The best customer support platforms for software and SaaS companies
By Diana Potter | On Oct 21, 2021
8 min read
Are you looking for a customer support platform? If so, you probably know that the most daunting part can be figuring out which products to look at. In some of our previous posts, we talked about how to know when you need a platform and when it’s time to upgrade. We’ve also shared a comparison of top support platforms by pricing, product tiers, and other features. But there are so many options — from the big players like Zendesk and Service Cloud, to the newer players like Dixa, or the smaller ones like Front — it can be hard to know where to start. Do you go with a brand you’ve heard of or used before? Or one that might be more specialized for your team’s specific needs?
In this post, we’ll be talking about features and platforms that are the best fit for software or SaaS (software-as-a-service) companies. Stay tuned for our next post, when we'll be sharing more about the best platforms for consumer-facing (B2C) companies.
The information we’re sharing is based on conversations we’ve had with a number of different support leaders. One leader we talked to has built several teams from 1 to 12, another grew their team from 10 to 200 members, and a third has grown multiple teams ranging in size from 1 to 100 people. We asked them which features they needed at different stages as their team grew, and then we aggregated their insights and identified the common elements that we believe will apply to most companies. Remember, though, that your needs may differ. It’s always a good idea to sit down and figure out what you want and need from your software before pursuing a search.
Which group do you fall within?
Every company has different needs, but here are some groupings that can help you reflect on your company’s current position. You may meet some criteria or all of them. If you’re sitting across more than one category (you might notice that the category characteristics do overlap in places), choose the one that matches your situation the most closely.
In this article:
Mouse: Small company with a small or non-existent support team
Raccoon: 10-50 employees with a small support team
Wolf: Mid-sized company with 10+ support reps
Elephant: 500+ Employees with a 50+ person support team
As your company and support team grow, you’ll want and need different features. In part, this is because you’ll have different priorities and resources, but also because your relationships with customers will shift over time. Stay tuned over the next few weeks as we're compiling a super helpful checklist of the common features needed by each group.
The best platforms for each group
Now that you know which group you fall within, let’s talk about the support platforms that might be the best fit for you. As always, this list is meant as a starting point. You will likely need to do a detailed evaluation to determine what is best for your situation.
This table is meant to be a guide. We’re building a full chart that will list the features offered by each platform in detail. If you’re interested in receiving this when it’s ready, be sure to sign up for our newsletter at the bottom of this post. As well, check out our detailed product comparisons chart that includes information on product tiers, pricing, security, and compliance features, as well as implementation support options.
Now that you have some potential support platforms to look at, it’s time to start your search. If you haven’t already read our series on finding a support platform, make sure to check it out here. We have some great posts to help you on your journey. You can also learn about some of our favorite features in Zendesk, HubSpot, Freshdesk, and Dixa.
Diana is a support, success, and experience leader. She’s currently the Head of Customer Experience for Qwilr and previously led customer departments for a number of leading companies. When she’s not writing or helping customers you’ll find her off in the woods taking photos or curled up with a book.
TestBox empowers you to have a self-serve, customer-led experience so you can buy new software and feel confident that you made the right choice. Currently focused on Customer Support, TestBox allows you to test out Zendesk, Freshdesk, HubSpot, Dixa, and other products side-by-side. It takes a matter of minutes to sign up and take these products for a test drive. Find out more at TestBox.com or follow on LinkedIn.