28 Min
Did you know 86% of buyers are willing to pay more for a great customer experience? As digitization increases, customers increasingly turn to different channels for help with their concerns. This has led to the need for companies to adopt digital customer service platforms that can cater to the needs and preferences of their customers via email, chat, social media, etc.
With the right platform, companies can streamline support processes, reduce response times, and provide personalized support to every customer. Unlike traditional customer service methods, these platforms offer a holistic approach that ensures a consistent and personalized experience with every customer interaction.
This blog post discusses the 18 best digital customer service platforms for 2024. We discuss each platform’s features, pricing, pros, and cons to help you decide on a digital customer service platform that meets your needs.
Table of contents
19 Best Digital Customer Service Platforms For 2023
- Knowmax
- Zendesk
- Genesys Cloud CX
- ServiceNow
- HubSpot Service Hub
- Freshdesk
- Salesforce Service Cloud
- Document360
- Talkdesk
- LeadDesk
- Help Scout
- Zoho Desk
- Nice InContact
- Gladly
- Intercom
- Gorgias
- HappyFox
- Hiver
- Kayako
1. Knowmax
Knowmax is an AI-powered knowledge management system developed by CX experts. So, if you are looking for a digital customer service platform, this is worth checking out.
Knowmax’s omnichannel feature ensures companies can provide consistent experiences across digital channels, as it can be complicated to provide support across channels.
Knowmax supports your agents by creating a single source of truth, making accessing the right knowledge seamless. With features like dynamic decision trees, Ask AI, and picture guides, the agents can easily navigate the knowledge base, providing better customer service.
Knowmax also offers micro-segment analysis to help companies track the benefits of their knowledge. This allows them to identify knowledge gaps and optimize support content to meet customer needs better.
With Knowmax analytics, companies can gain valuable insights into their customers’ behavior and preferences, improving the overall customer experience.
By integrating Knowmax into their operations, companies can streamline the customer journey, enhance self-service support, and give their agents the tools they need to deliver exceptional service.
2. Zendesk
Zendesk is a digital customer service platform that provides companies with various features to optimize customer service and increase customer satisfaction. One of Zendesk’s key features is its ability to support multichannel communication.
This allows companies to provide a seamless customer experience, regardless of the communication channel.
The Zendesk ticketing system is another unique feature that lets businesses track and manage customer requests effectively. With this functionality, no query goes unanswered, and customers receive quick and accurate answers.
Another essential feature of Zendesk is its reporting and analytics features.
This feature allows companies to track support metrics like response time, resolution rates, and customer satisfaction rates. This data can be used to identify areas for improvement and optimize support operations to meet customer needs better.
Additionally, Zendesk’s automation capabilities enable companies to automate ticket routing and prioritization tasks. This saves support staff time and resources and lets them focus on more complex customer requests.
3. Genesys Cloud CX
Genesys Cloud CX is a digital customer service platform that offers companies a range of features to optimize customer service. Its Omnichannel feature allows businesses to manage customer interactions across channels, including email, chat, social, and phone.
Genesys Cloud CX also offers a variety of self-service options, including a knowledge base, community forums, and chatbots. These self-service options allow customers to quickly and easily find answers to their questions, reducing the need to contact support agents.
Genesys Cloud CX’s AI-powered chatbots can also handle routine queries and provide customers with a personalized experience. With the help of reporting and analytics tools offered by Genesys Cloud CX, businesses can keep tabs on customer satisfaction scores, resolution rates, and response times.
With the use of this data, support operations may be optimized to better match customer expectations and pinpoint areas for improvement.
4. ServiceNow
ServiceNow’s ability to provide multi-channel support is one of its primary benefits. Businesses may handle interactions with customers via email, chat, social media, and phone thanks to this capability. This will make it possible for businesses to offer a smooth consumer experience across any channel of communication.
ServiceNow provides customers with a range of self-service options. This convenience lets customers quickly and easily find solutions to their inquiries and reduces their need to contact customer support.
Moreover, ServiceNow’s AI-powered chatbots also handle routine queries, providing customers with a customized experience. Another critical feature of ServiceNow is its case management functions. This feature lets companies track and manage customer requests effectively.
The automation capabilities of ServiceNow offer companies the option to automate tasks such as ticket routing and prioritization. By doing so, support staff can save valuable time and resources that they can then dedicate to handling more complex customer requests.
5. HubSpot Service Hub
With a number of features intended to improve customer service and raise satisfaction levels, HubSpot Service Hub is a feature-rich digital platform for customer service.
HubSpot’s Service Center provides a number of self-service tools, such as knowledge bases, chatbots, and community forums. These practical choices help users find answers to their queries quickly and effectively, which lessens the need for them to get in touch with customer service.
With HubSpot Service Hub, businesses can be confident that no request goes unanswered and that customers receive fast, accurate answers to their questions. HubSpot Service Hub also offers reporting and analytics capabilities that allow companies to track important support metrics.
6. Freshdesk
Freshdesk is a platform designed to help companies manage customer feedback, inquiries, and complaints across channels. One of Freshdesk’s key features is multi-channel support.
The platform allows businesses to manage customer interactions across email, phone, social media, live chat, and other channels from a single dashboard. This will enable companies to respond fast and efficiently to customer inquiries and complaints, regardless of the channel used.
Freshdesk also offers a knowledge base feature that lets businesses create a searchable database of articles, FAQs, and other resources that help customers find answers to their questions. This data is used to identify opportunities for improvement and measure the success of customer service initiatives.
7. Salesforce Service Cloud
Salesforce Service Cloud is a digital customer service platform that provides companies with different tools and features to manage and improve customer interactions. One of the features of Salesforce Service Cloud is omnichannel support.
Another essential feature of Salesforce Service Cloud is the knowledge management software. Salesforce Service Cloud also offers several automation tools.
These tools allow companies to automate ticket routing, escalation, and monitoring tasks. This helps ensure that customer inquiries and complaints are handled efficiently and that timely responses are provided to customers.
8. Document360
Document360 revolutionizes customer service with its AI-powered self-service knowledge base, which is available 24/7 across all devices. Thanks to an array of self-service features like AI-powered search functionality, FAQ pages, and chatbots, customers enjoy the freedom to explore and find solutions independently. Additionally, comprehensive resources such as user manuals and guides enable customers to troubleshoot issues autonomously, leading to a reduction in support tickets.
By granting instant access to essential documents, Document360 minimizes customer wait times, eliminating the need for them to await assistance. Consequently, support overhead is significantly reduced, alleviating the burden on customer support agents. Moreover, Document360’s support for multiple languages facilitates global outreach, catering to diverse audiences effectively.
This seamless self-service experience empowers customers and enhances satisfaction levels, fostering loyalty and positive product experiences. Trusted by esteemed global brands like McDonald’s, VMware, Virgin Red and many more. Document360 stands as the preferred solution for effortlessly elevating customer support experiences.
9. Talkdesk
Talkdesk is designed to help companies provide fast and efficient customer service. One of Talkdesk’s key features is its cloud-based infrastructure. Businesses can manage customer interactions from anywhere without needing local hardware or software.
Another essential feature of Talkdesk is intelligent routing. This feature allows businesses to route customer inquiries and complaints to the most appropriate agent based on skills, language, and availability.
Along with automation tools, Talkdesk also offers a range of reporting and analysis tools. The gathered data can help identify areas of improvement and measure the effectiveness of customer service initiatives.
10. LeadDesk
LeadDesk is a digital platform for customer care that gives companies a range of features and capabilities. The platform’s cloud-based infrastructure is one of its key features. With the help of this functionality, companies can handle client contacts remotely without depending on local hardware or software.
LeadDesk also offers a wide range of automation tools, such as monitoring, escalation, and ticket routing. These instruments facilitate the effective management of client inquiries and grievances, guaranteeing prompt resolutions and better customer service.
11. Help Scout
One of the critical features of Help Scout is its simplicity. The platform is easy to use and requires no technical knowledge to set up or manage. This makes it an ideal solution for businesses of all sizes, especially those without dedicated IT resources.
Another critical feature of Help Scout is its team collaboration tools. The platform allows companies to assign calls to specific teams or agents and work together on answers and solutions. This feature helps companies deliver a consistent customer experience across channels.
12. Zoho Desk
Zoho Desk is a digital customer service platform that provides businesses with different tools and features to manage and improve customer interactions.
It is a comprehensive customer care platform that includes a number of automated capabilities for streamlining ticket management. It enables businesses to classify tickets, create macros, and route requests according to priority and category, resulting in faster and more efficient responses.
Furthermore, Zoho Desk provides customer service through a variety of contact channels, including email, chat, and social media, allowing businesses to interact with their consumers no matter where they are.
13. Nice InContact
Nice InContact provides a powerful cloud-based call center solution that empowers businesses to manage customer interactions across various channels. With support for multiple channels, including voice, chat, email, and social media, businesses can ensure a seamless customer experience.
Additionally, Nice InContact offers a range of essential features, including advanced automation tools, workforce management, and analytics. This helps businesses improve customer satisfaction, reduce response times, and optimize agent performance.
14. Gladly
Gladly is a digital customer experience platform that provides businesses with a unified view of their customers across all channels. One of the critical features of Gladly is the ability to create a single view of the customer. This allows companies to see all customer interactions in one place, regardless of the channel used.
This unified view of the customer provides companies with valuable insights into customer behavior and preferences, which can be used to deliver personalized service and improve the overall customer experience.
Gladly include automated workflows that route requests to the appropriate agent based on customer needs and preferences. In addition, the platform consists of a range of reporting and analytics tools to measure the effectiveness of customer service activities and identify areas where improvement is required.
15. Intercom
Intercom offers various tools to help businesses communicate with their customers in real-time. The platform is easy to use and can be integrated with various third-party tools to ensure a seamless customer experience.
One of Intercom’s key features is its messaging capabilities. These messages may be sent via email, in-app chat, or push notifications and may be customized to include specific offers or promotions.
The ability to track consumer behavior across several touchpoints is a crucial component of Intercom. Intercom also offers a range of tools to help businesses manage customer inquiries and support tickets. These tools include a unified inbox that allows businesses to manage all customer interactions in one place.
16. Gorgias
Gorgias provides businesses with various tools to help them manage customer inquiries and support tickets. The platform is designed to help businesses deliver personalized support at scale and includes various features to help businesses achieve this.
One of the critical features of Gorgias is its ability to automate customer service processes. This allows businesses to route requests to the appropriate agent based on customer needs and preferences.
17. HappyFox
With HappyFox, businesses can manage customer interactions across email, chat, social media, and phone, ensuring a seamless customer experience.
HappyFox offers several integrations with third-party tools, including Salesforce and Shopify. This lets companies customize the platform to their needs and provide a seamless customer experience.
For example, companies can use the platform to manage orders, process refunds, and provide updated shipping information.
18. Hiver
Hiver is an email collaboration platform that allows teams to work together in resolving customer emails through shared inboxes, enhancing efficiency. It offers email analytics, which helps track response times, monitor team performance, and analyze customer email interactions.
Hiver includes automation features that allow setting up rules and automating actions based on specified email criteria, which improves team productivity. Overall, Hiver is for businesses looking to streamline email communication and optimize customer support processes.
19. Kayako
Kayako is a customer service platform that offers a variety of communication methods, including email, chat, social media, and phone calls.
Kayako also offers customer journey mapping solutions to assist businesses in better understanding customer interactions and improving their overall experience. Kayako also has automation and service level agreement (SLA) management services, which automate processes and assure timely replies to client requests based on predetermined service levels.
Comparison Chart
| Digital Customer service platform | Features | Price |
| Knowmax | Knowmax specializes in knowledge management, helping companies create, organize, and share knowledge resources to improve customer self-service and agent support. knowmax provides AI-powered search capabilities that help users quickly find the information they need in the knowledge base. Knowmax supports omnichannel access, ensuring consistent knowledge delivery across all customer touchpoints. | contact sales@knowamx.ai |
| Zendesk | Zendesk offers a comprehensive ticketing system to handle customer inquiries and issues. It Provides support across multiple communication channels like email, chat, social media, and telephone. Zendesk allows companies to create self-service portals and knowledge bases so customers can find solutions themselves. | Starts at $19 per user per month |
| Genesys Cloud CX | Genesys Cloud CX provides a unified view of customer interactions and enables agents to access customer data and history across all channels for personalized support. It leverages AI to automate routine tasks, route requests and provide real-time analytics to increase operational efficiency. | Starts at $95 per user per month |
| ServiceNow | ServiceNow offers robust IT service management solutions that streamline IT processes, resolve problems, and improve service delivery. Its powerful workflow automation tools help businesses automate repetitive tasks, increase efficiency, and ensure quick responses to customer requests. ServiceNow lets you create self-service portals that enable customers and employees to find information, submit requests, and resolve problems independently. | Starts at $75 per user per month |
| HubSpot | HubSpot Service Hub allows businesses to collect customer feedback, analyze satisfaction scores, and identify areas for improvement in service delivery. It also provides your ticketing system with automation capabilities to efficiently track, triage, and resolve customer issues. HubSpot with your knowledge base to provide self-help resources for customers and help support agents provide accurate information. | Starts at $45 per month |
| Freshdesk | Freshdesk offers intuitive ticketing features that help businesses manage customer requests, collaborate across teams, and provide consistent support. It enables companies to automate repetitive tasks, set service level agreements (SLAs), and route requests to suitable agents to ensure quick responses and resolutions. | Starts at $19 per user per month |
| Salesforce | Salesforce Service Cloud provides a complete view of every customer, including purchase history, interactions, and preferences, enabling agents to provide personalized and practical support. It leverages automation and artificial intelligence technologies to streamline customer service processes, automate routine tasks, and provide predictive insights for better decision-making. | Starts at $25 per user per month |
| Talkdesk | Talkdesk offers a cloud-based contact center platform for inbound and outbound customer interactions. It provides analytics and reporting tools to monitor call center performance and gain insights into customer interactions. Talkdesk allows you to communicate across various channels, including voice, email, chat, and social networks. | Starts at $30 per user per month |
| LeadDesk | Designed for outbound sales and telemarketing companies, LeadDesk offers lead and campaign management tools.It includes call recording and monitoring capabilities to assess agent performance and ensure compliance. LeadDesk provides analytics and reports to track contact center KPIs and campaign success. | Starts at $45 per user per month |
| Help Scout | Help Scout specializes in email customer support and provides a shared inbox for handling questions. It integrates with knowledge base tools to create and manage self-service resources. Help Scout includes collaboration features that enable teams to solve customer problems effectively. | Starts at $15 per user per month |
| Zoho Desk | Zoho Desk offers automation tools to route and classify tickets and set up macros for faster response. It enables customer support across multiple email, chat, and social channels. | Starts at $12 per user per month |
| Nice InContact | Nice InContact offers a cloud-based contact center solution that lets businesses manage customer interactions across various channels. It supports multiple channels, including voice, chat, email, and social, ensuring a seamless customer experience. | Starts at $95 per user per month |
| Gladly | Gladly is focused on delivering a customer-centric approach, unifying customer conversations across all channels, and providing a unified view of customer interactions. It enables personalized customer service by providing agents with relevant customer information, resulting in more personalized and efficient interactions. It uses automation and AI to automate repetitive tasks, classify queries, and provide intelligent suggestions to agents to increase productivity. | Starts at $250 per user per month |
| Intercom | Intercom specializes in live chat and messaging solutions that let companies connect with customers in real time and provide immediate support. It provides customer segmentation tools that help companies target specific groups of customers with personalized support. Intercom includes features that allow you to create product tours and introductory messages that guide customers using your products and services. | Starts at $89 per month |
| Gorgias | Gorgias offers automated responses using AI, allowing businesses to handle common customer inquiries without manual intervention. Gorgias provides access to customer order history and information, enabling agents to offer context-aware support and personalized recommendations. | Starts at $49 per month |
| HappyFox | HappyFox offers ticketing systems with automation features that allow companies to automate repetitive tasks and route tickets to the appropriate agents. It can create self-service portals and knowledge bases so customers can find answers to their questions. HappyFox integrates with various third-party applications, allowing businesses to streamline customer support processes by connecting with other tools and services. | Starts at $29 per month |
| Hiver | Hiver focuses on email collaboration and provides shared inboxes, allowing teams to collaborate efficiently on resolving customer emails. It offers email analytics to track response times, monitor team performance, and gather insights into customer email interactions. Hiver includes workflow automation features for setting up rules and automating actions based on specific email criteria, improving team productivity. | Starts at $12 per user per month |
| Kayako | Kayako offers multichannel support so businesses can manage customer queries via email, chat, social media, and phone calls through a unified platform. It provides customer journey mapping tools that enable companies to understand customer interactions and improve their overall experience. Kayako includes automation and service level agreement (SLA) management features to automate tasks and ensure quick responses to customer requests based on predefined service levels. | Starts at $15 per user per month |
How To Select The Right Customer Service Platform?
Choosing the right customer service platform is an important decision for every business. The right platform can significantly improve customer experience, operational efficiency, and overall success of a business.
Here are some key considerations to keep in mind when making this critical choice:
- Customer Needs and Expectations: Understand your customer’s needs and preferences. A good platform is tailored to customers’ preferred communication channels and offers features that improve their experience, such as self-service options and personalized interactions.
- Scalability: Scalability is crucial, especially as your customer base grows. Ensure the platform meets growing customer demands and can adapt to changing needs.
- Integration options: Consider how the platform integrates with existing tools and systems. Seamless integration increases workflow efficiency by allowing data to flow between different applications, providing a unified view of customer interactions.
- Automation and AI: Look for platforms that offer automation and AI capabilities. Automation simplifies repetitive tasks so your team can focus on more complex customer problems. AI-powered features can provide valuable insights, improve response times, and increase customer loyalty.
- Analysis and Reporting: A robust analysis and reporting system is essential. This lets you track key performance indicators (KPIs), measure customer satisfaction, and identify opportunities for improvement. Data-driven insights are valuable for making informed decisions.
- Support and Training: Assess the level of support and training the platform provider provides. A reliable support system ensures quick resolution of issues, and comprehensive training allows your team to use the platform’s features effectively.
- Budget Considerations: Determine your budget constraints and choose the right platform that offers the best value for your investment. Consider short- and long-term costs, including subscription costs, customization fees, and potential future upgrades.
- Security and Compliance: Ensure the platform meets data security and compliance industry standards. Protecting customer data is of utmost importance. Therefore, choose a platform with strict security measures and a long compliance history.
In conclusion, choosing the right customer service platform is a strategic decision that can significantly impact your business’s success. By carefully evaluating your specific needs and aligning them with the features and capabilities of available platforms, you can create a customer service infrastructure that fosters loyalty, efficiency, and growth.
It’s an investment that improves customer satisfaction and long-term business success.
