Operating · ecliptic · Manage Customer Service 6.2

Plan and manage customer service contacts

Plan and run the customer-service workforce and handle problems, requests, inquiries, and ongoing customer relationships across channels.

https://gtm-k.github.io/business-model-almanac/processes/plan-and-manage-customer-service-contacts/

Ranked software · 6 tools · snapshot 2026-Q3

Help Desk & Ticketing

Zendesk, Inc. Customer Service & Help Desk

Enterprise and mid-market omnichannel help-desk reference suite.

RANK #1 as of 2026-Q3 ranking basis

Salesforce, Inc. Customer Service & Help Desk

CRM-native customer-service suite.

RANK #2 as of 2026-Q3 ranking basis

Freshworks Inc. Customer Service & Help Desk

Value and mid-market omnichannel help desk (Freshworks).

RANK #3 as of 2026-Q3 ranking basis

Gainsight, Inc. Customer Success

Enterprise customer-success gold standard.

RANK #1 as of 2026-Q3 ranking basis

ChurnZero, Inc. Customer Success

Mid-market customer-success leader.

RANK #2 as of 2026-Q3 ranking basis

Totango, Inc. Customer Success

Accessible, Salesforce-native customer success; Totango and Catalyst merged into a single vendor in 2024.

Totango and Catalyst merged into a single vendor in February 2024.

RANK #3 as of 2026-Q3 ranking basis