Top 10 Customer Support Software Systems For Your Company
Customer support is usually one of the key aspects for all companies, both small and large enterprises. Having a reliable customer support system will result in a positive image of your brand and will be a clear sing that you actually care about your clients and put effort into keeping them satisfied. Our team of SaaS experts have collected and tested all popular customer support software services currently available in the market. Our list should allow you to more easily decide which solution will work best for your business.
1. Freshdesk – Our Score: 9.8/10
After a thorough examination of the best customer support software services out there our experts found Freshdesk to be the best option available. We were really impressed with its features and reliability which resulted in a top score of 9.8/10, the highest so far in this category of services. We also distinguished Freshdesk with our Best Help Desk Software Award for 2015. The app offers flexible pricing and is even available for free for small teams and individual users. You can easily check whether it will fit the needs of your company with the great free trial plan they provide. You can sign up for Freshdesk free trial here.
Freshdesk, being among the most popular help desk options available today, provides users with most of the tools and capabilities that they would expect from a standard help desk software. These tools consist of automated ticketing mechanisms, support inboxes accessible by the entire team, social customer support, knowledge bases or information portals, and community forums. The system also has integrated ticket-time tracking functionality that helps identify the bottlenecks that hamper support operations.
Freshdesk has also followed the gamification trend with the Arcade feature. The concept behind it is quite unique, as this system rewards agents with points for each ticket that was solved successfully and in time. Thanks to it, businesses turn customer support into an enjoyable experience, both for them and for the end customers.
The software is also available as a mobile app for Android, iOS, Windows Phone, and Blackberry platforms, helping you deliver support to your clients even when you are on the move or just in your house relaxing at your sofa. You can get more information about this service and its features in our detailed Freshdesk review.
2. LiveAgent – Our Score: 9.7/10
LiveAgent is another award-winning platform that gathers multiple communication channels in a single hub. Inside, you will find all vital help desk functions, including live chat, file sharing, contact forms, email supports, and integration with social media. If looking to go beyond traditional help desk capacity, we recommend you to look at the product’s gamification suite, POP3 accounts, and intuitive statuses that make LiveAgent different than its competitors. The same as with Freshdesk, you will be offered a comprehensive yet free trial to see what the product is about.
How exactly does LiveAgent change the help-desk industry? Despite of the fact it serves all user profiles from freelancers to enterprises, LiveAgent is considerably easy to use. The system humanizes customer support interactions and gives agents access to a centralized knowledge base that can help them solve any case. At the same time, it eliminates spam, allows customization for personalized engagement, unifies storage in a simple form & request inbox, and boosts the company’s effectiveness in handing queries (due to the initial routing between departments, only 25% of all inquiries need to be handled manually). To make matters even better, LiveAgent also helps rate individual agents and make the most of social media channels.
3. Samanage – Our Score: 9.6/10
If you’re looking to provide professional IT service to your customers, Samanage may have you covered. The winner of our Great User Experience and Supreme Software Award is rapidly becoming the favorite system in all industries, mostly due the intuitiveness and beautiful appearance that provide an unmatched user experience. The IT desk is fast, combines all necessary asset management and reporting widgets to be used in corporate environments, but most of all it is well integrated to work in every software ecosystem.
What will you like the most about Samanage? Fulfillment of tickets and requests is the most cumbersome and time consuming task for some companies, and Samanage is used to streamline it. Initially, it will route support from the IT team to the self-service database, from where teams can later pull off best performance practices. It will also make it possible to monitor assets and contracts in real time, secure data better than most tools mentioned in this article, and manage and resolve incidents related to complex IT operations.
4. Salesforce Service Cloud – Our Score: 9.6/10
Salesforce Service Cloud provides users with a system for powerful customer engagement and interaction through popular and known channels, such as video and social media. With Salesforce Service Cloud, managing customer cases and other concerns is a breeze since they can be accessed from a single, unified interface. The platform is also built and optimized for various mobile devices such as laptops, smartphones, and tablets. Customers can also access the system’s knowledge base and reach out to other members within the Salesforce community who can help them with the issues they are experiencing.
5. Zendesk – Our Score: 9.4/10
Zendesk’s presence on this list of customer support systems is not much of a shocker. The system has been a notable performer in the help desk industry, providing services to over 40,000 small and large companies such as Box, Groupon, Disney, and Rovio. The diversity of Zendesk’s clientele clearly shows how versatile the software is.
Zendesk is capable of handling thousands of tickets every day and can be operated by 5 to 500 agents simultaneously. Aside from the usual support channels it brings, including email, web, chat, and social media, it recently added the Help Center, a Quora-esque knowledge base app which customers can use themselves to search for answers and find resolutions to their issues.
Adding to the platform’s flexibility is its mobile accessibility, enabling users to access the system using their mobile devices.
6. FreshService – Our Score: 9.0/10
FreshService is created to provide a top class cloud customer support for businesses of all types and sizes. The system flexes a plug and play ITIL construction, which makes it easy for users to deploy and implement right off the bat.
Freshservice gives users easy to access knowledge base and boasts awesome features and functionalities including CMDB, asset discovery, and very feature-rich ticket support system. In addition, Freshservice is integrated with tools to help users focus their attention on very critical aspects like vendor management, incident management, problem management, change management and release management.
7. Desk.com – Our Score: 9.2/10
Desk.com is minimalist in terms of setup but packs a barrage of performance features that many companies look for in a desk help system. With Desk.com, help desk personnel can take on volleys of questions via phone calls and emails. On top of that, Desk.com takes customer support to a whole new level as it is also designed to be social, enabling companies to manage questions streaming from social media sites Facebook and Twitter. It’s also easy to set up and simple to implement, so no wonder why many companies heve been migrating to Desk.com recently.
Desk.com also promotes collaboration between support teams. As calls and queries are collated into one hub, team members can take a look at them simultaneously and then collaborate on how to handle, prioritize, and manage their responses. The integrated social media tools also permit companies to track and engage customer sentiments via social media.
8. TeamSupport – Our Score: 9.1/10
Developed for software and technology firms, TeamSupport offers users a help desk platform that operates as a fully managed cloud service, while striving hard to look and feel like a native app. TeamSupport excels as a ticket management solution, but it also offers root cause analysis, which can be a great benefit to businesses looking for ways to minimize service calls instead of simply churning through customer interactions.
TeamSupport can help businesses build a knowledge base that is viewable both internally and externally. It also boasts a customer forum that can be deployed to allow your customers to interact with each other, potentially helping each other along the way and giving your business yet another touchpoint via moderation.
9. Zoho SalesIQ – Our Score: 9.1/10
Zoho SalesIQ is one of the currently most popular Zoho productivity members, used both to provide quality customer service and to extract important data that helps companies improve their decisions. On its dashboard, you will always have displayed meaningful metrics such as visitor locations, visitor frequency, site behavior, purchase history, and many more.
The fact that you will be able to serve and score leads while communicating with them is what makes Zoho Sales a unique performer in the help desk industry. Well integrated with the rest of Zoho’s useful products, the system lets you reap the benefits of your previous customers interactions, and report on them on your own initiative. What is best, this system is fully customizable for you to use the preferred welcoming messages and widgets.
10. JIRA Service Desk – Our Score 8.8/10
JIRA Service Desk is a hosted service desk app designed by Atlassian. It is a popular help desk solution widely used for open source projects. The platform is mainly used as a software development issue tracking application by software companies as it can effectively identify and track software bugs and their location. Additionally, customers can submit their queries by using tickets or resolve issues on their own by utilizing the self-service portal.
What are the benefits offered by JIRA Service Desk? These include: user-friendly interface, fast installation, ITIL readiness, configurable dashboards with a wide range of supported widgets, connects IT and development teams, and finally, a fully functional free trial to help you test drive the features before you subscribe to a package.