Freshdesk also offers built-in ticket time-tracking, which it says helps find bottlenecks in the support process. These features include team-wide support inboxes, automated ticket dispatching, social customer support, and community forums. Like many of the services listed here, Freshdesk’s help desk offers many of the features companies have come to expect. It also offers flex pricing, which runs for $1 per part-time agent per hour. Pricing: starts at $49 per agent per month. As Salesforce noted last year, the service is easy to set up as well: When apparel company Bonobos signed on, it set everything up within a single weekend. With minimal set-up, companies can field questions from not only phone calls and email but Facebook and Twitter as well. Like Deskero, Salesforce’s puts a social spin on help desk software.
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Pricing: Deskero’s services come in four lines - “Newbie,” “Social,” “Business,” and “Power” - which run from free (for one agent) to $78 per user per month. But what sets the service apart is that it also includes support for social networks like Twitter, Facebook, and Linkedin, enabling users to automate the importing of any interaction no matter where it’s initiated.
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DeskeroĪs with most help desk software suites, Deskero enables support agents to field questions from a variety of sources, including email, phone calls, and chat. Pricing: The basic version runs for $50 for 100 active users, and the “professional” plan costs $780 for 10,000 active users. (Awesomatic calls it “asynchronous” support.) Other features include real-time analytics, threaded conversations, and fielding questions both via chat and email. The idea, as the company explains it, is “engage users where they are.” While Awesomatic is one of the newer services on this list, it’s different among help desk services because it exists inside of your app, not on a separate website. What did we miss? Let us know in the comments and tell us why your favorites stand out. Here are a few of the newer, more nimble help desk companies out there. In other words, this might be the most interesting time for help desk software in, well, ever.
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Other top vendors are focusing heavily on automation, which simplifies the support ticket handling process.Īnd still other vendors are building major analytics products, helping companies identify and - they hope - reduce bottle necks in the support process. It’s gotten prettier, for starters, and it’s more accessible.īut the changes go beyond features: Many companies are realizing that when customers want to vent, they’re going to do it in public. As a result, help desk software is increasingly multichannel, making flagging - and responding to - Twitter mentions and Facebook posts just as important as fielding direct support emails or phone calls.
Help desk software has changed a lot over the years. Better help desk service probably wouldn’t have helped United Airlines, but it could help your company.
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