Best Customer Service CRM Software in 2026
Updated
Customer service CRM software brings together tools for handling cases and coordinating service work. Compared on case management, omnichannel support, and SLA management, the entries also include customer portals, knowledge bases, workflow automation, and service analytics as points to weigh. Free-plan availability and paid-from pricing can help you assess access and cost alongside the capabilities your team needs. 1CRM, Vtiger CRM, and Intercom are among the named options, with Freshdesk also included. Consider which channels your customers use and how your team tracks requests and service commitments when comparing the listed features.
25ranked
4free plans on this page
$1.08/molowest paid tier
5 Oct 2026last checked
Input list Customer Service CRM Software 25 channels on this page · 62 of 200 spec lines stated by the makers
Ch Tool Free planPaid fromCase managementSLA managementOmnichannel supportKnowledge baseCustomer portalWorkflow automation Spec sheet Score
01 1CRM Free planYesPaid from13/user/moCase managementnot statedSLA managementnot statedOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 2/8spec lines stated 8.1
02 Vtiger CRM Free planYesPaid from12/user/moCase managementnot statedSLA managementnot statedOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 2/8spec lines stated 7.5
03 Intercom Free planNoPaid from29/user/moCase managementnot statedSLA managementnot statedOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 2/8spec lines stated 7.2
04 eGain Customer Engagement Hub Free plannot statedPaid fromnot statedCase managementYesSLA managementYesOmnichannel supportYesKnowledge baseYesCustomer portalYesWorkflow automationYes 6/8spec lines stated 6.9
05 Freshdesk Free planNoPaid from29/user/moCase managementYesSLA managementYesOmnichannel supportYesKnowledge baseYesCustomer portalYesWorkflow automationYes 8/8spec lines stated 6.9
06 Kustomer Free plannot statedPaid fromnot statedCase managementnot statedSLA managementYesOmnichannel supportnot statedKnowledge basenot statedCustomer portalYesWorkflow automationnot stated 2/8spec lines stated 6.9
07 Pega CRM Free plannot statedPaid fromnot statedCase managementnot statedSLA managementnot statedOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 0/8spec lines stated 6.9
08 Oracle Siebel CRM Free planNoPaid fromnot statedCase managementnot statedSLA managementnot statedOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 1/8spec lines stated 6.7
09 Agentforce Contact Center Free planNoPaid from25/user/moCase managementnot statedSLA managementYesOmnichannel supportnot statedKnowledge basenot statedCustomer portalYesWorkflow automationnot stated 4/8spec lines stated 6.5
10 Gladly Free plannot statedPaid fromnot statedCase managementnot statedSLA managementYesOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 1/8spec lines stated 6.4
11 LeadSquared Free planNoPaid fromnot statedCase managementnot statedSLA managementnot statedOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 1/8spec lines stated 6.4
12 YundaDesk Free planYesPaid fromnot statedCase managementnot statedSLA managementnot statedOmnichannel supportnot statedKnowledge baseYesCustomer portalnot statedWorkflow automationnot stated 2/8spec lines stated 6.4
13 Oracle Fusion Cloud Marketing Free plannot statedPaid fromnot statedCase managementnot statedSLA managementYesOmnichannel supportnot statedKnowledge basenot statedCustomer portalYesWorkflow automationnot stated 2/8spec lines stated 6.3
14 Freshworks Freddy AI Agent Free planNoPaid from29/user/moCase managementYesSLA managementYesOmnichannel supportYesKnowledge baseYesCustomer portalYesWorkflow automationYes 8/8spec lines stated 6.2
15 Salesforce Service Cloud Free planNoPaid from25/user/moCase managementnot statedSLA managementYesOmnichannel supportnot statedKnowledge basenot statedCustomer portalYesWorkflow automationnot stated 4/8spec lines stated 6.1
16 Jio CRM Free plannot statedPaid fromnot statedCase managementYesSLA managementnot statedOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 1/8spec lines stated 6.0
17 TeamSupport Free planNoPaid fromnot statedCase managementnot statedSLA managementYesOmnichannel supportnot statedKnowledge basenot statedCustomer portalYesWorkflow automationnot stated 3/8spec lines stated 6.0
18 Zendesk Guide Free planNoPaid fromnot statedCase managementnot statedSLA managementnot statedOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 1/8spec lines stated 6.0
19 Dixa Free planNoPaid fromnot statedCase managementnot statedSLA managementYesOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 2/8spec lines stated 5.9
20 Oracle Service Free plannot statedPaid fromnot statedCase managementnot statedSLA managementYesOmnichannel supportnot statedKnowledge basenot statedCustomer portalYesWorkflow automationnot stated 2/8spec lines stated 5.8
21 Sugar Serve Free planNoPaid fromnot statedCase managementnot statedSLA managementYesOmnichannel supportnot statedKnowledge basenot statedCustomer portalYesWorkflow automationnot stated 3/8spec lines stated 5.8
22 Kapture CRM Free planNoPaid fromnot statedCase managementnot statedSLA managementYesOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 2/8spec lines stated 5.7
23 Kapture CX Free planNoPaid fromnot statedCase managementnot statedSLA managementYesOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 2/8spec lines stated 5.7
24 Sprinklr Service Free planNoPaid fromnot statedCase managementnot statedSLA managementnot statedOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 1/8spec lines stated 5.4
25 Pega Customer Service Free plannot statedPaid fromnot statedCase managementnot statedSLA managementnot statedOmnichannel supportnot statedKnowledge basenot statedCustomer portalnot statedWorkflow automationnot stated 0/8spec lines stated 5.3
Compare all 25 in a table
| # | Tool | Score | Free plan | From | Free plan | Paid from | Case management | SLA management |
|---|---|---|---|---|---|---|---|---|
| 1 | 1CRM | 8.1 | Free plan | $1.08/mo | Yes | 13 /user/mo | — | — |
| 2 | Vtiger CRM | 7.5 | Free plan | $12/mo | Yes | 12 /user/mo | — | — |
| 3 | Intercom | 7.2 | No | $19/mo | No | 29 /user/mo | — | — |
| 4 | eGain Customer Engagement Hub | 6.9 | No | — | — | — | Yes | Yes |
| 5 | Freshdesk | 6.9 | Free plan | $19/mo | No | 29 /user/mo | Yes | Yes |
| 6 | Kustomer | 6.9 | No | — | — | — | — | Yes |
| 7 | Pega CRM | 6.9 | No | — | — | — | — | — |
| 8 | Oracle Siebel CRM | 6.7 | No | $68.75/mo | No | — | — | — |
| 9 | Agentforce Contact Center | 6.5 | No | $50/mo | No | 25 /user/mo | — | Yes |
| 10 | Gladly | 6.4 | No | — | — | — | — | Yes |
| 11 | LeadSquared | 6.4 | No | — | No | — | — | — |
| 12 | YundaDesk | 6.4 | Free plan | $20/mo | Yes | — | — | — |
| 13 | Oracle Fusion Cloud Marketing | 6.3 | No | — | — | — | — | Yes |
| 14 | Freshworks Freddy AI Agent | 6.2 | No | $29/mo | No | 29 /user/mo | Yes | Yes |
| 15 | Salesforce Service Cloud | 6.1 | No | $25/mo | No | 25 /user/mo | — | Yes |
| 16 | Jio CRM | 6.0 | No | — | — | — | Yes | — |
| 17 | TeamSupport | 6.0 | No | $45/mo | No | — | — | Yes |
| 18 | Zendesk Guide | 6.0 | No | $55/mo | No | — | — | — |
| 19 | Dixa | 5.9 | No | €89/mo | No | — | — | Yes |
| 20 | Oracle Service | 5.8 | No | — | — | — | — | Yes |
| 21 | Sugar Serve | 5.8 | No | — | No | — | — | Yes |
| 22 | Kapture CRM | 5.7 | No | — | No | — | — | Yes |
| 23 | Kapture CX | 5.7 | No | — | No | — | — | Yes |
| 24 | Sprinklr Service | 5.4 | No | — | No | — | — | — |
| 25 | Pega Customer Service | 5.3 | No | — | — | — | — | — |
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