Top 10 Self-Service and Customer Community software

August 20, 2023 | Editor: Sandeep Sharma

Software and online platforms for collecting customer feedback, ideas, providing customers with self-service knowledge base or support forum.
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient.
Sprinklr offers the only Social Media Management System that enables global scale for the social enterprise with social media analytics. Increase profits, reduce costs, and boost efficiency by bringing the voice of your customer deep into your enterprise. Make social an integral part of your business from marketing and customer service, to sales and beyond. Purpose-built for large enterprises to ensure the voice of the customer is heard and acted upon by every employee
MediaWiki is a popular free web-based wiki software application. Developed by the Wikimedia Foundation, it is used to run all of its projects, including Wikipedia, Wiktionary and Wikinews. It is written in the PHP programming language and uses a backend database.
Productboard helps product teams understand what customers need, prioritize what to build next, and align everyone around the roadmap.
Mighty Networks gives you everything you need to grow a community-powered business. Create a beautiful website and membership community for your fans.
XenForo is a commercial Internet forum software package written in the PHP programming language.
he all-in-one community platform for creators & brands. Bring together engaging courses, discussions, members, live streams, chat, events, and memberships — all in one place, all under your own brand.
World's leading community software. AI-based user engagement. All key functionality included. Easy, non-technical site admin
Discourse is the 100% open source discussion platform built for the next decade of the Internet. Use it as a mailing list, discussion forum, long-form chat room, and more!
Product feedback management software for growing SaaS companies. A single, centralized product feedback solution that gives you everything you need to gather, aggregate, analyze, and follow through on feedback from customers and internal teams.
  on Live Enterprise
Flarum is the next-generation forum software that makes online discussion fun. It's simple, fast, and free.
A powerful community platform, integrated into your product. Increase user engagement, drive retention, and boost customer lifetime value.
Customer Experience Software that delivers seamless experiences across the entire customer journey for the contact center – and beyond.
Invision Community is a leading platform for building vibrant communities with forums, eCommerce, content management, image galleries and more.
UserEcho offers everything you need to let customer conversations flow seamlessly across different channels, creating a better experience for both your business and your customers.
Feedback portal that helps you build better products. Give your customers a voice and let them tell you what they need. Spend less time guessing and more time building the right product.
UserHorn, is one of the best online ticketing service offers customer support helpdesk and online helpdesk ticketing system.
All-in-one Customer Support Software. Organize customer support software around your help center using all possible channels packed in one simple solution
KBPublisher is Knowledge Management Software. It reduces the need for customer support, improves staff productivity, and eliminates time wasted searching for information.

Latest news about Self-Service and Customer Community software

2021. NICE acquires smart digital self-service platform MindTouch

NICE, the provider of the CCaaS platform CXone, has completed the acquisition of San Diego-based knowledge management software company, MindTouch. MindTouch, established in 2005, initially relied on funding from its founders until 2016 when it secured $12 million in a Series A funding round. The company positioned itself as a provider of an AI-powered, enterprise-grade knowledge management (KM) platform tailored for mid-size to large organizations, aiming to enhance customer lifetime value. Their solutions encompass KM for customer self-service, agent assistance, and departmental knowledge. With over 100 employees and more than 300 customers worldwide, including notable brands like 8x8, Cisco, Land Rover, Samsung, Verizon, and Whirlpool, MindTouch has made its mark in the industry. Additionally, MindTouch's technology is integrated into SAP Service Cloud as SAP Knowledge Central, extending its reach even further.

2020. Customer feedback software GetSatisfaction is shutting down

Sprinklr, a leading provider of Unified-CXM platform for all customer-facing functions, has recently made the decision to discontinue the well-known customer community and feedback service, GetSatisfaction. A decade ago, GetSatisfaction emerged as one of the most successful SaaS startups, offering paid service plans to renowned companies such as Method Products, Timbuk2, Twitter, and Digg. Over time, the platform attracted additional notable companies including Time Warner Cable, Verizon, Comcast, Mozilla, Mogo Money, Microsoft Hohm, AMC Theatres, Qantas, Apple Inc., Dell, and Facebook. However, it appears that the demand for such software among small businesses has decreased, with many either unwilling or unable to support customer communities. Simultaneously, larger companies have shifted towards more comprehensive CX platforms, leaving GetSatisfaction with a changing landscape. Notably, UserVoice, the main competitor of GetSatisfaction, has recently refocused its efforts on providing product feedback management software for growing SaaS companies.

2020. Microsoft introduces Customer Voice, a real-time customer feedback tool

Microsoft has introduced Dynamics 365 Customer Voice, a real-time customer feedback tool that presents a potential competitor to Qualtrics. This solution serves as a feedback management platform, empowering businesses and organizations to enhance their products, deliver exceptional customer experiences, and cultivate stronger customer relationships through effective feedback management. The collected data is seamlessly integrated with Microsoft's customer data platform (CDP) and is built upon Dynamics 365 and the Power Platform. The latter offers customization capabilities, enabling companies to tailor the Customer Voice tool according to their specific requirements.

2020. Freshworks acquires AnsweriQ

Customer engagement platform Freshworks has completed the acquisition of AnsweriQ, a startup specializing in AI tools for self-service solutions and agent-assisted use cases. The primary objective of this acquisition is to enhance customer service efficiency by providing quick and accurate answers to customers. AnsweriQ's AI tools cater to both Freshworks users and customers of competing products. AnsweriQ will continue operating its existing product lineup for the time being, while Freshworks aims to eventually transition these users to its own platform. Additionally, Freshworks plans to integrate AnsweriQ's technology into its Freddy AI engine, further augmenting its capabilities.

2020. Chattermill raises $8M to enable companies to gain customer feedback insights

Chattermill, a startup based in London, has successfully raised $8 million in Series A funding. The company specializes in providing a "customer understanding" platform that leverages machine learning to obtain scalable insights from customer feedback. Chattermill was founded due to the frustration of the lengthy process involved in traditional customer research, where it often takes weeks or even months to obtain valuable insights that may already be outdated when they reach decision-makers. To address this challenge, the developers recognized the potential of machine learning as a key component of the solution, combined with a user-friendly interface that presents actionable customer feedback from various channels.

2015. Sprinklr acquired social customer support service Get Satisfaction

Sprinklr, the provider of social media management services, is acquiring Get Satisfaction, the creators of a platform that enables businesses to connect with customers online and gather feedback on their websites. Get Satisfaction will be integrated into Sprinklr's larger cloud-based social media management business, known as the "Experience Cloud." This integration assists businesses in tracking feedback from individuals across various channels, including social media platforms and their own websites, encompassing approximately 25 potential feedback channels. This acquisition serves as an expansion for Sprinklr, as Get Satisfaction already collaborates with 1,000 businesses, including notable customers such as P&G, Rabobank, SugarCRM, and Service Rocket.

2015. Google to shut down community tool Google Moderator

Google has initiated its spring cleaning process, and as part of it, the idea and feedback collection service known as Google Moderator will be discontinued on July 31. Initially launched in September 2008, Google Moderator provided a platform for users to submit questions, suggestions, and ideas, which were then ranked based on user voting. This crowdsourcing service effectively gathered feedback from a wide range of individuals, allowing them not only to ask their own questions but also to vote for the most important queries to be addressed. While the project has been relatively inactive, users of Moderator will still have the opportunity to download their data from Google Takeout, starting from March 30. This data will remain accessible for a minimum of two years. It is important to note that June 30 will be the last day to generate new content on the service, and the complete shutdown of Moderator will occur on July 31.

2012. Zoho Commentbox - almost new customer support community app

We have vivid memories of the time when Zoho was launching a new SaaS app every month. However, as expected, this rapid pace couldn't be sustained indefinitely. After reaching nearly 30 apps, Zoho has shifted its focus to periodic updates for the existing ones. Nonetheless, the desire to innovate and create something new remains strong. This led the Zoho developers to revamp an old service, incorporating additional features, renaming it, and presenting it as a fresh offering. They have integrated Twitter, Email, and CRM functionalities into Zoho Discussions, which has been rebranded as Zoho Commentbox. The new app is now ready! Interestingly, the prices and descriptions have remained unchanged. Furthermore, the original service, Zoho Discussions, continues to exist alongside the new offering, expanding Zoho's portfolio of apps. Let's recall that Zoho Discussions (or Zoho Commentbox) enables the creation of online customer communities for support and idea generation. Previously, such communities were built using phpBB or vBulletin forum engines, whereas now they can be established using specialized services like Zoho Commentbox. Notably, Get Satisfaction is a well-known representative in this category. It's worth mentioning that Zoho facilitates the import of data from phpBB and vBulletin forums into Zoho Commentbox. The platform supports multiple interface languages and offers free access to one forum without sub-forums.

Editor: Sandeep Sharma
Sandeep is a marketing expert with a wealth of knowledge in various domains: customer relationship management, social media management, advertising, search engine optimization, website building, Sandeep has established himself as a multifaceted professional. He honed his skills while working at Salesforce and Hubspot, where he gained invaluable insights into the industry. Now, as the proud owner of a small advertising consulting agency, Sandeep continues to provide innovative and effective strategies to businesses, helping them thrive in the competitive landscape of digital marketing. You can contact Sandeep via email