# Customer Support Software (SAP, ServiceNow, Gorgias, Kayako, Supportbench, Thena)

> A field guide to the customer support software market in 2026, where six very different players - enterprise giants SAP and ServiceNow, ecommerce specialist Gorgias, legacy helpdesk Kayako, B2B-focused Supportbench, and Slack-native newcomer Thena - are all racing to replace the old support ticket with AI that resolves issues instead of just routing them. The story sorts the genuine reinvention from the AI paint jobs and explains what each tool is actually good for.

## Achievements

- Gorgias serves over 17,000 ecommerce brands and is an official Shopify Premier Partner for CX
- Thena is used by Vercel, ClickHouse, Amplitude and FOX to run support inside Slack
- ServiceNow rolled out thousands of preconfigured AI agents spanning IT, customer service and HR
- Supportbench built B2B-grade account history, dynamic SLAs and health scoring with predictable per-agent pricing

## Latest updates

- **2026-05** — ServiceNow expands its Autonomous Workforce of AI specialists across enterprise functions including customer service
- **2026-01** — Gorgias AI Agent priced per resolution (roughly $0.90-$1.00) as action-taking agents become the ecommerce standard

## Links

- Website: https://www.thena.ai/
- LinkedIn: https://www.linkedin.com/company/thena-platform

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Profile page: https://yespress.io/customer-support-software-identity-crisis
Published by YesPress — https://yespress.io
Last updated: 2026-08-05