A Help Desk Software Comparison

Technology is making it easier for customers to do business, but it’s also making it easier for them to stop doing business, particularly with companies that fail to provide exceptional customer service. According to the 2016 Salesforce State of the Connected Customer report, 70% of customers say that technology has made it easier than ever for them to take their business elsewhere. The impact of customer attrition can really take its toll, with the average American Business losing as many as 15% of its customers every year.

Help desk software is basically what it sounds like: a digital help desk where customers can request assistance, get answers to questions, and find solutions to their problems. With help desk software, businesses gain the ability to provide direct customer support to a large number of clients. Customer service representatives and agents can manage customer activity, track requests, provide follow up, collaborate between departments, and generate reports, all from a single platform.

As clients contact the business, the help desk software generates a ‘ticket.’ This ticket contains relevant client information, as well as information about the issue. An appropriate service agent is then assigned to the ticket, and they begin working towards a solution. While the issue is being resolved, both the customer and the agent can communicate with one another through the help desk platform, giving and responding to updates, attaching relevant files, or even expanding the discussion to include other agents.

At their most basic, help desk solutions don’t have to be overly complex. However, as technology continues to progress, help desk capabilities are likewise advancing. Customer relationship management (CRM) and cloud technology are allowing service agents a better view of who their customer are, what they want, and how best to keep them happy. Of course, this also means that the number of available help desk options is growing. 

Your customers are the heart of your business; make sure that the help desk solution you choose has their best interests in mind. In order to do that, you need to make a detailed help desk software comparison.

We’ve reviewed the available options in order to help you find the best help desk software. Comparison between features, usability, and cost has narrowed the field down to three main help desk solutions, and they are as follow:

1. Service Cloud by Salesforce
   Salesforce is widely recognised as the most reliable provider of CRM in the world. Given the similarities between CRM and help desk software, it only makes sense that Salesforce would also be behind the most effective help desk solution available today. Salesforce Service Cloud was released in 2009, and with the addition of Desk.com, is now the go-to help desk solution for businesses large and small. Thanks to it’s multi-channel support, intelligent predictive capabilities, and quick resolution times, customers can enjoy resolutions to their problems without having to wait.

   Service Cloud and Desk.com provide customisable, all-in-one customer support that integrates seamlessly with other applications. Automation options help agents stay focused on their customers, instead of on repetitive tasks. Intuitive controls and user-friendly interface give your representatives all the information they need in a single snapshot, and also provide them with the tools to reach fast solutions.

   Real-time, cloud-based platform structure ensures that no matter who is accessing the data or when, they will have the most reliable, up-to-date information. Additionally, this software is compatible with any internet-enabled device. Combined with the standard Salesforce CRM advantages, these factors help set Service Cloud and Desk.com apart as the best help-desk options available. The price is very reasonable, with Salesforce only charging customers for the functions they use. A free trial option is also available.

2. Zendesk
   Zendesk is likewise a very well-known and widely trusted name in help desk software. The software is customisable and can integrate with certain other applications. The software is easy to use, and is compatible with many devices, although some are not supported. Zendesk works well as an out-of-the-box solution for companies that need to get their help desk up and running quickly.

   However, Zendesk is less effective in a number of other areas, such as user support. Many users have commented on how long it takes for their support requests to be filled. The system itself is also slower than many other help desk options. The search fields that are included so that users can retrieve information quickly are somewhat limited, and setting up triggers and automation can be a very complex task.

   Finally, some users have commented that Zendesk is more expensive that it should be, given its capability. Luckily, this option also offers a free trial, so you’ll be able to try it yourself before committing.

3. Freshdesk
   The third option in our help desk management software comparison is Freshdesk. Freshdesk is a simple solution that is not quite as complex as certain other options. That said, it is a configurable option that is relatively easy to use. The ticketing system page provides all the information that service agents might need in a way that is easy to comprehend at a glance.

   Freshdesk’s performance, however, leaves something to be desired. The system is a bit slower than other options, and sometimes has trouble loading. Freshdesk is also incapable of handling ITIL requests, so bear that in mind. It offers no problem management, change management, or asset management functionality. It can effectively generate and manage tickets, though, so if that’s what you are looking for, then you probably won’t be disappointed. Freshdesk also offers a limited free trial.

Features	Salesforce Desk	Zendesk	Freshdesk
Multi-channel support	Yes	Yes	Yes
Case Management	Yes	Yes	Yes
Mobile Friendly	Yes	Yes	Yes
Customer Portal	Yes	Yes	N/A
Knowledge Base	Yes	Yes	Yes
Satisfaction Scores	Yes	N/A	N/A
Customer Health Monitoring	Yes	N/A	N/A
360 degree customer integration	Yes	Limited	N/A
Small to Large Scalability	Yes	Limited	Limited
Free trial	Yes	Yes	Yes, limited

A help desk software cost comparison is a fine place to start, but it’s not going to tell you the whole story. Thankfully, each of the main help desk options offer free trial periods, so you’ll be able to see what works best for your needs — before investing real money into it. A help desk software features comparison, when made with a clear understanding of exactly what your business and customer needs are, will help you find the best help desk solution you can get.

Happy customers lead to happy (and profitable) businesses. According to the 2016 Salesforce State of Marketing report, more marketers cite customer satisfaction as their top success metric than any other metric, including revenue and customer acquisition. Don’t let your customer down. Find the right help desk solution to ensure that they always have the support they need — no matter when, no matter where.