How do I evaluate customer support software for my business?

Evaluate support software by: (1) volume and channel (email only, or also chat/phone/social?), (2) team size and SLA complexity, (3) integration with your CRM, (4) self-service features (knowledge base, chatbot), and (5) reporting needs. For small teams with simple support needs, Intercom or Freshdesk work well. For complex enterprise support operations with strict SLAs, Zendesk or Salesforce Service Cloud are more appropriate.