Help desk software programs allow for the smooth and efficient delivery of your company’s customer service or support at various stages beginning from your front desk, which responds to FAQs or common issues, to the upper supervisory and management levels until a problem has been resolved. A good, prompt, and efficient solution from your company’s support staff backed by a help desk software program means that client issues are properly tracked, endorsed, as well as addressed within a reasonable period to avoid losing the goodwill of your clients and their business.
In addition, help desk solutions also keeps a consistent and accurate record of customer conversations, transactions, email messages, and other engagements for analysis and reporting or as reference for your company’s knowledge base as well as best practice case studies. An efficient solution gives businesses a centralized portal for their communication channels, including email addresses, live chat, hotline numbers, and social networks, to make sure that no customer query falls in the cracks.
Help desk solutions can refer to two types of support organizations: your support teams that cater to external customers (businesses or consumers or that have bought goods or services from your business), and those teams that cater to internal customers (referring to your employees).
In either instance, help desk solutions store customer information in a comprehensive and searchable database, tracks business interactions with them, and automates the entire issue resolution process with the help of a trouble ticketing system. This core feature of such solutions increases efficiency and organization.
These days, a lot of help desk solutions are offering mobile Web or mobile application app of their solution. Your support agents can then use these mobile tools to better manage tickets, access the knowledge base, record customer data, view reports and do other issue resolution activities using their smartphone or tablet.
The capacity to provide good customer support, anytime anywhere is increasingly becoming important these days, when businesses are fighting over their share of the market at a time when consumers are getting data from various online channels and using mobile devices or smartphones to buy a product or service, ask questions, look for more information, or seek help.
Getting a help desk tool and using its mobile app can greatly help your business, as this could mean reduced service costs for your customer support issues. With the help of a mobile app, your agents can quickly handle issues and process higher tickets per day. This rise in productivity can mean lesser number of agents your business needs. A help desk mobile app can also result in increased customer satisfaction, because their concerns are quickly handled, anytime anywhere.
Here are 5 top help desk software solutions that have mobile versions and why your business should consider using these mobile help desk software apps especially if you own a business.
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Desk.com (formerly Assistly) gives businesses a fast and quick way to provide “heroic” customer service. The help desk tool is geared towards small and medium enterprises, but is can also be a pretty powerful and comprehensive solution for large enterprises.
Desk.com’s mobile app can help your customer support staff reply to client requests or issues from any location anytime. Thus, your capacity to help customers will no longer be limited to the number of hours your staff is there in the office.
With the app, you can:
Desk.com SmartScore and Customer Satisfaction
Our B2B experts conducted a review of Desk.com features, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Desk.com a score of 8.3/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 98%.
Casengo is an online-based help desk solution to provide companies, small business, as well as startups with a quick and reliable customer service software program that can manage customer concerns and collaborate with colleagues from one single hub.
Why is Casengo in this list of mobile help desk software apps? To start, it offers an all-in-one, cloud-based social customer support application that is available in smartphones. It is a single app that can quickly connect to clients via chat, social media, phone, and email, wherever, whenever. With the software program’s unique hybrid messaging functionality, static emails can quickly become real-time chat to give your business a truly fluid and responsive support experience to the surprise and delight of your customers.
It is easy to install and user-friendly.
Casengo SmartScore and Customer Satisfaction
Our B2B experts reviewed Casengo help desk software features, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Casengo a score of 8.0/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 100%.
This popular help desk software is quick to deploy and implement to enable businesses to reduce costs, improve productivity, and guarantee customer satisfaction. The tool integrates well with your support channels including email, web, chat, as well social media. You can access Zendesk from your mobile device, making the tool a handy and very flexible help desk tool for small businesses that want to use a home-based and freelance support setup.
With this app, you can have real-time notifications, view as well as respond to tickets, and be virtually present for your clients 24/7/365.
Zendesk SmartScore and Customer Satisfaction
Our B2B experts performed a review of Zendesk functionalities, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Zendesk a score of 8.4/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 98%.
With a sleek and clean interface, LiveChat Inc can keep things in your business very simple and user-friendly for your web analytics, online marketing, and live support needs. The cloud help desk software allows businesses to engage their customers and sales leads on the company website in real time.
For over a decade now, the tool is considered one of the best enterprise chat solutions. It also works and integrates well with top online applications and platforms, such as Facebook.
With the LiveChat mobile apps, your customer staff does not have to spend a lot time in front of their computers and worry over losing any leads. The tool allows you to chat everywhere: at home, while shopping, or in a car. The mobility that the apps give you make getting new customers fast since they are assured you are right there to respond when they need you.
The tool’s mobile applications are perfect alternatives for standard desktop applications, offering the following LiveChat features:
You can quickly monitor what’s happening or updates on your live chat with the help of the tool’s mobile applications. Whenever there is somebody—an existing client or a possible sales lead—willing to talk about your products and services, you will get a notification.
LiveChat SmartScore and Customer Satisfaction
A detailed review of LiveChat features, user experience, customer support and other key elements of the service was conducted by our B2B experts. Final results as summarized by the SmartScore system gave LiveChat a score of 8.1/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 97%.
Freshdesk is a cloud-hosted help desk software that offers robust features to give business exceptional customer service. Among its noted features include: integrated game mechanics to support higher agent productivity; multichannel capability; self-service portals; and smart automations.
The tool has an in-app mobile version for Windows Phone, Blackberry, Android, and iOS platforms so you can quickly take your help desk solution on the road. They can harness the powerful capabilities of the tool into your favorite pocket device. Answer customer tickets as you wait for your turn at the doctor. Built on HTML5, the mobile app is compatible across devices.
Freshdesk SmartScore and Customer Satisfaction
Our B2B experts made a full review of Freshdesk features, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Freshdesk a score of 8.2/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 98%.
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