Top 10 Helpdesk Software and their features
Helpdesk software are basically computer programs designed to help the customer care operators in dealing with their customers. They keep track of user requests and complaints and make customer care service effective.
Why use Helpdesk Software?
It makes the processes related to customer care services very fast. They can also reduce the pressure of the employees.
Some simple queries can also be dealt with without human intervention. Using helpdesk softwares machines and humans work together and make the work efficient and convenient.
A good helpdesk acts as a bridge between customers and company. If put into good use it improves customer satisfaction.
Advantages of Helpdesk Software
Following are the advantages of using helpdesk softwares:
- They make communication with your clients more effective.
- They help to speed up your response time.
- These software increases customer satisfaction
- They makes customer feedback response management easy.
- There is an improvement in team productivity and sales.
Ten Best Helpdesk Software:
ManageEngine ServiceDesk Plus
It is a web based IT helpdesk system that delivers excellent customer service.It uses IT tickets for tracking and managing user issues.
- Best practice ITSM workflow.
- Smart Automation.
- Powerful integration with IT management apps.
- Codeless customizations
- Extensive reporting capabilities.
Zoho is a cloud based context aware customer service software. It helps to manage conversations across emails, phone, social media etc. It also provides the feature of live chat. Zoho helps to solve real time customer problems.
- Social media monitoring
- Workflow Automation
- Customer complaint Tracking
- Multi-channel management
- Self service portal
It is a multichannel ticketing software that tracks the communication of customers across email, phone calls, live chat, twitter etc. It can manage customer support for multiple channels through a single staff portal and provides each brand its own customer portal.
- Email integration
- Online Forums
- Collaborative inbox for teams
- Customer database
Team Support is an easy to use, cloud based helpdesk software that helps companies to enhance their customer relations. It provides a centralized system to monitor customer issues as well as manage business relations. It helps B2B companies to increase efficiency and rate of interest of their service or product.
- Client/property matching
- Trend/problem indicators
- Customizable branding
- Access controls and permissions
- Text Analysis
Faveo is best suited for startups as it adds new features every month depending upon the changing market. It provides automated helpdesks to manage customer support. It has been integrated with multiple platforms. Best thing about Faveo is that it can be customized as per the requirement if requested.
- It provides surveys and feedback.
- Knowledge based management
- IT asset management
- Issue tracking
- Billing and invoicing
It is a cloud based helpdesk software. It is best suited for small and medium sized enterprises. Teamwork also offers many functionalities like payroll management and biometric time management
- Live chat system
- Time and expense tracking
- Client portal
- Cost-to-completion tracking
- Agile methodologies
UVdesk is an open source helpdesk which is used mostly by developers and merchants. They can develop a fully functional enterprise using it. It provides predeveloped amazing features which can be beneficial to any kind of organization. It is the best dynamic help desk for a business in any kind of industry.
- Cloud computing
- Email templates
- Automated reports
- Social media integration
- Automated routing
It was one of the best and fastest helpdesks in the market. It helps your company to grow in a short span of time by providing a centralized support system. You can organize and prioritize ticket urgency and current status.
- Service catalog management
- Inventory Management
- Surveys and feedbacks
- Ticket management
- Live chat system
Atera is a process automation software that is mostly used by It service providers. It helps organizations with integration, automation and business processes. It is a cloud based software which offers backup and recovery, issue management and invoicing.
- IT budgeting
- Bandwidth monitoring
- Server monitoring
- Automatic scans
- Event management
Freshdesk is a cloud based customer support software that provides services through commonly used mediums such as telephones, emails and social media sites like twitter, facebook etc. on your own branded community.
- Service level agreement management
- Problem management
- Social medium integration
- Online activation
- Customer database
It is nearly impossible to keep a track of all the customer requests and issues manually, so it becomes very important to choose a good helpdesk software. You can use any of the software mentioned above or any other depending on your organization. Using a good software is a very crucial step and it should be chosen very carefully to increase customer satisfaction and manage your knowledge base.