Best Software for Customer Service Teams | 2017, According to G2 Crowd User Reviews

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G2 Crowd identifies the top 12 software products for customer service teams through customer satisfaction rankings

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G2 Crowd, the world’s leading business software review platform, today released the Best Software for Customer Service Teams | 2017 to help small businesses, mid-market companies and enterprises determine the best business technology in their market. The list showcases the software users have rated highly, based on customer satisfaction scores.

Help Desk, Live Chat and Customer Success are the software categories that are most important for small-business customer service teams. Contact Center Infrastructure, Help Desk, Live Chat and Customer Success are the software categories that are most important for mid-market and enterprise customer service teams.

LiveChat and Pure Chat topped the list in the small business segment. Talkdesk, LiveAgent, TeamSupport, Olark, Gainsight and MindTouch topped the list in the mid-market segment. Genesys, Zendesk and Pure Chat topped the list in the enterprise segment.

In situations where products received the same score, more than one product has been featured to reflect all products with the highest calculated score.

“Customer service teams are the face of any company,” says Michael Fauscette, chief research officer at G2 Crowd. “As a customer service representative, you are ultimately responsible for fostering relationships with your customers that lead to repeat sales or renewals. The importance of delivering consistent customer experiences, managing customer expectations and being readily available to take in feedback is paramount. Software products geared toward customer service teams help provide channels for customers to contact your company, track interactions and schedule followups and ensure appropriate escalation of customer problems.”

The list is based on reviews from Jan. 1, 2016, through December 31, 2016. The ranked products included in the ‘Best Software for Customer Service Teams | 2017’ list received a minimum of 10 reviews and five responses for each of the three satisfaction-related questions (ease of use, quality of support and meets requirements). Only products in the Help Desk, Live Chat and Customer Success categories were eligible for inclusion in the small-business segment of this list. Only products in the Contact Center Infrastructure, Help Desk, Live Chat and Customer Success categories were eligible for inclusion in the mid-market and enterprise segments of this list.

About G2 Crowd, Inc.

G2 Crowd, the world’s leading business software review platform, leverages more than 125,000 user reviews to drive better purchasing decisions. Technology buyers, investors, and analysts use the site to compare and select the best software based on peer reviews and synthesized social data. Monthly more than a half-million people visit G2 Crowd’s site. Co-founded by the founder and former executives from SaaS leader BigMachines and backed by roughly $12 million in capital, G2 Crowd aims to bring authenticity and transparency to business technology research. For more information, go to G2Crowd.com.

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