Customer service is an aspect of utmost importance for any business today. In today’s world of business with high levels of competency and increase in general consumer awareness of their rights and how to use them to their advantage has created a situation where a company must have some unique selling points in their products to stay in business. Customer service is one of the most fundamental services that a customer looks for when he/she is doing a purchase and generally reputation of a company depends upon the quality of customer service.

Computer software that is used to provide and manage such services is called Customer Service Software. These software come in two different types, named as helpdesk or support desk software and CRM software. Support desk software tools are used generally for a smaller subset of operations and are used directly by the customer services staff of the company. These software tools usually ease out the task of providing support services to the client by providing access to the customer and product data in an organised way to the support staff. Its bigger cousin, the CRM software has bigger service footprints then this and provides a centralized storage and access to the client data called its profile as well the associated product data to the sales and support staff while providing detailed reporting and management facilities for the upper management.