Small businesses and startups often face the challenge of managing customer complaints and requests through various channels, such as email, chat, social media, and phone.
Combining all these conversations into a single platform can help teams better manage and resolve customer issues.
Helpdesk software solutions can be highly effective in addressing this need. However, selecting the right helpdesk software for small business takes time and effort.
To assist you in making a good decision, we’ve compiled a checklist of essential features to look for in a helpdesk software system.
The right helpdesk software can streamline customer support workflow, manage requests more efficiently, and build stronger customer relationships. Here, we’ll explain how software can benefit startups.
Why Do People Use Help Desk Software For Small Business, and What Does It Mean?
Help desk software simplifies the process of managing customer support requests, allowing you to serve your customers more effectively. This results in customer satisfaction, which, in turn, increases your business revenue over time.
Managing customer support requests through your business email address can become overwhelming as your WordPress website expands. However, incorporating help desk software into your business can enhance the quality of your customer interactions, giving you an edge in your industry.
This software for customer service empowers you to expand your support operations alongside the growth of your business. It also streamlines the management of support requests across various channels, creates detailed customer profiles to enhance user understanding, and facilitates faster support response times, leading to stronger customer relationships.
Let's discuss the top help desk software for small businesses. By the end of this section, you'll be able to make well-informed decisions when searching for one.
5 Best Help Desk Software for Small Business
It is a crucial tool for any enterprise seeking to enhance customer support, cut expenses, and boost operational effectiveness. Below are some of the most famous help desk software solutions. Each offers unique features and integrations to meet the specific needs of different businesses.
Help Scout is an excellent all-in-one help desk software that provides almost all the necessary features to simplify your customer support process. It allows you to manage all your chat and email support requests from a single platform, making it easier for customers to contact you through their preferred method. Your support team can also handle requests from one queue.
You can accelerate support requests by creating saved replies, enabling your team to respond instantly to common queries. Moreover, utilizing the built-in knowledge base feature enables the establishment of a personalized help center, which decreases support inquiries by facilitating user self-resolution of issues.
Additionally, comprehensive performance metrics aid in pinpointing areas for team growth. The time tracking report offers insight into support staff allocation, empowering workflow optimization.
Help Scout also offers a live chat feature called Beacon, which suggests articles to help users solve problems. If users are unable to find a solution, they can initiate a chat with your team.
Pricing
Help Scout’s Basic plan, which includes three mailboxes, live chat, and other features, costs $20 per user per month. The Plus plan costs $40 per user per month.
Hubspot offers various tools for managing customer relationships, which can help business owners improve customer satisfaction. One of the tools available is a user-friendly help desk software with a ticketing system. This allows businesses to monitor ongoing customer service inquiries efficiently.
One of Hubspot’s great features is its CRM, which is specifically designed for small businesses and can be easily integrated with customer service management software. With this feature, companies can manage all their support requests in a single dashboard accessible to the whole team.
Businesses can track important support metrics, such as ticket volume and agent response time, to ensure they meet their goals and customer service level agreements (SLAs). Additionally, Hubspot provides knowledge base software to help customers resolve their issues and routing and automation to save time.
Additionally, Hubspot provides live chat and chatbot features for businesses to engage with customers instantly.
Pricing
Regarding pricing, all users can access a free plan, but paid plans start at $45 per month for more automation tools and team support.
Nextiva is the ideal business phone service for small businesses, providing a comprehensive multichannel solution beyond just phone support.
With Nextiva’s integrated help desk solution, you can communicate across multiple channels, such as phone, email, and team messaging, from a single app. You can also efficiently handle customer inquiries from a centralized location, no matter where they originate.
- Nextiva’s ticket management system is as follows:
- User-friendly
- Allowing you to prioritize
- Send reminders
- Message your team and more
- Integration occurs instantaneously when utilizing additional Nextiva services such as their business VoIP or sales CRM.
- You’ll also find other helpful features like call routing, etc.
Nextiva gives your phone support team powerful tools such as call forwarding, personalized greetings, a virtual phone number for your business, analytics, and much more. It is perfect for businesses of all sizes seeking to streamline sales and customer support through automation.
Pricing
Pricing for Nextiva starts at $18.95 per month for 20-99 users, and the Pro plan starts at $22.95 per month, offering SMS support and more integrations.
LiveChat is a unique live chat software available on the market. It lets you easily incorporate live chat support on your website and promptly attend to customer inquiries.
The LiveChat apps are user-friendly and compatible with Android and iOS mobile, desktop, and tablet devices. This implies that your customer support team can respond to customer inquiries without having to access the WordPress administrative interface.
Moreover, integrating LiveChat with your website is effortless, thanks to the WordPress plugin. LiveChat allows you to set up an automated system that directs all live chat requests to your help desk management system when your business hours are closed. This feature allows for efficient handling of customer inquiries, even outside of regular operating hours.
A notable advantage of LiveChat is its rapid response time, enabling quick and seamless communication between businesses and their customers. It loads faster than other providers and works on every device.
The software effortlessly integrates with various customer support and marketing tools, including HelpDesk, HubSpot, and Google Analytics. Moreover, it offers supplementary support features like monitoring visitor behavior and an intelligent API that integrates with your knowledge base, augmenting the quality of your customer support.
Pricing
LiveChat offers various plans to cater to businesses of all sizes, starting from $20 per agent per month for the starter plan when paid yearly. You can access a complimentary 14-day trial period of the service. During this time, you can explore and experience the service’s features and benefits without any cost.
FreshDesk is a well-known help desk provider that many businesses use. The interface is easy to utilize and has many new features. The help desk has a shared inbox for team collaboration, task assignments based on availability, and issue management.
In addition to help desk features, FreshDesk offers chatbots, live chat, automation, and omnichannel support. You can also improve your support processes with reporting and data and use social media integration to convert messages and brand mentions into tickets.
Pricing
Regarding pricing, the basic version starts at $15 per month. Meanwhile, complete omnichannel support plans begin at $79 per month when billed annually.
Despite being free, the support software’s basic version only offers ticketing and knowledge-based functionalities. Nevertheless, it allows an unrestricted number of agents to use it.
Steps to Follow For Selection of The Best Help Desk Software for Small Business
Picking the right help desk software for a growing small business can be overwhelming, with many options. Specific solutions won’t scale with your company, while legacy options are pricey and complicated.
To simplify the procedure, you have to follow these three steps:
- Set clear team goals so your support agents know what they’re working towards
- Gather requirements from all stakeholders, including CS managers, to ensure everyone’s needs are met
- Understand your customers’ expectations and your agents’ needs to provide the best service possible
By taking a systematic approach, you can find the help desk solution that fits your organization’s needs.
Final Thoughts About Help Desk Software For Small Business
Choosing the appropriate help desk software can significantly enhance the effectiveness and output of small businesses. With so many options, selecting the best one that suits your business needs can take time. Small businesses can find the best help desk software to meet their requirements by considering costs, ease of use, customization, and customer support. Hopefully, this blog post has helped provide valuable insights and information for small business owners to find the right help desk software for their business.
Frequently Asked Questions
Question 1: What program is employed by the help desk?
Answer: Often used help desk software includes Jira Service Desk, Freshdesk, Zendesk, and ServiceNow.
Question 2: What is software for a support desk?
Answer: Help desk software is a system that helps firms handle and track customer assistance issues, generally using ticketing systems and automation tools.
Question 3. Help desk: is it a CRM?
Answer: Client relationship management (CRM) and help desk software have diverse uses, even though they handle client interactions. CRM software manages customer interactions and sales, whereas help desk software focuses on addressing customer issues and offering support.
Question 4. What is the program Zoho Desk?
Answer: Zoho Corporation offers a support desk software solution called Zoho Desk. It assists businesses with self-service support choices, ticket management for customers, and task automation to boost productivity.
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