15 Best Customer Service Automation Software

Discover the 15 best customer service automation software solutions – features, pricing, integrations and ratings compared

By Intelswift Team
October 28, 2024
15 min read

Leaders often overestimate how much consumers trust their business – a PWC study from 2024 shows a whooping 60% gap between the leader and consumer trust levels. It means you probably have much less space for customer service errors than anticipated. To improve your business’s position and meet customer expectations, you can invest in good communication and automation tools. But how to find the right ones for your scenario?

Well, read on – because in this article, we’ll highlight the best customer service automation software solutions on the market in 2024 and beyond.


Best customer service automation software: Our top 15 choices

Intelswift

Intelswift – one of the best customer service automation software options

Image source: Intelswift


Intelswift is a customer service automation tool that integrates into support team workflows and automates repetitive tasks. It helps businesses respond to customers swiftly and professionally. The platform’s AI features can aid users in various ways, like generating data-rich visualizations and forecasts, identifying anomalies etc.


Key Features

  • AI Agents – Automate tasks such as creating FAQs, lead qualification, meeting scheduling and summary generation. Create personalized product recommendations and generate answers in any language, 24/7. Train your agent with just a few clicks, based on your company data (e.g. website or documents).
  • Live Chat – Transfer conversations from AI chats to a live agent whenever it’s unable to fix an issue. Live agents can jump in at any time to take over the conversation smoothly.
  • AI Copilot – Access an AI assistant that boosts team productivity and drives data insights by generating data-rich visualizations, creating data forecasts, detecting anomalies, and so on, based on natural language prompts.
  • Workflows – Easily create customer service workflows with a powerful, intuitive, no-code visual builder.
  • Omnichannel and multilingual support – Intelswift provides omnichannel and multilingual support. It’s worth noting that live agents use our platform to communicate with customers on various channels (e.g., Web widget, Telegram, WhatsApp and more).

Integrations

Intelswift offers 120+ integration options, including popular software such as Hubspot, Salesforce, Zoho, Mailchimp etc. You can set up automation workflows inside our platform, and the AI agent will transfer leads to connected CRM, trigger email workflows to pass data to external analytics tools, and so on.


User rating

Intelswift doesn’t have ratings on G2 or Capterra yet but has a perfect 5.0 score on Producthunt. You can learn more about our company and solution here.

Intelswift customer opinion

Image source: Producthunt


Pricing

Intelswift offers three pricing plans:

  • Personal – $19/month
  • $49/month – $49/month
  • Business – $125/month

You can get a 20% discount with annual billing. There’s also a 21-day trial with access to the complete feature set.

All plans include 1 seat. You can add extra seats and extra conversations at any time. It costs $10 per seat and $7 per 100 conversations.

Intelswift pricing

Image source: Intelswift


Intercom

Intercom – customer service software with AI enhancements

Image source: G2


Intercom is a customer service software that focuses on AI enhancements to help businesses optimize their customer support processes.

See also: Intercom alternatives


Key Features

  • Omnichannel – Direct all communication to one inbox.
  • AI insights & reporting – Optimize customer satisfaction, experience, and engagement with AI-generated insights.
  • Fin AI agent – Resolve up to half of your support volume instantly using an AI-enhanced chatbot.
  • Workflows – Automate workflows with a drag&drop builder (no coding necessary).
  • Knowledge hub and help center – Offer users a way to resolve issues independently with a centralized knowledge library.

Integrations

Connect Intercom to solutions like Jira Cloud, Stripe, WhatsApp, Instagram, Salesforce, HubSpot, etc. Zapier integration offers more options.


User ratings

G2: 4.5

Capterra: 4.5

Intercom customer review

Image source: G2


Pricing

Intercom offers three plans:

    Essential – $39/seat/month

    Advanced – $99/seat/month

    Expert – $139/seat/month

You can get a discount with yearly billing (the amount depends on the plan). Also, Intercom offers a 14-day free trial.

Intercom pricing

Image source: Intercom


Trengo

Trengo - a customer engagement platform

Image source: G2


Trengo is a customer engagement platform that integrates various communication channels in one collaborative space and offers several functional AI enhancements.


Key Features

  • Multichannel inbox – Bring all key communication into one unified and easy-to-use inbox.
  • Automated workflows – Access automated ticket routing and create workflows on different channels (WhatsApp, email, website live chats, etc.).
  • AI conversations – Offer your customers instant, personalized answers in over 70 languages, with a customizable tone of voice.
  • Journeys – Build unique customer journeys that cover common issues and respond to frequently asked questions.
  • Reports – Generate performance reports and easily share them with stakeholders in different departments.

Integrations

Trengo offers integrations with over 20 known solutions, such as Shopify, HubSpot, Salesforce, and Wix.


User ratings

G2: 4.3

Capterra: 4.1

Trengo customer opinion

Image source: G2


Pricing

Trengo offers three plans, with prices based on the number of users, integrations, and available features:

  • Essential – $138/month (5 users and 100 conversations/month)
  • Boost – $204/month (5 users and 300 conversations/month)
  • Pro – $341/month (5 users and 1000 conversations/month)

These prices are with monthly billing. There’s a 7-day free trial and a 20% discount if you decide to pay annually.

Trengo pricing

Image source: Trengo


Customerly

Customerly - messaging platform with AI enhancements

Image source: GetApp


Customerly is a messaging platform that provides a help desk, a chat (text and video) you can integrate with your other systems, and some practical AI enhancements.


Key Features

  • Live chat – Access messages from different channels in a unified inbox and reduce workloads with canned responses, templates, and a virtual assistant to handle customer interaction.
  • AI – Simplify tasks and aid your agents, translate messages, and use AI-enhanced chatbots that ask humans for help when they don’t know how to handle a situation.
  • Video live chat – Use face-to-face conversations to engage customers and create personal relationships.
  • Help center – Provide an AI-powered help center where people can find answers to their questions, which reduces the workload for your support teams.

Integrations

Customerly offers several useful integration options, including WordPress (through a plugin), MailMunch, and Front. The tool also provides a Zapier connection.


User ratings

G2: 4.2

Capterra: 4.6

Customerly customer opinion

Image source: G2


Pricing

Customerly’s price depends on the monthly active users and emails sent. There are four pricing plans:

  • Essential – €9/month
  • Startup – €49/month
  • Pro – €99/month
  • Enterprise – €299/month

You get a discount with yearly payments, and there’s also a 14-day free trial. Note that this is an Irish-based company, and prices are only available in EUR.

Customerly pricing

Image source: Customerly


Kustomer

Kustomer - comprehensive customer service platform

Image source: G2


Kustomer is a comprehensive customer service platform with a built-in CRM system. It provides standard features such as chatbots, omnichannel support, and some AI tools (Copilot, AI-driven chatbots).


Key Features

  • CRM – Access a flexible CRM system built specifically for customer service operations, with helpful business process automation features and configurable routing rules.
  • AI Copilot – Resolve customer issues efficiently with the help of AI Copilot, which can expand, spellcheck, and translate messages, write conversation summaries, etc.
  • AI Chatbots – Offer your customers instant access to personalized support 24/7. Templates and no-code configuration tools make it easy to set up.
  • Omnichannel – Offer seamless support across various communication channels (email, chat, SMS, social media, voice).
  • Self-service – Provide your customers with a knowledge base and chatbots, and use proactive messages to help them resolve their problems without your help.

Integrations

Kustomer offers many useful integrations, including Shopify, RingCentral, MessageBird, Fullstory, Salesforce, Jira, and Slack.


User ratings

G2: 4.4

Capterra: 4.6

Kustomer customer opinion

Image source: G2


Pricing

Kustomer has two pricing options:

  • Enterprise – $89/month/user
  • Ultimate – $139/month/user
Kustomer pricing

Image source: Kustomer


Freshworks (Freshdesk)

Freshworks (Freshdesk) customer service automation solution

Image source: G2


Freshdesk (a product of a company called Freshworks) is a customer service automation solution that helps companies optimize customer support operations. It’s multichannel and offers solid automation features and AI enhancements.

See also: Frameworks alternatives


Key Features

  • Automations – Assign tickets to agents/groups automatically and enable event-triggered automation and time-triggered maintenance tasks.
  • Omnichannel – Let users write tickets on the website and contact them directly on various channels such as WhatsApp, email, chat, phone or social media.
  • Ticketing – Use a unified team inbox and optimize ticketing with agent collision detection, thank you detector, SLA management and ticket field suggestion.
  • CollaborationImprove team collaboration with parent-child tickets, linked tickets and shared ticket ownership.
  • Self-serviceHelp customers fix their issues without your help thanks to a widget, automatic solution suggestions and an AI-powered chatbot.

Integrations

Freshdesk integrates with over 1200 other tools, including Playvox, Slack, MS Teams, Shopify, Salesforce and Jira.


User ratings

G2: 4.4

Capterra: 4.5

Freshworks (Freshdesk) customer opinion

Image source: Capterra


Pricing

Freshdesk consists of several products with different pricing options. The one most comparable to other positions on our list is the Customer Service Suite with three plans:

  • Growth – $35/agent/month
  • Pro – $83/agent/month
  • Enterprise – $131/agent/month

There’s also a 14-day free trial and discount with annual billing.

Freshworks (Freshdesk) pricing

Image source: Freshdesk


HelpCrunch

HelpCrunch customer communication platform

Image source: G2


HelpCrunch is a customer communication platform designed for support and marketing purposes. It offers live chat, omnichannel support, shared inbox, self-service features and email marketing tools. As with most other platforms nowadays, there are also AI enhancements and automation options available.


Key Features

  • Live chat – Talk to your customers in real time or set up automated messages based on pre-defined rules.
  • Chatbot – Access an AI-based website chatbot that will respond to customer queries and offer contextual self-service (ask multiple-choice FAQ questions).
  • Shared inbox – Gather all communication in a shared inbox to speed up work and make collaboration easier.
  • Knowledge base – Build a well-structured knowledge base with categories and sections, and integrate it with a widget on your website.

Integrations

HelpCrunch offers many useful integrations, including Slack, WordPress, WhatsApp and Shopify. It also provides a Zapier integration for even more options.


User ratings

G2: 4.7

Capterra: 4.8

HelpCrunch user review

Image source: G2


Pricing

HelpCrunch has three pricing plans with different feature sets, but the price also depends on the number of team members who will be using the platform and the number of sent emails.

  • Basic – $12/month (1 person and no emails)
  • Pro – $20/month (1 person and no emails)
  • Unlimited – $495/month (unlimited number of team members and 50,000 emails)

There’s a 20% discount with annual billing. The company also offers a 14-day free trial.

HelpCrunch pricing

Image source: HelpCrunch


Chatfuel

Chatfuel customer service automation software

Image source: G2


Chatfuel is a no-code tool for automating customer support and sale interactions. It allows you to create AI-powered chatbots for Facebook Messenger, Instagram and WhatsApp.


Key Features

  • Flow builder – Create automated conversation scenarios (answering FAQs, informing about discounts etc.)
  • Templates – Configure chatbot use cases with ready-made templates that cover popular scenarios.
  • Automated communication – Direct conversations to your chatbot from messages or ads that click to WhatsApp.
  • Multichannel support – Use Chatfuel on Facebook, Instagram, WhatsApp and your company’s website.

Integrations

Chatfuel connects with several tools like Stripe, Calendly, Shopify, Google Sheets and HubSpot. There’s also a Zapier integration.


User ratings

G2: 4.4

Capterra:4.4

Chatfuel user opinion

Image source: G2


Pricing

Chatfuel offers separate pricing plans depending on the communication channels you want to use. Here are the options for Facebook and Instagram:

  • Business – $19.99/month (1000 conversations/month)
  • Enterprise – $300/month (the plan details are customizable)
Chatfuel Facebook and Instagram pricing

Image source: Chatfuel


And here are the plans for WhatsApp communication:

  • Business – $34,49/month (1000 conversations/month)
  • Enterprise – $300/month (the plan details are customizable)

There’s also a 7-day free trial.


Chatfuel WhatsApp pricing

Image source: Chatfuel


WotNot

WotNot chatbot and customer service software

Image source: G2


WotNot is a no-code chatbot platform companies can use to automate customer interactions. The tool allows you to create customizable chatbots (they can also be AI-enhanced) you can use on several different communication channels.


Key Features

  • Bot builder – Use a visual builder and ready-made templates to create custom chatbots in minutes.
  • AI studio – Train your own ChatGPT chatbots (with support for over 50 languages) based on a set of documents or the website domain. Automatically transfer conversations to human agents when bots find a problem they can’t solve.
  • Live chat – Access a multichannel (website, SMS, WhatsApp, Facebook) live chat to handle all conversations in one place.
  • WhatsApp chatbot – Offer customers 24/7 support via WhatsApp using chatbots.

Integrations

WotNot connects to many well-known tools, including HubSpot, Salesforce, Google Calendar, Zendesk and Zoho CRM. The platform also provides a Zapier integration.


User ratings

G2: 4.6

Capterra: 4.6

WotNot customer opinion

Image source: G2


Pricing

WotNot has five pricing plans:

  • Free – For up to 100 chats and 20 AI answers
  • Starter – $99/month (5,000 chats and 1,000 AI answers)
  • Premium – $299/month (10,000 chats and 2,500 AI answers)
  • Ultimate – $899/month (20,000 and 5,000 AI answers)
  • Enterprise – Custom pricing and details
WotNot pricing details

Image source: WotNot


Zendesk

Zendesk system for automating customer service tasks

Image source: Zendesk


Zendesk Support Suite is a powerful, omnichannel system that allows businesses to automate customer service tasks and optimize their operations in this area to provide a seamless, integrated support experience for their users.


Key Features

  • Messaging and live chat – Offer users help through communication channels like WhatsApp, social media, or business productivity tools.
  • Workforce engagement – Enable automated forecasting, scheduling, monitoring and real-time reporting to optimize team efficiency and engagement.
  • AI and automation – Use AI agents to resolve less complex issues without human employees. Provide support teams with AI assistants to speed up work with suggestions and generated replies your staff can customize. 
  • Help center – Offer your users and agents a knowledge base they can use to resolve their issues and find key information easily.
  • Agent workspace – Unify communication channels to foster collaboration between agents and help them react faster.
  • Voice – Speak with your users directly to solve their problems faster.

Integrations

Zendesk integrates with a large number of other systems, including Harvest, Shopify, Slack, Asana, Linear and many others.


User ratings

G2: 4.3

Capterra: 4.4

Zendesk customer review

Image source: G2


Pricing

Zendesk support suite has three pricing plans:

  • Support Team – $19/agent/month
  • Support Professional – $55/agent/month
  • Support Enterprise – $115/agent/month

The prices are with annual billing (there’s no monthly option). There’s also a 14-day free trial.

Zendesk pricing details

Image source: Zendesk


Drift

Drift conversational marketing platform

Image source: Shulex VOC blog


Drift is a conversational marketing platform that leverages artificial intelligence to engage with website visitors in real time. While it doesn’t focus on customer service, the chatbots you build with it can also be used for this purpose.


Key Features

  • Live chat – Carry out real-time, instant conversations with your customers and access customer feedback without forcing anyone to fill out forms.
  • Custom chatbots – Create custom chatbots to personalize messages and interactions and optimize customer engagement.
  • Email – Sort through the email inbox and automatically route human responses to the correct team member.
  • Conversational landing pages – Create landing pages focused on chat to simplify conversation starting and boost engagement.
  • Engage – Link specific events and website actions to visitors to understand customers better.

Integrations

You can connect Drift to various other tools, such as Microsoft Teams, RollWorks, Google Marketing Platform and Clearbit.


User ratings

G2: 4.4

Capterra: 4.5

Drift customer review

Image source: G2


Pricing

Drift has two plans – Advanced and Premier – but the company doesn’t disclose pricing details on the website. However, this is an enterprise-centered solution that can be costly for small businesses.



Genesys

Genesys customer experience and contact center platform

Image source: G2


Genesys is a customer experience (CX) and contact center platform. It provides tools to optimize your business communications (including useful AI enhancements).


Key Features

  • AI – Access conversational AI tools to make bot conversations more alive, as well as AI-based call summarization, forecasting and scheduling.
  • Multichannel support – Use the platform across email, messaging tools, voice communication, social media, text and chat.
  • Contact center – Offer your customers a comprehensive, AI-enhanced contact center with seamless cross-channel communication.
  • Journey management – Use customer journey analytics and orchestration to personalize user experience.
  • Workforce engagement – Align company and personal goals and optimize employee engagement using tools natively integrated with the contact center.

Integrations

Genesys integrates with over 600 tools, including Zendesk, Salesforce, ServiceNow and Jira.


User ratings

G2: 4.3

Capterra: 4.4

Genesys user review

Image source: G2


Pricing

Genesys has three pricing plans:

  • CX 1 – $75/user/month
  • CX 2 – $115/user/month
  • CX 3 – $155/user/month

These prices are with annual billing. There’s also a 14-day free trial.

Genesys pricing structure

Image source: Genesys


Tidio

Tidio customer service automation software

Image source: G2


Tidio is a customer service platform that helps businesses enhance customer support via live chat, AI-powered chatbots, and automation tools.


Key Features

  • Lyro AI chatbot – Answer frequently asked questions automatically in many languages and automate recurrent tasks (checking order statuses, creating tickets).
  • Help desk – Use a Help Desk ticketing system, live chat and multichannel communication to help your customers more effectively.
  • Live chat – Access live chatting tools with a typing preview feature and a unified inbox for WhatsApp, Instagram, website chat and Messenger.
  • Flows – Use a no-code builder to create conversion paths to optimize your lead generation and sales funnel.

Integrations

You can integrate Tidio with other systems like Shopify, WordPress, Magento, BigCommerce and HubSpot. There’s also a Zapier integration.


User ratings

G2: 4.7

Capterra: 4.7

Tidio user review

Image source: G2


Pricing

Tidio has four plans with pricing dependent on the number of conversations (the prices below are with 100 conversations selected).

  • Starter – $29/month
  • Growth – $59/month
  • Plus – $749/month
  • Premium – $2999/month
Tidio pricing plans

Image source: Tidio


The prices above are with monthly billing (you get two months free with annual). However, they are just for the core functionalities. With all but the most expensive plan, the AI chatbot and the Flows module must be bought separately at €39/month (for 50 conversations) and €29/month (for 2000 visitors – the first 100 are free). There’s also a 7-day free trial.

Tidio pricing for add-ons

Image source: Tidio


LivePerson

LivePerson cloud platform with AI-powered chatbots

Image source: G2


LivePerson is a conversational cloud platform that uses AI-powered chatbots. They work alongside a human customer service team to provide personalized 24/7 help.


Key Features

  • Reporting – Analyze conversation and customer data from multiple channels to better understand your customers' wants and needs.
  • Omnichannel communication – Contact customers on multiple channels such as the website, mobile platforms, social media and voice conversations using one platform.
  • Employee assistance – Provide your employees with a customizable workspace and AI tools (Copilot) that help them optimize their work (summarizing, rewriting responses etc.). 
  • Automation – Use AI to automate tasks and generate reports and insights regarding conversation data. Build custom AI agents (chatbots) and use a conversation orchestrator to optimize interactions and enable seamless switching between AI chatbots and human customer support agents.

Integrations

LivePerson integrates with many other systems, such as Salesforce, Zendesk, NetSuite and Microsoft Dynamics.


User ratings

G2: 4.2

Capterra: 4.4

LivePerson customer opinion

Image source: G2


Pricing

LivePerson has three pricing plans – Bronze, Silver and Gold – but doesn’t disclose pricing details on the website.



Sprinklr

Sprinklr customer service automation software

Image source: G2


Sprinklr is a customer experience management platform that provides tools for managing customer experiences and interactions.


Key Features

  • Live chat – Use integrated live chat to provide 24/7 assistance to your customers on websites and mobile apps.
  • Omnichannel support – Access AI-powered omnichannel routing (chat, social media, email and voice) and tools to easily assign an interaction to an agent.
  • Conversational AI – Create AI bots using a simple no-code process with natural language prompts.
  • Knowledge base – Collect and organize information for customer service teams or other scenarios with a robust knowledge base tool.
  • Agent assist – Automate workflows and offer agents AI tools that provide suggestions and recommendations, summarize cases etc.
  • Conversational IVR – Use smart voice bots to provide intuitive self-service for customers and efficient conversation routing.

Integrations

Sprinklr integrates with various other solutions, including Microsoft Dynamics, Netomi, Okta, Power BI and Salesforce.


User ratings

G2: 4.4

Capterra: 4.2

Sprinklr customer feedback

Image source: G2


Pricing

Sprinklr offers two pricing plans:

  • Self-serve customer service solution – $249/seat/month
  • Custom CCaaS solution – custom pricing

There’s a 30-day free trial and a 20% discount with annual billing.

Sprinklr pricing plans

Image source: Sprinklr


Best customer service automation tools: Comparison table

Tool name
Features
Free Trial
Pricing
Average user ranking

Intelswift

  • AI Agents
  • Live Chat
  • AI Copilot
  • Workflows
  • AI insights & reporting
  • Omnichannel and multilingual support

21 days

From $19/month, $10/month for each extra seat

5.0

Intercom

  • Omnichannel
  • AI insights & reporting
  • Fin AI agent
  • Outbound messaging
  • Workflows
  • Knowledge hub and help center

14 days

From $39/seat/month

4.5

Trengo

  • Multichannel inbox
  • Automated workflows
  • AI conversations
  • Journeys
  • Reports

7 days

From $138/month (5 users)

4.2

Customerly

  • Live chat
  • AI
  • Video
  • Help center

14 days

From €9/month

4.5

Kustomer

  • CRM
  • AI Copilot
  • AI Chatbots
  • Omnichannel
  • Self-service

N/A

From $89/month/user

4.5

Freshworks

  • Automations
  • Omnichannel
  • Ticketing
  • Collaboration
  • Self-service

14 days

From $35/agent/month

4.4

HelpCrunch

  • Live chat
  • Chatbot
  • Shared inbox
  • Knowledge base

14 days

From $12/month

4.7

Chatfuel

  • Flow builder
  • Templates
  • Automated communication
  • Multichannel support

7 days

From $19.99/month

4.4

WotNot

  • Bot builder
  • AI studio
  • Live chat
  • WhatsApp chatbot

Free plan

From $99

4.6

Zendesk

  • Messaging and live chat
  • Workforce engagement
  • AI and automation
  • Help center
  • Agent workspace
  • Voice

14 days

From $19/agent/month

4.3

Drift

  • Live chat
  • Custom chatbots
  • Email
  • Conversational landing pages
  • Engage

N/A

N/A

4.4

Genesys

  • AI
  • Multichannel support
  • Contact center
  • Journey management
  • Workforce engagement

14 days

From $75/user/month

4.3

Tidio

  • Lyro AI chatbot
  • Help desk
  • Live chat
  • Flows

7 days

From $29/month

4.7

LivePerson

  • Understand
  • Connect
  • Assist
  • Automate

N/A

N/A

4.3

Sprinklr

  • Live chat
  • Omnichannel support
  • Conversational AI
  • Knowledge base
  • Agent assist
  • Conversational IVR

30 days

From $249/seat/month

4.3



Conclusion

Customer service automation software can make a night and day difference for a business, and this is especially true in the age of AI when LLM-based bots can converse with humans and solve many of their issues without human intervention. However, the sheer number of solutions on offer is staggering – some just provide tools for building custom bots, others offer analytics, AI assistance for employees and more.

If you’re looking for an easy-to-use solution with powerful AI capabilities (especially when it comes to the Copilot implementation), and powerful, easily configurable integrations, Intelswift is one of the best choices out there – it's bound to improve your customer service quality.

Interested? Try Intelswift now (no credit card details necessary) by signing up or scheduling a demo if you want to see our software in action!


FAQs

Can you automate customer service?

You can automate customer service using chatbots, AI-driven helpdesk software, and automated response systems. Platforms such as our Intelswift provide these features and more.

What is an automated system for customer service?

Automated customer service lets businesses manage customer inquiries and support routine tasks without human intervention – while customer service agents deal with more serious issues.

What software is used for customer service?

There are many customer service platforms. One potential option is Intelswift, which offers great ease-of-use, powerful AI capabilities (including a great Copilot implementation), and a rich suite of one-click integrations.

Which CRM has the best customer service?

It depends on your exact needs and requirements. Zendesk, Freshdesk, and Zoho Desk are often mentioned as solutions that provide good customer service. Moreover, if the quality of customer service is important to you, you can invest in a tool like Intelswift, which not only provides top-notch customer service but also allows you to improve yours. The solution also connects to well-known CRM systems, like HubSpot and Salesforce.