In today’s competitive business landscape, providing exceptional customer care is paramount, especially for enterprise-level organizations. Enterprise customer care service tools are no longer a luxury, but a necessity to manage complex customer interactions, ensure consistent support quality, and drive customer loyalty at scale. To navigate the vast market of customer service solutions, we’ve compiled a detailed list of leading enterprise customer care service tools. This overview provides essential details, including software functionalities, key features, starting prices, and trial availability, to help you make an informed decision for your enterprise.
1. Zendesk
Zendesk stands out as an award-winning enterprise customer care service software solution, designed to empower businesses to deliver rapid and personalized customer support across all channels, while maintaining enterprise-level scalability. Its strength lies in providing agents with a unified workspace to manage customer requests from various channels, eliminating the inefficiencies of switching between multiple dashboards. This centralized approach allows agents to access crucial customer data, including past support interactions, fostering a comprehensive 360-degree customer view enhanced by over 1,500 readily available integrations. For enterprise collaboration, Zendesk seamlessly integrates with platforms like Slack and Microsoft Teams, enabling agents to collaborate with team members and different departments directly within the Zendesk interface.
The integration of AI into the Zendesk agent workspace is a significant advantage for enterprise customer care teams. This AI capability is designed to handle large volumes of support tickets efficiently without compromising customer satisfaction. It intelligently identifies and categorizes incoming tickets based on key factors such as conversation priority, intent, sentiment, and language. Furthermore, it considers agent capacity, status, and skill to ensure optimal ticket routing. Real-time AI guidance is also provided to agents, offering ticket summaries and tools to refine the tone of their responses, enhancing the overall quality of customer interactions. Leveraging data from over 18 billion real-world service interactions, Zendesk’s AI is built upon a robust foundation, enabling enterprises to provide personalized support effectively from the outset.
For enterprise management and strategic decision-making, Zendesk offers advanced reporting and analytics functionalities. These tools provide insights into operational efficiency and help identify evolving customer needs, enabling businesses to adapt their strategies proactively. Crucially for enterprises, Zendesk incorporates enterprise-class security features, ensuring the highest standards of data protection and customer privacy.
Zendesk’s user-friendly design is a key factor in maximizing agent productivity and ensuring that enterprise customer care can operate at the pace demanded by customers. As a comprehensive customer service solution, Zendesk is designed for immediate deployment without the need for extensive developer involvement or reliance on third-party consultants, resulting in rapid value realization and a lower total cost of ownership for enterprises.
Pricing: Plans start at $19 per agent/month. A 14-day free trial is available for enterprises to evaluate the platform.
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2. Intercom
Intercom delivers an enterprise customer care service solution centered around automation and messaging, designed to enhance the efficiency of internal customer service teams. Intercom Messenger acts as a powerful extension to existing enterprise support systems, streamlining communication and support workflows. Intelligent routing is a key feature, allowing enterprises to direct customer inquiries with precision to agents best suited to handle them based on their skills, availability, and the customer’s interaction history.
The Intercom platform effectively manages ticket generation across multiple channels, including Messenger and email, consolidating them into a shared inbox for centralized management. Intercom Messenger facilitates both live support through chat and self-service options, empowering customers to find solutions at their own convenience. This blend of live and self-service support is crucial for meeting the diverse needs of enterprise customers.
Intercom’s AI tool, Fin, provides advanced conversational support capabilities. Fin is designed to answer frequently asked questions and intelligently surface relevant help center articles, significantly reducing the workload on human agents. Furthermore, Fin can summarize complex conversations within the inbox and automatically populate ticket information, enhancing agent productivity and data accuracy. For enterprise-level integration and customization, Intercom offers a marketplace featuring over 350 integrations, allowing businesses to tailor the platform to their specific requirements.
Pricing: Plans start at $39 per seat/month. A 14-day free trial allows enterprises to test the platform’s capabilities.
Recommended reading: Learn about the Intercom integration for Zendesk and how Zendesk vs. Intercom compare.
3. Salesforce Service Cloud
Salesforce Service Cloud is a robust customer service platform built for enterprises, providing agents with an omnichannel workspace to manage all customer support activities efficiently. A key feature is its ability to provide agents with comprehensive context for each ticket directly within their workspace. This includes customer contact details, a history of prior interactions, and purchase history, empowering agents to deliver personalized and informed support. The Swarming feature facilitates seamless team collaboration on complex cases by enabling the addition of agents with specialized skills to dedicated Slack channels, ensuring rapid and effective problem resolution.
Salesforce Service Cloud offers extensive customization options, allowing enterprises to tailor workflows and automate ticket routing to the most appropriate support agent based on predefined criteria. Furthermore, its robust reporting and analytics features, complete with prebuilt dashboards, provide management with real-time insights into team performance across all channels. These reports can also include Swarming metrics, such as top responders and the proportion of cases opened versus closed, offering a detailed view of operational effectiveness.
However, it is important to note that Salesforce’s comprehensive nature can also introduce complexity, potentially requiring a longer learning curve for users, particularly those new to the Salesforce ecosystem. As Salesforce is not solely dedicated to customer experience and encompasses a broader suite of products for sales and marketing, enterprises primarily focused on enhancing their customer service operations may find that specialized customer experience software offers a more streamlined path to achieving their specific objectives.
Pricing: Plans start at $25 per user/month. A 30-day free trial is available, providing ample time for enterprises to evaluate its extensive capabilities.
Recommended reading: Learn how Salesforce integrates with Zendesk and how Zendesk vs. Salesforce compare.
4. Front
Front is designed as an enterprise customer care service solution that emphasizes efficient workflow automation and seamless integration of multiple communication channels into a unified shared inbox. This shared inbox is central to Front’s functionality, consolidating customer inquiries from various channels into a single, manageable location, enhancing organizational efficiency. It intelligently automates the routing of customer messages to the most qualified agent, ensuring timely and effective responses.
Every customer interaction within Front is meticulously logged, providing agents with immediate access to a complete customer history. This comprehensive record-keeping ensures consistency and context in all future customer support engagements. Built-in collaboration features within Front facilitate team communication on specific tickets, promoting efficient internal coordination. Unified reporting provides robust analytics on team performance and customer satisfaction, enabling data-driven improvements in customer service delivery.
For enterprise self-service capabilities, Front allows businesses to build comprehensive help centers. These help centers empower customers to resolve issues independently through knowledge bases. Administrators have granular control over user permissions within the help center, defining roles for content creation, editing, and publishing. The help center is also seamlessly integrated with the live chat system, offering customers a smooth transition between self-service and direct customer support as needed.
Pricing: Plans start at $19 per seat/month. A 7-day free trial is available for enterprises to explore its features.
Recommended reading: See how Zendesk vs. Front compare.
5. Tidio
Tidio is a customer service platform specifically tailored for the needs of small and midsize businesses, but it also offers features scalable for enterprise customer care service. At its core is a help desk ticketing system that allows businesses to efficiently organize and manage customer requests within a shared inbox. The software is capable of converting emails, live chats, and social media messages into tickets, which are then routed to the central team inbox for streamlined handling.
Tickets in Tidio are highly customizable, allowing users to add detailed notes and create custom tags for enhanced organization and categorization. Tidio can automate ticket assignment to agents based on predefined rules and automatically close tickets upon resolution, ensuring efficient workflow management. Post-interaction, the system can automatically send customer satisfaction surveys, providing valuable feedback for service improvement.
Tidio’s live chat tool is equipped with prewritten responses, enabling agents to quickly address common inquiries and maintain consistent communication. A unique feature of the chat tool is its real-time typing view, which allows agents to see what customers are typing before they send the message, giving agents a head start in preparing their responses. Furthermore, Tidio includes Lyro, a conversational AI chatbot, which can provide automated support to customers, handling routine inquiries and freeing up human agents for more complex issues.
Pricing: Plans start at $29 per month. Tidio also offers a free plan and a 7-day trial, allowing enterprises to start with a scalable option.
6. Bitrix24
Bitrix24 provides online customer support software designed for enterprise customer care service, enabling teams to deliver omnichannel support and manage customer requests from a single, unified platform. The platform offers customization options, allowing businesses to configure request queuing by channel, ensuring efficient organization of incoming inquiries. Additional customization features include the ability to create prewritten responses for common issues and configure wait time rules to manage customer expectations effectively.
Every customer interaction across all channels is automatically logged into Bitrix24’s integrated CRM system. This system gathers customer data and automatically creates a new lead profile if a customer does not already exist in the database, ensuring comprehensive customer relationship management. Bitrix24 also provides both prebuilt and customizable activity reporting features, offering valuable insights into customer service performance and trends.
A distinctive feature of Bitrix24 is its built-in video calling capability, allowing agents and customers to connect face-to-face for issue resolution. Features such as screen sharing and recording enhance the effectiveness of these video interactions, enabling agents to demonstrate solutions, guide customers through processes, and record sessions for future reference or training purposes. Beyond direct customer support, Bitrix24 also supports videoconferencing for broader team collaboration, facilitating group discussions with up to 48 participants, enhancing internal communication and teamwork.
Pricing: Plans start at $49 per organization/month. Bitrix24 offers a free plan and a 15-day free trial, making it accessible for enterprises to evaluate.
7. HappyFox
HappyFox is an enterprise customer care service solution and help desk management software provider, offering a robust ticketing system designed to help teams organize and manage customer requests effectively. It provides a single customer view, supporting omnichannel interactions and ensuring agents have a holistic understanding of each customer. With automation, customizable workflows, and AI-powered chatbots, HappyFox is designed to automate routine tasks, improving agent efficiency and reducing manual workload.
For enterprise management, HappyFox includes features for coordinating work schedules. Managers can define team work hours and configure schedules to align with service level agreements (SLAs). This scheduling feature also accounts for non-working hours when calculating time-based conditions, ensuring accurate SLA management.
HappyFox enhances enterprise self-service capabilities with options like an online knowledge base. This allows customers to find answers to common questions independently, reducing the need to generate support tickets. Customers can also track their support tickets, participate in community forums, and access help center articles and FAQs, all through a unified self-service portal, improving customer autonomy and satisfaction.
Pricing: Plans start at $29 per agent/month. A free trial is available for enterprises to assess its suitability.
Recommended reading: Learn how HappyFox Workflows integrates with Zendesk.
8. Zoho Desk
Zoho Desk offers enterprise customer care service software equipped with a range of tools and automation options designed to streamline agent workflows. The software provides omnichannel support through a single-view dashboard, enabling agents to efficiently manage customer issues from various channels in one place. Its ticket management system offers robust organization, allowing tickets to be sorted according to status, due date, and priority, ensuring critical issues are addressed promptly.
Key features of Zoho Desk include self-service resources, service level agreements (SLAs), AI-powered functionalities, an advanced response editor, and integrated analytics. The platform enables enterprises to track comprehensive customer data and generate reports with key performance metrics, providing insights into customer service effectiveness. Users can also create custom dashboards to visualize and monitor specific ticket metrics, tailoring the reporting to their needs.
Zoho Desk includes Zia, an AI-powered assistant, which enhances customer interaction analysis. Zia can detect customer sentiment based on their language and automatically route tickets to agents with this contextual information, improving personalized support. Additionally, Zia can auto-tag tickets and notify agents of unusual activity within the ticket workflow, further automating and streamlining customer service processes.
Pricing: Plans start at $7 per user/month. Zoho Desk offers a free plan and a 15-day free trial, making it accessible for enterprises of varying sizes.
Recommended reading: Learn how Zoho integrates with Zendesk and how Zendesk vs. Zoho compare.
9. ServiceNow
ServiceNow is a cloud-based customer service tool specifically designed for enterprise-level operations, providing a comprehensive suite of features to manage complex customer service environments. It offers a customer self-service portal that empowers users to create service requests or access help center articles without needing direct agent interaction. Customers can also engage with community forums to ask questions and share experiences, fostering peer-to-peer support and reducing the demand on direct support channels.
For enterprise efficiency, ServiceNow allows businesses to automate workflows, assisting agents with repetitive tasks and streamlining operational processes. Users can design automated processes to identify, log, resolve, and close incidents, minimizing manual data entry and ensuring consistency. The platform also supports the creation of cross-enterprise workflows, providing end-to-end visibility and control across different departments involved in customer service delivery.
ServiceNow includes customer service management (CSM) tools enhanced with generative AI technology. Its Now Assist tool provides AI-powered suggestions for agent responses, improving response times and consistency. Furthermore, ServiceNow’s AI offers intelligent suggestions to guide agents towards effective ticket resolution, enhancing overall agent performance and customer satisfaction.
Pricing: Contact ServiceNow directly for enterprise pricing details.
Recommended reading: See how Zendesk vs. ServiceNow compare.
10. LiveAgent
LiveAgent is an enterprise customer care service tool with a strong focus on live chat functionality, offering a range of features to enhance real-time customer engagement. Key features include a real-time typing view, customer service website monitoring for proactive chat engagement, and customizable chat invitations triggered by agent availability and activity. LiveAgent’s universal inbox consolidates help requests from various channels and intelligently routes them to the most appropriate agents, ensuring efficient ticket handling.
Beyond its chat capabilities, LiveAgent’s help desk includes integrated call center software with both inbound and outbound call management, a comprehensive ticketing system, a knowledge base for self-service, and robust reporting and analytics tools. Enterprises can utilize call recordings for quality assurance, establish interactive voice response (IVR) flows for efficient call routing, and monitor agent activity in real-time. A customer callback request feature allows customers to maintain their position in the queue without remaining on hold, improving customer experience.
LiveAgent offers customizable workflow automation through its Rules feature. These rules can automate ticket routing, tagging, and resolution processes, streamlining operations and reducing manual tasks. The platform is also highly customizable with a library of integrations, allowing enterprises to connect with a wide range of third-party tools and systems, tailoring LiveAgent to their specific operational needs.
Pricing: Plans start at $9 per agent/month. LiveAgent provides a free plan and free trials of 7 or 30 days, offering flexibility for enterprise evaluation.
11. Freshdesk
Freshdesk, a customer service product by Freshworks, provides an enterprise-ready platform for support teams to effectively manage, prioritize, and respond to customer requests from a centralized location. Its robust ticketing system gathers requests from multiple channels and consolidates them into a team inbox, ensuring no inquiry is missed. Trend reports provide valuable analytics, helping teams to analyze ticket activity and identify patterns for service improvement.
Users can configure ticket fields to automate key processes such as routing, categorizing, and prioritizing incoming requests, optimizing workflow efficiency. Customizable ticket statuses allow agents to clearly track the stage of each ticket, improving visibility and management. The system is also intelligent enough to detect when a customer concludes a conversation with a phrase like “Thank you,” preventing accidental ticket reopening and streamlining ticket closure processes.
However, it’s important to note that the Freshworks platform is composed of three distinct systems: Freshdesk, Freshchat, and Freshcaller. Each system operates within its own workspace, requiring agents to navigate between separate tabs to access a complete view of customer information, which can potentially slow down customer service interactions and increase the risk of agents overlooking crucial details. Enterprises should consider this integration structure when evaluating Freshdesk for their customer care needs.
Pricing: Plans start at $15 per agent/month. Freshdesk offers a free plan and a 14-day free trial, allowing enterprises to explore its features and assess its integration structure.
Recommended reading: See how Zendesk vs. Freshdesk compare.
12. Hiver
Hiver is a multichannel customer service help desk designed specifically to integrate with Google Workspace, making it a unique option for enterprises heavily invested in the Google ecosystem. Instead of introducing a completely new platform, Hiver enhances existing Google programs with essential customer service features, including shared inboxes, analytics, and service level agreements (SLAs). For enterprises seeking to leverage their current Google communications infrastructure, Hiver offers a seamless and integrated customer care solution.
Hiver’s shared inbox provides customizable views, allowing users to personalize their email management by selecting conversation categories and filters. The Conversation ID feature enables users to track email threads by assigning a unique number, making it easy to resurface and manage specific interactions on demand. Collaboration features like notes and @mentions (tagging) allow team members to communicate and coordinate on customer issues without the need for email forwarding or copying, streamlining internal communication.
Additionally, Hiver enables enterprises to create knowledge bases for self-service, housing FAQs, instructions, and troubleshooting guides. Customers can easily navigate these articles using an embedded search bar. If customers cannot find the information they need, they can directly submit a support ticket from within the knowledge base, providing a seamless transition from self-service to direct support.
Pricing: Plans start at $15 per user/month. A 7-day free trial is available for enterprises to evaluate its Google Workspace integration.
13. ProProfs Help Desk
ProProfs Help Desk offers a customer support solution designed for enterprise customer care service, providing tools to effectively manage, track, and resolve customer tickets. The software includes a shared inbox to facilitate team collaboration, allowing agents to view all customer conversations in a centralized location. Agents can prioritize tickets, automate routine tasks, and tag teammates into conversations for efficient issue resolution.
Agents using ProProfs Help Desk can access a customer’s complete ticket history and export conversations as PDFs for record-keeping and analysis. Private notes enable internal team collaboration through side conversations within tickets, improving communication and coordination. Collision detection is a valuable feature that helps prevent multiple agents from unknowingly working on the same ticket simultaneously, enhancing efficiency and preventing duplicated effort.
ProProfs offers additional features, including a knowledge base for customer self-service, providing customers with access to articles and FAQs. Its live chat software enables real-time support through a web widget, offering immediate assistance to website visitors. ProProfs also includes surveys to help teams collect customer feedback and track customer satisfaction (CSAT) scores, providing valuable data for service improvement.
Pricing: Plans start at $19.99 per operator a month. ProProfs offers a free plan and a 15-day free trial, making it accessible for enterprises to explore its features.
Recommended reading: Recommended reading: Learn how ProProfs integrates with Zendesk.
14. Help Scout
Help Scout’s customer care software is designed to consolidate customer data, interactions, and history into a shared inbox, providing agents with comprehensive context for every customer request. This shared inbox includes features such as private notes for internal team collaboration and collision detection to prevent agents from working on the same issue simultaneously. These features enhance agent efficiency and improve the quality of customer interactions.
Help Scout incorporates AI tools, including AI Summarize and AI Assist, to further enhance agent productivity. AI Summarize helps agents quickly condense lengthy email threads into key bullet points, saving time and improving information absorption. AI Assist provides intelligent text suggestions as agents type replies, streamlining the writing process. AI Assist can also refine content, adjust tone, and translate text into multiple languages, offering versatile support capabilities.
Enterprises using Help Scout can administer short-form surveys and collect customer satisfaction ratings directly on their website or within their application, gathering immediate customer feedback. Help Scout also features an extensive apps and integrations directory, offering over 100 integrations for support, marketing, e-commerce, communication, CRM, and analytics, enabling businesses to customize and extend the platform’s functionality to meet their specific needs.
Pricing: Plans start at $20 per user/month. A 15-day free trial is available for enterprises to assess its features.
Recommended reading: See how Zendesk vs. Help Scout compare.
15. HubSpot Service Hub
HubSpot Service Hub offers an enterprise customer care service solution centered around a shared inbox, providing agents with instant access to customer history, ticket information, and queue details. HubSpot Service Hub integrates seamlessly with HubSpot’s CRM, synchronizing data across its suite of tools and providing a unified customer view. Agents can also utilize a mobile inbox, ensuring they can remain active and responsive while on the move, enhancing flexibility and accessibility.
With HubSpot Service Hub, enterprises can create customer portals and custom feedback surveys, enhancing customer engagement and data collection. The customer portal allows customers to view, open, and respond to their support tickets, increasing transparency and customer control. Customers can also access the company’s knowledge base directly from the portal, promoting self-service and reducing support inquiries.
Users can automate follow-up responses based on survey results to gather more detailed insights and address customer feedback proactively. Key performance metrics, such as agent productivity, response time, and support volume, are readily available through the reporting and analytics dashboard. Each dashboard is customizable and can house up to 30 reports, providing comprehensive insights into customer service performance.
Pricing: Plans start at $18 per month for two users. HubSpot Service Hub also offers a free plan, making it accessible for enterprises of different sizes.
Recommended reading: Learn about HubSpot for Zendesk and how Zendesk vs. HubSpot compare.
16. Kustomer
Kustomer is an enterprise customer care service platform designed to help support teams efficiently manage customer interactions across multiple channels. It consolidates customer data from diverse sources into a unified timeline view, providing agents with a complete customer history, preferences, and interaction details presented in a chronological conversation thread. Agents have access to prewritten replies, suggested actions, and ticket tagging options, streamlining their workflow and ensuring consistency.
Kustomer incorporates AI tools that leverage natural language processing to accurately detect customer intent. It analyzes conversations and tracks customer sentiment, enabling businesses to identify both satisfied and dissatisfied customers, providing valuable insights for targeted interventions. Support teams can also utilize Kustomer’s AI to classify and route conversations based on historical customer data, optimizing ticket handling and agent allocation.
The platform provides live reporting and analytics dashboards that display real-time customer service metrics, offering immediate insights into performance. Kustomer retains data for reporting purposes for up to two years, providing a substantial historical data set for trend analysis. Users can perform one-time data exports or set up regularly scheduled report exports, facilitating comprehensive data analysis and reporting.
Pricing: Plans start at $89 per user/month, reflecting its focus on enterprise-level features and capabilities.
Recommended reading: See how Zendesk vs. Kustomer compare.
17. Gorgias
Gorgias is a customer service software solution tailored for e-commerce businesses, offering a help desk with a shared inbox system designed for collaborative management of customer queries, and suitable for enterprise customer care service for e-commerce focused businesses. Gorgias integrates deeply with e-commerce platforms like Shopify, allowing agents to access crucial customer details directly within the support interface. This includes customer data, order information, and order history, providing essential context for efficient and personalized support.
The software offers robust automation features, including AI-powered responses, prewritten responses for frequently asked questions, and customizable templates to handle repetitive inquiries efficiently. AI is utilized to scan incoming tickets and accurately identify their intent. It can automatically close spam messages and provide immediate answers to legitimate requests, such as order status inquiries, reducing agent workload and improving response times.
Gorgias features a highly customizable interface, allowing businesses to design workflows that automatically assign, tag, and close tickets, streamlining operations and ensuring consistency. Prewritten responses enable agents to deliver standardized answers to common questions, maintaining quality and efficiency. The system also supports rule creation to identify VIP customers, ensuring their requests are prioritized, enhancing service for high-value clients.
Pricing: Plans start at $10 per month, offering a scalable solution for enterprises. A free trial is available for enterprises to evaluate its e-commerce focused features.
Recommended reading: See how Zendesk vs. Gorgias compare.
