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13 of the Best Help Desk Software for 2022

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Communication is the core of the majority of businesses.

It’s whether it’s communicating with customers to resolve problems with their service or responding to IT requests from employees the majority of businesses will eventually require a way to handle those conversations.

One of the most effective methods of doing this is to use help desk software.

What exactly is help desk software?

The Help Desk software can help to manage, organize and handle service-related inquiries. Help desks can be employed to respond to customer requests, while others are designed to handle internal requests for service from team members.

Help desks could comprise a range of tools, such as a sharing inbox as well as an information base as well as a live chat solution. But, not all help desks have all the tools listed.

Utilizing a help desk platform is an excellent way to enhance the customer experience 75 percent of customers want an experience that is consistent, regardless of how they interact with the company (through social media or in person, via phone, and so on.) as it consolidates all your customer service interactions into one single omnichannel tool.

What are the various categories of help desk software?

Like there are thousands of options to peel cucumbers, there are many ways to classify help desk software. For instance, you can divide it into software kinds In this case, there are three categories:

  • Cloud-based cloud-powered help desk, otherwise known as a web help desk, is proprietary software that is hosted online on the website of a vendor or an application. To access the service, you must sign in to the site or application, and you pay either a month-long or annual cost.
  • Self-hosted Self-hosted help desk is installed directly on your own servers. It can be something you create yourself or buy from a third party. Similar to cloud-based applications, it’s also an exclusive software.
  • Open Source Open Source help desk software lets developers access the source code of programs directly, which gives the possibility to alter the software however they want. This software generally isn’t proprietary that is, there’s not a single user of the software.

Although the above might be relevant when making an investment choice, if you’re purchasing an external product almost all the time, it’s cloud-based (all of the options below use cloud technology).

There could be a few situations where you’re buying an application that’s installed on your servers, however, it’s not very typical or suitable for all teams due to the expense related to the installation and maintenance and maintenance of software.

Another, and perhaps better method to consider help desk software categorization is with regard to the people they are using the software to help. In that scenario, there are two categories: internal as well as customer-facing.

  • Internal help desk solution is generally employed to address IT-related issues. Employees are able to log tickets directly to the IT team and help you handle and manage those requests.
  • Customer-facing customer-facing help desk software is generally utilized by support teams of customers to handle customer calls. These tools are diverse in terms of capabilities, but they typically have features such as an inbox shared by the team and some type of productivity, collaboration, and tools for reporting.

Which help desk software features are essential to be looking for?

Based on the specific needs of your situation, certain features will be more essential in comparison to other features. However, whether you’re making use of an online help desk for internal or public conversations there are some important features to be looking for.

Simple-to-use interface

Every new software requires time to master. But, certain tools have a shorter learning curve than other tools. The faster you are able to educate agents, the faster they’ll be able to return to what they excel at helping others.

Participate in demos of every tool you’re interested in After you’ve narrowed it down to the final few, you should conduct the live test if it’s possible.

If you are able, let participants from different disciplines in the testing phase. Agents, managers, and people in the operations department are likely to use the tool in various ways, but it’s essential that the tool you select is suitable for all of those diverse scenarios.

You can also check out what the user experience is from the submission side. Send a request, and then engage in several back-and-forth exchanges to gain a full understanding of what it’s like to utilize the application on both sides of the discussion.

Metrics and reporting

While not all aspects of a successful customer experience are quantifiable, however, there are many things that could be. With access to reports and measurement tools, you’ll be better equipped to recognize what areas you excel in and areas where there is potential for improvement.

Find tools that will assist you in determining the minimum number of times which times and days of each day are most busy, the most common reasons that people contact you, and average response times and CSAT scores.

Some tools offer built-in dashboards that make metrics reporting easy and fast. It’s also beneficial to be able to create customized dashboards that ensure your most important metrics are simple to review.

Tools for collaboration and productivity

One of the most significant benefits of the use of the help desk tool is the capability to collaborate with other people and the ability to streamline work. Utilizing these tools will ease the burden for agents, allowing them to have the time to concentrate on the individuals they’re helping.

As an example, using the Help Scout You can give more context to conversations by using notes that are private and reduce the amount of work that is duplicated by collision-detection, and provide quick responses to the most common questions with stored responses.

Keep an eye on options that allow you to automate manual tasks, such as the assignment and sorting of incoming requests.

Scalability

When you’re considering purchasing help desk software for your school or for your company, there is one thing that’s certain: As your staff grows and changes as do your requirements. Because switching help desks can be an enormous project and requires a system that is flexible enough to grow with your needs is crucial.

It is best to find an instrument that can function well for at the very least in the coming 18-24 months. If you go lower than that, you could be making yourself vulnerable to an unplanned headache. Anything over that period is difficult to predict reliably.

Be aware of each tool’s pricing structure, and take note of whether you’ll need to change your plan to accommodate future demands. Certain tools cost per user, while others cost by volume. Tools that cost per user are typically more straightforward to predict costs in the future.

See also
10 of the Best Help Desk Software Solutions for Small Business

Support for customers of the highest quality

Whatever user-friendly tool may be, it’s likely you’ll be able to ask questions about it at some time. Although you might think that those who create help desk software would be highly helpful, that’s not always the scenario.

When you’ve compiled an inventory of the top candidates, review of each of the knowledge base sites to discover how extensive their knowledge base is and how simple it is to navigate. Also, you should make a few inquiries to their support team to determine how fast they respond as well as how responsive they can be with your interactions in general.

1. Help Scout


The most effective help desk software for teams who value satisfaction with their customers.

Help Scout is a complete customer support system that comes with all the tools you require to ensure a great customer experience. When you sign up with Help Scout, you get access to several tools.

Inboxes that are shared

Help Scout’s shared mailboxes offer collaboration tools such as @mentsions or personal notes to request assistance or to add information to the conversation with a customer.

Additionally, there’s collision detection┬áto eliminate the amount of work that is duplicated and processes to automatize the routing process and other routine tasks.

In the end, saved replies help you respond to customer inquiries effortlessly.

Knowledge base

With Docs, you are able to build as well as manage and organize self-service content.

Its WYSIWYG editor makes the creation of content effortless. It also allows you to upload images, videos, or other types of content directly into articles or embed videos in order to create an even more robust self-service material.

The performance data will help you understand which content is performing optimally, what ones can be better, and what content to develop the next time around.

Live chat

Live chat from Help Scout, Beacon, is a multi-purpose tool that offers live chat, as well as proactive support options via messages.

The live chat feature includes offline and online options for customers to get the answers they require whenever and wherever they require these answers.

With Messages, you’ll be in a position to separate audiences according to specific characteristics of the customer such as schedules, messages, and even track performance to further improve your strategy.

Reporting

Help Scout comes with pre-built dashboards that allow you to be capable of seeing the team’s performance immediately. It also lets you create customized reports that concentrate on the metrics you’re preferences.

If you’d like to go further with your data you want to do more with your data, our API allows you to export data into the tool for business intelligence you prefer.

Profiles of customers

Customer profiles are created automatically for clients you’ve worked with via Beacon. They display basic information such as their company, the role they play, and previous interactions with them.

It is possible to edit and modify the customer profiles at any time, making sure that the information you provide is up to the minute and pertinent. You can automate the process of updating by adding just a few lines of code in the Beacon implementation.

Mobile apps

And finally, Help Scout offers mobile iOS and Android applications for teams that need alerts on the go, or to solve customer issues when they’re not connected to their computers.

While Help Scout’s features may be amazing, we believe that the most valuable asset we have is our amazing support team who are ready to help you 24/7. Also, Help Scout has an extensive database of knowledge for users who prefer to learn on their own.

Price: Starting at $20/user per month.

2. SysAid


Best help desk system for ITSM.

SysAid is a help desk ticketing system that manages internal IT-related requests. SysAid offers a variety of SLA management tools like automated workflows and tickets to cut down on SLAs. It is also possible to create an online self-service portal to manage knowledge so that employees can manage simple requests, such as password resets on their own.

It is possible to begin your work quickly by using various templates and pre-designed forms or develop your own customized forms to meet the requirements of your business and your team. Because the majority of IT tools are utilized together and you have access to numerous third-party integrations.

SysAid is a robust asset management tool that make it simple to manage all the assets on your network and view the hardware as well as software for every one of your users.

Cost: Contact SysAid directly to inquire about pricing.

3. Hiver


The best standard help desk for small businesses.

The most effective way to think of Hiver is to consider it an extension of the Gmail account. It lets you make internal notes about conversations or even give conversations over to particular agents.

Hiver also provides access to a variety of reports that will help you gain a better understanding of the team’s performance and gain insight into the most common reasons why customers contact us.

It’s worth noting that Hiver does not include additional tools other than an inbox shared with others like many of the other options listed on this list. This might limit its ability to expand to your team. Furthermore, certain essential features such as reporting are only available on more expensive plans.

Price: Starting at $12/user per month.

4. Freshdesk


The most effective support software for support at a call center.

Freshdesk is a multi-purpose help desk that’s good for larger teams, specifically those working in call centers.

If you sign to the service, you gain access to tools such as shared inboxes as well as a knowledge base and chat features to handle support inquiries. Also, you will be able to use a set amount of minutes for upcoming customer calls (the number of minutes you can use is depending on the plan you select).

Also, you have access to certain third-party integrations that ensure that your tech stack for support stays in sync. Although it’s a powerful tool, the pricing and plans can be a bit complicated due to the range of additional add-ons that are available. The options we mentioned earlier are only available on their top-tier Omnichannel plans.

Price: Free plan available. Paid plans start at $15/agent for a month.

5. Jira Service Desk


The most efficient ticket management system that allows for managing incidents and escalation.

Jira Service Desk is generally connected to engineering teams but it is in the hands of a number of support teams since it’s the most common way for users to report and identify bugs.

See also
The Most Effective Small Business Call Center Software in 2022: Essential Features to Meet the Needs of Small Budgets

Users can design customized workflows and forms to ensure that projects are running smoothly. They can also assign specific task statuses to keep everyone informed. Reports can give support representatives insight into the tasks they are working on and what’s the general workload. They can also provide additional context for bug-tracking and requests.

Price: Free plan available. Paid plans start at $7.50/user per month.

6. Zendesk


The best help desk software for enterprise teams.

Most people who work in customer service has been familiar with Zendesk. Zendesk is a multi-channel support system that comes with features such as a shared inbox, knowledge base, as well as Live chat capabilities.

In addition, they also offer more advanced AI-based options for autoresponders and chatbots (though these are only available on higher-cost plans).

Additionally, you can access an array of automated and productivity features along with more than 1,000 integrations that allow you to join with other tools within your support network. In all honesty, there’s nothing Zendesk can’t handle or even a few channels of communication it doesn’t support.

But the downside is that it’s an extremely complicated and complex product that takes lots of energy, time, as well as resources in order to be up and up and running.

The additional cost is substantial over the monthly fee as the majority of teams don’t have access to the full range of features Zendesk offers, it’s likely that they will discover a solution to what they require, and with less expense.

Cost: Starting at $19/agent per month.

7. Zoho Desk


The best help desk software for sales-focused teams.

You might be familiar with Zoho as an application for managing customer relationships however, they also offer an answer to support for customer interaction.

Zoho Desk offers a range of the most popular tools like an inbox shared with others and a knowledge base. They also offer more advanced options like AI-assisted reply and advanced automation for tasks such as the sorting of conversations and tagging.

If you’re using other Zoho products including the CRM software, Zoho Desk integrates seamlessly with these tools. However, the more advanced features, as well as certain basic ones such as live chat, are available on their most expensive enterprise plan, which is excessive for some teams.

Price: Free plan available. Paid plans begin at just $14/agent for a month.

8. Front


The best-shared inbox software for collaboration with group emails.

When communicating with customers, most teams opt to use a group email address (e.g., [email protected]) to accept support customer tickets. Some teams prefer communicating using personal email addresses but require the capabilities provided by help desk software. Front allows you to do this.

Through Front, you can join email as well as SMS and Facebook and Twitter accounts into an inbox that is shared. Additionally, it comes with productivity features such as internal notes, and certain automation tools to cut down on the manual effort. They also offer integrations and analytics, but these are only available in their premium plans.

It is important to be aware that Front does not include FAQs and knowledge bases or live chat tools for live support, as do a few of the other options that we have listed.

Price: Starting at $19/per person per month.

9. Gorgias


The most effective help desk support system for small-scale support teams.

Gorgias provides the name of a help desk solution mainly focused on e-commerce. Gorgias provides the ability to access a common email tool and knowledge base, and a live chat feature. The primary difference from other alternatives on the list is the Shopify, Magento, and BigCommerce integrations (although the Magento integration is available only in the higher-tier plans).

Through these integrations, you’re capable of viewing order information or editing orders. You can even issue refunds right via Your help desk, which can help save time and stress for your staff. But, the biggest drawback is that all plans have limits on tickets and therefore your charges can vary from month to month based on the volumes.

To give you an impression, their base plan offers 350 support tickets per month that are about 12 tickets per day — which is an amount that most teams will far over. After that, you’ll be charged an additional $25 for every 100 tickets.

Price: Starting at $60 per month.

10. Kustomer


The best help desk management tool for project management capabilities.

Customer integrated help desk and project management software to provide a unique kind of solution. Customer offers support through multiple channels, including telephone, chat, email as well as social profiles. For project management, you can design the task, assign it, and then set due dates for your tasks.

You can also see the complete picture of every customer’s account and upgrade multiple systems simultaneously while reducing energy and time. Although Customer provides some great features, it’s expensive and the pricing can be a bit confusing since there are numerous applications that are added on.

Price: Starting at $89/user per month.

11. Spiceworks


The best Free help desk for IT support firms that manage several clients.

Spiceworks is another tool that helps you set up the IT help desk. It allows you to effortlessly manage and organize conversations, as well as establish an online self-service portal that allows users to seek answers and solutions by themselves.

It is also possible to automate many manual tasks in order to free time for IT experts. If you’re a company that provides IT solutions to a variety of customers, you’ll be in a position to build individual sites and portals for the users of each. The best part is that Spiceworks is free.

Price: Free.

The most helpful help desks for free

If you are facing budgetary restrictions or simply aren’t able to support enough customers in the present to justify spending money on an individual support tool, one of the three no-cost help desk software platforms below could be an ideal option for your staff.


Google Collaborative Inbox


The best Free help desk for teams that already have G Suite.

In the event that you already use Gmail and would like to structure your efforts to support it, Google Collaborative Inbox could be an ideal alternative. The most effective way to think of Collaborative Inbox is to consider it an open folder that multiple users have access to from their private email accounts.

Set up of a Collaborative Inbox is relatively simple. Once you’ve set up your email address, then create a Google Group — more details here for those who aren’t familiar and then add users to the group. That’s it. Everyone within the group is able to respond to emails sent to the group’s mailbox without sharing login details (which is crucial to ensure security).

See also
10 of the Best Help Desk Software Solutions for Small Business

In addition, you’ll be capable of assigning conversations to group members, and also set the status of conversations (closed or on hold, etc.). Additionally, you can define different permission levels for collaborators, but it’s quite limited in its capabilities.


Outlook Sharing Mailbox


The most effective no-cost help desk for teams that already have Microsoft Outlook.

If your company uses Microsoft Outlook for email, Outlook Shared Mailbox could be an option worth exploring. It’s almost identical to Google Collaborative Inbox: You start a group and invite others to join the group.

Outlook Shared Mailbox gives people the capability to work using the same email queue and distribute emails to various group members. If you already have Outlook software, there’s no extra cost for setting up an email account that is shared.


Solarwinds Service Desk


The best Free help desk for IT support teams.

If you’re looking for an application that can help you improve the management of IT-related requests the Solarwinds Service Desk could be the ideal solution for you. By using Solarwinds Service Desk you’re able to build an online form that allows users can make service-related requests.

Additionally, you can create an online self-service portal as well as automate some ticket routing in order to minimize manual labor for your employees. In addition, you can avail of Active Directory and LDAP authentication tools.

You can only use one login per technician, but there are no contracts to be signed or time limitations that you must adhere to prior to changing to a paid subscription.

How do you choose which help desk that’s right for your business

The choice of the ideal help desk software for your business can be a daunting task. Each vendor comes with its own set of checkmarks that demonstrate that its product has at least 3 ticks more effective than the other ones.

A help desk you choose can’t provide excellent customer service to you, but it’s the first essential step to creating customer service within your business. A good help desk will help your team consistently provide the high-quality customer service that you wish to offer.

Making an informed decision starts with a thorough comparison of feature lists.

To locate the most suitable help desk software for you Begin by answering any questions about your client your team, or your business.

Define “great customer service” for your company

If you’re in the middle of help desk comparison shopping, it’s easy to lose track of why you’re selecting an help desk at all. It’s not necessary to search for”the “best help desk software” because there’s no ideal solution for all. The ideal help desk for you is the one that permits your staff to provide the best service to your customers the best and efficiently.

To answer that question you must understand the kind and quality of customer support and services you’re planning to provide. Below are some questions that can assist you in understanding.

  • What kind of customer support do they want? Your particular customer base will contact you with their own needs. Do they prefer emails? Are they comfortable with self-service tools? Do they anticipate a response within an hour or even a week? Seek out clues about what your customers ‘ expectations are from your company and how pleased they are at the moment.
  • What type of experience do would like to give the customers of your business? Imagine the ideal customer service interaction from your customers’ point of view. Do they require the internet to find help, or are they able to simply send an email? Are they able to reach assistance in several ways? Are they able to answer their own questions with ease by using self-service tools?
  • What knowledge do you hope to provide your team of support? Peanuts creator Charles Schulz loved his pen so much, he purchased all of the stock after it was taken off the market. Although your support team might not have the same enthusiasm of help desk software, they are likely to use it regularly and heavily.

In the beginning, as the most important factor in customer retention, you need to ensure that they are using the best service desk software. A Help Desk software that is simple easy to use and appealing will cut down on time and energy that they can put into your clients.

Find out what you can do to make changes in your current system of support

If you’re moving to an existing shared Gmail mailbox or changing from a help desk tool to another it’s an opportunity to reconsider the way you support customers.

For instance, a lot of small-sized businesses utilize their support inbox to handle all kinds of company contact which means their one or two-person support team can handle everything from sales calls to domain renewal notifications as well as advertising opportunities.

Many years ago, the sales department is still receiving emails from a larger and more crowded support inbox! The decision to create an entirely new help desk is the perfect time to look at streamlining these to a separate mailbox and automating the distribution through workflows.

Review your current customer service processes and think about the following aspects:

  • Do you think this is still the most effective solution to this problem?
  • Does this method matter for our customers’ experience, or is it possible to achieve the same effect in another method?
  • What are we is capable of right now that we were not in the last time we pondered our tools?

When you have sketched out a clear image of the kind of customer service you would like to provide then you will need a benchmark to gauge help desk features against. Whichever help desk software you choose will help in delivering the kind of service you’ve outlined.

Select your essential help desk features

Now is the time to go one step further and make your checklist of the most important features and “nice to include” features. Your customer service team should be asked to list all customer service requirements they could imagine, and then divide these into buckets.

Help desk software with all your basic features is superior to an office tool that offers many more “nice features” but fails to meet a crucial necessity:

  • The most important help desk features: If the help desk does not do the X the way, then we are unable to make the customer experience that we wish to offer.
  • Not essential help desk features: If the help desk does X, we might benefit from it to enhance customer experience.

Make sure to keep the initial list as short as is possible. The features that look good on paper but are not implemented properly or not used often hinder excellent service, by causing frustration to your service team.

See also
The Most Effective Small Business Call Center Software in 2022: Essential Features to Meet the Needs of Small Budgets

By focusing on your most important requirements, you’ll be able to cut down the time you have to do to find the right solution. You can also give yourself more time to try the help desks you’ve selected.

Ask your team to analyze each component and classify it as either essential or not:

  • Does this feature have to be integrated into your help desk, or could be connected to a separate tool to do better?
  • Are there any legal requirements that we must meet (e.g. storage of data as well as privacy control)?
  • What value will this feature bring to our clients? What value does it bring to our team?
  • Are there any technical requirements that you must be met (e.g. the accessibility requirements and format of data)?
  • What other services or products are we required to connect this to? Can it be done?

Then you can remove from consideration any solutions which don’t provide all the features you require (either directly or through close integration). It is the next stage to establish an evaluation team that will test the help desks you have selected.

Form a help desk software evaluation team

If you’re only starting out or are in a small business, the team that you evaluate could be you alone. If you’re part of a larger team, we suggest this mix of:

  • One junior-level customer service person
  • A few help desk power users
  • A leader or manager

Mixing their various requirements and backgrounds will provide you a better method to determine whether your help desk really will be an ideal match for the entire organization. We suggest that you also have everyone in your evaluation team to be looking at the same software simultaneously instead of each individual looking at a different tool.

Testing an help desk is tough since you’ll never be able to utilize this tool exactly the same way that you would when you’re dealing with real customers in maximum capacity. To give a brief overview, use cases studies to learn how clients of different help desks describe what they like about the software.

If you’re ready to dig deep and analyze all of your help desk options, move onto the next steps.

Examine the customer experience with the help desk solution

What will your customers’ interactions be through what help desk you choose? Consider some of your most frequently asked customer queries as examples, and conduct a support discussion from the perspective of the customer.

What can the customer expect to be able to see? What is the procedure for them? (Help Scout, for example does not have a customer-facing portal as well as ticket numbers which means the customer will only receive individual emails.)

Think about the experience you wish to provide your customers and then test it against the tools you use.

Try for help desk user experience

Your customer service representatives will use this tool all day long, every day. How do they find it easy to navigate what it is, how fast it can load and how fast will they be able to find the answers?

It is important that the help desk software you choose must, to the extent feasible, be uncomplicated for your staff, permitting them to focus all their time helping customers, and not fighting tools.

Consider scalability

Will this solution be able to continue working in the future as your business expands? Contact the sales and team about the success of the solution you’re thinking about for estimation of larger customer support capacity.

You don’t want to be paying them more expensive fees and greater complex software that you don’t require However, you do not want to select an entirely new help desk 12 months from today.

Review the options for reporting

Reporting testing can be difficult in the absence of an actual data report. Demonstration accounts will give you an idea of what’s possible. If you’ve taken the time to think about the metrics for customer service you use and the reasons behind them discuss with the help desk provider how they can assist you to achieve the results you want using their tool.

Prioritize the reliability and support

Who provides support to the support team? If the help desk system has an issue when an option isn’t clear or a process requires reworking, how do you find help? Not only do you have to know what help desk channels are accessible as well as how quickly you’ll get help and how skilled is the help desk staff members who assist you.

Every software product has issues, however, some firms do better than others at managing these situations. Send sample requests to every help desk support team, and observe how prompt helpful, efficient and friendly the answers are.

If you are unable to assist your own customers due to a help desk issue, a knowledgeable and responsive support team is extremely beneficial. You should also look through the feeds on Twitter along with the pages for status updates of your best options to find out how quick and efficient they are in the event of issues arising.

In addition to your personal experiences, you may also utilize reviews from other customers and opinions to guide your decision. Communities for customer service such as Support Driven are full of users who utilize help desk tools every day and are eager to share their experiences.

Create a strategy for switching help desks

If you’ve decided on your preferred option to go with a help desk and are ready to take action to make a change, you can spare yourself from a lot of headaches by making an outline.

Here are some questions to think about:

  • Have you got contact information forms you need to be kept up to date?
  • Is your knowledge base changing to a different tool also?
  • Do you have to create (or think about rethinking) processes and automated filters with this new program?
  • What will you do to educate your team members on using the latest tool?
  • Are there integrations available to move or connect?

We’ve prepared a guide for switching Help Desks to assist you in preparing in greater detail.

Choosing your perfect help desk

The move to a new help desk is a huge investment in your customer support team as well as your customers and ultimately your business. A lengthy list of features is great to be able to have but choose your option with a larger picture with an eye on it.

Keep in mind that the cost of selecting an instrument that is beneficial to your staff (and those you are selling to) is significant, therefore, it is important to make an educated choice.

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