Buyer help is a necessary perform for each enterprise. Nevertheless, small operations usually don’t have the assets to rent a full customer support crew to reply to each inquiry or concern. Fortunately, assist desk software program will help you automate this course of so you’ll be able to maintain enterprise over the telephone, e mail, web site, and different channels. These instruments are designed to assist your crew get extra carried out and scale with you as your online business grows.
What’s Assist Desk Software program?
Assist desk software program is a software that serves as the primary level of contact between an organization and its clients or staff needing help. It’s designed to assist companies handle, set up, and reply to service-related inquiries effectively. When somebody runs right into a technical drawback or has a query, the software program logs it as a ticket, which might then be tracked and resolved by help brokers.
This software makes the help crew’s job simpler by organizing tickets, automating routine duties, and permitting clients to seek out their very own solutions by way of self-service choices. It’s additionally geared towards enhancing communication with clients by offering options like stay chat.
Furthermore, it will possibly work hand-in-hand with different enterprise programs, akin to buyer relationship administration (CRM). Ultimately, it’s all about fixing issues sooner and higher, holding clients blissful, and giving companies a transparent view of how they’re doing in help.
Our Methodology for Selecting the Greatest Assist Desk Software program
Choosing the right assist desk software program is important for small companies that intention to ship distinctive customer support. Right here’s our methodology for evaluating the best assist desk software program choices:
Ticketing System Effectivity (10/10)
The core of any assist desk software program is its ticketing system. We search for strong programs that may successfully categorize, assign, and handle tickets with ease.
Multi-Channel Help (9/10)
A superb assist desk resolution ought to supply help throughout a number of channels akin to e mail, chat, social media, and telephone, offering clients with numerous avenues to hunt help.
Automation and Workflow Capabilities (8/10)
We worth software program that automates routine duties and streamlines workflows, akin to assigning tickets to the suitable agent or sending follow-up emails.
Data Base Performance (9/10)
A complete, easy-to-update information base is essential for enabling clients to seek out solutions rapidly and decreasing the variety of help tickets.
Customization and Scalability (8/10)
The software program must be customizable to suit the precise wants of a enterprise and scalable to develop with the enterprise.
Reporting and Analytics (9/10)
Insightful analytics and reporting instruments are important for monitoring customer support efficiency and figuring out areas for enchancment.
Consumer Expertise for Brokers (8/10)
We contemplate the consumer expertise from the attitude of help brokers. The interface must be intuitive, minimizing the training curve and growing productiveness.
Integration with Different Enterprise Instruments (7/10)
Assist desk software program that integrates seamlessly with different enterprise programs, like CRM or venture administration instruments, can considerably improve effectivity.
Price-Effectiveness (7/10)
Inexpensive pricing with out compromising on important options is vital for small enterprise budgets.
Buyer Help and Neighborhood (7/10)
Good vendor help for the software program itself, together with a powerful consumer neighborhood for recommendation and greatest practices, is very helpful.
By making use of these standards, we intention to advocate assist desk software program that not solely helps small companies reply to buyer inquiries successfully but additionally enhances total buyer satisfaction and loyalty.
20 Assist Desk Software program Choices for Buyer Help
The best assist desk software program will embody an efficient ticketing system and supply an awesome buyer expertise. Listed here are 20 service desk choices to contemplate for your online business.
1. Zoho Desk
Zoho Desk presents an omnichannel assist desk software program with buyer help for telephone, e mail, web site, chat, and social media.
You can even automate repetitive actions like buyer notifications and scheduling. Zoho Desk additionally supplies an AI-powered assistant to identify anomalies and analyze buyer interactions in case additional motion is required. And you’ll add a information base and FAQ to assist clients reply a few of their very own customer support questions.
As a part of the Zoho ecosystem, this platform additionally integrates with a wide range of different instruments, from Zoho CRM to Microsoft Groups.
Zoho Desk presents a free plan that helps e mail inquiries for as much as three brokers. The paid plans vary from $12 to $35 per agent per 30 days and supply superior options like multi-department ticketing and buyer happiness scores. There’s additionally a 15-day free trial out there.
2. Freshdesk
Freshdesk is a buyer help software program from Freshbooks. The assistance desk platform supplies ticket administration help throughout platforms like e mail, internet, telephone, and social media. Freshdesk additionally presents straightforward to make use of automation options to assist groups set processes for advanced workflows. For instance, you should use no-code bots to reply widespread buyer inquiries. And Freshdesk presents a full community of companions and third celebration apps like Shopify, Workplace 365, and Slack.
So you’ll be able to simply reap the benefits of the instruments you already use. And this permits customer support groups to customise the platform to their wants and scale with ease.
Freshdesk presents a free plan that helps limitless brokers with e mail and social media ticketing.
Paid plans vary from $15 to $99 per agent per 30 days. And so they supply superior options like automation, time monitoring, and spherical robin routing. There’s additionally a 21-day free trial out there for all options.
3. Zendesk Help
Zendesk presents buyer help software program for each gross sales and repair. The platform presents helpdesk help throughout a wide range of channels, together with messaging apps and voice chat. You can even combine a assist heart and neighborhood discussion board to empower clients to allow them to reply their very own inquiries by way of a self service portal. And for the circumstances the place clients do want to succeed in out, Zendesk supplies AI powered bots and different automation options that present conversational help.
The bottom plan for Zendesk for Service is $49 per agent per 30 days. That features an omnichannel ticketing system, single self service information base, and as much as 50 AI automated responses. There are additionally plans for $79 and $99 per agent per 30 days.
These supply superior choices like multilingual help and built-in neighborhood boards. A free trial is on the market for all plans.
4. ServiceDesk Plus
ServiceDesk Plus is an IT assist desk resolution from ManageEngine. The software program is on the market in each cloud and on-premises variations. It permits IT groups to create greatest practices utilizing ITSM workflows and consists of code free customizations and good automation options.
ServiceDesk Plus integrates with a wide range of enterprise instruments like Outlook, Jira Service Desk, and Microsoft Groups to create clean processes.
ServiceDesk Plus plans vary from $495 to $1,195 yearly, with add ons out there to boost the expertise much more. You can even get a customized plan tailor-made to your IT help crew’s particular wants.
5. HelpDesk
HelpDesk payments itself as a easy ticketing system for groups. It can save you time on buyer help duties by managing all e mail communications inside a single app. The shopper help system converts emails into tickets, helps crew collaboration, and automates repetitive duties.
This assist desk resolution at the moment solely helps e mail communication. However you’ll be able to combine it with different instruments like LiveChat to allow multi channel help.
The bottom plan for HelpDesk begins at $4 per agent per 30 days and features a shared inbox, experiences, and collaboration instruments. The crew plan is $19 per agent per 30 days and helps superior options like a number of mailboxes and LiveChat integration. You can even request a customized quote primarily based on your online business’s wants. And there’s a 14-day free trial choice for the crew plan.
6. Reside Chat
Reside Chat is a web-based customer support software program that helps buyer interactions by way of e mail, textual content, messenger apps, and web sites. The answer makes use of automated chat bots to supply solutions to widespread buyer points.
However it will possibly additionally direct advanced inquiries to buyer help groups or gross sales representatives. So you’ll be able to create personalized processes to enhance a big selection of buyer experiences. Reside Chat additionally integrates with greater than 200 third celebration instruments and apps, like Fb Messenger, Hubspot, and Google Analytics.
Reside Chat plans vary from $15 per agent per 30 days for small companies and residential places of work to $50 per agent per 30 days for companies with full customer support departments. You can even request a quote for a customized enterprise plan. And upgraded plans include a 14-day free trial.
7. Jira Service Desk
Jira Service Desk is an IT assist desk resolution from Atlassian. The software permits IT groups to deal with service requests from each groups and clients. You possibly can configure a self service portal to empower crew members to allow them to discover assist rapidly. And Jira Service Desk supplies a single dashboard to streamline duties associated to IT help. It even integrates with instruments like Slack and Microsoft Groups to permit staff to request help within the platforms they already use.
There’s a free assist desk software program out there for as much as three brokers and one web site. Paid plans vary from $20 to $40 per agent per 30 days.
They embody additional options like service standing pages and audit logs. And so they help as much as 5,000 help brokers. You can even request customized enterprise pricing.
8. Salesforce Service Cloud
Salesforce Service Cloud supplies a seamless digital customer support expertise. It helps interactions throughout any channel and even helps name heart service. It additionally consists of AI options and presents the power to automate clever workflows.
In fact, Salesforce additionally presents CRM and a wide range of different buyer communication and administration instruments. So integrations with these platforms is seamless.
The bottom plan is $25 per consumer per 30 days and consists of case administration, service console apps, and a information base. Extra superior plans vary from $75 to $300 per consumer per 30 days and embody further options like service contracts and 24/7 help. Free trials can be found with each plan.
9. HappyFox
HappyFox presents an all-in-one buyer help and ticketing system. The assistance desk software program supplies a single dashboard for managing e mail, telephone, chat, and internet requests. There’s additionally a wise guidelines engine that lets you simply outsource easy, repetitive duties. And you’ll create your personal workflows and fields to customise the method to the wants of your online business. Actually, HappyFox presents assist desk options that may work for fundamental buyer help, IT operations, HR, and advertising and marketing.
Pricing is personalized primarily based on every firm’s particular wants and the dimensions of the help crew. You can even request a demo to see every plan in motion.
10. Vivantio
Vivantio is a versatile and scalable customer support administration platform. The API platform permits every buyer help crew to create greatest practices, permissions, and duties primarily based on their very best processes.
So you’ll be able to primarily create a assist desk that’s fully personalized to your small enterprise. You can even streamline and automate duties to save lots of time on repetitive motion.
The worth plan begins at $42 per consumer per 30 days and consists of easy SLAs, branded self service portals, and a cellular version. Upgraded plans vary from $52 to $142 per consumer per 30 days and have superior choices like ITSM performance and world help.
11. Hubspot Service Hub
Hubspot Service Hub is a customer support software program inside Hubspot’s advertising and marketing and gross sales platform. The platform unites entrance workplace groups inside a single dashboard. It’s powered by CRM know-how.
So each buyer interplay is included in a single view. And there are many crew administration options that will help you management issues like permissions and availability throughout your online business.
Hubspot’s starter plan for its customer support platform begins at $45 per consumer per 30 days. It consists of options like ticketing, calling, stay chat, crew e mail, and easy automation. The skilled and enterprise editions are priced at $360 and $1,200 per 30 days respectively.
12. ManageEngine
ManageEngine presents an IT operations and repair administration platform. The corporate presents an array of assist desk options, together with community and server administration, cellular machine administration, distant work administration, and assist desk administration.
So you’ll be able to customise the expertise to suit the precise wants of your IT help crew. In terms of the assistance desk software program particularly, you get entry to an internet primarily based resolution that tracks and manages buyer tickets multi function location.
Each ManageEngine resolution might be bought individually. So pricing varies extensively relying on the precise options you want. Free trials and demos can be found for each product.
13. Agiloft
Agiloft is a contract lifecycle administration resolution. The corporate presents an array of options. However the buyer help resolution supplies a versatile choice. You possibly can automate workflows and create self service portals to save lots of groups time and supply higher buyer help.
There are answers constructed for companies from particular industries, from healthcare to schooling. All options supply the power to customise functions and capabilities with out coding utilizing ITIL and ITSM protocols. And as an agile resolution, it’s out there in each cloud primarily based and on-premises variations.
Pricing begins at $45 per consumer per 30 days. And the service desk software program is on the market with fully customized options. So you’ll be able to create the plan that matches each your wants and finances.
14. TeamSupport
TeamSupport presents a service desk software program particularly for B2B companies. The corporate makes a speciality of offering higher buyer help for firms within the pc {hardware}, software program, and IT areas.
Options embody ticket administration, collaboration capabilities, stock, and customer support administration. Along with offering instruments for buyer help groups, the software additionally supplies insights to assist groups calculate ROI and make selections that enhance buyer satisfaction.
The assistance desk software program begins at $50 per consumer per 30 days. That features a ticket administration platform that assigns, tracks, and manages customer support requests. There’s additionally an enterprise plan for $69 per agent per 30 days that automates duties like addressing product bugs and have enhancements.
15. LiveAgent
LiveAgent is a assist desk software program that mixes an enormous array of buyer communication choices in a single dashboard. Along with the fundamentals, there are alternatives for offering service on boards, video calls, and apps like Slack.
The stay chat choice is native to the platform. So it has an intuitive interface and supplies a streamlined course of that saves groups time. There are additionally automation choices like ticket assignments, including tags to a ticket, and setting distinctive guidelines.
The essential ticketing resolution prices $15 per consumer per 30 days and supplies service desk help through e mail. The assistance desk software program that features e mail and chat prices $29 per agent per 30 days. And the all-inclusive model prices $39 per consumer per 30 days.
There’s additionally a free plan out there that gives one customer support portal with e mail, telephone, and chat help and a 7-day ticket historical past.
16. Hiver
Hiver supplies a shared inbox and helpdesk hosted in Gmail. That is good for groups that already use Gmail and wish to present a service desk for purchasers with out having to study a brand new platform.
You possibly can create classes throughout the shared bill to designate which messages have been addressed, assigned, or closed. Groups may delegate particular duties and add notes to every buyer interplay. Hiver even supplies metrics that will help you measure crew efficiency and enhance buyer experiences.
Plans vary from $7 to $57 per consumer per 30 days. Essentially the most fundamental plan supplies one shared inbox for as much as ten customers. The upgraded plans present options like customized consumer roles and auto assigning. There’s additionally a 14-day free trial out there.
17. WixAnswers
WixAnswers supplies a unified buyer assist desk software program that features tickets, chats, calls, and information bases. The self service choice lets you create assets like FAQs and video guides so clients can discover the solutions they want instantly. And the service desk platform retains all interactions with every buyer organized on one web page. So your crew at all times has entry to details about previous contacts.
You possibly can even use analytics instruments to study concerning the points clients care about and recommend enhancements to your crew.
The self-service choice, which features a single information hub for crew members and clients, prices $24 per agent per 30 days. The decision heart help resolution prices $56 per consumer per 30 days. Multi-channel help begins at $60 per consumer per 30 days. And the limitless plan prices $80 per consumer per 30 days. Free trials can be found with all plans.
18. Intercom
Intercom is a assist desk software program and relationship administration platform in a single. It consists of stay chat, e mail help, and messaging. You can even automate sure capabilities utilizing options like bots and product excursions. So in case your clients have to study one thing about one in all your choices, they are able to reply their very own questions rapidly due to the assets you present.
Intercom presents assist desk software program for companies of all sizes. The choices for very small companies begin at $59 for chat and outbound messaging. The choice for rising companies begins at $119 per 30 days and consists of choices for e mail and self service help.
19. Entrance
Entrance presents a collaborative inbox for managing assist desk inquiries from a number of sources. Entrance focuses on the precise buyer. So there are not any ticket numbers, canned responses, or impersonal options. Along with the inbox that brings in inquiries from chat, e mail, and extra, the service desk supplies analytics to assist your online business enhance relationships with clients over time.
For instance, you’ll be able to see what number of messages it usually takes to resolve a problem and discover out the subjects which are requested about most frequently. This will help you make adjustments like integrating widespread solutions right into a self service portal so clients can get solutions rapidly.
The starter plan prices $19 per consumer per 30 days and helps groups of as much as 10 with e mail, SMS, and social media help. There’s additionally a free trial out there. The prime and enterprise variations value $49 and $99 per consumer per 30 days, respectively.
20. Cayzu
Cayzu supplies a cloud primarily based assist desk resolution that permits you to monitor conversations from a number of sources in a single place. The assistance desk consists of an intuitive interface and automation options that will help you create time saving workflows and processes.
You possibly can even create a branded self service portal and information base, help communication from cellular apps, and entry analytics to enhance enterprise communications over time. Cayzu is on the market throughout a number of verticals, together with IT providers, advertising and marketing companies, and building firms. There’s additionally a basic SMB model that’s designed to make small helpdesk groups extra environment friendly.
Cayzu’s fundamental plan begins at $4 per agent per 30 days and consists of e mail, social, an internet widget, and self service information base. Different plans vary from $9 to $39 per 30 days and embody superior choices like customized fields and asset administration. All plans additionally include free trials. And pricing is calculated primarily based on variety of customers. So you may get a decrease per-agent value by signing up with a bigger crew.
The Greatest Assist Desk Software program Abstract
| Software program | Key Options | Pricing | Free Plan/Free Trial |
|---|---|---|---|
| Zoho Desk | Omnichannel help, AI assistant, automations, information base integration | $12 to $35/agent/month | Free plan for as much as 3 brokers, 15-day trial |
| Freshdesk | Ticket administration, no-code bots, companion community integration | $15 to $99/agent/month | Free plan out there, 21-day trial |
| Zendesk Help | Omnichannel ticketing, self-service information base, AI automated responses | Begins at $49/agent/month | Free trial out there |
| ServiceDesk Plus | ITSM workflows, code-free customizations, good automation, integration with enterprise instruments | $495 to $1,195 yearly | N/A |
| HelpDesk | Converts emails into tickets, helps collaboration, automates duties | $4 to $19/agent/month | 14-day trial for crew plan |
| Reside Chat | Automated chat bots, integration with third-party instruments, helps numerous communication channels | $15 to $50/agent/month | 14-day trial out there |
| Jira Service Desk | IT service administration, self-service portal, integration with Slack/Microsoft Groups | $20 to $40/agent/month | Free plan for as much as 3 brokers |
| Salesforce Service Cloud | Multichannel help, AI options, workflow automation | $25 to $300/consumer/month | Free trials out there |
| HappyFox | Unified ticketing system, good guidelines engine, customizable workflows | Customized pricing | Demo out there |
| Vivantio | Customizable platform, ITSM performance, world help | $42 to $142/consumer/month | N/A |
| Hubspot Service Hub | Unified CRM-powered platform, ticketing, stay chat, automation | $45 to $1,200/month | N/A |
| ManageEngine | IT operations and repair administration, community/server administration, assist desk administration | Varies by product | Free trials and demos out there |
| Agiloft | Contract lifecycle administration, customizable with out coding, cloud-based and on-premises choices | Begins at $45/consumer/month | N/A |
| TeamSupport | B2B focus, ticket administration, collaboration instruments, stock and buyer database | $50 to $69/agent/month | N/A |
| LiveAgent | Intensive communication choices, native stay chat, ticket historical past | $15 to $39/agent/month | Free plan with restricted options |
| Hiver | Gmail-hosted shared inbox and helpdesk, e mail categorization, efficiency metrics | $7 to $57/consumer/month | 14-day trial out there |
| WixAnswers | Unified assist desk, self-service choices, built-in buyer help throughout a number of channels | $24 to $80/consumer/month | N/A |
| Intercom | Relationship administration, stay chat, e mail help, messaging, automation | Begins at $59/month | N/A |
| Entrance | Collaborative inbox for a number of sources, customer-centric, analytics | $19 to $99/consumer/month | Free trial out there |
| Cayzu | Cloud-based assist desk, multi-source monitoring, branded self-service portal, cellular help | $4 to $39/agent/month | Free trials out there |
How Assist Desk Software program May Profit Your Enterprise
For those who’re contemplating methods to raise your online business operations, integrating assist desk software program may very well be a game-changer. Right here’s how this software can particularly profit your enterprise:
- You’ll supply stellar buyer help by holding monitor of each inquiry with a dependable ticketing system, guaranteeing your shoppers at all times really feel heard and valued.
- Your response occasions will get a major enhance because the software program swiftly funnels buyer inquiries to the best crew members, resulting in sooner and extra correct resolutions.
- Say goodbye to scattered knowledge; assist desk software program centralizes all buyer communication, providing you with a unified view that may strengthen your buyer relationship administration.
- Think about reducing down on the mundane duties that eat up your day. Automation options inside assist desk software program can maintain these, liberating you as much as sort out extra advanced points and innovate.
- Data is energy, and the detailed experiences from assist desk software program arm you with actionable insights on buyer tendencies, service effectivity, and satisfaction ranges, enabling you to refine your methods with precision.
Which assist desk help software program is greatest in your clients?
The shopper help software program that’s greatest in your clients will depend on the sorts of inquiries you usually obtain. If clients contact you utilizing a wide range of retailers, a full service resolution like Zoho Desk or Freshdesk is prone to be the most suitable choice. For those who’re offering a particular kind of help — for IT points maybe — go for a extra focused resolution like Jira Service Desk or ManageEngine. Those who wish to concentrate on straightforward to make use of or self service options might choose for easy options like Hiver or HappyFox.
What assist desk software program does Microsoft supply?
Microsoft doesn’t supply a standalone assist desk software program. However there are alternatives out there which are included or capable of join with numerous Microsoft platforms. For instance, Microsoft Dynamics 365 presents assist desk performance inside its suite of enterprise functions. And Microsoft AppSource presents entry to 3rd celebration apps like HelpDesk and Assist Desk Plus, that are hosted on Microsoft SharePoint.
What options ought to I search for in assist desk software program?
Choosing the proper assist desk software program requires contemplating how your online business often interacts with clients. So it’s a good suggestion to look at your present customer support processes and listing the options which are most important earlier than getting began. Nevertheless, there are some capabilities and concerns that are typically vital for many companies. Listed here are among the particular options you may search for in a assist desk resolution.
- Multi-channel help: How do your clients usually contact you? In the event that they primarily use e mail and telephone, many helpdesk options present help for these platforms. In the event that they use social media, make sure you select a software that integrates these websites. In case your clients need solutions quick, stay chat is a should. Many instruments combine all of those choices and extra.
- Automation: Automation options are designed to save lots of time on repetitive duties or inquiries. These might embody issues like chatbots to reply to widespread inquiries or the power to set processes utilizing customized workflows.
- Simple to make use of: Your assist desk software program is barely going that will help you enhance buyer satisfaction in case your crew understands the best way to use it. One of the simplest ways to check this function is by requesting a free demo or trial. Search for an intuitive interface and options that don’t embody sophisticated processes like coding.
- Customizable: Many assist desk instruments present the power to customise the expertise by way of app integrations and customized processes. Search for choices that combine with the instruments you already use to optimize adaptability.
- Cloud and on-premises performance: Some helpdesk options can be found as cloud primarily based instruments. Others might be downloaded to on-premises servers. This merely will depend on the way you usually retailer software program and for those who want choices for distant help.
- Self service options: If you may get clients to reply their very own inquiries, it saves time for them and your crew. Many helpdesk options help you create a information base or different assets that they will use to reply FAQs or deal with widespread points.
- Price range: There are some free assist desk software program choices for companies with small groups. However many require month-to-month plans. Remember the fact that you’re investing in your capacity to enhance buyer satisfaction. But it surely’s nonetheless vital to decide on a software with reasonably priced month-to-month funds.
What’s the greatest free assist desk software program?
There are a number of assist desk help options that provide free variations for small enterprise customers, with Zoho Desk and Freshdesk usually providing essentially the most helpful options. Zoho Desk’s free plan consists of help for e mail inquiries for as much as three customer support brokers. And Freshdesk’s free choice helps e mail and social media ticketing for limitless brokers.
What’s a assist desk ticketing system?
A assist desk ticketing system is a sort of software program that collects and organizes all customer support interactions. These might embody e mail, telephone, stay chat, and even social media inquiries. The software program particulars every interplay and assigns duties to ensure every concern is addressed by the crew.
What’s ITIL and why is it vital for assist desk software program?
ITIL stands for IT Infrastructure Library. It refers to a set of processes for managing IT providers. In a assist desk software program, this includes making a single level of contact for managing all interactions. This offers customer support groups entry to set processes for coping with all inquiries, whether or not they come through telephone, on-line, or different sources.
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