Top 10 Help Desk Software for Small Business

help desk software

Since customer service often the key advantage in a competitive marketplace, small businesses and startups can now take advantage of affordable help desk software solutions over even larger competitors. But what mix of features should you consider and what terms should you be aware of? Which products are worth checking out first? To make your research easier, we've put together this roundup of the leading help desk software for small businesses. This will help you compare the important features.

Many companies believe they provide excellent customer service, but one study suggests the exact opposite: the majority of customers believe they receive poor service. Businesses that closed this gap in customer service have been able to thrive and gain more loyal customers.

Customer experience, such as using helpdesk systems to improve the quality of customer service, is gaining importance for companies.

There are certain factors to consider when looking for the right helpdesk system. Key features to look out for include customer management, user interface, ticket management, collaboration, security, and integrations, among others.

1. Freshdesk

Freshdesk

Freshdesk is a popular help desk software for small businesses. Its robust software is jam-packed with critical and advanced features for your customer support service at a low, scalable cost. Ticketing, self-service, automation, customization, collaboration, reporting and analytics, and a multichannel helpdesk are some of its key features.

The product is simple to use and intuitive. As a result, you and your help desk team won't have to spend much time learning how to use the platform, and you can start using the solution right away. Its plans are ideal for small businesses because they are scalable to meet the needs of the company as it grows. 
It even provides a free plan with basic customer support features for an unlimited number of agents. To see if it meets your needs, sign up for a 21-day free trial to test drive the software and experience its features firsthand without committing to anything.

Freshdesk now has a sandbox, which creates a testing environment for admins to try out new settings and functionalities within the app without affecting any customers or agents. The new Freshdesk audit log keeps you up to date on what's going on in your support desk and allows you to easily keep track of important changes. It also has a social signals feature that uses artificial intelligence to scour the internet for relevant tweets for your support team, as well as a "to-do" list to remind you and your team of customer call-backs and other important tasks.

2. Zendesk

Zendesk

Zendesk is a go-to help desk solution that includes a suite of products that work together to improve the quality of your customer service. Its user-friendly interface and responsive design make it simple to integrate the system into your workflows. Email, live chat, social media, phone, and SMS are all supported. It also enables effective collaboration, allowing your agents to solve problems more efficiently and productively.

You can use the software to automate a wide range of processes. For example, if you have a high volume of recurring customer inquiries, your agents can create standard responses by creating their own macros.

Zendesk offers a variety of plans for small businesses like yours. You can select from free and low-cost premium plans that include products such as a knowledge base, call center, and live chat.

3. SysAid

SysAid

SysAid is an IT service management and help desk solution that combines asset management, automation, and business intelligence in a single platform. It includes all of the tools you'll need to manage your IT support, including ticket management, a chat system, industry benchmarking, and IT asset management. It also has a self-service portal through which end users can submit tickets, check IT announcements, request services, and access the knowledge base on their own.

SysAid's automation feature is also noteworthy. It automates manual and repetitive tasks, reducing the workload of your service desk agents and allowing them to focus on more productive tasks.

Furthermore, SysAid allows you to personalize incident forms for more detailed reports. For example, you can explain the importance of the problem to your IT team. For common issues, you can use a pre-populated service record template or load it based on the ticket's category.

4. Freshservice

Freshservice

Freshservice is an IT support service desk. Because the system's user interface is intuitive and modern, teams can easily use it. As a result, only basic training is required. It is also adaptable to the needs of both IT and non-IT support. Multi-channel support automates tasks and handles support issues received via email, phone, chat, in-person, or self-service portals. It includes incident management, asset management, a service catalog, reporting, integrations, and gamification. You can even use its free plan if you have up to three agents and one hundred end-users.

Support staff on the go can use the mobile service desk app for Android and iOS devices to provide assistance. Freshservice plans are appropriate for small businesses because they are available for small and growing teams.

5. Salesforce Service Cloud

Salesforce Service Cloud

Salesforce Service Cloud is Salesforce's response to the customer service needs of businesses of all sizes, including small businesses. This software provides a plethora of features to assist you in managing everything from tracking support requests to routing inquiries. It combines service requests from various channels into a single convenient location, allowing you to sort, queue, and accommodate them more efficiently. Furthermore, it has excellent contact management tools that will assist you in improving critical customer support team metrics and KPIs.

This all-inclusive solution also includes case management, process automation, omnichannel routing, analytics, call center management, and telephony integration tools. More importantly, it enables users to create self-service portals for use. In terms of cost, the vendor currently offers three plans from little teams to enterprise users.

6. HubSpot Service Hub

HubSpot Service Hub

HubSpot Service Hub enables you with the tools you need to provide more organized, efficient, and frictionless customer service. It is a comprehensive business suite with built-in automation and reporting features that allow you to convert customer chat and emails into tickets. You can use the software to organize, prioritize, track, and resolve your tickets.

HubSpot Service Hub, with its powerful customer service tools, assists you in connecting with prospects and converting them into loyal customers. The conversations inbox is a particularly useful feature that converts your email inboxes, live chat, forms, and social media conversations into tickets and stores them in a single universal inbox.

Service Hub, as part of the HubSpot suite, integrates well with other HubSpot tools such as Marketing Hub and Sales Hub. They comprise the entire HubSpot CRM system, which provides you with comprehensive functionalities to increase customer satisfaction and improve business efficiency.

7. Cayzu

Cayzu

Cayzu is a help desk portal that allows you to manage all of your support inquiries in one place. It streamlines your workflows by automating tasks such as forwarding emails with specific subject lines or descriptions to the appropriate agent and labeling them as high priority—for example, billing. 
It also keeps all tickets active by automatically following up with customers who do not respond to your email and closing the ticket if no response is received within a certain number of days.

Cayzu recently launched its latest agent ticket screen design. Merging functionality in the main ticket grid, new internal notes for improved visibility, visualization enhancements for better merging, extended agent summary and SLA reports, new timesheet export function via the API, and breadcrumbs in end-user websites are all available.

8. LiveAgent

LiveAgent

LiveAgent is a help desk solution designed specifically for small businesses. It includes essential features such as ticketing, live chat, phone, social, and a support portal. It converts all of your communications into tickets, allowing you to manage your customer support requests in a more organized and streamlined manner. LiveAgent's main products are jam-packed with tools and features that will help you sort and manage your customer requests from various channels.

It comes in three SMB-friendly plans that are scalable based on the type of support you want to use, ranging from basic tickets and live chat to all-inclusive, full-featured packages. Aside from the cloud-based deployment, you can also buy a downloadable license and install it on your server for a one-time fee. These options allow you access to the company's robust ticket distribution processes, which allow you to collect information from your customers and route it to the proper support representatives.

9. Wix Answers

Wix Answers

Wix Answers is a free all-in-one help desk platform that includes smart tools such as a multi-channel ticketing system, built-in call center, knowledge base, and other features needed to provide efficient and timely customer support. Because all of its functionalities are already built into the industry-leading Wix infrastructure, you can be confident that you will be able to deploy the correct and timely help desk solution that you require, as well as much more.

Setting up your own Wix Answers help desk, like building a Wix website, is simple and can be completed in a matter of minutes, even for non-tech users. Once you've chosen a template, you'll need to customize its features to match your brand, integrate the necessary articles, publish it, and you'll have your own elegant and functional help desk for free.

Wix Answers is also very adaptable and scalable to meet your specific requirements. It recently developed the ability for help desk agents and support staff to open tickets on their clients' behalf. This innovative feature enables your team to take a more proactive approach to resolve actual issues that have arisen, even if your customers have not directly communicated them to you and your team. Being able to resolve a problem before it affects your customers not only reduces the number of tickets but also increases customer satisfaction.

10. Zoho Desk

Zoho Desk

Zoho Desk is a help desk system that provides solutions for customers, agents, and managers based on their context. Customers receive a prompt response through an easily accessible channel. Agents are equipped with the necessary tools to increase productivity and provide high-quality service. Managers are given data-driven information to help them make informed decisions. Furthermore, it automates redundant tasks, allowing your team to focus on high-priority tasks.

It effectively crunches performance metrics to assist you in identifying patterns and trends in your team. This assists you in developing strategic improvements for improved performance. This app is a robust solution for small business help desk processes, with key features such as a multi-brand help center, multi-channel support, contract management, multi-department management, and role-based control, among others. It is also priced on an agent-by-agent basis. It is also priced on an agent-by-agent basis. It even offers a free plan for up to three agents.

Zia, an advanced, context-driven AI, is a new Zoho Desk offering that undertakes a variety of critical support functions such as anomaly detection and sentiment analysis. Zia also collaborates with ASAP, Zoho Desk's self-service tool, to assist customers in their search for solutions. Zoho has also recently launched Blueprint, a new process management tool that allows your agents to easily create processes that allow for more efficient, stable, and reliable customer experiences.

Facts to Consider When Choosing a Help Desk Software

We recommend trying the top choices, but don't forget about the other help desk software products on the list. There will always be a software solution that is not only appropriate for your business but also provides functionalities that can further enhance your operations and truly support expansion and customer loyalty. This is why it is strongly advised that before you choose and purchase a help desk solution for your business, you must adhere to several best practices when selecting a platform. Among these are:
  • Determine your company's actual needs.
  • Make a budget.
  • Sign up for a free trial to try out the features for yourself.
  • KPIs should be measured using before-and-after scenarios.
Finally, a comprehensive business evaluation is required to assist you in determining the issues your small business is experiencing and which aspects of the customer support processes you want to improve or fill in the gaps.
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