I’ve talked a lot about the importance of customer service in past posts. No matter how good you are at what you do, if you’re not responsive to client feedback and willing to take steps to improve dissatisfaction, you will have a rough time managing your client relationships.
One way to manage, track and act on customer inquiries and support requests is by using a help desk/customer service application. Here is a list of 16 customer support tools you can use to increase your accessibility and responsiveness.
Artologik HelpDesk: A web-based support system providing internal and external support that includes a knowledge base, searchable FAQs, ticket creation and management, e-mail reminders and reporting. The help desk software is available in three licensing options.
bigWebApps HelpDesk: A scalable, web-based application that includes e-mail integration, remote assistance, time tracking, reporting and announcement features. Pricing is available upon request.
DataTrack System: A web-based service management solution that allows you to track, categorize and prioritize work requests; generate detailed statistics and reports; customize your interface; and provide self-help areas for your clients. They offer several packages, depending on the number of technicians you need.
h2desk: A help desk system that includes e-mail-based ticket management, a knowledge base and troubleshooter, a self-service client portal, mobile access, customization options and integration with other third party apps. h2desk is available as a hosted or self-installed solution.
Helpdesk Pilot: Help desk software that provides e-mail management, canned replies, ticket management, custom fields, tracking and reports. Helpdesk Pilot is available for a one-time license fee.
HelpSpot: Web-based help desk software allows you to filter, track, and organize support requests; customize the web form, knowledge base, and forums; and access/manage from your mobile device. HelpSpot can be run from your own server or hosted, both options are available for a licensing fee.
IssueTrak: Customer service software that provides auto assignments for issues, calendars and reminders, e-mail notifications, workflows and task management, web-based access and customization options. IssueTrak is offered as a hosted or leased solution.
Kayako: Help desk software that includes ticket support and e-mail management; chat, visitor engagement and visitor monitoring; ability to manage multiple knowledge bases; and task management functionality. There are three modules available through a hosted account or lease options.
Numara Track-It!: Help desk software geared to IT organizations, providing e-mail-based and self service support, customizable web portal, alerts and notifications, and reporting options. Pricing is available upon request.
Parature: On-demand customer service software that tracks the status of work orders online, provides chat functionality and online discussion boards, includes a ticketing system and mobile access. Pricing is available upon request.
ServiceDesk Plus: A web-based help desk tool that offers trouble ticketing, asset management, purchase order management, a self-service Portal, and extensive knowledge base. ServiceDesk Plus is available for a license fee based on the number of technicians.
Smart Answer: Web-based customer service software that includes a customizable contact form, ticket tracking, a bulletin board-style setup, and e-mail notifications. Smart Answer is available for a monthly fee per operator, and it’s the paid version of Trouble Ticket Express.
Trouble Ticket Express: An open source, CGI-based trouble ticket system that includes correspondence tracking, e-mail alerts, customizable layout, ticket monitoring, and data export for reporting.
versaSRS HelpDesk: A web-based help desk solution that includes e-mail support, customization, a searchable knowledge base, reporting, contact management and e-mail templates. It’s available as several editions with varying licensing options.
WonderDesk: Web-based customer support that allows you to track and manage customer e-mails, supports multiple languages, and provides archiving and history tracking. There are two package options, both with a one-time licensing fee.
Zendesk: A web-based customer support help desk system that provides e-mail management, a customizable customer portal, and integration with other customer management systems. Zendesk has three plans with a per agent per month fee.
Do you use a help desk system to enhance interaction with your clients? What app do you recommend?