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Best Customer Self-Service Software with Digital Chatbot Capabilities

Below are the top-rated Customer Self-Service Software with Digital Chatbot capabilities, as verified by G2’s Research team. Real users have identified Digital Chatbot as an important function of Customer Self-Service Software. Compare different products that offer this feature so you can decide which is best for your business needs.
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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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45 Listings in Customer Self-Service Available
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Agentforce Service (formerly Salesforce Service Cloud)
(7,224)4.4 out of 5
Entry Level Price:Starting at $25.00
15th Easiest To Use in Customer Self-Service software
View top Consulting Services for Agentforce Service (formerly Salesforce Service Cloud)
OverviewPros and Cons
Product Description

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 ConsUser Satisfaction
ProsEase of Use, Features, Case Management, Efficiency, Helpful
ConsComplexity, Learning Curve, Steep Learning Curve, Expensive, Missing Features
User SatisfactionSeller Details
Agentforce Service (formerly 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
580,771 Twitter followers
LinkedIn® Page
www.linkedin.com
86,064 employees on LinkedIn®
Zoho Desk
(7,443)4.4 out of 5
Entry Level Price:Free
View top Consulting Services for Zoho Desk
OverviewPros and Cons
Product Description

Zoho Desk is a web-based help desk software solution designed to assist organizations in providing exceptional customer support experiences. This platform serves as a centralized hub for managing cust

Users: CEO, Director · Industries: Information Technology and Services, Computer Software · Market Segment: 73% Small-Business, 24% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Features, Ticket Management, Integrations, Intuitive
ConsLearning Curve, Steep Learning Curve, Limited Customization, Complexity, Not Intuitive
User SatisfactionSeller Details
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
Year Founded
1996
HQ Location
Austin, TX
Twitter
@Zoho
137,102 Twitter followers
LinkedIn® Page
www.linkedin.com
29,794 employees on LinkedIn®
Phone
+1 (888) 900-9646
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Zendesk for Customer Service
(6,787)4.3 out of 5
Entry Level Price:$19.00
9th Easiest To Use in Customer Self-Service software
View top Consulting Services for Zendesk for Customer Service
OverviewPros and Cons
Product Description

"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: 45% Mid-Market, 41% Small-Business
User Sentiment

Reviewers frequently mention the ease of use, the ability to manage customer support across multiple channels in one place, and the time-saving automation features. Users mentioned that Zendesk can be overwhelming for smaller teams due to its complexity, the pricing can become expensive when adding advanced features, and some useful capabilities are locked behind higher-tier plans.

Pros and ConsUser Satisfaction
ProsEase of Use, Features, Customer Support, Helpful, Ticket Management
ConsMissing Features, Learning Curve, Limited Features, Limited Customization, Complexity
User SatisfactionSeller Details
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
102,963 Twitter followers
LinkedIn® Page
www.linkedin.com
7,692 employees on LinkedIn®
Fin by Intercom
(3,818)4.5 out of 5
Entry Level Price:$0.99
View top Consulting Services for Fin by Intercom
OverviewPros and Cons
Product Description

Fin by Intercom is the best performing AI Agent for customer service. It automates complex queries, improves resolution times, and delivers consistently high-quality support at scale. Key benefits

Users: Customer Success Manager, CEO · Industries: Computer Software, Information Technology and Services · Market Segment: 57% Small-Business, 37% Mid-Market
User Sentiment

Reviewers frequently mention the efficiency of Fin by Intercom in handling routine customer inquiries, its ability to pull content from various resources for accurate responses, and its adaptability to different conversations. Users reported issues with Fin by Intercom's understanding of multiple languages, its struggle with complex issues requiring investigation, and the occasional provision of incorrect information to customers.

Pros and ConsUser Satisfaction
ProsHelpful, Ease of Use, Features, Efficiency, Automation
ConsMissing Features, AI Limitations, Limited Features, Learning Curve, Expensive
User SatisfactionSeller Details
Fin by Intercom features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.1
8.8
Automation
Average: 8.7
8.6
Integrations
Average: 8.5
8.4
Personalization
Average: 8.5
Seller Details
Seller
Intercom, Inc.
Company Website
Year Founded
2011
HQ Location
San Francisco, CA
Twitter
@intercom
44,144 Twitter followers
LinkedIn® Page
www.linkedin.com
1,950 employees on LinkedIn®
Freshdesk
(3,716)4.4 out of 5
Entry Level Price:$19.00
6th Easiest To Use in Customer Self-Service software
View top Consulting Services for Freshdesk
OverviewPros and Cons
Product Description

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 ConsUser Satisfaction
ProsEase of Use, Features, Automation, Efficiency, Ticket Management
ConsMissing Features, Ticketing Issues, Ticket Management, Limited Features, Limitations
User SatisfactionSeller Details
Freshdesk features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.1
8.7
Automation
Average: 8.7
8.5
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
19,047 Twitter followers
LinkedIn® Page
www.linkedin.com
9,542 employees on LinkedIn®
SAP Service Cloud
(262)4.4 out of 5
View top Consulting Services for SAP Service Cloud
OverviewPros and Cons
Product Description

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: 39% Mid-Market, 34% Enterprise
Pros and ConsUser Satisfaction
ProsEase of Use, Features, Efficiency, Integrations, Case Management
ConsLearning Curve, Complexity, Expensive, Steep Learning Curve, Limited Customization
User SatisfactionSeller Details
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
297,192 Twitter followers
LinkedIn® Page
www.linkedin.com
138,451 employees on LinkedIn®
ServiceNow Customer Service Management
(246)4.4 out of 5
View top Consulting Services for ServiceNow Customer Service Management
OverviewPros and Cons
Product Description

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,

Industries: Information Technology and Services, Telecommunications · Market Segment: 60% Enterprise, 30% Mid-Market
Pros and ConsUser Satisfaction
ProsEase of Use, Features, Efficiency, Case Management, Automation
ConsLearning Curve, Steep Learning Curve, Limited Customization, Complexity, Improvements Needed
User SatisfactionSeller Details
ServiceNow Customer Service Management features and usability ratings that predict user satisfaction
8.6
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
53,720 Twitter followers
LinkedIn® Page
www.linkedin.com
31,344 employees on LinkedIn®
Kustomer
(512)4.5 out of 5
Entry Level Price:Starting at $89.00
12th Easiest To Use in Customer Self-Service software
View top Consulting Services for Kustomer
OverviewPros and Cons
Product Description

Kustomer is the Intelligent Customer Experience Platform empowering brands to put customers at the center of every interaction. By unifying customer data, conversations, and AI-powered workflows into

Users: Customer Service Representative, Member Experience Associate · Industries: Consumer Services, Retail · Market Segment: 65% Mid-Market, 21% Small-Business
Pros and ConsUser Satisfaction
ProsEase of Use, Features, Helpful, Efficiency, Automation
ConsSlow Performance, Slow Loading, Learning Curve, Complexity, Not Intuitive
User SatisfactionSeller Details
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
8.6
Personalization
Average: 8.5
Seller Details
Seller
Kustomer
Company Website
Year Founded
2015
HQ Location
Short Hills, US
Twitter
@kustomer
2,221 Twitter followers
LinkedIn® Page
www.linkedin.com
307 employees on LinkedIn®
Zoom Virtual Agent
(215)4.5 out of 5
OverviewPros and Cons
Product Description

Zoom Virtual Agent is an AI-powered solution that helps businesses deliver fast, effortless support to customers across both voice and digital messaging channels. It uses agentic AI to understand cont

Industries: Computer Software, Retail · Market Segment: 74% Mid-Market, 21% Small-Business
User Sentiment

Reviewers like how Zoom Virtual Agent can answer common questions instantly, reduce response time, improve customer experience, and alleviate pressure on support teams, especially during high-volume periods. Users reported that Zoom Virtual Agent can sometimes struggle with complex or differently phrased queries, and requires proper setup and regular tuning to function effectively, which can be time-consuming.

Pros and ConsUser Satisfaction
ProsUseful, Ease of Use, Integrations, Automation, Helpful
ConsAI Limitations, AI Inaccuracy, Inaccuracy, Learning Curve, Not Intuitive
User SatisfactionSeller Details
Zoom Virtual Agent 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
7.9
Integrations
Average: 8.5
7.8
Personalization
Average: 8.5
Seller Details
Seller
Zoom
Company Website
Year Founded
2011
HQ Location
San Jose, CA
Twitter
@zoom
1,045,125 Twitter followers
LinkedIn® Page
www.linkedin.com
12,688 employees on LinkedIn®
Re:amaze
(139)4.6 out of 5
Entry Level Price:$29 per agent / month
OverviewPros and Cons
Product Description

Re:amaze is a helpdesk and customer messaging platform designed for websites, stores, and apps. Use Re:amaze to provide exceptional customer support through live chat, email, social media, mobile SMS/

Users: Owner, President · Industries: Retail, Sporting Goods · Market Segment: 81% Small-Business, 17% Mid-Market
Pros and ConsUser Satisfaction
ProsCustomer Support, Flexibility
User SatisfactionSeller Details
Re:amaze features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.1
8.9
Automation
Average: 8.7
8.9
Integrations
Average: 8.5
7.8
Personalization
Average: 8.5
Seller Details
Seller
GoDaddy
Year Founded
1997
HQ Location
Scottsdale, AZ
Twitter
@GoDaddy
275,365 Twitter followers
LinkedIn® Page
www.linkedin.com
8,931 employees on LinkedIn®
Ownership
NYSE:GDDY
Mavenoid
(27)4.8 out of 5
Entry Level Price:Contact Us
OverviewPros and Cons
Product Description

Mavenoid is the #1 AI agent for product support. Purpose-built for complex products and devices, Mavenoid helps brands deliver exceptional customer experiences before and after the sale. It resolves

Industries: Consumer Electronics · Market Segment: 56% Mid-Market, 30% Small-Business
Pros and ConsUser Satisfaction
ProsHelpful, Customer Support, Ease of Use, Artificial Intelligence, Case Management
ConsLearning Curve, Limited Customization, Search Functionality, Steep Learning Curve, AI Limitations
User SatisfactionSeller Details
Mavenoid features and usability ratings that predict user satisfaction
9.9
Has the product been a good partner in doing business?
Average: 9.1
8.8
Automation
Average: 8.7
8.9
Integrations
Average: 8.5
8.7
Personalization
Average: 8.5
Seller Details
Seller
Mavenoid
Company Website
Year Founded
2017
HQ Location
Stockholm, SE
LinkedIn® Page
www.linkedin.com
65 employees on LinkedIn®
Capacity
(57)4.8 out of 5
Entry Level Price:Contact Us
OverviewPros and Cons
Product Description

Capacity is a unified CX Automation Platform engineered to eliminate the operational chaos of rising support costs, fragmented technology, and increasing customer expectations. Built specifically for

Industries: Financial Services, Banking · Market Segment: 42% Mid-Market, 37% Small-Business
Pros and ConsUser Satisfaction
ProsEase of Use, Easy Setup, Efficiency, Helpful, Customer Support
ConsInadequate Features, Lack of Features, Limited Features, Access Limitations, Cost
User SatisfactionSeller Details
Capacity features and usability ratings that predict user satisfaction
9.8
Has the product been a good partner in doing business?
Average: 9.1
8.9
Automation
Average: 8.7
8.7
Integrations
Average: 8.5
8.8
Personalization
Average: 8.5
Seller Details
Seller
Capacity
Year Founded
2017
HQ Location
University City, Missouri
Twitter
@GoCapacity
524 Twitter followers
LinkedIn® Page
www.linkedin.com
630 employees on LinkedIn®
Crisp
(189)4.5 out of 5
Entry Level Price:Free
OverviewPros and Cons
Product Description

Crisp is the ultimate all-in-one AI-powered multichannel customer support platform that helps businesses connect instantly with their customers or leads waiting for support. With its quickly evolving

Users: CEO, Founder · Industries: Computer Software, Information Technology and Services · Market Segment: 85% Small-Business, 12% Mid-Market
Pros and ConsUser Satisfaction
ProsCustomer Support, Helpful, Features, Ease of Use, Intuitive
ConsMissing Features, Limited Features, Poor Customer Support, Expensive, Lack of Features
User SatisfactionSeller Details
Crisp features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.1
7.9
Automation
Average: 8.7
8.4
Integrations
Average: 8.5
7.9
Personalization
Average: 8.5
Seller Details
Seller
Crisp IM SARL
Year Founded
2015
HQ Location
Nantes, FR
LinkedIn® Page
www.linkedin.com
20 employees on LinkedIn®
Aisera
(147)4.4 out of 5
OverviewPros and Cons
Product Description

Aisera delivers an Agentic AI platform that leverages artificial intelligence and machine learning to automate and transform enterprise service desk operations across IT, HR, finance, legal, facilitie

Industries: Information Technology and Services, Computer Software · Market Segment: 63% Enterprise, 26% Mid-Market
User Sentiment

Users frequently mention the efficiency of automated ticket handling, the system's understanding of plain language, seamless integration with other tools, and the helpful analytics dashboard that aids in process planning and improvement. Reviewers mentioned the complexity of the onboarding process, the need for constant fine-tuning, slow customer support, opaque pricing, and extra charges for setup or expansion.

Pros and ConsUser Satisfaction
ProsHelpful, Ease of Use, Customer Support, Artificial Intelligence, Automation
ConsLearning Curve, Time-Consuming, Complexity, AI Limitations, Steep Learning Curve
User SatisfactionSeller Details
Aisera features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.1
8.4
Automation
Average: 8.7
8.5
Integrations
Average: 8.5
8.6
Personalization
Average: 8.5
Seller Details
Seller
Automation Anywhere
Year Founded
2003
HQ Location
San Jose, CA
Twitter
@AutomationAnywh
55,225 Twitter followers
LinkedIn® Page
www.linkedin.com
3,871 employees on LinkedIn®
Forethought
(165)4.3 out of 5
OverviewPros and Cons
Product Description

Forethought's Agentic AI solution empowers customer-centric companies to deliver faster, smarter customer support that goes beyond basic automation. By actively learning, making decisions, and providi

Industries: Computer Software, Financial Services · Market Segment: 65% Mid-Market, 21% Small-Business
User Sentiment

Reviewers appreciate the product's seamless integration with Salesforce, its intuitive dashboard, the ability to manage AI workflows in multiple languages, and the flexibility to build custom actions. Users mentioned that the Triage LLM Setup could be improved, the response time for implementing changes can be slow, there can be a delay in when updated info gets reflected in the system, and the analytics inside the dashboard can be underwhelming.

Pros and ConsUser Satisfaction
ProsHelpful, Customer Support, Artificial Intelligence, Customer Satisfaction, Efficiency
ConsDelays, Long Delays, Cost, Expensive, Learning Curve
User SatisfactionSeller Details
Forethought features and usability ratings that predict user satisfaction
9.1
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
7.9
Personalization
Average: 8.5
Seller Details
Seller
Forethought
Company Website
Year Founded
2017
HQ Location
San Francisco, California
Twitter
@forethought_ai
1,775 Twitter followers
LinkedIn® Page
www.linkedin.com
141 employees on LinkedIn®
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