Top 17 Customer Service and Helpdesk software


Customer service and support ticket software (or Helpdesk) helps to automate processing of customer requests and managing customer support agents.
1
Most-popular CRM. Easy collaboration. Proven cloud platform. Salesforce.com offers everything you need to transform your business into a Social Enterprise, so you can connect to customers and employees like never before. With no software or hardware to install, you're up and running—and seeing a positive impact on your business—quickly.
2
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient.
3
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.
4
osTicket is a widely-used and trusted open source support ticket system. Easily scale and streamline your customer service and drastically improve your customer experience.
5
UserVoice’s simple engagement tools help you do more customer support and get more feedback in less time, without getting in your way.
6
Zoho Desk is the industry's first context-aware help desk software that helps businesses focus on the customer.
7
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.
8
Help Scout provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals.
9
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.
10
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.
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11
Groove’s Shared Inbox, Knowledge Base, and Reports provide a new and better way to support your customers
12
Ticketing system for collaborative customer support. SupportBee’s support ticket system enables teams to organize, prioritize and collaborate on customer support emails.
13
Intuitive help desk software by Web Help Desk includes: cross-platform help desk software, asset management software, knowledge base software, more.
14
UserEcho offers everything you need to let customer conversations flow seamlessly across different channels, creating a better experience for both your business and your customers.
15
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.
16
UserHorn, is one of the best online ticketing service offers customer support helpdesk and online helpdesk ticketing system.
17
All-in-one Customer Support Software. Organize customer support software around your help center using all possible channels packed in one simple solution

Latest news about Customer Service and Helpdesk software


2019. Zendesk enabled customer service via WhatsApp


Last spring Zendesk acquired Smooch to move more deeply into messaging app integration. And now the company announced it integrated WhatsApp, the popular messaging tool, into the Zendesk customer service toolkit. Smooch was an early participant in the WhatsApp Business API program. What that does, in practice, says Warren Levitan, who came over as part of the Smooch deal, is provide a direct WhatsApp phone number for businesses using Zendesk . Given how many people use WhatsApp as a primary channel for communication, this is a big deal. The entire WhatsApp interaction experience is now fully integrated into the same Zendesk interface that customer service reps are used to using. WhatsApp simply becomes another channel for them.


2019. Zendesk acquired Smooch to improve support via messaging apps like WhatsApp



Customer support service Zendesk has acquired Smooch, a startup that describes itself as an “omnichannel messaging platform,” which companies’ customer care teams can use to interact with people over messaging platforms like WhatsApp, WeChat, Line and Messenger, as well as SMS and email. It had also been a longtime partner of Zendesk’s, powering the company’s own WhatsApp Business integration and other features. The deal underscores the big impact that messaging apps are making in customer service. While phone and internet are massive points of contact, messaging apps is one of the most-requested features Zendesk’s customers are requesting.




2019. Freshworks acquired 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.