Customer inquiries are commonly submitted through a variety of methods, such as email, phone, and social media.
Staff can use help desk software to develop information portals on the company’s website and use a ticketing system to manage and answer client inquiries. Client care teams utilize help desk solutions to streamline the support process and collect data on customer involvement across all communication channels.
Additional self-service, social customer service connectors, or live chat software modules may be included in help desk software, or they may be available on their own to provide a complete customer service experience.
Those who focus solely on customer support tickets frequently integrate or run alongside these other customer interaction tools.
A product must meet the following criteria to be considered for the Help Desk category:
External consumer inquiries should be organized into tickets for support agents.
Inquiries from emails and a customer portal are combined.
Assign tickets to support agents so that they can respond quickly.
Best Help Desk Software
1. Zendesk Support Suite
It’s difficult to give help across multiple channels, but your consumers don’t need to know. The Support Suite enables your company to have natural discussions with consumers while shielding them from behind-the-scenes activity.
It’s sophisticated enough to handle complex requirements while remaining simple enough to get you up and running quickly. The Support Suite allows you to communicate with clients via any channel (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.
It’s a unified agent workspace that enables your teams to serve customers with a speedier, more personalized experience. Zendesk is a customer-centric CRM firm that creates support, sales, and customer engagement software to improve customer interactions.
We think that powerful, innovative consumer experiences should be within reach for every company, regardless of size, industry, or ambition, from giant corporations to startups.
Zendesk supports over 160,000 customers in over 30 languages across a wide range of industries. Zendesk is based in San Francisco and has offices all around the world.
2. Zoho Desk
With Zoho Desk, you can provide excellent customer service. Prioritize, manage, and close an ever-increasing stream of requests that arrive at your company via various sources.
Create and publish a knowledge base for customer support. Analyze and enhance your customer service team’s performance.
Zoho Desk is a cloud-based help desk assistance software with Contextual AI that helps you to give your clients the support they deserve.
Freshdesk is a cloud-based customer service software that helps companies of all sizes provide excellent customer service. Freshdesk unifies ticket resolution across platforms by converting requests received via email, online, phone, chat, and social media into tickets.
Freshdesk also allows you to automate workflows, provide self-help, monitor SLAs, and track KPIs, so you can remain on top of everything related to customer service.
Freshdesk also comes with pre-installed tools such as an AI-powered support chatbot, predictive help, and field service management. Freshdesk is trusted by over 150,000 clients, including Toshiba, to help them provide excellent and seamless customer service.
4. HubSpot Service Hub
Customers nowadays expect instant resolutions and tailored, round-the-clock service via numerous channels. However, because their tools and data are spread across many sources, most customer care teams are unable to satisfy these rising demands.
Service Hub centralizes all of your customer service data and channels, allowing you to extend your assistance with automation and self-service. What’s the end result? More time to provide proactive customer service that delights maintains and expands your clientele.
Wix Answers is the most effective customer-centric support platform available. Wix Answers, unlike previous ticket-based solutions, unifies all support tools and channels into one solution, allowing support teams to operate more efficiently and develop long-term customer connections.
The platform was created in-house to accommodate Wix.com’s rapid expansion and to address scaling support issues. Wix Answers was created to help solve the same modern-day concerns, seeing how CX has become such a key priority for many SaaS-centric firms.
6. Salesforce Service Cloud
Customers today expect faster, more responsive service across all channels and on any device, and they expect it now. With every client engagement, Salesforce Service Cloud helps small businesses scale and flourish while fostering loyalty.
It enables a smarter, more personalized customer experience to be delivered on a flexible, all-in-one service platform.
To revolutionize the agent experience, use Service Cloud to automate service procedures, optimize workflows, and surface critical articles, subjects, and experts. It’s never been easier to connect one-on-one with every customer, across numerous channels, and on any device.
What Types of Help Desk Software Exist?
There are different ways of categorizing the help desk systems available in the market; for example, by deployment, business size, and customer support function.
Web help desk software
A web-based help desk is hosted on the vendor’s remote server so it can handle a large influx of visitors and provide tech support. You only need a web browser to access this type of help desk, which makes it the easiest and most approachable option for customer support teams.
On-premises help desk software
With on-premises help desks, the company owns and hosts the system and has complete control over the software. When the help desk is hosted on-premises, the company is solely responsible for its maintenance and functioning.
Enterprise help desk software
Enterprise help desk software has the standard help desk features and also goes beyond that to address customer queries at faster resolution rates by including features that improve overall company efficiency.
Open-source help desk software
With an open-source help desk, the developers do not need user licenses or permissions to access the source codes. This reduces the dependencies and makes it easier for the developers to modify and enhance the source codes as per need.