As a start-up or small business one of the things you’ll need to get right is customer service. Good hiring and training processes can help you to ensure that you have customer centric workers, but in order to delight customers in a complex delivery and fulfillment environment you’ll need to supplement skill with performance enhancing customer service or helpdesk software.
But, which one should you choose?
You have probably heard of Zendesk and this is largely down to their legendary marketing practices, as they have over 300,000 social followers which dwarfs their competitor’s social media reach which tends to average around 50,000 social users. This means that the competition may be drowned out, even though there are plenty of Zendesk alternatives on the market.
Now, I wouldn’t put you off Zendesk, as it is without doubt one of the leading players in the market, and features in Capterra’s top 20 help-desk software tools, but competition is what drives great software production and here are some excellent alternatives.
1.Jitbit Helpdesk. Jitbit is a powerful and very easy-to-use helpdesk software tool that you’ll be able to use straight from the tin. The big appeal of Jitbit is it’s user-friendliness, and the ease with which users can access its powerful features and functionality, including help desk automation, team mailbox, advanced reporting, bulk actions, ticket merging, canned responses and much more.
Jitbit have many FTSE 100 and Fortune 500 clients, so you know it’s a best of breed system. But, even though they cater to enterprises, they also have a refreshingly personal approach which means they are also suited to small businesses. They are flexible too, offering a ‘hosted’ and ‘on premises’ version of their system. After signing up, this system can be operational within seconds and receiving client emails within minutes.
2.Freshdesk. This is a cloud-based customer service and help desk software tool that has been tried, tested and loved by 50,000 companies world-wide. It is feature-loaded, containing: ticketing, team inbox, service level agreements, mobile apps, canned responses, suggested solutions, bulk actions and scenario automations. They have 24 X 7 email support and 25 X 5 phone support, and so it’s a well supported software tool, and you’d expect nothing less from a customer service software producing company. It’s priced to sell, coming with a free version that allows you to have up to 3 agents a month, moving to $16 – $70 an agent per month thereafter, depending on what add-on services you adopt.
3.ManageEngine ServiceDesk Plus. Used by the likes of Vodafone, Dell and Honda, this one of the big hitters in the help desk world. It comes with both a cloud based and download-ready version and currently powers over 100, 000 IT help-desks. It comes in 3 version so suit your size of business and these are: Standard, Professional and Enterprise. Features include: incident management, service catalog, problem management, IT project management, CMDB, automatic ticket dispatch, help desk notifications, user survey, business rules, asset management and much more.
4.Atlassian.This simple help-desk tool, named, JIRA Service Desk has 15,000 users world-wide, including clients such as: twitter, cisco, vistaprint. JIRA is an ITIL ready service desk. Prices start at$10 a month for up to 3 agents
4.Uservoice. With over 100,000 companies using this, and with over 500,000 individual users, Uservoice is the one of the biggests players in the market-place for help-desk software. It comes with an award winning User Interface, humane canned responses, comprehensive knowledge base of answers, along with self-service which allows customers to find their own answers and which they have shown to reduce ticket volume by as much as 50%. Prices start at $15 per month per agent, going up to $85 per month per agent for all the bells and whistles.
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