10 Best Customer Support Software for SaaS

10 Best Customer Support Software for SaaS

Finding the right customer support software can be a game-changer for any SaaS business. 

It’s not just about answering customer queries; it’s about building relationships, solving problems quickly, and improving your product based on feedback. 

With countless options out there, choosing the best fit for your company requires a bit of homework.

This guide highlights the 10 best customer support software solutions designed specifically for SaaS companies. 

Each option offers unique features to address the varied needs of SaaS providers, ensuring your team can efficiently manage inquiries, solve problems, and maintain high customer satisfaction levels. 

List of 10 Best Customer Support Software for SaaS

  1. Refiner
  2. JustCall
  3. Help Scout
  4. CloudTalk
  5. Akita
  6. Zoho Desk
  7. Groove
  8. Helpdesk
  9. Totango
  10. Support Hero

1. Refiner

Refiner

Refiner is a customer support software designed for SaaS businesses focused on understanding and improving the user experience. 

At its core, Refiner aims to simplify the process of gathering user feedback directly within your app. 

This means you can easily find out what your customers think and need without making them go out of their way to tell you. 

With its easy setup, you can start collecting valuable insights in no time, helping you make informed decisions to improve your product and support services. 

Refiner stands out by offering customizable surveys that fit effortlessly into your app, ensuring a natural experience for your users. 

If you’re looking to boost customer satisfaction and drive growth through better user insights, Refiner could be the tool you need.

List of Features 

  • Build surveys
  • Survey Templates
  • Customized Surveys
  • On-brand Design
  • Collect responses
  • In-Product Surveys
  • Email Surveys
  • Survey Links
  • Uncover insights
  • Reporting Dashboard
  • User Segmentation

Top Features of Refiner

Here are the top 3 features of Refiner as a customer support software for SaaS.

1. In-Product Surveys

Refiner lets you integrate surveys directly into your app, making it easy for users to give feedback without disrupting their experience. 

This feature ensures you get timely and relevant insights directly from the user’s interaction with your product, helping you understand their needs and issues in real time.

In-Product Surveys

2. Customized Surveys

You can customize surveys to fit the look and feel of your brand and the specific information you need. 

This customization ensures that surveys feel like a natural part of your app, increasing response rates and the quality of the feedback you collect.

Customized Surveys

3. Reporting Dashboard

The dashboard compiles all survey responses into clear, actionable insights. 

This allows you to quickly identify trends, user sentiment, and areas for improvement. 

With this feature, making data-driven decisions to improve customer satisfaction and product development becomes straightforward and effective.

Customized Surveys

Pros 

  • Highly customizable surveys
  • Effortless in-app survey integration
  • Real-time feedback collection
  • Comprehensive reporting dashboard
  • User segmentation for targeted insights

Cons 

  • May require technical knowledge for advanced customizations

Pricing

  • Essential $79/month
  • Growth $199/month
  • Enterprise (customizable)

Average Rating

The average rating of Refiner based on customer reviews is 4.5 out of 5.

Average Rating

Testimonials

Testimonials 1

Testimonials 2

Available App List

  • Web

Bottom Line

Refiner excels at collecting precise user feedback through customized, in-app surveys, making it ideal for SaaS businesses focused on improving user experience. While its survey-centric approach provides valuable insights, the lack of broader CRM integrations and a learning curve for advanced customizations are notable drawbacks.

2. JustCall

JustCall

JustCall is a cloud-based customer support software that makes it easy for businesses to handle their calls and messages. 

It’s designed to help your team talk to customers and solve their problems without any hassle. 

With JustCall, you get a straightforward platform that lets your team reach out to customers and handle their issues without getting bogged down by complicated features. 

It’s built to help you provide quick, effective support, keeping your customers happy and your team efficient.

List of Features 

  • Intelligent call routing
  • Advanced IVR menus
  • AI-driven training & coaching
  • Real-time call assistance
  • Live call transcripts and summaries
  • Advanced analytics & reporting
  • Omnichannel integration with bots
  • Automated data logging
  • Caller insights
  • CRM integration
  • Unified workspace
  • Concurrent call management
  • AI-Powered insights & responses

Top Features of JustCall

The top features of JustCall, one of the best customer support software, are:

1. AI-Powered insights & responses

JustCall uses artificial intelligence to analyze calls and chats, offering smart suggestions and insights. 

This feature gives your support team an extra brain. 

It helps your team respond more effectively to customer needs by highlighting important parts of conversations and even predicting what customers might need next.

AI-Powered insights & responses

2. CRM integration

JustCall makes it easy to combine your customer support efforts with your existing customer relationship management (CRM) system. 

This means all your customer info and interactions can live in one place. 

No more flipping between apps to find what you need. It simplifies your work and keeps everything organized.
CRM integration

3. Intelligent Call Routing for Efficient Support

JustCall automatically sends incoming calls to the right agent using smart call routing. 

This means customers get their issues solved faster because they’re talking to the best person for their problem from the start.

It cuts down wait times and boosts customer satisfaction.
Intelligent Call Routing for Efficient Support

Pros 

  • Improved customer interactions with integrated phone systems and AI insights.
  • User-friendly support and easy onboarding.
  • Advanced analytics with AI-based call scores and tracking.

Cons 

  • Cost concerns and text/minute limitations.

Pricing

  • Essential $19 per user/month 
  • Team $ 29 per user/month
  • Pro $ 49 per user/month
  • Business (Contact JustCall)

Average Rating

The average rating of JustCall is 4.1 out of 5 based on customer reviews.

average rating of JustCall

Testimonials

Testimonials

Testimonials

Available App List

  • iOS App
  • Google Play Store
  • Android App
  • Desktop App

Bottom Line

JustCall is an AI-powered phone system that helps companies handle complicated scenarios and provide excellent customer service. The platform offers transparent and adjustable pricing options to meet organizations’ various demands, interacts with various third-party products, and facilitates effortless interaction via SMS or phone. 

3. Help Scout

Help Scout

Help Scout is designed for SaaS companies looking for an efficient way to handle customer support without overwhelming their team or their users. 

It’s an automated platform that makes customer service seamless, offering features like shared inboxes, knowledge bases, and live chat. 

This setup not only makes it easier for support teams to manage conversations but also helps in delivering quick and personalized responses to users. 

Help Scout stands out for its simplicity and effectiveness, focusing on creating a better customer experience without the complexity of traditional customer support tools. 

It’s ideal for SaaS businesses that want to maintain a high level of customer satisfaction as they scale.

List of Features

  • Inbox
  • Help Center
  • Messaging
  • Customer Support
  • Shared Inbox
  • Workflows
  • AI-powered tools
  • Tools for every team
  • Powerful data to personalize
  • Live chat
  • Integrations
  • Reporting and Analytics
  • Automation and Workflows

Top Features of Help Scout

Check out the top features of Help Scout that redefine customer support in the SaaS industry.

1. Shared Inbox

Help Scout provides a shared inbox that allows SaaS customer support teams to manage and respond to customer inquiries from a unified platform. 

This feature promotes collaboration and ensures that customer queries are handled efficiently.

Shared Inbox

2. Live Chat

Help Scout includes real-time live chat support capabilities, allowing SaaS companies to offer proactive support and engage with customers live. 

This feature contributes to a better customer experience and can help in retaining customers.

Live Chat

3. AI-Powered Tools

The platform uses AI to increase answer accuracy, automate processes, and simplify communications with clients. 

SaaS customer care organizations can improve customer satisfaction by employing artificial intelligence (AI) to personalize and simplify their responses.

AI-Powered Tools

Pros 

  • User-friendly shared inbox
  • Self-service support through the help center
  • Integration with a wide range of platforms

Cons 

  • Limited integrations for larger enterprises.
  • Fewer customization options and features.
  • Lack of native phone and chat support tools.
  • Reported periodic bugs affecting productivity.

Pricing

  • Standard $20
  • Plus  $40
  • Pro $65

Average Rating

The average rating of HelpScout is 4.4 out of 5, according to customer reviews.

Average Rating

Testimonials

Testimonials Testimonials

Available App List

  • Web
  • iOS

Bottom Line

Help Scout is a user-friendly customer support tool that simplifies interactions and boosts satisfaction with features like shared inboxes and live chat. However, its focus on basic functionalities might limit larger SaaS companies looking for more extensive integrations or advanced analytics.

4. CloudTalk 

CloudTalk is a cloud-based customer support software customized for SaaS businesses, emphasizing voice communication. 

It offers various features to automate call handling, improve customer interactions, and boost team productivity. 

With CloudTalk, businesses can manage calls efficiently with automated call distribution, interactive voice response (IVR) systems, and call queuing. 

It also provides valuable insights through call analytics and integrates with popular CRM systems, ensuring all customer data is easily accessible. 

This makes CloudTalk a powerful tool for SaaS firms looking to provide high-quality, personalized customer support while tracking performance metrics to refine their service continually.

List of Features 

  • AI-Powered Features
  • Calling and Extensions
  • Voicemail and 3-Way Calling
  • Call Transfers and Campaigns
  • Smart and Power Dialer
  • Voicemail Drop and Click-to-Call
  • Customer Details and Call Notes
  • Call Tagging and Unlimited Concurrent Calls
  • Notifications and Personalized Messages
  • Call Queuing and Call Flow Designer
  • Interactive Voice Response (IVR) and Skill-Based Routing
  • Preferred Agent and VIP Queues
  • Caller-Based Routing and Business Hours
  • Workflow Automation and Callback
  • Contact Tags and Ring Groups
  • Missed Calls and Agent Status
  • Call Monitoring and Real-Time Dashboard
  • Analytics and Agent Reporting
  • Auto-Answer and Group Reporting
  • User Management
  • Text Messages (SMS) and Automatic Outbound Number
  • International Numbers and Number Porting
  • Toll-Free Numbers and WhatsApp Inbound Messages
  • Virtual Caller ID
  • Single Sign-On (SSO) and STIR/SHAKEN
  • Spam Protection
  • Call Recording and Call Transcription

Top Features of CloudTalk

Here are the top 3 features of CloudTalk as a customer support software for SaaS.

1. AI-Powered Features

These features use artificial intelligence to optimize call strategies, ensuring SaaS teams connect with their customers more effectively. 

By analyzing call patterns, AI can suggest the best times to contact customers, improving connection rates and customer satisfaction.

AI-Powered Features

2. Interactive Voice Response (IVR)

IVR allows SaaS businesses to guide callers through a menu to the right department or answer without human intervention. 

It automates customer inquiries, reducing wait times and improving overall service efficiency.

Interactive Voice Response (IVR)

3. Call Recording and Transcription

This feature automatically records and transcribes calls, providing valuable insights into customer interactions. 

For SaaS companies, it’s essential for quality control, training, understanding customer needs, and continuously refining products and services.

Call Recording and Transcription

Pros 

  • Advanced AI-powered features for call optimization
  • Comprehensive Interactive Voice Response (IVR) system
  • Call recording and transcription for quality assurance
  • Extensive analytics and reporting tools
  • Customizable call flows and automated workflows
  • Effortless integration with leading CRM systems

Cons 

  • Learning curve for advanced features
  • Pricing may be a barrier for smaller SaaS startups
  • Limited physical hardware options for office-based setups

Pricing

  • Starter
  • Essential $25/month
  • Expert $30/month
  • Custom $40/month

Average Rating

The average rating of CloudTalk is 4.3 based on customer reviews.

average rating of CloudTalk

Testimonials

Testimonials Testimonials

Available App List

  • iOS mobile app
  • Android mobile app
  • Web application

Bottom Line

CloudTalk stands out for its call management features and seamless integrations, making it ideal for SaaS businesses focused on delivering superior telephonic support. 

However, companies needing broader communication channels might find their focus on voice services somewhat limiting.

5. Akita

Akita

Akita is a customer support software designed with SaaS businesses in mind, focusing on customer success and retention. 

It centralizes customer information, providing a comprehensive view of customer interactions and health. 

Akita helps teams proactively manage customer relationships through automated alerts, personalized workflows, and actionable insights, ensuring businesses can anticipate and address customer needs effectively. 

With integration capabilities that connect seamlessly with existing CRM, email, and support platforms, Akita optimizes the process of nurturing customer relationships, improving satisfaction, and driving growth. 

Its intuitive dashboard allows for easy monitoring of key metrics, making it simpler to identify trends, risks, and opportunities within your customer base.

List of Features

  • Customer segmentation
  • Customer health score
  • 360 customer view
  • Task management
  • Automated playbooks
  • Personalized dashboards

Top Features of Akita

See why these features are a must-have for any SaaS customer support toolkit:

1. Customer Segmentation

This feature groups customers based on specific criteria like behavior, purchase history, or product usage. 

It allows SaaS companies to customize their support and marketing efforts more effectively, ensuring that resources are focused on the right customers at the right time, improving satisfaction and retention.

 Customer Segmentation

2. Customer Health Score

It’s a metric that combines various factors to indicate how likely a customer is to continue using or churn from a SaaS product. 

By tracking this score, companies can proactively address issues with at-risk customers and identify opportunities to support and upsell to those who are most engaged.

Customer Health Score

3. Automated Playbooks

These are set sequences of actions triggered by specific customer behaviors or milestones. 

For SaaS businesses, automated playbooks ensure timely and relevant engagement with customers, from onboarding to feature adoption, significantly reducing manual effort and improving the overall customer experience.

Automated Playbooks

Pros 

  • Unified customer view
  • Automated customer journey tracking
  • Customizable alerts for account health changes
  • Integration with CRM and other business tools
  • Actionable insights for customer success teams

Cons 

  • Potential complexity in setup and customization
  • May require training for full utilization
  • Integration limitations depend on the ecosystem

Pricing

  • Suite Team $ 55
  • Suite Growth $ 89
  • Suite Professional $ 115
  • Suite Enterprise (Contact Zendesk)

Average Rating

The average of Akita is 4.0 out of 5 based on customer reviews.

average rating of Akita

Testimonials

Testimonials

Customer Support

  • Email support
  • Knowledge base

Available App List

  • Web application

Bottom Line

Akita offers SaaS companies a powerful tool for improving customer success and retention with effortless integration and insights. However, its complexity and potential learning curve could challenge smaller teams or those with limited technical resources.

6. Zohodesk

Zohodesk

Zoho Desk is a customer support platform designed to help SaaS businesses deliver exceptional customer service. 

With features like ticketing, automation, and self-service options, it optimizes the process of managing customer inquiries. 

Zoho Desk integrates with other Zoho products and third-party apps, providing a comprehensive view of customer interactions across channels. 

Its powerful analytics tool helps businesses understand customer satisfaction and agent performance, enabling continuous improvement. 

Whether you’re a small startup or a growing enterprise, Zoho Desk offers scalable solutions to meet your support needs, making it easier to maintain happy customers and resolve issues efficiently.

List of Features 

  • Omnichannel Support
  • Self-Service Options
  • Generative AI for Customer Assistance
  • Service Level Agreements (SLAs)
  • Contextual Support for Agents
  • Work Modes for Prioritization
  • Advanced AI Features
  • Advanced Reply Editor for Agents
  • Built-in Analytics for Performance Tracking
  • Happiness Ratings from Customers
  • Workflow and Automation Tools
  • Predictive Intelligence for Service Improvement
  • Integration with Over 200 Third-party Apps

Top Features of Zohodesk

Here are the top 3 features of Zohodesk as a customer support software for SaaS.

1. Omnichannel Support

Omnichannel Support

Zoho Desk consolidates customer interactions from various channels into a single platform. 

This means no matter how a customer reaches out—be it via email, social media, or live chat—support teams can manage and respond from one place, ensuring a seamless experience for both agents and customers.

2. Built-in Analytics 

Built-in Analytics 

With Zoho Desk’s analytics, businesses can monitor customer service performance. 

This feature helps identify trends, track support ticket resolutions, and gauge customer satisfaction, enabling companies to make informed decisions to improve their service quality and efficiency.

3. Workflow and Automation Tools

Workflow and Automation Tools

These tools automate routine tasks, like ticket routing and follow-up emails, saving time and reducing human error. 

By optimizing operations, Zoho Desk allows customer support teams to focus more on resolving complex issues and improving the customer experience.

Pros

  • Multichannel Support
  • Ease of Use
  • Advanced Process Automation
  • Self-Service Portals
  • Smart Integrations

Cons

  • Limited Live Chat Customization
  • Workflow Customization Constraints
  • Uncertain Mobile Application Availability

Pricing

  • Standard $14
  • Professional $23
  • Enterprise $40 

Average Rating

The average rating of Zoho Desk, according to customer reviews, is 4.5 out of 5.

average rating of Zoho Desk

Testimonials

Available App List

  • iOS
  • Android App
  • Google Playstore

Bottom Line

Zoho Desk distinguishes itself as one of the premier customer support solutions for SaaS companies. It offers extensive features encompassing multi-channel support, AI assistance, and powerful automation. Its capability to provide self-service portals and strong analytics and reporting tools empowers businesses to deliver exceptional customer experiences. 

7. Groove

Groove

Groove is an optimized customer support software tailored for SaaS businesses, focusing on simplifying support tasks with its intuitive interface and powerful features. 

It brings email, social media, and live chat communications into a unified platform, making it easier for teams to efficiently manage and respond to customer inquiries. 

Groove’s key strengths lie in its ability to facilitate personalized customer interactions and provide insightful analytics, helping businesses understand their customers’ needs better. 

With features like shared inboxes, knowledge base creation, and automation tools, Groove empowers small to medium-sized SaaS companies to deliver exceptional support without the complexity of more extensive systems. 

It’s designed for teams looking for an easy-to-use solution to improve their customer service and retain more satisfied customers.

List of Features 

  • Shared Inbox
  • Shopify or Stripe Integration
  • Facebook Integration
  • Assignments
  • Private Notes
  • Collision Detection
  • Rules Automation
  • Tags Organization
  • Instant Replies
  • Smart Folders
  • Centralized Dashboard for KPI Tracking
  • Team Analytics
  • Conversation Insights
  • Unlimited Reporting History
  • Mobile Apps for iOS and Android
  • Customer History View
  • Conversation Statuses (Open, Snoozed, Closed)
  • Private Comments
  • Self-Service Knowledge Base
  • SEO Settings for Knowledge Base Articles
  • Custom Domain for Knowledge Base
  • Open Graph Support
  • White Labelling
  • Unlimited Knowledge Bases Creation
  • Password Protection for Knowledge Base
  • IP Restrictions for Knowledge Base Access
  • Custom Scripts for Knowledge Base
  • Round-robin Conversation Routing
  • Max Conversation Handling
  • Unattended Messages Routing
  • Chat Transcripts
  • File Attachments in Chat
  • Message Reactions and Emoji Support
  • Live Chat Branding Removal
  • Live Chat Access Control

Top Features of Groove

Here are the top 3 features of Groove as a customer support software for SaaS.

1. Shared Inbox

Shared Inbox

Groove’s Shared Inbox consolidates all customer communications into one place, making it easier for your team to quickly manage and respond to customer inquiries. 

This ensures no message is overlooked and helps provide a unified response to customers.

2. Rules Automation

Rules Automation

Automate repetitive tasks with Groove’s rules feature, optimizing your workflow. 

By setting up automatic actions based on specific triggers, your team can focus more on solving complex issues and less on manual sorting and assigning of conversations.

3. Self-Service Knowledge Base
Self-Service Knowledge Base

Groove allows you to set up a comprehensive knowledge base that customers can access anytime, reducing the number of repetitive questions your team receives. 

This empowers customers to find answers on their own, enhancing their satisfaction while reducing your support volume.

Pros

  • Unified shared inbox for all customer communications
  • Automation rules to streamline workflows
  • Comprehensive self-service knowledge base
  • Easy integration with tools like Slack, Shopify, and Stripe
  • Real-time notifications and collision detection to prevent duplicate responses
  • Mobile apps available for on-the-go support

Cons

  • May lack advanced customization options for larger enterprises
  • Limited analytics features compared to some competitors
  • The learning curve for setting up complex automation

Pricing

  • Standard $4.80
  • Plus $9.60
  • Pro $15.60
  • Select $21.60

Average Rating

The average rating of Groove, according to customer reviews, is 4.6 out of 5.

average rating of Groove

Testimonials

Testimonials

Testimonials

Customer Support

  • Email support
  • Knowledge base with guides and tutorials
  • Online chat support (business hours)

Available App List

  • iOS mobile app
  • Android mobile app

Bottom Line

Groove offers a user-friendly customer support solution with essential tools for SaaS, perfect for small to medium-sized businesses. While it excels in simplicity and ease of use, larger enterprises or those needing advanced customization might find it limiting.

8. Helpdesk

Helpdesk

Helpdesk is a practical help desk and customer support software solution that offers a strong support ticket system, self-service knowledge base, and community forums. 

It helps convert various customer communication channels into tickets and organizes them, and it also provides smart rules for automating workflows.

Its intuitive interface allows for quick onboarding of support teams, enabling them to resolve issues faster. 

With a Helpdesk, SaaS businesses can offer personalized support experiences, track customer satisfaction continuously, and ultimately turn support interactions into opportunities for growth and improvement.

List of Features

  • AI Text Enhancements
  • Automation
  • Ticket Management
  • Team Collaboration
  • Analytics
  • Personalization
  • Communication
  • Multichannel Support
  • Ticket Summary
  • Multiple Email Templates
  • Canned Responses
  • Automation Templates
  • Bulk Actions
  • Statuses and Priorities
  • Tags and Custom Fields
  • Rich Text Message Area
  • Archive, Spam, and Trash Management
  • Ticket Assignment
  • Multidisciplinary Teams
  • Mentioning and Followers
  • Six Different Reports
  • Report Generation
  • Weekly Summary Reports
  • Feedback Request
  • Custom Domain and Reply Address
  • Personal and Shared Views
  • Relationship and Ticket History
  • Browser Notifications
  • Contact Forms
  • Integrations and API
  • Chatbots
  • Live Chats
  • Contact Widget
  • Social Media Channels

Top Features of HelpDesk

Here’s how HelpDesk can improve your customer service experience: 

1. Automation

HelpDesk’s automation frees up time by handling repetitive tasks automatically, such as sorting tickets and sending canned responses. 

This means your team can focus on more complex customer issues, boosting efficiency and ensuring quicker resolutions.

Automation

2. Multichannel Support

With HelpDesk, you can manage customer conversations across multiple channels, including email, social media, and live chat, all in one place. 

This ensures a smooth experience for both your team and your customers, making communication smoother and more efficient.

Multichannel Support

3. Analytics

The analytics feature provides detailed insights into your team’s performance and customer satisfaction. 

By understanding metrics like response times and ticket volumes, you can make informed decisions to improve your support services and better meet your customers’ needs.

Analytics

Pros 

  • AI text enhancements optimize communication.
  • Comprehensive automation features reduce manual workload.
  • Multichannel support consolidates communication platforms.
  • Analytics offer insights into performance and customer satisfaction.
  • Customizable email templates improve brand consistency.
  • Team collaboration tools improve internal communication.

Cons 

  • May require a learning curve to fully utilize all features.
  • Advanced features could be overwhelming for small teams.
  • Integration options might not cover all niche tools some businesses use.

Pricing

  • Team $29

Average Rating

The average rating of HelpDesk is 4.6 out of 5.

average rating of HelpDesk

Testimonials 

Testimonials Testimonials

Available App List

  • Web

Bottom Line

Helpdesk is a solid choice for SaaS businesses aiming to provide efficient and personalized customer support. While it covers all the essentials with ease, larger enterprises or those in need of more advanced customization may find its capabilities a bit limiting.

9. Totango

Totango

Totango is a customer support software built for SaaS businesses aiming to keep their customers happy and engaged. 

It lets you track customer interactions in real-time, giving you the insights you need to prevent issues before they happen. 

It’s not just a tool for solving problems; it’s also about making sure your customers are getting the most out of your product. 

With features that help you spot trends, send targeted communications, and automate responses, Totango is designed to make your customer support team more proactive and efficient. 

If you’re looking for a way to boost customer satisfaction and keep your support efforts sharp, Totango offers a comprehensive solution that’s easy to use and impactful.

List of Features

  • In-app experiences
  • Workflows
  • Multidimensional health score
  • Email campaigns
  • 360 customer view
  • Customer segmentation
  • Outcome Success Plans & Customer portal
  • Data privacy and security
  • Customer Health Score
  • Product Usage
  • Support Tickets
  • Tasks & Timeline
  • Custom Metrics
  • Automated Lifecycle Management & Playbooks
  • Customer Journey SuccessBLOCs
  • Customer Experience Canvas
  • SuccessPlays
  • Scorecards
  • Segments
  • Reporting & Analytics

Top Features of Totango

Here’s how Totango can improve your customer service experience.

1. Multidimensional Health Score

This feature combines various customer data points into a single score.

It helps you quickly understand how healthy and happy your customers are with your service. 

You can see who needs help or who’s likely to stick around, making it easier to prioritize your efforts.

Multidimensional Health Score

2. Automated Lifecycle Management & Playbooks

This automates how you manage customer relationships at different stages, from onboarding to renewal. 

Using predefined best practices ensures no customer falls through the cracks, making your team more efficient and your customers more satisfied.

Automated Lifecycle Management & Playbooks

3. Customer Segmentation

This allows you to group customers based on specific criteria like behavior, usage, or demographics. 

It’s great for customizing your support and marketing efforts to different segments, making sure that you’re always sending the right message to the right people, and improving engagement and satisfaction.

Customer Segmentation

Pros 

  • Comprehensive customer 360-view
  • Advanced segmentation and health scores
  • Customizable automated lifecycle management
  • Rich in features for customer engagement
  • Integrates well with other business tools

Cons 

  • Can be complex to set up
  • Steep learning curve for new users
  • Pricing may be high for small businesses

Pricing

  • Customizable pricing plans

Average Rating

Average Rating of Totango based on customer reviews is 4.4 ot of 5.

Average Rating of Totango

Testimonials

Testimonials Testimonials

Available App List

  • Web application
  • Mobile app (iOS and Android)
  • Desktop app (Windows and macOS)

Bottom Line

Totango offers SaaS businesses powerful tools to improve customer retention and uncover upsell opportunities through detailed analytics and automated workflows. While it requires a learning curve and might be an investment, the ability to deeply understand and proactively engage with customers makes it a valuable asset for growth-focused companies.

10. Support Hero

Support Hero

Support Hero is a customer support tool built for SaaS businesses wanting to solve customer issues quickly. 

It’s all about giving your users the right answers when they need them without making them wait. 

This platform keeps things simple: it helps you create an easy-to-search knowledge base so customers can find solutions on their own, and it gives your support team the tools they need to be super-efficient. 

In short, Support Hero is about helping you help your customers better and faster.

List of Features 

  • Self-service knowledge base
  • Interactive FAQs
  • Customer feedback collection
  • Search analytics
  • Multi-language support
  • Integration with CRM and support tickets
  • Content management and categorization
  • User guides and documentation creation
  • Performance metrics and reporting
  • Customizable help widget

Top Features of Support Hero

Here’s how Support Hero can improve your customer service experience.

1. Self-service knowledge base

Support Hero lets you build a library of answers and solutions that your customers can access anytime. 

It’s like having a 24/7 helper for your users, allowing them to solve their problems without waiting for a reply from support staff.

Self-service knowledge base

2. Intelligent search analytics

This feature shows you what your customers are searching for and whether they’re finding the right answers. 

It’s a smart way to spot gaps in your support content and understand exactly what your users need help with, helping you improve your knowledge base over time.

Intelligent search analytics

3. Integrated ticketing system

Support Hero includes a system for tracking and managing customer support requests. 

If your customers can’t find answers in the knowledge base, they can easily ask for help. 

This system keeps all your support tasks organized and makes sure no customer query goes unanswered.

Integrated ticketing system

Pros 

  • Easy-to-navigate knowledge base
  • Advanced search analytics
  • Reduces support tickets with self-help options

Cons 

  • Limited customization options
  • May require additional training for full-feature use
  • Integration with certain tools can be complex

Pricing

  • Small plan $49/month
  • Medium plan $99/month
  • Large plan $199/month
  • Enterprise plan – customizable 

Average Rating

The average rating of Support Hero based on customer reviews is 4.4 out of 5.

average rating of Support Hero

Testimonials

Testimonials

Testimonials

Available App List

  • Desktop app (Windows and macOS)
  • Mobile app (iOS and Android)
  • Web app

Bottom Line

Support Hero is a solid choice for SaaS companies looking to empower customers with self-help options and reduce ticket loads. Its intuitive knowledge base and analytics offer real value. The main drawbacks are its limited customization and potential integration hiccups. Yet, for automated customer support, it’s a strong contender.

Table of Comparison 

FeatureRefinerJustCallHelp ScoutCloudTalkAkitaZoho DeskGrooveHelpdeskTotangoSupport Hero
Customizable Surveys
In-App Feedback
Real-Time Analytics
AI-Powered Insights
CRM Integration
Customer Health Score

        Best of Best

1. Refiner

Refiner is top-notch for getting feedback right inside your app. You set up quickly, no headache. It makes asking customers what they think super easy. Perfect for making your product better because you know exactly what your users want

2. JustCall

JustCall is a champ for handling calls and messages all in one place. If talking directly to your customers fast is what you need, this is your go-to. It’s simple, does the job without fuss, and makes sure no customer waits too long.

3. HelpScout

Help Scout helps keep things simple yet effective for customer support. Shared inboxes, knowledge bases, and live chats without making your head spin. It’s all about quick, personal replies to keep your users happy.

Conclusion

Selecting the best customer support software for SaaS is important for improving customer experience and operational efficiency. 

Our review highlights 10 customer support software for SaaS, each offering unique features like AI automation, omnichannel support, and real-time analytics designed for different SaaS business needs. 

Whether you’re a startup or an established enterprise, these platforms provide the tools necessary for exceptional customer service, ensuring your choice aligns with your specific requirements for scalability, integration, and customization.

Frequently Asked Questions

1. What is customer support software, and why do SaaS companies need it?

Customer support software helps businesses manage and respond to user inquiries and feedback efficiently. For SaaS companies, it’s key to retain customers, improve products, and ensure satisfaction by addressing issues promptly.

2. How does customer support software improve user experience?

It automates communication between users and the company, provides quick solutions to problems, and collects feedback to improve the product, leading to a better overall user experience.

3. Can small SaaS startups benefit from customer support software?

Absolutely. Even small startups can improve response times, manage inquiries more effectively, and improve customer satisfaction with the right support software, which can be key for growth.

4. What features should I look for in customer support software?

Look for features like multichannel support, customizable responses, automation tools, integration capabilities with other tools, analytics, and self-service options to provide comprehensive support.

5. How does AI-powered customer support software make a difference?

AI can analyze customer interactions to provide insights, automate responses, and personalize support, making the support process more efficient and effective.

6. Is it possible to integrate customer support software with other business tools?

Yes, many customer support software options offer integration with CRM systems, email platforms, social media, and other business tools to centralize information and automate workflows.

7. What’s the best way to choose the right customer support software for my SaaS company?

Identify your specific needs, consider your budget, evaluate the software’s features, check for integration capabilities with your current tools, and read reviews from other SaaS businesses to make an informed decision.

 

    As the Founder of Stratigia, Abbas Sarfraz has helped hundreds of Software-as-a-Service (SaaS) companies acquire and retain customers. With hands-on experience in marketing and sales, business and product strategy, and operations for early stage SaaS companies, Abbas has perfected the art of successful SaaS Startups Launch and Growth.