Customer service software
First of all, customer service software should have a low barrier of entry. If the software's difficult to use, then a lot of time will be wasted on learning how to use it, rather than actually improving customer service. A simple interface and intuitive navigation are the way to go. Secondly, your customer service software should make collaboration within a team easy. Even if you're a single person selling stuff on Etsy, a time will come when your company grows. Instead of migrating to a whole new system, it should be easy to add new members. Moreover, the entire software should be concentrated on teamwork - features like a shared inbox and task management are a must. Other useful functionalities are things like phone and social media integration.
A good customer service software solution should also offer flexible pricing. While you might not need access to advanced features just yet, it's good to always have the option available - without paying for it upfront. Choosing a good customer service software solution is instrumental to your company's success - make sure you choose wisely.