Best customer service software in 2025

The world of customer service moves fast, doesn’t it? These days, customers really expect quick answers and service that feels personal. Honestly, our research backs this up – 81% of customers expect faster service as technology advances. Trying to keep up with those expectations while also making sure your team isn’t swamped can feel like quite the balancing act. And that’s exactly where having the right customer service software makes a world of difference.

Choosing the perfect platform isn’t just about getting tickets sorted; it’s about giving your team the tools they need, making your operations smoother, and ultimately making your customers happier. The good news is that technology, especially AI, is making all of this much, much easier. Things like AI support agents and automation are quickly becoming must-haves for modern support teams.

To help you figure out what’s out there, we’ve put together a list of the top customer service software platforms that are really standing out in 2025. We’ll chat about what makes them special and how they can actually help you give amazing support.

What makes customer service software stand out?

When we looked at the customer service software scene for 2025, we really focused on a few key things that make a platform truly shine. It wasn’t enough just to have a place to put tickets. We wanted to see tools that had solid basics, like handling support across different channels (omnichannel) and having a really good knowledge base.

Here are the main criteria we used to evaluate platforms for this list:

• Core functionality: We looked for robust ticketing systems, omnichannel support capabilities, and effective knowledge base management.
• AI and automation: A key focus was on the intelligence of AI features, including bot capabilities, intelligent routing, and automation workflows. Can the AI perform actions beyond simple Q&A?
• Ease of use and setup: How quickly can teams get started, and how intuitive is the platform for both agents and administrators?
• Integration capabilities: How well does the platform connect with other essential business tools, such as Zendesk, Intercom, Freshdesk, Salesforce, Shopify, Slack, Microsoft Teams, Confluence, Google Docs, SharePoint, Notion, Jira Service Management, Gorgias, BigCommerce, and lots more?
• Pricing and scalability: Does the pricing model make sense for different business sizes, and can the platform grow with the company without becoming prohibitively expensive?
• User Reviews and reputations: What are real users saying about their experience, and does the platform have a strong track record in the industry?

Top customer service software platforms for 2025

To make our list of the best customer service software in 2025, a platform needed more than just the basics. These are the ones leading the way by adding powerful AI, making it super easy to support customers wherever they are (omnichannel), and giving teams the tools they need to be really good at their jobs.

Here are our top picks:

1. eesel AI

Okay, so eesel AI isn’t actually a helpdesk on its own. Think of it more as a way to seriously boost the customer service software you already use, like Zendesk, Intercom, or Freshdesk, with smart AI support agents and assistants. It helps you automate those common, simple tickets (Tier 1), figure out which incoming requests are most important, and even do specific things by connecting with tools like Shopify or BigCommerce to grab info like order details.

eesel AI actually gives you two things: an AI Agent that talks directly to customers for automation, and an AI Assistant (they call it Copilot) that helps your human agents write replies and find info fast. You can set up different bots for different teams or brands and teach them using tons of different sources. This includes old tickets, your internal documents (Google Docs, Confluence, SharePoint, Notion), public wikis, and over 100 other integrations. The best part? The training stays fresh because it syncs automatically.

Pros:

• The pricing is pay-per-interaction, which is pretty cool because you don’t get hit with unexpected per-agent fees.
• It learns from all sorts of places, including your past tickets, which is a big deal.
• You can really customize how it sounds and what it does.
• You can test everything out thoroughly before it goes live.
• Getting it set up is quick (usually 1-2 weeks), and they have dedicated support to help you out.
• It handles more tickets easily as you get busier.

Cons:

• Just remember, it’s not a helpdesk itself, so you’ll need to connect it to a platform you’re already using.

Pricing: They have plans like Team ($299/month for 1,000 interactions), Business ($799/month for 5,000 interactions), and Enterprise (Custom pricing for unlimited interactions and custom APIs). The pay-per-interaction model feels really straightforward for managing costs. You can find all the details on the eesel AI pricing page.

2. Zendesk

Zendesk has been a big name in customer service software for a long time. They’re known for their platform that helps businesses handle support across all sorts of channels from one spot. It’s got solid ticketing, a knowledge base, and connects with tons of other tools.

Zendesk has really put effort into AI lately. They offer things like AI agents, smart ways to send tickets to the right person, and AI that helps manage your knowledge base. It works with popular tools like Slack and Microsoft Teams for team chats.

Pros:

• It’s a leader in the industry with a full-featured platform that’s generally easy to use and grows with you.
• Their marketplace has a huge number of integrations.

Cons:

• While some AI features are included, the smarter ones, like intelligent routing, are an extra paid add-on.
• This can get pricey, especially since they charge per agent and sometimes even per resolved ticket.
• Some people have mentioned it can be slow sometimes, and there were some data security issues in the past.

Pricing: Plans start at $19 per agent per month. AI features are spread across different plans, with the more advanced stuff needing higher plans or that extra paid AI add-on which is priced at $50 per user per month.

3. Intercom

Intercom is all about having conversations with customers. They use automation and messaging to help teams manage those chats. They’re pretty well-known for their Messenger tool and a shared inbox system.

Intercom’s AI tool, called Fin, is designed for conversational support. It can answer common questions and even sum up conversations. It also helps send chats to the right place and connects with over 350 other platforms.

Pros:

• They’re really good at conversational AI and messaging.
• You get multiple inboxes for different teams and a public help center.

Cons:

• You often end up paying extra for add-ons no matter which base plan you’re on.
• The really advanced security features are usually only in their top-tier plans.

Pricing: Plans start at $29 per seat per month, if you pay yearly.

4. Salesforce Service Cloud

Salesforce Service Cloud is a really powerful customer service software platform. It’s especially popular if you’re already using other Salesforce products. It gives you one place to handle support across channels and has strong tools for managing customer cases.

Some key things it does include ‘Swarming’ for teams to work together (often using Slack), letting you customize workflows, automatically sending requests to the right person, and reporting. They’re adding more and more generative AI, like tools for planning service and managing incidents.

Pros:

• It’s fantastic if your business is already using the Salesforce ecosystem.
• You can customize reports and dashboards, and it has a knowledge base.
• It’s strong at managing customer cases.

Cons:

• It can be pretty complicated and might take a good amount of time or help to set up and learn.
• The AI features are often only in the most expensive plans, and even basic routing isn’t in the cheapest one.
• Overall, it can cost a lot.

Pricing: Plans start at $25 per user per month, billed annually.

5. Freshdesk by Freshworks

Freshdesk is another popular customer service software option, especially for small to medium-sized businesses. It helps you manage requests coming in from different places and turns them into tickets so they’re easier to handle.

It has automation and AI features to help with things like assigning tickets and helping agents. You can also use canned responses and team collaboration tools. It gives agents one place to work from and lets you create custom reports.

Pros:

• Most people find it pretty easy to use, and the admin area is simple.
• They even have a free plan, which is great for smaller teams just starting out.
• Users often say good things about their support team.

Cons:

• Some users have mentioned ongoing bugs and times when the service is down.
• Connecting with certain other tools can sometimes be tricky.
• Customizing things like the look of your support portal could be better, and it doesn’t support as many languages as some others.

Pricing: They offer a free plan, with paid plans starting at $15 per month.

6. Gorgias

Gorgias is a customer service software tool made especially for online stores. It connects really well with platforms like Shopify and BigCommerce, so agents can quickly see order and customer info.

It has a shared inbox, AI that can answer common questions (like “Where’s my order?”), pre-written replies, and ways to set up workflows for tagging and assigning tickets.

Pros:

• It connects incredibly well with the big e-commerce platforms.
• The AI and automation features are really useful and built for online shops.
• You can customize the look and feel.

Cons:

• The cheapest plans don’t include many user seats, which means it gets expensive fast if your team grows.
• Things like voice and SMS support cost extra.
• Some users feel it’s missing features needed for really urgent support requests.

Pricing: Plans start at $8 per month, but that’s for a limited number of tickets.

7. Zoho Desk

Zoho Desk offers customer service software that focuses on automation and tools for managing interactions across different channels. It’s a good fit if you’re already using other Zoho products.

It lets you handle support from various channels in one dashboard, manage tickets, offers self-service options, and helps you meet your service level agreements (SLAs). Their AI assistant, Zia, can figure out how a customer is feeling, send tickets to the right place, and automatically tag conversations.

Pros:

• Zia, the AI assistant, is a cool feature for understanding customer mood and routing.
• The dashboard is customizable, and you get omnichannel support.
• It works smoothly if you’re already in the Zoho world.

Cons:

• You don’t get the knowledge base in the basic plan.
• Support for multiple languages is only in the more expensive plans.
• Some users have found it hard to set up advanced customizations, and the reporting isn’t always as detailed as other options.
• There can be a bit of a learning curve to get the hang of it.

Pricing: Plans start at $7 per user per month, billed annually.

8. ServiceNow Customer Service Management

ServiceNow is a big, cloud-based customer service software platform often used by larger companies, especially those with complex IT needs. It’s designed to bring different teams – front-line, middle, and back-office – onto one platform.

It includes a place for customers to help themselves, community forums, and strong automated workflows that can cross different departments. Their generative AI tool, Now Assist, gives suggestions to agents and helps them figure out the next steps.

Pros:

• Strong generative AI features and powerful ways to automate workflows across the company.
• It offers great customization and solid customer support.
• It connects well with other big enterprise systems.

Cons:

• The basic plans don’t have many features.
• Setting up and keeping things running might need someone with developer skills.
• Some users find it a bit overwhelming, and a few have reported it can be slow at the enterprise level.

Pricing: You’ll need to contact ServiceNow directly to get pricing details.

Comparing the top customer service software

Figuring out which customer service software is right for you means looking at the features, the cost, and how well it actually fits with how your team works. Here’s a quick comparison of some of the top platforms in a few key areas:

Looking at this, you can see that while many platforms cover the basics of customer service software, they handle AI, pricing, and integrations quite differently. eesel AI is unique because it focuses specifically on making your current setup smarter with advanced, flexible AI. It does this without making you switch helpdesks or charging you unpredictable fees based on how many agents you have.

Key considerations when choosing customer service software

Picking the right customer service software isn’t something where one size fits all. It really just depends on what your team needs, how you like to work, and where you see your business going. Thinking through a few important points can really help you land on the best option.

• Business Size and Needs: A small startup needs different features and has a different budget than a large enterprise. Consider your typical ticket volume, complexity of inquiries, and industry-specific requirements.
• Depth of AI Capabilities: Does the AI merely suggest articles, or can it understand intent, perform actions (like retrieving order details), and learn from your specific company data, including past tickets? Look beyond basic chatbots.
• Pricing Model Clarity: Understand the total cost, including base fees, usage charges, add-ons, and how costs scale with team growth or increased usage. Pay-per-interaction models can offer more predictable costs than per-agent or per-resolution fees.
• Integration Ecosystem: How well does the platform connect with your existing tools? Can it automate complex workflows across different platforms, sharing data seamlessly?
• Setup and Support: How easy is the initial setup process? What level of ongoing support is provided? Look for dedicated onboarding and responsive support teams.

Pro Tip: Don’t just stare at the list of features. Try to figure out the total cost over time, including any potential extra costs and how much it will cost as you grow. Also, think about how easily the software can change as your business changes.

Trends shaping customer service software in 2025

The world of customer service software is always changing. New tech and what customers expect are the main drivers. For 2025, a few big trends are really standing out and changing how businesses think about support.

• Agentic AI: Moving beyond simple chatbots, this involves AI agents capable of handling complex tasks, reasoning through problems, and collaborating to find solutions.
• Unified omnichannel experience: Customers expect seamless transitions between channels (chat, email, social media) without losing context or having to repeat themselves. Platforms are focusing on providing a single, unified view for agents.
• Data-driven personalization: Leveraging advanced analytics to tailor interactions based on customer history, behavior, and sentiment.
• Proactive support: Using data to anticipate and resolve potential issues before customers report them.
• Integration and workflow automation: Connecting disparate tools and automating end-to-end processes to increase efficiency and reduce manual effort.

The platforms on our list, especially those with strong AI and integration like eesel AI, are really leading the way with these trends.

Find the right fit for your team

At the end of the day, the best customer service software for your team in 2025 really comes down to what you need, your budget, and what you’re trying to achieve. The platforms we’ve talked about are some of the top ones out there, and each has its strong points. But honestly, using AI is becoming more and more necessary if you want to stay competitive and keep customers happy. The right software won’t just manage tickets; it will actively help your agents be better and make customers smile.

If you’re thinking about adding powerful, flexible AI support agents and assistants to your current helpdesk without the big price tag, per-agent fees, or the hassle of switching everything, eesel AI is definitely worth checking out. It’s built to make your existing workflows better, learn from your specific company data (yes, including your old tickets!), and grow with you in a predictable way.

Ready to see how AI could change your support game? You can start a free trial with eesel AI today (no credit card needed!) or book a demo to get a personalized look at how it could fit right into your team’s daily work. Head over to the eesel AI website to learn more.