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Top 20 Help Desk Software Solutions for Small Business

Freshdesk: No. 1 Help Desk Tool

USER SATISFACTION 100%
OUR SCORE 9.8

What are the top 20 help desk software solutions for small business? More businesses are realizing that a robust help desk system is not just for large enterprises. But with the wide array of options available today, it can be daunting to start the search on which products are worth checking out. To streamline your search, here are the leading software solutions in the niche:

In the morning, you receive a call from an angry customer who’s complaining about a payment that didn’t push through and it’s taking too long for your support team to resolve the issue. Around 44% of customers can wait at least 24 hours for a response. However, the longer it takes for your support team to respond, the percentage of customers who are willing to wait for a response drops. But more surprisingly, a 2018 Customer Service Benchmark report by SuperOffice revealed 62% of companies don’t reply to customer service emails at all.

A few minutes later, someone else is frustrated over being promised with a refund and not receiving an update about it. It’s not uncommon—97% of companies don’t make a follow up on customer issues. Another customer is ranting for being transferred from one representative to another again and again only to repeat the same issue and response each time.

These scenarios are normal in many customer support ecosystems and they’re risking losing customer loyalty due to these situations. Fortunately, today’s help desk software platforms are becoming smarter and more effective in automating your processes.

Automation of Help Desk Operations

A significant gap between companies believing they provide quality service and customers believing they receive them.

There is a need for closing the “Customer Service Gap.” Many businesses think they provide a superior customer service yet, in contrast, a drastically low percentage of customers believe they receive superior service according to a study conducted by Bain & Company titled “Closing the delivery gap.” Businesses, big or small, are realizing the importance of prioritizing this area.

According to a 2014 Gartner report, companies spent the highest marketing investment for customer experience. This includes focusing on help desk systems to improve the quality of customer support. These solutions are equipped with capabilities that determine the future of your help desk operations such as self-service for customers, personalized support, and improved productivity with agility, agent collaboration, and automated tasks. You may read this in-depth article on what is a help desk software to understand its definition, features, examples, and benefits better.

Top 20 Help Desk Software Solutions for Small Business

There are certain factors to consider when looking for the right help desk system. The key features include customer management, user interface, ticket management, collaboration, security, and integrations, among others which are benchmarks we looked at in choosing products that made it to this list of top 20 help desk software solutions for small business.

1. Freshdesk

Freshdesk is a leader in help desk software solutions for small businesses. It’s a robust software that’s packed with vital and advanced features for your customer support service at a cost-effective, scalable price. Some of its key features include ticketing, self-service, automation, customization, collaboration, reporting and analytics, and a multichannel helpdesk. At no cost you can easily check its features when you sign up for a Freshdesk free trial here.

This award is given to the best product in our Help Desk Software category. It highlights its superior quality and underlines the fact that it's a leader on the market.
USER SATISFACTION 100%
OUR SCORE 9.8
Freshdesk won our Best Help Desk Software Award for 2017

The product is intuitive and easy to use. Hence, you and your help desk team won’t have to spend much time learning how to navigate around the platform and you can immediately utilize its feature-rich solution. Its plans are great for small businesses as they are scalable to meet your business demands as it grows. It even offers a free plan for an unlimited number of agents with basic customer support features. To know if it fits your requirements, it has a 21-day free trial to test drive the software and experience its features firsthand without commitments.

An area where Freshdesk really excels is its dashboard’s user interface. It gives you a complete visibility and access to your contacts, tickets, reports, and forums, among others. Unresolved, unassigned, due, on hold, and open tickets are easily visible from the dashboard so you can ensure your team won’t overlook any tickets and requests. All conversations are tracked in a single place and all support-related communications are centralized so your team can resolve issues together and increase productivity.

2. Zendesk

Zendesk is another popular go-to help desk solution with a suite of products that work together to help you leverage the quality of your customer support. Its intuitive interface and responsive design allows you to easily deploy the system in your workflows. The channels it support include email, live chat, social media, phone, and SMS. Effective collaboration allows your agents to solve issues efficiently and be more productive. Want to test drive this app at no cost? You can easily sign up for a Zendesk free trial here.

An award given to products our B2B experts find especially valuable for companies
USER SATISFACTION 98%
OUR SCORE 9.6
Zendesk won our Expert's Choice Award for 2018

There’s a wide range of processes you can streamline with the software. For instance, if you have frequent customer inquiries that are constantly recurring, your agents can create standard replies by developing their own macros. They can also see a personalized view of their queue according to conditions such as ticket status, group, and assignee. It also enables empowers your customers and agents to utilize available resources for self-service such as knowledge base, customer portal, help center, and online community.

Zendesk has various plans available for small businesses like yours to choose from. You may choose from products such as knowledge base, call center, and live chat that are available for free and affordable premium plans. It also has a 30-day free trial you can use to check out its features.

3. Samanage

Samanage is a service desk platform built for IT support. Its main features include incident management, service catalog, asset management, and service portal. It provides tools for agents and end users to easily provide services and submit requests and tickets, respectively. It’s packed with features to expedite your processes and optimize your helpdesk operations. For instance, its user-friendly interface enables you to consolidate, manage, and prioritize all incoming tickets so you can gain visibility and insights regarding the issues you receive. If you want to check the features more closely you can easily do so when you sign up for Samanage free trial here.

Automation, service-level management, and incident, problem, change, and release management are tools that focus on expediting and improving the quality of your IT support. The software is offered in scalable pricing plans starting from a subscription specifically catered towards smaller teams. As your team and demands grow, it offers higher-tiered plans with more advanced features. To know more about the product’s full capabilities, you may schedule a live demo and use its 30-day free trial.

4. LiveAgent

LiveAgent is a help desk and live chat software built for small businesses. It’s equipped with the essential solutions such as ticketing, live chat, phone, social, and support portal. It transforms all your communications into tickets for a more organized and streamlined process of managing your customer support requests. The main products of LiveAgent are packed with tools and features that help you sort and keep up with your customer requests from various channels. At no cost to you, it’s easy to test these features when you sign up for a LiveAgent free trial here.

It’s available in three SMB-friendly plans that are scalable according to the type of support you want to use starting from basic tickets and live chat to all-inclusive, full-featured packages. Aside from the cloud-based deployment, you can also purchase the downloadable license for a one-time fee and install it on your server. These options give you access to its robust ticket distribution processes where you collect the information from your customers and route it to the right support representatives.

5. Freshservice

Freshservice is a service desk built for IT support. Teams can easily use the system as its UI is intuitive and modern, hence, minimal training is required. It is also customizable to the needs of IT and non-IT support. The multi-channel support automates tasks and handles support issues raised from various channels such as email, phone, chat, in-person or self-service portals. It’s packed with features such as incident management, asset management, service catalog, reporting, integrations, and gamification. If you want to try the features for a closer look you can quickly do so when you sign up for a Freshservice free trial here.

For employees on the road, you can provide support with its mobile service desk app for Android and iOS devices. The plans for Freshservice are suitable for small businesses as it’s available for small and growing teams. You may even use its free plan if you have up to 3 agents and 100 end users. A 21-day free trial is also available so you can check out its full capability.

6. Salesforce Service Cloud

Salesforce Service Cloud is Saleforce’s product geared towards customer service and support. This platform can help you deliver a personalized support to your customers via email, phone, and chat. It also added LiveMessage for customers to reach you using their SMS messaging app. Automation and Einstein Analytics help your agents have a better understanding of your customers and empower managers to have a complete view of the team’s performance.

The software provides comprehensive details at a glance for agents to have extensive visibility on the case and improve the quality of support they give to customers. It also has a self-service portal for customers to utilize. It’s available on pricing plans that are friendly for small businesses with out-of-the-box tools and complete service for teams of any size. A free trial is also available so you can check if the platform suits your needs.

7. TeamSupport

Built for B2Bs, TeamSupport is a customer-focused help desk system. It’s primary features include customer management, ticket management, products and inventory, collaborative, integrations, customer self-service portal, and reporting and analytics. The software integrates with your internal applications seamlessly which helps improve the overall quality of your support service and expedite response times. It also gives you a collaborative view of your customer’s issues.

The platform provides visibility of customer details and contact tickets to ensure your agents won’t overlook any issue. Equipped with the vital features for help desk operations, Team Support is a reliable choice for small businesses. Its subscriptions are paid based on your number of agents. This already includes features for assigning, tracking and managing customer support requests. You may check its free trial or request a live demo to get to know the software’s features if it matches your workflows.

8. Zoho Desk

Zoho Desk is context-aware help desk system that provides solutions for customers, agents, and managers. Customers get a timely response in an accessible channel. Agents have the right tools to increase productivity and provide quality support. Managers receive data-driven information for making informed decisions. Additionally, it automates redundant tasks so your team can focus on high-priority tasks.

It crunches performance metrics effectively to help you identify patterns and trends in your team. This helps you develop strategic improvements for better performance. With key features including a multi-brand help center, multi-channel support, contract management, multi-department management, and role-based control, among others, this app is a robust solution for help desk processes of small businesses. It’s also priced on a per-agent basis so you only pay for your number of agents. It even starts with a free plan for up to 3 agents. You may also try out the full capabilities of premium plans with its free trial.

9. xSellco Helpdesk

xSellco Helpdesk is built for e-commerce businesses that centralize all your customer queries from various channels in a single, connected platform. Since it’s purpose-built for online sellers, it has the tools you need to manage tickets and resolve issues quickly so you can immediately revert to selling. It empowers your team to work collaboratively by simplifying how you equally spread the load and assign queries to the right agent who can solve that specific type of issue.

It also expedites response time with pre-built templates and snippets where you can personalize replies in a few clicks. The pricing scheme of xSellco Helpdesk is scalable as they charge per support ticket no matter the number of users. Plans start with up to 500 monthly support tickets. The software also integrates with a wide array of social channels, webstores, and marketplaces so you can easily maximize the software’s capabilities.

10. Desk.com

Desk.com is a customer support helpdesk software built for small businesses. It can help you easily manage cases raised from various channels and have a 360-degree customer view so you can extract insights from them to expedite making smarter decisions. From its analytics, you can see which issues are driving ticket creation frequently and determine ways to mitigate the issue. It also empowers customers to find answers on their own with a self-service portal. Its primary features include multi-channel support, automation, self-service support, and reporting and analytics.

Designed to support small businesses, Desk.com is scalable and priced for different sizes of businesses as it grows and demand more advanced features. To choose a plan that matches your needs, you may start with its 14-day free trial where you get access to all its Pro plan features. Powered by Salesforce, this product is developed to cater the challenges faced by small businesses that grow rapidly.

11. AzureDesk

Azuredesk is a simple help desk system with the must-have features for ticketing. Its main features include ticket fields, ticket tracking, agent signatures, batch updates, and knowledge base. These features work together to provide a customized support such as choosing from custom replies for a customer and developer and having customizable ticket forms which automate the process of ticket submission.

The software also empowers customers to be independent by having a self-service portal and tracking their own request independently to save their time and lessen the load of your agents. Additionally, it has tools such as email integration, group collaboration, and data reports. The pricing scheme of Azuredesk is simple and straightforward. You may start with a 14-day free trial to test out all its features. Once it’s over, you continue with its single plan priced at $12 per agent per month. There’s no tiered pricing and you get full access to the software’s capabilities.

12. ManageEngine Service Desk

For businesses that need an IT help desk software, ManageEngine Service Desk is a robust choice. It’s equipped with key features such as integrations with IT management apps, ITSM workflows, automation, reporting capabilities, codeless customizations, and in the cloud or on-premise implementation models. It also has push notifications and ticket progress tracking to ensure you’re on top of your tickets.

It’s available in flexible plans where you can start from its Standard plan for the help desk module only and upgrade as soon as you need to scale. This already includes incident management, self-service portal, knowledge base, multi-site support, SLA management, and help desk reports. Known for having an easy-to-use interface, you can immediately get the software up and running and start using its features.

13. Intercom

Intercom is a help desk solution that specializes in a customer messaging platform built for sales, marketing, and support departments. It’s an all-around service where you can start from capturing and converting leads and then onboarding and engaging customers. You can then retain your customers by providing email and messaging channels where they can send their inquiries and support requests.

It’s a software that has a modern approach to messaging where you can draft replies with GIFs and emojis, a heart button, conversation ratings, and notes and mentions, among others. It also automates workflows such as article suggestion and conversation assignment to the right agent to speed up processes. It offers a free trial and special pricing for eligible early-stage companies which small businesses can try out.

14. Help Scout

Help Scout is a simple help desk and customer support solution for freelancers and small businesses. It personalizes customer interactions with ticket numbers, robo-emails, and customer portals. The platform unifies multiple mailboxes and manages several products or brands across departments. It also has collaboration features such as collision detection, tagging, saved replies and notes to ensure everyone stays on the same page.

While it focuses on personalizing interactions, it doesn’t mean all tasks have to be done manually. Help Scout has automation for repetitive tasks to save time and be more efficient with your workflows such as sending bulk replies and creating custom folders. It integrates live chat, voicemails and phone calls for customers to reach out to your customer support easily. You may try out the software with its 15-day free trial to see its capabilities.

15. JIRA Service Desk

Jira Service Desk, an IT service desk and ticketing platform, is built with simplicity in mind. It’s fully featured with SLAs, CSAT reporting, self-service and automation. Since it’s developed by Jira Software, it simplifies and centralizes the collaboration of IT and developer teams in a single platform to expedite making changes and solving issues. It has an integrated knowledge base and self-service portal for customers to be proactive in finding solutions.

The software has preconfigured IT and customer service templates, hence, setting up is quick and easy with no required consultants and complicated contracts. It has two products for ITSM and Customer Service depending on the type of support you need. Its plans for two deployment options—in the cloud or on-premise—are priced for any size and they’re SMB-friendly starting from 3 agents.

16. Front

Front is a customer support solution that offers shared inboxes management tool for personalization of support. It has a multi-channel solution including email, Facebook, Twitter, SMS, and chat on a single platform. Rule-based automation simplifies the way you handle messages with visibility and expedite resolving support requests.

Automation doesn’t lose its personal touch as Front has canned response templates that make it faster to respond to common questions or you can define rules that set up automatic replies. Following up on a message is also streamlined as you can set a response time limit and snooze messages for later. Front is suitable for small and growing businesses as it offers three plans in SMB-friendly pricing tiers. You may start from a core and basic features with integrations, channels, automated rules, and canned responses, among others. It also has a 14-day free trial that lets you test drive the software.

17. JitBit Helpdesk

JitBit Helpdesk is a software that’s offered in a hosted version and an on-premise version for small and growing businesses. It is quick to set up and so you can immediately start processing support tickets, especially in the cloud-hosted version. The ticketing system has an IFTTT (if this then that) engine that lets you automate tasks with Automation Rules. This includes enabling you to send automatic replies, setting due dates, assigning tickets to technicians, and sending HTTP requests to third-party servers. All this saves time for your team to focus on providing quality customer support.

It also has a team mailbox for collaboration, canned responses and knowledge base, and integrations. JitBit Helpdesk offers plans for its two implementation models that caters to freelancers, startups, and small businesses which are priced on the total amount of monthly payments, not priced per user. It’s also scalable as it supports the needs of large companies and enterprises. A 21-day free trial is also available for you to test drive the app.

18. Cayzu

Cayzu is a help desk portal that lets you easily manage all your support inquiries. Using automation, it streamlines your workflows such as redirecting emails with specific subject or descriptions to the right agent and labeling it with high priority—for instance, billing. It also ensures all tickets are active by automatically following up customers who don’t reply to your email and closing the ticket if there’s still no response in a certain number of days.

The software lets you utilize multiple channels for support whether that’s from your website, email, and social media sites, among others. While not as robust as other products mentioned, it’s among the most affordable products in the niche that contains the necessary features for a small business’ virtual helpdesk. It has five plans packed with different features that fit according to your needs and they’re priced based on the number of your agents.

19. Dixa

Dixa is built for customer-facing teams to have a reliable helpdesk solution. It has a single, simple interface that enables your team to deliver personal service across various channels such as voice, chat, and email in real time. Its solutions are specifically developed for call centers, e-commerce support, and contact centers.

To get started in using the app, you may start with its free trial that gives you full access to the platform’s features with onboarding guide. You can also schedule a demo to get their team’s help in setting up your account. Dixa has an SMB-friendly pricing that’s offered in five tiers starting from the basic plan with essential features for phone, email, and chat support that small businesses can start with.

20. Seamlessdesk

Seamlessdesk is an all-in-one help desk platform for customer service, ITSM, and SaaS support ticket. It streamlines turning emails into tickets to make it organized and to assign them to the right support representative. Some of its main features include agent inbox, ticket actions, ticket status, user profiles, additional agents, time tracking and multi-language support. Customers can also easily contact you using portals such as a customizable submit form, email, Twitter, and Facebook.

It’s pricing scheme offers all its features in all their plans and you will only pay based on the number of agents in your business. You can test drive the app for a month as it offers a 30-day free trial so you can see if its features work well with your workflows and customer support requirements.

Summary

In this article, we listed the top 20 help desk software solutions for small business based on their overall features. Leading the list at the first spot is Freshdesk because of its complete out-of-the-box solutions for help desk operations. Coming closely to the next spot is Zendesk, another robust help desk system that’s packed with a rich set of customer support tools. At the third spot is Samanage which is a go-to help desk for IT support.

Ultimately, a comprehensive business evaluation is needed to help you determine the issues your small business are facing and what processes you want to streamline. You may also read this article on what is the purpose of help desk in a business if you need to learn the fundamentals of help desk software.

Category: B2B News

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