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Best Enterprise Customer Self-Service Software

Jeffrey Lin
JL
Researched and written by Jeffrey Lin

Products classified in the overall Customer Self-Service category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Customer Self-Service to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Customer Self-Service category.

In addition to qualifying for inclusion in the Customer Self-Service Software category, to qualify for inclusion in the Enterprise Business Customer Self-Service Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business.

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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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59 Listings in Enterprise Customer Self-Service Software Available

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    G2 Score
Salesforce Service Cloud
(7,198)4.4 out of 5
Optimized for quick response
14th Easiest To Use in Customer Self-Service software
View top Consulting Services for Salesforce Service Cloud
Save to My Lists
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
    • 41% Mid-Market
    • 38% 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
    1,715
    Features
    1,505
    Case Management
    1,485
    Efficiency
    1,298
    Helpful
    826
    Cons
    Complexity
    907
    Learning Curve
    784
    Steep Learning Curve
    621
    Missing Features
    591
    Expensive
    580
    View All Pros and Cons
  • 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: 8.7
    8.5
    Integrations
    Average: 8.5
    8.4
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Salesforce
    Company Website
    Year Founded
    1999
    HQ Location
    San Francisco, CA
    Twitter
    @salesforce
    580,721 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    86,064 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
  • 41% Mid-Market
  • 38% 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
1,715
Features
1,505
Case Management
1,485
Efficiency
1,298
Helpful
826
Cons
Complexity
907
Learning Curve
784
Steep Learning Curve
621
Missing Features
591
Expensive
580
View All Pros and Cons
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: 8.7
8.5
Integrations
Average: 8.5
8.4
Personalization
Average: 8.5
Seller Details
Seller
Salesforce
Company Website
Year Founded
1999
HQ Location
San Francisco, CA
Twitter
@salesforce
580,721 Twitter followers
LinkedIn® Page
www.linkedin.com
86,064 employees on LinkedIn®
Zendesk for Customer Service
(6,698)4.3 out of 5
Optimized for quick response
9th Easiest To Use in Customer Self-Service software
View top Consulting Services for Zendesk for Customer Service
Save to My Lists
DealsSpecial offer!
100% Off: $0 for 14 days
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    "Zendesk for Customer Service is an AI-powered service solution that’s easy to set up, use, and scale. It offers out-of-the-box functionality that’s simple to modify, helping businesses move faster. L

    Users
    • Customer Success Manager
    • Customer Service Manager
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 46% Mid-Market
    • 41% 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 is a customer support platform that consolidates all customer communications, automates repetitive tasks, and provides valuable insights to make customer support more efficient.
    • Users like Zendesk's ability to centralize all customer interactions, its automation features, and its reporting functions that offer valuable insights into overall performance.
    • Users experienced issues with Zendesk's complexity and cost, finding it overwhelming to set up and manage, especially for smaller teams, and expensive as they scale due to advanced features requiring higher-tier plans or add-ons.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Zendesk for Customer Service 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
    515
    Features
    389
    Customer Support
    280
    Helpful
    270
    Ticket Management
    247
    Cons
    Missing Features
    210
    Limited Features
    177
    Learning Curve
    169
    Limited Customization
    149
    Ticketing Issues
    134
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Zendesk for Customer Service 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: 8.7
    8.2
    Integrations
    Average: 8.5
    8.0
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Zendesk
    Company Website
    Year Founded
    2007
    HQ Location
    San Francisco, CA
    Twitter
    @Zendesk
    103,004 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    7,692 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

"Zendesk for Customer Service is an AI-powered service solution that’s easy to set up, use, and scale. It offers out-of-the-box functionality that’s simple to modify, helping businesses move faster. L

Users
  • Customer Success Manager
  • Customer Service Manager
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 46% Mid-Market
  • 41% 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 is a customer support platform that consolidates all customer communications, automates repetitive tasks, and provides valuable insights to make customer support more efficient.
  • Users like Zendesk's ability to centralize all customer interactions, its automation features, and its reporting functions that offer valuable insights into overall performance.
  • Users experienced issues with Zendesk's complexity and cost, finding it overwhelming to set up and manage, especially for smaller teams, and expensive as they scale due to advanced features requiring higher-tier plans or add-ons.
Zendesk for Customer Service 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
515
Features
389
Customer Support
280
Helpful
270
Ticket Management
247
Cons
Missing Features
210
Limited Features
177
Learning Curve
169
Limited Customization
149
Ticketing Issues
134
View All Pros and Cons
Zendesk for Customer Service 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: 8.7
8.2
Integrations
Average: 8.5
8.0
Personalization
Average: 8.5
Seller Details
Seller
Zendesk
Company Website
Year Founded
2007
HQ Location
San Francisco, CA
Twitter
@Zendesk
103,004 Twitter followers
LinkedIn® Page
www.linkedin.com
7,692 employees on LinkedIn®
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WalkMe
(541)4.5 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.

    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
    • 59% Enterprise
    • 28% 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
    89
    Helpful
    62
    Customer Support
    58
    Features
    48
    Training
    47
    Cons
    Learning Curve
    34
    Complexity
    23
    Steep Learning Curve
    18
    Delays
    17
    Limitations
    16
    View All Pros and Cons
  • 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: 8.7
    7.6
    Integrations
    Average: 8.5
    8.1
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SAP
    Company Website
    Year Founded
    1972
    HQ Location
    Walldorf
    Twitter
    @SAP
    297,317 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    138,451 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
  • 59% Enterprise
  • 28% 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
89
Helpful
62
Customer Support
58
Features
48
Training
47
Cons
Learning Curve
34
Complexity
23
Steep Learning Curve
18
Delays
17
Limitations
16
View All Pros and Cons
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: 8.7
7.6
Integrations
Average: 8.5
8.1
Personalization
Average: 8.5
Seller Details
Seller
SAP
Company Website
Year Founded
1972
HQ Location
Walldorf
Twitter
@SAP
297,317 Twitter followers
LinkedIn® Page
www.linkedin.com
138,451 employees on LinkedIn®
Freshdesk
(3,682)4.4 out of 5
Optimized for quick response
5th Easiest To Use in Customer Self-Service software
View top Consulting Services for Freshdesk
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.

    Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI c

    Users
    • Manager
    • Owner
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 48% Small-Business
    • 40% 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
    322
    Features
    218
    Automation
    159
    Helpful
    155
    Efficiency
    154
    Cons
    Missing Features
    111
    Ticketing Issues
    91
    Ticket Management
    87
    Limited Features
    82
    Limitations
    77
    View All Pros and Cons
  • 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: 8.7
    8.4
    Integrations
    Average: 8.5
    8.4
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Freshworks
    Company Website
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    19,043 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    9,542 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI c

Users
  • Manager
  • Owner
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 48% Small-Business
  • 40% 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
322
Features
218
Automation
159
Helpful
155
Efficiency
154
Cons
Missing Features
111
Ticketing Issues
91
Ticket Management
87
Limited Features
82
Limitations
77
View All Pros and Cons
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: 8.7
8.4
Integrations
Average: 8.5
8.4
Personalization
Average: 8.5
Seller Details
Seller
Freshworks
Company Website
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
19,043 Twitter followers
LinkedIn® Page
www.linkedin.com
9,542 employees on LinkedIn®
Whatfix
(514)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 an enterprise digital adoption platform (DAP) that accelerates workflows, unlocks user productivity, and maximizes value realization of digital investments across the application lifecycle.

    Users
    • Product Manager
    • Technical Writer
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 43% Enterprise
    • 37% 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
    Ease of Use
    72
    Customer Support
    63
    Helpful
    49
    Positive Experience
    44
    Features
    40
    Cons
    Learning Curve
    21
    Lack of Guidance
    15
    Limitations
    15
    Steep Learning Curve
    14
    Time-Consuming
    13
    View All Pros and Cons
  • 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
    8.1
    Automation
    Average: 8.7
    8.0
    Integrations
    Average: 8.5
    8.2
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Whatfix
    Company Website
    Year Founded
    2013
    HQ Location
    San Jose, CA
    Twitter
    @whatfix
    3,097 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,145 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Whatfix is an enterprise digital adoption platform (DAP) that accelerates workflows, unlocks user productivity, and maximizes value realization of digital investments across the application lifecycle.

Users
  • Product Manager
  • Technical Writer
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 43% Enterprise
  • 37% 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
Ease of Use
72
Customer Support
63
Helpful
49
Positive Experience
44
Features
40
Cons
Learning Curve
21
Lack of Guidance
15
Limitations
15
Steep Learning Curve
14
Time-Consuming
13
View All Pros and Cons
Whatfix features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.1
8.1
Automation
Average: 8.7
8.0
Integrations
Average: 8.5
8.2
Personalization
Average: 8.5
Seller Details
Seller
Whatfix
Company Website
Year Founded
2013
HQ Location
San Jose, CA
Twitter
@whatfix
3,097 Twitter followers
LinkedIn® Page
www.linkedin.com
1,145 employees on LinkedIn®
ServiceNow Customer Service Management
(238)4.4 out of 5
View top Consulting Services for ServiceNow Customer Service Management
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity,

    Users
    No information available
    Industries
    • Information Technology and Services
    • Telecommunications
    Market Segment
    • 61% Enterprise
    • 29% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • ServiceNow Customer Service Management 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
    32
    Features
    25
    Case Management
    21
    Efficiency
    20
    Automation
    17
    Cons
    Learning Curve
    19
    Steep Learning Curve
    16
    Complexity
    13
    Limited Customization
    13
    Missing Features
    9
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • ServiceNow Customer Service Management features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.1
    8.0
    Automation
    Average: 8.7
    8.0
    Integrations
    Average: 8.5
    7.7
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    ServiceNow
    Company Website
    Year Founded
    2004
    HQ Location
    Santa Clara, CA
    Twitter
    @servicenow
    53,377 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    31,344 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

ServiceNow's Customer Service Management (CSM) transforms customer service experiences with AI-powered workflows and AI agents that help you accelerate customer self-service, boost agent productivity,

Users
No information available
Industries
  • Information Technology and Services
  • Telecommunications
Market Segment
  • 61% Enterprise
  • 29% Mid-Market
ServiceNow Customer Service Management 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
32
Features
25
Case Management
21
Efficiency
20
Automation
17
Cons
Learning Curve
19
Steep Learning Curve
16
Complexity
13
Limited Customization
13
Missing Features
9
View All Pros and Cons
ServiceNow Customer Service Management features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.1
8.0
Automation
Average: 8.7
8.0
Integrations
Average: 8.5
7.7
Personalization
Average: 8.5
Seller Details
Seller
ServiceNow
Company Website
Year Founded
2004
HQ Location
Santa Clara, CA
Twitter
@servicenow
53,377 Twitter followers
LinkedIn® Page
www.linkedin.com
31,344 employees on LinkedIn®
HubSpot Service Hub
(2,888)4.4 out of 5
Optimized for quick response
13th Easiest To Use in Customer Self-Service software
View top Consulting Services for HubSpot Service Hub
Save to My Lists
DealsSpecial offer!
20% Off
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Service Hub delivers AI-powered customer service at scale by unifying customer insights, providing omnichannel support tools, and enabling efficient self-service options within a single platform. C

    Users
    • Customer Success Manager
    • Customer Success Specialist
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 60% Small-Business
    • 37% 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
    314
    Features
    202
    Helpful
    156
    Efficiency
    141
    Case Management
    139
    Cons
    Missing Features
    116
    Limited Customization
    87
    Limited Features
    86
    Lack of Features
    74
    Ticket Management
    66
    View All Pros and Cons
  • 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: 8.7
    8.3
    Integrations
    Average: 8.5
    8.3
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    HubSpot
    Company Website
    Year Founded
    2006
    HQ Location
    Cambridge, MA
    Twitter
    @HubSpot
    786,181 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    11,675 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Service Hub delivers AI-powered customer service at scale by unifying customer insights, providing omnichannel support tools, and enabling efficient self-service options within a single platform. C

Users
  • Customer Success Manager
  • Customer Success Specialist
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 60% Small-Business
  • 37% 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
314
Features
202
Helpful
156
Efficiency
141
Case Management
139
Cons
Missing Features
116
Limited Customization
87
Limited Features
86
Lack of Features
74
Ticket Management
66
View All Pros and Cons
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: 8.7
8.3
Integrations
Average: 8.5
8.3
Personalization
Average: 8.5
Seller Details
Seller
HubSpot
Company Website
Year Founded
2006
HQ Location
Cambridge, MA
Twitter
@HubSpot
786,181 Twitter followers
LinkedIn® Page
www.linkedin.com
11,675 employees on LinkedIn®
Drift
(1,256)4.4 out of 5
Optimized for quick response
View top Consulting Services for Drift
Save to My Lists
Entry Level Price:Starting at $2,500.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Drift is a human-centric, AI-powered buyer engagement platform. A platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touc

    Users
    • Sales Development Representative
    • Business Development Representative
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 51% Mid-Market
    • 27% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Drift 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
    108
    Helpful
    100
    Features
    63
    Chat Features
    54
    Lead Generation
    54
    Cons
    Missing Features
    27
    Notification Issues
    22
    Chat Management
    18
    Inadequate Notifications
    18
    AI Limitations
    16
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Drift features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 9.1
    8.7
    Automation
    Average: 8.7
    8.6
    Integrations
    Average: 8.5
    8.5
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Salesloft
    Company Website
    Year Founded
    2011
    HQ Location
    Atlanta, GA
    Twitter
    @Salesloft
    18,507 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,163 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Drift is a human-centric, AI-powered buyer engagement platform. A platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touc

Users
  • Sales Development Representative
  • Business Development Representative
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 51% Mid-Market
  • 27% Small-Business
Drift 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
108
Helpful
100
Features
63
Chat Features
54
Lead Generation
54
Cons
Missing Features
27
Notification Issues
22
Chat Management
18
Inadequate Notifications
18
AI Limitations
16
View All Pros and Cons
Drift features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.1
8.7
Automation
Average: 8.7
8.6
Integrations
Average: 8.5
8.5
Personalization
Average: 8.5
Seller Details
Seller
Salesloft
Company Website
Year Founded
2011
HQ Location
Atlanta, GA
Twitter
@Salesloft
18,507 Twitter followers
LinkedIn® Page
www.linkedin.com
1,163 employees on LinkedIn®
Zoho Desk
(7,320)4.4 out of 5
Optimized for quick response
View top Consulting Services for Zoho Desk
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DealsSpecial offer!
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
    • Director
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 73% 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
    669
    Features
    501
    Ticket Management
    357
    Integrations
    351
    Intuitive
    328
    Cons
    Learning Curve
    296
    Steep Learning Curve
    209
    Limited Customization
    185
    Missing Features
    166
    Complexity
    164
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Zoho Desk features and usability ratings that predict user satisfaction
    8.4
    Has the product been a good partner in doing business?
    Average: 9.1
    8.3
    Automation
    Average: 8.7
    8.2
    Integrations
    Average: 8.5
    8.2
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Zoho
    Company Website
    Year Founded
    1996
    HQ Location
    Austin, TX
    Twitter
    @Zoho
    136,812 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    29,794 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
  • Director
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 73% 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
669
Features
501
Ticket Management
357
Integrations
351
Intuitive
328
Cons
Learning Curve
296
Steep Learning Curve
209
Limited Customization
185
Missing Features
166
Complexity
164
View All Pros and Cons
Zoho Desk features and usability ratings that predict user satisfaction
8.4
Has the product been a good partner in doing business?
Average: 9.1
8.3
Automation
Average: 8.7
8.2
Integrations
Average: 8.5
8.2
Personalization
Average: 8.5
Seller Details
Seller
Zoho
Company Website
Year Founded
1996
HQ Location
Austin, TX
Twitter
@Zoho
136,812 Twitter followers
LinkedIn® Page
www.linkedin.com
29,794 employees on LinkedIn®
Nexthink
(374)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.

    Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting e

    Users
    • Project Manager
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 83% Enterprise
    • 12% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Nexthink 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
    48
    Positive Experience
    43
    Insights
    38
    Issue Detection
    32
    Automation
    29
    Cons
    Difficult Learning
    26
    Learning Curve
    24
    Complexity
    22
    Expensive
    15
    Limited Features
    11
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Nexthink features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 9.1
    9.4
    Automation
    Average: 8.7
    7.8
    Integrations
    Average: 8.5
    8.8
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Nexthink
    Company Website
    Year Founded
    2004
    HQ Location
    Prilly, CH
    Twitter
    @NexthinkNews
    3,284 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,139 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting e

Users
  • Project Manager
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 83% Enterprise
  • 12% Mid-Market
Nexthink 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
48
Positive Experience
43
Insights
38
Issue Detection
32
Automation
29
Cons
Difficult Learning
26
Learning Curve
24
Complexity
22
Expensive
15
Limited Features
11
View All Pros and Cons
Nexthink features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.1
9.4
Automation
Average: 8.7
7.8
Integrations
Average: 8.5
8.8
Personalization
Average: 8.5
Seller Details
Seller
Nexthink
Company Website
Year Founded
2004
HQ Location
Prilly, CH
Twitter
@NexthinkNews
3,284 Twitter followers
LinkedIn® Page
www.linkedin.com
1,139 employees on LinkedIn®
Gladly
(1,092)4.7 out of 5
Optimized for quick response
1st 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.

    The world’s most customer-centric brands use Gladly’s CX platform to drive down costs, nurture relationships, and increase loyalty. Powered by proprietary Customer AI, Gladly is the only CX platform t

    Users
    • Customer Service Representative
    • Customer Experience Advisor
    Industries
    • Retail
    • Consumer Services
    Market Segment
    • 61% Mid-Market
    • 22% 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
    192
    Helpful
    136
    Features
    130
    Efficiency
    105
    Customer Support
    78
    Cons
    Missing Features
    41
    Complexity
    33
    Limited Features
    32
    Learning Curve
    31
    Technical Issues
    31
    View All Pros and Cons
  • 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
    9.2
    Automation
    Average: 8.7
    9.2
    Integrations
    Average: 8.5
    9.0
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Gladly
    Company Website
    Year Founded
    2014
    HQ Location
    San Francisco, California
    Twitter
    @gladly
    4,099 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    243 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

The world’s most customer-centric brands use Gladly’s CX platform to drive down costs, nurture relationships, and increase loyalty. Powered by proprietary Customer AI, Gladly is the only CX platform t

Users
  • Customer Service Representative
  • Customer Experience Advisor
Industries
  • Retail
  • Consumer Services
Market Segment
  • 61% Mid-Market
  • 22% 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
192
Helpful
136
Features
130
Efficiency
105
Customer Support
78
Cons
Missing Features
41
Complexity
33
Limited Features
32
Learning Curve
31
Technical Issues
31
View All Pros and Cons
Gladly features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.1
9.2
Automation
Average: 8.7
9.2
Integrations
Average: 8.5
9.0
Personalization
Average: 8.5
Seller Details
Seller
Gladly
Company Website
Year Founded
2014
HQ Location
San Francisco, California
Twitter
@gladly
4,099 Twitter followers
LinkedIn® Page
www.linkedin.com
243 employees on LinkedIn®
SAP Service Cloud
(242)4.4 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
    • 40% Mid-Market
    • 36% 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
    Ease of Use
    83
    Features
    79
    Efficiency
    53
    Customer Support
    37
    Helpful
    36
    Cons
    Learning Curve
    46
    Complexity
    38
    Expensive
    38
    Steep Learning Curve
    35
    Limited Customization
    29
    View All Pros and Cons
  • 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: 8.7
    8.4
    Integrations
    Average: 8.5
    8.4
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SAP
    Company Website
    Year Founded
    1972
    HQ Location
    Walldorf
    Twitter
    @SAP
    297,317 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    138,451 employees on LinkedIn®
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
  • 40% Mid-Market
  • 36% 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
Ease of Use
83
Features
79
Efficiency
53
Customer Support
37
Helpful
36
Cons
Learning Curve
46
Complexity
38
Expensive
38
Steep Learning Curve
35
Limited Customization
29
View All Pros and Cons
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: 8.7
8.4
Integrations
Average: 8.5
8.4
Personalization
Average: 8.5
Seller Details
Seller
SAP
Company Website
Year Founded
1972
HQ Location
Walldorf
Twitter
@SAP
297,317 Twitter followers
LinkedIn® Page
www.linkedin.com
138,451 employees on LinkedIn®
Front
(2,413)4.7 out of 5
Optimized for quick response
Save to My Lists
Entry Level Price:$25.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Front is the modern CX platform for customer-first businesses. We offer a unified workspace for all customer conversations — even individual inboxes and internal collaboration. This single pane-of-gla

    Users
    • Customer Success Manager
    • Account Manager
    Industries
    • Logistics and Supply Chain
    • Computer Software
    Market Segment
    • 49% Small-Business
    • 41% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Front 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
    323
    Team Collaboration
    252
    Communication
    251
    Features
    217
    Email Management
    187
    Cons
    Missing Features
    129
    Email Issues
    121
    Email Management
    100
    Email Management Issues
    71
    Email Communication Issues
    69
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Front features and usability ratings that predict user satisfaction
    9.2
    Has the product been a good partner in doing business?
    Average: 9.1
    8.4
    Automation
    Average: 8.7
    8.1
    Integrations
    Average: 8.5
    8.4
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Front App
    Company Website
    Year Founded
    2014
    HQ Location
    San Francisco, CA
    Twitter
    @FrontHQ
    9,445 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    524 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Front is the modern CX platform for customer-first businesses. We offer a unified workspace for all customer conversations — even individual inboxes and internal collaboration. This single pane-of-gla

Users
  • Customer Success Manager
  • Account Manager
Industries
  • Logistics and Supply Chain
  • Computer Software
Market Segment
  • 49% Small-Business
  • 41% Mid-Market
Front 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
323
Team Collaboration
252
Communication
251
Features
217
Email Management
187
Cons
Missing Features
129
Email Issues
121
Email Management
100
Email Management Issues
71
Email Communication Issues
69
View All Pros and Cons
Front features and usability ratings that predict user satisfaction
9.2
Has the product been a good partner in doing business?
Average: 9.1
8.4
Automation
Average: 8.7
8.1
Integrations
Average: 8.5
8.4
Personalization
Average: 8.5
Seller Details
Seller
Front App
Company Website
Year Founded
2014
HQ Location
San Francisco, CA
Twitter
@FrontHQ
9,445 Twitter followers
LinkedIn® Page
www.linkedin.com
524 employees on LinkedIn®
Helpjuice
(370)4.7 out of 5
3rd 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.

    Helpjuice's AI knowledge base is an industry-leading playform designed to supercharge your team and customers by enhancing knowledge sharing across your organization. With Helpjuice, you can capture,

    Users
    • Customer Success Manager
    • Technical Writer
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 49% Mid-Market
    • 39% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Helpjuice 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
    124
    Helpful
    101
    Customer Support
    94
    Features
    80
    Customization
    76
    Cons
    Editing Difficulties
    37
    Formatting Issues
    34
    Limited Customization
    33
    Editing Limitations
    23
    Learning Curve
    20
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Helpjuice features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.1
    8.1
    Automation
    Average: 8.7
    8.0
    Integrations
    Average: 8.5
    8.8
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Helpjuice
    Year Founded
    2011
    HQ Location
    Miami, FL
    Twitter
    @HelpJuice
    780 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    40 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Helpjuice's AI knowledge base is an industry-leading playform designed to supercharge your team and customers by enhancing knowledge sharing across your organization. With Helpjuice, you can capture,

Users
  • Customer Success Manager
  • Technical Writer
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 49% Mid-Market
  • 39% Small-Business
Helpjuice 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
124
Helpful
101
Customer Support
94
Features
80
Customization
76
Cons
Editing Difficulties
37
Formatting Issues
34
Limited Customization
33
Editing Limitations
23
Learning Curve
20
View All Pros and Cons
Helpjuice features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.1
8.1
Automation
Average: 8.7
8.0
Integrations
Average: 8.5
8.8
Personalization
Average: 8.5
Seller Details
Seller
Helpjuice
Year Founded
2011
HQ Location
Miami, FL
Twitter
@HelpJuice
780 Twitter followers
LinkedIn® Page
www.linkedin.com
40 employees on LinkedIn®
Kustomer
(513)4.5 out of 5
Optimized for quick response
12th Easiest To Use in Customer Self-Service software
View top Consulting Services for Kustomer
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Entry Level Price:Starting at $89.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Kustomer is a pioneering AI-driven customer service CRM platform designed to enhance the management of high support volumes by optimizing experiences throughout the customer service journey. This inno

    Users
    • Customer Service Representative
    • Member Experience Associate
    Industries
    • Consumer Services
    • Retail
    Market Segment
    • 65% Mid-Market
    • 20% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Kustomer 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
    50
    Features
    36
    Helpful
    34
    Efficiency
    26
    Customer Support
    19
    Cons
    Slow Performance
    18
    Slow Loading
    15
    Complexity
    12
    Learning Curve
    12
    Not Intuitive
    12
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Kustomer features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.1
    8.9
    Automation
    Average: 8.7
    9.0
    Integrations
    Average: 8.5
    8.7
    Personalization
    Average: 8.5
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Kustomer
    Company Website
    Year Founded
    2015
    HQ Location
    Short Hills, US
    Twitter
    @kustomer
    2,237 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    302 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Kustomer is a pioneering AI-driven customer service CRM platform designed to enhance the management of high support volumes by optimizing experiences throughout the customer service journey. This inno

Users
  • Customer Service Representative
  • Member Experience Associate
Industries
  • Consumer Services
  • Retail
Market Segment
  • 65% Mid-Market
  • 20% Small-Business
Kustomer 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
50
Features
36
Helpful
34
Efficiency
26
Customer Support
19
Cons
Slow Performance
18
Slow Loading
15
Complexity
12
Learning Curve
12
Not Intuitive
12
View All Pros and Cons
Kustomer features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.1
8.9
Automation
Average: 8.7
9.0
Integrations
Average: 8.5
8.7
Personalization
Average: 8.5
Seller Details
Seller
Kustomer
Company Website
Year Founded
2015
HQ Location
Short Hills, US
Twitter
@kustomer
2,237 Twitter followers
LinkedIn® Page
www.linkedin.com
302 employees on LinkedIn®
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