Top 10 Customer Service and Helpdesk software
Last updated: May 22, 2019
Customer service and support ticket software (or Helpdesk) helps to automate processing of customer requests and managing customer support agents.
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient. Zendesk free open-source alternatives are osTicket, OTRS, Mantis
Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one. Freshdesk free open-source alternatives are osTicket, OTRS, Mantis.
Kayako Fusion is a help desk software that lets you manage email, tickets, live chat, calls and remote support. All in one place. Choose between our reliable and secure SaaS cloud platform (Kayako On Demand), or install Kayako on your own server. Kayako free open-source alternatives are osTicket, OTRS, Mantis.
Connect to your customers on Facebook and Twitter as easily as on traditional support channels like email, phone and web. Desk.com organizes all of your support in one place so you can respond efficiently wherever your customers reach out.
With the Service Cloud you can meet customers wherever they are—including social networks such as Facebook and Twitter. Your agents also benefit from employee social networks that help them work together like never before. And because you get all the features a social contact center needs, your customers experience amazing service on any channel.
Get Satisfaction powers the world’s best brands to solve problems, give a voice to champions, bring out the best ideas and drive better business.
Zoho Desk is the industry's first context-aware help desk software that helps businesses focus on the customer.
OTRS is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. Like alternative solutions it is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.
UserVoice’s simple engagement tools help you do more customer support and get more feedback in less time, without getting in your way.
Business Software for Technology Providers. ConnectWise empowers technology solution providers to reach their goals faster with an award-winning business management software suite & much more.
on Live Enterprise
Intuitive help desk software by Web Help Desk includes: cross-platform help desk software, asset management software, knowledge base software, more.
The unique design and workflow enables your support staff to solve problems the first time and easily manage many requests from multiple sources. HelpSpot Beyond simple help desk software, HelpSpot is an entire web based help desk portal; providing your customers with powerful self-help functionality that drives down cost and improves customer experience.
Help Desk Software and Customer Service app from Jitbit. Deliver awesome support to your customers. Jitbit Helpdesk ticketing system is dead simple, amazingly powerful and takes seconds to set up. Just forward support emails to the helpdesk app and start managing tickets. We have both the cloud-hosted and on-premise versions. Both integrate perfectly with your mailboxes, Active Directory, Google Drive etc.
Latest news about Customer Service and Helpdesk software
2019. Freshworks acquires customer success service Natero
Customer engagement service provider Freshworks, which develops Freshdesk, has acquired Natero, a customer success service with some AI/ML smarts that helps businesses prevent churn and manage their customers. The acquisition will help the company complete its mission to provide its users with a 360-degree view of their customers. Freshdesk started out with a focus on customer support and then added additional functionality for marketers and other roles over time. Today, however, companies want this full 360-degree view of a customer and to be able to offer differentiated service to their top customers, for example. In many ways, the acquisition of Natero closes the loop here.
2019. ServiceNow acquires mobile analytics startup Appsee
ServiceNow has acquired mobile analytics company Appsee. Appsee provides more than pure numerical analytics. As the name it implies, it lets developers see what the user is seeing by recording an interaction and seeing what went right or wrong as the person used the program. ServiceNow wants to take that functionality and incorporate it into its Now Platform, which enables customers to create customized service applications for their businesses, or use mobile applications it has created out of the box. The company sees this as a way to improve the UI and build more usable apps.
2019. Freshworks launches a load balancer for handling customer inquiries
Customer engagement software vendor Freshworks launched Omniroute - the tool for customer service agents. Omniroute is essentially a load-balancer for routing multi-channel customer inquiries. Freshworks argues that earlier customer support solutions made it hard for agents to switch between inquiry types and for managers to efficiently route traffic. The promise of Omniroute is that it can automatically route a query to the right agent who has the bandwidth to handle it, based on what it knows about that agent’s skills and the nature of the inquiry. And if you regularly want to hang up your phone when an agent asks you for your order number right after you typed it into the system, then you’ll be happy to hear that the Omniroute will surface this information right on the agent’s screen.
2018. Zoho Desk adds AI assistant for customer service
Service management software Zoho Desk is getting new capabilities that allow businesses to elevate agent productivity, manage cross-functional service processes, and contextually integrate customer service with other business functions. Voice and Chat Assistant: Zia helps reduce the load on customer service teams. Through Zia Voice, customers can speak or chat with Zia to receive answers from a knowledge base. Agents can also speak or chat with Zia to receive response suggestions while helping customers. Zia suggests specific sections of a knowledge-base article rather than the entire article. Agents can also speak or chat with Zia to receive response suggestions while helping customers. Zia suggests specific sections of a knowledge-base article rather than the entire article. Agents can add these suggestions to a response with a single click and send the same to the customer.
2018. Zendesk launched customer service app builder
Zendesk announced Zendesk Sunshine, a new platform for creating customer-focused applications on top of Zendesk’s toolset. Companies can build apps on top of Sunshine, typically customer experience or customer relationship apps, and they will be hosted natively on AWS and have access to all the AWS services. And all of the applications rely on the Sunshine platform for information sharing. This approach is aimed at helping Zendesk customers build applications to take advantage of the data they are collecting inside of Zendesk as a natural byproduct of doing work with the service, but over time independent developers could begin working on the platform too.