Looking for the best help desk software? Our expert-curated list features the top twelve solutions to optimize customer support operations.
In today’s fast-paced digital landscape, providing efficient and streamlined customer support is more important than ever. That’s why we’re here to guide you through the top help desk software available, offering comprehensive solutions that will transform how you interact with your customers.
The market for support desk software continues to grow rapidly as companies of all sizes adopt new technologies to increase customer satisfaction and streamline their operations. This guide will discuss what to look for when choosing a good help desk and provide an overview of the top solutions.
While determining which solutions to recommend, we considered factors such as ticket management, knowledge-base management, pricing and interaction with other tools in the business, along with ease of use, affordability and customer service. See the 12 most popular names in help desk software.
Top 12 Help Desk Softwares for Customer Support
We explore the world of help desk software and how it can revolutionize your customer support operations. Get ready to optimize your support team’s productivity and exceed customer expectations with these help desk software tools!
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Cloud-based AI software with contextual AI is scalable across all verticals and is aimed at small businesses, healthcare providers and other sectors. The software includes a ticketing system and call center. Answers to FAQ can be found in another knowledge base. Zoho has added new features to the ZohoDesk. The new features include social media integration, Voice-over-IP (VoIP), and data analytics for managers who want to monitor and measure customer interactions.
#2. Jira Service Desk
Many teams, including support staff, use Jira Service Desk. It’s an easy way to monitor and submit defects. Users can create unique forms and workflows to ensure that projects run smoothly. Users can give tasks an update status and assign a task to them. Reports help agents better understand their workload and what projects they’re working on. They can also add context to tracking problems and customer requests.
Zendesk is a name that almost everyone knows in the customer service industry. Zendesk is a multi-channel system with tools like live chat, knowledge bases, and shared mailboxes. They also offer more advanced AI-based bots and autoresponder services (although these are included only in the more expensive subscriptions). You can also access various productivity and automation solutions and over 1,000 connectors for other technology in your support ecosystem.
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The cloud-based, omnichannel support system includes an AI-powered chatbot for every client contact point. It also automates workflows. The main goal of the software is to provide external client services for small and mid-sized businesses in areas such as real estate, insurance, healthcare and SLA agreement management. Freshdesk offers many of the best customer service features, such as form management, SLA management, SLA agreement, multi-channel support services, metrics measurement, FAQ sections with SEO and a self-service section.
HelpScout provides all of the tools needed to deliver exceptional customer service. After joining Help Scout, you have access to several tools. In Help Scout’s shared inbox, you can use collaboration tools like @mentions or private notes to ask for help and provide additional context about a particular customer interaction. Using workflows automates repetitive tasks and routing, while collision detection reduces duplication. Prewritten responses make it easy to respond to consumer questions.
SysAid, a help desk program that manages IT internal inquiries, is used to control these. They offer various SLA Management Services to lower SLAs, including workflow and ticket automation. You can also create a knowledge management self-service website so staff can handle simple requests such as password resets. Start using basic forms and templates immediately, or design your own that meets your company’s needs.
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It is best to view Hiver as an extension of your Gmail account. It can make internal notes and assign specific agents to conversations. You can also use Hiver to run reports on team performance and discover what causes customers to contact you and their reasons for doing so. Like most other solutions, Hiver needs more tools than a shared email inbox. This may restrict its ability to grow along with your team.
Most teams use a group email address (for example, [email protected]) to receive support customer tickets when speaking with customers. Some teams still want help desk capabilities but prefer connecting via personal email. Front allows you to do this. Front lets you link your accounts into a single mailbox, including social networks, SMS, emails, and email addresses. It also has automated features that reduce manual work and other productivity tools like internal notes.
Gorgias, a support desk software program, focuses primarily on online shopping. Gorgias offers a knowledge base, shared inbox, and live chat tools. The integrations with Shopify, Magento and BigCommerce (although Magento is available only on higher subscription levels) make it stand out from other solutions. These integrations can save your staff a lot of time by allowing them to access order details, modify orders and perform refunds from the support desk. However, all of these programs have ticket limits. This means your monthly rates can change based on the volume.
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Kustomer has combined project management and helps desk software into a unique solution. Kustomer offers multi-channel customer support across social media, chat, and emails. You can assign due dates, create tasks, or set them up in project management. You can also update multiple systems simultaneously and get a complete picture of your customers, which saves time. Kustomer is a powerful tool, but it’s also expensive. The pricing of the add-ons needs to be clarified.
Spiceworks is another tool you can use to build an IT Help Desk. Spiceworks allows you to create a self-service portal that allows users to search for answers and solutions independently and organize and manage conversations. Automating manual tasks will give your IT team more time. You can create unique user portals and web pages if your business offers many IT clients. Spiceworks’ best feature is that it is completely free.
EngageBay is a great option to help small businesses, solopreneurs, and startups with a cloud-based support desk. The helpdesk is part of an all-inclusive solution that includes sales, marketing and customer service. This means your entire team will have access to the same centralized information about clients. EngageBay can even assign tickets to a service agent for cross-team assistance. Prefabricated answers or prewritten responses for frequently asked questions can help you save time. Some of the most intelligent service workflows include prioritizing tickets, assigning them, updating their status, and closing flags.
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Switching to a help desk is a major investment for your customer service representatives, clients and business team. You may want a long list of features, but it is important to consider the bigger picture when choosing a help desk. Make an informed decision and take your time. Choosing a product for your team that will work (and benefit your customers) can cost money.
Frequently Asked Questions about Help Desk Softwares for Customer Support
Help desk software for customer support is a specialized tool designed to streamline and enhance the process of managing customer inquiries, requests, and issues. It provides a centralized platform where support teams can efficiently track, organize, and respond to customer tickets or queries.
Help desk software offers several benefits for customer support teams. It helps improve response times, ensures consistent communication, enables efficient ticket management, automates repetitive tasks, provides analytics and reporting insights, enhances customer satisfaction, and allows collaboration among team members.
When choosing help desk software, consider features such as ticket management, multi-channel support (email, chat, social media), automation and workflows, knowledge base integration, customer self-service portals, reporting and analytics, team collaboration tools, and customization options to suit your specific support needs.
Yes, help desk software can be beneficial for small businesses as well. It helps streamline support processes, improves efficiency, and enhances customer satisfaction, regardless of the size of your organization. Look for solutions that offer scalability and pricing options suitable for small business budgets.
Yes, many help desk software providers offer cloud-based solutions, allowing you to access and manage your customer support system from anywhere with an internet connection. Cloud-based help desk software eliminates the need for on-premises infrastructure and provides flexibility and scalability for growing businesses.
To choose the right help desk software, consider your specific support requirements, budget, scalability, ease of use, integration capabilities with existing systems, customer reviews and ratings, and available customer support from the software provider. Requesting demos or trial periods to assess the software's suitability for your business can also be helpful before deciding.