Help desk software plays a crucial role in streamlining customer service operations, improving response times, and enhancing overall customer satisfaction.
With a wide range of options available, choosing the right help desk software for your SME can be a daunting task. In this article, we will explore the top help desk software solutions specifically tailored for SMEs, providing an overview of their features and pricing details.
Whether you’re looking for ticket management, live chat support, automation tools, or self-service capabilities, this edition of Tech Tuesday will help you make an informed decision to optimize your customer support operations while staying within your budget.
Zendesk
Zendesk is a popular help desk software that offers a range of features, including ticket management, live chat support, knowledge base management, and customer self-service portals. It provides a user-friendly interface and customisable workflows to streamline customer support operations.
Zendesk offers different pricing plans based on the features and level of support required. The plans include Essential ($5 per user/month), Team ($19 per user/month), Professional ($49 per user/month), and Enterprise (custom pricing). There is also a free trial available.
Freshdesk
Freshdesk is a comprehensive help desk solution designed for SMEs. It offers ticket management, multi-channel support, automation tools, collaboration features, and a self-service portal. It also integrates with various CRM and productivity tools.
Freshdesk offers multiple pricing plans, including Sprout (free for unlimited agents), Blossom ($15 per agent/month), Garden ($35 per agent/month), Estate ($49 per agent/month), and Forest ($99 per agent/month). Custom pricing is also available for larger teams.
Jira Service Management
Jira Service Management, developed by Atlassian, is a powerful help desk software that combines IT service management (ITSM) and customer service. It offers features like incident management, problem management, change management, and service request management.
Jira Service Management has pricing based on the number of agents. The plans start at $20 per agent/month and go up to $150 per agent/month. It offers a free trial and provides flexible pricing options for larger teams.
Help Scout
Help Scout is a simple yet effective help desk platform for SMEs. It provides shared inboxes for team collaboration, email management, automation workflows, reporting and analytics, and a knowledge base. It focuses on delivering personalised customer support experiences.
Help Scout offers three pricing plans: Standard ($20 per user/month), Plus ($35 per user/month), and Company (custom pricing). There is also a free trial available. Help Scout’s pricing is based on the number of users.
Freshservice
Freshservice is a cloud-based service desk software that offers IT service management capabilities along with customer support features. It includes ticketing, asset management, incident management, problem management, change management, and a self-service portal.
Freshservice has pricing plans based on the number of agents, including Blossom ($19 per agent/month), Garden ($49 per agent/month), Estate ($79 per agent/month), and Forest ($99 per agent/month). They also offer a free trial.
Zoho Desk
Zoho Desk is a versatile help desk software that caters to the needs of SMEs. It provides ticket management, automation, knowledge base management, live chat support, social media integration, and customer feedback management. Zoho Desk offers multiple pricing plans, starting with the Free plan for up to three users. The paid plans include Standard ($12 per user/month), Professional ($20 per user/month), and Enterprise ($35 per user/month). They also offer a free trial.
Kayako
Kayako is a customer service platform that offers help desk functionality, live chat support, and customer engagement features. It provides a unified inbox for handling customer inquiries, self-service options, and powerful automation capabilities. Kayako offers pricing plans based on the number of team members, starting at $15 per user/month for the Inbox plan and $30 per user/month for the Growth plan. They also provide custom pricing for larger teams.
TeamSupport
TeamSupport is a collaborative help desk software specifically designed for B2B customer support. It offers features like ticket management, customer database, product and inventory management, team collaboration, and reporting and analytics. TeamSupport offers pricing plans based on the number of users, starting at $50 per user/month for the Support Desk plan and $65 per user/month for the Enterprise plan. They offer a free trial and custom pricing options.
HubSpot Service Hub
HubSpot Service Hub is part of the HubSpot CRM suite and provides help desk functionality along with customer relationship management features. It offers ticketing, live chat, knowledge base, customer feedback, and automation tools. HubSpot Service Hub is available as part of the HubSpot CRM suite. The pricing for Service Hub starts at $45 per user/month, and they offer additional features and scaling options as part of the CRM suite.
SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based IT service management and help desk solution. It provides incident management, problem management, change management, asset management, and service catalog capabilities. SolarWinds Service Desk has pricing plans based on the number of agents, starting at $19 per agent/month for the ITSM plan and $39 per agent/month for the ITSM Pro plan. They also provide custom pricing for larger enterprises.
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