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Customer Self-Service reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

Best Customer Self-Service Software for Medium-Sized Businesses

    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, medium-sized business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Medium-Sized 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 Medium-Sized Business Customer Self-Service category.

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

    Top 10 Customer Self-Service Software for Medium-Sized Businesses

    • Zendesk Support Suite
    • Freshdesk
    • Service Hub
    • Zoho Desk
    • SF Service Cloud
    • Intercom
    • Ada
    • LiveAgent
    • Helpshift
    • Solvvy

    Compare Medium-Sized Business Customer Self-Service Software

    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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    (2,284)4.2 out of 5
    Optimized for quick response

    It can be complicated to provide support across channels — but your customers don’t need to know that. The Support Suite allows your business to have natural conversations with your customers, without letting them feel what’s going on behind the scenes. It’s sophisticated enough to meet complex needs, and simple enough to let you get up and running immediately. The Support Suite lets you have conversations with customers on any channel (email, chat, voice, and even social messaging apps like F

    (2,348)4.4 out of 5
    Optimized for quick response
    Entry Level Price:Free for UNLIMITED agents

    Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets you automate workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things customer support. Freshdesk also offers out-of-the-box features like an AI-powered sup

    (550)4.4 out of 5
    Entry Level Price:$0

    Today, customers expect resolutions in minutes and personalized, 24/7 service through various channels. But most customer service teams struggle to meet these growing demands because their tools and data live across multiple sources. Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. The result? More time for proactive service that delights, retains, and grows your customer base. Plus, when usin

    (2,768)4.4 out of 5
    Optimized for quick response
    Entry Level Price:$0 for 3 agents

    Provide a great customer support experience with Zoho Desk. Prioritize, manage and close an ever-increasing volume of requests that reach your organization through a variety of channels. Build and publish a support knowledge base. Analyze and improve the performance of your customer support team. Zoho Desk is a flexible, Cloud-based help desk support software with Contextual AI that allows you to provide the support experience your customers deserve.

    (1,537)4.1 out of 5
    Optimized for quick response

    Today’s customers want faster, more responsive service across every channel on any device & they want it now. Salesforce Service Cloud helps small businesses scale & grow while building loyalty with every customer interaction. It helps deliver a smarter, more personal customer experience on a flexible, complete service platform. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Co

    (1,296)4.4 out of 5
    Optimized for quick response

    Intercom is a Conversational Relationship Platform (CRP). With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.

    (98)4.6 out of 5
    Optimized for quick response

    Launch a personalized and automated customer experience in days, with Ada. Ada makes it simple for your CX team to quickly build an automated, personalized and enterprise-class conversational AI that resolves 80%+ of customer inquiries and increases customer engagement. Use your humans wisely and deepen your customer relationships, with Ada.

    (1,311)4.5 out of 5
    Entry Level Price:$0/mo Unlimited

    LiveAgent boasts the fastest chat widget on the market and is the most reviewed and #1 rated live chat software for SMB in 2020. Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. LiveAgent is a fully-featured help desk software that helps you bring personalization to your customer interactions with an all-in-one help desk solution. LiveAgent harnesses the power of an omnichannel universal inbox, real-time live chat, built-in call center,

    (321)4.2 out of 5
    Optimized for quick response

    Helpshift is a mobile-first customer service platform. It delivers a great in-app help experience for many of the world's top mobile apps and mobile games. Whenever users need help they can get it right in the app with immediate, automated solutions to many issues. With Helpshift, users get a fast, always-on help experience that feels as natural as talking to friends and family. Helpshift’s customers are leading brands such as Microsoft, Supercell, Square, Tencent, Brex, Niantic, TBS/TNT,

    (82)4.6 out of 5
    Optimized for quick response

    Solvvy is an effortless next-gen chatbot and automation platform that powers brilliant customer support and experiences. With advanced Artificial Intelligence and Natural Language Processing (NLP) at its core, Solvvy delivers intelligent self-service to resolve customer issues quickly, accurately, and at scale. Unlike traditional chatbots, Solvvy delivers personalized, on-brand experiences for your customers across multiple channels. Solvvy also provides great ROI with low maintenance costs, no

    (621)4.3 out of 5
    Optimized for quick response

    TeamSupport is a post-sale award-winning customer support software company built specifically for the unique needs of B2B (business-to-business) technology-enabled companies within the computer software, hardware, information technology services, and telecom industries. Created by industry experts who lived through the struggles of being a B2B company in a B2C (business-to-consumer) support world, TeamSupport has spent the past decade creating a support solution that helps build passionate custo

    (229)4.3 out of 5
    Entry Level Price:$20 user/month

    Help Scout scales like any other help desk, but the customer experience feels personalized like email. Help Scout is ideal for companies of all sizes, and specifically companies with 11+ users. Help Scout's clutter-free features keep teams of any size on the same page. With best in-class-reporting, integrated knowledge base, robust API and tons of integrations, and free iOS apps and Android app to support customers on the go, Help Scout lets your team focus on what really matters: your customers

    (287)4.4 out of 5
    Optimized for quick response
    Entry Level Price:$89 per month, per user

    Kustomer is the first-of-its-kind customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer helps brands quickly resolve conversations on all digital channels by automating 40% of interactions via self-service, first contact resolution with intelligent routing, and driving omnichannel experiences between customers and agents. Our open CRM platform minimizes costs by acting as a single record of truth, managing

    (120)4.7 out of 5

    Document360 is a SaaS platform that helps you to build a great self-service knowledge base for your customers and internal users (public or private knowledge bases). Here’s what Document360 offers in terms of functionality: Markdown text editor You don't have to be a developer to pick up the basics. Simple Markdown editor allows you to style a text document using typical formatting techniques including headings, emphasis, lists, images, and links. Category Manager You can create a well-struc

    (124)4.5 out of 5
    Optimized for quick response

    Hornbill's 100% codeless environment, out-of-the-box workflows, and powerful process automation delivers an ITSM solution that is up-and-running in weeks, at a fraction of the cost. Configuring Hornbill is child's play. Self-sufficient teams can take ownership, and rapidly adapt the solution to their service delivery needs, without developers or dedicated resources. Automatic software updates deliver new functionality, keeping your Service Desk on the latest version, without lifting a finger

    (76)4.1 out of 5
    Optimized for quick response
    Entry Level Price:$24 per agent / month

    Wix Answers is the industry’s first unified customer support platform. With all support channels built into a single platform, agents are more efficient and teams can gain deeper insights into their operations. Wix Answers uses a centralized, AI-powered approach to knowledge management that makes customers self-reliant, agents more effective, and organizations run more smoothly.

    (160)4.1 out of 5

    Avaya Aura is our core communications platform delivering company-wide, people-centric collaboration and supporting full unified communications and contact center solutions for midsize to large enterprises.

    (161)4.6 out of 5
    Optimized for quick response

    Whatfix is a leading Digital Adoption Platform that helps companies deliver modern and easy onboarding, effective training and better support to users through contextual content displayed at the time of need. Whatfix powers-up software solutions by lending incredible simplicity, intuitiveness and personalization. Several Fortune 500 enterprises worldwide trust Whatfix to ensure quick ROI on their technology investments and improve end-user productivity and performance.

    (55)4.6 out of 5
    Optimized for quick response
    Entry Level Price:Free month / user

    Gladly is a radically personal customer service platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation across all channels. Gladly powers some of the most innovative consumer companies like JetBlue, JOANN, and TUMI to deliver exceptional customer experiences, increase contact center generated revenue by up to 10%, and cut technology costs by up to 40% by moving to an

    (47)4.8 out of 5

    Shelf is a highly awarded, innovative knowledge automation and management platform focused on helping contact centers surface the best answers to agents and customers. Through MerlinAI, we enable company knowledge to power the channels that customers want to connect with you, without additional training, without additional manpower. Shelf is built on a modern technology stack, integrating seamlessly into agent workflows so it works where your team works. It’s easy to set up, doesn’t require an

    Salesforce Customer Self-Service helps customers find answers fast, on their own terms and time frame. It gives your customers the self-service portals, discussion forums, and access to the answers they need quickly, anytime, and from their laptop, tablet, or mobile device.

    (78)4.8 out of 5

    Apty (formerly letzNav) is the world's fastest-growing on-screen guidance platform aka DAP that helps enterprises improve employee productivity, lower training costs, and increase software ROI. Apty also helps SaaS companies improve product adoption and drive more revenue. IT operation managers, Application Owners, VP HR/Sales, and leading CIOs trust Apty to get most out of their employees using any web-based applications in their day-to-day job. Every month, nearly 1 million users use Ap

    livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. Since 2001 livepro have been delivering a powerful knowledge management solution to customer service centres in all major industries including Banking and Finance, Airlines, Insurance, Superannuation, Education, Health and Government. livepro is feature-rich yet easy to use, delivering answers to agents - not long complex documents to dig through. This makes customer service

    e-bot7 - AI for Customer Service improves the efficiency of Customer Service by integrating Artificial Intelligence throughout various channels. The AI supports employees and automates answers & processes. This drastically reduces costs and increases revenues. The hybrid Agent+AI® solution enables companies to increase efficiency by up to 80% and at the same time increases Net Promoter Scores more than 32%. - Award-winning technology (20+ Awards) - Plug &Play (no software Development ne

    (70)4.4 out of 5

    WalkMe does not take part in G2's review system

    (31)4.7 out of 5

    Provide simple and efficient customer interactions with a Mindsay chatbot. Mindsay helps customer service teams overcome common challenges, allowing them to automate large volumes of customer requests, eliminate time-consuming processes, and optimize their use of human resources. From basic FAQs to complex transactions, we help companies build their customer service automation strategy, from simple to sophisticated, allowing for maximum automation of customer interactions and lowest total cost

    (460)4.1 out of 5
    Entry Level Price:$25 per user / month

    Salesforce Essentials makes it possible to tap into the power of Salesforce to build stronger customer relationships with a combined sales and support CRM for small business that is easy to use, setup, and maintain — for just $25 per user per month. Since Essentials is built on the world's #1 CRM platform complete with a mobile app, small businesses can start working from anywhere, knowing they have the tools they need to collaborate and stay connected to customers. With Essentials, you can se

    (205)4.4 out of 5
    Entry Level Price:Free

    Zoho SalesIQ is a customer engagement platform with live chat, website visitor tracking, and analytics capabilities that helps you know your visitors, engage them and support your customers in real time. Here's how SalesIQ facilitates better customer engagement.  Segment your website visitors  SalesIQ gives you a real-time ordered visitor list, based on the criteria you select, with data such as their location, behaviour and time spent on site, etc, and also assigns them a lead score as per yo

    (40)4.3 out of 5

    Build better customer experiences with Groove. Everything you need to convert, support, and delight your customers.

    (90)4.3 out of 5
    Entry Level Price:Free

    Obie is the fastest way to capture and access knowledge at work. Individuals that use Obie: - Find documents, notes and wiki articles, faster - Easily capture text snippets for faster reuse - Share documents with colleagues quickly Organizations that use Obie: - Dramatically reduce frequently asked questions - Streamline onboarding and enablement - Decrease time to response and resolution - Experience the fastest way to find knowledge at work

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    Check out the G2 Grid® for the top Customer Self-Service Software products. G2 scores products and sellers based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. Together, these scores are mapped on our proprietary G2 Grid®, which you can use to compare products, streamline the buying process, and quickly identify the best products based on the experiences of your peers.
    Leaders
    High Performers
    Contenders
    Niche
    MindTouch
    Oracle
    Zendesk Support Suite
    WalkMe
    Freshdesk
    Hornbill Service Manager
    Kayako
    TeamSupport
    Avaya OneCloud CCaaS
    HappyFox Help Desk
    Zoho Desk
    Track-It!
    GrooveHQ
    Help Scout
    Salesforce Essentials
    Intercom
    KnowledgeOwl
    Helpshift
    LiveAgent
    Jira Service Management
    SF Service Cloud
    Whatfix
    SnapEngage
    LiveHelpNow
    Zoho SalesIQ
    Re:amaze
    Panviva
    Solvvy
    Aivo
    Ada
    Kustomer
    Shelf
    Freshchat
    Gladly
    Salesforce Self-Service (Customer Community)
    livepro Knowledge Management
    Service Hub
    Document360
    WixAnswers.com
    Apty
    Obie
    e-bot7
    ultimate.ai
    Mindsay
    Market Presence
    Satisfaction

    Learn More About Customer Self-Service Software

    What is Customer Self-Service Software?

    A complete customer experience extends into all aspects of your business, from your sales team’s early phone calls to the follow-up emails after service. If you have a physical store, your customer interactions and even decorations play a hand in customer satisfaction. This also applies to your live chat agents and your website as a whole.

    Ideally, you could offer in-the-moment human solutions for any and all inquiries into your business, including those in the middle of the night from across the world (e.g., answers to questions, product suggestions). Not only is this not a scalable service, but many issues are similar to each other and can be handled without the personal touch and demand on your agents. Customer self-service software enhances your online customer journey with informational, interactive customer portals that visitors can navigate without assistance. These self-service portals fill in any gaps that your real-life employees can’t reach, giving people the details and results they are looking for when visiting your website without the need for human intervention.

    There is still no substitute for compassionate, well-informed service agents to help address customers’ most pressing issues. With that being said, customer support technology such as web self-service tools are bringing brands and their customers closer together by emulating these interactions and empowering your visitors with the tools they need to learn about, troubleshoot, and purchase your offerings on their personal devices. Then, when it matters most, your contact center agents can get involved and elevate the customer experience to new heights.

    Key Benefits of Customer Self-Service Software

    • Creating self-service portals to be accessed through websites, e-commerce sites, or other customer hubs
    • Allowing visitors to search for and access relevant content, such as knowledge base information pertaining to your company or product
    • Offering intelligent suggestions on products and content based on customer issues, history, or queries
    • Integrating with live chat and other customer service software for optimal service and support

    Why Use Customer Self-Service Software?

    If your product or service could benefit from an FAQ page or other digital resources for customers, business partners, or even employees, a self-service application can assist with its creation, deployment, and administration. In other cases, you may desire to bolster online catalogs and stores with on-demand details or help guides. Finally, you may want to support live chat or phone service desk solutions with guided knowledge base access so customers can quickly retrieve valuable content when necessary.

    Digital self-service tools are a modern miracle for these situations, helping companies put the right information within users’ reach when they need it most. If your company has a distributed clientele, an increasingly diverse product offering, or complicated features or use cases—and perhaps a combination of all three—service software such as the products in this category can be instrumental in scaling your success. This technology can empower your network through multiple channels, giving visitors peace of mind and increasing the potential for new deals and repeat business. Customer service should always remain a top priority, and in the connected age, that includes these moments when a live agent is not always available. Implementing an interactive customer portal can be a logical, hugely beneficial step for your business and further legitimize your brand in the eyes of investors and global visitors. Most importantly, it can translate to improved customer engagement, customer experience, and customer loyalty, with memorable moments of service that were not previously possible.

    What are the Common Features of Customer Self-Service Software?

    The applications in this category offer unique toolkits for developing and implementing self-service components into your online operation. The following are some common features you will come across in this category and how they may benefit your business.

    Custom knowledge base — Predictive responses to customer questions are perhaps the core benefit of self-service channels. When your website visitors want to inquire about product specifications or find how-to videos related to their purchase, you can direct them to the best solutions through self-service support software. This may entail integrating the tool with your existing knowledge management software or producing new knowledge base articles on common issues or queries. To curate the best answers for your self-service portal, you can build a customer-facing knowledge base or import answers directly from your internal knowledge base. Depending on your chosen product, you can modify your response or redirect flows so only specified details are made available in the knowledge management process or certain pages of your knowledge management solutions are opened for access to public visitors.

    Support desk routing — The underlying goal of these guided customer portals is to reduce the need or demand for a live support team at different points in the customer journey. For high-stakes sales moments or more urgent inquiries, like serious technical difficulties, customer service employees are irreplaceable. The tools in this category can integrate with other customer support software, such as help desk software, so support agents can intervene when the time calls for it or at least receive tickets so they can respond at their convenience. You can set up web self-service platforms so the correct employees are pinged at different experience points, and sessions can be properly routed to agents that can offer continued assistance.

    Guided membership updates — If your customers are unhappy with their service, would like to upgrade with new features, or simply need to make changes to their contact information, you can allow them to modify their memberships without going to a physical location or getting support on the phone. A customer portal can include quicklinks and commands that help visitors make changes to their service or personal information with a few easy clicks. Once settings are updated, customers can continue shopping or go on their way. Customer self-service software will often integrate with e-commerce platforms so that once visitors have the information they need or have the correct details in their profile, they can conveniently purchase additional goods or services from their personal devices.

    Analytics — Once these software tools are deployed, not only will you be assisting customers faster than ever before, but you will be observing new customer interactions, behavior, and preferences at a significant rate. Reporting and analytics tools within self-service portals can track this valuable data from all angles and provide high-level insights into your website performance and customer relationships. If certain questions are being asked far more often than others, it may mean that certain product features are confusing or the company is not being transparent enough about specific processes. In other cases, you may find that certain web pages are generating more questions than others. These insights are an added benefit of this service software that can translate to an optimized approach and increased ROI.

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