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After years of revolutionary changes in businesses and their respective industries, one fact remains common:
Communication stands at the center of everything.
Be it communicating with customers to help resolve their service-related issues or solving IT requests from internal employees; most businesses eventually need some way to manage these conversations. Besides, the number of consumers buying stuff online has skyrocketed over the past few years. And we all know that more consumption plagued with supply chain problems inevitably means more irate customer calls. So if brands want to retain these customers and stay competitive, they will need appropriate tools to carry out these complex processes. Helpdesk software is (hands-down) one of the best ways to do this.
Customer service that goes above and beyond is what sticks in a customer’s mind and sets a company apart from others.
Helpdesk software has become a necessity for businesses that look to scale and expand their customer base. After all, everyone wants to see their customers delighted about their products and keep their customer support team motivated. But what is the best helpdesk software for your business?
Don’t worry…..
I’ll help you figure this out.
I’ve consolidated a detailed list of the ten best helpdesk software to help you through. Let’s get started. We’ll talk about:
1. DeskXpand
DeskXpand is an automated, omnichannel helpdesk software that caters to all types of business needs. It serves small to large businesses, helps reduce high-cost, laborious, and redundant data-entry tasks. It provides built-in and extensive ticketing functionalities to customer support departments of companies.
Prominent Features
I. Extensive Ticketing Features: You can group, sort, and filter incoming queries easily by using filter combinations within the system. Other ticketing features include automatic ticket importing, automatic ticket assignment, ticket notifications, and so on.
II. Shared Inbox: A shared inbox manages all the customer requests, tickets, and suggestions. It improves team accountability, transparency and ensures effective communication.
III. Unified Interface: View everything from one place through a unified dashboard and guide your team and operations.
IV. Omnichannel Support: Engage with your customers across channels of their choice and respond readily. You can set up workflows across email, phone, social media, and so on.
V. Dynamic Timers: Dynamic timers let you configure and measure your tickets’ time in various stages. You can enable automatic hierarchical escalations and enforce issue prioritization. You can set SLAs and escalation rules and modify them based on your company’s real-world performance.
VI. Automation: DeskXpand comes with built-in automation functionalities that will do away with all your redundant tasks. You can automate processes like ticket import, assignment, service level agreements, ticket status updating, notifications, escalations, and many more processes.
VII. Third-Party Integrations: You can consolidate all your third-party tools in a single interface. DeskXpand integrates with:
ECommerce stores like Shopify and Magento.
Project management tools like Trello and Jira.
Social media tools like Facebook and Twitter.
Survey tools like SurveyMonkey and Google Forms.
VIII. Analyze and Improve: DeskXpand helpdesk software helps you measure your team performance and analyze the areas of improvement to improve customer service.
IX. Flexible Customization: It lets you customize your helpdesk software fully and provide a cohesive brand experience to your customers.
X. Extensive Self-help Knowledge Base: DeskXpand comes with extensive self-help features. You can create content in the form of a knowledge base, FAQs, video tutorials, how-to guides, etc.
Feature Highlight
Tickets within tickets
Canned responses
Internal documentation
Flexible customization
Who Uses DeskXpand?
DeskXpand caters to SMBs as well as enterprise-level businesses. It caters to business niches like:
Retail industry
Ecommerce industry
Healthcare industry
Software & IT
Education
Manufacturing
No matter what industry you’re in, robust helpdesk software is a must. Check out its features with a free trial.
2. OsTicket
OsTicket is open-source helpdesk software that offers IT asset management and ticket management within a suite. It is an open-source helpdesk ticket system. It is a cloud-based solution best suited for small and mid-size enterprise customers.
It has a built-in portal that allows end-users to submit tickets and track the status of their requests. Its “auto-assign” feature routes the tickets automatically to the most appropriate departments and support representatives. It allows you to send an automated response to the users to keep them updated about the status of their requests.
It comes with interactive dashb oards and reporting capabilities. Customized reports can gain complete visibility into helpdesk operations and make effective decisions regarding staffing levels and ticket handling procedures.
Feature Insight:
Task management with advanced search
Custom fields
Service level agreements
Thread action
Ticket assign, transfer, & referral
Collision detection
Help topics
Ticket filters
Custom Columns and Queues
Pros
Open-sourced, customizable, easy to use, and multi-user friendly
Intuitive and easy to customize
Allows self-hosting
Cons
Initial installation can be difficult
It takes a lot of time to get used to its interface
Who Uses OsTicket?
It caters to the needs of SMBs and enterprise-level industries.
3. SupportBee
SupportBee is essentially an email helpdesk software for small businesses. It is perfect for tracking tickets and not letting emails go unnoticed since the ticket stays there until it is handled. It has custom and team filters for segregating and filtering clients to readily see all the work that was done for those clients. The best thing about SupportBee is that it deviates from the typical per agent per month pricing model in favor of pay-as-you-go ticket volume pricing. Although it can still do better when it comes to user experience, you shouldn’t turn technologically inept on to it.
Feature Insights
Collaboration features
Ticket filters
Email snippets
KPI reports
Webhooks and API
Third-party Integrations
Feature Highlight
The “related tickets” feature helps companies and agents check (instantly) what other issues a particular client has had in the past.
Pros
Advanced filters
Keep track of how much “traffic” that client is causing
Easy to integrate with third-party tools
Cons
UX is not the cleanest
Long message threads make the scanning and reviewing process difficult
Who uses SupportBee?
The most common users of SupportBee are from small and mid-size businesses.
4. UseResponse
UseResponse is a customer support and feedback suite. It combined the capabilities of an omnichannel support ticketing center, feedback community forum, live chat, and knowledge base. UseResponse helps introduce companies to level up their support through features like automation, chatbots, public communities, and embeddable knowledge base functionality.
UseResponse is highly customizable and can be used as SaaS & Self-Hosted solution with 100 % open code. It offers complete source code to its customers, full customization, a predefined set of automation in notifications, ticket rules, email templates that allow using the system within minutes. You can use it as:
Feedback software
Knowledge base software
Helpdesk software
Live chat software with messengers
Feature Insight
10+ support channels (email, social media, live chat, community forum, messengers)
Automated system for notifications & assignments
Service level agreements
Satisfaction rating tracking
Advanced analytics and reports
Easy integrations
Feature Highlight
It is scalable and completely customizable helpdesk software.
It can be cloud hosted and also allows self-hosting.
Pros
They bring in new updates constantly
Easy to use and affordable
Has an excellent support team for quick technical resolutions
It works great and is flexible for collecting feedback, ideas, and questions in real-time and asynchronously.
Cons
The admin console can be a little bit difficult to navigate
5. Liveagent
Liveagent claims to be the fastest chat widget on the market. It helps you bring personalization to your customer interactions. Its features involve a universal inbox, real-time live chat, built-in knowledge management, and a robust customer service portal.
It helps businesses personalize their communication by taking advantage of features like customer segmentation, automation, built-in CRM, etc. It comes with over 175+ helpdesk features and 40+ integrations. It helps users handle emails, ticket systems, live chats, etc., all from a single place. This makes life so much easier for businesses as managers can have a bird’s view of the entire support. Businesses can customize the look of our custom pages and chat as well. It also lets you connect your helpdesk ticket system with your brand’s social media handles and collect support queries from there.
Feature Insight:
Custom forms
Live chat
Ticket system
WhatsApp integration
Feature Highlight
Custom Forms
Pros
Keeps live chat on the website as showing online without having to log every time
Works best for in-team collaboration
Organized messages
Simple to use and easy to integrate
Cons
Limited theme options
6. Uvdesk
It is a cloud-based support solution that is also available as an open-source solution. It consists of features like reporting, ticket management, email collaboration, knowledge base management, etc. It lets the users manage, track and resolve issues instantly. It helps you create a hassle-free working experience for both the staff and the customers.
Features Insight
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Management
Knowledge Base Management
Macros/Templated Responses
Multi-Channel Communication
Real-Time Chat
Remote Access/Control
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Ticket Management
Pros
Value for money
Advanced features and easy to implement
Ticket reassignment to balance the workflow
Cons
Error messages are not clear. For example, when you try to do something and you get an error, the message doesn’t describe the type of error.
You need to contact its support to know what happens all the time.
Who Uses Uvdesk
UVdesk helpdesk software is used in various industries like real-estate, hospitality, e-commerce, insurance, etc., and it is an excellent tool for SMEs for lending support to the users.
7. Helpdesk.com
HelpDesk is suitable for small businesses and enterprise clients. It has easy-to-use features and an intuitive UI that are designed to simplify your team’s efforts. HelpDesk lets you manage all the requests and interactions with your customers in one place. It has features like tags, ticket assignments, and private messages to resolve customers’ issues with greater precision. Helpdesk.com also gives you one transparent pricing plan with all the features included.
Feature Insight
Alerts / Escalation
Assignment management
Automated routing
Chat/Messaging
Collaboration tools
Complaint monitoring
Content management
Customer complaint tracking
Customizable branding
Dashboard
Email distribution
Email management
Pros
The software can be accessed online from anywhere.
Cons
The spam filter sometimes misses necessary non-spam tickets
It asks you to change passwords every now and then
The entry field for due dates is not present
8. HelpCrunch
HelpCrunch is a customer communication tool for your support, marketing & sales needs. It provides a highly customizable live chat widget for customer engagement and data acquisition. It helps you reply to customers’ questions and reach out to them proactively through automated personalized chats.
HelpCrunch integrates easily with products to track custom data, specific to their business needs. It helps you monitor user behavior and target them with auto-messages tailored to their individual goals. You can send follow-ups directly from the chat window, target users with one-time emails (with news, updates, discounts, or promotions.) It increases customer satisfaction and retention by providing timely and personalized support.
With HelpCrunch helpdesk software, you can manage all customer communication in one shared dashboard. You can search, merge, assign, transfer, close, and re-open chats. You can set up specialized departments. It also lets you collect quantifiable customer feedback and monitor your team’s performance. Real-time customer data, communication, and online statuses chat notes and tags to prioritize actions and manage each customer case effectively.
Features Insight
Live Chat
Auto Messages
Email Marketing
Knowledge Base
Popups
Mobile apps
Pros
Easy-to-understand and clean interface
Cons
Slow customer support
9. Cayzu
Cayzu helps keep your team together with modern features that you’d expect from a best-of-breed helpdesk software. It integrates easily with your third-party tools so that companies do not have to worry about lost or duplicate efforts. Other features include automated processes, communicating wherever your customers are, customized customer experience, reporting on feedback, and critical metrics. They also allow you to set up a self-service portal for your customers, complete with FAQs and a form for ticket submission. The system works well with emails and provides updates as well. It’s easy to set up agents and permissions and assign tickets. You have to do a lot of back and forth to check things out. Reporting of tickets from a high level also falls short, and it’s hard to see the performance.
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