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Best Customer Support Software with a Mobile App 2025

Written by Paddy Stobbs

Co-Founder & CEO

Edited by Steph Leung

Product & Operations Lead

Updated onApr 11, 2025

Customer support teams need to respond quickly to customer inquiries across multiple channels.

With the rise of remote work, a mobile app to manage support tickets, track issues, and collaborate with team members is crucial for resolving customer issues efficiently. Various customer support software with mobile apps can help teams stay connected and provide timely support for use cases like field service management, helpdesk operations, and customer success management.

Best Customer Support tools for different use cases

For e-commerce businesses:

Gorgias product logo

Gorgias

Stackfix Rating:

6.0 / 10

Gorgias is a customer support solution for ecommerce businesses, and it received a 10/10 in our testing for its Shopify integration. The software is built for online retailers and integrates deeply with major ecommerce platforms, allowing support agents to view order history, process returns, and manage customer data without switching between systems. Its mobile app lets team members respond to support tickets on the go, maintaining customer service even outside office hours.

Beyond its ecommerce focus, Gorgias offers omnichannel support across email, live chat, phone, SMS, and social channels including Instagram and WhatsApp. Its analytics suite scored an 8/10, offering detailed insights into agent performance, ticket metrics, and channel effectiveness. We found the interface somewhat clunky despite its powerful rules-based routing system, and its basic chatbot functionality is behind competitors. For ecommerce businesses prioritizing seamless order management within their support workflow, Gorgias remains a strong option in 2025.

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For AI-driven support:

Ada product logo

Ada

Stackfix Rating:

4.4 / 10

When it comes to AI-powered customer support, Ada is a specialized solution that scored a 9/10 for its AI chatbot capabilities in our testing. Unlike traditional helpdesk software, Ada functions as a configurable AI agent that serves as the first line of defense before human intervention is needed. Its mobile SDK enables businesses to embed this AI support directly into their mobile apps, making it suitable for companies seeking to provide 24/7 intelligent assistance across multiple channels including email, WhatsApp, Twitter, and SMS.

Ada’s deep AI customization is a key feature - businesses can fine-tune everything from response tone to knowledge guardrails, ensuring the AI stays focused on company information. We were impressed by Ada's ability to handle complex user requests autonomously, such as product returns, without human intervention. While Ada isn't a standalone solution (you’ll need to integrate it with traditional helpdesk platforms like Zendesk for human agent handoffs), it excels at AI containment - keeping resolution within the AI system rather than escalating to human support. For companies with high support volume looking to use AI for mobile support, Ada delivers specialized performance.

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For small businesses:

Crisp product logo

Crisp

Stackfix Rating:

6.9 / 10

Crisp is a good solution for small businesses that need strong mobile support in 2025. Its comprehensive mobile app for responding on the go and a full-featured Mobile SDK for embedding customer support in your own apps help small teams provide responsive support from anywhere. Our testing showed its live chat functionality was particularly good, scoring 8/10 with features like co-browsing and live translation that are often found only in enterprise solutions.

Crisp’s balance of functionality and simplicity is helpful for small businesses. The platform offers a wide range of omnichannel support options (email, SMS, WhatsApp, social media) without being overly complex, earning a 7/10 for ease of setup. Small businesses will appreciate the many integration options with tools they likely already use—including Shopify, Stripe, and HubSpot—plus Zapier connectivity for many extensions. While the interface feels somewhat dated and native AI chatbot capabilities require third-party integration, these limitations are minor compared to the value Crisp delivers at a price point that remains accessible for growing companies.

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For businesses seeking customization:

Intercom product logo

Intercom

Stackfix Rating:

7.9 / 10

Intercom is a leading choice for businesses needing deep customization capabilities in their customer support software. With a customizability rating of 9/10, it offers flexibility in both user-facing elements and back-end workflows. The platform’s custom objects feature allows companies to create tailored data structures and track specific customer events, enabling personalized support experiences. This extends to its mobile app functionality, where the Mobile SDK allows businesses to embed customized support features directly into their mobile applications.

Intercom excels in its adaptable customer engagement tools. Its AI chatbot "Fin" (scored 8/10) can be trained to respond in a brand’s voice, while its live chat functionality delivers an experience with extensive customization options. Beyond appearance, Intercom enables businesses to create automated workflows with logical branching paths and integration-powered actions. One limitation is the moderate learning curve that comes with extensive customization options, but for businesses that prioritize a tailored support experience across web and mobile platforms, Intercom delivers capabilities few competitors match.

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For businesses with high ticket volumes:

Zendesk for Service product logo

Zendesk for Service

Stackfix Rating:

5.5 / 10

When dealing with high ticket volumes, Zendesk for Service performs better than competitors with its ticket routing capabilities and automation tools. Our testing showed its omni-channel routing system manages tickets from email, chat, phone, and social media using unified rules and routes based on agent skills. The platform’s AI capabilities, including AI-powered chatbots and context suggestion , help reduce routine inquiries and allow agents to handle complex issues efficiently across all channels.

While Zendesk’s interface is difficult to learn (ease of use rated just 2/10), this complexity provides unmatched customization (10/10) that high-volume support teams need. The adaptable workspace allows managers to optimize agent efficiency with features like a “play button” for rapid ticket progression, keyboard shortcuts, and multi-tabbed ticket handling. The mobile app ensures teams can respond to urgent matters anytime, making it ideal for businesses that require 24/7 support capacity. Despite weak customer support from Zendesk itself, organizations with high ticket volumes will find that the platform’s functionality and scalability outweigh these limitations.

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PS

Meet your expert: Paddy Stobbs

Stackfix Co-Founder & CEO

I've spent over a decade deep in the world of business software - personally managing more than $2M in purchases across companies I've built and led. From intimate 10-person teams to organizations of 150+, I've developed a particular obsession with Sales and HR tools – testing, implementing, and scaling them at every stage of growth. My journey started at Cambridge University, led me through Google, and most recently culminated in selling my previous venture to TikTok. Now, I'm channeling all of that hands-on experience into helping others navigate the complex landscape of business software.

Gorgias logo

Gorgias

Ada logo

Ada

Crisp logo

Crisp

Intercom logo

Intercom

Zendesk for Service logo

Zendesk for Service

Our rating
Functionality
7

Functionality

7/10

<p>As a product tailored to e-commerce brands, Gorgias offers a fairly robust range of features. It offer support for all the channels you'd expect including email, live chat, phone, text and socials. Additionally, you'll also find a decent help centre offering and AI agent functionality provided natively too. Though Gorgias does not excel in any one particular area, we did find each feature to be relatively well executed.</p>
3

Functionality

3/10

<p>Ada’s positioning as an AI agent for customer support does mean that its overall feature set as a stand-alone customer support platform is lacking. Though Ada’s AI agent acts as a strong and easy to configure first line of defence, you’ll still need to manage handoffs to real agents elsewhere (which often means paying separately for other helpdesk platforms such as Zendesk). Additionally, you’ll find other common features, such as the ability to build your own help centre/knowledge base, missing in Ada. It’s something which you’re expected to build elsewhere, and provide as a source of training material into Ada.&nbsp;</p>
8

Functionality

8/10

<p>Founded in 2015, it’s not surprising that Crisp offers a mature, well-rounded and complete feature set as a customer support tool. We found all the basics features to be present such as a strong live chat offering, a deeply customisable help centre and very complete omni-channel support. We also appreciated some less common, but nevertheless powerful touches such as the ability to ‘co-browse’ with a customer via live chat to enable an agent to troubleshoot customer issues right on their screen.</p>
9

Functionality

9/10

<p>Intercom provides most of the essential support functionality needed by SMBs, covering a wide range of communication channels (excluding Twitter, Slack, and Discord) and offering industry-leading live chat capabilities. It also includes advanced AI, automation, and reporting features. However, some features that larger teams may find valuable, such as approval workflows, community forum management, and advanced telephony capabilities (e.g., group routing and overflow handling), are not currently supported.</p>
10

Functionality

10/10

<p>Zendesk packs all the essential support tools most SMBs—and even enterprises—could ask for. It stands out with the most comprehensive range of support channels in our curation, making it easy to manage seamless cross-channel communication with customers within a single ticket. Plus, its advanced automation, AI capabilities, and robust reporting features are hard to beat.</p><p>In our experience, Zendesk tends to be the go-to platform for companies looking to level up their customer support as they grow.</p>
Ease of Use
5

Ease of Use

5/10

<p>Though individual screens were generally well presented, we did find the sheer breadth of features slightly overwhelming at times. Gorgias' sidebar navigation system is non-standard which initially made it hard to navigate between core features swiftly (like between inboxes and analytics pages).</p>
3

Ease of Use

3/10

<p>Given its AI-centric focus, we found Ada to be relatively easy to use on initial set up. It would take an average SMB employee a few hours to be complete the initial configuration and create a functional AI chatbot. However, when progressing to more advanced features, such as setting up processes for an AI agent to execute, we found Ada to be filled with unclear terminology and often confusing UI. Whilst this may be a byproduct of the relative novelty of configuring AI chatbots, we find Ada unintuitive to use if you’re looking to get the most out of the platform.</p>
6

Ease of Use

6/10

<p>Due to its rich functionality and customisability, we found Crisp to have a moderate learning curve but is generally straight-forward and intuitive to use. An average SMB employee can become proficient with the platform after 1-2 days and some guidance. The interface is simple, making daily use straightforward for most team members.&nbsp;</p>
7

Ease of Use

7/10

<p>Due to its rich functionality and customisability, Intercom has a moderate learning curve but is generally user-friendly. An average SMB employee can become proficient with the platform after 1-2 days and some guidance.</p><p>The interface is intuitive, making daily use straightforward for most team members.&nbsp;</p>
2

Ease of Use

2/10

<p>Zendesk has one of the steepest learning curves we’ve seen. The interface can feel overwhelming, with settings spread out across different areas like Zendesk Chat and the Admin Center. If you don’t have an admin with prior experience configuring and managing Zendesk, getting up to speed can quickly become frustrating.</p>
Look and feel
6

Look and feel

6/10

<p>Overall, we found Gorgias to be relatively well designed and intuitive to use. Most interfaces were modern and fast to load (load times &lt; 2 seconds). However, some interfaces did lack refinement or were hidden away in settings - for example, creating chatbots with the same interface used to generate other rules/workflows in the product presented some challenges - a simple drag and drop interface would have been preferable here.</p>
5

Look and feel

5/10

<p>We find Ada’s high-level navigation to be modern and&nbsp;easy to use. However, chatbot configuration interfaces were often confusing and unclear with a less modern, dated feel to them. Additionally, whilst the web app was generally fast, some pages take 2-3 seconds to load.</p>
5

Look and feel

5/10

<p>Though we found its web app and live chat offerings to be fast, responsive and easy to use - Crisp’s web app and customer facing widgets/help centres felt a little bit dated from a design perspective. If you’re looking for a more modern design aesthetic, both from an agent and customer facing perspective, you’re better off looking elsewhere.</p>
7

Look and feel

7/10

<p>We find Intercom's interface modern, sleek, with just the right touch of colour. However, page load times can be a bit slow, sometimes taking 2-3 seconds.</p>
4

Look and feel

4/10

<p>From both an agent and admin perspective, Zendesk’s interface feels plain, and some pages can come across as cluttered and overwhelming. But on the bright side, page load times are quick.</p>
Customisability
6

Customisability

6/10

<p>At present, Gorgias offers a fairly standard set of customization options for both internal and external interfaces. For its live chat widget and help centre, you can customize the usual elements including logos, colours and titles. For internal facing screens we appreciated the ease of saving custom views or adding custom tags to tickets to suit your specific business needs.</p>
7

Customisability

7/10

<p>At present, Ada’s primary customer facing feature is its AI chatbot. Within which you can configure basic elements such as logos, buttons and colours. However, there are additional layers of customisation available in terms of the tone, greetings and responses of the chatbot itself. These are deeply customisable and offer businesses a way to set their chatbots apart from the typical responses you’d expect from first time interactions with non-AI chatbots from competitor platforms.</p>
7

Customisability

7/10

<p>Crisp offers a huge amount of options when it comes to customisability of just about everything - help centres, live chat widgets and analytics dashboards. Almost every element of customer facing widgets and sites can be customised - including the basics you’d expect such as logos, colours and header/welcome messages. It’s internally facing features are also fairly customisable - for example, you can create custom analytics dashboards to help you find the metrics you care about most more easily on the fly.&nbsp;</p>
9

Customisability

9/10

<p>Intercom is one of the most customisable Customer Support we've come across. User-facing elements (e.g. live chat, help centre) allow for deep customisation in appearance and layout.</p><p>Intercom also allows you to create custom data objects and track custom events about your customers to create highly personalised proactive messages and workflows.</p>
10

Customisability

10/10

<p>Zendesk offers a high level of customization for both internal and external pages. Externally, you can deeply customize the style and layout of your Help Center (supporting over 40 languages), even using custom code to make it uniquely yours. Internally, the agent workspace is also highly flexible—you can tailor the layout and how information is displayed, with dynamic updates based on the content of each ticket.</p>
Ease of Setup
7

Ease of Setup

7/10

<p><span style="color: rgb(0, 0, 0);">Gorgias offers a simple self-serve free trial for their platform. We found the initial setup to be simple, taking less than 30 minutes. Setting up your first channels is also a simple process - for example connecting your email can be done with just a couple clicks instead of needing to set up email forwarding manually.&nbsp;However, some features do require some up-front investment to get the most out of such as their AI agents feature as well as any ticket-routing automations you might want.</span></p>
4

Ease of Setup

4/10

<p>It's clear that though Ada does provide a self-serve free trial, that the product is designed to be experienced via a demo call. As such, we found the initial setup to be a little confusing, taking around 15 minutes or so. However, given its AI focus, we did appreciate the ease of certain features, for example, adding base knowledge is just a matter of pasting in links and Ada will parse and extract the relevant information.</p><p>To really get the most out of the platform, users will need to spend some time on configuring everything from tone to greetings of the chatbot - as such, full customization can take a week to put together.</p>
7

Ease of Setup

7/10

<p>Crisp offers a simple self-serve free trial for their platform. We found the initial setup to be very simple, taking less than 10 minutes. Setting up your first channels is also a simple process - live widgets involve pasting a simple script into your website and email integrations can be achieved in just a few clicks. However, when it comes to deeper customization, Crisp's sheer breadth of features means that you can spend a number of days tweaking appearances of widgets and setting up help centres.</p>
7

Ease of Setup

7/10

<p>Intercom offers a simple, self-service free trial for their platform. Initial setup is relatively simple, taking less than 10 minutes to complete. Connecting your initial channels is fairly simple too with simple scripts for live widget integrations and easy email connection options. However, when it comes to deeper customization, there are a number of rabbit holes within which you could spend days e.g. setting up FinAI or customizing help centre appearances. </p>
3

Ease of Setup

3/10

<p>We found Zendesk's onboarding process to be clunky and a bit overwhelming. Configuring even a basic setup can take over 30 minutes, largely because the interface feels disjointed, with settings scattered in different places. Connecting your first channels can be especially frustrating—for instance, linking external emails requires manual configuration unless you’re using Gmail. And because the platform is so customizable, it’s easy to spend an entire week fine-tuning everything to fully unlock its potential.</p>
Customer Support
4

Customer Support

4/10

<p>You can contact Gorgias' support agents via a live chat widget in their web app. When tested, you initially have to get through an AI agent which we found to be relatively helpful, however, unable to answer more complex queries. Real agents took an average of an hour to respond and though helpful, often seemed biased to wanting to book demo/sales calls if questions around pricing were asked.</p>
7

Customer Support

7/10

<p>You can get support for Ada in two ways. The first, is via their own AI support agent. In testing we find it helpful for basic queries but ofte overy cautious in its responses and readily opts to hand off to a real agent. The second is via email - when tested, Ada's real agents were quick to reply (&lt; 2 hours), knowledgeable and helpful.</p>
10

Customer Support

10/10

<p><span style="color: rgb(0, 0, 0);">We found Crisps's customer support to be best in class. Whilst you can contact the team through a range of channels - the easiest remains via a live chat widget via their app/website. From our testing, we found it incredibly easy to get in touch with a real agent, often in under a minute, who'd be able to help troubleshoot even the most complex of issues.</span></p>
8

Customer Support

8/10

<p>Intercom provides in-app live chat with Fin AI and their support team. We’ve found that while Fin AI delivers helpful responses, and it's possible to connect with a human agent - although this can take up to 6 business hours which can be painfully long in our experience.</p>
2

Customer Support

2/10

<p>Multiple users we’ve spoken to have raised concerns about Zendesk’s customer support. A common frustration is the support team’s tendency to provide unhelpful responses, often redirecting users to irrelevant Help Center articles and requiring far too much back-and-forth. We also found navigating Zendesk’s Help Center to be a challenge—it’s missing the clear visuals and video guidance that other platforms do so well.</p>
Integratability
7

Integratability

7/10

<p>For their target customer segment, e-commerce brands, Gorgias offers a very comprehensive integrations store - providing integrations with all the major players like Shopify, BigCommerce etc. Additionally, we appreciated the fact that they also offer a mobile app with which you can handle tickets on the go more easily.</p>
5

Integratability

5/10

<p><span style="color: rgb(0, 0, 0);">When tested, Ada doesn't yet have an extensive set of integrations compared to other CS tools. That being said, the majority of key integrations for larger businesses such as with Salesforce, are present.</span></p><p><span style="color: rgb(0, 0, 0);">We notice that whilst it's older rules based product offering did support a much wider array of integrations, these have yet to be ported over to its AI agent product.</span></p>
7

Integratability

7/10

<p>Crisp has a deep and rich integrations ecosystem, which includes popular CRMs (HubSpot, Pipedrive, Salesforce), project management tools (JIRA, Trello), and email marketing platforms (Mailchimp). They also provide an API for custom integrations as well as a Zapier integration for even more extensibility.</p>
10

Integratability

10/10

<p>Intercom boasts a robust integrations ecosystem that includes popular CRMs like HubSpot and Pipedrive, project management tools such as JIRA, and email marketing platforms like Mailchimp. They also offer an API for custom integrations and are continually expanding their integration offerings, with the flexibility to develop new ones upon request.</p>
9

Integratability

9/10

<p>Zendesk boasts a massive ecosystem of pre-built integrations that cover most of the tools startups rely on. This includes popular CRMs like HubSpot, Pipedrive, and Salesforce, email marketing tools like Mailchimp, and project management platforms like Asana, Jira, and Trello. Beyond that, it offers an extensive marketplace for even more integrations, plus a robust API for building custom connections.</p>
Ease of Migration
5

Ease of Migration

5/10

<p>Users can export data on tickets and other analytics via a self-serve option directly within Gorgias' dashboards.</p>
5

Ease of Migration

5/10

<p>Whilst Ada does not offer a self-serve data export feature, it's data export API is rich and well documented and covers all the core areas of data you'd want and expect to export.</p>
5

Ease of Migration

5/10

<p>Crisp does offer users the ability to export customer profiles self-serve to a CSV. However this is limited to a maximum of 200,000 profiles. Beyond this, Crisp offers relatively little in terms of data export options. However, it is worth noting that there are plenty of other ways you can interact with data within Crisp via either its API or one of many third-party integrations (e.g. Zapier).</p>
8

Ease of Migration

8/10

<p>Users can export key data independently through self-serve options, while most other data can be accessed via API or provided upon request. Additionally, Intercom enables seamless data exports to relevant third-party vendors through pre-built integrations.</p>
8

Ease of Migration

8/10

<p>Zendesk allows you to self-serve export key data with ease. For most other data, exports are available either through the API or by making a request to their support team.</p>

Best for e-commerce businesses

Gorgias product logo
Gorgias

Stackfix Rating:

6.0 / 10

Visit website

Starting at

$10

Calculate your price
Updated onApr 11, 2025

Gorgias is a customer support solution for ecommerce businesses, and it received a 10/10 in our testing for its Shopify integration. The software is built for online retailers and integrates deeply with major ecommerce platforms, allowing support agents to view order history, process returns, and manage customer data without switching between systems. Its mobile app lets team members respond to support tickets on the go, maintaining customer service even outside office hours.

Beyond its ecommerce focus, Gorgias offers omnichannel support across email, live chat, phone, SMS, and social channels including Instagram and WhatsApp. Its analytics suite scored an 8/10, offering detailed insights into agent performance, ticket metrics, and channel effectiveness. We found the interface somewhat clunky despite its powerful rules-based routing system, and its basic chatbot functionality is behind competitors. For ecommerce businesses prioritizing seamless order management within their support workflow, Gorgias remains a strong option in 2025.

Want to know more? Get a full breakdown of Gorgias's features and pricing.

Pros

  • Best-in-class Shopify Integration

  • Solid Live Chat Implementation

  • Comprehensive Analytics Suite

  • Strong Integration Capabilities

  • Efficient Setup Process

Cons

  • Poor Customer Support Experience

  • Clunky Rules-Based Chatbot Interface

  • Mediocre Help Centre Functionality

  • Navigation and Usability Issues

  • Limited Data Export Capabilities

Compare all Customer Support toolsRead the full review

Best for AI-driven support

Ada product logo
Ada

Stackfix Rating:

4.4 / 10

Visit website

Updated onApr 11, 2025

When it comes to AI-powered customer support, Ada is a specialized solution that scored a 9/10 for its AI chatbot capabilities in our testing. Unlike traditional helpdesk software, Ada functions as a configurable AI agent that serves as the first line of defense before human intervention is needed. Its mobile SDK enables businesses to embed this AI support directly into their mobile apps, making it suitable for companies seeking to provide 24/7 intelligent assistance across multiple channels including email, WhatsApp, Twitter, and SMS.

Ada’s deep AI customization is a key feature - businesses can fine-tune everything from response tone to knowledge guardrails, ensuring the AI stays focused on company information. We were impressed by Ada's ability to handle complex user requests autonomously, such as product returns, without human intervention. While Ada isn't a standalone solution (you’ll need to integrate it with traditional helpdesk platforms like Zendesk for human agent handoffs), it excels at AI containment - keeping resolution within the AI system rather than escalating to human support. For companies with high support volume looking to use AI for mobile support, Ada delivers specialized performance.

Want to know more? Get a full breakdown of Ada's features and pricing.

Pros

  • Exceptional AI Chatbot Capabilities

Cons

  • Limited Core Customer Support Functionality

  • Confusing User Interface

  • Limited Integration Capabilities

  • Basic Data Export Functionality

  • Dated Interface Elements

Compare all Customer Support toolsRead the full review

Best for small businesses

Crisp product logo
Crisp

Stackfix Rating:

6.9 / 10

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Starting at

$0

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Updated onApr 11, 2025

Crisp is a good solution for small businesses that need strong mobile support in 2025. Its comprehensive mobile app for responding on the go and a full-featured Mobile SDK for embedding customer support in your own apps help small teams provide responsive support from anywhere. Our testing showed its live chat functionality was particularly good, scoring 8/10 with features like co-browsing and live translation that are often found only in enterprise solutions.

Crisp’s balance of functionality and simplicity is helpful for small businesses. The platform offers a wide range of omnichannel support options (email, SMS, WhatsApp, social media) without being overly complex, earning a 7/10 for ease of setup. Small businesses will appreciate the many integration options with tools they likely already use—including Shopify, Stripe, and HubSpot—plus Zapier connectivity for many extensions. While the interface feels somewhat dated and native AI chatbot capabilities require third-party integration, these limitations are minor compared to the value Crisp delivers at a price point that remains accessible for growing companies.

Want to know more? Get a full breakdown of Crisp's features and pricing.

Pros

  • Feature-rich live chat with innovative extras

  • Highly customizable help centre

  • Best-in-class customer support

  • Advanced ticket routing system

Cons

  • Dated User Interface Design

  • Missing some Advanced Reporting Metrics

  • Missing SLA Management

Compare all Customer Support toolsRead the full review

Best for businesses seeking customization

Intercom product logo
Intercom

Stackfix Rating:

7.9 / 10

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Starting at

$39

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Updated onApr 11, 2025

Intercom is a leading choice for businesses needing deep customization capabilities in their customer support software. With a customizability rating of 9/10, it offers flexibility in both user-facing elements and back-end workflows. The platform’s custom objects feature allows companies to create tailored data structures and track specific customer events, enabling personalized support experiences. This extends to its mobile app functionality, where the Mobile SDK allows businesses to embed customized support features directly into their mobile applications.

Intercom excels in its adaptable customer engagement tools. Its AI chatbot "Fin" (scored 8/10) can be trained to respond in a brand’s voice, while its live chat functionality delivers an experience with extensive customization options. Beyond appearance, Intercom enables businesses to create automated workflows with logical branching paths and integration-powered actions. One limitation is the moderate learning curve that comes with extensive customization options, but for businesses that prioritize a tailored support experience across web and mobile platforms, Intercom delivers capabilities few competitors match.

Want to know more? Get a full breakdown of Intercom's features and pricing.

Pros

  • Sophisticated analytics and reporting

  • Best-in-class live chat functionality

  • Powerful "Fin" chatbot and automation capabilities

  • Comprehensive integration ecosystem

  • Advanced customization options

Cons

  • Complex pricing that gets expensive

  • Limited AI Context Suggestions

  • No Kanban Board View

  • Limited Content Collaboration

  • No Community Forum Functionality

  • Limited Social Media Channel Support

Compare all Customer Support toolsRead the full review

Best for businesses with high ticket volumes

Zendesk for Service product logo
Zendesk for Service

Stackfix Rating:

5.5 / 10

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Starting at

$69

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Updated onApr 11, 2025

When dealing with high ticket volumes, Zendesk for Service performs better than competitors with its ticket routing capabilities and automation tools. Our testing showed its omni-channel routing system manages tickets from email, chat, phone, and social media using unified rules and routes based on agent skills. The platform’s AI capabilities, including AI-powered chatbots and context suggestion , help reduce routine inquiries and allow agents to handle complex issues efficiently across all channels.

While Zendesk’s interface is difficult to learn (ease of use rated just 2/10), this complexity provides unmatched customization (10/10) that high-volume support teams need. The adaptable workspace allows managers to optimize agent efficiency with features like a “play button” for rapid ticket progression, keyboard shortcuts, and multi-tabbed ticket handling. The mobile app ensures teams can respond to urgent matters anytime, making it ideal for businesses that require 24/7 support capacity. Despite weak customer support from Zendesk itself, organizations with high ticket volumes will find that the platform’s functionality and scalability outweigh these limitations.

Want to know more? Get a full breakdown of Zendesk for Service's features and pricing.

Pros

  • Richest Functionality Of All Customer Support Tools

  • Excellent Help Centre Functionality

  • Best-In-Class Telephony

  • Highly Customizable

  • Advanced Ticket Routing System

  • Strong Integration Capabilities

Cons

  • Steep Learning Curve

  • Expensive

  • Poor Customer Support Experience

  • Underwhelming Live Chat Experience

  • Uninspiring User Interface

Compare all Customer Support toolsRead the full review

How we test products

With countless Customer Support platforms available, we focus on identifying the best options for small and midsize businesses. Our evaluation process is built around real-world usage, prioritizing functionality, ease of use, and overall value. Here’s how we do it:

Functionality

Great customer support software should help businesses resolve issues quickly and efficiently. We start by identifying key use cases—ticket management, live chat, automation, and reporting—then test how well each platform delivers on these needs. Tools that offer essential features without unnecessary complexity score highest.

User Experience & Onboarding

Support teams need fast, intuitive tools. We test each platform’s interface by navigating core features without prior training and track onboarding time—from account setup to resolving a first ticket. Software that requires extensive setup or technical expertise loses points.

Automation & AI Capabilities

Automation can streamline customer support and reduce response times. We evaluate each platform’s automation features, such as chatbots, canned responses, workflow automation, and AI-driven ticket triaging. We prioritize tools that improve efficiency without adding unnecessary complexity.

Integrations & Compatibility

Customer Support software must work seamlessly with CRMs, knowledge bases, and communication tools. We test how well each platform integrates with essential business systems and assess whether native integrations or third-party connectors are required.

Pricing & Value

We compare pricing across competitors, analyzing what each plan includes and whether critical features are locked behind paywalls. Hidden costs—such as per-agent fees, add-ons for automation, or premium support tiers—are factored into our assessment. Platforms that offer strong core functionality at a fair price score highest.

Stackfix’s Fit Score

All of these factors contribute to Stackfix’s Fit Score, a proprietary ranking system that measures how well each Customer Support tool aligns with a buyer’s needs. It combines two key elements:

  • Requirements Met – How many buyer requirements the software fulfills
  • Stackfix Rating – Our expert assessment of the software’s overall quality, usability, and value

The result? A clear, data-driven recommendation that helps businesses choose the right Customer Support software—without hours of trial and error.

FAQs

What is Customer Support Software?

Customer support software helps teams manage tickets, live chat, and self-service. Consider ease of use, integrations, scalability, and pricing. Avoid overcomplex tools, ignoring automation, and poor planning. The key features of customer support software usually include:

  • Ticketing System: A structured way to track customer inquiries from start to resolution, ensuring that no requests slip through the cracks.
  • Live Chat & Chatbots: Tools that enable real-time communication with customers, including AI-powered bots that can handle common questions automatically.
  • Self-Service Knowledge Base: A library of FAQs, guides, and troubleshooting articles that empower customers to find answers without contacting support.
  • Automation & Workflows: Features like automated ticket assignment, canned responses, and escalations to reduce manual work and speed up resolution times.
  • Reporting & Analytics: Insights into response times, resolution rates, and customer satisfaction scores to help teams continuously improve their service.

What should I consider when buying Customer Support Software?

Start by assessing your current and future support requirements. Are you handling a high volume of tickets daily? Do you need omnichannel support (email, chat, social media)? Are you focused on automation or personalized service? Here are the key factors to consider before making your decision.

  1. Your Support Needs. Start by assessing your current and future support requirements. Are you handling a high volume of tickets daily? Do you need omnichannel support (email, chat, social media)? Are you focused on automation or personalized service? Identifying your priorities will help you choose the right tool.
  2. Ease of Use. Support software should make your team’s job easier, not harder. Look for an intuitive interface that agents can pick up quickly without extensive training. Overly complex platforms can slow down response times and frustrate both customers and agents. That’s why Stackfix rates every support platform on ease of use—click into each product above to see how they compare.
  3. Integration with Your Tech Stack. Your support platform needs to work seamlessly with your CRM, email, chat, and other essential business tools. If you’re using Slack for internal communication or Shopify for e-commerce, check if the software offers native integrations or if third-party connectors are needed.
  4. Scalability & Flexibility. As your business grows, your support needs will evolve. Ensure that the software can handle increased ticket volume, support multiple teams, and offer advanced automation features when you’re ready for them. Look at the vendor’s product roadmap to see if they regularly release useful updates.
  5. Pricing & Hidden Costs. Support platforms often charge per agent, but costs can add up with extra fees for automation, integrations, or advanced analytics. Check pricing tiers carefully—what looks affordable now could become expensive as you scale.
  6. Customer Support from the Vendor. Ironically, not all customer support tools come with great support. If something breaks or you need help with setup, will the vendor be there? Look at response times, support availability (24/7 or business hours?), and self-serve resources like help centers or forums. Stackfix rates each platform on support quality—click into each product to see how they compare.

What are the common mistakes to avoid when buying Customer Support software?

Some platforms are packed with advanced features but are overly complicated for smaller teams. Make sure you’re picking a tool that fits your workflow, not just one with an impressive feature list. Here are some of the biggest mistakes startups make—and how to avoid them.

  1. Choosing based on features, not usability. Some platforms are packed with advanced features but are overly complicated for smaller teams. Make sure you’re picking a tool that fits your workflow, not just one with an impressive feature list.
  2. Ignoring automation & AI. Many startups manually handle support requests when automation could significantly reduce workload. Look for tools that allow automated responses, ticket routing, and AI-driven suggestions.
  3. Forgetting about self-service. A knowledge base can dramatically reduce support volume by enabling customers to find answers on their own. Make sure the platform includes an easy-to-use self-service portal.
  4. Not planning for scaling. Startups often pick software based on current needs, without considering future growth. Will the platform support more agents, additional features, or multi-channel support when you need it?
  5. Overlooking integration depth. A platform might “integrate” with your CRM, but does it sync customer data properly? Always test integrations before committing to a tool.

How much does Customer Support Software typically cost?

Most solutions range from $20-150 per agent monthly, with entry-level options starting around $15-25 and premium solutions exceeding $150 monthly. Most vendors provide structure pricing in tiers based on features and scale, so be sure to enter your requirements as accurately as possible in our pricing calculator. 

Many providers offer free plans with core functionality for very small teams but restrict users, contacts, or available channels.

For enterprise plans and above, you can expect to speak to sales for a bespoke price. To skip the demo calls, be sure to check out our pricing calculator.

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