Help desk software is designed to provide a customer with information and support regarding a company’s products or services. Customer inquiries are typically submitted via multiple channels including email, phone, or social media.
Help desk software provides a ticketing system for staff to organize and respond to customer inquiries as well as create information portals on the company’s website. Help desk platforms are used by customer service teams to streamline the support process and provide analytics into customer engagement across all communication channels. Help desk software may contain additional self-service, social customer service integrations or live chat software modules, or they possess those capabilities to create a complete customer service experience. Those that strictly concentrate on customer support tickets often integrate or run side-by-side with these other customer engagement products.
To qualify for inclusion in the Help Desk category, a product must:
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ProProfs Help Desk is a cloud-based customer support tool designed to help businesses build positive relationships with their customers. It provides a centralized information and support management dashboard, helping businesses handle their internal and external queries more efficiently. Key features of ProProfs Help Desk: Fast and effective ticket resolution ProProfs Help Desk plays a critical role in fast and effective ticket resolution, as tickets are assigned to the concerned individuals and teams. Tickets get resolved faster due to ticket prioritization, internal commenting and canned responses. Shared Inbox ProProfs helpdesk ticketing system enables managers and system administrators to efficiently manage customer-facing inboxes such as contact@, billing@, help@, support@, and sales@. Admin can assign tickets for faster resolution. Canned Responses Canned responses help agents to automatically communicate with their customers and also maintain brand consistency. Your customers don’t have to wait for an answer until the resolution of their queries. On the part of the agents, they don’t have to waste their time and energy in answering the same queries. Issue Tracking Tracking customer issues, requests, and bugs is a primary feature of ProProfs Help Desk system. Tickets are not missed, left unattended or, unresolved using this customer support tool. Reporting and Analytics ProProfs Help Desk comes integrated with a survey tool that enables businesses to capture customer feedback in real-time through customer and NPS (Net Promoter Score) surveys. The customer feedback helps to improve agent performance and customer experience. ProProfs Help Desk comes packed with other powerful features as well.
Bpm’online service is a comprehensive cloud solution that allows the management of customer requests and automates service operations by following pre-defined processes for full-cycle service management. Service agents can benefit from working in a unified environment to handle a constantly growing number of cases and service requests, managing case queues and delivering mass personalized communications. Bpm’online recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software). Bpm’online customer service is a robust application to ensure an omnichannel service and support. The product includes 2 editions with a different set of functions: Customer Service and Customer Center. Companies can benefit by choosing the edition that fits best their business specifics.
Helprace allows any company out there to offer spectacular customer service in an all-in-one platform. Helprace tightly integrates the necessary tools you need to offer amazing support. Tickets, Email Management, Customer Community, Feedback, Docs & Knowledge Base. Only pay for what you need & customize your help desk and user portal to your exact wishes.
WhosOn is a hosted or on-premises live chat solution that comes complete with real-time visitor tracking and analytics. WhosOn has been a leader in the live chat space for 15 years, and is a time-tested, ever-enriched solution. Today, WhosOn is the longest provider of chat in the UK and an established international brand. It is used in over 50% of the world’s countries, across six continents and in many different industries and languages. Setting WhosOn apart its is advanced scale and security. WhosOn comes complete with an extensive range of configurable functionality, which minimises the need for customisation and gives customers control over their solution. Importantly, WhosOn also has flexible deployment options; supporting on-premise, cloud, or hybrid implementations. Plus, the software offers extensive features and integrations that make it one of the more robust solutions in the market. WhosOn has a web analytics suite. It comes with fully-featured help desk and agent performance management options. It provides out of the box sentiment analysis. And it also has the most advanced real-time translation offering in the live chat software space. These features are still only scratching the surface. To try it for yourself, take out a free trial today: https://www.whoson.com/free-trial/
xSellco Helpdesk is the only purpose-built e-commerce help desk. Centralize all your customer queries and order details from every sales channel in one connected dashboard. xSellco prioritizes your inbox based on message urgency, as well as highlighting threads in all your sales, shipping and order information so you need never search for customer data. Suggested replies and automatic language translation will cut your response times, meaning more happy customers. Support better, sell more!
Consumer engagement and CRM software that enables companies to deliver exceptional customer experiences. Guide your agents through each consumer interaction with recommended steps that anticipate the consumers next move. Reduce consumer frustration with smart software that ensures your agents collect the right information for each situation. Personalize the consumer journey with unrivaled accuracy based on a single clear view of your consumers and their needs.
Faveo Helpdesk provides Businesses with an automated Helpdesk system to manage customer support. The word Faveo comes from Latin which means to be favorable. Which truly highlights vision and the scope as well as the functionality of the product that Faveo is. It is specifically designed to cater the needs of startups and SME’s empowering them with state of art, ticket based support system. In today’s competitive startup scenario customer retention is one of the major challenges. Handling client query diligently is all the difference between retaining or losing a long lasting relationship. The company is driven by passion of providing tools for managing consumer queries for strategic insights and helping companies take those decisive decisions. Faveo has been integrated with multiple platforms and new features being added each month. Faveo can also be customized according to requirement and we do undertake such request.
Inbenta, a global leader in artificial intelligence, utilizes patented natural language processing technology to provide a highly accurate search solution for customer support, e-commerce and chatbots. Inbenta's semantic search engine understands & delivers results based on the meaning behind customers’ search queries, not the individual keywords, leading to improved customer satisfaction, lower support costs and stronger ROI. The result: industry-leading 90%+ self-service rates.
Relay is an intelligent platform for technology support and customer service that enables you to deliver simple, predictive, and personal experiences at scale. Relay is powered by the Relay Technology Index, the most comprehensive global index of business technology currently available. The Relay Technology Index combines a universal technology dictionary with curated knowledge and insights from millions of support interactions. Relay uses artificial intelligence and bots to distill and deliver this knowledge in concise and digestible conversational responses to your agents or directly to your customers across the communication channels they use every day. Each interaction in Relay is utilized to understand each customer’s technology profile resulting in personalization and efficiency. The more you use it, the smarter it gets. Relay also has an expert network where you can seamlessly access remote and field services to augment your existing operations without adding headcount.
What is Web+Center? Web+Center is a suite of open source, web-based help desk applications that run onsite or in the cloud and support all browser-based devices, including PCs, Macs, smart phones and tablets. With access to 100% of the source code, organizations can create the ideal customized solution for their unique business needs for applications such as IT help desk, customer support, asset tracking and facilities management. Community colleges, hospitals, small businesses, non-profits and government organizations love Web+Center’s rich feature set and ease of use. A full version of the suite is free for up to 2 techs and does not time out, nor is it limited by the number of customers or cases.
Apptivo is a cloud platform of integrated business apps designed for companies of all shapes & sizes. Manage nearly any business task using Apptivo's Apps, from sales & marketing, to billing & support, and everything in between. With Apptivo there is no per-app pricing, get access to the entire platform starting at just $10 monthly per user. Whether you use Apptivo for a single app, or to manage your entire business, it will deliver incredible value to the entire organization. Our apps cover the complete customer life cycle: Marketing - Create targeted lists of contacts, build & deliver email campaigns, and track analytics. Sales - Complete CRM capability with robust contact management, sales pipeline, automation, and reporting. Help Desk - A powerful ticketing system with email integration, web portal, and time tracking. Project Management - Manage project schedules via gantt charts, track time & milestones, and invoice for effort spent. Field Service - Work order assignment & dispatching, mobile photo, time, and materials capture, and billing. Quoting & Billing - Build professional quotes & email them to your customer with integrated billing & recurring invoice capabilities. Order Management - Turn quotes into orders, track inventory & shipments, and bill the customer for your product. Procurement & Supply Chain - Manage your vendors, track purchase orders & invoicing, and manage inventory. Apptivo is used by hundreds of thousands of businesses from 193 countries around the world, and can accommodate independent consultants up to billion-dollar enterprises. The flexibility of Apptivo is one of our 3 primary differentiators: Affordability, Flexibility, and Capability. With our entire suite of business apps available for a single price, we offer rich & powerful features across a wide set of apps that offer unparalleled capability for their value, with best-in-class configuration capabilities that make the system flexible for any type of business.
Helpdesk software that helps mobile app users stay productive. appVuze is designed to minimize frustration - for the helpdesk agent and the mobile app user. appVuze allows help desk agent to view remote mobile device screen, and use chat/voice/video to talk with mobile app user to help resolve the problem.
Cayzu is a cloud-based help desk software solution designed to manage customer service for small and medium sized businesses. Cayzu features include ticket management, Facebook & Twitter integration, mobile apps, real-time reporting, and instant notifications; manage multiple brands from a single portal and more. Forget complicated and expensive licensing and take control of your support with pricing starting at FREE forever for 3 agents.
xSellco has one goal: to simplify and solve eCommerce for online sellers. xSellco offers a suite of products which help sellers all over the world accelerate growth in every aspect of their business. From sales, to engagement, to support, to reputation, more than 3,000 customers globally are selling more with xSellco. eDesk by xSellco is all about simplifying eCommerce support. Technology has transformed the way we sell & heightened customer expectations. Online sellers need to sell across multiple marketplaces, meet customer demands and beat their SLAs. This causes disconnected conversations, time-consuming, manual work across multiple marketplaces and frustrated customers. Enter eDesk; intelligent support, built for eCommerce. By integrating with all major marketplaces, shopping carts and social channels, eDesk handles the support so you can get back to selling. eDesk by xSellco is the next generation of helpdesks. Faster, with a brand new interface, one-click A.I. assisted ticket resolution and additional marketplace integrations, eDesk is the natural evolution of xSellco’s original HelpDesk offering. Find out more at www.edesk.com
4 years ago, Simon Sewart was the founder of a small business (ClinicAppointments.com) with 18 employees that was struggling to respond quickly and efficiently to customer emails. Simon looked at all of the available help desk software on the market and quickly discovered that none of it had been built for SMEs; it was all too complicated to configure and use. EvantoDesk is simple help desk software designed specifically for SMEs; in many ways as powerful as enterprise software but without the complexities.
//The Best Customer Service and Live Chat Helpdesk For Shopify And Shopify Plus// Gorgias is the all-in-one helpdesk for customer service and live chat. It collects customer support messages from every channel (email, live chat, phone, etc.) into one view to help you streamline your support tickets. It also has the most powerful integration with Shopify and Shopify Plus, so you can see order details for a customer, and refund, cancel, or duplicate orders without leaving the helpdesk app. Use templates, automations, rules, and macros to cut support time. Your support team will be more productive and your customers will love you. "Thanks so much for this app, It's exactly what an eCommerce business owner needs in order to grow and sleep quietly the same time." - Kewlioo //Provide Customer Service On Every Channel// - Manage conversations from email, live chat, phone, and social media in one helpdesk - See the full customer chat and message history across different channels in one view - Provide support for multiple stores from the same dashboard “It's made our lives much simpler and we are able to access all incoming questions whether from Facebook, Shopify, email or chat all in one place.” - The Dry Eye Shop //Cut Support Time In Half// - Respond instantly with live chat - See customer details and orders right next to the ticket - Respond with one click using pre-made templates - Use Macros (variables like order status, shipping date, etc.) so you never have to type them out! “Life changing app! We save roughly 4 hours per day now using macros that they helped us create.” - Baltic Essentials //Eliminate Ticket Backlog// - Set up automated responses to common tickets like “where’s my order?” - Create rules to manage your inbox, like tagging a ticket as urgent if it contains the word ‘refund’ “This app is incredible, It cut my workload by 70% and make our customer service much more efficient” - Planet54 //Increase Conversions And Revenue// - Chat with customers currently on your store - See which pages they're on and their purchase history - Trigger chats on important pages, like the checkout “Between their live chat and tag functions, we are able to get back to our customers twice as fast as before!” - Brave Star Selvage //Do More Than Reply To Emails// - Integrate other apps (loyalty programs, payment softwares, shipping providers, etc.) - Perform actions like awarding loyalty points without leaving the conversation - Cancel, refund, or duplicate orders with a click from inside Gorgias "This app will end up paying for itself over and over with the amount of time and hassle saved" - iWalldock //The highest rated stores use Gorgias// - Timbuk2: Popular messenger bag brand - Thrive Causemetics: Luxury cosmetics - Darn Good Yarn: Yarn subscription - Frichti: Largest food delivery service in Paris
Help Sumo is more affordable, easier to setup and use, and designed mainly for small and medium sized business. Help Sumo includes a built in Knowledge Base which allows your Service Desk staff to quickly find related known error data, resolutions and workarounds; convert tickets into Knowledge Base articles; and provide end user accessible Knowledge Base search capabilities
KronoDesk is an integrated customer support system that includes help desk ticketing, support forums and a knowledge base in an easy to use web-based interface. KronoDesk is available in either SaaS/IaaS/PaaS or on-premise confugurations and includes a mobile web interface and fully customizability at no extra cost.
Qminder is a cloud-based queue management system. With an easy setup, Qminder helps retail locations manage their sales floor, and enables customers to shop instead of waiting in a line. We personalize the on-site brick & mortar customer experience to make happy customers and increase sales. Qminder actively serves millions of customers around the world. We are trusted by AT&T, Sprint, Verizon retailers, and customer service locations at Uber, World Bank, and the Olympics.
Talkative helps businesses convert online customers by enabling human communication through your website, face-to-face, page-by-page. The Talkative software solution allows companies to embed voice, video, chat and cobrowsing into their websites. This allows businesses to offer another level of customer service and improve the visitors’ customer experience, by helping solve problems, offer solutions and guiding users through the website.