The pandemic has unleashed a whirlwind of disruptive trends that continue to reshape consumer behavior patterns, from the need for instant support to the rapid increase in the number of support issues. That said, businesses have to grab these challenges by the horn to maintain buoyancy in these challenging times and get an edge over the competition.
Fortunately, technology has delivered the perfect remedy—help desk software— right at your doorstep. The problem is, with the plethora of help desk innovations, it can be a daunting task to pick the right tool. Furthermore, the pandemic has galvanized people to perform their dealings online. This has led to an influx of people queuing on help desks to get their clarifications in order, which your software should accommodate.
To save you the hassle, we’ve prepared a list of the 10 best help desk software tools. We’ll discuss their benefits, key features, and suitability to different business operations. This way, once you’ve read our guide, you will have gained enough insights to select software that’s apt for your business.
The COVID-19 outbreak forced consumers to turn to the digital plane for many of their basic transactions. With more purchases comes a higher percentage of needing help with goods and services. This paved the way for a huge increase of people who avail of company help desks. Many businesses were caught off guard given all the other concerns, like sales and implementing new work schemes, that they have to resolve.
According to a recent study, around 12% of organizations are handling more than double the customer concerns they dealt with prior to the pandemic. This applies to industries that have established a strong digital presence. As such, many companies have invested in help desk software and other technologies to keep their workload under control.
However, having help desk software doesn’t automatically assure a business that all concerns will be taken care of. Agents should be aware of the preferences of their clientele in order to serve them properly. But having a reliable platform certainly helps. After all, 61% of customers want fast resolution of their concerns over anything else in every conversation. And the leading tools on the market are built to make this possible.
Source: Netomi's State of Customer Service 2020Designed by
But how does one go about choosing a help desk software? For starters, each solution should be evaluated by signing up for free trials when available. In doing so, one can test a product’s key features and potential benefits to the business. Business owners can also glean information regarding an app by reading review articles about them.
Zendesk is a comprehensive system that includes help desk tools, ticket management features, multi-channel communication options, and call center functionalities. With this platform, you can easily consolidate your support processes, streamline your workflows, and improve collaboration among agents. It even comes with self-service options, such as knowledge base creation, so that you can reduce the number of tickets in your queue while still being able to assist your customers.
Great for agile teams who want to proactively improve their customer support operations, Zendesk also comes with built-in reporting tools. These allow you to get in-depth insights into the performance of your agents as well as the efficiency of your processes.
Should you want to get a better understanding of how this platform works, you can sign up for Zendesk free trial.
Another nifty thing about Zendesk is that it has native iPhone, iPad, and Android applications. Meaning, you can access the platform even when you’re on the go and accommodate your customers 24/7. To top it all off, this platform is also built for scalability as it comes with open API capabilities that let it integrate with over 600 third-party applications.
Detailed Zendesk Review
Cloud-based Freshdesk is designed for small and large businesses. The software is built around important features such as multichannel capability, integrated game mechanics, multiple SLA policies, and self-service portals.
Standard features include ticketing, a community platform, and a readily accessible knowledge base. Using Freshdesk, customer support personnel can convert emails into tickets, which facilitates faster response times and more accurate service.
The vendor also offers a great free trial plan that lets you test all the important features of the software first.
The platform is embedded with capabilities like phone support, live chat, and game mechanics. It seamlessly integrates with customer relations management software and multimedia tools, which include Google Apps, YouTube, and Slideshare.
Freshdesk supports both Android and iOS-based applications, making for greater availability across all devices. It can automate the whole ticket management process, allowing for quick and accurate response to customer concerns. Its social media capabilities can monitor consumer posts about products, allowing customer service executives to nip potential problems in the bud before they get out of hand. This capability also enables businesses to promote their products through social media.
These are but some of Freshdesk’s key features and benefits. There are far more things that the app can do for your business. For those who need help desk solutions that work, Freshdesk is as good as they come.
Detailed Freshdesk Review
SysAid is a highly-scalable help desk solution designed for large businesses. This feature-rich software offers a configurable platform that includes asset management tools that meet help desk requirements.
Offering a unique set of modules designed to handle specific requests from end-users, SysAid gives you the flexibility to choose only the modules that you need for your work processes. A single module is all you need to get started, then you can add more modules as you grow your client base. Aside from being available for deployment on desktops, SysAid is also accessible from both iOS and Android-based mobile devices. As such, the system is available even when you are on the fly.
This platform, which includes a powerful incident and service request management module is an all-in-one IT service administration tool. Among its features are mobile device management, IT asset management, and mobile apps and industry benchmarking functionalities. SysAid gets more work done through smart help desk automation, which simplifies workflows while at the same time providing a smooth customer experience.
Detailed SysAid Review
Salesforce Service Cloud is a great help desk solution for growing businesses. It offers 360-degree customer views, robust contact management options, automatic email-to-case creation, as well as intelligent routing and auto-assignment tools. With this, companies can manage their customer support efforts in line with customer relationship management effortlessly, helping them forge stronger bonds with clients and leads.
Using this system, you have the power to automate repetitive tasks, such as checking agent availability and call routing. You may also leverage its CRM capabilities so that you and your agents get easy access to all customer details, including contact information, purchasing patterns, and previous interactions. This way, giving clients personalized customer service experience becomes simpler than ever.
Another great thing about Salesforce Service Cloud is that it is highly configurable and flexible. It can integrate seamlessly with other Salesforce products, Outlook and Google Apps integrations, and other business systems to further streamline your workflow. It even has a Lightning App Builder that lets you customize widgets and add-ons from scratch.
Detailed Salesforce Service Cloud Review
Cloud-based Freshservice is a platform designed to boost the customer service of just about any business. The software’s key features include a robust ticketing system, a knowledge base, CMDB, and asset recovery. It can automate any task associated with customer support.
One can customize the application’s ticketing system to suit business needs using the provided field templates. The system also features notification alerts, service levels and escalations, and proactive notifications. Also included is a plug-and-play ITIL, which eliminates the need for consultations as it adheres to best practices. A self-service portal, meanwhile, enables users to raise tickets, check older tickets, and browse the knowledge. This portal also allows customers to resolve issues and concerns on their own.
Freshservice also comes with a mobile app, which allows IT personnel to get the job done even if they are offsite. This feature permits teams to quickly resolve queries and complaints. End users are also given the capability to raise issues and request service from their mobile devices. Being cloud-based, the software is maintenance-free and is capable of securing data and automating the whole help desk apparatus. Finally, with its flexible pricing plans, the system attracts users from businesses of any size.
Detailed Freshservice Review
Zoho Desk is an omnichannel customer support software designed to help businesses deliver timely and quality support through chat, self-serve knowledge base, and ticketing. Easy and user-friendly, the Zoho Desk platform integrates with popular social media channels like Facebook and Twitter and provides your agents with a 360-degree view of a customer’s service request history. This means you can streamline your support operations and provide more efficient customer service.
Powered by Zoho’s AI, Zia, the system proactively triage support tickets so your agents and managers will always be on top of support requests and know exactly what they need to prioritize. With the AI feature, you can also analyze customer sentiments and easily spot anomalies in ticket traffic.
The platform also includes a plethora of automation features that can handle repetitive tasks and get the load off your agents. Automated workflows also ensure that your processes are consistent as your business operations grow. Zoho lets you customize processes in your workflow to suit your team’s requirements down to the last action. Plus, it becomes easier to spot bottlenecks in your workflow since you can see the where, who, and what of every action.
Detailed Zoho Desk Review
Wix Answers is a customer support platform designed to keep all support channels accessible from one place. Ideal for lean support teams that are tasked to handle a high volume of users, Wix Answers help resolve issues by providing efficient and flexible solutions.
The one-tab workspace is a unique feature of this software, which allows help desk agents to access the information and tools that they need from a single dashboard. This makes service delivery faster as switching between tabs is eliminated, as well as the endless searching through menus and panels. The shorter resolution time results in increased customer satisfaction, which positively affects the overall business.
The robust infrastructure of Wix Answers enables agents to view and manage all support requests from their inboxes. The information on every customer-agent interaction appears chronologically, which makes it easier for the agent to address customer requests and follow through faster. Even the AI-powered reply box automatically suggests articles that might provide additional support to customer inquiries.
Detailed Wix Answers Review
HubSpot Service Hub rides on the shoulder of its giant parent company HubSpot. Even though it’s the latest addition to HubSpot’s suite of products, the solution is already causing ripples in the customer service industry. Boasting a comprehensive set of tools, the platform helps SMBs provide first-class support experience that delights customers.
Some of its notable features include live chat, ticketing, conversational bot, conversation inbox, team email, NPS surveys, knowledge base, and meeting schedule. These tools help business owners organize and track communications, monitor and enhance customer experience, manage support teams, maximize efficiency, and facilitate customer self-service. Moreover, HubSpot Service Hub provides support goal setting and tracking to help businesses deliver exceptional services more consistently.
Most importantly, HubSpot Service Hub boosts agents’ productivity with automation features like canned snippets, email sequences, and email templates. With these tools, support teams can handle more customer questions quickly and close more deals via live chat. What’s more, the solution empowers agents to monitor customers’ history so they can deliver personalized responses. Most importantly, HubSpot Service Hub integrates seamlessly with popular business applications, including Zendesk, SurveyMonkey, Eventbrite, Slack, and more.
Detailed HubSpot Service Hub Review
Atera is a cloud-based solution designed for MSPs and IT service providers. It’s a powerful, all-in-one platform that combines help desk, remote support, RMM, billing, and reporting capabilities in one system. Renowned for its remote monitoring capabilities, the solution allows IT service providers to pinpoint issues before clients spot them. This way, they can analyze the root cause and resolve the issue remotely before it escalates.
The best part is that Atera offers a robust professional service automation (PSA) module. The module provides MSPs with four essential features, namely CRM tool, helpdesk and ticketing system, a knowledge base, and contract management capability. The helpdesk is a simple and intuitive, yet highly effective ticketing system for both on-site and helpdesk activities. IT clients can create tickets, which are sorted and prioritized based on their urgency. All tickets are managed from one place to optimize issues resolution and ensure no ticket is left unattended.
Moreover, IT businesses looking to centralize and share critical information will marvel at the Atera’s knowledge base. The knowledge base allows MSPs to create a library of articles with important and sensitive information. In doing so, it ensures that internal teams in an organization have access to the most up-to-date information. Even better, Atera excites MSPs with a powerful CRM module. This module helps manage all customers from one location. It ensures that managers have a 360-degree view of contracts, contracts, SLAs, devices, tickets, passwords, and other critical attachments.
Detailed Atera Review
NICE inContact CXone is a market leader in contact center software that provides digital-first services to elevate the customer experience. This intelligent software allows you to manage omnichannel routing, artificial intelligence tools, analytics workforce optimization, and automation in one platform.
Aside from providing call center teams with a full view of customer interactions, NICE inContact CXone helps them to become more productive and analytical. The platform maps every touchpoint in the customer journey, which gives agents and staff the right information at the right time. Once they are able to collect these data, they begin to identify drivers, pinpoint opportunities, and make informed decisions.
NICE inContact CXone has a phone and internet network available in over 150 countries that offer carrier-grade connectivity with guaranteed voice quality. This service aims to address the poor voice quality that keeps agents from providing the best experience to customers. Facilitating clear and crisp conversations ensures the provision of high-quality service.
Detailed NICE inContact CXone Review
If picking a help desk tool is a daunting undertaking for you, Zendesk ticks all the boxes. Our experts put all these tools to the test, and Zendesk came out on top in terms of functionality, intuitive interface, and flexible architecture. Zendesk enhances the significance of help desk tools in your everyday operations while making your help desk management team adaptive to the ever-changing dynamics between the business and the end-user.
However, if you intend to further navigate each of the items on this list, you will have to match each platform’s capabilities with your business needs and the nature of your clientele. Its perceived performance amid the effects of COVID-19 on your business should be factored in as well. As such, we have prepared a little guide on the features that you should consider.
An automation suite essentially enables help desk personnel to redirect inquiries and concerns to staff who can satisfy consumers’ problems. This function likewise ensures that no ticket gets unanswered at the soonest possible time through automatically generated notifications.
Meanwhile, a ticket management function is one of the most useful features of help desk tools. The feature enables support agents to answer customer calls and log such communications with ease. It also enables customer support staff to receive and answer feedback from customers via multiple digital channels.
Finally, the Reporting and Optimization function, which is, perhaps, the most important of the three, allows executives to capture important data on all critical areas of the help desk. It is through this feature that support managers gain an understanding of the current status of the organization’s help desk through which improvements may be formulated and subsequently executed.
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