5 Popular Help Desk Software Products And Their Key Business Benefits

Customer service is one of the important aspects of running a business. Happy customers are sure to come back for more and provide repeat business. They are also likely to spread the good word about your company. Therefore, it has become essential for companies to use a top quality help desk software product to automate and improve their customer support function. This article aims to help business owners by reviewing the main benefits of using five popular help desk software products. 

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 prepare a detailed review of your product free of charge. Here’s an example of a helpdesk software review by us.

1. nanoRep

nanoRep is an automated helpdesk and customer service tool that has been designed based on self-service experience. It offers relevant and personalized answers to maximize conversions and reduce support load. nanoRep helps brands to instantly answer correctly loads of questions and drive the obtained data back to customer analytics to get powerful business insights.

Key Benefits

• nanoRep supports communications in more than 34 languages without using multilingual personnel or manual translation services.
• It offers autocomplete and search-predicting capabilities in its self-service help desk.
• You can track trending and popular topics in FAQs.
• nanoRep allows customers to easily reach agents through chat or email.
• It seamless integrates with any chat software.

nanoRep SmartScore and Customer Satisfaction

Our B2B experts reviewed nanoRep features, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave nanoRep a score of 8.5/10, while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 94%.

2. Freshservice

Fresh Service is a cloud-based helpdesk application that helps businesses of all sizes to provide top rate customer service. It offers plug and play ITIL that complies with best practices without the need for expensive consultations.

What are the help desk software benefits offered by Freshservice? Its important features include a strong ticketing system, CMDB, asset discovery, and accessible knowledge base. The software’s capabilities include release management, change management, problem management, incident management, and vendor management.

Key Benefits

• Freshservice is easy to install, requires low maintenance, and can run on autopilot.
• Users can log in from any device, anywhere, and provide high quality IT service to their customers round the clock.
• Freshservice offers flexible pricing plans that are scalable and adjustable to the size of the business and user requirements.
• The application’s ticketing system is completely customizable with field templates.
• The tool provides proactive alerts, smart notifications, and service levels.

Freshservice SmartScore and Customer Satisfaction

Our B2B experts made a review of Freshservice helpdesk software features, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Freshservice a score of 7.5/10, while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 83%.

3. Freshdesk

Freshdesk is an intuitive cloud-hosted helpdesk application that offers robust features for top rate customer service. The software can be used both by small companies and large enterprises. Its main features include self-service portals, smart automations, integrated game mechanics to boost agent productivity, and multichannel capability. Plus, the product also offers standard features like help desk ticketing, community platform, and knowledge base.

Key Benefits

• You can label tickets quickly and accurately, and route them instantly to the right person for fast response and resolution.
• Automate your support functions, from dispatching tickets to resolution, and properly categorize, assign, and prioritize everything.
• Monitor customer posts about your product in social media and use the medium to address issues, build opportunities, and promote your product.
• Freshdesk intuitively offers answers from the knowledge base based on customer questions. This can help new agents to quickly find the correct answers.
• Support customers in all parts of the world using Freshdesk’s language and global time features.

Freshdesk SmartScore and Customer Satisfaction

Our B2B experts conducted a review of Freshdesk functionalities, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Freshdesk a score of 9.4/10, while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 98%.

4. Kayako

Kayako can be availed either as an on-premise or cloud-hosted helpdesk solution. The software puts all your customer service channels in a single place to make your customer support more efficient. Kayako is trusted by more than 30,000 organizations worldwide. It supports live chat, calls, email, and self-service options.

Key Benefits

• Kayako provides 24/7 customer service though its brandable support portal and knowledge base.
• It automates standard and repetitive service processes with auto-ticketing, notifications, macros, and easy sorting features.
• Businesses can use live chat on their website to address customer queries quickly and turn them into opportunities.
• Kayako offers 100 out-of-the-box reports to help you check for bottlenecks and trends.
• The tool can be customized with your corporate logo and colors. It also offers multi-brand support for large businesses.

Kayako SmartScore and Customer Satisfaction

Our B2B experts performed a detailed review of Kayako features, 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 97%.

5. LiveChat

LiveChat offers a simple and sleek interface that can be used for your live support, web analytics, and online marketing needs. The online helpdesk application allows businesses to chat with customers and clients on their website in real time. LiveChat also provides real-time website traffic monitoring and efficiency reports.

Key Benefits

• LiveChat helps you track the visitors logging in in real time.
• It generates reports on each help desk agent’s performance offering metrics such as number of chats, chat invitations, and time spent on each chat.
• LiveChat is offered in more than 30 languages.
• The tool offers a reliable and secure channel for communication, and can help to increase your successful transactions and average order value.

LiveChat SmartScore and Customer Satisfaction

A full review of LiveChat features, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave LiveChat a score of 8.1/10, while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 97%.

Conclusion

Use the free trial of the above reviewed tools to learn about their help desk software benefits and to check which one best suits your business needs. Click on the link to know more about the features of these and other help desk software products.

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.