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Affordable and customizable help desk software to provide a great customer service experience.
Most small businesses focus on building their brands by providing top-quality products or services and excellent customer experiences. However, manually managing customer support process is quite challenging in the modern world, especially for startups.
Let’s look at this, as a Customer Service Manager, you get to work in the morning and get tons of support emails waiting for your response. Where do you start from and how do you know which ones are urgent?
Categorizing and allocating them to the appropriate agents will definitely take time. Your support team might be overwhelmed with tasks and even experience burnouts. Customers are likely to get impatient or even churn. That’s where a help desk software for small businesses comes in.
Customer support operations are now performed automatically, in a streamlined and fast fashion. No more manually handling all customer concerns, you now have all company information in a central platform, repetitive tasks are a thing of the past, among others benefits.
In this blog, we will discuss why small businesses require help desk software, some of the best help desk solutions, and how to choose the perfect one. Let’s dive in.
Technology has certainly made work easier for most industries, including customer service. While shifting from personal customer service to a small business help desk software may seem challenging, the risk is worth the reward. Here’s why.
A report by LinkedIn has shown that investing in AI ticketing systems can increase agent productivity by prioritizing up to 20% of the tickets.
By using artificial intelligence (AI) to generate responses, and sentiment analysis, as well as providing agents with knowledge instantly, customer issues can be resolved promptly.
Support agents have become highly productive by automating repetitive tasks and assigning tickets to agents based on their abilities.
Lastly, the task management feature breaks down procedures into smaller steps, leading to faster ticket resolutions and more efficient agents.
The omnichannel support feature offers agents a centralized location for managing and resolving customer concerns across all communication channels.
Multilingual support reduces problems arising due to language barriers and makes support services more efficient. With these new opportunities, agents can easily reach out to customers without reducing the quality of customer service.
Elevate your customer service today with BoldDesk as your help desk companion!
Agents can easily collaborate with internal teams using a shared inbox, internal notes, @mentions, ticket sharing, ticket status, etc. This allows support agents to share knowledge among themselves for efficient ticket resolution.
Reporting and analytics features allow for data collection as well as tracking customer service KPIs (Key Performance Indicators). Some of the metrics include customer satisfaction scores (CSAT), first response time, and ticket volume.
The tracked metrics can be used to generate reports for data-driven decision-making and the provision of better customer experience.
Help desk security features such as roles and permissions, IP restrictions, password policies, and audit logs limit access of information to authorized agents only.
Additionally, support agents now have dedicated portals where to directly address customer concerns once a ticket is created. Each agent has a secure account protected by unique usernames and passwords.
These security measures ensure that only the assigned agent can access their account, safeguarding customer data and enhancing privacy.
Choosing the appropriate small business help desk software can be challenging when you are not aware of all the necessary information and factors to consider.
To ease the burden for you, check out these important factors that will help you decide.
The following summary table consists of the best small business help desk software in the market today, with their respective top features and pricing plans. Find the information you need and match it to your business requirements:
| Help desk software | Pricing | Free Trial | Features |
|---|---|---|---|
| BoldDesk | $12/agent/month | 15 days |
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| LiveAgent | Starts at $15 per agent/month | 14- or 30-days |
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| Help Scout | Starts at $22 per user/month | 15 days |
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| Kustomer | Starts at $89 per user/month | Unavailable |
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| ServiceNow | Customized | Upon request |
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| Spiceworks | Free | Free |
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| SupportBee | Starts at $13 per company mailbox/month | 14 days |
|
| Front | Starts at $19 per feat/month | 7 days |
|
| HappyFox | Starts at $39 per agent/month | Unavailable |
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| Jira Service Management | Starts at $17.65 per agent/month | Unavailable |
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| Hiver | Starts at $19 per user/month | 7 days |
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For any small business to thrive, it must know the right tools available to provide exceptional customer service.
Let’s have a look at these top help desk software for small businesses that you can use with ease:
BoldDesk is a leading modern help desk software for small businesses with simple yet powerful functionalities to manage and resolve customer concerns seamlessly. With numerous features, it aims to enhance the overall customer experience.
This is how it works:
To top it all, in the released G2 Summer Awards 2024, BoldDesk was recognized and awarded a leader badge in the small business help desk software category.
It clearly highlights BoldDesk’s dedication and commitment to serve small businesses and achieve their goals.
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Free trial: 15 days
Kustomer is another help desk mainly used as a customer engagement platform. With an omnichannel support system, they help businesses provide better customer experiences.
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ServiceNow is an ideal help desk software for small businesses, mainly used for managing IT services. It has advanced features that help small businesses that require a scalable and efficient tool specializing in IT Service Management (ITSM).
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Spiceworks is a cloud-based help desk software for small businesses with features to improve team collaboration, automatic ticket management, and optimize support operations.
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SupportBee is a help desk software for small businesses that improves customer support with its ticketing system and knowledge base software.
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Front is an AI-driven small business help desk software with many collaborations and interaction features that simplify communication between customers and support agents and enhance your support team’s workflow.
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HappyFox is a help desk software for small business that uses a ticketing system to manage customer concerns. Integrated with Microsoft Teams, agents can optimize their workflow and resolve customer concerns.
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Jira Service Management is your go-to small business help desk software with appropriate features for incident, asset, change, and request management.
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Hiver is a help desk that has been integrated with Gmail for email management.
It blends smoothly with Gmail’s interface, allowing support agents to communicate with clients through email.
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LiveAgent is another option to consider for your small business help desk software solutions. It comes equipped with different features that streamline customer support operations. One of its top features is that it has an extensive free plan.
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Help Scout is a help desk tool that values communication for any business. It offers a shared inbox to keep your support team organized.
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When selecting the best ticketing system for small businesses, make sure to base your decision on thorough research.
Consider factors such as available features, budget, and scalability. When searching for the best small business help desk software, ensure you choose a solution that fully addresses all your expectations.
With BoldDesk, you can rest assured of efficient customer service delivery, outstanding team productivity and collaboration, and high customer satisfaction scores.
Start a 15-day free trial or book a live demo to start your journey. For further inquiries on our support ticketing system for small business, BoldDesk, please contact our support team which is more than ready to help you every step of the way.
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