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The support you offer your customers — both before and after they buy and use your products or services — helps them have an easy and enjoyable experience with you. Even in the age of technology, the human touch in helping customers is crucial. Customer service is meeting the needs and desires of any customer.
Help desk and ticketing software help customer service representatives document, route, track, resolve and report customer issues using their service or system. This technology greatly helps with customer relations management (CRM). These solutions streamline the issue resolution process by automating many everyday support activities. Ultimately, they improve agent productivity and increase customer satisfaction.
Help desk software is the heartbeat of a well-run help desk and is vital for business owners. It's one of a company's top priorities whether that company is a small to midsize business (SMB) or a large organization.
The Top 8 Ticketing And Help Desk Software
1. Monkeypesa
Monkeypesa is a customer support software catering to multiple arms of your business - from sales marketing, automation and customer support. With the spirit of helping small and medium enterprises grow and thrive in business, Monkeypesa is a user-friendly tool. The pricing, features, analytics, easy to interpret dashboard makes it simpler for the users.
MonkeyPesa Features:
Team collaboration
360-degree view of customers
Livechat software
Ticket routing
API
Automation
Community forums
Self-service portal
Insights, analytics and reports
Human Resources and payroll
Live Chat
Bulk SMS and email management
Monkeypesa has a live-chat portal that allows customers to interact with a customer service agent right from the company's website. Clients use this chat-enabled service to reach out to the company for inquiries. The service is pertinent for businesses and companies relying heavily on their websites for traffic and customers.
It is important to note that clients do not want to be stranded for long waiting for replies. Therefore, employ a large team or use multiple software such as chatbots to automate some chat interactions. Live chat software enables agents to solve customer issues in real time and from wherever they already are. It makes the process comfortable as it is instant and doesn't need a physical meeting. Here, the reps can catch issues instantly during the conversation.
Email management is another crucial aspect of MonkeyPesa customer support software. Email interactions are notorious for being slow, especially if few monitoring agents and a high volume of emails daily. Customers may need a response faster than some email service strategies can provide, especially when the conversation requires more than an initial email and a reply.
Any capable customer service team should possess a central and accessible knowledge base to simplify simple inquiries. MonkeyPesa lets you build a knowledge base backed up by well-written articles for customers to peruse through searching for answers. Without the articles, there is no knowledge base. A knowledge base is the end product of collecting and organizing that information into a usable form. This feeds directly into the self-service portal. This is the ultimate test for your customer support. This section is filled with an FAQ (Frequently Asked Questions) database and a knowledge base that contains other information like product specs and case studies. Customers can easily comb through these and find answers to the queries of those before them.
Social Media is a very relevant tool for sales and marketing today. Every passing day, there is a new social media channel your clients and prospects sign up for. MonkeyPesa provides a centralized location for all your social media interactions — tweets, posts, reels, videos, comments, replies, and Direct Messages. Accessible Communication is a giant step toward maintaining good relationships with clients. Strong relationships generate more sales and support, improve client satisfaction, and can even reduce business expenses.
2. Hubspot
HubSpot is one of the most well-recognized CRMs in the industry. They have various software and solution suites for managing customer relationships.
These offerings are segmented into three main categories: sales, marketing, and service.
The HubSpot Service Hub is an exceptional solution for managing customer issues through service tickets. The best part: they offer free CRM solutions, including software for customer service.
Free features include ticketing, live chat, chatbots, team email, and a conversations inbox. You’ll also benefit from free email templates, closed ticket reports, and time-to-close reports.
HubSpot proves that you don’t need to spend much money improving your customer service with software. After all, this won’t cost you a thing.
For those of you who want access to advanced features and benefits, here’s an overview of the paid plans:
Starter — $40 per month
Includes two paid users
Canned snippets
Meeting scheduling
Agent productivity reports
Calling
Professional — $320 per month
Includes five paid users
Ticket status, routing, automation, and pipelines
Knowledge base
1:1 video creation
Custom reporting
Surveys for NPS, experience, and support
Enterprise — $1,200 per month
Includes ten paid users
Playbooks and goals
Hierarchical teams
User roles
Single sign-on
Integrates with Slack
All rates are based on an annual contract.
3. Agile CRM
Agile CRM provides superior customer service and maintains satisfied customers over the long term. Agile CRM enables businesses to provide a more personalized customer support experience. With many powerful help desk automation features at your fingertips, you will better understand your customers so you can assist when they need you most.
4. Zoho Desk
Zoho is one of the most famous names in the world of business software and CRM. They offer sales, marketing, email, collaboration, finance, accounting, human resources, and business intelligence.
But one of the best solutions they offer is Zoho Desk—IT and help desk software.
Zoho Desk has solutions for customer service agents, managers, and customers. But above all, it’s arguably the best customer service software for managing and closing tickets.
5. Live Agent
LiveAgent is an excellent Hubspot Service Hub alternative for small and medium-sized e-commerce, telecom, and SaaS businesses that want to offer excellent customer service on a budget. This fully-featured help desk software helps you bring personalization to your customer interactions.
The best part about this tool is that it lets you combine all your communication channels, like email, live chat, calls, and social media, into a shared company inbox.
LiveAgent harnesses the power of an omnichannel universal inbox, real-time live chat, a built-in call center, and a robust customer service portal. Personalize your communication by leveraging our customer segmentation, automation, built-in CRM, powerful analytics package, and customer knowledge base. Discover over 175+ help desk features and 40+ integrations.
