Customer support is usually one of the key business aspects for both small and large enterprises. Using customer support software can result in a positive image of your brand and will be a clear sign that you actually care about your clients and put effort into keeping them satisfied.
We’ve compiled the best offerings in the market based on core and advanced features, along with their price points. Use the list to help you to decide which solution will work best for your business.
Customer support or customer service can make or break a business. This rings true especially as statistics say that 90% of Americans decide whether or not to do business with a company based on customer service. And it’s not just a matter of being there for customers; consumers also expect personalized service that matches their needs.
Unhelpful or rude staff%
Being passed around to multiple agents%
Not being able to speak to a person%
Not being able to get answers%
Source: VonageDesigned by
Aside from training your teams to provide excellent customer service, the right customer support software also makes a huge difference. Advanced customer support software offers robust capabilities, including help desk features, knowledge bases, and community forums. These platforms will ensure that you can consistently provide efficient support to all your customers.
One of the most sought-after customer support solutions nowadays is Zendesk. This powerful, cloud-based customer support software is designed to help businesses deliver exceptional customer experiences. It provides a complete suite of essential support solutions, including help desk, live chat, and knowledgebase management. Companies implement these tools to engage and support their customers on any channel, including social media, web, mobile app, email, and phone. Ultimately, Zendesk aims to help businesses improve customer experience, lower support costs, and raise productivity.
For starters, Zendesk is equipped with all the essential help desk tools. It comes with a ticket management system that is capable of handling thousands of tickets every day and can be operated by 5 to 500 agents simultaneously. Moreover, it serves as a unified hub where you can consolidate interactions from multiple support channels, including email, web, chat, and social media.
The vendor also offers a great free trial plan that lets you try out all the key features firsthand at no cost.
Another great thing about Zendesk is that it comes with a customer-facing web interface that you can customize using your company branding. This can be equipped with the platform’s Help Center, a Quora-like knowledge base app through which customers can search for answers and find resolutions to their issues. To top it all off, the platform also comes with analytics features that make it easy to track customer engagement and gain insight into opportunities.
Adding to the platform’s flexibility and comprehensiveness is its mobile accessibility, enabling users to access the system using their phones, tablets, and other mobile gadgets. 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. What’s more, their large customer base is a testament to how comprehensive their platform is.
Detailed Zendesk Review
Freshdesk, another popular help desk software 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. You can easily check whether it will fit the needs of your company with the great free trial plan they provide.
Freshdesk has also followed gamification trends with its 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 this unique feature, 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.
Detailed Freshdesk Review
Here’s a brief LiveAgent overview: it’s another award-winning platform that gathers multiple communication channels in a single hub. Inside, you will find all vital help desk features, including live chat, file sharing, contact forms, email supports, and integration with social media.
If you are 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.
The vendor offers a great free trial plan that lets you try out all the key features first.
How exactly does LiveAgent change the help-desk industry? Despite 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. It 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.
Detailed LiveAgent Review
Part of Zoho’s renowned ecosystem of top-of-the-line solutions, Zoho Desk helps businesses deliver outstanding customer support to their clients through tools that allow customers to find timely and relevant support without having to go through elaborate and mazy hurdles.
The same tools also increase agent productivity and analytics and reports that enable managers to find key issues in agent performances so that they can improve their service as well as make intelligent business decisions.
With Zoho Desk, companies provide their support teams with the best tools, multiple support channels, and task automation so they can deliver quick and responsive support to their clients. This empowers employees from multiple departments to give their customers a highly unified customer service experience.
As for Zoho Desk pricing, plans come at a per-agent pricing basis. The Standard plan starts at $18 per agent, per month, while the Enterprise plan is available at $45 per agent, per month.
Detailed Zoho Desk Review
Wix Answers is a help desk software solution that provides a comprehensive selection of features for customer support. All these features are built right into the Wix system so Wix website owners can offer service desk support to their customers. Moreover, the software comes with built-in support for call center software features.
With Wix Answers, you can build a branded help center through customizable templates and add articles and step-by-step guides. The platform also helps you streamline customer support tickets from various channels, including email and social media. This makes it easier for your agents to handle customer concerns.
Additional Wix Answers benefits include insights into your team’s performance. Through the dashboard, you can access customer satisfaction ratings and ticket response times so you can take action and improve team performance when needed.
Detailed Wix Answers Review
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.
A deep dive into Freshservice details show that the platform gives users the ability to create easy-to-access knowledge bases and boasts awesome features and functionalities, including CMDB, asset discovery, and a 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.
Detailed Freshservice Review
Hubspot Service Hub is designed to help you engage your customers and provide the highest levels of customer service. By integrating with other Hubspot products, the Service Hub delivers a unified customer record, so your agents always have the latest information.
Core Hubspot Service Hub features include the Conversations module, which adds context to communications with customers. The Conversations feature comes with a universal inbox so your teams can easily collaborate on customer support.
The platform also provides a ticket system to help you track customer issues, as well as a knowledge base to enable you in providing self-service options to customers. Moreover, a built-in feedback tool lets you collect audience insights that you can use for marketing campaigns.
Detailed HubSpot Service Hub Review
Atera is a remote monitoring and management software (RMM) that provides IT professionals with a consolidated platform for processes like help desk service, billing, and reporting. Using this software, IT professionals and managed service providers can easily manage and resolve customer issues.
Based on Atera reviews, it’s one of the first platforms to combine RMM, remote access, and professional services automation (PSA) into a single software. This means Atera can provide all your IT requirements on its own.
Integrations with third-party software such as Zapier and QuickBooks Online extend the system’s capabilities. The platform is also capable of monitoring unlimited servers and workstations. This can help businesses save on the costs of monitoring additional devices.
Detailed Atera Review
Designed to improve customer experience, Jira Service Desk provides powerful features to improve customer service in the ITSM ecosystem. The platform serves as a centralized hub for your team to deliver end-to-end IT solutions and consolidates support, operations, and development in one convenient package.
Aside from organizing customer interactions, Jira Service Desk also contains key features that you’re looking for in any ITSM software. This includes reporting and analytics, knowledge base creation and management, and SLA delivery. Plus, with its open-source interface and a free plan, Jira is a favorite among enterprises with a significant IT backbone thanks to its robust feature set.
Jira Service Desk benefits also include improved collaboration and task automation. The platform makes custom automation easy, allowing your agents to respond to incidents—whether it be for escalating or assigning tickets.
Detailed Jira Service Desk Review
Salesforce Essentials is a fully integrated help desk platform with a highly configurable interface. It serves as an all-in-one hub for all of your small business’ sales, CRM functions, and customer support operations. This solution also includes a multi-channel console, 360-degree customer reviews, and pipeline tracking.
This platform can help you improve client interactions as effortlessly as possible. It even has built-in collaboration tools that include ticket queueing, case auto-assignments, and task management so you and your team members can work with ease. The platform is also built and optimized for various mobile devices such as laptops, smartphones, and tablets.
Salesforce Essentials also supports self-service options. This way, you can create knowledge bases and portals that your customers can access the information they need without having to get in touch with an agent. You may even create forums where your customers can share information with each other.
Detailed Salesforce Essentials Review
Detailed Salesforce Essentials Review
The right customer support software can provide clear, fast communication between your customers and your agents, enhancing your business’ reputation.
Any of the software on our list meets this requirement, so it’s a matter of picking the system that provides the specific features that you need. For instance, Freshdesk has a gamification feature that improves agent engagement, while Atera offers powerful features for RMM and PSA.
You can’t go wrong with the platform sitting at the top of our list: Zendesk. The software comes with everything you need to provide excellent customer service. You can check the solution closely when you sign up for a free trial of Zendesk.
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