Top 20 Help Desk Software Solutions of 2017

Help desk software is  a suite of tools that enable you to provide information or support to customers with concerns, complaints or inquiries about your product or service. It is a platform that unifies queries from various customer-facing support channels, such as, live chat, email integration, web contact forms, phone, mobile and social media.

Among its key benefits, help desk software automates cumbersome tasks, including ticket sorting, routing, updating and answering FAQs through self-service, allowing a small support team to handle volumes of tickets daily with efficiency. It also generates reports to help you assess the team performance or drill down to agent metrics. These are the standard features. Like most business solutions, help desk apps come in many shapes.

“But I’m not getting much complaints, why would I need this app?”

You might be thinking this. This chart answers it best:

So why do you need help desk software?

Customers are not only after the lowest price, they are after value, especially after sales, a.k.a., customer service. Ace Hardware proves this fact, allowing its much smaller stores to compete with retail giants  Home Depot and Lowe’s by leveraging quality customer service, as this Forbes article pointed out.  Help desk solutions can give you the same leverage. With ticketing automation, intuitive knowledge base and smart alerts, your support team is always on top of incidents.

Likewise, when faced with tons of repetitive questions, it pays to have a robust knowledge base that a help desk app can deliver, especially in light of A Dimension Data survey findings as reported by Forrester: “Customers of all ages are moving away from using the phone to using self-service.”

Not only that, help desk apps almost always feature analytics that can run the numbers on your overall customer service rating. It’s easy to keep tab of your KPIs, such as, resolution time, response time, underperforming agents, ticket volume and recurring issues.

In our top 20 help desk software solutions guide, we discuss the merits of each app, what makes them to stand out, why it’s a good fit to certain companies and, also, why it is not. Read through the guide minding the nuances because, yes, except for our top five apps, which lend to themselves obvious advantages, the rest in the list share the usual feature set and it takes an eagle’s eye to spot each one’s unique attribute.

  1. Freshdesk
  2. Freshservice
  3. LiveAgent
  4. Samanage
  5. Front
  6. AzureDesk
  7. ManageEngine ServiceDesk
  8. Techinline FixMe.IT
  9. Nectar Desk
  10. TeamSupport
  11. Zendesk
  12. Vision Helpdesk
  13. JIRA Service Desk
  14. XSellco Fusion
  15. LiveChat
  16. MSP Anywhere
  17. Dixa
  18. NABD
  19. iSupport
  20. Intercom

1. Freshdesk

Freshdesk won our Best Help Desk Software Award for 2017

Freshdesk is the top choice in our list of top 20 help desk software solutions, winning our Best Help Desk Software Award for 2017. It’s as comprehensive as it is simple to use built on an intuitive and scalable architecture, which makes it suitable for myriad business sizes and types. There’s a fitting plan for freelancers, small businesses and enterprises. The vendor also offers a great free trial plan that lets you try out all the key features of the software first. You can easily sign up for Freshdesk free trial here.

What’s more its mobile apps for Android and iOS are one of the most robust we’ve seen not just in the help desk space, but in the entire SaaS industry. Many mobile apps are a pared desktop version, but not Freshdesk’s, it lets you take the system and your data with you, wherever.

The UI is neat and navigation is smooth, which may deceive you to think it’s a simple app. Look closely and you’ll realize it’s an end-to-end help desk, replete with standard features plus more. From ticket management automation to social media integration and self-service, the app covers the basics; it also features added useful tools, such as, time-tracking to help you gauge agent performance; a unified email that declutter your email messages with smart sorting and automated routing; and powerful analytics to help you benchmark agent performance and other KPIs such as ticket volume, resolution time and recurring customer complaints. If you want to push the quality of your customer service, you need an efficient, powerful app like Freshdesk.

What is unique about Freshdesk?

  1. Mobile apps. Freshdesk is among the few SaaS with robust mobile apps that let you take the system and your data wherever you’re internet-connected.
  2. Unified email. The 2-way sync means you can send and receive emails right inside Freshdesk; no more shuffling between apps.
  3. Self-service. A standard feature in many help desk, but Freshdesk’s version is neat and makes it quick to build your knowledge base with drag-and-drop ease.
  4. Time tracking. Allows you to keep a close tab on agent performance including their resolution time, success rate and other KPIs for performance evaluation and, overall, to benchmark the quality of your customer service.
  5. Configurable ticketing automation. Tickets are automatically sorted, labeled and routed to the right agent based on your rules and workflows.

2. Freshservice

Freshservice won our Supreme Software Award for 2017

Freshservice is the IT service desk of the vendor that brought us Freshdesk. It’s ITIL-ready and suits both the needs of small business and enterprise. It features standard modules for ticket management, CMDB and knowledge base, and advanced modules for change, incident and problem management. It garnered our Supreme Software Award 2017 and Best Customer Service Software Award 2017 for providing business of any type and across industries a scalable, robust way to manage IT service requests and assets. A free trial for the software is also provided by the vendor. You can easily sign up for Freshservice free trial here.

The main advantage with this software is its native integration with Freshdesk, our top help desk choice. Beyond that, the solution still impresses. Its risk detection algorithm uses historical and current incidents to assess potential technical problems in the future, greatly aiding you in planning and forecasting.  

Unsurprisingly, we find its Android and iOS apps robust, too, like with its sister Freshdesk, allowing you to stay in touch with tech support and technical incidents that may require your decision or urgent attention. Likewise, we find the self-service portal appealing for its ecommerce-like interface. Users will find the UI easy to navigate for answers, much like shopping for items on an online shop.

What is unique about Freshservice?

  1. Risk detection. It anticipates technical problems based on past and present incidents. Repetitive issues are factored in and mashed with other insights to forecast potential issues. The system generates recommended actions.
  2. Scalable advanced modules. Freshservice features change management, vendor management, problem management and incident management, which can be added to the basic plan, where necessary.
  3. Service catalog. It’s a self-service portal with ecommerce familiarity, helping users to quickly find the answers or grasp the standard procedures to submit a ticket.
  4. Mobile apps. Its Android and iOS apps are robust, allowing users to raise tickets, monitor them or resolve issues on the go.
  5. ITIL-compliant. Freshservice follows ITIL standards, meaning, tickets are defined, processes are routine and automated in certain areas, and, overall, your service desk operation runs smoothly.

3. LiveAgent

LiveAgent won our Expert’s Choice Award for 2016

LiveAgent is also a topnotch help desk solution with a comprehensive feature set, mainly its multichannel support. It pulls together live chat, email and social media to give your customers a choice they prefer when reaching out to you. The app is designed for small business, but can easily scale to enterprise requirements with features for gamification, web-embedded contact forms and a collaboration space. For flexibility, scalability and usability, LiveAgent gets our Expert’s Choice Award 2016. You can easily sign up for LiveAgent free trial here.

Small teams can handle volumes of tickets daily with ease by leveraging the unified inbox and smart automation. All tickets are consolidated in one location, preventing missed tickets and allowing for quick spotting of overdue tickets. The app also integrates with your social media pages, mainly Facebook and Twitter; you can post, reply and manage these pages inside the system. And if you want to align the functions with your workflows, the app offers a richly documented open API for third-party apps.

What is unique about LiveAgent?

  1. Multichannel support. Customers can contact you via live chat, email and social media channels. Chat messages are automatically forwarded to your email outside of business hours, so you don’t miss a query.
  2. Unified inbox. All customer emails are consolidated inside the app, allowing agents to easily scan new, urgent and aging tickets. Likewise, the single-interface setup lets multiple agents collaborate on a difficult ticket.
  3. Social media integration. You can manage your Facebook and Twitter pages–post, like, reply, upload–right inside LiveAgent. Customer posts can be converted to tickets and auto-routed to an agent.
  4. Customized workflows. The open API is well documented to let you tweak certain functions along your process flows.

4. Samanage

Samanage is an IT service desk that offers modularized features including IT asset management. It suits companies that need more than just servicing break-fix cases; they need to manage IT-related requests from hardware purchasing to software license renewal. The system can handle technical requests of both your customers and employees. Likewise, the solution helps the tech team track the company’s IT assets with risk detection tools and conduct regular maintenance to prevent breakdowns and workplace disruptions. The software won our Supreme Software Award 2016 for providing small business and enterprise alike with scalable IT management tools that keep to ITIL protocols. You can easily sign up for Samanage free trial here.

Samanage is important to keep your software licenses and contracts in one easy-to-retrieve but safe location. It also features a self-service portal, where you build a catalog of FAQs and SOPs for submitting tickets. The system also has great integration with other help desk apps, productivity apps and key business systems.

What is unique about Samanage?

  1. ITIL-compliant service desk. Unlike standard help desk which addresses complaints and problems, a service desk also handles IT-related requests like new purchases and maintenance. It also keeps track of the health of your IT assets.
  2. Catalog-based self-service portal. You can build a catalog of FAQs and services and the procedures on how to submit tickets. The portal not only relieve your tech team of repetitive requests, but also streamlines the request workflow. Tickets are clear and defined once they land on the tech team’s table.
  3. Ticket visibility. Tickets are closely monitored in the system with associated information like sender, receiver, status and due date.

5. Front

Front is an email-based support app that centralizes your multichannel support in one platform. It handles messages, posts, comments, replies, etc. on your email, chat, SMS, Facebook and Twitter inside the Front unified inbox. No time is wasted shuffling between apps and, using a single location, customer queries are easier to account for.

The app also uses rule-based automation, which speeds up the resolution of issues and gives you visibility into your team’s task progress. Likewise, it features powerful analytics that measures KPIs such as response time, message volume and resolution rate. You can make data-driven decisions to improve agent performance and team workflow.

The app integrates with important third-party apps for customer surveys, project management and communication. If you’d like to try it out first the vendor offers a free trial plan as well. You can easily sign up for Front free trial here.

What is unique about Front?

  1. Unified inbox. All customer messages from email, chat, SMS, Facebook and Twitter are consolidated in one location. Replying and tracking become easy and more organized.
  2. Rule-based automation. You can set it to trigger actions based on conversations or other criteria. This is useful for routing repetitive tickets to an FAQ base or highlighting urgent issues. Automation can also be triggered for alerts on pending tickets.
  3. Rich analytics. Run reports on KPIs on agent performance and team productivity. These include resolution time, ticket volume and goal-based success rate.

6. AzureDesk

AzureDesk is a cost-effective help desk with a free app for sole agents. Its paid plan, starting at $5 per month, is also one of the most affordable in the category. It is primarily a ticket management system that automatically converts emails into tickets and display them on the Ticket Management dashboard.

The tickets are shown in a browser-like tab system, which helps agents to work on multiple tickets at once. Likewise, the app features a self-service portal with a dynamic search that helps customers find answers quickly by filtering topics, FAQs or articles. You can also leverage the knowledge base to encourage customers to stay longer on your site and create sales opportunities. AzureDesk also features collaboration tools that let agents to work together on a difficult ticket in real time. A free trial for the software is also available. You can easily sign up for AzureDesk free trial here.

What is unique about AzureDesk?

  1. Free app. It comes free for sole agents. For companies with more than one agent, the app is still one of the cheapest, starting at $5 per user/month.
  2. Multiple mailbox. Emails from different mailboxes are forwarded to a centralized AzureDesk mailbox and automatically converted into tickets with unique reference numbers.
  3. Broswer-like ticketing system. Multiple tickets can be opened simultaneously in browser-like tabs. This way, it’s easy to keep tab of all tickets instead of opening/closing one ticket at a time.

7. ManageEngine ServiceDesk

ManageEngine ServiceDesk is both a help desk and asset management system ideal for businesses that are new to ITSM-compliant processes. It features code-free configuration and integration, allowing non-technical managers to easily adopt this solution into their workflows.

It works with myriad communication channels and works with all the important OS. Likewise, it allows mobile access and third-party integration to extend its functionalities to other important business systems like CRM, help desk, project management and business intelligence.

ManageEngine ServiceDesk is also among the few vendors that offer hybrid setup. The system can be deployed on premise and cloud and, in fact, can gradually migrate your processes either way for a smooth transition. You can easily sign up for ManageEngine ServiceDesk free trial here.

What is unique about ManageEngine ServiceDesk?

  1. Hybrid deployment. It is one of the few vendors that offer both on-premise and cloud options.
  2. Code-free. Non-technical users can configure customization and integration settings with ease using drop-down menus, drag-and-drop and plug-and-play tools.
  3. Asset management. Lets you track the health of your IT assets and also conduct regular assessment to arrest problems.

8. Techinline FixMe.IT

Techinline FixMe.IT is designed to help IT professionals provide remote support via 2-way desktop sharing. The app acts as the middleware that lets tech support and the ticket issuer view a single desktop simultaneously and communicate clearly during troubleshooting even if both parties are in different locations. Admin can assign user control, for instance, allowing new users to take over the system during training.

It can also be used to conduct product demo for client calls or onboarding new users. Likewise, Techinline FixMe.IT allows direct access to your remote machines even if they are unattended, a useful feature for scheduled remote maintenance. Other key features include: file and clipboard transfer, multi-monitor support and IM chat. You can easily sign up for Techinline FixMe.IT free trial here.

What is unique about TEchinline FixMe.IT?

  1. Unattended access. It allows the tech team to access a remote machine even in the absence of its user. This feature is useful to conducting regular maintenance outside of business hours to minimize workplace disruption. It can also act as control to ensure your remote machines are used for official tasks alone.
  2. Video recording. You can capture an ongoing troubleshooting, demo or training and create a recorded file for future reference or upload it to your knowledge base.
  3. Switch user. Lets you shift user control of the remote machine from one party to another.

9. Nectar Desk

Nectar Desk is a cloud call center system that handles inbound and outbound calls. It is easy to set up and deploy and comes with scalable with features for basic and premium feature set. The platform suits both small business and enterprise.

The system gives you visibility on all calls, agent performance, call statistics and other KPIs. And because it is cloud-hosted, Nectar Desk is cost-effective. It bypasses capital intensive hardware, software licenses, rented workspace and tech maintenance team. It also features advanced tools that include interactive voice responsive, agent analytics and instant number purchasing. Likewise, it features analytics and reporting that let you identify bottlenecks, problems or issues. You can easily sign up for Nectar Desk free trial here.

What is unique about Nectar Desk?

  1. Cloud-based call center. The platform is hosted by the vendor and doesn’t require you to invest in costly servers, software licenses, maintenance and upgrades.
  2. Agent analytics. Lets you run analytics to spot agents with poor performance to improve resolution time, for instance. The dashboard can generate reports that show statistics on specific metrics to help you zero in on a problem.
  3. Call recording. Allows you to review calls to spot problems that may be obstructing the delivery of good customer service. This tool also helps you develop training around your agents’ weaknesses to improve their skills.

10. TeamSupport

TeamSupport is designed for B2B industry. It lets you consolidate all client interactions in one platform to make it easy to track and manage relationships. A centralized customer database gives you complete visibility on tickets, issues, requests and conversations. Powerful analytics can digest myriad insights by running the numbers on this database, such as, identifying the most common demands of clients.

TeamSupport also uses parent/child hierarchies to organize tickets and allows a multi-brand structure that associate specific clients to specific products. Likewise, the system has a robust ticketing management that features email integration, automated ticketing and custom fields, properties and statuses to match with your workflows. Other key features are: Products & Inventory; Collaboration; Customer Self-Service; and Reporting & Analytics.

What is unique about TeamSupport?

  1. B2B space. TeamSupport focuses on the unique requirements of B2B, mainly longer relationships and more complex decision process.
  2. Parent/child hierarchies. The structure allows you to organize tickets in meaningful ways, associating related tickets and clients that lets you assess how long-term client relationships are developing over a period of time.
  3. Multi-brand support. Clients can be associated to a specific product they’re using or interested in, a handy feature for enterprises with deep product lines.

11. Zendesk

Zendesk has all the elements of an efficient help desk app, including flexible ticketing management, multichannel support and advanced reporting and analytics. It also features knowledge base and allows you to build communities. The app fits the needs of a small business, but can scale to standard enterprise requirements.

A standout feature, hosting communities enhances the self-service portal. Customers can share and exchange answers in a structure forum, easing the burden off your agents’ shoulders. The self-service module also features a smart search tool and 24/7 access to guidelines and FAQs. You can use it for internal and external users. Other key features include mobile support, off-the-shelf integrations, group rules, macros and automated processes.

What is unique about Zendesk?

  1. Communities. How do you like customers helping each other to resolve an issue? Zendesk makes this possible by allowing you to host communities (forum). The communities are categorized by topic, theme or any other logical way you think makes it easy for customers to join the right thread.
  2. Out-of-the-box integration. Zendesk offers 100 ready integrations that connect the app to other key business solutions like CRM, sales force automation, productivity apps and cloud storages.
  3. Multi-channel support. You can consolidate your chat, email, phone and social media messages in one platform allowing you to never miss a ticket.

12. Vision Helpdesk

Vision Helpdesk is a robust help desk that can be integrated with ITIL/ITSM service desk. It provides multi-channel support, such as, email, website, Facebook, phone and chat, and centralizes all customer conversations in one platform.

It also features standard modules for ticket management, task management, knowledge base and self-service. Likewise, the platform offers tools for SLA and escalation, customer satisfaction surveys and reports. You can also customize fields to match certain processes and outputs with your workflows.

One advantage we see with this software is its scalability, whether you’re adding features or integrating a service desk for internal and customer tech requests for change, release or asset management.

What is unique about Vision Helpdesk?

  1. Integrated service desk. A separate service desk is easily integrated to expand support for technical services, such as, change management, asset management and release management. The service desk is ITIL-compliant.
  2. Multi-channel support. Enables you to consolidate in one platform customer conversations from email, chat, phone, website and social media.
  3. Proprietary private collaboration. The system has Blabby, its own social media-like internal hub for the team.

13. JIRA Service Desk

JIRA Service Desk is an open source service desk designed by Atlassian to help product and IT to collaborate on the technical aspects  of projects. The system helps to identify, monitor and address bugs and system glitches during product development, beta testing and post-launching.

The system is complex but with an intuitive UI, ITIL-ready templates and automation that makes incident management runs smoothly. It features standard modules such as a ticketing system, self-service portal and dashboards. You can configure dashboards with widgets to display the KPIs that matter to you.

JIRA Service Desk also provides real-time updates and performance metrics to help you gauge the health of your service. You can deploy it via cloud or on-premise.

What is unique about JIRA Service Desk?

  1. Configurable dashboards. Using widgets you can drag and drop priority KPIs for quick lookups. The dashboard is customized to help you digest insights at once.
  2. Intuitive UI. Despite an end-to-end service desk with ITIL-compliant tools, the interface is easy to follow. Most tools are within a few clicks.
  3. Atlassian integration. In particular, JIRA Service Desk can leverage Atlassian Confluence to build a knowledge base. It is also backed by Atlassian, a trusted vendor in the B2B space.

14. XSellco Fusion

XSellco is a help desk with integrated feedback and pricing systems. It streamlines and connects the three customer-facing elements to help you manage support with sales and reputation. All three can impact on each other; thus, the vendor sets up the system in such intuitive fashion. Note that each module is sold separately and can function by itself.

The help desk consolidates and associates customer queries and order data from all your sales channels on a single dashboard for quick lookups. You can easily spot support buildup or weaknesses from one location.

The customer support solution also runs smart reporting that leverages customer queries into business intelligence. It allows you to create reports to measure team performance or drill down to individual performance metrics. KPIs include response time, ticket volume, heatmaps and trends.

What is unique about XSellco Fusion?

  1. Integrated with feedback and pricing systems. The help desk integrates with the vendor’s feedback and pricing software. This setup aims to streamline ecommerce’s three customer-facing aspects, which impact on each other, for better synergy.
  2. Unified dashboard. Customer queries from various channels are accessible from a single interface, greatly reducing the risk of missed tickets.
  3. Wide integration. The system integrates with popular marketplaces, shopping carts and social media networks.

15. LiveChat

LiveChat enables you to provide the fastest way to help your customers via real-time chat. It enables you to talk at once with customers and prospects on your website or Facebook page via integration, making this app a potential lead generator, too. Aside from the enterprise web chat, it features a web-based control panel that lets you configure settings and operator app for cross-platform access. The app also has a neat UI and can be customized to reflect your workflows and branding. It also allows real-time web traffic analytics and reporting.

Provided you have a dedicated team to handle chat messages 24/7, this tool can give you immediate leads and impress customers with quick response. In the hands of a savvy manager, LiveChat can transform the support team into a quasi sales team that feeds the funnel with leads.

The apps also allows pre-chat and post-chat surveys, capture web chat log through email and transfer customers to another agent. It is also loaded with analytics tools for measuring average talk time, response time and traffic volume.

What is unique about LiveChat?

  1. Focus on chat. You can embed the chat widget on your website or Facebook page and start addressing queries from customers and prospects.
  2. Lead generator. Queries can be qualified and funnel into the lead database and sales pipeline. The agent can ask for an email address or phone number to provide a more detailed answer.
  3. Robust analytics. For a standalone chat tool, LiveChat is equipped with advanced analytics to gauge agent performance, web traffic and even campaign metrics.

16. MSP Anywhere

MSP Anywhere lets you solve tickets via remote access. It provides a collaborative space between headquarters and remote teams and is also ideal to keep managers and key employees in touch with the support team during business trips. It suits companies with remote teams or offshore staff. As it provides constant communication anywhere there’s internet, this app is also an excellent collaboration platform for product teams.

Ticket escalation is quick; the app features a simple request-to-support interface that allows even non-technical users to join the conversations and collaborate for a solution. Key features include live chat, silent file transfers, session recordings and productivity reports.

What is unique about MSP Anywhere?

  1. Remote access. The app is designed to help provide remote support via a secure PIN. No downloading and app installation required.
  2. Collaborative space. Group chat can be managed to allow teams to work closely together on difficult problems.
  3. Unified IT tools. Instead of shuffling various software pieces, the platform consolidates all your IT tools in one place, including patch management, web protection, prescriptive data analytics and data breach risk intelligence.

17. Dixa

Dixa consolidates customer queries from chat, voice or email channels. It provides your customers the convenience of reaching you however they want. The app is, in fact, designed as channel-neutral, that is, customers won’t have to think where to contact you; they just can. On your end, it doesn’t matter where tickets come from; tickets are automatically forwarded to you in the system interface.

The UI is clean and easy to grasp, allowing agents to smoothly navigate its tools and sections. And best of all it comes with a free app with features such as unlimited chats, contact forms, URL triggers and real-time and historical performance metrics.  Likewise, the help desk is scalable to your growing needs, which means it suits business of any size.

What is unique about Dixa?

  1. Channel-neutral. It’s nothing different from multichannel support, but the perspective makes a big difference. That means customers and agents won’t waste time agreeing where to communicate, they just do and the app does the synchronization.
  2. Free app. It’s one of the best deals we’ve found in the category, giving away features for free like unlimited chats, contact forms and basic analytics.
  3. Highly scalable. From free you can quickly scale to more advanced features such as email and  voice tools, including unlimited queues, transfer emails and quality VoIP.

18. NABD

NABD is a comprehensive help desk for small business and enterprise. It provides multichannel support via chat, email, web, phone, social media and mobile. It also features an intuitive knowledge base engine that provides smart suggestions and quick answers to FAQs, unburdening your agents from repetitive tasks. Likewise, it has analytics for evaluating your overall customer service rating using KPIs such as customer feedback and return on action (ROA).

With NABD customers can also view the status of their ticket via the web portal. This feature gives you flexibility to provide 24/7 service. For instance, if voice agents are not available, the email team can send a reply and it will be reflected on the customer’s web portal. Records are synced and relevant agents are updated of the latest ticket status to avoid repetitive or conflicting replies.

Other features we like about NABD include unified dashboard, case management and collaboration platform.

What is unique about NABD?

  1. Customer web portal. Customers can view the status of their ticket on this portal. Phone calls can also be resolved by sending an advanced answer to the portal in the absence of voice agents (off hours).
  2. Intuitive knowledge base. It provides topical suggestions on the best answers for queries that are unclear or lacking in details.
  3. Mobile channel. Its multichannel support also includes mobile channel, on top of email, chat, voice and web.

19. iSupport

iSupport developed in 1997 the first browser-based help desk interface that is now a standard. It also claims to have developed many of today’s basic help desk features. What does it matter to you? It reflects the focus of the vendor on research and development. Today, it leverages automation to increase the efficiency of your support team. Tomorrow, we won’t be surprised if this app makes AI a reliable help desk tool.

Investing in a help desk is a long-term commitment and, on this note, this app proves to be enduring and adaptive to changes. That bodes well to you should you invest in iSupport.  

The app offers integrated incident management and service desk. Key features include rules, asset management, knowledge base, self-service and mobile support. It also provides API key for webhooks and integrate your app to utilize iSupport data and enable bi-directional connection.

What is unique about iSupport?

  1. Research-based help desk. The vendor highlights R&D as a value proposition, which makes investing in its app future-proof.
  2. Well-document API. The open API is flexible, it allows you to utilize iSupport data via webhooks and create a bi-directional connection.
  3. Service desk functionalities. Lets you add change and problem management features, purchasing and opportunity management and more.

20. Intercom

Intercom is an intelligence-based customer support solution that uses behavioral triggered messages, audience segmentation and A/B testing to personalize customer communication. It looks more of a marketing tool, but it deserves inclusion in our list of top 20 help desk software solutions. Support can leverage the generated insights to send targeted and in-app messages including resolving issues. Because it’s outbound-driven, Intercom may also cross over as a marketing tool.

You can view clients by user attributes, such as, new, active and outgoing. Likewise, you can consolidate relevant information with customer records, such as, interaction history, current activities, company details and geolocation.

Intercom also provides real-time metrics to help you gauge campaign feedback and target user responses with the right messaging.

What is unique about Intercom?

  1. Help desk-cum-marketing tool. It leverages user attributes to create targeted replies, making it an ideal tool to respond to campaign feedback.
  2. Behavioral-triggered messages. This feature lets you target users based on their performed actions, which enables you to craft replies. As a help desk tool, you can use it to nurture leads with early queries about your product.
  3. Real-time metrics. The app generates campaign feedback indicators as they happen, such as, click-throughs and open rates (email marketing). This insight helps you respond with a personalized or appropriate message.
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