The key prerequisite to robust customer support is effortless communication between end-users and support agents. Establishing a single point of contact with a reliable way to manage tickets is paramount to maintain decent productivity rates without compromising the quality of service. This task becomes increasingly difficult when the company keeps growing. At some point support team cannot handle requests efficiently without a centralized service desk software platform.
The market of help desk tools has much to offer for both SMBs and enterprises. However, implementation of such systems may prove to be costly and time-consuming, so poor initial choice can leave your company with an impaired layout for years. To help you navigate the digital support desk landscape, we present a review of five trustworthy means for customer service automation. While each of the following products is up for the job, some of them are be more likely to fit into your actual business model than others.
Bpm’online Service Desk
It is not by chance that this system occupies the topmost place in this review. With its comprehensive database management, powerful omnichannel communication capabilities and flawless ticket tracking system, Bpm’online Service Desk pushes customer care to the next level.
Routine tasks can be automated according to best universally recognized business practices, thus saving the efforts of customer support agents for personalized approach. Well-documented customizability options and a rich range of out-of-the-box integrations make it possible to tune the system specifically to your layout. As a result, the company gets a centralized contact center to facilitate interaction between end-users and IT technicians while service desk managers can monitor performance of the team through sophisticated reporting & analytics tools. To speed up resolution rates even further, this cloud-based platform features intuitive instruments for knowledge base enrichment, service portal management, internal collaboration and so forth.
Bpm’online is a feature-rich support desk platform characterized by unrivalled flexibility and comparatively affordable rating plans, which make it suitable for companies of any size. It is powerful enough to process intense flow of queries while giving hundreds of agents the ability to provide instantaneous customer support with no time wasted on routine procedures.
Salesforce Service Cloud
Salesforce is a long-established vendor of CRM products and professional business tools known for reliability and performance. Its Service Cloud application is not an exception. Powered by innovative algorithms, Salesforce help desk software provides an easy way for customer requests tracking and automation of repetitive tasks.
Being an extremely powerful system, Salesfors may be difficult to master, but when it’s done, the platform becomes a hub of all service desk operations. Wide communication capabilities combined with all-in-one place interface allows agents to supply customers with just the right tools to solve their problems, thus boosting case resolution rates and increasing customer satisfaction.
What is more, Salesforce has much to offer in terms of field service tools to route, delegate, facilitate and monitor performance of on-site agents, which makes the platform a good choice for geographically diverse companies.
Teamsupport is designed specifically for B2B support desk teams to help them organize their work in a time-efficient manner. The strongest point of Teamsupport is its ability to foster collaboration between different agents and departments. Instead of one-one-one problem solving tactics, Teamsupport encourages real time teamwork through its visual & intuitive ticket management system.
This platform excels in removing barriers between end-users and IT service desk agents by streamlining interaction and enabling detailed ticket tracking. As for implementation, the learning curve is notably unchallenging due to user-friendly interface, developed community forums and the product wiki.
On the downside, Teamsupport isn’t as flexible as its counterparts: compatibility with third-party products isn’t exactly stellar and users often have issues when it comes to customizing the dashboard and inbuilt reporting tools.
Kayako Service Desk
Now, Kayako is a somewhat less ambitious product as the previous three, but still a feasible option for optimizing the IT service desk team performance. Its ticket management is fairly powerful: it allows to prioritize tickets according to customizable rules, assign them to specific agents and view the history of interactions across multiple channels. Many processes can also be automated.
Like many other help desk software products, Kayako is built around a robust CRM capable of creating detailed user profiles essential for delivering service with a human touch. Kayako is also sufficiently scalable; it is possible to expand its functionality step by step as your business grows. To achieve further versatility, the vendor offers a service desk online variant and a desktop application to choose from.
Kayako has been around for more than 13 years and therefore has pioneered many features which are now considered standard. Unfortunately, in some aspects it lags behind the modern competitors ― some people might call its UI obsolete and cumbersome and ― among other things ― the application has been reported to have problems with handling e-mail attachments.
BMC Track-It Help Desk
As the name suggests, Track-it! is dedicated to tracking tasks an IT support team typically faces. This service desk software system includes several industry-specific tools uncommon on the market like modules for remote control, password reset, bar coding or asset management. The automation functional includes task assignment, prioritizing, notifications, reporting and many other handy features.
While the software may be a little slow to respond, it is valued for reliability. According to users, the system is unlikely to crash or lock-up, which is extremely important for those companies who prefer desktop applications to cloud-based services. The logic behind the product is quite transparent, making it easy to master, although the UI may seem outdated and cluttered at first and users generally agree that the reporting could be much better.
To sum up, Track-it! is a good example of a multifunctional help desk tool able to consolidate customer support activities within an IT-focused company. Its rating plans are affordable and tech support is very helpful ― and that is good because now and then particular issues still pop up.