No matter what type of business you run, your customers should be able to contact you in case they have a question about their purchases. This is where the best help desk software platforms come into play!
Even though you can opt for simpler solutions, like contact forms on your website through which people can provide feedback and ask questions, a method like that might not stand the test of time as your business grows.
To help you out, and let you focus on the tasks that are actually important for your business (literally mind your own business), we did the hard part – researching the best help desk software and comparing the top solutions head to head.
We analyzed and tested the most popular tools out there and examined how effective they are at what they do. Based on this, you can decide which of these solutions is going to be suitable for you and your team.
What makes the best help desk software?
Here are some of the things you should consider when looking for the best help desk software:
A user-friendly and easy to use interface:
When a customer is submitting an issue or a question, the support team should be able to organize everything in a simple way – by event-based triggers, workflows, submission dates, topic/department, priority, etc.
A great help desk platform makes all these things easy to set up and comes with simple navigation that keeps all the tickets properly ordered and easy to follow.
A preferred help desk platform is, of course, one that facilitates the communication between you and the customer. All platforms provide email support by default, but you can go further and offer people other alternatives to reach you.
There are also things like: live chat, FAQ assistants, voice calls, social media messages, and even video calls. Make sure to allow more than just one support channel so that the customers can have options.
Integration with third-party tools:
Before deciding on your help desk software, make sure it comes with integrations for external tools. Some help desk platforms provide pre-built integrations, while others give you the option to create your own custom modules – or both.
By external tools, I mean apps, widgets, social media platforms, CRMs, add-ons, and other extensions. It’s important to be able to add new functionality to your help desk software every time you need it.
Knowledge base and self-service:
This feature gives you a lot of time by saving the solutions to resolved problems and reusing them to answer similar questions in the future.
You can either keep them in a private database for your support engineers or add them to a public file that your customers can access. This way, they can find out their answer before submitting a new ticket. The latter is called self-service, which also includes documentation, guides, groups or forums where users can search for the
This article was written by Adelina Tuca and originally published on CodeinWP.