This post is going to be based on the best Saas Help Desk software review, but before I will start telling you directly about it. I want to clear some important facts and aspects that are useful to know before using any Saas help desk software.
When you start your business, this involves operations and customer care. A customer is a crucial part of any business so therefore customers issue or request should too. As your business grows you face internal and external issues that become a huge challenge to handle and then a need for help desk software arises.
Through help desk software we can create a direct line of communication between customer and the customer support team that improves customer relationship, process and efficiency for everyone involved.
So first let me introduce in brief what is the help desk software and its key points. On the basis of these factors, I will figure out the list of the best helpdesk software.
What is SaaS help desk software?
SaaS help desk software is likely the traditional customer support solution but it is not hosted on your server at your location else it is delivered over the internet similar to any website. This does not require any specific separate hardware configuration at your place but all the security and maintenance done by the service provider.
This is like an application that organizes all your in and out customer communication in a single platform. That is really easy and helpful for the company managers who can keep track of customers queries and monitor support agents performance. It comes with many features like canned response, ticketing, shared inboxes, reports etc.
What Are The Important Aspects We Have To Consider While Choosing Any Saas Help Desk Software?
For choosing any help desk software we must consider its features, benefits and types of it. Features that include systematic handling of customer questions and issues, tracking and analytics,automation, apps, integrations, multi-channel support and self-service capabilities. It should also consist of ease of use, scalability, flexibility, interconnectivity.
Upgrading your manual support services to a saas help desk support services has many benefits. It saves time that we consume doing manual work. It also provides a centralized place for customer ticketing else we lost in the email chains. Benefits of support help desk consist with internal and external transparency in communication, ongoing learning while improvement also contextual ticket routing that include round robin algo rules.
There are different types of help desk tools, like open source and closed source enterprise help desks, Internal and external help desks, Enterprise help desks, on-premise and cloud-based help desk software.
The list of best 5 helpdesk software that are useful in 2022.
Zendesk Support Suite
Zendesk is the industry’s most popular customer service software. Zendesk is a customer service system that uses time-saving techniques like triggers and automation to assist streamline customer care. It consolidates a wide range of customer support contacts into a single database and is simple to use because it was designed with customers and service desk workers in mind. Great customer support begins with the right tools, and Zendesk has everything you’ll need to give your customers the best experience possible. At any scale, it boosts customer happiness by 25% and agent productivity by 30% on average.
Web widgets, the option to search a customer’s history, and predetermined ticket responses are among the elements that provide for an effective workflow. Integrated surveys for customer satisfaction ratings, paired with analytics and performance dashboards to track ongoing performance, are another notable feature. It features a broad feature set and a strong security strategy. Its ticketing administration system allows for a great deal of fine-grained ticket control.
You may connect with clients via any channel using the Support Suite (email, chat, voice, and even social messaging apps such as Facebook Messenger, WhatsApp, Apple Business Chat, and others), while maintaining all of the interactions and important context in one place for your agents. Zendesk’s products are centred on creating an omnichannel ticketing system that acts as a central inbox for all client inquiries. Zendesk is one of the most popular help desk software because of its detailed ticketing system.
HubSpot’s Service Hub
HubSpot’s Service Hub is a help desk that uses a shared inbox to capture, categorise, and track client tickets. It uses routing, automation, and prioritisation to speed up the ticketing process for your service workers. Though HubSpot is most known for its marketing and sales tools, they recently developed HubSpot Service Hub, which is a support tool. It’s help desk software with most of the expected features, such as a shared inbox and reporting tools.
Furthermore, HubSpot’s Conversations tool can accept tickets from online forms, email, and even live chat. For a holistic, omni-channel experience, HubSpot products can be integrated with hundreds of apps, including Zapier, Eventbrite, TapClicks, Facebook, SurveyMonkey, WordPress, and more. You can connect customer profiles to Service Hub if you use HubSpot CRM, offering your team even more context and insight.
Zoho Help Desk Software
50,000 clients worldwide use Zoho Help Desk Software to improve agent efficiency, establish loyalty, and raise customer satisfaction. Although most people are familiar with Zoho as a CRM software, it also offers help desk support and ticketing system solutions. A shared inbox, phone integration, and chat are just a few of the features available in Zoho Desk.
In addition, Zoho Desk has a robust set of integrations to connect with the rest of your tech stack. There are team management capabilities such as time monitoring available for larger teams. Finally, they have AI options such as chatbots that you can use for self-service, however that function is only available on the highest-tier plan.
Some useful features of the Zoho help desk
- Workflows, ticket assignment, escalations, and other automation features
- Reporting that is effective
- Email, phone, or live chat are all options.
- Everything can be customized.
- Zia, an AI-based customer service solution, was recently announced by Zoho.
- High-level security, including GDPR compliance
Kayako’s help desk software
Kayako’s helpdesk software includes comprehensive out-of-the-box features that allows customer support teams to quickly start managing requests and discussions received via any channel. Kayako, unlike other help desk software, gives you a full picture of your customer’s journey so you can understand where they’re coming from. Even before a customer contacts you for help, your team will be aware of every engagement they’ve had with your company and the troubles they’re having. It provides outstanding customer assistance in a variety of languages via live chat, email, Facebook, and Twitter. It’s ideal for SMBs looking for a fully integrated cloud-hosted help desk to get up and running quickly with customer assistance.
Your team has access to all of the information they need to offer a personalised and connected customer experience. The shared inbox tool in Kayako’s help desk software makes managing customer discussions simple. Your customer support staff can stay on top of open issues and automatically allocate discussions to the right people using custom views, tags, and conversation assignments.
When it comes to customer support platforms, FreshDesk is one of the most popular. It is inexpensive, quick, and simple to use. Freshdesk is a good option for teams that only need help desk capabilities. Employees and customers alike will benefit from the self-service site.
Freshdesk uses a common inbox to make it simple for agents to access, assign, prioritise, and merge requests. These tickets may be obtained by email, phone, live chat, websites, Facebook, and Twitter, guaranteeing that no queries go unanswered.
It has few additional capabilities, such as advanced reporting and the option to send customer satisfaction surveys after a ticket is closed, but they are only available on their higher-tiered services.
Freshdesk also integrates with apps such as MailChimp, Shopify, Office 365, Loyal Guru, and others. It also allow your team to access all of their customer support resources in one place. Customers can participate in community forums and browse the knowledge base, while staff can get feedback using the same interface.
The following are some of the characteristics:
- Repetitive helpdesk tasks are automated.
- As a team, they solve problems.
- Support for multiple channels
- Efficiency should be measured and improved.
- Personalization and safety
- Create forums and other consumer self-service platforms.
- Keep a record of discussions by prioritising and categorising them.
- Manage your customer service requests from your smartphone. It has an app for both Android and iOS.