat software and other digital channels to interact with customers, resolve simple requests, and answer commonly asked questions. Similarly, some customer self-service tools enable businesses to build and deploy voice chatbots (also known as conversational IVR) to provide self-service options to customers over the phone. Contextual guidance solutions, such as digital adoption platforms, offer on-screen guidance to help customers complete tasks without the assistance of a customer support agent.

To qualify for inclusion in the Customer Self-Service category, a product must:

Provide information to customers without human interaction
Assist end users in completing common tasks
Provide 24-hour support to customers seeking assistance
Organize and distribute information for commonly asked questions

Best Customer Self-Service Software At A Glance

Best for Small Businesses:
Best for Mid-Market:
Best for Enterprise:
Highest User Satisfaction:
Best Free Software:
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Best for Enterprise:
Highest User Satisfaction:
Best Free Software:

G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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370 Listings in Customer Self-Service Available
(5,607)4.4 out of 5
Optimized for quick response
10th Easiest To Use in Customer Self-Service software
View top Consulting Services for Salesforce Service Cloud
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Entry Level Price:Starting at $25.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

    Users
    • Salesforce Administrator
    • Salesforce Developer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 42% Mid-Market
    • 39% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Salesforce Service Cloud Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,414
    Case Management
    1,233
    Features
    1,201
    Efficiency
    1,032
    Helpful
    729
    Cons
    Complexity
    646
    Learning Curve
    626
    Missing Features
    561
    Steep Learning Curve
    479
    Limitations
    458
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Salesforce Service Cloud features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 9.1
    8.6
    Automation
    Average: 8.6
    8.5
    Integrations
    Average: 8.5
    8.4
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    1999
    HQ Location
    San Francisco, CA
    Twitter
    @salesforce
    584,242 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    78,543 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Salesforce Service Cloud is the world's #1 AI CRM for service, where humans with AI agents drive customer success together. Service Cloud enables seamless collaboration between AI agents and humans, f

Users
  • Salesforce Administrator
  • Salesforce Developer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 42% Mid-Market
  • 39% Enterprise
Salesforce Service Cloud Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,414
Case Management
1,233
Features
1,201
Efficiency
1,032
Helpful
729
Cons
Complexity
646
Learning Curve
626
Missing Features
561
Steep Learning Curve
479
Limitations
458
Salesforce Service Cloud features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.1
8.6
Automation
Average: 8.6
8.5
Integrations
Average: 8.5
8.4
Personalization
Average: 8.4
Seller Details
Company Website
Year Founded
1999
HQ Location
San Francisco, CA
Twitter
@salesforce
584,242 Twitter followers
LinkedIn® Page
www.linkedin.com
78,543 employees on LinkedIn®
By Zoho
(6,197)4.4 out of 5
Optimized for quick response
View top Consulting Services for Zoho Desk
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50% off: $7-20/agent/month
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Zoho Desk is Zoho's flagship web-based help desk software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With

    Users
    • CEO
    • Owner
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 71% Small-Business
    • 24% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Zoho Desk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    690
    Features
    445
    Simple
    347
    Intuitive
    307
    Integrations
    302
    Cons
    Learning Curve
    225
    Steep Learning Curve
    153
    Missing Features
    152
    Integration Issues
    147
    Lack of Features
    140
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Zoho Desk features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.1
    8.3
    Automation
    Average: 8.6
    8.3
    Integrations
    Average: 8.5
    8.3
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Zoho
    Company Website
    Year Founded
    1996
    HQ Location
    Austin, TX
    Twitter
    @Zoho
    102,964 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    24,715 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Zoho Desk is Zoho's flagship web-based help desk software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With

Users
  • CEO
  • Owner
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 71% Small-Business
  • 24% Mid-Market
Zoho Desk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
690
Features
445
Simple
347
Intuitive
307
Integrations
302
Cons
Learning Curve
225
Steep Learning Curve
153
Missing Features
152
Integration Issues
147
Lack of Features
140
Zoho Desk features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.1
8.3
Automation
Average: 8.6
8.3
Integrations
Average: 8.5
8.3
Personalization
Average: 8.4
Seller Details
Seller
Zoho
Company Website
Year Founded
1996
HQ Location
Austin, TX
Twitter
@Zoho
102,964 Twitter followers
LinkedIn® Page
www.linkedin.com
24,715 employees on LinkedIn®

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(6,149)4.3 out of 5
Optimized for quick response
11th Easiest To Use in Customer Self-Service software
View top Consulting Services for Zendesk Support Suite
Save to My Lists
Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Zendesk is an AI-powered service solution that’s easy to set up, use, and scale. Zendesk solution works out-of-the-box, and is easy to modify in the event of change, enabling businesses to move faster

    Users
    • Customer Success Manager
    • Customer Service Manager
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 46% Mid-Market
    • 42% Small-Business
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Zendesk Support Suite is a customer support tool that integrates multiple channels of communication, manages tickets, and offers automation and AI-driven tools for efficiency.
    • Reviewers like the user-friendly interface, the ability to integrate with other platforms, the detailed analytics, and the automation capabilities that improve efficiency and reduce agent workload.
    • Reviewers experienced issues with the platform's speed, complexity in setting up and managing integrations, lack of certain features, and high cost for premium features and scaling up.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Zendesk Support Suite Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    256
    Features
    161
    Customer Support
    137
    Helpful
    122
    Efficiency
    106
    Cons
    Missing Features
    100
    Limited Features
    79
    Ticketing Issues
    73
    Poor Customer Support
    64
    Lack of Features
    59
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Zendesk Support Suite features and usability ratings that predict user satisfaction
    8.4
    Has the product been a good partner in doing business?
    Average: 9.1
    8.2
    Automation
    Average: 8.6
    8.1
    Integrations
    Average: 8.5
    7.9
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Zendesk
    Company Website
    Year Founded
    2007
    HQ Location
    San Francisco, CA
    Twitter
    @Zendesk
    105,082 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    6,641 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Zendesk is an AI-powered service solution that’s easy to set up, use, and scale. Zendesk solution works out-of-the-box, and is easy to modify in the event of change, enabling businesses to move faster

Users
  • Customer Success Manager
  • Customer Service Manager
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 46% Mid-Market
  • 42% Small-Business
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Zendesk Support Suite is a customer support tool that integrates multiple channels of communication, manages tickets, and offers automation and AI-driven tools for efficiency.
  • Reviewers like the user-friendly interface, the ability to integrate with other platforms, the detailed analytics, and the automation capabilities that improve efficiency and reduce agent workload.
  • Reviewers experienced issues with the platform's speed, complexity in setting up and managing integrations, lack of certain features, and high cost for premium features and scaling up.
Zendesk Support Suite Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
256
Features
161
Customer Support
137
Helpful
122
Efficiency
106
Cons
Missing Features
100
Limited Features
79
Ticketing Issues
73
Poor Customer Support
64
Lack of Features
59
Zendesk Support Suite features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 9.1
8.2
Automation
Average: 8.6
8.1
Integrations
Average: 8.5
7.9
Personalization
Average: 8.4
Seller Details
Seller
Zendesk
Company Website
Year Founded
2007
HQ Location
San Francisco, CA
Twitter
@Zendesk
105,082 Twitter followers
LinkedIn® Page
www.linkedin.com
6,641 employees on LinkedIn®
(2,492)4.4 out of 5
Optimized for quick response
15th Easiest To Use in Customer Self-Service software
View top Consulting Services for HubSpot Service Hub
Save to My Lists
20% off
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    HubSpot's Service Hub is the only AI-powered customer service solution that delivers delightful support at scale with unified customer insights. Service Hub helps you scale your support teams with ea

    Users
    • Customer Success Manager
    • Customer Success Specialist
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 63% Small-Business
    • 34% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • HubSpot Service Hub Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    493
    Features
    307
    Helpful
    205
    Customer Support
    170
    Efficiency
    169
    Cons
    Missing Features
    171
    Ticketing Issues
    122
    Ticket Management
    121
    Limited Features
    115
    Lack of Features
    110
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • HubSpot Service Hub features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.1
    8.5
    Automation
    Average: 8.6
    8.3
    Integrations
    Average: 8.5
    8.3
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    HubSpot
    Company Website
    Year Founded
    2006
    HQ Location
    Cambridge, MA
    Twitter
    @HubSpot
    804,639 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    11,117 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

HubSpot's Service Hub is the only AI-powered customer service solution that delivers delightful support at scale with unified customer insights. Service Hub helps you scale your support teams with ea

Users
  • Customer Success Manager
  • Customer Success Specialist
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 63% Small-Business
  • 34% Mid-Market
HubSpot Service Hub Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
493
Features
307
Helpful
205
Customer Support
170
Efficiency
169
Cons
Missing Features
171
Ticketing Issues
122
Ticket Management
121
Limited Features
115
Lack of Features
110
HubSpot Service Hub features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.1
8.5
Automation
Average: 8.6
8.3
Integrations
Average: 8.5
8.3
Personalization
Average: 8.4
Seller Details
Seller
HubSpot
Company Website
Year Founded
2006
HQ Location
Cambridge, MA
Twitter
@HubSpot
804,639 Twitter followers
LinkedIn® Page
www.linkedin.com
11,117 employees on LinkedIn®
(3,324)4.5 out of 5
Optimized for quick response
8th Easiest To Use in Customer Self-Service software
View top Consulting Services for Intercom
Save to My Lists
Entry Level Price:$39.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. Our AI-firs

    Users
    • Customer Success Manager
    • CEO
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 58% Small-Business
    • 37% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Intercom is a comprehensive customer engagement platform that integrates live chat, automated messaging, and a robust help center to support customer interactions.
    • Users like the platform's ease of use, versatility, and the AI features like Fin that improve efficiency by handling repetitive inquiries and allowing the team to focus on complex issues.
    • Reviewers noted that the platform can be expensive for small teams, occasionally experiences minor lags when processing high volumes of data, and some desired features are locked behind paywalls.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Intercom Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    360
    Helpful
    279
    Features
    245
    Customer Support
    166
    Efficiency
    150
    Cons
    Missing Features
    107
    Limited Features
    95
    Chat Functionality
    71
    Expensive
    62
    Learning Curve
    61
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Intercom features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.1
    8.8
    Automation
    Average: 8.6
    8.8
    Integrations
    Average: 8.5
    8.6
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    2011
    HQ Location
    San Francisco, CA
    Twitter
    @intercom
    43,194 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,529 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. Our AI-firs

Users
  • Customer Success Manager
  • CEO
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 58% Small-Business
  • 37% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Intercom is a comprehensive customer engagement platform that integrates live chat, automated messaging, and a robust help center to support customer interactions.
  • Users like the platform's ease of use, versatility, and the AI features like Fin that improve efficiency by handling repetitive inquiries and allowing the team to focus on complex issues.
  • Reviewers noted that the platform can be expensive for small teams, occasionally experiences minor lags when processing high volumes of data, and some desired features are locked behind paywalls.
Intercom Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
360
Helpful
279
Features
245
Customer Support
166
Efficiency
150
Cons
Missing Features
107
Limited Features
95
Chat Functionality
71
Expensive
62
Learning Curve
61
Intercom features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.1
8.8
Automation
Average: 8.6
8.8
Integrations
Average: 8.5
8.6
Personalization
Average: 8.4
Seller Details
Company Website
Year Founded
2011
HQ Location
San Francisco, CA
Twitter
@intercom
43,194 Twitter followers
LinkedIn® Page
www.linkedin.com
1,529 employees on LinkedIn®
(3,500)4.4 out of 5
Optimized for quick response
3rd Easiest To Use in Customer Self-Service software
View top Consulting Services for Freshdesk
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Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Freshdesk (a product of Freshworks Inc.) helps businesses delight their customers effortlessly with modern and intuitive software for customer support. Freshdesk converts requests coming in via email,

    Users
    • Manager
    • Owner
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 47% Small-Business
    • 39% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Freshdesk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    382
    Features
    219
    Helpful
    171
    Customer Support
    155
    Ticket Management
    154
    Cons
    Missing Features
    128
    Ticketing Issues
    109
    Ticket Management
    99
    Ticketing System Issues
    89
    Limited Features
    82
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Freshdesk features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.1
    8.6
    Automation
    Average: 8.6
    8.5
    Integrations
    Average: 8.5
    8.4
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    18,862 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    8,591 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Freshdesk (a product of Freshworks Inc.) helps businesses delight their customers effortlessly with modern and intuitive software for customer support. Freshdesk converts requests coming in via email,

Users
  • Manager
  • Owner
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 47% Small-Business
  • 39% Mid-Market
Freshdesk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
382
Features
219
Helpful
171
Customer Support
155
Ticket Management
154
Cons
Missing Features
128
Ticketing Issues
109
Ticket Management
99
Ticketing System Issues
89
Limited Features
82
Freshdesk features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.1
8.6
Automation
Average: 8.6
8.5
Integrations
Average: 8.5
8.4
Personalization
Average: 8.4
Seller Details
Company Website
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
18,862 Twitter followers
LinkedIn® Page
www.linkedin.com
8,591 employees on LinkedIn®
(559)4.7 out of 5
Optimized for quick response
6th Easiest To Use in Customer Self-Service software
Save to My Lists
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    UserGuiding empowers product teams to boost user activation and drive revenue growth through its all-in-one, no-code platform. Quickly implement superior self-service experiences that enhance user ado

    Users
    • Product Manager
    • Product Designer
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 58% Small-Business
    • 36% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • UserGuiding Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    233
    Customer Support
    142
    Intuitive
    97
    Features
    89
    Easy Setup
    84
    Cons
    Limited Customization
    41
    Learning Curve
    34
    Limited Functionality
    28
    Expensive
    25
    Limited Features
    21
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • UserGuiding features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.1
    8.5
    Automation
    Average: 8.6
    8.3
    Integrations
    Average: 8.5
    8.5
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    2017
    HQ Location
    Istanbul, TR
    Twitter
    @UserGuiding
    1,765 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    47 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

UserGuiding empowers product teams to boost user activation and drive revenue growth through its all-in-one, no-code platform. Quickly implement superior self-service experiences that enhance user ado

Users
  • Product Manager
  • Product Designer
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 58% Small-Business
  • 36% Mid-Market
UserGuiding Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
233
Customer Support
142
Intuitive
97
Features
89
Easy Setup
84
Cons
Limited Customization
41
Learning Curve
34
Limited Functionality
28
Expensive
25
Limited Features
21
UserGuiding features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.1
8.5
Automation
Average: 8.6
8.3
Integrations
Average: 8.5
8.5
Personalization
Average: 8.4
Seller Details
Company Website
Year Founded
2017
HQ Location
Istanbul, TR
Twitter
@UserGuiding
1,765 Twitter followers
LinkedIn® Page
www.linkedin.com
47 employees on LinkedIn®
(984)4.7 out of 5
Optimized for quick response
1st Easiest To Use in Customer Self-Service software
Save to My Lists
Entry Level Price:$180.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Gladly is the AI-powered, people-centered Customer Service Platform built to navigate today's rapidly evolving consumer landscape. Gladly empowers brands to deliver world class customer experiences at

    Users
    • Customer Service Representative
    • Customer Experience Advisor
    Industries
    • Retail
    • Consumer Services
    Market Segment
    • 62% Mid-Market
    • 20% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Gladly Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    236
    Features
    136
    Helpful
    133
    Efficiency
    103
    Customer Support
    71
    Cons
    Technical Issues
    45
    Call Issues
    43
    Missing Features
    41
    Call Functionality
    33
    Chat Functionality Issues
    33
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Gladly features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 9.1
    9.4
    Automation
    Average: 8.6
    9.4
    Integrations
    Average: 8.5
    9.1
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Gladly
    Company Website
    Year Founded
    2014
    HQ Location
    San Francisco, California
    Twitter
    @gladly
    4,161 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    221 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Gladly is the AI-powered, people-centered Customer Service Platform built to navigate today's rapidly evolving consumer landscape. Gladly empowers brands to deliver world class customer experiences at

Users
  • Customer Service Representative
  • Customer Experience Advisor
Industries
  • Retail
  • Consumer Services
Market Segment
  • 62% Mid-Market
  • 20% Small-Business
Gladly Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
236
Features
136
Helpful
133
Efficiency
103
Customer Support
71
Cons
Technical Issues
45
Call Issues
43
Missing Features
41
Call Functionality
33
Chat Functionality Issues
33
Gladly features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.1
9.4
Automation
Average: 8.6
9.4
Integrations
Average: 8.5
9.1
Personalization
Average: 8.4
Seller Details
Seller
Gladly
Company Website
Year Founded
2014
HQ Location
San Francisco, California
Twitter
@gladly
4,161 Twitter followers
LinkedIn® Page
www.linkedin.com
221 employees on LinkedIn®
By SAP
(204)4.5 out of 5
View top Consulting Services for SAP Service Cloud
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  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    SAP Service Cloud is an intelligent customer service solution that helps you reimagine customer service and deliver on your brand promise. It enables you to build connected, insightful and adaptive se

    Users
    • Software Engineer
    • Consultant
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 41% Mid-Market
    • 40% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • SAP Service Cloud Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Features
    80
    Ease of Use
    77
    Efficiency
    41
    Customer Support
    39
    Integrations
    35
    Cons
    Expensive
    47
    Learning Curve
    42
    Steep Learning Curve
    31
    Complexity
    30
    Limited Customization
    29
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • SAP Service Cloud features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.1
    8.7
    Automation
    Average: 8.6
    8.4
    Integrations
    Average: 8.5
    8.4
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    SAP
    Year Founded
    1972
    HQ Location
    Walldorf
    Twitter
    @SAP
    301,846 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    125,049 employees on LinkedIn®
    Ownership
    NYSE:SAP
Product Description
How are these determined?Information
This description is provided by the seller.

SAP Service Cloud is an intelligent customer service solution that helps you reimagine customer service and deliver on your brand promise. It enables you to build connected, insightful and adaptive se

Users
  • Software Engineer
  • Consultant
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 41% Mid-Market
  • 40% Enterprise
SAP Service Cloud Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Features
80
Ease of Use
77
Efficiency
41
Customer Support
39
Integrations
35
Cons
Expensive
47
Learning Curve
42
Steep Learning Curve
31
Complexity
30
Limited Customization
29
SAP Service Cloud features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.1
8.7
Automation
Average: 8.6
8.4
Integrations
Average: 8.5
8.4
Personalization
Average: 8.4
Seller Details
Seller
SAP
Year Founded
1972
HQ Location
Walldorf
Twitter
@SAP
301,846 Twitter followers
LinkedIn® Page
www.linkedin.com
125,049 employees on LinkedIn®
Ownership
NYSE:SAP
By SAP
(476)4.5 out of 5
Optimized for quick response
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  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    WalkMe, an SAP company, pioneered the world’s leading Digital Adoption Platform, helping organizations navigate the change brought on by technology across any application or system. Leveraging over a

    Users
    • Instructional Designer
    • Digital Adoption Specialist
    Industries
    • Computer Software
    • Financial Services
    Market Segment
    • 58% Enterprise
    • 29% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • WalkMe Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    148
    Helpful
    92
    Customer Support
    91
    Positive Experience
    67
    Features
    60
    Cons
    Learning Curve
    54
    Complexity
    50
    Limitations
    40
    Steep Learning Curve
    33
    Poor Customer Support
    25
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • WalkMe features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 9.1
    8.2
    Automation
    Average: 8.6
    7.7
    Integrations
    Average: 8.5
    8.1
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    SAP
    Company Website
    Year Founded
    1972
    HQ Location
    Walldorf
    Twitter
    @SAP
    301,846 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    125,049 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

WalkMe, an SAP company, pioneered the world’s leading Digital Adoption Platform, helping organizations navigate the change brought on by technology across any application or system. Leveraging over a

Users
  • Instructional Designer
  • Digital Adoption Specialist
Industries
  • Computer Software
  • Financial Services
Market Segment
  • 58% Enterprise
  • 29% Mid-Market
WalkMe Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
148
Helpful
92
Customer Support
91
Positive Experience
67
Features
60
Cons
Learning Curve
54
Complexity
50
Limitations
40
Steep Learning Curve
33
Poor Customer Support
25
WalkMe features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.1
8.2
Automation
Average: 8.6
7.7
Integrations
Average: 8.5
8.1
Personalization
Average: 8.4
Seller Details
Seller
SAP
Company Website
Year Founded
1972
HQ Location
Walldorf
Twitter
@SAP
301,846 Twitter followers
LinkedIn® Page
www.linkedin.com
125,049 employees on LinkedIn®
(1,614)4.7 out of 5
Optimized for quick response
2nd Easiest To Use in Customer Self-Service software
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15% off: $21-46/month
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Tidio is a powerful, all-in-one customer service platform that levels up your customer support and helps to generate more sales. An easily accessible live chat widget makes your business available 24/

    Users
    • Owner
    • CEO
    Industries
    • Retail
    • Marketing and Advertising
    Market Segment
    • 92% Small-Business
    • 7% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • Tidio is a live chat tool with AI chatbots, designed to facilitate real-time communication with customers and manage chat conversations on websites.
    • Users like Tidio's easy integration with websites, its ability to automate tasks with chatbot flows, and the convenience of receiving instant notifications on mobile devices.
    • Reviewers experienced limitations with the free plan, found some advanced features confusing, and reported occasional synchronization issues between the mobile and desktop versions.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Tidio Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    183
    Helpful
    121
    Chatbots
    113
    Chat Features
    95
    Features
    86
    Cons
    Expensive
    73
    Cost
    44
    Limited Features
    42
    Usage Limitations
    39
    Missing Features
    36
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Tidio features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 9.1
    9.0
    Automation
    Average: 8.6
    8.9
    Integrations
    Average: 8.5
    9.1
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Tidio
    Company Website
    Year Founded
    2013
    HQ Location
    San Francisco, California
    Twitter
    @tidiochat
    1,277 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    176 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Tidio is a powerful, all-in-one customer service platform that levels up your customer support and helps to generate more sales. An easily accessible live chat widget makes your business available 24/

Users
  • Owner
  • CEO
Industries
  • Retail
  • Marketing and Advertising
Market Segment
  • 92% Small-Business
  • 7% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • Tidio is a live chat tool with AI chatbots, designed to facilitate real-time communication with customers and manage chat conversations on websites.
  • Users like Tidio's easy integration with websites, its ability to automate tasks with chatbot flows, and the convenience of receiving instant notifications on mobile devices.
  • Reviewers experienced limitations with the free plan, found some advanced features confusing, and reported occasional synchronization issues between the mobile and desktop versions.
Tidio Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
183
Helpful
121
Chatbots
113
Chat Features
95
Features
86
Cons
Expensive
73
Cost
44
Limited Features
42
Usage Limitations
39
Missing Features
36
Tidio features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.1
9.0
Automation
Average: 8.6
8.9
Integrations
Average: 8.5
9.1
Personalization
Average: 8.4
Seller Details
Seller
Tidio
Company Website
Year Founded
2013
HQ Location
San Francisco, California
Twitter
@tidiochat
1,277 Twitter followers
LinkedIn® Page
www.linkedin.com
176 employees on LinkedIn®
(1,238)4.6 out of 5
Optimized for quick response
5th Easiest To Use in Customer Self-Service software
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Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Freshservice is Freshworks’s intelligent, right-sized, cloud-native service management solution. Freshservice does this by taking a fresh approach to building and delivering modern employee experience

    Users
    • IT Manager
    • Owner
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 61% Mid-Market
    • 20% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Freshservice Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    86
    Features
    46
    Automation
    36
    Ticketing System
    34
    Ticket Management
    33
    Cons
    Missing Features
    30
    Limited Features
    25
    Limited Customization
    16
    Ticketing Issues
    16
    Limited Functionality
    13
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Freshservice features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 9.1
    8.7
    Automation
    Average: 8.6
    8.0
    Integrations
    Average: 8.5
    8.2
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Company Website
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    18,862 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    8,591 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Freshservice is Freshworks’s intelligent, right-sized, cloud-native service management solution. Freshservice does this by taking a fresh approach to building and delivering modern employee experience

Users
  • IT Manager
  • Owner
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 61% Mid-Market
  • 20% Enterprise
Freshservice Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
86
Features
46
Automation
36
Ticketing System
34
Ticket Management
33
Cons
Missing Features
30
Limited Features
25
Limited Customization
16
Ticketing Issues
16
Limited Functionality
13
Freshservice features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 9.1
8.7
Automation
Average: 8.6
8.0
Integrations
Average: 8.5
8.2
Personalization
Average: 8.4
Seller Details
Company Website
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
18,862 Twitter followers
LinkedIn® Page
www.linkedin.com
8,591 employees on LinkedIn®
(358)4.6 out of 5
Optimized for quick response
Save to My Lists
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Whatfix is advancing the "userization" of application technology, by empowering companies to maximize the ROI of digital investments across the application lifecycle. Powered by GenAI, Whatfix’s produ

    Users
    • Product Manager
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 41% Enterprise
    • 38% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Whatfix Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Customer Support
    45
    Ease of Use
    43
    Positive Experience
    38
    Helpful
    30
    Features
    18
    Cons
    Learning Curve
    20
    Steep Learning Curve
    13
    Not Intuitive
    10
    Dashboard Issues
    9
    Flow Management
    8
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Whatfix features and usability ratings that predict user satisfaction
    9.5
    Has the product been a good partner in doing business?
    Average: 9.1
    8.3
    Automation
    Average: 8.6
    8.1
    Integrations
    Average: 8.5
    8.3
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Whatfix
    Company Website
    Year Founded
    2013
    HQ Location
    San Jose, CA
    Twitter
    @whatfix
    3,085 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,138 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Whatfix is advancing the "userization" of application technology, by empowering companies to maximize the ROI of digital investments across the application lifecycle. Powered by GenAI, Whatfix’s produ

Users
  • Product Manager
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 41% Enterprise
  • 38% Mid-Market
Whatfix Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Customer Support
45
Ease of Use
43
Positive Experience
38
Helpful
30
Features
18
Cons
Learning Curve
20
Steep Learning Curve
13
Not Intuitive
10
Dashboard Issues
9
Flow Management
8
Whatfix features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.1
8.3
Automation
Average: 8.6
8.1
Integrations
Average: 8.5
8.3
Personalization
Average: 8.4
Seller Details
Seller
Whatfix
Company Website
Year Founded
2013
HQ Location
San Jose, CA
Twitter
@whatfix
3,085 Twitter followers
LinkedIn® Page
www.linkedin.com
1,138 employees on LinkedIn®
(2,084)4.3 out of 5
Optimized for quick response
9th Easiest To Use in Customer Self-Service software
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Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    JustCall is the all-in-one business communication platform that helps businesses connect with prospects and customers across voice, SMS, email, and WhatsApp. Plus, workflow automation with 100+ integr

    Users
    • Account Executive
    • CEO
    Industries
    • Computer Software
    • Financial Services
    Market Segment
    • 61% Small-Business
    • 31% Mid-Market
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • JustCall is a platform that manages calls, texts, and contacts, and provides features such as call recording, transcription, and integration with various CRMs.
    • Users frequently mention the ease of use, clear voice quality, fast and responsive customer support, and the ability to integrate with other platforms as key benefits of JustCall.
    • Reviewers noted issues with call quality, occasional app crashes, slow customer service response times, and a lack of certain features such as customization options and comprehensive invoice visibility.
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • JustCall Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,285
    Features
    768
    Call Management
    624
    Helpful
    606
    Calling Features
    590
    Cons
    Call Issues
    708
    Call Functionality
    509
    Connection Issues
    411
    Poor Call Quality
    357
    Call Management
    324
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • JustCall features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 9.1
    8.1
    Automation
    Average: 8.6
    8.5
    Integrations
    Average: 8.5
    8.3
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Saas Labs
    Company Website
    Year Founded
    2016
    HQ Location
    Palo Alto, California
    Twitter
    @saas_labs
    295 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    373 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

JustCall is the all-in-one business communication platform that helps businesses connect with prospects and customers across voice, SMS, email, and WhatsApp. Plus, workflow automation with 100+ integr

Users
  • Account Executive
  • CEO
Industries
  • Computer Software
  • Financial Services
Market Segment
  • 61% Small-Business
  • 31% Mid-Market
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • JustCall is a platform that manages calls, texts, and contacts, and provides features such as call recording, transcription, and integration with various CRMs.
  • Users frequently mention the ease of use, clear voice quality, fast and responsive customer support, and the ability to integrate with other platforms as key benefits of JustCall.
  • Reviewers noted issues with call quality, occasional app crashes, slow customer service response times, and a lack of certain features such as customization options and comprehensive invoice visibility.
JustCall Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,285
Features
768
Call Management
624
Helpful
606
Calling Features
590
Cons
Call Issues
708
Call Functionality
509
Connection Issues
411
Poor Call Quality
357
Call Management
324
JustCall features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.1
8.1
Automation
Average: 8.6
8.5
Integrations
Average: 8.5
8.3
Personalization
Average: 8.4
Seller Details
Seller
Saas Labs
Company Website
Year Founded
2016
HQ Location
Palo Alto, California
Twitter
@saas_labs
295 Twitter followers
LinkedIn® Page
www.linkedin.com
373 employees on LinkedIn®
(579)4.6 out of 5
4th Easiest To Use in Customer Self-Service software
Save to My Lists
  • Overview
    Expand/Collapse Overview
  • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Ozonetel offers a highly adaptable cloud contact center solution for customer-first companies of all sizes. Ozonetel’s all-in-one enterprise-grade call center software combines cutting-edge power dial

    Users
    • Associate
    • Assistant Manager
    Industries
    • Financial Services
    • Hospital & Health Care
    Market Segment
    • 61% Mid-Market
    • 30% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
  • Ozonetel CloudAgent Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    228
    Features
    139
    Call Management
    137
    Call Quality
    116
    Helpful
    103
    Cons
    Call Issues
    108
    Connection Issues
    97
    Call Connectivity Issues
    76
    Technical Issues
    64
    Connectivity Issues
    62
  • User Satisfaction
    Expand/Collapse User Satisfaction
  • Ozonetel CloudAgent features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 9.1
    9.1
    Automation
    Average: 8.6
    9.1
    Integrations
    Average: 8.5
    8.9
    Personalization
    Average: 8.4
  • Seller Details
    Expand/Collapse Seller Details
  • Seller Details
    Seller
    Ozonetel
    Company Website
    Year Founded
    2007
    HQ Location
    San Jose, California
    Twitter
    @Ozonetel
    784 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    339 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Ozonetel offers a highly adaptable cloud contact center solution for customer-first companies of all sizes. Ozonetel’s all-in-one enterprise-grade call center software combines cutting-edge power dial

Users
  • Associate
  • Assistant Manager
Industries
  • Financial Services
  • Hospital & Health Care
Market Segment
  • 61% Mid-Market
  • 30% Small-Business
Ozonetel CloudAgent Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
228
Features
139
Call Management
137
Call Quality
116
Helpful
103
Cons
Call Issues
108
Connection Issues
97
Call Connectivity Issues
76
Technical Issues
64
Connectivity Issues
62
Ozonetel CloudAgent features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 9.1
9.1
Automation
Average: 8.6
9.1
Integrations
Average: 8.5
8.9
Personalization
Average: 8.4
Seller Details
Seller
Ozonetel
Company Website
Year Founded
2007
HQ Location
San Jose, California
Twitter
@Ozonetel
784 Twitter followers
LinkedIn® Page
www.linkedin.com
339 employees on LinkedIn®

Learn More About Customer Self-Service Software

What is Customer Self-Service Software?

A complete customer service experience extends into all aspects of a business, from the sales team’s early phone calls to the follow-up emails after service usage. If a company has a physical store, customer interactions and even decorations play a hand in customer satisfaction. This also applies to a company’s live chat agents and website.

Ideally, with customer self-service software, a company could offer in-the-moment human solutions to inquiries into its business, such as answers to questions and product suggestions, across timezones and places. Not only is this software a scalable service, but it can also identify similar issues and handle them, reducing the demand on the company’s agents. 

There is still no substitute for compassionate, well-informed service agents that help address customers’ most pressing issues. With that being said, customer support technologies such as web self-service tools are bringing brands and their customers closer together. These tools emulate a customer service agent’s interactions and empower visitors with the tools they need to learn, troubleshoot, and purchase the company’s offerings on their devices. Then, when it matters most, the contact center agents can get involved and elevate the customer experience.

What Types of Customer Self-Service Software Exist?

While functionally similar, different audiences require content catered to their level of expertise. Business clients require resources that can resolve technical issues that impact an entire business process or a department. Given the needs of different customer bases, self-service tools must be customizable to the client’s problems. The types of customer self-service software are:

Business-to-consumer (B2C) customer self-service software

B2C customer self-service software is the most common form of this solution. Its function is to provide accessible, comprehensive, instructive, and understandable content to empower customers to resolve problems without a customer support representative.

Business-to-business B2B customer self-service software

Business-to-business (B2B) facing customer self-service software helps businesses resolve issues that require much greater technical know-how. This requires the customer self-service tool’s resources to be tailored to a technically literate audience. The types of resources found in this service are FAQ pages, an online community, a ticketing system, getting started guides, instructional videos, tutorials, a knowledge base, user manuals, help documentation, error reporting, and a robust search function.

What are the Common Features of Customer Self-Service Software?

The applications in this category offer unique toolkits for developing and implementing self-service components into a company’s online operations. The following are some common customer self-service features and how they benefit a business:

Customer knowledge base: Predictive responses to customer queries are perhaps the core benefit of self-service channels. When a company’s website visitors want to inquire about product specifications or find how-to videos related to their purchase, the customer self-service software can direct them to the best solution. This may entail integrating the tool with the company’s existing knowledge management software or producing new knowledge base articles on common issues or queries. To curate the best answers for the customer self-service portal, the company can build a customer-facing knowledge base or import answers directly from their internal knowledge base. The user can modify their responses or redirect flows depending on the chosen product. This ensures only specified details are made available in the knowledge management process, or specific pages of the company’s knowledge management solutions are accessible to public visitors.

Support desk routing: The underlying goal of these guided customer portals is to reduce the need or demand for a live support team at different points in the customer journey. Customer service employees are irreplaceable for high-stakes sales moments or more urgent inquiries, like serious technical difficulties. Customer self-service tools can integrate with other customer support software, such as help desk software, so support agents can intervene when the situation calls for it or at least receive tickets that they respond to at their convenience. Companies can set up web self-service platforms to ping the correct employees at different experience points and properly route sessions to agents that can offer continued assistance.

Contextual guidance: With a customer self-service tool, a customer can get serviced without going to a physical location or getting support on the phone. This can include whether they want to upgrade to a new feature, change their contact information, or lodge a complaint about the service. A customer self-service tool can consist of quick links and commands that help visitors change their service or personal information with a few easy clicks. Once their settings are updated, users can continue shopping. Customer self-service software will often integrate with e-commerce platforms. The platform’s visitors can conveniently purchase additional goods or services from their devices once they have the information or correct details in their profile.

Analytics: Customer self-service tools not only assist customers faster but provides an overview of new customer interactions, behavior, and preferences. Reporting and analytics tools within these self-service tools can track this valuable data from all angles and provide high-level insights into the company’s website performance and customer relationships. Suppose specific questions are being asked far more often than others. It may mean that certain product features are confusing or the company is not being transparent enough about particular processes. In other cases, you may find that certain web pages generate more questions than others. These insights are an added benefit of this software and can translate to an optimized approach and increased return on investment (ROI).

What are the Benefits of Customer Self-Service Software?

Customer self-service software enhances a customer’s online journey with informational, interactive portals that visitors can navigate without assistance. Customer self-service software fills the gaps real-life employees can’t reach, giving people the details and results they are looking for when visiting a company’s website without human intervention.

Scalability: Traditional self-service portals are limited by the bandwidth of the server it is hosted on. Unlike traditional customer service methods, customer self-service software is not limited due to bandwidth nor the number of available customer service representatives (CSRs) and business hours.

Resource allocation: Readily available and easy-to-understand instructions can address most of the common questions customers would typically bring to customer support teams. With customers empowered to resolve their problems on their own, CSRs can focus on more complex technical issues.

Integration: This product complements existing software like live chat, help desk, etc., for optimal service and support. Self-service instruments fill service gaps with ease by providing real-time support.

Analytics: Customers that repeatedly use this service can provide insight into what kinds of issues different personas face. Based on behavior patterns, the software can help provide intelligent suggestions on products and content based on issues, history, or queries.

Support cost reduction: Companies can reduce headcount and improve workflow with many simple issues resolved through customer self-service software.

Who Uses Customer Self-Service Software?

All business types and sizes use customer self-service software. Since its primary goal is to empower customers to resolve their issues using self-service resources, companies purchase this software to downsize or streamline their customer service departments.

Customer service teams: Customer service departments use self-service software to complement or substitute their existing customer service infrastructure. Self-service resources like a knowledge base could efficiently address the simpler problems typically voiced to CSRs. Self-service software is often compatible with other support software (help desk and live chat) and is purchased to fill a void in their service infrastructure.

Sales teams: Sales teams can use customer self-service software analytics to discover pain points during the customer journey or onboarding process. Self-service tools can also supplement the sales process by allowing the customer to complete their purchase without involvement from a salesperson.

Product managers or engineers: Product managers and engineers are the best sources for knowledge base content about complex customer service problems because they are the subject matter experts. For B2B customer service, there is the risk of a significant error impacting the entire business. These professionals can take a proactive approach and create a robust knowledge base library to act as a preventative measure.

Challenges with Customer Self-Service Software

Customer self-service solutions can come with their own set of challenges, including:

Search engine optimization (SEO): Most customers indirectly come across self-service knowledge through an online search via google.com or bing.com. A knowledge base will not be as effective if customers can only find it through the company’s website.

Tagging: Self-service content needs to tag terms appropriately according to the user: a layperson or subject expert. Consumers will not be able to navigate the internal search engine if the content is mislabeled.

Information architecture: A robust library needs a knowledge base and an intuitively organized information structure. For example, the solution to a login problem can be a hyperlink on a webpage instead of being within the internal search engine. Having well-written instructions and how-to instructional videos are not helpful if they are sequestered on a hard-to-reach web page. 

User experience: How the website is designed is equally important because a customer should be using existing knowledge to navigate a website instead of learning a new web page format and the desired solution to their issue.

How to Buy Customer Self-Service Software

When choosing the customer self-service software that is right for a business, companies need to consider their specific needs. First, buyers should evaluate the need for social customer self-service software and determine what functionality will most benefit their business. 

Requirements Gathering (RFI/RFP) for Customer Self-Service Software

Businesses need to address some initial questions to determine the correct tool to meet their business needs. These include:

  • Is the customer base B2C or B2B?
  • Can the software’s data analytics help the company better understand its customers’ needs?
  • Will the software be used for technical or service support?
  • What customer service gap will this software fill?
  • Will this software make the company’s department more efficient?

Compare Customer Self-Service Products

Create a long list

Evaluating customer self-service software vendors should start with a long list, which will help determine whether or not a given solution is a good fit. Businesses can create a broad list of tools that align with their goals with a long list. To level the playing field, the company needs to ask each seller the same set of questions.

Create a short list

The next step is to whittle down the long list. Through pointed questions, demos, and trials, buyers can go from a long list to a short one. Although this will differ for each business and use case, having three to five products on the short list is typically a good choice. With this list in hand, businesses can produce a matrix to compare the features and pricing of the various solutions.

Conduct demos

The user should demo each solution on the short list with the same use case and datasets to ensure the comparison is thoroughgoing. This will allow businesses to evaluate like for like and see how each vendor stacks up against the competition.

Selection of Customer Self-Service Software

Choose a selection team

Before getting started, it's crucial to create a winning team that will work together throughout the entire process, from identifying pain points to implementing the customer self-service tool. The software selection team should consist of organization members who have the right interest, skills, and time to participate in this process. A good starting point is to aim for three to five people who fill roles such as the primary decision maker, project manager, process owner, system owner, staffing subject matter expert, and a technical lead, IT administrator, or security administrator. The vendor selection team may be smaller in small-scale companies, with participants multitasking and taking on more responsibilities.

Negotiation

Before signing a contract, buyers should negotiate for the best price and ask about any discounts for which their business may qualify. This is also the time to discuss implementation and onboarding services and payment plans.

Final decision

After this stage, and before going all in, it is recommended to roll out a test run or pilot program to test adoption with a small sample size of users. If the tool is well used and received, the buyer can be confident that the selection was correct. If not, it might be time to go back to the drawing board.