Best Customer Self-Service Software

Customer self-service software provides a platform for end users, prospects, or customers to access information and perform tasks without the need for live chat or customer support representatives. Companies utilize the tools to provide around-the-clock support for customers, visitors, and employees to access information. These products provide support in a variety of ways. Many come in the form of web portals where simple, commonly asked questions are answered in the form of an interactive FAQ. Others are more consumer based, allowing users to complete tasks like performing self-checkouts and retrieving product information. Others function over the phone to guide users through a purchase or support process. Many utilize live chat tools to interpret text and interact with AI platforms. Help desk software is geared toward providing similar assistance, but those require human or AI assistance from the provider’s end. Social customer service software can be confused with customer self-service products as well. Those tools, though, are meant to aggregate social data and respond directly to users needing assistance via social media platforms.

To qualify for inclusion in the Customer Self-Service category, a product must:

  • Provide information to users without human interaction
  • Assist end users in completing common tasks
  • Provide 24-hour support to end-users seeking assistance
  • Organize and distribute information for commonly asked questions

Customer Self-Service Software Grid® Overview

The best Customer Self-Service Software products are determined by customer satisfaction (based on user reviews) and scale (based on market share, vendor size, and social impact) and placed into four categories on the Grid®:
G2 Crowd Grid® for Customer Self-Service
Leaders
High Performers
Contenders
Niche
Inbenta
Mindtouch
Oracle service cloud formerly rightnow
Zendesk support
Freshdesk
Kayako
Teamsupport
Happyfox
Desk com
Zoho desk
Track it
Groovehq groove
Help scout
Knowledgeowl
Easyvista
Helpshift
Liveagent
Jira service desk
Salesforce service cloud
Whatfix
Snapengage
Livehelpnow
Answerdash
Aspect cxp pro
Solvvy
Market Presence
Satisfaction
Linked in no background

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

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    Kate from G2 Crowd

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