Are you searching for the best help desk software for your business?
Using help desk software can help you improve your customer support workflow, better manage requests, and enhance your customer relationships.
In this article, we’ve selected some of the best help desk software you can use along with your WordPress site.
Why Should Use Help Desk Software?
Help desk software helps you easily manage customer support requests to serve your customers better.
This results in happier customers and improved customer retention, which means more money for your business over the long term.
When you just get started online, it can be easy to manage all of your customer support requests yourself through your business email address.
But as your WordPress website continues to grow, it can be difficult to keep up the same quality of customer support.
Using help desk software in your business can enhance the quality of your customer interactions and give you a competitive advantage in your space.
The best help desk tool:
- Helps you scale your customer support as your business expands
- Makes it easy to track support requests across multiple channels
- Allows you to create detailed customer profiles and better understand your users
- Improves support response time and customer relationships easily
That being said, let’s look at some of the best help desk software you can use to help your small business website grow.
1. Help Scout
Help Scout is one of the best all in one help desk software on the market. It includes nearly every feature you need to streamline your help desk and customer support process.
It enables you to manage all of your chat and email support requests from one place. In this way, your customers can reach out using the method they prefer, and your support team can manage requests from a single queue.
You can speed up support requests by creating saved replies, so your team can respond to common questions immediately.
There’s a built-in knowledge base feature, so you can build your own help center. This reduces the total number of support requests since your users can find solutions to their problems themselves.
You can also find in depth reporting data, so you can see where your team is doing great and what needs to be improved.
The time tracking report allows you to see where your support team is spending the most time, so you can improve your product workflows.
A live chat feature, also known as Beacon, is available if you want to add an additional support channel.
It recommends articles to help your users solve problems. If they can’t find a solution, they can chat with your team.
Pricing: The Basic plan starts at $20 per user per month and comes with 3 mailboxes, live chat, and more. The Plus plan starts at $35 per user per month if you have a bigger team.
HelpDesk is a very user friendly help desk tool and ticketing software. It’s very intuitive and a easy way to keep all your messages in one place.
Any requests from contact forms, incoming emails, live chat, and more will come to a single dashboard, and a ticket will be created.
There are advanced ticketing, sorting, and tagging features, so you can prioritize the most important messages.
Besides, there are useful team collaboration tools like multiple mailboxes, agent groups, and private notes for support tickets to help your entire support team become more effective.
You may use the automation features like automated task assignments, canned responses, and custom automated workflows to optimize your response time.
Those running IT help desks can use the specialized IT service teams features to create groups of agents responsible for certain areas like subscriptions, signs up process, end-users, etc.
Plus, you can even create an IT support help desk for internal teams to help employees get up to speed on your software and processes.
There’s also an integration with LiveChat, so you can track help desk tickets and solve customer issues in live chat all in one place.
You can find additional integrations like Hubspot, Salesforce, Zapier, Slack, etc that you can use to improve your support workflow.
Pricing: For teams, pricing starts at $19 per agent per month and comes with a ticketing system, 60-day chat history, etc.
Hubspot offers business owners tons of customer management tools to help improve customer satisfaction and relationships.
It comes with easy to use help desk software and a ticketing system to keep track of long term customer service requests.
They provide one of the best CRMs for small businesses that easily integrates with the customer service management software.
The service desk software and ticketing system organize all of your support requests into a single dashboard that your whole team can access.
You can keep track of important support metrics like ticket volume, agent response time, and more. This allows you to see if you’re hitting your goals and meeting your customer service level agreements (SLAs).
You’ll find other features like knowledge base software to help your customers resolve their own issues and routing and automation to help save you time.
Besides, there’s bundled live chat and chatbot functionality, so you can communicate in real time with your customers.
Pricing: There’s a free plan for all users. Paid plans start at $45/month and give you access to additional automation tools and support for more team members.
FreshDesk is another popular help desk service for businesses. It’s very easy to use, while still offering plenty of advanced features.
The help desk system has a shared inbox for easy and fast team collaboration, escalation, and issue management. You can even set tasks based on team member availability.
Beyond help desk features, you can find chatbots, live chat, modern messaging, automation features, omnichannel support, etc.
There’s built in reporting and data, so you can refine your support processes over various communication channels. You can even use the social media integration to convert messages and brand mentions into tickets and respond.
It also comes with various tools to help create your own self-service portal like forum support, FAQ creation, a help widget, etc.
Pricing: The basic version of the software starts at $15/month. While full omnichannel support plans start at $79/month when billed per year.
There is a free version of the support software that supports an unlimited number of agents. But, it only has ticketing and knowledge base features.
Nextiva is the best business phone service for small businesses in the market . Beyond phone support, they have a complete multichannel support solution.
The integrated help desk solution allows you to communicate across many different channels from a single app including, phone, email, and team messaging.
No matter where your customers reach you from, you can respond from just one place.
The ticket management system is simple to use, and you can set priorities, send reminders, message your team, and more.
If you’re using other Nextiva services like Nextiva business VoIP or the sales CRM, these will instantly integrate.
You can find other useful features like call routing, canned responses, a mobile app, and a self-service knowledge base.
There are all kinds of useful features to help your phone support team including, call forwarding, custom greetings, virtual business phone number, analytics, etc.
Nextiva works great for small business owners and large call centers who want to automate sales and customer support as well.
Pricing: Nextiva starts at $18.95/month for between 20-99 users. If you want support for SMS and more integrations, then the Pro plan starts at $22.95/month.
LiveChat is the best live chat software you can find in the market. It helps you quickly add live chat support to your website, so you can immediately respond to customer’s requests.
The LiveChat apps are user friendly and work on mobile, desktop, and tablet devices across Android and iOS. So, your support team can answer requests without having to log into the WordPress dashboard.
Besides, there’s a WordPress plugin that makes it easy to integrate with your website.
You may set up LiveChat to work during your non-work hours, so all live chat requests will go directly to your help desk management system.
We use LiveChat across all of our eCommerce businesses to support our pre-sales staff.
The chat window is super easy to customize to match your website’s branding.
One really amazing feature of this tool is the speed. The chat window loads faster than other providers and works across every device.
It integrates easily with other customer support and marketing tools you’re already using, such as HelpDesk, HubSpot, and Google Analytics.
You’ll also find additional support tools to help improve the quality of your support, like visitor tracking, a smart API that integrates with your knowledge base, etc.
Pricing: There are plans for businesses of all sizes. The starter plan begins at $16 per agent per month when paid yearly. Besides, there’s a 14 day free trial to test out the service.
Chatbot.com is the best AI chatbot software in the market now. This tool makes it easy for small businesses to create their own AI chatbot and enhance customer service.
You can use the drag and drop builder to quickly create a customer support chatbot.
There’s also a library of industry specific templates you canchoose from. These will allow you to develop your unique chatbot based on user questions and scenarios.
It integrates easily with both WordPress and WooCommerce. Besides, your live chat and customer service software of choice.
We use ChatBot.com in lots of our SaaS businesses to handle pre-sales questions and forward users to our live support team if needed.
This process can make your customer service workflow more effective, and free up time for your support staff.
Pricing: It starts at $50/month billed monthly for up to 1,000 monthly chats, and goes up from there.
There’s also a 14-day free trial included in every plan, so you can see if chatbots work for your business.
WPForms is the best contact form plugin for WordPress used by over 4 million websites. It’s packed with features, while still being incredibly user friendly.
You can use the drag and drop builder to quickly create a customer support form, so your users can submit a support request to your team.
The free version of the plugin allows you to build a basic contact form and includes spam protection, email notifications, and more.
The pro version of the plugin takes these features even further and turns it into a powerful service desk tool. It allows you to create more advanced forms with conditional logic, form abandonment functionality, geo-location, etc.
Every form submission goes directly to your WordPress dashboard, so you can instantly respond to customer queries. You can also set up instant form notifications that automatically send you an email when a user submits a form.
You can notify yourself or your team members in charge of customer support.
There’s also a user journey addon that helps you see what your visitor did on your website before submitting a form. This makes it easy to see where your user got stuck, so you can solve their issue faster.
Besides there are over 3000 different software integrations, including service desk, HR software, project management tools, marketing automation tools, etc.
Pricing: The Basic plan starts at $39.59/year and has features for simple form creation, but to get access to user journey reports, advanced integrations, etc, the Pro plan is $199.50/year.
What is the Best Help Desk Software (Expert Pick)?
In our expert opinion, there are a wide range of different help desk software solutions that can be the perfect choice for your business.
If you’re finding the best email help desk that brings all of your customer support channels together, then Help Scout is the best option.
If you need a great all in one help desk service that integrates perfectly with LiveChat, then HelpDesk is perfect.
If you want a customer help desk that also comes with a business phone system, then Nextiva is a great choice.
Regardless of which help desk software you use, you may want to use WPForms since it helps you forward the message from your website to the right help desk software.
Aside from the top help desk software on our list, we also looked at other providers like Zoho Desk, Jira, LiveAgent, FreshService, HappyFox, Zendesk support, etc.
However, we decided not to put them on the list to help you avoid choice paralysis, so you can quickly find the best help desk software for you.
We hope this article helped you find the best help desk software for your business.
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