This post is going to be based on the best help desk software review. I want to start telling you directly about it, but I want to clarify some important facts and aspects that are useful to know for any saas help desk software user. Whether you are a small-medium business owner you already know that starting any business involves operations and customer relationship management.
A customer is a crucial part of any business, so, therefore, customers’ issues should be too. As your business grows, you face internal and external issues that become a huge challenge to handle. That really affects the productivity and sales of any business and also affects the revenue as well.
However, there is a need for help desk software. We can create a direct line of communication between customers and the customer support team with help desk software. Hence It improves customer relationships, processes, and efficiency for everyone involved.
So let me introduce in brief what the help desk software is and its key points. On the basis of these factors and my personal review, I have already figured out the best helpdesk software I have listed all the major and popular help desk software in this post that is very useful.
What Is Help Desk Software?
Help desk software is likely the traditional customer support solution. This does not require any specific separate hardware configuration at your place. Security and maintenance are taken care of by the service provider. This is like an application that organizes all your in-and-out customer communication on a single platform.
Since It is really easy and helpful to keep track of customers’ queries and monitor support agents’ performance. It comes with many features like canned responses, ticketing, shared inboxes, reports, etc.
What Are the Important Aspects We Have To Consider While Choosing Any Help Desk Software?
When choosing any help desk software, we must consider its features, benefits, and types. 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, and interconnectivity.
Upgrading your manual support services to a help desk support service has many benefits. It saves us time that we would normally consume doing manual work. It provides a one-stop place for customer ticketing, so we do not get lost in the email chains. The benefits of the support help desk consist of internal and external transparency in communication. Also, ongoing learning while improving and contextual ticket routing that includes round-robin are also rules.
There are different types of help desk tools.
- open-source and closed source enterprise help desks,
- internal and external help desks,
- Enterprise help desks,
- on-premises, and cloud-based help desk software.
This is the list of the best five helpdesk software that will be useful in 2022.
1. Zendesk Support Suite
Zendesk is the industry’s most popular customer service software. It is a customer service system that uses time-saving techniques like triggers and automation to help streamline customer care. Where it consolidates a wide range of customer support contacts into a single database. It is simple to use because it is designed with customers and service desk workers in mind. 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. Another notable feature is surveys for customer satisfaction ratings. These come in pairs with analytics and performance dashboards to track ongoing performance. 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 center around creating an omnichannel ticketing system that acts as a central inbox for all client inquiries. Zendesk is one of the most popular help desk programs because of its detailed ticketing system.
2. HubSpot’s Service Hub
HubSpot’s Service Hub is a help desk that uses a shared inbox to capture, categorize, and track client tickets. It uses routing, automation, and prioritization 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. It provides a holistic, omnichannel experience. HubSpot products can be integrated with hundreds of apps, including Zapier, Eventbrite, TapClicks, Facebook, SurveyMonkey, WordPress, and more. If you use HubSpot CRM, you can connect customer profiles to Service Hub, offering your team even more context and insight.
3. 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, but that function is only available on the highest-tier plan.
Some useful features of the Zoho help desk
- Workflows, ticket assignments, escalations, and other automation features
- Reporting that is effective
- Email, phone, or live chat are all options.
- Everything can be customized.
- Recently, Zoho announced that Zia, an AI-based customer service solution, was recently announced as well.
- High-level security, including GDPR compliance
4. Kayako’s Help Desk Software
Kayako’s helpdesk software includes comprehensive, out-of-the-box features that allow 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 personalized 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.
5. Freshdesk Help Desk Software
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, prioritize, 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 a 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 allows 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 prioritizing and categorizing them.
- Manage your customer service requests from your smartphone. It has an app for both Android and iOS.
Hope this post will help you to choose the best help desk platform, I have personally reviewed them and recommended these 5 lists.