The best help desk software system can become a major factor in success of your small business. However, before you stop reading this and look for the next help desk management vendor available, you have to do a thorough review of various considerations first.
What is the budget? Some help desk software tools are free or have demo versions and do good service. On the other hand, some great products can cost lots of dollars. Some charge a fee monthly or annually or based on the number of people who will access the program. But let this be clear: Do not make assumptions that because the solution costs an arm and a leg, it provides you with better solutions. Cost may be quite misleading, as other factors come into play: suitability of the tool to your business needs, adoption of the staff, implementation and integration with your pre-existing business systems, among others.
Prioritize the features you need. Check first your business needs before you buy or use a help desk software system. Without this evaluation of your needs, then any good project management solution will not be put to good use that does not specifically answers the gaps you need to address.
What about the security? Make sure the help desk software solution you will be using for your small business is secured and safe in environment and data transfer.
Make sure your business is branded. Whether your small business deals with online selling or running a mom-and-pop cafe, the help desk software tool you will use must be branded for your business. Make sure the help desk solution you will pick can be branded allowing it to contain your company information, copyright information, logos, URLS, as well as legal information.
Make it user-friendly. Your help desk software solution should not only answer your business needs but it also needs to be easy enough to be used by your intended users. If your help desk software service becomes overly complicated, then there will possibly be repercussions on the capacity of your organization to smoothly proceed with your usual operations along with the new solution. The whole point of getting a help desk software solution is “help”. That is why it is good that you also check how user-friendly the solution is for your employees and clients.
Here are 5 help desk solutions for small businesses you might want to check out.
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1. KronoDesk
KronoDesk combines customer support system (with help desk ticketing), customer support forums, as well as a web-based knowledge base in one, user interface that is very user-friendly and navigable.
Its features include a flexible and powerful help desk ticketing system, which you can customize to match your business needs as well as personal preferences. For your small business, both your agents and customers will find the solution easy to use.
For small businesses, this tool is a one-stop hub that enables them to interact and engage with customers and give them topnotch customer service.
Other features you might find useful in your small business include:
User-friendly help desk ticket submission
Automated email notifications
Self support channels for users
Integrated dashboard
Searchable knowledgebase
Ticket tracking and history
Customizable fields, workflows, status, and priorities
Email and RSS subscription
Integrated Screenshot capture tool
KronoDesk SmartScore and Customer Satisfaction
Our B2B experts reviewed KronoDesk functionalities, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave KronoDesk a score of 6.5/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 100%.
2. Kayako
Kayako is both a cloud-hosted and on-premise help desk solution that puts customer service channels all in one place. For small businesses, it is a better and more effective way of addressing customer concerns. The software solution can serve a huge range of client service needs, from small businesses to the biggest enterprises. No wonder it is trusted and relied on by more than 30,000 organizations worldwide,
Among others, Kayako supports tickets, web, email, live chat, calls or self-service support to enable small businesses further improve how they can reach out to their customers. Kayako also helps small businesses look for insights according to customer queries, including performance metrics, sales trends and opportunities, and support bottlenecks.
Kayako has a mobile app for Android, Windows Phone, iOS, and Blackberry so you can give immediate customer service on the go. The tool is also scalable to fir the pace of your small business.
Kayako SmartScore and Customer Satisfaction
Our B2B experts reviewed Kayako help desk software examining its features, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Kayako a score of 6.8/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 97%.
3. Vivantio Service Desk
If you have a small business and you want to empower not only your team but also your customers, then you should try out Vivantio Service Desk. With this tool, you can better manage your helpdesk to reduce workload as well as improve customer service. Vivantio Service Desk responds to both concerns of your internal and external customers with amazing efficiency and quality output. If you want your business to have an affordable and at the same time automated helpdesk solution, then this software solution fits the bill.
Vivantio can give your business the quick and consistent service you would want for your help desk. It has automated workflow, integrated email, and customized web self-service among others, making sure your end-users would get fast and reliable service every time they use it.
Through the tool’s reporting features, one can quickly track the calls processed, the kinds of calls, response times, plus more. This can allow small businesses like yours to evaluate the issues that must be prioritized or quickly addressed to reduce future calls. The tool can also pinpoint various problems or issues with particular support team members for performance review.
A cloud-based SaaS subscription of this tool can also mean low up-front costs for small businesses, easier deployment, reliable service, secure data, and predictable future costs.
Vivantio Service Desk SmartScore and Customer Satisfaction
Our B2B experts prepared a full review of Vivantio Service Desk features user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Vivantio Service Desk a score of 6.7/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 100%.
4. LiveChat
LiveChat is perfect for small businesses that want a simple and user-friendly solution for their online marketing, live support, and web analytics needs. The platform allows companies to talk with customers and future clients on the website, real time.
For more than 10 years mow, LiveChat is considered among the most outstanding chat solutions for small businesses. It integrates well with other platforms and applications, including Facebook.
LiveChat turns your support team into customer service rockstars for your business. Fast and intuitive, LiveChat will surely win the hearts of your new and existing customers and gain a big advantage over competitors.
LiveChat SmartScore and Customer Satisfaction
Our B2B experts created a detailed review of LiveChat features user experience, customer support and other key elements of the service. 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%.
5. Mojo Helpdesk
Mojo Helpdesk is a help desk service for small businesses to centralize, assign, as well as monitor user tech and customer requests. It also does well with managing internal tasks within the company.
It is a perfect application for your company’s customer support as well as internal task tracking where requests are centralized and quickly assigned to team agents for processing. All helpdesk messages sent to the users or customers are duly recorded in a discussion-like thread.
A simple helpdesk solution with a “Google-like” interface and feel, Mojo Helpdesk is a customer and internal support helpdesk fully integrated with Google Apps. A single-sign on from your company’s Google Apps account will lead you into quickly using the solution.
Mojo Helpdesk SmartScore and Customer Satisfaction
Our B2B experts reviewed Mojo Helpdesk features, user experience, customer support and other key elements of the service. Final results as summarized by the SmartScore system gave Mojo Helpdesk a score of 8.3/10 while the results provided by the Customer Satisfaction Algorithm place the overall user satisfaction rating at 98%.
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