The COVID-19 epidemic has essentially affected all business functions out there, and help desk operations are no exception. With people being compelled to stay home by government-imposed lockdowns, the call for help desk solutions has sky-rocketed.
This has brought about the need for more help desk specialists. To solve these issues, numerous businesses now employ help desk platforms. This is particularly significant as help desk platforms have become an essential part of present-day business.
As working settings become more interlinked, help desk platforms are becoming more useful for several applications. Regardless of whether you are searching for an IT support help desk, client support help desk, or an organization help desk, fear not.
In this review, we'll talk about the finest help desk support for 2024. We'll analyze every item to unearth its benefits and the components that make it unique. This will help you resolve whether or not it's appropriate for your business.
What Is the Essence of Help Desk Solutions?
The advantages of help desk support merit the capital outlay, as confirmed by their extensive adoption. Despite the help desk issues that accompany COVID-19, businesses have realized ways to meet the enlarged burden by using help desk solutions.
The significance of help desk solutions include:
- Numerous help desk platforms are today fortified with artificial intelligence that helps enhance the capabilities of such solutions.
- Help desk solutions can help you leverage quality customer service. With smart alerts and an instinctive database, your support staff is always on top of their game.
- Help desk solutions feature analytics that make it simple to oversee KPIs such as underachieving staff, response time, ticket size, and recurrent problems.
The Best Help Desk Solutions Include:
Zendesk Support
Zendesk Support is a help desk solution that provides an assortment of client support connections in one open information base. It has the features necessary for an effective workflow, including predefined ticket replies and widgets.
Another standout element is coordinated reviews for client loyalty evaluations, combined with performance and analytics dashboards that track ongoing processes.
Zendesk is well-priced; however, it doesn't have a free version like some of its rivals. It has a massive list of features and a noteworthy security approach. Its ticketing management framework provides fine-tuned control over tickets.
SolarWinds Service Desk
SolarWinds Service Desk is a complete help desk solution for large and medium-sized firms. It is wholly cloud-based and has incredible features like workflow mechanization, smart ticketing, and resource management.
SolarWinds is based on a ticketing framework that enables staff to submit support appeals to the IT division. It also has asset administration functionality that helps a business monitor all your software and hardware during their life cycles.
Aside from asset management and event reporting, SolarWinds comes with exceptionally detailed analytics to help you gauge your businesses' performance. The benchmark tab is easy to navigate with separate pointers for client satisfaction and typical response time.
LiveChat
LiveChat offers a comprehensive help desk solution for supporting clients. it also includes widgets in your webpage, and you can likewise oversee multiple comm channels from one dashboard; this includes SMS texts, email, and live chats.
Also, LiveChat offers compatibility with other multiple programming platforms, for instance, HubSpot, Facebook, WhatsApp. Salesforce and Pipedrive.
LiveChat likewise makes it simpler to oversee emails, offering client details and sneak peeks. It also enables you to introduce new items, share notices and invite guests for live chats.
LiveChat is quite completive with regard to price. The starter package includes a wide range of features. The more expensive packages have advanced features, which are also beneficial.
LiveAgent
LiveAgent utilizes a complex narrative prototype where all interchanges with the client appear to the employees as a combined chat, regardless of the channels utilized.
This combined call center platform has scripting, live chats, call recording, and logging. It also includes insightful analysis to monitor service norms and evade client satisfaction issues.
Compatibility for specific programs is available. For instance, tracking with Google Analytics, Zapier, email ads with MailChimp, CMS, CRM, and social media via Twitter and Facebook.
Businesses likewise appreciate how versatile LiveAgent is, advancing from few employees to vast support centers on the same help desk solution.
Final Thought on Help Desk Solutions
To sum it all up, there are several helpdesk support to pick from; the real hassle is getting the perfect one for your business. When you've made a compilation of must-haves, you can narrow down your options by comparing them to the help desk solutions illustrated above.