Self-Hosted Support Software

Every organization’s goal is to make its users and customers happy as it’ll determine its success. And as the size of the company increases, it becomes more important to manage the client base. Automation is an essential component of business efficiency, especially when handling high volume communications as it helps reduce the workload.

Therefore, a help desk is not only a software for receiving and responding to messages from customers, but it’s part of a larger management approach that matches sales with support to enable you to track the market sales better. However, finding the best helpdesk software can be a challenge considering the many options available in the market.

What is a Help Desk Software?

A help desk software is a software application designed for capturing, tracking, and maintaining online customer queries. It enables customers to raise their issues while giving the company chance to provide fixes.

Advantages of Help Desk Ticketing Software

With the help desk system, you will improve your business to customer relationships by work resolving their issues faster that’ll lead to an improvement of the company’s productivity.

The help desk ticketing software can handle many tasks, therefore, staff can attend to the more urgent tickets first.

Since it is customizable, businesses can modify them to suit their needs.

It comes with an auto-assign feature enabling the team to resolve the priority tickets first.

Disadvantages

• At times this software has a complex learning curve making it hard to learn how to use it.
• Some of these equipment comes with software lags that can lower its efficiency even after spending a large amount of money.

Top Self Hosted Support Software of 2020

ProProfs Help Desk

The ProProfs Help Desk is one of the top help desk software in the market with advanced features and intuitive UI that enables you to address various customer queries and problems on time. You can monitor every activity on the dashboard from the time the customer sends a ticket to the time it’s addressed.

And besides, you can also split complex tickets to smaller units and forward them to different departments for resolving. Monitoring agent performance is also easy with this platform, and you’ll get ideas on who provides the best customer satisfaction.

ProfProfs has very flexible pricing plans, and you will also enjoy a 15-day free trial. The pricing plans are:

• Forever Free (no charges)
• Team ($39 per month)
• Business ($79 per month)
• Enterprise ($399 per month)

All these pricing for these plans are in annual payments.

Benefits

• Gives you absolute control over ticket priority, assignment, and tracking.
• Ability to split complex tickets to smaller ones for assigning to relevant teams.
• Collaboration with support agents anywhere, anytime.
• Provides customer satisfaction.
• Enables you to monitor agent performance.

Zendesk

Zendesk is one of the most popular and functional help desk software for small businesses and large enterprises. It has a customer queries manager, and apart from managing customer tickets on a single dashboard, it enables you to monitor agent performance and ensure agent collaboration.

You can also include predefined responses to help you save time. This is because instead of taking the time to respond to each customer ticket, you can utilize this automation feature. And though it might seem challenging at first, the Zendesk dashboard comes with many features that are useful when monitoring the agent performance. You can also assign tickets to your agents from the dashboard. The downside to Zendesk is its plans are usually expensive, but it offers the best features such as web widgets and ticket assignment. The pricing for its plans per month are:

• Essential ($5)
• Team ($19)
• Professional ($49)
• Enterprise ($99)
• Elite ($199).

Benefits

• You can easily search the customer history on this platform easily.
• Some integrated surveys provided by the software teaches you more about customer satisfaction.
• Powerful integrations will assist you during the ticket management process.

Freshdesk

Freshdesk is one of the best help desk systems that is focused on agent collaboration. Besides, it also includes powerful integrations that’ll enable you to add any tool you need to improve the productivity of the customer care help service.

It also includes a team inbox for easy ticket collaboration. Therefore, you can set the status of each custom ticket to enable everyone to know when the ticket has been resolved. Besides, it allows you to receive automated notifications and remain updated on customer tickets. You can also assign some tickets to their relevant departments for resolving. Freshdesk comes with four pricing plans that are billed annually for the following monthly costs:

• 21-day free trial
• Sprout (Free)
• Blossom ($15 per month)
• Garden ($29 per month)
• Estate ($49 per month)
• Forest ($ 109 per month)

Benefits

• Collaboration with the team via a team inbox
• Develop a team to handle complicated customer issues

Kayako

If you are looking for self-support software with live chat support, ease of users, and promote personal conversations with customers, then choose Kayako software. It is used by top international companies such as Peugeot, Toshiba, FedEx, and General Electric. Some of the outstanding features include live chat support, automated responses for some common questions, and creation of multiple help centers with each having its unique content (commonly called Multiband) and support for SLAs. Besides, it also comes with a dashboard that enables you to track quality metrics such as customer satisfaction and craft custom reports.

Kayako’s has three plans that are billed annually:

• Inbox ($15 per month)
• Growth
• Enterprise

Benefits of Kayako

It’s easy to track each customers’ tickets and help with the relevant information

The software gives a detailed view of every customer’s interaction and its impact on your business.

Easy to use and helps you manage your customers.

Customer service has become an essential component in the business world, and many companies are spending enormous resources on AI-powered customer service tools. The software on our review is the best in 2020 and is ideal for various sizes and types of enterprise.

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