First of all what is a Helpdesk app exactly?
Helpdesk app is all about brand reputation because it acts like a defense mechanism against negative customer experience. It empowers agents and customer service reps to quickly and effectively respond to various customer issues, thus ensuring positive feedbacks which results in a good reputation. There is a growing plethora of help desk solutions available, some are more suitable for SMBs, others are better suited for larger businesses and some are more suited for internal IT organizations.
Therefore, choosing a help desk platform for your company is quite a difficult task but don’t worry because we’ve got you covered. We put together a list of 5 popular help desk software in 2018 to help you find the one you need:
HappyFox is a practical helpdesk platform intended for SMBs, larger enterprises and public administrations regardless of industry and can be used by most departments in an organization, especially by internal IT departments. HappyFox offers an intuitive interface that helps you focus on incoming requests and multi-channel ticketing systems. It also provides in depth-reporting and analysis with amazing visual representation, powerful automation tools and SLA Management, just to name a few.
Pricing: if you are interested in trying it out first, HappyFox lets you schedule a one-on-one demo. There are 3 pricing plans available: Mighty, Fantastic and Enterprise packs that come with SSL security, unlimited tickets, build-in knowledge base, multilingual support, rich text formatting in tickets and mobile apps. All of these plans require a minimum of 3 users.
LiveAgent is a feature-rich customer support platform that collects customer feedback and turns it into a support ticket. These tickets come from multiple channels (emails, live chats, tweets, FB messages). After collecting communication LiveAgent will process it and route it to the right support agent at the right time at central location. LiveAgent has in-build LiveChat system which offers more flexibility. Some of the features of this helpdesk software are: hybrid tickets, automatic tickets distribution, analytics, help center, gamification, service-level agreement (SLA) and so many more.
Pricing: It offers a free trial with no credit card required and 2 pricing models: subscription plans and a self hosted downloadable license (includes a one-time fee, 30-day money back guarantee and all channels support) for $11.950 for 20 agents. There are 3 subscription plans available priced per agent: Ticket plan for $12/agent/month, Ticket + Chat which costs $29/agent/month and All-inclusive priced at $59/agent/month .
Freshdesk is a simple yet robust helpdesk platform specially designed for SMBs and startups. It makes ticket creation and management simple because it has an user-friendly interface that allows even those less tech-savvy employees to navigate with ease. Freshdesk’s features include: integrated game mechanics, customer satisfaction survery, community forums etc. The advanced reports enable users to know if a ticket is assigned to another agent and to track tickets of interest. It has configuration and customization abbilities which allow you to access a gallery of themes, to automate workflow and manage escalations.
Pricing: There is a free trial available that doesn’t require using a credit card. It has 5 differentplans and is priced monthly per support agent . The plans are: Sprout, Blossom ($19/agent/month), Garden($35/agent/month), Estate ($49 per agent/month) and Forest ($89 per agent/month).
Zendesk is one of the leading virtual helpdesk software apps on the market today and it suits growing businesses that are willing to pay extra money but is a solution available for a wide range of businesses. Some of this helpdesk software’s perks are: it has a flexible and easy deployment method, offers multi-channel support and advanced email features, supports more than 100 out-of-the-box ingregations with third-party apps and enables self-service support through public and private forums. In addition, you can use Zendesk for reporting and analytic purposes, exporting tickets to CSV and for its trigger system that helps you save time and automate your business.
Pricing: Zendesk is available in 5 SMB and enterprise subscription plans: Essential plan ($5/agent/month), Team pricing plan for $19/agent/month, Professional plan ($49/agent/month), Enterprise ($99/agent/month) and Elite ( $199/agent/month). Each and every plan has its own set of features and is billed annually. If you want to try it out first, the free trial starts at Professional.
TeamSupport is a complete helpdesk suite which targets B2B software industry for both SMBs and large enterprises. It also encourages teams, rather than individuals, to get resolve issues. It enables you to collaborate and communicate more efficiently, to streamline connections between all departments and it helps your business run like a single unit and that is why TeamSupport suggests we compare their platform to a staff exclusive Facebook version. Employees can address customer concers and offer support to one another. Some of its top features include: product and inventory tracking, ticket collision prevention, screen recordings, rights management, ticket queues etc.
Pricing: TeamSupport is available in SMB and enterprise pricing plans as follows: Support Desk which costs $40/agent/month and Enterprise pack priced at $55/agent/month. These two plans are billed annually and each includes specific features.
Resolving customer problems and providing a great customer experience is a company’s top priority and having a good reputation is an essential key of sustaining your business. Therefore, picking the right platform can definitely help you achieve this goal.