Help Desk Online Software Comparison

Compare Help Desk Online Software Systems

Below a list of the top online help desk software to help your organisation interact and engage with your customers. All the help desk software systems listed are offered as a SaaS (Software-as-a-Service). This has the advantage of being web based and hosted in the cloud.  Giving your organisation the flexibility to engage with your customers 24/7 using a multitude of devices from anywhere in the world.

freshdesk
Freshdesk
Online based help desk software solution.
Free mobile app available on iOS and Android.
Prices from 3 agents – free to $70 per agent/month.
freshdesk pricing

Freshdesk lets you collaborate with your team members on the support desk using a team wide inbox.
Freshdesk - managed team inbox

Freshdesk lets you support them through phone, email, your website, and even Twitter and Facebook all from one place.
Freshdesk - social

Zendesk
Zendesk
Web based help desk customer support solution
Large coverage of mobile apps available. iOS/Android/Windows Phone 8/Kindle Fire/BlackBerry.
Prices from $1 per agent per month on the starter plan to $195 per agent/month for the Enterprise Elite package.
Zendesk pricing

Zendesk allows you to support multiple email addresses and link in with your Twitter and Facebook social media feeds. Calls can be routed to your mobile if you are out of the office using Zendesk Voice. Plus all calls and voicemails are transcribed into tickets.

Zendesk also comes with Zopim Lite online web chat for every agent. This allows you to proactively engage your customers on your website. Assisting them with a query or supporting them to make a purchase online.

UserVoice
UserVoice
Designed specifically for mobile app and web-based businesses UserVoice is a modern help desk solution. It streamlines the entire support-request lifecycle, while also providing social media, billing and other CRM integrations.
iPhone, iPad and Android apps available.
Prices from One Agent Free to the Pro plan at $95 per agent/month.

UserVoice pricing

UserVoice has a leaderboard points system to help keep your team stay motivated. The Inspector feature instantly pulls social media data about your support client to allow your helpdesk team to maximise their engagement.

UserVoice has an auto-suggest option before you even receive their message. UserVoice will auto-suggest knowledge base articles or feedback from other users to answer their question.

UserVoice starts with a simple text input into a small chat window.
uservoice-simple-user-experience

Kayako
Kayako
Simple customer service software that scales with your business. Kayako makes it easy to deliver an unrivalled customer support experience.
Mobile apps available for iPhone & iPad, Windows Phone 8, Android and Blackberry.
Pricing starts from $29 per agent/month to $49 per agent/month.
Kayako pricing

Kayako gives your customer the power to manage their support tickets and stay up to date with news and announcements.
Kayako - support center

 

Kayako proactively suggests answers as your customers type their support questions.
Kayako - instant answers

The Kayako support desk team portal allows your support members to prioritise and sort by department, priority and time targets. Your team can tag tickets, organise by department and status.

Kayako -team portal

Summary
All of the above online helpdesk software systems have powerful support features to get the best out of your helpdesk team and to fully engage with your customers whether that is by email, chat or social media platforms like Twitter and Facebook.

Naturally the best features with these cloud based helpdesk software systems is lower costs, flexibility of accessing the helpdesk system from anywhere and from any device. (Desktop or mobile) New upgrades and updates will be provided instantly as they are released to the public. True scalability as your company grows. No need to worry about upgrade hardware or software to meet your growth demands. All data is backed up to the cloud and protected by secure data centres around the world.

In the end, all of them have their strengths and weaknesses. The great news is they all give you 30 days free trial of their products so you can test drive each helpdesk software system to see which one fits into your company support helpdesk ethos.

Links
Freshdesk
Zendesk
UserVoice
Kayako

 

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Yi Jone Li

Managing Director & Partner at Dove Computer Solutions Ltd
Chief Technologist @DoveComputers. Love my Family, Technology, Food and Arsenal in that order.

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