The future of customer service is here: Why modern service software is essential
Customers are the lifeblood of any business – so for most companies, attracting and retaining satisfied customers is a top priority. Customer satisfaction often determines success or failure and influences whether you are recommended to others and win new customers.
Whether it’s a simple purchase advice, technical support, CRM consulting or services and products – customer support plays a central role here. While smaller companies can often get by with a hotline and a well-organised Excel spreadsheet, larger companies quickly reach their limits when it comes to communication. This is exactly where customer service software comes into play.
The right customer support software can help companies of all sizes to strengthen customer relationships, acquire new customers and effectively support existing customers. In this article, we will show you what makes a good customer service software and how to find the optimal solution for your company.
Quick Fact: According to recent studies, 96% of customers consider excellent customer service to be decisive for their brand choice and loyalty. Companies that invest in this area can therefore significantly increase their customer loyalty and sales. (German source)
What is Customer Service Software?
Customer service software, also known as customer support software, is indispensable for optimising customer service and customer relationships in the course of digital transformation. It helps to support existing customers with their enquiries and also accompanies potential new customers throughout their entire purchasing process, the customer journey.
With the right customer service software, you have access to important customer data and business intelligence, allowing you to respond efficiently to customer needs. Advanced tools also offer AI functions that automatically resolve standard queries and optimise processes.
What do support tools need today?
The demands on modern customer service have changed dramatically. In the past, a telephone number and an e-mail address were enough – today, customers expect
- Immediate reactions
- Personalised solutions
- Seamless omnichannel experiences
- Self-service options
- Proactive support
The most important types of customer service software
From providers such as Zendesk, Freshdesk and Intercom to Jira and Userlike, there are numerous solutions on the market. These can be divided into four main categories:
- Helpdesk software: Effective management of customer support requests. Tickets can be created, prioritised and tracked to ensure that no issue goes unattended.
- Live chat software: Direct communication in real time. Ideal for providing customers with fast and personalised support.
- Customer self-service software: Enables customers to resolve issues independently by accessing knowledge bases and FAQs.
- Social customer service software: Responds to customer enquiries via social media platforms and provides support wherever customers are.
Some tools specialise in certain functions, such as messaging services or telephone support. Omnichannel solutions such as Zendesk, on the other hand, offer an all-in-one solution for all aspects of customer service.
Advantages of customer service software
Customer service software offers numerous advantages:
- Omnichannel integration: All communication channels on one platform.
- Increased efficiency: automation takes over routine tasks.
- Data analysis: Measurement and optimisation of service quality using comprehensive tools.
- Flexibility: Scalability to support company growth.
- Cost reduction: Reduction of complexity and manual processes.
Customer service software 2025 at a glance
Zendesk: The Enterprise Leader
Zendesk is a comprehensive omnichannel solution with communication channels such as chat, email, WhatsApp and telephone. Functions such as AI-supported automation, chatbots and a knowledge database make Zendesk the top choice. The “Agent Workspace” offers support teams a standardised customer overview.
Prices for Zendesk start at €55 per month for basic support features, with advanced features such as the Zendesk knowledge base and further customisation options available at higher rates. We would be happy to help you set up a customised solution as part of a Zendesk consultation.
- Strengths: Flexibility, GDPR compliance, extensive functions.
- Weaknesses: Cost-intensive for small companies.
Core properties
- Fully integrated omnichannel solution
- AI-supported automation with adaptive learning
- Predictive analytics for proactive service
- Enterprise-grade security and compliance
- Extensive API and integration options
Price model 2025
- Suite Team: 55€/agent/month
- Suite Growth: 89€/agent/month
- Suite Professional: 115€/agent/month
- Enterprise: Individual
Ideal target group
- Medium-sized to large companies
- International organisations
- Companies with complex service structures
Freshdesk: The flexible alternative
Freshdesk is a versatile customer service software that helps companies efficiently manage customer requests and optimise support across multiple channels.
- Strengths: Versatility, easy automation
- Weaknesses: Higher entry costs
Core properties
- Intuitive user interface
- Automation options
- Integrated telephony
- Field service management
- Neo AI assistant
Price model 2025
- Growth: 15€/agent/month
- Pro: ab 49€/agent/month
- Enterprise: 79€/agent/month
Ideal target group
- Small to medium-sized companies
- Start-ups with growth ambitions
- Service teams with a focus on agility
Intercom: The Conversational Champion
Intercom is a customer support solution that utilises automation and messaging to provide an enhanced experience for both customers and internal teams. Intercom Messenger acts as a reinforcement to existing support tools by generating tickets across multiple channels, including messenger and email.
The messenger offers both live chat support and self-service options, allowing customers to find answers at their own pace. Intercom also includes a resolution bot that provides automated support, such as answering frequently asked questions or accessing help centre articles.
- Strengths: Ominichannel management, automation options, analysis tools, knowledge base
- Weaknesses: May be a larger investment for smaller companies, may require a training period to fully utilise all features.
Core properties
- Advanced chatbot technology
- Product tours and onboarding
- Proactive support functions
- Conversion-optimised messaging
- Revenue acceleration tools
Price model 2025
- Starter: 79€/month
- Professional: 139€/month
- Enterprise: individual
Ideal target group
- SaaS companies
- Digital-first businesses
- Product-led growth companies
Salesforce Service Cloud: the CRM integration
Salesforce Service Cloud is a customer service tool that organises customer interactions and data on a central platform. It supports communication channels such as chat, SMS, WhatsApp, calls, messaging and AI-supported chatbots. According to the company, its aim is to connect customer service, digital support and field service to ensure efficient customer support at any time and any place. The Salesforce Service Cloud offers four different price packages, from the low-cost Essentials package to the Enterprise version with additional functions.
- Strengths: Extensive functions, scalability
- Weaknesses: Higher costs
Core properties
- Advanced chatbot technology
- Product tours and onboarding
- Proactive support functions
- Conversion-optimised messaging
- Revenue acceleration tools
Price model 2025
- Starter: 25€/month
- Professional: 80€/month
- Enterprise: 165€/ month
Ideal target group
- SaaS companies
- Digital-first businesses
- Product-led growth companies
Selection criteria: The right software for your company
Before you decide on a customer service software, you should answer four essential questions:
1. How big is your support team? The choice of software should take into account the size of your team and their workflows.
2. Which channels do your customers use? The customer service software should support your customers’ preferred communication channels such as chat, email, phone or social media.
3. What budget is available? Good customer service software offers flexible pricing models that can be adapted to your financial framework.
4. Which systems need to be integrated? Seamless integration with existing CRM or collaboration tools is crucial for a smooth workflow.
Implementation: The road to success
Phase 1: Preparation
- Team analysis
- Process mapping
- Goal definition
Phase 2: Setup
- System configuration
- Data integration
- Test runs
Training & optimisation
- Employee training
- Performance monitoring
- continuous improvement
Why we think Zendesk is the best choice
Zendesk is one of the leading customer service software solutions and offers a number of key benefits:
- The software is suitable for companies of all sizes and integrates all important communication channels – from email and chat to telephone and social media.
- With entry-level prices starting at 55 euros per month and various price packages, Zendesk is also affordable for smaller companies.
- What particularly sets Zendesk apart: The software can be seamlessly integrated into existing systems and impresses with its intuitive user interface. This minimises training time and effort.
- Thanks to its extensive functions and expansion options, Zendesk offers excellent value for money despite its higher prices.
The smooth integration, reliable performance and user-friendly interface make Zendesk the ideal choice for companies looking to optimise their customer service. Comprehensive training resources support the efficient familiarisation of employees.
Our expertise
Leafworks is the leading specialist for Zendesk integrations in the DACH region. We help companies to optimally integrate their customer service software into their existing systems and automate workflows. We offer:
- Customised integrations: We customise Zendesk to your specific requirements, whether by connecting it to existing CRM, ERP or e-commerce systems.
- Process automation: Routine tasks are automated so your team can focus on more complex tasks.
- Scalable solutions: Our Zendesk optimisations grow with your business and adapt flexibly to changes.
Fast implementation: We ensure a smooth introduction of Zendesk.
Sustainable improvements: Our customisations increase both the efficiency of your team and the satisfaction of your customers.
Experienced advice: With our deep understanding of customer service solutions, we can help you get the most out of Zendesk.
Contact us to find out how we can improve your customer service with Zendesk.
Conclusion & outlook
Choosing the right customer service software can be crucial to the success of your company. With Freshdesk, Intercom, Salesforce Service Cloud and Zendesk, we’ve introduced you to some of the leading solutions on the market. Our experts at Leafworks have years of experience in operational customer service and have worked with a variety of tools and solutions before moving into consulting. We have first-hand knowledge of the pros and cons of different solutions and can assure you that Zendesk is an excellent choice for your organisation.
We realise that implementing new customer service software can be challenging, but Leafworks is here to make the process as smooth as possible. With our expertise and commitment to our customers’ success, we are the ideal partner to implement your customer service software.
We look forward to helping you take your customer service to the next level. Contact us now for a no-obligation consultation!