Keeping customers and users happy is critical to most organizations' idea of success. 90% of customers believe an "immediate" response is "important" or "very important" when they have a customer service question. Help desk software is a suite of tools that enable you to provide information or support to customers with concerns, complaints or inquiries about your product or service. It is a platform that unifies queries from various customer-facing support channels, such as, live chat, email integration, web contact forms, phone, mobile and social media.
Help desk software greatly reduces the time it takes for a support agent to resolve customer issues. It streamlines tickets from a variety of platforms onto one, easy-to-use software. Rather than sifting through endless emails, voicemails, messages, texts, and posts, agents will have an organized system for providing above-and-beyond customer service.
How to Choose SaaS Help Desk Software?
It can be difficult to choose the best help desk software for your company when there is a plethora of options available. To help you make your choice, here are some features to consider when making your decision:
Ease of Ticketing
Most importantly, you'll want to determine whether the process of creating, routing, adjusting, and closing tickets is on par with what your business needs and expects. You should be able to create a ticket for a customer and route that ticket to the appropriate team or individual who can best address it. You should also be able to make modifications to the ticket as you gain more information on the customer's situation. And, once the problem has been fully resolved, you should be able to close the ticket and save it in your records as a resource for future inquiries.
Variety of Channels
You could adopt a separate help desk for each support channel you use, but that would be incredibly inefficient, confusing, and wasteful of funds. Rather, you'll want to find one software that can support all of your communication channels, including email, social media, SMS messaging, and VoIP.
Some questions are so fundamental that customers waste time contacting your support team for an answer. This is where it's helpful to have a self-service portal that gives users get quick answers to simple questions. And, a self-service portal doesn't just help your customers. It can also be used as an internal help desk, offering agents step-by-step guides to complex inquiries that can be easily copied and sent to customers. Rather than spending time rewriting the same troubleshooting steps, your reps will have a canned response ready to go for almost every service request.
Help desk software that can integrate with other apps like scheduling, project management, and internal messaging, is significantly valuable to your organization. Information that's gained through the help desk should be stored and available on every app that you use. Additionally, all data gained externally should be uploaded into your help desk so that your information is stored in one location.
Best Helpdesk SaaS Platforms
Helpdesk software let you manage customer queries, faster. Support is always a key to business success, and choosing the right helpdesk solution can turn frustration to happy customers. It leads to better customer satisfaction. It also helps your support team to handle issues, queries, feedback promptly. Let’s explore the following available solutions.
FreshDesk is one of the leading platforms when it comes to the customer service industry. It is cost-effective, quick, and easy to use. Also, it comes with excellent integration options and offers multiple ways to raise tickets. Customization is possible as per your brand needs.
What’s more, its mobile apps for Android and iOS are one of the most robust we’ve seen not just in the help desk space, but in the entire SaaS industry. Many mobile apps are a pared desktop version, but not Freshdesk’s, it lets you take the system and your data with you, wherever. There’s a fitting plan for freelancers, small businesses and enterprises. The vendor also offers a great free trial plan that lets you try out all the key features of the software first.
From ticket management automation to social media integration and self-service, the app covers the basics; it also features added useful tools, such as:
- Time-tracking to help you gauge agent performance
- A unified email that declutter your email messages with smart sorting and automated routing
- Powerful analytics to help you benchmark agent performance and other KPIs such as ticket volume, resolution time and recurring customer complaints.
Zendesk has all the elements of an efficient help desk app, including flexible ticketing management, multichannel support and advanced reporting and analytics. It also features a knowledge base and allows you to build communities. The app fits the needs of a small business but can scale to standard enterprise requirements.
A standout feature, hosting communities enhances the self-service portal. Customers can share and exchange answers in a structured forum, easing the burden off your agents’ shoulders. The self-service module also features a smart search tool and 24/7 access to guidelines and FAQs. You can use it for internal and external users. Other key features include mobile support, off-the-shelf integrations, group rules, macros, and automated processes.
HappyFox is a powerhouse in the helpdesk software category. It's easy to use, offers one of the most well-thought-out interfaces available, and has just about all of the helpdesk functionality you could need. One downside to HappyFox is that its pricing isn't as competitive as it once was—the entry-level Mighty plan runs $29 a month, which is roughly twice the starting point for paid tiers with Freshdesk and Zoho Desk, both of which also offer a free service level.
It comes with the automation tools to reduce the ticket workload and integrate with your favorite tools - Jira, Magento, Freshbooks, Baremetrics, GitHub, and many more. You can use Happyfox for HR, IT helpdesk, Marketing, Customer services, Facilities, and more.
LiveAgent is also a topnotch help desk solution with a comprehensive feature set, mainly its multichannel support. It pulls together live chat, email and social media to give your customers a choice they prefer when reaching out to you. The app is designed for small business, but can easily scale to enterprise requirements with features for gamification, web-embedded contact forms and a collaboration space.
Small teams can handle volumes of tickets daily with ease by leveraging the unified inbox and smart automation. All tickets are consolidated in one location, preventing missed tickets and allowing for quick spotting of overdue tickets. The app also integrates with your social media pages, mainly Facebook and Twitter; you can post, reply and manage these pages inside the system.
You can get it started from as low as $9 a month with LiveAgent to manage all your communication. With over 150 features, you can imagine it can fit almost any requirement.
Zoho Desk is a powerful support desk platform that has all the needed tools to boost any company’s customer support processes while improving reporting and agent productivity. The reports the system generates are very useful in monitoring agent performance, along with making data-driven decisions. It also delivers automation capabilities and multi-channel support, allowing users to deliver timely and accurate support to customers. Such capabilities can lead to better customer relationships and ultimately, increased earnings.
It is packed with many features like:
- Email, Telephony or live chat
- Automation – workflows, ticket assignment, escalations, etc
- Powerful reporting
- Customize everything
- Top-level security including GDPR
- Zoho has lately introduced Zia – an AI-based customer service solution.
Managing customer support is always challenging, and I hope above cloud-based helpdesk solution helps you to achieve customer success. There are as many tools as there are vendors in the market and finding the right one can be a tedious undertaking. But make no mistake, you really have to get one.
But don’t get all pumped up and reach for the one that has the most features. Get to know a tool’s functionalities first and see if they fit your needs. You can do this by reading user reviews and see first-hand how the tool performs in a real-life scenario. You can also find out for yourself by availing of free trials, which vendors usually offer. So, select the perfect tool for your needs and get started. Also, which tool do you use in your business? Please let us know in the comments section.