Be it information about the product materials, a question about the shipping costs or problems of a technical nature – online retailers are often overwhelmed with customer inquiries via chat, email or telephone. And what usually makes clarity even more difficult: Customers’ questions and concerns reach the retailer via various contact channels. In addition to a hotline, a contact form and a live chat, many modern companies also offer the option of contacting them via social media such as Facebook or Twitter in their support area. It is often difficult for the support teams to keep an overview. The solution: smart help desk software .
But what exactly is a helpdesk? Put simply, this is an (issue tracking) system in a company that is designed for support and service requests. So customers turn to the helpdesk when they have a problem. However, the term can lead to confusion because it refers to two different support levels: one is the service area, which is responsible for external customers (consumers or companies), and the other is support teams, which are internal clients, i.e. employees , care for. However, both variants follow the same basic concept: They organize and automate problem-solving processes using a tracking system and increase the efficiency of the support.
Inquiries are managed in special issue tracking systems that allow the customer history to be viewed and error analyzes to be carried out so that customer service can continue to develop. After all, the quality of the helpdesk plays a major role in the company’s image. Of course, quick problem solving has a positive effect on customer loyalty. However, since it is not always possible to answer all inquiries quickly and satisfactorily at the same time, companies use software that helps the service department to work faster and more efficiently.
8 Best HelpDesk Software
Freshdesk
Freshworks’ Freshdesk helpdesk software is an affordable program for businesses of all sizes. Interested parties initially have the option of starting a free, non-binding 21-day test phase. They then have a choice of five plans, including a free, but limited, basic version called Sprout , which is particularly suitable for small businesses or for longer trials, and paid versions with additional features. Anyone looking for the additional options of the top rate Forest- a skill-based assignment of support tickets, an IP whitelisting, the use of an external email server and the possibility to choose one of several data centers – is better advised with the cheaper version Estate .
The ticket system is designed for all common support channels. Additionally, the chat tool FreshChat supports social media like Facebook and Twitter . If the Freshcaller voice-over-IP service , a tool for making calls over the Internet, is too expensive, it is also possible to use a third-party provider. In addition to the basic fee, there are also usage-dependent costs. In addition to the portal page, Freshdesk offers a feedback widget that can be integrated into websites. The appearance of the tool, like the portal itself, can be adapted to the individual website.
Highlights include features like automatic ticket assignment, collaborative ticket editing, and the support bot Freddy . However, the latter only speaks English. The insufficient translation into German is a weak point that runs through the entire software. What is commendable, however, is Freshworks ‘ extensive and very useful help and training material . With Freshsales , the provider also provides a CRM program that has the advantage that customer data can be easily synchronized with the helpdesk software.
Special Feature
Freddy, the intelligent support bot, answers questions in chat using links to knowledge base articles. This must contain at least 50 articles. However, unlike Zendesk’s AnswerBot, Freddy only speaks English.
Freshservice
Unlike its sister program Freshdesk , which specializes in customer service, Freshservice is primarily tailored to the needs of a company’s IT service desk . Since the cloud app runs on the provider’s server, users only access it via a web browser. In contrast to locally installed programs, no one-time license fees are due here; instead, users pay the manufacturer regular subscription fees (also known as SaaS, i.e. “Software as a Service”, commonly used). If you want to be on the safe side that the software meets your own requirements, you can test it for three weeks free of charge.
The four different tariffs differ in terms of their range of functions. A service desk, which basically works similar to a helpdesk, focuses on tools for managing support tickets and maintaining a customer portal and knowledge database. There are also functions for managing the technical infrastructure, the hardware and software inventory and projects, which makes the software a complete solution for the service desk. While ordinary helpdesk software has to collect customer inquiries from all possible communication channels, company employees who seek help turn to the internal service desk. This means fewer channels are available to users.
Unlike most other helpdesk programs, Freshservice does not provide the ability to see the history of communication with the customer. The helpdesk employee only sees the tickets that have been created. If the supervisor determines that the problem is general, they can make it visible to all other employees. The “Assets” area expands the software with inventory management, which gives users an overview of the existing hardware, installed software and the service and license agreements. In addition, Freshservice offers two locally installable programs for process simplification and project management with Discovery Agent and Discovery Probe-Module for larger undertakings. Although the software’s user interface is similarly user-friendly and easily configurable as Freshdesk , the translations into German can also be expanded here.
Special Feature
To automate certain processes, Freshservice provides so-called “automated scenarios” and a “supervisor”. Although the software does not have the “observer” and “distributor” functions that can be found in Freshdesk, the service desk program is characterized by a “workflow automator”, i.e. a system for creating complex macros. The Automator makes it possible to create chains of commands that are automatically triggered when a specific event occurs.
Genesys
Originally conceived as a call center solution, Genesys PureCloud now stands out from the crowd of helpdesk programs as software with a focus on omni-channel engagement . This application includes all common and peripheral support contact channels. Just like Freshdesk and Freshservice , PureCloud can be used entirely over the web. Users pay a monthly fee for this so-called SaaS application.
Interested parties can choose between three different tariffs, which differ both in terms of the communication channels supported and in terms of their range of functions: While PureCloud 1 is largely limited to telephone communication, PureCloud 2 also includes e-mail and chat. In PureCloud 3 it is also possible to receive SMS and tweets. Other features include call routing based on employee skills, a customer journey view, quality assessment tools, and various remote maintenance tools.
If you want to use the Communicate telephone solution , you have to pay extra for it. Alternatively, the use of third-party providers, the integration of Internet-based VoIP telephone systems or the use of the public telephone network using SIP gateways would be possible. Unlike most other helpdesk programs out there, PureCloudno ticket system, just “interactions”. The software thus replaces the solution-oriented approach of only closing tickets when the problem has been satisfactorily resolved with an interaction-oriented approach. The focus is therefore on the interaction with customers. The software plays to its advantage above all in the management of calls. The program includes functions such as configurable bullseye routing for determining certain parameters based on the skills of the attendants, an IVR, i.e. a dialog system for querying basic customer information, queue management and autodialing options. However, users have to do without a knowledge database and a forum.
Special Feature
PureCloud’s strengths lie undoubtedly in its extensive telephony options. With the program, users not only get an omnichannel solution, but also a tool for customer communication – unlike most helpdesk programs, which are limited to submitting and solving support tickets.
Live Chat
As the name suggests, LiveChat is mainly a chat widget for websites that can be connected to the Facebook manager, among other things. Communication takes place primarily via chat. Other channels such as email, phone or social media are hardly supported. However, since the program also offers a ticket system, it is on par with other helpdesk tools. Again, it is not possible to install the software on your own server. At LiveChatit is a cloud app in the SaaS model for which users pay a monthly fee. In contrast to most helpdesk programs, however, the costs depend on the number of user accounts and not on the number of customer advisors.
The provider provides four different tariff levels, ranging from Starter for small businesses and home offices to Enterprise Plus , including comprehensive support from the provider. This is reflected, for example, in the fact that each customer is assigned an account manager. In addition, supervisors may take part in training courses. There is also the possibility of receiving support with the implementation of the program or advice on safety precautions. For many small businesses, the lowest tariff is quite sufficient; the starter package contains a full chat and ticket system. The next level, team, additionally offers several brandings, with which the tool adapts to the respective website; the second-highest tariff , Enterprise , supplements the range of functions with features for managing working hours.
There are various widgets for setting up the chat window on your own online presence. Activation only takes a few minutes. The application of the program is also characterized by user-friendliness thanks to the rather spartan scope. However, if you want to offer your customers a wide range of contact options, you are in the wrong place with LiveChat .
Special Feature
Although LiveChat can also be used to create tickets via e-mail, it is necessary to forward the request to an e-mail address provided by the provider. In order to answer the e-mails, it is also necessary to constantly switch from ticket management to the e-mail client.
Zendesk
The Zendesk helpdesk software can only be used on the provider’s server or in the customer’s web browser. The fact that the provider has split the program into several products may seem confusing at first glance, but it has the decisive advantage that customers only pay for what they really need. Each product is in turn available in different performance levels. Since the individual features can add up to a high sum, interested parties should calculate the costs precisely in advance. The plus point: The software is suitable for companies of all sizes, i.e. for newly founded startups as well as for international corporations.
If you opt for the complete Zendesk Suite package , you get the products Support , Guide , Chat and Talk in one at a lower price. The more expensive Zendesk – Suite variant Enterprise distinguishes itself from the less expensive Professional version through the management of user roles, further branding options and better support. Thanks to omnichannel support, the program supports the communication channels telephone, SMS, e-mail, chat, Facebook and Twitter as well as various extensions in the marketplace , for exampleInstagram , Skype and YouTube . The package also offers user widgets that visitors can use to contact customer service. With the help of the app software development kit, it is even possible to integrate the program functions into apps.
The integrated customer support includes ticket management. At the same time, the tool provides insights that help to optimize customer service. Zendesk Guide is divided into a knowledge base (such as an FAQ area) and a community forum, set up as a bulletin board. The Talk function expands the support with a virtual telephone system, which is available in different tariffs. In addition, Zendesk offers the products Explore , which provides statistics and reports, Connect for proactive campaigns, and the CRM software Sell . Zendesk stands out clearly from the competition with its particularly large range of functions, which is packaged in a user-friendly interface.
Special Feature
Answer Bot, the chat tool based on artificial intelligence, uses question analysis to automatically send customers relevant articles from the knowledge base while they are waiting for a supervisor, for example.
Solar Winds
Take Control , a software from the provider SolarWinds , promises IT companies fast and intuitive remote support for a larger number of customers . The tool is particularly suitable for IT service providers that have just been launched or are in a growth phase. On the other hand, the slightly more expensive Take Control Plus tariff is recommended for all established companies. This scores with additional functions such as queue management and faster viewing of support requests. In contrast to the basic tariff, not only 50 but 500 endpoint agent installations per license are possible here. Before purchasing, it is possible to start with a free, full 14-day trial version to try out the program first.
Both versions offer multi-platform support, either with user interaction via downloaded apps or without user interaction via installed intermediaries. Thanks to the tailor-made branding, the program can be adapted to the respective needs, so that users can put the name of their company in the foreground. Companies improve efficiency with automatic routing and quality control by using customizable post-session feedback. take controlnot only serves to simplify the support process, but also provides technicians with an overview of all devices including technical information and executives with a complete recording of sessions. This allows them to optimize their service quality and strengthen customer relationships.
With security in mind, Take Control takes various measures to increase customer trust, including secure data management, two-factor authentication, and copyright protection with automatic clipboard information removal. The software not only supports all common operating systems, i.e. Windows , Mac and Linux , but also the mobile versions iOS and Android .
Special Feature
The program was designed for high-resolution remote support that displays information in pin-sharp detail and even supports screens with a 4k resolution and 24-bit true color. With the quick connection, the problems can also be solved very quickly.
SysAid
With the IT service management and helpdesk software SysAid , information technology tasks can be managed, tracked and solved. Before purchasing, interested parties can test the offer for 20 days free of charge and then obtain a tailor-made price offer. The extensive functions of the helpdesk include tools for device management and the analysis or optimization of service performance. Analysis techniques include detailed reports, a manager dashboard that shows helpdesk activities, an IT benchmark for performance comparison, the creation of service level agreements (SLA) for quality and speed surveys, and an admin portal that provides an overview of the current status granted.
With the help of the ticket management tool and the comprehensive automation functions, all common IT matters can be efficiently administered from a central platform. The automation functions of the helpdesk processes include, for example, the routing and prioritization rules. A self-service portal with a knowledge base also contributes to the help process. Administrators and end users can find information and solutions to problems in this knowledge base. The ITIL-certified SysAid-Package includes features for areas such as incident and ticket management as well as change and problem management. Thanks to individual notification options, user-defined fields, customizable lists as well as forms and end-user portals, the program can be easily adapted to your own needs and easily integrated into third-party applications. Through the end user portal, end users can contact the IT department by opening a ticket or communicating with each other in live chat.
Asset management also gives users control over their devices, including their hardware, software, and mobile devices. In the inventory, they can see all the computers and other devices on the network and all the applications in one place. There you will also find your maintenance history, supplier catalogue, software license management and hardware catalogue. Thanks to remote control, it is even possible to support the administrators remotely. With the help of the monitoring features, users can also monitor the most important parameters of the network or server, such as system processes, in real time.
Special Feature
SysAid is also available as an app for mobile devices, be it iPhone, Android device, Blackberry or Windows Phone. This means that the helpdesk can even be managed on the go.
Zoho Desk
The helpdesk software Zoho Desk allows small as well as large companies to concentrate completely on their customers. If you are interested, you can test the paid Enterprise tariff for 15 days. There is also the cheaper Professional tariff and a completely free version that is designed for up to three employees.
The program offers various tools to help customers and automate time-consuming tasks. One of the most important functions is effective ticket management, which ensures a smooth process and simplifies customer service. To do this, the tool bundles a large number of support channels, such as email, telephone, live chat and social media, into a single platform. With self-services such as a community for customers, prospects and visitors as well as a knowledge database with solutions to the most frequently asked questions, companies give their customers additional support. By determining how their team is performing, users can make improvements where necessary to optimize helpdesk performance. The system of operating modes, for example, but also time recording and the answer editor ensure increased employee productivity.
Zoho Desk enables extensive customization to your own website using various layouts, rebranding and domain mapping. Thanks to apps for iOS and Android , supervisors can still provide good services on the go. Conveniently, the software obtains customer data from the internal CRM program Zoho CRM so that the supervisors are always informed about the person behind a ticket. There are also expansion and integration options with other software.
Special Feature
Zia is an AI tool for customer service. The program comes with various features, including Zia Voice, which talks to customers using solutions from the knowledge base. Thanks to Zia notifications, users can always be informed when there is unusual activity on the tickets. In the Zia dashboard, users monitor the most important statistics and the Zia Skill Builder helps users to train the individual Zia tool in order to optimize it for their own company.
