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10 Best Customer Support Software Systems For Your Company

Category: Customer Support

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.

Customer Support Software

1. Freshdesk

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. 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

This award is given to the best product in our help desk software category. It highlights its superior quality and underlines the fact that it's a leader on the market.

Freshdesk won our Best Help Desk Software Award 2018

Our score
9.8
User satisfaction
100%

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. Zendesk

Zendesk dashboard

This list of customer support systems won’t be complete without Zendesk. Zendesk is a powerful, cloud-based customer support software designed to help businesses deliver exceptional customer experiences. It provides a complete suite of essential support solutions including help desk, live chat, and knowledge base management. Businesses 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 increase customer satisfaction, 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. You can easily sign up for Zendesk free trial here.

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.

3. Salesforce Essentials

A part of a popular productivity suite, Salesforce Essentials comes in third on our list because of its fully integrated help desk platform and highly configurable interface. It serves as an all-in-one hub for all of your small business’ sales, CRM, and customer support operations.

Equipped with 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.

To top it all off, the vendor offers an affordable and straightforward subscription package that can support up to 10 users. This is inclusive of all the functionalities of Salesforce Essentials as well as customer support.

You may sign up for Salesforce Essentials free trial here if you’d like to learn more about the features of this product. With this offer, you can test out the software for yourself and gauge whether or not this is the help desk tool for your company.

4. Zoho Desk

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 highly unified customer service experience.

If you want to try the features at no cost you can easily do so when you sign up for Zoho Desk free trial here.

5. FreshService


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.

You can easily sign up for FreshService free trial here and get to know the features firsthand at no cost and without commitment.

6. LiveAgent

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.

The vendor offers a great free trial plan that lets you try out all the key features first. You can easily sign up for LiveAgent free trial here.

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.

7. Dimelo Digital

Dimelo Digital centralizes all digital customer care channels on a single, intuitive platform, making it easy for agents to provide top-class services with ease. It brings better structure to customer service processes by automatically assigning tickets, regardless which digital channel the message came from, to the best qualified agent based on their competencies. It’s built-in CRM also consolidates all information and interactions for each client, thus, you can provide more accurate and consistent services to each and every customer. In a single click, users can gain a clear view of essential customer information and their past interactions with your brand across all communication channels.

With Dimelo Digital, each agent will have their own dedicated workspace. Coupled with its queue management tool, you can definite which messages your agents should prioritize for more streamlined processes. Faster response speeds can be attained through its reply-assistant tool, which provides suggestions on how to complete each sentence or send pre-set responses tailored to specific concerns. If you want to further explore its capabilities, just sign up for Dimelo Digital free demo here.

8. Samanage

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.

9. Desk.com

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.

10. ServiceGuru

Designed for easy collection of customer feedback, ServiceGuru is a kiosk-based customer service review management platform that does away with traditional paper-based questionnaires and forms. Basically, the platform allows businesses to deploy a kiosk in strategic locations with heavy foot traffic and collect customer insights that can be used to gauge employee performance or the quality of one’s products and services. Furthermore, customers can freely opt-in your subscription list from within the platform.

With ServiceGuru, you can provide your customers a consistent experience throughout as you can implement your very own branding throughout the survey. Completed digital forms are also kept offline and confidential, thus, you can privately keep all negative reviews and quietly resolve these concerns.

By Jenny Chang

Senior writer at FinancesOnline who writes about a wide range of SaaS and B2B products, including trends and issues on e-commerce, accounting and customer service software. She’s also covered a wide range of topics in business, science, and technology for websites in the U.S., Australia and Singapore, keeping tabs on edge tech like 3D printed health monitoring tattoos and SpaceX’s exploration plans.

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