The best help desk software platforms of 2022 will be those that can offer businesses a complete view of all customer interactions, regardless of the channel used. In addition, these platforms must be able to quickly and easily resolve any customer issues.
To ensure you are selecting the right platform for your business, review the top five platforms in this article. Each platform has its own unique strengths and weaknesses, so be sure to find the one that best fits your needs.
What is Help Desk Software?
Help desk software is a computer software application that aids in the support of end users of information technology services. It typically provides a single point of contact for end users to contact when they experience a problem with an information technology service.
The help desk software typically collects information about the problem, tracks its resolution, and generates reports on service levels and customer satisfaction.
The first help desk software was developed in the early 1980s by Microsoft. It was called Microsoft Help and it was bundled with the MS-DOS operating system. Today, there are many different help desk software applications available, both commercial and open source.
The features of help desk software vary depending on the vendor, but typically they include:
Contact management: This includes the ability to create user profiles with contact information, as well as track interactions with users (calls, emails, chats, etc.).
This includes the ability to create user profiles with contact information, as well as track interactions with users (calls, emails, chats, etc.).
Ticket management: This allows help desk staff to track and manage support requests from start to finish. It may include features such as ticket routing and assignment, SLA tracking, and ticket escalation.
This allows help desk staff to track and manage support requests from start to finish. It may include features such as ticket routing and assignment, SLA tracking, and ticket escalation.
Knowledge base: Often included in help desk software is a knowledge base or self-service portal where users can find answers to common problems without having to contact the help desk.
This can reduce the number of support requests that need to be handled by the help desk staff.
Often included in help desk software is a knowledge base or self-service portal where users can find answers to common problems without having to contact the help desk.
This can reduce the number of support requests that need to be handled by the help desk staff. Reporting: Most help desk software includes reporting features that allow administrators to track service levels and customer satisfaction over time. This can be used to improve service quality and determine areas for improvement.
Most help desk software includes reporting features that allow administrators to track service levels and customer satisfaction over time. This can be used to improve service quality and determine areas for improvement.
Customer Self-Service: In addition to a knowledge base, many help desk applications include functionality that allows customers to submit support requests online without having to contact the help desk directly. This can improve efficiency for both customers and help desk staff.
Important Features When Choosing Help Desk Software for Customer Support
When it comes to customer support, timely and effective resolutions are key to keeping your customers happy. That’s why it’s important to choose the best help desk software for your business. Below are some important features to look for when making your decision:
Ease of use
One of the most important factors to consider when choosing help desk software is how easy it is to use. The software should be intuitive and easy to navigate so that your support team can get up and running quickly.
Flexibility
The help desk software should be flexible enough to meet the needs of your business. It should allow you to customize workflows and ticketing processes to match your specific needs. Additionally, the software should be scalable so that it can grow with your business.
Integrations
The help desk software should be able to integrate with other applications used by your business. This will allow you to streamline support operations and improve efficiency.
Reporting and analytics
The help desk software should include robust reporting and analytics features. These features will allow you to track ticket data and measure the performance of your support team. This information can be used to improve customer support operations.
Salesforce
Salesforce is one of the most popular help desk software platforms on the market. It offers a wide range of features and capabilities, making it a great choice for businesses of all sizes.
Some of the key benefits of using Salesforce for your help desk needs include:
- Ease of use – Salesforce is easy to learn and use, even for those who are not tech-savvy. This makes it a great choice for businesses that want to get up and running quickly and easily.
- Robust feature set – Salesforce comes packed with features, making it a highly versatile platform. This allows businesses to customize it to meet their specific needs and requirements.
- Scalability – Salesforce is scalable, meaning that it can grow with your business. As your business grows, so can your help desk capabilities with Salesforce.
- Excellent customer support – Salesforce offers excellent customer support, ensuring that you always have someone to turn to in case you need help or guidance.
Overall, if you are looking for a powerful and versatile help desk solution, then Salesforce is a great option to consider. It offers a wealth of features and capabilities, as well as excellent customer support, making it an ideal choice for businesses of all sizes.
Zendesk Support
If you’re looking for customer service software that is both powerful and easy to use, you should consider Zendesk Support. This platform allows businesses to manage customer interactions across all channels, including phone, email, chat, and social media.
Zendesk Support is packed with features that can help you improve your customer service operations. For example, you can use it to create custom workflows to automate tasks, set up triggers to send automated responses to customers, and track customer interactions in real time.
Additionally, Zendesk Support offers a number of reporting features that can help you measure the effectiveness of your customer service operations.
You can use these reports to identify areas where you need to make changes or improvements and track the progress of your efforts over time.
Overall, Zendesk Support is a powerful and versatile customer service platform that is easy to use. If you’re looking for a solution that can help you improve your customer service operations, this is a great option to consider.
Freshdesk
Freshdesk is a help desk software platform that allows businesses to manage customer support interactions and tickets from a single interface. The platform offers a number of features and benefits, including:
- A Ticketing System: Freshdesk’s ticketing system allows businesses to create, assign, and track support tickets. The system also provides users with a variety of tools to help them resolve tickets quickly and efficiently.
- A Knowledge Base: Freshdesk’s knowledge base allows businesses to create and store articles, how-to guides, and other support documentation. This can be helpful for customers who are looking for self-service support or for businesses that want to provide additional support resources to their customers.
- Customer Profiles: Freshdesk’s customer profiles allow businesses to track customer interactions and tickets over time. This can be helpful for businesses that want to keep tabs on customer support trends or for businesses that want to provide personalized support to their customers.
Freshdesk is an excellent help desk software platform for businesses of all sizes. It offers a wide range of features and benefits, and it is easy to use. If you are looking for a reliable and efficient way to manage customer support interactions, then Freshdesk is the platform for you.
HubSpot
In 2022, HubSpot was named the best help desk software platform by G2 Crowd. HubSpot’s help desk software is designed to make it easy for businesses of all sizes to manage customer support interactions.
The platform allows businesses to create and manage tickets, track customer interactions, and collaborate with team members.
HubSpot also offers a wide range of integrations with other software platforms, making it easy to manage customer support interactions from a single interface. The platform is also highly customizable, allowing businesses to create a support experience that meets their specific needs.
HubSpot’s customer support team is also highly rated, offering fast and responsive support to customers who need help using the platform. Overall, HubSpot is an excellent choice for businesses looking for a comprehensive help desk software solution.
Zoho Helpdesk
Zoho Helpdesk is a cloud-based help desk software that lets you manage customer support from a single platform. It offers a wide range of features such as ticketing, self-service, knowledge base, reports, and more.
The software is easy to use and can be customized to meet the needs of your business. It also integrates with other Zoho applications, such as Zoho CRM, so you can manage customer data and interactions seamlessly.
Zoho Helpdesk is a great option for businesses of all sizes and offers a free trial so you can try it before you buy it.
Comm100
Comm100 is a help desk software platform that allows businesses to manage customer support interactions and track customer data. The platform offers a variety of features, including chat, ticketing, and call center functionality.
Additionally, Comm100 integrates with a number of other business applications, such as Salesforce and Zendesk.
One of the standout features of the Comm100 platform is its chat functionality. Chat is a great way to communicate with customers quickly and efficiently, and Comm100’s chat functionality is particularly robust.
The platform allows businesses to create chatbots, which can be used to automatically answer common customer questions. Additionally, businesses can use Comm100’s chat reporting tools to track how customers are using the chat function and identify areas for improvement.
Another key feature of the Comm100 platform is its ticketing system. The ticketing system allows businesses to track customer support interactions and assign tasks to specific team members.
This can help businesses ensure that each customer interaction is handled in a timely and efficient manner. Additionally, the ticketing system provides businesses with valuable data about customer support interactions, which can be used to improve customer service policies and procedures.
Finally, the Comm100 platform also includes a call center function. The call center function allows businesses to manage customer support interactions via phone.
This can be useful for businesses that have a large number of customer support interactions that take place over the phone. Additionally, the call center function provides businesses with data about customer support interactions via phone, which can be used to improve customer service policies and procedures.
JitBit
JitBit is a help desk software platform that enables businesses to manage customer support tickets and track customer interactions. The platform offers a wide range of features, including the ability to create and manage support tickets, track customer interactions, view customer activity reports, and more.
Additionally, JitBit integrates with a number of third-party applications, such as Salesforce, Zendesk, and Desk.com, which allows businesses to manage customer support tickets and track customer interactions across multiple platforms.
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Conclusion: 7 Best Help Desk Software Platforms A Must Know: Guide 2023
It’s been a long journey, but we’ve finally reached the end. These are the best help desk software platforms of 2022. Each has its own unique strengths and weaknesses, so it’s important to do your research before settling on one.
Hopefully, this article will make the process a little bit easier for you. Thanks for sticking with us all the way to the end!