The 7 Best Customer Service Mobile Apps
According to The Flex Report, 66% of surveyed companies offer their employees some type of flexible work arrangement, be it fully remote or a hybrid accommodation. Using customer service software that operates across multiple devices — desktop and mobile alike — allows your support team to meet customer needs from any location.
In this post, we’re going to take a look at seven customer service software platforms that offer a companion mobile app. Each one is a little different, catering to different types of businesses and teams, so read on to learn which one might be the right fit for you.
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| Platform | Best for | G2 Rating | Free Trial | Starting Price |
|---|---|---|---|---|
Help Scout | Best for businesses focused on building strong customer relationships, Help Scout’s mobile app keeps you connected with full inbox access, key conversation management features, and push notifications for important updates. | 15 days | Free plan available; paid plans start at $25/user per month | |
Agentforce (Salesforce) Field Service and Operations | Best for field service teams, Agentforce’s field service mobile app lets technicians review work orders, capture signatures and payments, and use AI to ease documentation even when their phone or tablet doesn't have a signal. | 30 days | Starts at $175/user per month | |
Front | Best for 1:1 customer support, Front’s mobile app brings personal email accounts and calendars into your support tool so that you can manage everything from one place. | 14 days | Starts at $25/seat per month | |
Zoho Assist | Best for remote service, the mobile app for Zoho Assist lets your team troubleshoot technical issues and work with customers from anywhere, across just about any device. | 15 days | Free plan available; paid plans start at $10/technician per month | |
Talkdesk | Best for call centers, Talkdesk’s mobile app lets you manage voice and SMS conversations remotely, and watchOS lets you do so hands free. | 15 days via Talkdesk Express | Plans start at $85/user per month | |
Freshdesk Omni | Best for teams that need time tracking, the mobile app for Freshdesk Omni lets you keep track of tickets and the amount of time it takes to resolve them. | 14 days | Plans start at $29/agent per month | |
Smartsupp | Best for ecommerce teams, Smartsupp’s mobile app lets you provide great customer care, both proactively and reactively, across email, social, and live chat. | 14 days | Free plan available; paid plans start at $17 per month (includes one operator) |
1. Help Scout — Best for businesses focused on building strong customer relationships
Help Scout is a customer service platform that’s designed to help businesses build better relationships with their customers. It brings all of your customer conversations — from email to WhatsApp — into a shared inbox that keeps everyone on track.
Set up automated workflows to reduce busywork, and use Help Scout’s AI features to get assistance drafting responses and categorizing messages — plus a customer-facing chatbot that keeps easier conversations out of the queue. There’s also a knowledge base builder for documenting internal or external information and reporting dashboards for tracking team performance and monitoring emerging issues.
Mobile app features
Just like with the web version of Help Scout, the mobile app gives you quick access to all of your customer conversations — across channels and inboxes — as well as the features needed to deliver great service. You can:
View open, pending, and closed conversations or create new ones.
Assign requests to specific employees or teams.
Use saved replies to answer FAQs with a couple of taps.
Tag in a teammate for help on tricky cases by leaving them a private note, or leave a reaction on a thread to show you’ve seen the message.
Review customer or company profiles for better context when crafting replies.
Draft replies and schedule them to send at a later date or time.
Snooze a conversation until you’re ready to respond.
Run manual workflows to automate tasks, or create an AI-generated draft reply.
Keep an eye on service level agreements (SLAs) so nothing falls through the cracks while you’re away from your desk.
Set your status so others know whether you’re available to take on assignments.
Use collision detection to see when someone else is reviewing or replying to a conversation.
Receive push notifications for conversation events that you specify.
While you can handle a lot of your customer communications via the mobile apps, there are a few items that haven’t hit mobile just yet. For instance, the mobile apps can handle email and social (Facebook Messenger, Instagram DMs, and WhatsApp) conversations, but live chat isn’t currently supported. AI features (outside of AI Drafts) are also restricted to the web. Still, the apps are well maintained, and new mobile updates are released regularly.
Pricing
Free plan and trial available. View Help Scout's current pricing.
Learn more about Help Scout:
2. Agentforce (Salesforce) Field Service and Operations — Best for field service teams
Agentforce Field Service and Operations is a Salesforce product designed to help you keep track of and manage field work like on-site equipment inspections, maintenance, and repairs. The platform has lots of features useful for dispatchers, such as the ability to manage and orchestrate a large workforce of field technicians.
There are tools for scheduling, contract and asset management, and capacity planning. Plus, Agentforce’s AI Agents are able to handle a lot of these tasks automatically so dispatchers can keep their attention on issues that require human intervention.
Mobile app features
Although the web app holds a lot of functionality for dispatchers, the mobile app is geared toward workers in the field. Using it, technicians can:
Review work orders and equipment details, mark off completed work as they go, and capture customer signatures and process payment info.
Document service appointments more easily using AI tools that create pre-work briefs and summaries of performed work, as well as fill out forms using voice dictation.
Identify needs ahead of arriving on job sites using the app’s Native GIS (geospatial intelligence) to access public and private info layers (traffic details, weather warnings, environmental data, electrical assets, transmission lines, etc.) on their in-app map.
Probably the best feature of the app is that it recognizes that despite all of these helpful features that rely on connectivity, field service often involves communication dead zones. The app is “offline-first,” meaning that many of those tasks can be handled without internet access. Then, when the technician’s device regains service, the info is uploaded to the servers.
Pricing
Free trial available. Pricing varies depending on the type of user (dispatcher, contractor, technician, etc.). View Agentforce Field and Operations' current pricing.
3. Front — Best for 1:1 support
Teams can use Front to track and manage conversations across email, live chat, social media, and messaging apps. There are collaboration features and AI to help agents compose and research their responses. AI also helps with managing quality assurance, keeping track of customer satisfaction, categorizing conversations, and answering customer questions autonomously.
While it may seem a little basic, Front’s most distinctive features surround its ability to seamlessly manage personal email accounts (e.g., alexa@yourcompany vs. support@yourcompany) and calendars within the support platform. This is great for people who work one-on-one with customers (instead of through a shared queue), as it creates visibility without stripping personalization.
Mobile app features
Front also has a mobile app, which means that if your job takes you out of the office, you won’t miss a beat. It allows you to:
Read, assign, tag, snooze, and reply to personal (and shared) emails.
Use templated responses and AI to compose quick replies.
Collaborate with your team through private notes and mentions.
Schedule meetings directly in-app so you don’t lose context.
Set your availability and note time off so people know when you’re available.
Receive push notifications for new emails or comments.
Use quick actions like marking a message as read or spam for faster triage.
Turn on do not disturb and set office hours to prevent messages when you’re off the clock.
You can also view your calendar within Front’s mobile app, and that’s probably the best feature. When sneaking a quick look at your phone between meetings, you don’t have time for juggling multiple apps. Being able to check your mail, view your calendar, and schedule a meeting in one fell swoop will help keep your day moving forward.
Pricing
Free trial available. View Front’s current pricing.
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4. Zoho Assist — Best for remote service
Zoho Assist is a cloud-based remote service and access software that allows your team to securely support devices on most operating systems — Windows, Mac, Linux, iOS, Android, or Chromebook — from anywhere.
It offers remote support plans that let you schedule service appointments with customers and clients, conduct live chat and video sessions, transfer files, and remotely navigate and reboot user devices. There are also unattended remote access plans that let your team manage computers without the end-user granting access. It offers features like bulk deployment, diagnostic tools, file transfers, screen capture, remote printing, and video and voice chat.
Mobile app features
While remote access software is usually something that is restricted to desktop setups, Zoho Assist has an app for technicians. Using it, support agents and IT techs can:
Schedule and initiate service sessions.
Chat, screen share, and annotate the end-user’s screen to better illustrate instructions.
Use diagnostic tools and take remote control of user devices.
Securely transfer and receive files.
Invite teammates into a session to provide advice during tough cases.
Use Siri and 3D touch shortcuts for quick app actions (iOS).
Use Zoho Assist in picture-in-picture (PiP) mode (iOS).
One thing to keep in mind when downloading Assist in the app stores is that there is both a technician app (what we’ve been discussing) and a customer app. It’s also important to note that even with the customer app installed, it’s not possible to take full control of an iOS device due to Apple’s third-party control policy (though Android allows full access).
Pricing
Free trial and plan available. View Zoho Assist's current pricing.
5. Talkdesk — Best for call centers
Talkdesk is a call center platform designed to help in-house support teams or BPO service providers manage large volumes of customer contacts. The platform specializes in phone support but can also handle all digital channels, including email, live chat, social messaging (like Facebook and WhatsApp), SMS, and even fax communications.
Talkdesk also has a strong emphasis on AI. You can create separate agents for different tasks like order lookups, payments, refunds, claims, and returns, and then build an overall orchestrator agent to manage the other five. AI can also help route your incoming conversations, measure customer sentiment, assist in creating feedback surveys, and more.
Mobile app features
Talkdesk’s mobile app focuses exclusively on phone and SMS support. You can:
Answer, initiate, and warm or blind transfer calls.
Record inbound conversations.
Send and receive text messages.
Review customer information.
Document the disposition and call notes for each interaction.
Use the app in split screen for multitasking (tablets only).
Take advantage of Siri and iOS shortcuts for a hands-free experience (iOS only).
The one mobile feature that really sets Talkdesk apart from other software on this list is that it offers a watchOS app. This lets Apple Watch users set their online status, review call activity, and make and receive calls all from their wrist.
Pricing
Free trial available via Talkdesk Express. View Talkdesk’s current pricing.
6. Freshdesk Omni — Best for time tracking
Freshdesk is a customer service help desk that is similar to Help Scout and Front. While it has scaled-down versions of its platform that only focus on specific channels, in this post we’ll be discussing Freshdesk Omni, which allows teams to manage email, web chat, Facebook Messenger and Instagram, WhatsApp, LINE, phone, and a customer portal all from a single interface.
In addition to standard ticket management features, Freshdesk also allows you to create a knowledge base for FAQs and crowdsource self-service by spinning up a community forum. There is also Freddy AI, the platform’s artificial intelligence product. It can respond directly to customers, as well as help your agents with their written responses, judge customer sentiment, and provide other insights into your caseload.
Mobile app features
When it comes to the mobile app, most of the features are standard. You can:
View, respond to, assign, and search for tickets.
Leave private notes.
Update ticket properties.
Review customer profiles for better context.
Get notifications for ticket events like assignments and replies.
Make phone calls directly from the app (if you have the Freshcaller integration).
Install a home widget to keep an eye on SLAs (iOS only).
One interesting Freshdesk feature is time tracking. This can be helpful when trying to determine what types of issues take the most (or least) amount of time to respond to. If tickets around a certain topic are taking a long time to get resolved, it might be an indication that additional training is needed. Or, if conversations are extremely fast to solve, there may be an opportunity to automate.
Time tracking is also helpful for teams made up of contractors, as it creates an easy way to bill and pay for time spent in the queue.
Pricing
Free trial available. View Freshdesk's current pricing.
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7. Smartsupp — Best for ecommerce companies
While many of the software titles in this list are focused on general support, Smartsupp is a bit more specialized. It's a customer care platform that is designed for ecommerce companies that can not only help your team respond to problems with your products but also proactively sell and promote them.
Smartsupp has a unified inbox and standard shared inbox features. It’s also big on automation. “Flows” is basically a rule-based chatbot that answers customer questions, triggered automatically at the start of each web session or by criteria you set. It also has AI to help with agent replies and a generative AI-powered shopping assistant called “Mira” that can answer FAQs, recommend products, and handle routine questions.
Mobile app features
Using the Smartsupp app, agents can:
Review current conversations or revisit solved ones.
Upload files, tag conversations, and even use AI or shortcuts (saved replies) to speed up their responses.
Access visitor info and browsing history.
Monitor visitors actively on your site in real time and proactively engage with them.
Keep up with reporting details.
Enable or disable Flows or automatic messages.
Set your user status so teammates know if you’re available.
The most important features are the ones that center around sales. Customer service in the ecommerce world goes beyond just handling refunds, exchanges, or “problems.” It’s about helping customers find the right product for their needs. Although some of Smartsupp’s features may seem similar to other tools, its ability to help you proactively reach out to shoppers earns it a spot on our list.
Pricing
Free plan and trial available. View Smartsupp's current pricing.
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Choosing a mobile app for customer service
For teams spending a decent amount of time away from their desks, choosing a support platform that offers mobile access is a must. As you start to narrow down your choices, first consider your use case.
If you’re looking to manage customer support issues in a personalized way, Help Scout and Front are solid choices. If your operation is larger and you need call center functionality, Freshdesk or Talkdesk should be on your list. If your support is hands-on — either in the field or remote — check out Agentforce or Zoho. And if ecommerce is your focus, then Smartsupp could be great.
The best way to evaluate software is to use it, so once you’ve decided which app is best for your team, consider signing up for an account. All of the tools on this list offer a free trial and some — like Help Scout — even have a free plan.
Ready to give it a try? Sign up and then download the Help Scout app to get started.
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Alexa Ahrens
Alexa is a content strategist at Help Scout, where she writes and helps other authors tell stories about customer experience, technology, and company culture. Before working in support and content creation, she worked at a wax museum — an experience that prepared her surprisingly well for a life of storytelling. Connect with her on LinkedIn.
