Providing great customer service can make all the difference in creating a brand that people trust. There are plenty of examples of great customer service out there, from the supermarket who took advice about their bread from a three-year-old, to the LEGO employee who delighted a seven-year-old boy who lost a minifigure by writing a cool personalized letter.
As a company, your support system is the first step to delighting your customers, or at the very least, solving problems they have with your products. If you’ve ever tried using plain old email for customer support, you’ll know how quickly it can get out of control. A far better solution is to use one of the many support and help desk apps around. That’s why we’ve compiled a list of ten customer support apps to browse and consider:
About Desk.com: Salesforce’s popular customer support application is loaded with a range of features designed to help you easily manage requests from a range of channels (email, phone, live chat, forums, etc.) Desk.com gives you a universal inbox for streamlined communication, case management, and a host of productivity utilities to help staff manage issues more effectively.
About Zendesk: Helping your business deliver good help desk karma, Zendesk is a force to be reckoned with. This cloud-based, multi-channel customer support app strengthens the relationship between customers and the company. It monitors all feedback sources, allowing agents to check over all tickets and quickly act. Its handy ‘Triggers’ system allows users to automate tasks by providing set responses based on the actions of a customer.
About Freshdesk: Freshdesk is a smart help desk solution with bags of customization. It includes a customizable dashboard that gives you a clear view of all tickets and recent support activities. Freshdesk’s automated ticketing system sorts through all incoming support tickets and assigns them to the most appropriate agent. The software’s self-service portal lets you set up an online space to store all your company’s documents, for sharing internally or with your customers.
About Samanage: Doubling as both an IT asset management tool and a support software, Samanage enables you to manage the ‘health’ of your IT assets by logging all the support tickets raised for each asset. You can use Samanage to create service catalogs to automate common processing for particular tasks. Samanage offers integrations with more than 200 different applications, such as Google Apps, Zendesk, OneLogIn, and Okta.
About LiveChat: LiveChat is a SaaS tool designed at covering the needs of both sales and customer service teams. The core feature of the software is its real-time chat tool, where both service and sales staff can communicate with customers online. It’s an intelligent system that provides the user with details of previous communications between the customer and the company. It also supports the transfer of a conversation between different colleagues.
About Help Scout: The purpose of Help Scout is to integrate all customer support requests in one place. It takes the form of an invisible email-based help desk with a robust API, integrated knowledge base, real-time reporting, and collaboration features. An interesting point about Help Scout is that it deals in ‘conversations’ rather than ticket numbers, with an ethos on treating the customer as more than just a number in a line.
About Vision Helpdesk: Vision Helpdesk takes a three-pronged approach to customer support, offering a trio of products in one: help desk software, satellite help desk, and service desk ((ITIL/ITSM). The help desk software uses digital tickets to pull together customer conversations that are taking place over email, web, live chat, and telephone. The satellite help desk is built around self-service portals that allow customers to open and track tickets, as well as to access your knowledge base.
About TeamSupport: As the name suggests, TeamSupport is all about collaboration. Instead of focusing on one-to-one communication between company and customer, the software encourages the whole team to work together to resolve ongoing issues. There are some cool features for working on support tickets collaboratively, and tickets can be assigned to predefined groups to ensure that customers are responding to effectively within the quickest time possible.
About Kayako: Another multi-channel support software, Kayako is bursting with features designed to centralize and organize communication. It supports custom tickets and live chat forms, customer-facing support center, live chat with real-time visitor monitoring, and more than 100 report templates for monitoring what’s going on with your support team.
About HappyFox: Developed for businesses of all sizes, HappyFox is focused around helping you reduce the number of support tickets by creating external knowledge bases to answer your customers’ questions. This doesn’t mean you have to completely ignore your customers, though, and HappyFox allows you to reply to tickets from directly within the software. Automation of responses is taken care of through a system of smart rules.
Did we miss any?
If you know of any great support apps or resources we’ve missed, be sure to add them in the comments section below. Thanks!
This post was originally published on June 28th 2010, and has been updated to reflect the latest top cloud-based helpdesk apps.