• Ssemujju Lewis E

The Top 8 Ticketing And Help Desk Software

The motto of the game is to provide quality over quantity. Companies today are pushing to go the extra mile in catering to their clients. That’s because loyal customers are less likely to leave you for a competitor and more likely recommend you. Loyalty above all. This translates into more business for you, at a lower cost in marketing.

Customer service is the direct one-on-one interaction between a consumer making a purchase and a representative making a sale.

It is the support you offer your customers — both before and after they buy and use your products or services — that 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 common 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 a vital consideration for business owners. In fact, it's one of a company's top priorities whether that company is a small to midsize business (SMB) or a large organization.

Common Features of Customer Service Software

Depending on the buyer you are and what you are looking for in dealing with your customers, there are different features in each customer service software.

Live Chat: 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.

Analytics and Reporting: This helps reps generate custom reports on performance, customer satisfaction and help the entire organization make adjustments regarding reviews.

Phone Support: A phone conversation remains a highly trusted form of addressing high stake issues. It happens in real-time and helps the customer service representatives catch issues instantly. It adds a personal touch to the relationship with the customer as they know they are speaking to someone willing to listen and help.

Email Support: Do not be misled. Email communication is not dead. It is an old but highly reliable and effective form of communication. A Human Resources, Payroll, or IT team, for example, could use email to answer questions for full-and part-time employees.

Messaging Apps: The evolution of technology has led to the birth of Apps like Telegram and WhatsApp that have changed how we all communicate. These Apps are a very comfortable alternative for customers who would not favor phone calls or email.

Knowledge Base: Manages a repository of descriptions to common or previously resolved problems. These resources might be available publicly via a self-service website or reserved for internal use by CSRs.

Multi-Channel Management: Allow customer interactions received through multiple channels, including phone, Web, email, live chat, mobile app, Facebook, Twitter, etc.

The best customer service software today

1. Zendesk

Zendesk’s customer service software empowers businesses to build effortless customer experiences. Conversations flow seamlessly across channels, leading to greater productivity and satisfaction all around.

The Agent Workspace within Zendesk’s Suite equips agents with all the tools they need to collaborate, other teams, and deliver fast, personalized responses on any channel—from a single, unified interface.

Zendesk gives you the tools you need to manage omnichannel customer service. You can provide customer support via email, live chat, voice, Facebook, Twitter, WeChat, WhatsApp, and more.

Professional Support Suite — $89 per agent per month

  • Omnichannel support

  • Social messaging add-on

  • Self-service knowledge base

  • Dashboards and reporting for all channels

  • Talk partner edition

  • Multiple ticket forms

Enterprise Support Suite — $149 per agent per month

  • Roles and permissions with skilled base routing

  • Multi-brand support

  • Chat widget and web SDK

  • Content cues to identify knowledge gaps

  • 24/7 live chat and phone support

2. Zoho Desk

Zoho is one of the most popular 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 that 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.

3. Live Agent

LiveAgent is a great Hubspot Service Hub alternative for small and medium-sized e-commerce, telecom, and SaaS businesses that want to offer great 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, built-in call center, and a robust customer service portal. Personalize your communication by taking advantage of our customer segmentation, automation, built-in CRM, a powerful analytics package, and our customer knowledge base. Discover over 175+ help desk features and 40+ integrations.

4. Fresh Desk

FreshDesk is suitable for businesses of all types and sizes. Its simple UI and straightforward features make it a popular choice with startups. The platform enables you to provide customer service across all social platforms with built-in AI and self-service capabilities.

Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets and unifies ticket resolution across channels. Additionally, Freshdesk lets you automate workflows, provide self-service, manage SLAs, and measure metrics so that you can stay on top of all things customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot, predictive support capabilities, and field service management.

It's simple and easy to use. That’s why it’s trusted by 150,000+ businesses, including American Express, HP, Hugo Boss, Toshiba, Cisco, Honda, The Atlantic, QuizUp, and Panasonic.

5. Hubspot

We are probably saving the best for last.

HubSpot is one of the most well-recognized CRMs in the industry. They have a wide range of software and solution suites for managing relationships with customers.

These offerings are segmented into three main categories: sales, marketing, and service.

The HubSpot Service Hub is their 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 is proof that you don’t need to spend a ton of 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.

6. 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 a host of powerful help desk automation features at your fingertips, you will better understand your customers so you can be there to assist when they need you most.

7. Jira Service Desk

Jira Service Desk (starting at a $10 flat rate per month for one to three agents) holds significant open-source street cred since multiple well-known open-source projects use it as their primary software development issue tracking tool. That makes it a key component in managing software bugs and their eventual disposition, a task for