December 17, 2018
“Your most unhappy customers are your greatest source of learning.” -Bill Gates. As much as we appreciate this piece of business advice from Bill, we at Birdseed hope to help you avoid learning by this method. Keeping your customers happy, and earning their loyalty and positive reviews is a key component of your business. From our software that helps to immediately engage your website visitors, to recommendations for help desk software that provides a range of customer service solutions, you shouldn’t have to let an unhappy customer walk away from your business.
What Is Help Desk Software?
Help desk software allows businesses to resolve a range of customer services issues, queries, and concerns by managing tickets from receipt all the way to resolution. It also provides your agents with a wide array of support and tools that promote collaboration between them.
Help desk solutions refers to the specific process of addressing customer issues. Some CRM solutions can include a help desk function and vice-versa, some help desk solutions may have CRM functionalities. ( see our CRM review blog here)
3 Free Help Desk Software Programs You Might Consider
As amazing as Help Desk software sounds, be aware it does have some drawbacks. Be aware that help desk solutions are often prime targets for phishing, spyware, malware, and viruses since they contain customer data and your company’s internal communication. Ensure you have strong firewalls, training for your employees, and back-up systems/ redundancy systems in place. If a bug happens in the software, you could potentially lose customers (plus gain negative reviews!) and experience delays.
Make sure you choose your business help desk software carefully, and consider all of your needs now, and in the future. We have reviewed three of our favorite software for you below, but there are literally hundreds on the market.
A web-based service, Zoho Desk is the industry’s first context-aware help desk software. It is intuitive and easy to use. Most of the important functions you need are easy to locate and is responsive. The quality of customer support is good, like all Zoho products. Reporting tools and analytics help managers identify issues and concerns that pertain to their sales forces performance and productivity, resulting in a higher satisfaction rating you’re your consumers and ultimately, doing better business. If you are using the Zoho CRM software, this software will integrate perfectly. On the con side, end users must submit tickets, and if your agents need to create a ticket, it is quite complicated. Also, language support seems to be a bit limited.
Overview: This software will organize your information to support your customer, making customer service easier once you get your information set up and going. Agents have assigned specific tickets, but all other agents have access and can help each other.
Pricing: Their free plan supports up to three agents, but does not have time tracking on tickets. The highest tier offering is $25 per agent per month.
Zoho Desk Pricing Comparison
Companies like Uber, Groupon, and Airbnb use ZenDesk. I have used it in the past was very pleased with it. They make it easy to manage your Support/Customer Service queue, offering a user-friendly dashboard, custom modes for communicating with users/customers and benchmarking statistics. It is extremely easy to set up and start, and once it’s up and running, it starts building itself out as a knowledge base.
The best feature, in my opinion, is the ability to search for tickets by contact, user or subject and merge those tickets into one. That way you don’t have to respond to multiple tickets from the same consumer about the same issue, you can clear those all out at once while creating a better consumer experience (one outbound email). They make it easy to access your personal templates as well as share the best templates from your team.
Con’s include multiple online reviewers complaining, ironically, about ZenDesks customer service. If you need to purchase multiple seats, or need one of their more expensive product offerings, the bills for this software can add up quickly. Also, they occasionally have downtimes, where no one can access the software.
Overview: Zendesk is an easy-to-use, dynamic, intuitive customer service tool that allows the use of macros to optimize messages to customers.
Zendesk is easy to implement and with adaptable prices. But before looking at using their product, have a clear idea of what your business needs are. This company has split their product line so their clients can build their own custom solutions, or purchase an all-inclusive package.
The Zendesk Suite is $89 for professionals or $149 for enterprise per seat per year. Most of their products have a free trial, and several have a free lite version, like talk, their call center built in support software. Take a look at their pricing and offering here: Zen Desk Pricing
Freshdesk is a cloud-based helpdesk solution that offers everything a business needs to deliver exceptional customer service. They have a decent customer support team that responds relatively quick(within 24 hours) and offers all the main tools you need for your customer base, like robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automation & a lot more.
Freshdesk enables your clients to create their own help desk request tickets, track their ticket’s progress, add notes & comments along the way, and decide when to mark each ticket as Done. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves – thus freeing you from unnecessary remote support or onsite support events. Use the built-in ticket timers, and you have a way to capture the data for your Time & Billing system.
Overview: Freshdesk is really meant for small to large teams of people. The robust software is difficult to manage by one person.
Pricing: Freshdesk has a free version with limited options. Their highest tier version is $89 per agent per year. See Fresh Desk pricing options here.
So Which One Is Best?
Each of these three help desk software programs is made for different solutions. Overall, FreshDesk has a great interface and is robust enough to handle a teams needs, with great support. But it needs multiple people to make it work, and like Zendesk, can be expensive at higher tiers of service. Our overall favorite is ZoHo, primarily because of the great integration it has with other areas of your business. If none of the above fits your companies needs, I would be happy to suggest some others as there are hundreds of other Help Desk software programs out there vying to earn your company’s business.
In the long run, a help desk software program that fits your companies needs will help your customers express their needs to you quickly, allowing you to help them quickly.
Thanks for reading. Was there any Help Desk Software programs that you love that you think people should know about?
Until Next Time,
Robert Urban – CMO of BirdSeed
Current CMO of BirdSeed and best-selling author, Marine veteran and PhD. Offers expert-level strategy and execution for SAAS and technology business through relationship driven marketing, content and sales while leading and managing people from all different backgrounds. BirdSeed is headquartered in Orlando, Florida.