Julia’s Review List
Julia is a journalist and software engineer who spend quite some time designing SaaS related apps. Now she writes about new B2B solutions that appear on the market almost every day and she helps businesses pay attention to the right factors when choosing a software for a company. She’s a full-time B2B expert, but her area of focus are help desk solutions. She has left our team in 2014 so no new work by her has been published since then.
Julia’s short guide to selecting the best help desk software for your company
You should take time to read reviews about a number of help desk products and select one that is reliable and meets your business requirements. Consider the following factors while choosing a suitable software: Opt for a web-based system as it is easier to implement than a conventional one. The software should support automated ticket management with rule-based triggers, notifications, and views.
The help desk system should enable you to offer support via multiple channels such as email, Web, online chat, social media, and community forums. It should be easy to generate reports and the application should offer analytics features to track metrics like ticket resolution time, agent performance, and customer satisfaction. The software should support popular mobile platforms and easily integrate with your CRM, project management and other apps. Plus, it should offer APIs for custom integrations. Finally, you should be able to customize the solution to meet your company requirements.
Top B2B software recommended by Julia:
e-SignLive: an e-signature product that is used by banks, insurers, government agencies and other organizations. The company processes more than a billion documents each year. e-SignLive’s main features are digital signatures, fully customizable branding, e-notary, embedded audit trails, and easy integration.
FreshBooks: an ideal finance and accounting solution for small businesses. It is used by more than five million companies to streamline client invoicing and time tracking. Freelancers can use FreshBooks to speed up their sales cycle and collection.
Insightly: an easy-to-use CRM software that offers a holistic view of contacts and helps users engage customers effectively at every stage of the sales cycle. The application supports Android, Kindle, and iOS mobile platforms. It integrates smoothly with popular apps such as Google Apps and Gmail, Outlook, Office, MailChimp, and Evernote.
ShareFile: provides a wide range of file sharing options designed for both individual users and businesses from all industries and sizes. It’s a reliable solution with a secure and efficient way to share and work on your files.
LiveChat: enables users to monitor real-time website traffic and generate efficiency reports. You can customize LiveChat’s chat window, interface, and reporting. Plus, the application smoothly integrates with other business systems and platforms including Facebook.
Mavenlink: a robust online project management application that combines sophisticated project management, collaboration, resource planning, and financial tools. It offers a simple, intuitive platform to manage all project activities. Team collaboration features centralize all conversations, tasks, activities, and financials in one easy-to-access location.
Procore: an easy-to-use construction management software. Its dashboard provides a quick glance at updated project status so you can keep tab on activities across projects. The company assigns an implementation specialist to help customers in the on-boarding process.
TalentLMS: a cloud-powered learning management system that lets you develop e-learning courses in minutes. You can configure the application for your business requirements by adding a custom theme, logo, or domain to personalize the platform. TalentLMS’ main features include custom reporting, course catalog, exam engine, custom fields, custom branding, and course authoring.
WorkflowMax: a project management application that offers accurate reporting to help you gather reliable data, analyze them, and make smart plans of action. It is owned by Xero, which means it works smoothly with Xero’s line of accounting and business apps. Features include document management, time tracking, job costing, job tracking, and client management.
Zoho CRM: integrates with your other apps to create a fully scalable, customized business solution. It works with Google Apps, making it easy to communicate and collaborate with your sales team. Features include sales force automation, lead management, account management, CRM workflow management, social CRM, and mobile CRM.
Zoho Projects: offers effortless monitoring of projects and tasks. You can use it for data sharing at the organizational level, and improved collaboration among network members. Features include online project chat, project calendar and meetings, project reports (Gantt charts), time tracking, and task management.
RingCentral: a business communications platform that offers enterprise-level communications capabilities including text, voice, fax, call handling, mobile apps, and BYOD (bring your own device). It smoothly integrates with popular business apps such as Microsoft, Google, Dropbox, Box, Zendesk, and Salesforce. Features include audio conferencing, video conferencing, call recording, call forwarding, auto-receptionist, and cloud PBX.
Wrike: a project management application that offers a 3-pane project view which provides a quick glance at important data. You can use the tags and folders to view and share project data. Other features include task management, document collaboration, real-time newsfeed, and interactive timeline (Gantt chart).
Live2Support: a basic live chat service that offers a feature-packed customer chat solution for company websites. It is an effective platform that businesses can use to engage and connect with their customers, and get a real-time picture of their website traffic. Companies can also establish productive relationships with their customers and generate more sales.
KiteDesk FIND: a solution that works in multiple places – there’s a Chrome extension, Kite decorations on email addresses, a social media search toolbar on LinkedIn, and the ability to auto-discover prospects from websites. These tools can be used to build lists of quality prospects from the application’s database of millions of companies and contacts. Sales professionals can also use KiteDesk to boost outbound lead generation.
ActiveCampaign: a web-based CRM platform that offers a useful set of email and messaging features. You can link the email and messaging features to a robust marketing automation platform. Other main features are site tracking, conditional content, event tracking, intuitive automation builder, email split testing, sales CRM, and advanced lead scoring.
Decibel Insight: it helps you to understand the on-site behavior of your website visitors and use the information to make the needed changes to your website. This can help you to improve conversion rate and sales. Decibel Insight offers dynamic heatmaps that show trends in on-page behavior and form analytics that measure form effectiveness.
PipelineDeals: a popular CRM solution that can be used to effectively manage closer customer relations. You can organize manpower and resources and assign them suitable tasks to boost productivity. Plus, you can monitor all team activities easily. PipelineDeals can be accessed on both Android and iOS devices.
Intacct: an accounting software that offers features such as General Ledger, accounts payable, accounts receivable, and multi-currency support. The General Ledger eases data entry and minimizes mistakes in financial reports. Businesses can use Intacct to better manage project accounting by reducing revenue leaks and increasing control over basic expenses and margins.
KashFlow: enables users to balance their books, generate quotes and fully customizable invoices, and track their expenses. The app is cloud-based which mean customers can control their accounting from anywhere. The online KashFlow Payroll service gives users access to their business payroll anywhere, anytime.
MozyPro: services offer features such as data seeding, custom configurations, centralized account management, automatic or scheduled backups, and audits and certifications. The company’s extensive partner network offers managed backup services. Mozy offers reliable customer support through phone, email, community forum, and a huge self-help knowledge base that has tutorials and documentation.
RelateIQ: offers robust, data-driven Relationship Intelligence features to help you gain deep customer insight. The tool automatically captures and monitors activity data from your daily tasks such as making phone calls, and sending and reading emails. SalesforceIQ automatically updates itself with relevant business data from your sales prospect and customer conversations.
Vocalcom Cloud Contact Center: provides 100% cloud delivery, which helps to save costs and get started quickly. You can speedily deploy a secure contact center application using a pay-as-you-go model. Features include workforce optimization and quality management, tight IVR/ACD integration, social monitoring and engagement, and social media customer engagement.
Zoho Campaigns: a web-based email marketing solution that gives you options to create your emails easily. It offers pre-designed templates, layouts, and HTML editor to make it easy for you to create interesting newsletters for your subscribers. Other features include social statistics, engagement measure, and sync from Zoho CRM.
Zoho People: can be used to virtually organize your HR processes and make HR workflows fast and simple. Users can handle all aspects of employee management from one centralized location. Employees can use the self-service portal to access needed information.
TradeGecko: offers a full set of intuitive tools for accounting, inventory control, order fulfillment, and order management. You can use the application to get complete visibility and control over your operations. Features include inventory overview, inventory forecasting, and inventory optimization.
Teamgate: a top cloud sales CRM software that helps sales teams boost their performance. The application offers neat, clear graphs and visual representations of sales data to enable deep insights. Small and mid-sized businesses can use Teamgate to make strategic sales decisions.
Samanage: an IT service desk and asset management software that automatically collects all IT asset configuration data, empowering IT with detailed reporting and alerts in a simple interface. It allows users to submit requests online and provides the IT support desk immediate access to related asset configuration, thereby speeding up resolution time and boosting productivity. Features include contracts and licenses, self-service portal, and knowledge base.
Freshservice: a cloud-hosted customer support application that requires zero maintenance. It offers flexible pricing plans that are scalable to business growth. Features include ticket management system, automated ticketing and response system, smart knowledge base suggestions, and social customer support.
3dcart: an e-commerce software that offers real-time shipping through AU Post, Canada Post, Fedex, USPS, and UPS. You can select from more than 200 supported payment providers including Checkout By Amazon and PayPal. 3dcart is a SEO-friendly shopping cart with features like link titles, dynamic meta-tags, and custom URLs. Plus, you can sell on Facebook with the built-in Facebook Store.
Autodesk PLM 360: offers easy access to accurate and updated data. You can use its dashboards to track movements and changes. Autodesk PLM 360 offers features such as cost management, quality management, change management, and bill of materials management.
HasOffers: used by leading mobile and desktop networks to measure and manage thousands of publishers. It allows users to seamlessly integrate mobile and desktop data. Features include SEO-friendly affiliate tracking links, real-time reporting, and helpful customer support.
Jobber: a service scheduling application that makes it simple and efficient to run a mobile service company. You can schedule jobs and monitor work using a mobile device. Features include CRM, invoicing, team management, GPS tracking, and time tracking.
NetSuite ERP: a scalable cloud ERP application that is suitable for fast-growing mid-sized and large businesses. It automates business processes including: inventory management, billing, order management, fixed assets, revenue management, and financial management. NetSuite ERP offers all employees a customizable view of reports and key performance indicators for their role.
Salesforce CRM: is a top CRM software created by Salesforce as part of its sales and marketing solutions. You can use the application to track all customer information in one location to follow up on more leads. Sales Cloud offers Lead Management, Sales Data, Marketing Automation, and Partner Management apps to help you convert leads into deals.
Zoho Creator: a flexible platform to develop databases over the web. It comes as part of the Zoho infrastructure, so users don’t have to worry about uptime, security, backups, and upgrades. Zoho Creator is a pay-as-you-go service and there are no long-term contracts.
Zoho Reports: automates the recruitment process. You can customize the application to match your company’s requirements. Features include website integration, posting to job boards, automated workflow processes, territory management, security administration, social media utilization, and document collaboration.
eXo Platform: an open source social networking solution that offers smart collaboration features. The platform offers an easy to use, intuitive interface that is “social” in design. You can use eXo to upload and share docs, comment on posts, create groups and more.
Paymo: a simple online project management, invoicing, and time tracking platform. You can use the tool’s time-saving templates, task lists, milestone alerts and other features to achieve your business goals. More features include timesheet reporting and team collaboration and communication.
HouseCall Pro: an ideal app for companies with one to 30 employees. It offers more than 30 vertical features for home service requirements. HouseCall Pro helps businesses to eliminate paperwork and move to digital to streamline workflow and operations. Small businesses can transfer and import their existing client database effortlessly.
Atlassian Confluence: helps users to get work done easily. You can create details using a rich content editor placed in your web browser. You can use this app to write meeting notes, project plans, files lists, product requirements and more.
Infusionsoft: offers robust marketing tools to help users connect with their leads through email, social media and offline channels. The application combines CRM, contact management, marketing automation, and e-commerce features into an efficient online system. Features include quotes and orders, lead scoring and distribution, referral program management, scoring tool, marketing reports, and multimedia marketing.
LogicMonitor: a cloud-based monitoring platform that enables companies to track the performance health of their IT infrastructure. This helps them to do mitigating actions before issues blow up into serious problems. LogicMonitor is designed for IT experts who specialize in CSP (Cloud Services Provider), MSP (Managed Service Provider), Network Management, Data Center Networking, Virtualization, and Storage spaces.
Stitch Labs: an intuitive application that streamlines inventory, orders, and data across multiple channels. It offers robust reports and analytics for smart business decisions. Stitch integrates smoothly with top commerce apps such as eBay, Amazon, ShipStation, Quickbooks, Xero and others.
Zoho Docs: an ideal application for effective document management. You can use it to manage your documents, presentations, and spreadsheets in the cloud. Features include online file storage, secure file sharing, organize files and folders, and file synchronization.
Freshdesk: a help desk software that is designed to meet the demands of both small companies and large enterprises. The solution offers standard features such as community platform, knowledge base, and help desk ticketing. Other main features are: self-service portals, smart automations, multiple SLA policies, integrated game mechanics to boost agent productivity, and multichannel capability.
Nutcache: an ideal for project management software for small businesses and large companies. The application offers flexible time management features and generates reports with graphical indicators and meaningful insights to help you get a clear overview of the progress of projects. Features include collaboration, expense management and invoicing, and high-level security.
Zoho Recruit: a cloud-based recruitment platform that offers customizable features to help organizations find the right candidates quickly. It provides automated recruitment tools designed for small and medium-sized businesses, staffing agencies, and corporate HR departments. Zoho Recruit helps to reach candidates, publish job openings, manage resumes, and communicate effectively with qualified applicants.
LivePlan: offers an easy-to-use platform to help companies create, implement, and track solid business plans. Companies can use the app to generate ideas and then convert those ideas into profitable concepts through testing and collaboration. Features include expert guidance, easy financials, anywhere access, and samples and examples.
JIRA: this software is offered in both on-premise and cloud-hosted versions. You can upgrade your workflow by integrating JIRA with the other developer tools you use. Key features include advanced reporting, powerful search and filtering, seamless source and issue integration, bugs and defect management, and unlimited custom fields.
Campaign Monitor: provides optimization features that you can use to monitor the effectiveness of your email marketing campaigns. You can see who opened and shared your emails and the messages your customers are sharing with their friends. Campaign Monitor offers features such as social sharing, template designer, mobile-ready templates, A/B testing, and easy template language.
Zoho Meeting: enables users to conduct product demos and sales pitches anywhere, anytime through online meetings. You can quickly access the application through your desktop without needing to launch a browser. You can embed Zoho Meeting in your website and utilize it as an online meeting portal to reach your audience.
Hatchbuck: helps small businesses meet their sales and marketing objectives. Small business owners can use the app to automate their sales and marketing processes and focus more on important business tasks. Hatchbuck’s main features include deals pipeline, drag and drop email builder, tagging and segmentation, marketing reports, and email marketing.
BambooHR: a simple and easy-to-use software that can be adapted to business needs. You can consolidate all employee details and view them in a single place. You can quickly retrieve required data, export it, and generate insightful reports.
Zoho Support: hosted online, enabling your agents to access data from anywhere and offer high-quality customer support. You can customize the software to suit your personal preferences and business demands. Features include automation, CRM integration, reporting, and ticket management.
Workable: simplifies time-consuming recruitment tasks such as browsing, screening, and managing candidates. It helps you promote your jobs cost-effectively. You can post your open jobs on widely used free job boards like SimplyHired and Glassdoor. Workable also offers discounts on top sites like Monster and CareerBuilder.
When I Work Time Clock: offers a streamlined way to manage employee payroll. Employees can easily submit timesheets to their manager for approval, and you can export approved timesheets for payroll. Features include reports to monitor and review data, payroll integrations and easy export options, online access, and notifications through text messages and email.
LeadExec: a lead management application that helps marketers set up and provide leads to sales teams and lead buyers. You can use LeadExec to maximize lead value by capturing, assigning, and scoring leads. Features include vendor and affiliate management, TCPA Compliance, advanced customized reporting, and reliable customer support.
Sisense: a business intelligence software that lets users analyze information to make smarter decisions and craft effective strategies. The application offers a drag-and-drop user interface and visually appealing dashboards to enable users to unify the data they need. Sisense helps users glean valuable insights from business data and share them with their colleagues and clients through interactive dashboards.
NetSuite OneWorld: a global ERP that offers role-based dashboards and real-time metrics to boost business performance. It improves compliance and accountability through detailed, auditable accounting. NetSuite OneWorld offers features such as Global E-commerce, Global CRM, and Global Business Intelligence.