The right software for your customer service?
Are you looking for the best solution for helpdesk, live chat or omnichannel support? We compare the leading tools for 2026* and show you what really matters: prices, target groups, features – and our recommendations from over 900 real projects.
Find out which tool suits your requirements – we’d be happy to help you.
* Despite our thoroughness, we cannot guarantee that the information on this page is complete, accurate or fully applicable.
The 6 top tools in direct comparison (2026)
| Tool | Starting price | Ideal for | Omnichannel | AI features | Integrations | Automation | Reporting & Analytics | Scalability |
|---|---|---|---|---|---|---|---|---|
| Zendesk | from €55/agent/month | Mid-sized businesses & enterprise | Very good | Copilot, Agent Assist, summaries, routing | Very extensive (Marketplace) | Workflows, triggers, AI actions | Native analytics, Copilot insights | Very high (enterprise-ready) |
| HubSpot Service Hub | Free / from approx. €9 | SMBs to enterprise with CRM focus | Good | Ticket summaries, routing, knowledge assist | HubSpot ecosystem, marketplace, APIs | Ticket workflows, SLAs, feedback | Service dashboards, CSAT, insights | High (modular scalability) |
| Freshdesk (Freddy AI) | from $15/agent/month | SMBs, startups | Very good | Freddy AI (assist, routing, summaries) | APIs, CRM, Shopify, Slack, more | Auto-triage, bots, routing | Plan-dependent | Medium to high |
| Intercom (Fin) | from $29/month | SaaS, product-led growth | Good (messenger-first) | Fin bot, agent assist | Many apps & integrations | Bot flows, self-service | Conversation analytics | Medium |
| Salesforce Service Cloud | from $25/user/month | Enterprise, CRM-first | Very good | Einstein AI, agent assist | Salesforce ecosystem | Flows, automations | Enterprise analytics | Very high |
| Lime Connect (formerly Userlike) | from €90/month | SMBs, GDPR-focused | Very good (chat & messaging) | AI add-ons (copilot / agent) | CRM & helpdesk integrations, API | Chat flows, routing | Plan-dependent | Medium |
*Prices based on vendor information (as of Q1 2026), excluding VAT and possible add-ons. Billing and currency vary by provider.
What is Customer Service Software?
Good to know: In a 2025 customer experience survey by PwC, nearly a third of consumers (29%) said they had stopped using or buying a brand because of a poor customer experience, either online or in person. Source
Requirements for modern customer service tools
The requirements for modern customer service have changed significantly. In the past, a telephone number and an email address were sufficient – today, customers expect:
- immediate response options via chat, bot or messaging
- personalised responses through CRM integration and context scenarios
- seamless omnichannel experiences for customers and agents
- self-service functions such as help centres, FAQs or chatbots
- proactive communication, for example through automation
Types of customer service software
Helpdesk software
Centralised processing of support tickets, including prioritisation, escalation and SLA tracking.
Live chat tools
Direct contact in real time, often supplemented by co-browsing, file sharing or video.
Self-service platforms
Access to help documents, FAQs or guided tours – can also be used as a bot interface.
Social & messaging support
Customer service on WhatsApp, Facebook, Instagram, Telegram or in web chat.
Advantages of customer service software
- Omnichannel integration: All communication channels on one platform.
- Increased efficiency: Automations take over routine tasks.
- Data analysis: Measure and optimise service quality with comprehensive tools.
- Flexibility: Scalability to support business growth.
- Cost reduction: Reduction of complexity and manual processes.
Customer-Service-Software 2026: The providers in detail
Zendesk: The scalable all-rounder
Zendesk is a comprehensive omnichannel solution with chat, email, WhatsApp and telephone. AI-powered automation, chatbots and a knowledge base make Zendesk a strong choice. The “Agent Workspace” offers support teams a unified customer overview.
AI maturity in 2026: In practice, Zendesk AI is particularly strong when routing, macros, knowledge and ticket fields are well maintained – then Copilot functions, summaries and suggested next steps can often be used productively. Without a stable data and process basis, the effect remains noticeable but significantly smaller.
Prices for Zendesk start at £55 per month. Advanced features such as the Zendesk knowledge base and additional Zendesk AI features are included in higher price plans. We would be happy to assist you with a Zendesk consultation.
- Strengths: Flexibility, GDPR compliance, extensive features.
- Weaknesses: Cost-intensive for small businesses.
core properties
- Fully integrated omnichannel solution
- AI-powered automation with adaptive learning
- Predictive analytics
- Enterprise-grade security and compliance
- Extensive API and integration options
pricing model 2026
- Suite Team: from €55/agent/month
- Suite Growth: from €89/agent/month
- Suite Professional: from €115/agent/month
- Enterprise: Customised
target group
- Medium-sized to large companies
- International organisations
- Companies with complex service structures
HubSpot Service Hub – Customer service in a CRM context
HubSpot Service Hub is a customer service platform within the HubSpot CRM ecosystem. It combines ticketing, knowledge base, automation and customer feedback with a complete customer context from sales and marketing.
Unlike traditional helpdesk tools, HubSpot focuses less on isolated tickets and more on the end-to-end customer relationship. Support teams work directly on the same contact data, activities and histories as sales and marketing.
AI maturity in 2026: HubSpot primarily uses AI where it provides operational support: in ticket summaries, prioritisation, routing and knowledge articles. In practice, the added value is particularly high when service, sales and marketing data are consistently shared.
core properties
- Central ticket system in the CRM context
- Knowledge base & self-service portals
- Automated workflows & SLAs
- Customer feedback (CSAT, NPS)
- Close integration with sales & marketing data
pricing model 2026
- Starter: from approx. €9/user/month
- Professional: from approx. €90/user/month
- Enterprise: from approx. €150/user/month
target group
- Companies that want to map service, CRM and customer experience on a single platform
- Growth companies with HubSpot stack
- Teams that view support not as an isolated function, but as part of the customer journey
Which software is right for you?
Not sure which tool best fits your requirements? We help you save time with a free initial consultation with our experts.
Book an appointment
Freshdesk: The flexible all-rounder
- Strengths: Versatility, simple automation
- Weaknesses: Higher initial costs
core properties
- Intuitive user interface
- Automation options
- Integrated telephony
- Field service management
- Neo AI assistant
pricing model 2026
- Growth: from €15/agent/month
- Pro: from €49/agent/month
- Enterprise: from €79/agent/month
target group
- Small to medium-sized enterprises
- Start-ups with growth ambitions
- Service teams with a focus on agility
Intercom: The Conversational Specialist
- Strengths: Omnichannel management, automation options, analysis tools, knowledge base
- Weaknesses: Can represent a significant investment for smaller companies, may require a learning curve to fully utilise all functions.
core properties
- GPT-supported chatbot technology (e.g. ‘Fin’)
- In-app product tours & interactive onboarding flows
- Proactive user engagement via outbound messages & pop-ups
- Conversion-optimised messaging
- Tools for lead qualification & user activation
pricing model 2026
- Essential: from 29 $/month
- Advanced: from 99 $/month
- Expert: from 139 $/month
- Enterprise: individual prices
target group
- SaaS companies
- Digital-first businesses
- Product-led growth companies
Salesforce Service Cloud: CRM integration
- Strengths: Extensive functionality, scalability
- Weaknesses: Higher costs
core properties
- Generative AI with Einstein Agent & predictive case handling
- Guided onboarding
- Proactive service automation
- Omnichannel routing with automatic prioritisation
- Revenue focus through CRM integration
pricing model 2026
- Starter: from €25/month
- Professional: from €80/month
- Enterprise: from €165/month
target group
- SaaS companies
- Digital-first businesses
- Product-led growth companies
Lime Connect (formerly Userlike) – the data protection-compliant chat solution
Lime Connect (formerly Userlike) is a messaging platform based in Germany that focuses on website chat, messaging channels and data protection. It is particularly suitable for teams that place a clear emphasis on chat communication and rapid implementation.
AI maturity in 2026: AI is typically organised as an add-on (co-pilot/agent) – it is particularly productive where knowledge bases and standard responses are maintained and it is clear which issues can be automated. For many SMEs, this is a pragmatic way to incorporate AI into their support without completely changing tools.
Strengths: Data protection “Made in Germany”, intuitive interface, quick integration
Weaknesses: Limited AI functionalities, focus on chat instead of omnichannel
core properties
- GDPR-compliant website chat including hosting in Germany
- Messaging integration (WhatsApp, Messenger, etc.)
- Chatbot framework with response modules
- CRM & helpdesk integrations
- Chat analytics, export, roles & permissions
pricing model 2026
- Team: approx. €90/month per package (including 4 operators)
- Corporate & Flex: individually tailored to user and API requirements
target group
- SMEs and e-commerce companies with a strong focus on data protection
- Companies that want to combine GDPR compliance with fast chat support
Selection criteria: How to make the right decision
Before choosing customer service software, you should answer four key questions:
- How large is your support team? The choice of software should take into account your team size and associated workflows.
- Which channels do your customers use? The customer service software should support your customers’ preferred communication channels, such as chat, email, telephone or social media.
- What is your available budget? Good customer service software offers flexible pricing models that can be adapted to your financial circumstances.
- Which systems need to be integrated? Seamless integration with existing CRM or collaboration tools is crucial for a smooth workflow.
Implementation: The path to success
Phase 1: Preparation
- Team analysis
- Process mapping
- Goal definition
Phase 2: Setup
- System configuration
- Data integration
- Test runs
Training & Optimisation
- Staff training
- Performance monitoring
- Continuous improvement
Why we often rely on Zendesk
It’s not just because of the dashing Zorro Z that we consider Zendesk to be the best choice when it comes to customer service software; we are also convinced by other important core advantages:
- The software is suitable for companies of all sizes and integrates all important communication channels – from email and chat to telephone and social media.
- What makes Zendesk particularly special is that the software can be seamlessly integrated into existing systems and features an intuitive user interface. This minimises training time and effort.
- Thanks to its extensive features and extension options, Zendesk offers excellent value for money – whatever you need, we can make it happen with Zendesk.
The seamless integration, reliable performance and user-friendly interface make Zendesk, especially in combination with a strong implementation partner, the ideal choice for companies looking to optimise their customer service. Comprehensive training resources support the efficient training of employees.
Which software is right for you?
Not sure which tool best fits your requirements? We help you save time with a free initial consultation with our experts.
Book an appointment
Our expertise
Leafworks is the leading specialist for Zendesk integrations and customer experience in the DACH region. We help companies optimally integrate their customer service software into their existing systems and automate workflows. We offer:
- Customised integrations: We adapt Zendesk to your specific requirements – for example, by connecting it to existing CRM, ERP or e-commerce systems.
- Process automation: Routine tasks are automated so that your team can focus on more complex tasks.
- Scalable solutions: Our Zendesk optimisations grow with your business and adapt flexibly to changes.
- Strong implementation on an equal footing – we’ll leave the rest of the praise to our customers.
Conclusion & Outlook
In 2026, choosing the right customer service software will depend more than ever on context and objectives. Modern tools consistently offer AI functions, automation and omnichannel support – the difference no longer lies in the feature catalogue, but in scalability, integrability and suitability for everyday use.
We have compared some of the most relevant solutions on the market, including Freshdesk, Intercom, Salesforce Service Cloud, HubSpot Service Hub, Lime Connect and Zendesk. HubSpot Service Hub, for example, is particularly impressive when customer service needs to be closely integrated with CRM, sales and marketing processes.
Nevertheless, our clear recommendation remains Zendesk.
For companies with complex support structures, multiple channels, high ticket volumes and clear service processes, Zendesk 2026 offers the greatest maturity, flexibility and long-term scalability – especially when combined with an experienced implementation partner.
Leafworks has been supporting companies for many years in the selection, implementation and optimisation of customer service software. We know the strengths and limitations of the tools from real-world projects – and we help you find the solution that not only sounds good, but also works in everyday life.
FAQ – Customer Service Software (2026)
What is Customer Service Software?
Customer service software supports companies in maintaining professional customer contact – for example, via chat, email, telephone or social media. It helps to manage support requests, automate workflows and measurably improve service quality.
Which customer service software is the best?
That depends on your requirements. Zendesk is suitable for complex service structures, Freshdesk for start-ups, Intercom for product-centric teams, Salesforce for CRM-first companies, and Userlike for data protection-conscious SMEs.
How much does good customer service software cost?
Prices start at around €15 per agent per month (Freshdesk). For comprehensive solutions with AI and omnichannel features (e.g. Zendesk, Salesforce), you should expect to pay between €55 and €165.
What is the difference between helpdesk software and live chat software?
Helpdesk software manages structured support tickets, e.g. via email or portals. Live chat software offers real-time communication on the website or via messenger – often supplemented by chatbots.
Why is GDPR compliance important for customer service software?
If you work with personal data, data protection is mandatory. Tools such as Userlike or Zendesk offer special features for EU compliance, such as hosting in Europe, deletion policies and access control.
Which channels should my software support?
That depends on your customers. Omnichannel solutions bundle chat, email, WhatsApp, telephone and social media in one interface – ideal for support teams with a high volume of enquiries.
How long does it take to implement customer service software?
The time required varies depending on complexity and provider. With a specialised partner such as Leafworks, an initial productive solution can be up and running in just a few days – including setup, training and automation.
