Help DeskSoftware refers to thecomputer system used for logging customer queries and organizing and resolvingthem. Customers can raise tickets for their queries for resolving them. The help desk software benefits companies in various ways as it has provides quick turnovers on any technical issues, which enhances client satisfaction and retention. The software also helps in increasing the revenue and productivity of the organization. The major purpose of the help desk software is the centralized platform for customers and company for answering queries, troubleshooting problems and facilitating solutions.
360Quadrants has chosen a few of the Best Help Desk Software providers inthe market. This assessment helps buyers know more about help desk software and make the most suitable alternative based on their software needs. Allthe help desksoftware providers in this evaluation have been evaluated against their productsoffered and business strategies and were placed on a quadrant, which is updatedquarterly. 360Quadrants also offers a SWOT analysis and helps these software providers identify new opportunities and areas of development.
Help Desk Software Companies QuadrantPositioning
360Quadrants hasassessed70software vendors that offer help desk software, out of which 30 wereplaced on a quadrant under the categories: Visionary Leaders, Innovators, Dynamic Differentiators, and Emerging Leaders.
Zendesk Support, Zoho Desk, LiveChat, Freshdesk,Salesforce Service Cloud Help Desk Software, Intercom Help Desk, LogMeInRescue, Helpshift, Hiver, and Dixa have been identified as Visionary Leaders in the Help Desk Software market.
Salesforce Essentials, Oracle Service Cloud, and Kayako havebeen recognized as the Innovators in the Help Desk Software market.
osTicket, AgileCRM Help Desk Software, Issuetrak, GrooveHQ, Boomtown, Apptivo, and Thuliumhave been positioned as the Emerging Companies in the Help Desk Software market.
HappyFox, Gladly,LiveZilla, OTRS, Gmelius, Teamwork Desk, HelpCrunch, LiveHelpNow, Deskpro, andVision Helpdesk have been identified as Dynamic Differentiators in the Help Desk Software market.
Top Vendors of Help Desk Software includes –
1 Zendesk Support – Zendesk Support is one ofthe best help desk software solution that is designed to fitvarious needs and resolve various problems at the workplace. Zendesk is a cloudbased software that is used for improving client and customer communication.
2 Freshdesk – Freshdesk is a cloud-basedcustomer service helpdesk software that provides a single platform to handleconversations with every customer. Freshdesk enables users to automate workflows, provide self-service, manage SLAs, and measure metrics.
3 Zoho Desk – Zoho Desk is a customer serviceplatform that helps companies to offer a great customer support experience.Zoho Desk extracts all customer interactions across multiple channels into a single and clean interface.
4 Intercom – Intercom is a modern businessmessaging solution that provides a more personal experience for a customer’sentire lifecycle. Intercom enables users to communicate personally with every single customer and handle the tasks related to customer acquisition, engagement, and retention.
5 LiveChat – LiveChat is a premium live chatand help desk software for business websites. It is specifically designed todeliver amazing customer services to improve customer satisfaction and increase online sales results.
6 HubSpot Service Hub – HubSpot Service Hub is a helpdesk customer service management software that enables users to track customerrequests and makes it easy to manage and connect with customers. HubSpot Service Hub includes Marketing Hub, Sales Hub, Service Hub, free CRM tools to finding solutions for customers.
7 Salesforce Service Cloud – Salesforce Service Cloud is aCRM platform, built on a SaaS model that allows companies to manage allcustomer information and service applications. This platform provides a 360-degree view of customers enabling organizations to offer smarter and more personalized services.
8 LiveAgent – LiveAgent is a cloud-basedfully-featured help desk software that provides better customer service acrossall communication channels such as email, chat, social media and phone. It is an omnichannel help desk system, available through an online browser, plugins, and mobile applications to operate from anywhere at anytime.
Other vendors of Help Desk Software areCrossover, Issuetrak, Webkul, SalesAutoPilot, Requestor, Vision Helpdesk, Teamdynamix, NTG Clarity Networks, Hund, Trouble Ticket Software, Enchant, Grexit, Talkative, Boomtown, Otrs, Gorgias, One-to-one service.com, Thulium, SupportSystem, Gladly, HappyFox Inc, Supportbee and Gmelius SA.
Essential Features of a Helpdesk
· Helpdesk software system can manage incoming tickets byautomatically tagging, categorizing and assigning tickets from multiple sourcesinto one place.
· Helpdesk software will help internal staff to cooperatewith other teams by increasing visibility between them. The software can keepthe customer responses and priorities ahead of the team on the same page so that the staff can just focus on supporting customers.
· It is a customer portal that has a customizable andcustomer-facing interface to enroll tickets and communicate withrepresentatives.
· Helpdesk software provides an automatic and standardresponse to a customer when they first inquire.
· Helpdesk software enables social integration forcustomers and representatives to communicate with each through social networks.This helps the customers to get a quick response for their question.
