One of many greatest issues with customer support is that it’s typically troublesome to trace and handle buyer interactions. That is very true when these interactions occur by way of e mail, which may rapidly develop into overwhelming if not correctly managed.
That’s the place an e mail assist desk software program — additionally known as an ‘e mail ticketing system’ — comes into play. Assist desk software program is designed to make it simpler to handle buyer interactions by offering a central location for all buyer communication, together with emails, assist tickets, chat transcripts, and extra.
However with so many e mail assist desk programs obtainable, it may be troublesome to resolve which system is best for you. On this information, we’ll assessment the highest 10 e mail assist desk software program platforms in 2022, ranked primarily based on options, worth, ease of use, and plenty of different elements, so you may make an knowledgeable determination. Let’s get began!
Finest Email Assist Desk Software program: High 10 For 2022
Beneath are among the prime 10 e mail assist desk software program platforms, ranked in accordance with their characteristic set, worth, and utility.
- Zendesk — One of the best e mail assist desk software program with its strong options and scalability
- Freshdesk — One of the best software program with a complete suite of buyer assist instruments
- ProProfs Help Desk — A wonderful e mail assist desk for small companies
- Zoho Desk — A fantastic all-in-one answer
- Hiver — A fantastic choice for companies that use Gmail
- HelpCrunch — A fantastic choice for companies that use a number of channels
- LiveAgent — Excellent assist desk e mail software program for small companies
- SolarWinds Service Desk — Finest assist desk ticketing system that gives course of automation
- Intercom — Excellent assist desk e mail software program for constructing engagement
- SpiceWorks Help Desk — Finest free to make use of assist desk e mail system
We’ve explored every software program device intimately, and constructed a listing of options for every platform so that you could extra simply evaluate their makes use of.
Finest Email Assist Desk Software program — In contrast
So, which e mail assist desk software program is greatest for you? Let’s take a more in-depth take a look at our prime picks.
1. Zendesk — One of the best e mail assist desk software program with strong options and scalability
Zendesk is a customer support software program firm that gives assist desk and CRM software program to companies of all sizes. The corporate was based in 2007 and is headquartered in San Francisco, California.
The Zendesk platform is designed to assist companies handle buyer assist interactions by way of a ticket-based system. It gives a collection of instruments to assist companies monitor buyer interactions, automate workflows, and enhance buyer assist effectivity.
Zendesk’s easy, intuitive interface makes it straightforward to search out what you’re in search of. All conversations are organized in a single place in order that communication between prospects and suppliers of their wants goes easily, each environment friendly and private.
Enhance your buyer expertise with a assist middle and neighborhood discussion board. Zendesk’s platform provides you the instruments to empower prospects whereas lowering their want for assist tickets by empowering them by way of self-service choices like on-line tutorials or dwell chat performance constructed into each web page of your web site.
Zendesk can be extremely scalable, which means it may possibly develop with your corporation. It’s obtainable in quite a lot of plans, beginning at simply $49 per 30 days. And, for those who want extra superior options, there are additionally enterprise plans obtainable.
- Ticket administration: The Zendesk platform permits companies to handle buyer assist interactions by way of a ticket-based system. This helps companies monitor buyer interactions, automate workflows, and enhance buyer assist effectivity.
- Customer support measurement: The software program additionally consists of options that permit companies to measure the efficiency of their buyer assist operations and monitor buyer satisfaction ranges.
- Ease of use: Zendesk is without doubt one of the hottest assist desk software program suppliers, receiving a number of awards and accolades from numerous business publications. The corporate can be well-known for its customer support, rated as the most effective within the enterprise.
- Straightforward to make use of
- Extremely customizable
- Wonderful buyer assist
- Scalable plans to go well with companies of all sizes
- Some options require a paid subscription
Value: Suite Crew Plans begins at $49.00
2. Freshdesk — A complete suite of buyer assist instruments
Freshdesk is one other wonderful e mail assist desk software program choice. It gives a complete suite of buyer assist instruments, together with an e mail ticketing system, dwell chat, data base, and extra. Freshdesk additionally has a sturdy reporting and analytics platform that offers you insights into your customer support efficiency.
With Freshdesk, you possibly can create customized ticket types and workflows to suit your particular wants. You may also arrange autoresponders and canned replies to avoid wasting time when responding to frequent inquiries. And, if you want to assist prospects in a number of languages, Freshdesk has you coated with built-in language translation instruments.
Freshdesk gives a free plan for companies with as much as 10 workers. Paid plans begin at $15 per 30 days and enhance primarily based on the variety of workers and options you want.
- Twitter and Fb integration — Freshdesk permits companies to attach with their prospects on social media and offers a platform for purchasers to have interaction with the enterprise.
- Cell App — Freshdesk gives a cell app that permits companies to handle buyer assist on the go.
- Freshdesk Market — The Freshdesk Market gives a variety of add-ons and integrations that companies can use to enhance their buyer assist.
- Complete suite of buyer assist instruments
- Straightforward to make use of
- Strong reporting and analytics platform
- Free plan for small companies
Value: Presents a free plan. Improve begins $15.00/agent
3. ProProfs Assist Desk — Finest e mail assist desk choice for small companies
ProProfs offers probably the most user-friendly email-based assist desk software program ticketing system obtainable, which is as easy to make use of as Gmail. Brokers could rapidly alter a assist ticket’s precedence to ‘Excessive,’ ‘Low,’ or ‘Regular,’ making certain that pressing tickets by no means fall by way of the gaps and are addressed first.
One of the best half about using ProProfs is that you may obtain entry to quite a lot of buyer assist sources, comparable to dwell chat, a data base, and a survey creator, that can assist you present wonderful service 24 hours a day, seven days every week. Inside feedback, customized fields, ticket labels, inside chat, and different collaboration capabilities assist buyer assist groups obtain extra collectively.
- Person-friendly — The ProProfs Assist Desk Software program e mail system is designed to be user-friendly, making it straightforward for companies of all sizes to handle buyer assist and technical help operations.
- Realtime Collision Detection — This ensures that tickets usually are not created unnecessarily and that prospects usually are not contacted greater than as soon as for a similar challenge. This characteristic helps to enhance customer support and cut back the period of time spent resolving points.
- Create NPS And CSAT Surveys — This permits companies to create and ship NPS (Internet Promoter Rating) and CSAT (Buyer Satisfaction Rating) surveys to prospects as a way to measure buyer satisfaction ranges.
- Straightforward to make use of
- Wonderful buyer assist sources
- Complicated ticket routing points
Value:: Assist Desk plans begins at $15.00
4. Zoho Desk — A fantastic all-in-one answer
Zoho Desk is an all-in-one buyer assist software program that gives every part you want to present wonderful customer support. With Zoho Desk, you possibly can handle your buyer inquiries by way of an e mail ticketing system, dwell chat, data base, and extra.
Zoho Desk additionally has a sturdy reporting and analytics platform that offers you insights into your customer support efficiency. You should utilize these insights to enhance your processes and guarantee your group offers the absolute best service.
Zoho Desk gives a free plan for companies with as much as three brokers. Paid plans begin at $14 per agent per 30 days and enhance primarily based on the variety of options you want.
- Multichannel assist — Zoho Desk permits companies to offer assist by way of e mail, chat, and cellphone. This helps companies to offer buyer assist by way of probably the most handy medium for the client.
- Templates & keyboard shortcuts — Zoho Desk comes with built-in templates to assist companies create and ship customary replies rapidly. Keyboard shortcuts additionally assist companies to answer to prospects rapidly and effectively.
- Cell functions — Zoho Desk gives cell functions for Android and iOS units, permitting companies to handle buyer assist from anyplace.
- All-in-one buyer assist software program
- Strong reporting and analytics platform
- Free plan for small companies
Pricing: Presents a free plan. The Customary improve begins at $14.00/agent.
5. Hiver — A fantastic choice for companies that use Gmail
Hiver is a buyer assist software program that integrates with Gmail to offer an e mail ticketing system, dwell chat, data base, and extra. Hiver makes it straightforward to maintain monitor of your buyer inquiries and offers numerous sources that can assist you present wonderful customer support.
With Hiver, you possibly can create customized ticket types and workflows to suit your particular wants. With a easy click on, assist desk supervisors could designate emails as duties to their group members. To higher set up and handle shopper interactions, brokers can designate emails as ‘Open,’ ‘Pending,’ or ‘Closed.’
- Email tags — You possibly can add labels to emails that can assist you set up them. For instance, you would possibly add a “Buyer assist” tag to your entire buyer assist emails.
- Integrates with Google Sheets — Hiver integrates with Google Sheets, making it straightforward to trace buyer progress and create studies.
- Collision detection — If two group members attempt to edit the identical e mail, Hiver will present them a warning and allow them to know who edited it final.
- Integrates with Gmail
- Easy and user-friendly
- Customizable ticket types and workflows
- Exercise monitoring
- Restricted cell app performance
Pricing: Lite plan begins at $15.00/person/month
6. HelpCrunch — A fantastic choice for companies that use a number of channels
At a look, HelpCrunch seems to be a typical e mail ticketing system. Nevertheless, a couple of delicate components in HelpCrunch’s UI set it aside from its opponents. For instance, it color-codes tags in order that it’s simpler for customers to establish the standing of tickets. A customer support consultant should work rapidly, so with the ability to consider info promptly is crucial.
HelpCrunch additionally has an inside notes operate, which is a singular characteristic. In open circumstances, reps could talk with one another by way of feedback to find out methods to greatest join with the patron. In case you are coping with troublesome issues requiring the help of a product specialist or buyer care supervisor, you would possibly discover this beneficial.
- Reside Chat — Its dwell chat characteristic lets companies talk with their prospects in real-time. This helps companies present on the spot assist to their prospects, main to raised buyer satisfaction and better gross sales.
- Email Marketing — HelpCrunch’s e mail advertising and marketing characteristic lets companies ship automated emails to their prospects. This helps companies communicate with their prospects and promote new services and products.
- Auto-messages — HelpCrunch’s auto-messages characteristic lets companies ship automated messages to their prospects. This helps companies communicate with their prospects and promote new services and products.
- Coloration-coded tags
- Inside notes operate
- Reside chat
- Restricted reporting customizations
Pricing: Fundamental Plan begins at $12.00/agent
7. LiveAgent — Excellent assist desk e mail software program for small companies
In relation to top-notch buyer assist, LiveAgent is the most effective e mail integration assist desk software program available in the market. It gives a variety of options excellent for small companies and enterprises alike. This software program was created with the concept of serving to companies handle buyer assist extra successfully. It gives a ticketing system, a data base, chat assist, and cellphone assist.
Among the best issues about LiveAgent is that it’s extremely user-friendly. Even those that usually are not very tech-savvy will be capable of use it with none issues. The interface is simple to know and navigate, which makes utilizing the software program a breeze.
- Workflow Automation — You possibly can automate tedious and monotonous processes utilizing LiveAgent. For a faster assist course of, brokers can use prefabricated options for frequent buyer issues, automate the ticket routing course of, and outline time or SLA restrictions.
- Ticket Tags — You should utilize ticket tags that can assist you set up and monitor your tickets. This can be a nice strategy to carry on prime of all of the assist requests you might be receiving.
- Automated Ticket Routing — With computerized ticket routing, you possibly can rapidly and simply assign tickets to the suitable agent. It will prevent time and be sure that all tickets are dealt with promptly.
- Person-friendly interface
- Big selection of options
- Automates tedious and monotonous processes.
- Ticket routing and SLA restrictions
- Restricted automated-response characteristic
Pricing: Ticket Plan begins at $15/agent/month
8. SolarWinds Service Desk — Finest assist desk ticketing system that gives course of automation
In relation to discovering the most effective e mail assist desk software program, SolarWinds Service Desk is a prime contender. It gives an intuitive interface, highly effective options, and ample scalability to accommodate companies of all sizes. Upon launching this system, customers are greeted with a modern and trendy dashboard. From this web page, they will rapidly entry all of the options they should handle buyer assist requests.
You could personalize the dashboard to emphasise the important KPIs on your group and enterprise. When requests are despatched by way of the SolarWinds service desk, brokers can receive helpful visibility. They will rapidly observe the standing of all tickets allotted to them and assessment the SLAs related to explicit requests.
- Ticket Prioritization — Brokers can rapidly and simply prioritize tickets by dragging and dropping them into the specified order.
- Automation Guidelines — You possibly can create highly effective automation guidelines that automate repetitive duties, comparable to assigning a ticket to a selected agent or forwarding it to a different division. Reporting — You possibly can generate detailed studies on agent productiveness, buyer satisfaction, and extra.
- Intuitive Interface — The interface is modern and trendy, making it straightforward to navigate for brokers. Highly effective Options — Brokers have entry to a variety of highly effective options that allow them to handle buyer assist requests
- The interface is modern and trendy
- Scalability of this system
- Integrations obtainable
- The value could also be out of attain for some small companies
Pricing: Crew Plan begins at $15/agent/month
9. Intercom — Excellent assist desk e mail software program for constructing engagement
Intercom is assist desk software program that companies can use to handle buyer assist. It gives a number of options, together with ticketing, chat, and voice assist.
Intercom’s Inbox means that you can merely categorize and reply to e mail and social media discussions in your web site and cell apps. Brokers can reply to customers even whereas away from their workstations utilizing native iOS and Android functions.
Utilizing this buyer care e mail software program, you might arrange totally different inboxes for assist and gross sales. Moreover, your brokers could use permissions, notes, and mentions to speak easily on troublesome shopper points or queries.
- Canned Responses — It can save you time by creating and utilizing canned responses for regularly requested questions.
- Automated Ticket Assignments — If a brand new dialog is created from an e mail or social media publish, Intercom will robotically create a ticket and assign it to the best agent.
- AI-powered bots — You should utilize bots to assist automate easy duties, like offering product info or answering frequent questions.
- Ease of use
- Social media assist channels
- Course of automation
- Auto-ticket queue administration
- Intercom will not be the most affordable assist desk software program available on the market
Pricing: Begins at $59.00/month
10. SpiceWorks Assist Desk — Finest free to make use of assist desk e mail system
SpiceWorks Assist Desk is a free-for-everyone software program that’s designed to assist handle and assist a assist desk or service desk. It gives options comparable to asset administration, ticketing, reporting, data base, and extra.
This software program was constructed with small companies in thoughts, however anybody can use it.
You could make the most of Spiceworks Assist Desk’s Person Portal to permit your customers to submit new tickets and monitor the standing of present ones with out having to contact you on a regular basis. Moreover, you should use the Data Base to avoid wasting time by storing solutions to regularly requested person inquiries.
- Customized Fields — Utilizing customized fields, you possibly can monitor any details about tickets that’s essential to you and your group.
- Agent Collaboration — Brokers can collaborate on tickets to resolve them sooner. That is nice for groups which might be distributed throughout totally different time zones.
- Ticket Filters — You possibly can create filters to robotically assign, reassign, or delete tickets primarily based on particular standards. This can be a nice strategy to preserve your inbox organized and streamlined.
- Free to make use of
- Person Portal
- Data Base
- Customized Fields
- Ticket Filters
- Not for large-scale enterprise
What’s a assist desk?
A assist desk is a ticketing system that helps organizations handle and monitor customer support points. It’s a computerized system that permits customer support representatives (CSRs) to log, monitor, and resolve buyer complaints.
Clients may also use the assistance desk software to open tickets for assist requests. The ticketing system then assigns the ticket to a assist consultant who works to resolve the difficulty.
The assistance desk system additionally offers a method for purchasers to trace the progress of their tickets and obtain updates on the decision standing.
Do you wish to decrease buyer complaints and improve your interactions with them? What if we inform you that within the course of, it’s also possible to enhance your lead conversion charge? All that is doable through the use of an e mail monitoring software program. Right here’s our information on the best email tracking software in 2022.
What’s a ticket?
A ticket is a document of a difficulty that’s opened and assigned to a assist consultant. The ticket incorporates all of the details about the difficulty, together with the client’s contact info, the main points of the difficulty, and any supporting documentation.
How Can Assist Desk Assist Simplify Your Buyer Assist?
Organizations of all sizes are in search of methods to enhance customer support, and a technique to do that is through the use of assist desk software program. Any such software program could make it simpler on your prospects to get the assistance they want and may also simplify your buyer assist course of.
Listed below are among the most essential options of assist desk software program and the way they will profit your corporation.
Assist Desk software program means that you can create and handle tickets for buyer assist requests. You possibly can simply assign tickets to particular group members, monitor the progress of every ticket, and set due dates. This helps be sure that all buyer assist requests are dealt with on time.
Many assist desk software program applications embrace a buyer portal, a web-based interface that permits your prospects to submit and monitor assist tickets. The shopper portal makes it straightforward on your prospects to get the assistance they want and eliminates the necessity for them to name or e mail your assist group.
A data base is a set of articles that present details about methods to use your services or products. A assist desk software program program with a data base could make it simpler on your prospects to search out the knowledge they should clear up frequent issues. The data base can be used to retailer solutions to regularly requested questions.
Assist Desk software program can present detailed studies about buyer assist exercise. This info can assist you monitor the progress of your buyer assist efforts and establish areas the place you possibly can enhance your course of.
Conclusion : what’s the greatest e mail assist desk software program for 2022 ?
General, the most effective e mail assist desk software program is one that gives a variety of options and capabilities whereas being straightforward to make use of. It must also be inexpensive and scalable in order that it may possibly develop with your corporation. In case you are in search of a brand new e mail assist desk software program, then these we suggest Zendesk.