World-class Help Desk Software for Superior Customer Experience
Service desk software is a common order for many businesses across various industries. It allows chatting, tracking tickets and calls, and managing calls to establish better communication between clients and vendors. If a customer has a question or a complaint, it will go through helpdesk system to be resolved. Read about the most popular and quality options used by thousands of organizations around the world. Learn what their stand out features are, and select a suitable solution.
Bpm’online offers a cloud application that provides ready processes to manage the full service cycle. Using multichannel communication enterprises can manage cases with maximal speed. Following pre-defined processes, a use can simply manage requests and automate service operations without having special technical knowledge and much competence: the system is simple and comprehensible. This software provides unified customer database that synchronizes data and provides instant access for users no matter where they are.
Help desk’s key advantages are:
- All-in-one cloud platform that serves as a database, contact center, service catalogue and guide through service processes.
- Omnichannel communication: you can manage requests coming via calls, tickets, email, social media or customer portal.
- A simple engaging interface that features no extra elements. Users will enjoy fast and intuitive navigation, no matter where they access the platform from: a laptop, smartphone or tablet. Applications of bpm’online are compatible with Windows, Android, iOS and other operational systems.
Powerful and simple helpdesk software is provided by Zendesk and is used by different organizations including IT and HR teams, educators, retailers, SMBs, etc. As creators say, “great customer experience is about the relationships with customers, not the tools you have”. With Zendesk platform, you can support all voice and chat conversations in one place and create quick personalized responses. Agents may see the request queue based on ticket status, customer groups, assignees and other conditions.
Besides, this support desk allows teammates to solve problems together. They can share opinions and info leaving private comments on tickets and see who is viewing the ticket in real time. The built-in Knowledge Base provides relevant information, and users can refer to issues quickly finding them. Besides, users can benefit from built-in or customized SLAs for certain tickets to keep tabs on their status.
Created with emphasis on customer support and IT issues, ManageEngine programs provide the whole gamut of features and options for full-cycle service management. Pay attention to SupportCenter Plus application that has the following options:
- Multi-channel communication with customers (social media, chat, calls, emails, etc.).
- Management of contacts and account: you can view ample customer information including products purchased, organizational hierarchy, contract details and so on.
- Management of deadlines and SLAs.
- Assignment of tasks to different business units so that they could work independently on some certain issues.
- Real time reports and dashboards.
- Automation and tracking of reports.
Customizable self-service portal is a stand out feature of this customer help desk. Customers can submit tickets, find them and use the knowledge database to run reports.
Your organization has tight budget, and you need a relatively cheap solution? Freshdesk cloud app provides everything you need for exceptional customer support. It is pretty affordable and totally free of charge for the first 3 agents. Key benefit of this support desk is usability: the vast majority of clients praise it for user-friendliness. Charged with multichannel connection, integrated mechanics for agent productivity and smart automation, this software allows tracking and resolving user requests efficiently and quickly, no matter how they prefer to contact you.
With Freshdesk helpdesk, agents won’t interfere with each other’s work, because they will see who is working at the ticket in real time. Tasks can be prioritized and assigned to teammates according to their skills and competence: workflow optimization has never been so simple!
Setting up SLAs for support your employees will know ticket priorities and deadlines to address certain clients first: the application will show tasks by their due time and priority. Overdue notifications are included, and you can specify business hours for the customers to be aware of response time. Users can install the mobile application for distant access.
If you need a CRM solution tailored for processing product feedbacks, you should definitely opt for UserVoice. It comes as a widget or mobile app and allows collecting information about customers and their preferences. With ticketing and instant answers you let customers know they are heard and truly supported, which contributes to better relationships. Since processes are automated, you can analyze feedbacks from thousands, or even millions of customers at ease.
While helping to deal with tickets and customers’ requests, UserVoice software also generates data-based product roadmap. Using qualitative product feedbacks you have enough insight for making right decisions. This service desk would be ideal for middle- and large-size companies that need to deal with a large amount of feedbacks and tickets for user experience excellence.
With an appropriate helpdesk software in place, you organization will establish strong relationships with customers. Their satisfaction and trust mean a lot, and there’s no better way to show them that you care!