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Help Desk B2B Software That Makes Customer Service Easier

help-deskCustomers are what drive a business forward towards success. Therefore, it is only natural that business owners, managers, supervisors, and right down to the frontline staff, should take care of their clients and provide them with a customer service that is accessible, responsive, and helpful. With the proliferation of help desk systems and customer service applications, many businesses are now able to deliver streamlined  assistance and support to their clients via multiple channels such as live chat, phone support, email, and ticketing. Online communities and self help tools like knowledgebases and information portals also speed up customer support processes.

That being said, not all help desk software for business carry all the functionalities a company needs. As some enterprises cater to specific clients and have their own specific requirements, it is also ideal that their help desk platforms can provide specific tools and capabilities to get the job done. All top help desk software for business offered in the market today share a set of core components but for users to be able to get the most out of their help desk platform, it is critical that they pick a solution that satisfies both general and particular requirements right out of the box. It’s a smart decision to examine our B2B directory where you can find detailed reviews of various help desk platforms.

Do you have a B2B product you’d like to add to our listing?

If you are a vendor and have an interesting B2B product that hasn’t yet been listed on our review platform feel free to let us know about it. You can add your product to the listing here. Our experts will be happy to preapre a detailed review of your product free of charge. Here’s an example of a help desk software review by us.

1. Banckle Live Chat – Dedicated to Chat

Banckle-Chat

The live chat component is a standard for majority of help desk systems out there. But what makes Banckle Live Chat special is that it is hosted in the cloud, so there is no need to install anything and purchase additional hardware. Also, it is a fully packed live chat application that does more than just bridging business owners and their customers.

Banckle Live Chat offers users with full secure chat sessions with their web visitors, potential clients, and existing customers in real time, thus giving users the chance to increase sales while delivering customer support. The system receives messages even when the staff manning the chat channels is offline, allowing you to respond immediately once you go back on. All chat sessions are documented and stored in archives and can be accessed and retrieved for evaluation and analysis.

Banckle Live Chat has reporting tools that provides users with detailed information of their site’s visitors presented in charts for easy and fast comprehension of data. The platform can be manned by multiple operators simultaneously, enabling users to fully implement an interactive live chat support even when the site is experiencing heavy traffic.

The platform can be customized to give the chat rooms a branded atmopshere. Users can also monitor visitors’ activities while they are in the website.

Banckle Live Chat SmartScore and Customer Satisfaction

Our B2B experts reviewed Banckle Live Chat features, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Banckle Live Chat a score of 6.5/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 100%.

2. Kayako – Seamless Scalability

Kayako

Sometimes, expanding companies that need to graduate from their old customer service systems may find it hard to search for a solution that can fit into their system. But what if you have a customer support platform that can grow with your enterprise as you move along? Kayako answers such call.

Kayako has all the standard features modern businesses would want in a customer service product. That include self-service channels like portals, knowledgebases, and intuitive search engines. The platform also streamlines basic customer support operations such as auto ticketing and macro notifications. Users can communicate with their customers via phone, live chat, and email and seamlessly switch between channels . This capability empowers operators to choose the best tool for every scenario that requires topnotch support.

But scalability is perhaps Kayako’s greatest strength. It is designed to grow when you need more features and it can scale down when you want to tone down its performance to a certain level. It is a simple solution that can keep up with the demands of your business, pure and simple.

Kayako SmartScore and Customer Satisfaction

Our B2B experts reviewed Kayako functionalities, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Kayako a score of 6.8/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 95%.

3. VisionFlow – Flexibility and Internal Support

VisionFlow

Customer service is a huge aspect to cover as there are multiple fronts where you can engage your customers. VisionFlow helps you deliver quality customer service by enabling you to interact and respond to queries via several channels. Its flexibility is one of its vaunted assets as users can add modules on various facets of customer service, such as  Issue Tracking, Help Desk, CRM, Time Management, Document management, Product and Release management, Asset Management.

Another capability that exhibits VisionFlow’s flexibility is its internal support design, which provides companies with a help desk system within their organizations that their workers can access if and when they need more information and support for their products and services.

VisionFlow SmartScore and Customer Satisfaction

Our B2B experts created a full review of VisionFlow including its features, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave VisionFlow a score of 8.3/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 100%.

4. Veeva CRM – Made for Life Sciences Industry

Veeva

Veeva CRM is primarily intended to be a customer relations platform for the life sciences industry, with features developed to suit the needs of pharmaceutical organizations, healthcare companies, hospitals, and the like. But like most CRM software, Veera has customer service capabilities that allow user to perform seamlessly on improving their strategies, collaborating on projects, and improving their products and services without losing sight of their customers and their experience and satisfaction.

Scalability is also one its appealing attributes. Veera can be scaled up and down, depending on your needs and preferences, which means you can tweak the system to make it perform at optimal levels. Also, key indicators help you determine the progress of your business and measure the performance of your team.

Veeva CRM SmartScore and Customer Satisfaction

Our B2B experts prepared a detailed review of Veeva CRM analyzing its features, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Veeva CRM a score of 8.9/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 99%.

5. Samanage IT Service Desk – Asset Management

Samanage

Aside from being one of the most popular IT service desk solutions out there, Samanage also presents a platform that unifies support with top grade asset management capabilities. The cloud-hosted system helps users keep a tight watch on their customer support operations as well as their IT assets to ensure that the IT infrastructure is working fine and everything is smooth and seamless.

Samanage IT Service Desk is a dedicate IT asset management platform and is geared towards software companies, vendors, and software product support providers.

Samanage IT Service Desk SmartScore and Customer Satisfaction

Our B2B experts reviewed Samanage IT Service Desk features, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Samanage IT Service Desk a score of 9.0/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 98%.

Christopher Robinson

By Christopher Robinson

Christopher Robinson is a senior productivity research analyst who specializes in optimizing online collaboration and project management using Scrum and agile approaches. In his work, he always emphasizes the need for distributed work training and the formation of efficient work habits. His work was mentioned in various business publications, including Entrepreneur and InfoQ. He’s a strong proponent of the GTD model. He has been cooperating with the FinancesOnline team for 5 years now, and his publications always focus on practical aspects of productivity tools that can have an actual, transformative impact on a company.

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