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Help desk software that'll win your customers over
Profit from higher agent productivity levels and customer retention or (conversion) with our omnichannel help desk software. The price to value ratio is unmatched. With over 180 help desk features and over 40 integrations, our software is the perfect solution for businesses of all sizes and industries.
Streamline all communication channels and manage them from a single shared company inbox. Enjoy social media integrations, unlimited ticket browsing history, call recordings, hybrid ticket streams, and other productivity tools.
Discover advanced help desk software
IT help desk software by LiveAgent streamlines various communication channels into unified tickets.
LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.
Meet LiveAgent - the multi-channel communication platform
Give your team the right help desk tool to increase their productivity and spend less time with customer requests. With LiveAgent, your customers can reach you from anywhere. It doesn’t matter if your customers want to email, chat, call or contact you through social media. LiveAgent allows you to answer all their requests from one place.
Ticketing system
Is it difficult for you to keep track and respond to all your customer inquiries? Customers expect and demand quick customer service communication on multiple platforms. However, customer service management can become disorganized and chaotic when you do not have a quality system.
The ticketing system is a part of every quality help desk software. The ticketing feature inside LiveAgent gathers customer inquiries from multiple communication channels and organizes them into one universal inbox. Thus, you can receive all your emails, social media inquiries/mentions, calls, live chats, and more into one platform.
Agents would then be able to handle customer communication efficiently, preventing lost or unanswered communication. LiveAgent’s online ticketing system is user-friendly, which enables your agents to gain familiarity with it quickly.
Additionally, LiveAgent has developed an online ticketing system to enhance customer service automation even further. For instance, automated ticket distribution, SLAs, automation rules, and more. So, give the ticket management system a chance and provide professional customer service right away.
Live chat
The live chat feature can help you provide instant customer service to your clients or visitors. LiveAgent offers the fastest live chat service available, and there is no limit to the number of chat buttons you can use. Thus, you can provide support on URLs where visitors need your assistance.
Furthermore, LiveAgent’s live chat has a wide range of smart features. For instance, the Max queue length feature automatically stops showing the chat button once the customer queue becomes too long. Proactive chat invitations is another excellent feature, which can help your help desk staff communicate with visitors before they even request assistance. By providing help beforehand, you can convert your visitors into paying customers.
While we can boast about live chat features all day long, the accurate measure of success is the number of conversions it generates. Therefore, LiveAgent has developed a feature that enables your brand to measure the effectiveness of live chat in Google Analytics. Now it’s time to chat. So let’s get rolling.
Call center
A quality help desk platform also includes a call center since customers still want to contact agents via phone. Nowadays, help desk solutions offer more than a basic call center. LiveAgent’s call center has advanced features that enable you to improve the customer experience through the phone tremendously, such as internal calls, video calls, and call buttons.
Moreover, the system offers automation features to enhance customer conversations even more. For instance, IVR, Automatic callback, and Call routing can prevent long waiting times since the customers get routed to the correct department. However, if the line is busy, they can request an automatic callback.
These simple call center automation processes improve workflows while increasing customer satisfaction at the same time. Furthermore, since the call center is an integral part of help desk software, your customer service staff can also view customer data from the CRM integration option inside each ticket.
Overall, LiveAgent created the call center features to provide superior customer communication via phone, utilizing help desk automation features.
Knowledge base
A knowledge base is a repository of company-produced information used to assist their customers when their agents are unavailable. Self-service options have become increasingly popular among companies today, since almost 80% of customers prefer to use online resources to find information.
Knowledge bases are excellent for both internal and external purposes. For example, your business can create an internal knowledge base for employee onboarding, updates, or other vital company data. On the other hand, you can create a public knowledge base, so your business can function 24/7 without the need of hiring extra help desk staff.
In addition, LiveAgent also offers multi knowledge bases for companies that would like to differentiate content for multiple brands. Do not wait for your competitors to improve. Instead, create comprehensive how-to guides, manuals, troubleshooting steps, tool description articles, and watch your business improve customer satisfaction, retention, loyalty, and sales in no time.
Forum
A forum is another excellent self-service option. Your business can create LiveAgent’s forum for both internal and external purposes. A forum is where people can share their opinions, experiences, suggestions, and more regarding goods or services.
With an internal forum, your agents can resolve work-related issues effectively and efficiently. In a public forum, customers can solve their problems with the help of other customers.
Simply put, customers do not have to get in touch with a customer representative; they can post a question on the forum to find an answer. Sometimes there is already a forum about specific issues, where customers can just read the conversation and troubleshoot it themselves.
Overall, it is an excellent way to enhance your support right away.
Customer portal
A customer portal, or in other words, a self-service portal, is a great way to provide a seamless customer experience 24/7. LiveAgent’s customer portal allows your customers to log in and access/track their inquiries.
Therefore, they do not need to contact support again about the status of their ticket. Customers can also view ticket history and additional information about products/services, which are either in the form of Knowledge base articles or discussed in public forums.
Overall, the self-service portal allows you to create a community that helps each other by sharing tips and tricks, which improves customer satisfaction and brand loyalty.
Advanced features of help desk software to stay organized
LiveAgent offers simple features that have a huge impact on your overall’s team performance.
Automatically distribute your emails, chats and calls based on your predefinied rules or source. Read more…
Rules are set of triggers that are executed when conditions are set. Read more…
Empower your customers with automated callbacks to improve customer satisfaction and reduce customer effort. Read more…
Give your agents all the information they need to provide insightful and personalized service at every touchpoint. Read more…
Canned messages are predefined answers that will help you reply faster. Read more…
The best value for your money
LiveAgent is the most reviewed and #1 rated help desk software for small businesses in 2019 and 2020. Stay closer to your customers and help them faster with LiveAgent.
Ticket
For small businesses and professional marketers
Ticket+Chat
For medium-sized businesses and professional agencies
Mobile help desk application
Install native Android or iOS application to answer customer requests while you are away from the office desk. It doesn’t matter if you need to answer customer emails or calls, our mobile app lets you answer all requests.
Fully multilingual
Let your support agents and customers use their native language to feel confident in their communication. LiveAgent is translated in 40+ languages and additionally allows you to fully customize every special letter or letter accent in the application.
Social media integrations
Social media (SoMe) customer service is a necessity these days. LiveAgent offers the most popular social media integrations, so your business can swiftly engage with your social media audience without delays. For instance, you can connect to Facebook, Twitter, or Instagram through simple integration.
CRM integrations
LiveAgent works with multiple partners to allow customers the incorporation of a customer relationship management platform. By integrating CRM, your agents will be able to access customer data quickly and effectively. Thus, being able to solve each customer query efficiently and create long-lasting customer relationships simultaneously.
Features you need
LiveAgent offers the right portion of help desk software features including a ticketing management system with powerful automation, SLA, live chat, social networks and messaging, call center, IVR, contacts forms and a support center. More than 180+ help desk features are available at the moment and more than 40 integrations are included!
LiveAgent adapts to your business
LiveAgent as a help desk software quickly adapts to the needs of different business models. Discover how it can help your company with the customer support.
Industry Solutions
Ecommerce & Services
Travel & Accommodation
Marketing & Telco
Entertainment
Common reasons why companies are switching to help desk software
Is your company having the same issues as most of our customers who switched to our LiveAgent help desk software?
Late replies to your customers
Are you missing important deadlines and losing track of priorities in your inbox? Setup SLAs for high priority emails.
Impossible collaboration across emails
Is your colleague on vacation and you have to take over their responsibilities? A universal company inbox is the way to go.
No clue about your team's performance
Are you aware what’s happening in your team’s communication? Analyze all replies flowing through your company in one place.
Over 30,000 businesses can't be wrong
See our success stories and testimonials to find out how LiveAgent can boost your customer support and increase the happiness of your business partners.
What is help desk software?
Help desk software typically catches all your incoming communication from customers and transforms it into tickets for easier management. Your customers use all kinds of ways to reach out like email, phone, messengers or live chat so keeping all communication in one place helps your customer service agents understand the issue better, and answer faster.
Who uses help desk software?
Help desk software is for any company that wants stellar customer service. In general, specific industries use help desk software the most, such as the auto industry, the entertainment industry, the esports industry, the retail industry, the marketing industry, and the travel industry.
LiveAgent is a web-based help desk solution that virtually any industry can utilize as it was designed to benefit both customers and customer service representatives simultaneously.
The system tracks, reports and automates redundant agent tasks to make their workflow easy and more effective. Consequently, agents are able to provide quality customer service with minimal delay.
How can help desk software help your business?
Help desk software enables you to assist customers 24/7. How? Simply by creating an in-depth knowledge base. According to our research, almost 70% of customers prefer a self-service option. Self-service is fast, convenient, and can give your business an edge over your competitors.
Do not lose any more time switching between platforms to respond to customer inquiries. Make your agents and customers happy by connecting your email, live chat, phone calls, social media, and more in LiveAgent, and watch your customer interactions improve right away.
Always stay informed about agent performance to improve daily. The team performance data in LiveAgent can provide your business with actionable insights into your customer service. As a result, you can determine if additional training is needed or how to improve customer satisfaction.
One way to improve the customer experience is by reaching out to the customers throughout their browsing experience. Customer service software allows your customer service reps to reach out via proactive chat invitations. As a result, your agents can prevent a high bounce rate, improve the CX, and ultimately increase customer loyalty.
To create a stellar customer service experience, your agents need to be fast and efficient. However, dealing with repetitive tasks can consume a lot of their time. Automating tasks and creating email templates/canned messages through the ticketing system allows them to use their time for customers in need.
Help desk system allows your colleagues to collaborate in multiple ways. The customer service team can communicate right inside the customer support tickets and solve customer issues very quickly. Moreover, the customer service team can chat outside the help desk tickets too. Efficient teamwork will elevate your customer service to a professional level, which will result in happy customers.
Help desk software comparison
There’s quite a few help desk softwares out there, and picking the right one can be a challenge. That’s why we’ve made it easy to select the best help desk software for you. We’ve combined a simple user interface, advanced functionality, and fair pricing into one package at the price of an average dinner for 2.
All support channels under one roof
LiveAgent’s help desk software integrates with multiple communication channels and offers nearly 200 features.
A complete guide to the best help desk software
We all know that providing amazing customer service is a necessity. However, digital transformation walks hand-in-hand with higher demand for quick, efficient, and helpful support from businesses. The good news is that even in these hectic times, having a reliable help desk software platform will allow you to create the best experience for your customers. Research shows that 84% of companies trying to improve their customer experience see an increase in their revenue.
So, without further ado, let’s discuss how you can use it to operate a successful business.
How does help desk software work?
If you’ve ever reached out to a company, likely, you have already interacted with help desk software.
But how exactly does it work?
Although the intricate processes that go on behind the scenes may differ for various help desk software providers, their core remains the same.
When a customer contacts a business via email, live chat, social media message, or other communication channels, a help desk ticket is created. The ticket often includes information like the channel the interaction comes from, a message from the customer, SLA, customer information, and others, depending on the service desk software you are using and how you configure it.
Once the ticket is created, it is delivered to an inbox. From there, it is assigned to an agent that handles further communication with the customer and tries to resolve the issue to the best of their ability.
In case the first customer service rep can’t solve the problem at hand, the ticket can be escalated to another representative, department, or level that is better equipped to handle more complex issues. This process is referred to as an escalation path.
Challenges associated with help desk software
Although help desk management software is an amazing tool that allows you to support many customers all over the world, it also comes with some challenges. Let’s have a look at some of them and discuss possible solutions.
Low first contact resolution rate
Although it may seem like a simple performance metric, that is not the case. In contact centers, first contact resolution is an important indicator of customer satisfaction and whether their expectations are being fulfilled. There are many reasons why you may encounter this challenge, like insufficient agent training, an overwhelming amount of help desk requests, and others.
Solution: Make sure that your staff is sufficiently equipped to handle even more complex customer issues, study reports, and data to determine the best course of action, and develop an efficient escalation path.
Lack of self-service options
Even contact centers with a large number of agents who are properly trained can get overwhelmed by the number of preventable questions they receive.
Solution: Develop and then point customers to a reliable and informative self-service portal with a knowledge base. Be sure that your inbox isn’t flooded with questions that customers can easily answer themselves. Research shows that as much as 91% of responders would use a knowledge base if it was available and tailored to their needs.
Not using the right tools
All businesses are different. Therefore, they need different help desk software solutions encompassing different features.
Solution: Thoroughly research the software you want to use and make sure that it provides everything your company needs to succeed. Study all the reports and analytics you can get your hands on. It is said that knowledge is power, so be sure to understand all the ins and outs of your help desk software’s operations.
Outdated systems
Did you know that as much as 42% of agents can’t resolve customer inquiries due to outdated or disconnected systems?
Solution: Always stay on top of your game when it comes to patches, updates, and innovations.
Time-consuming repetitive tasks
Many problems can stem from this challenge alone. If your agents spend hours doing repetitive tasks, they are less engaged and less productive, and there is a higher chance that your contact center will experience a high agent turnover rate.
Solution: Use AI and automation features. Having said that, be careful with its implementation. You don’t want to lose that “human touch” that makes customer support a friendly and pleasant experience.
Types of help desk software
Service desk application solutions encompass varying features and functionalities tailored for a wide variety of clients.
Following are the most common types of help desk software solutions.
- Internal help desk software – allows internal users to quickly and efficiently track and resolve internal tickets and issues.
- External help desk software – a paying customer is supported by the vendor’s customer service teams.
- Web help desk software – with cloud-based help desk software all the information is stored on the host’s servers. It is usually paid via a subscription and the host usually provides tech support.
- On-premise help desk software – all the hardware is located on-premise and the customer is responsible for its smooth operation.
- Open-source software – is a type of software where anybody can access and alter its code without the need for permission from its producer. Usually, open-source solutions are either free of charge or funded by donations.
- Closed-source – is the opposite of an open-source model. It is protected by intellectual property and it isn’t available to the public.
Features of help desk software
When you’re searching for the best helpdesk software for your company, you will come across many popular features, options, and integrations various solutions have to offer. However, these are the 10 most important ones that you should first check off of any feature list.
- Contact channels – This is the way your customers contact you. These points of contact may include email support, live chat, call center, social media, community forums, and more.
- Ticket management – It is the core system that organizes customer support interactions and records them as tickets. Not only that but it also allows for further ticket tracking which can help investigate, resolve, and prevent any bottlenecks.
- Self-service portal – A self-service portal allows your customers to be independent. Did you know that as much as 66% of customers try to resolve their issues on their own before contacting customer support teams?
- Knowledge base – No efficient contact center exists without a knowledge base. This feature allows your customers to resolve their problems 24/7 without the need to have an agent present. Furthermore, an internal knowledge base is a crucial part of your agents’ day-to-day activities because it stores all the customer information, ticketing history, and much more.
- Intuitive user interface – Even the most robust and feature-rich help desk software will not do you any good if it’s difficult to use. An intuitive user interface is the bread-and-butter of smooth contact center operations.
- Reporting and analytics – Studying reports and analytics provide you with deeper insight into the operation of your contact center, and the business as a whole. Make sure that your help desk tool can provide you with sufficient information.
- SLA management – A smart help desk solution allows you to manage and uphold multiple service-level agreements at a time.
- Automation – Automating daily tasks is a must, mostly at large-scale companies with many clients.
- Dashboards – This feature allows agents to get a quick overview of the most important data upon logging in to the system. Contact center managers also use dashboards to monitor key metrics.
- Tags – Tagging your tickets and customer interactions is imperative if you want your contact center to run smoothly and efficiently. Tags not only help to categorize customer support tickets but also allow agents to quickly pull up customer information and better navigate large ticket volumes.
How to choose the best help desk software
First and foremost, we recommend writing a list of all the requirements you have for your new online help desk software.
If you can’t come up with all the needs of your contact center yourself, talk to your staff. They have insights into the daily operations of the contact center, so they’re the best source of information you can get when picking out the software they will ultimately end up working with.
To help you and your staff pick the best business software, below are some strategies to include in the decision-making.
Support
While nobody likes to think that something might go wrong, it’s important to keep in mind that having support readily available is crucial if you want everything to run smoothly. Nobody likes to wait for hours or even days for a reply from customer service teams, so make sure you research the quality of the vendor’s customer support before you make any final decisions.
Ability to scale up/down
Most business owners have their company growth at the top of their priority lists. However, don’t forget that your contact center must keep up. And with it, hand-in-hand, comes the ability to scale up or down the help desk software you’re using. When picking a help desk software solution you want to purchase, always check how easy it is to scale both ways.
Software limitations
No matter how amazing the software you use is, there are always some hick-ups and limitations along the way. Take your time to study the capabilities of the software you’re considering getting and decide which features you can and can’t live without.
Collaboration options
In a contact center environment, teamwork is the name of the game. Handling multiple issues at once, providing chat support while being on a call, and getting a social media mention is not a job for a lone wolf. Choose help desk software that allows your team to collaborate seamlessly. It will not only make their jobs easier but also improve the overall business productivity.
Integrations
Ensure that your help desk software can connect with different sites and applications. It not only makes your products and services more accessible but also provides an excellent unified customer experience across the board.
Top 15 providers of help desk software
LiveAgent
Best help desk software for small and mid-sized businesses that are looking to provide the best customer support to clients across the world.
LiveAgent is a help desk software solution with over 150 integrations and many advanced features. More than 40 000 customers rely on this software to provide excellent customer service to their clients.
Key features:
- Ticketing software
- CRM integration
- Live chat software
- Self-service portal & knowledge base
- Analytics and reporting
- Call center software
- Omnichannel communication
- Social media support software
- Automation options
Pros:
- Intuitive interface
- Reliable and helpful customer support
- Omnichannel experience
Cons:
- Outdated UI design
- Unable to log into two browsers with one account at the same time
- Tech support is available 24/7, but it is located in the EU
LiveAgent’s customers
Some of the most known customers of this software include industry giants like Huawei, Nascar, BMW, Slido, and Yamaha.
Pricing
You can use LiveAgent completely free of charge. However, if you’d like to experience its advanced features, you can choose from three pricing options, including $15, $29, and $49 a month.
If you want to give it a try, sign up for a 14-day free trial and get acquainted with the system.
Spiceworks
Best help desk software for businesses of all sizes that take their IT operations seriously.
Founded in 2006, this cloud-based help desk software is far from being a newbie in the field of customer support.
Key features:
- Ticketing
- Reporting and analytics
- Dashboard
- Self-service portal
- Incident management
Pros:
- Affordable
- Advanced incident management options
- Many configuration options
Cons:
- Adds in the app
- Occasional delays
- Ticket routing issues between departments
Pricing
You can use Spiceworks completely free of charge.
Detailed comparison
LiveAgent vs. Spiceworks comparison
Help Scout
Best help desk software for small and large businesses that strive to provide amazing customer service.
Help Scout is trusted by more than 12 000 companies across all industries. With its many integrations, your customers will never miss an opportunity to contact your business.
Key features:
- Ticketing
- Third-party integrations
- SLAs
- Self-service portal
- Multichannel communication
Pros:
- Reliable customer support
- Easy to set up and use
- Very responsive
Cons:
- Insufficient report customization
- Workflow automation is difficult to set up
- The user interface is a bit old-fashioned
Help Scout’s customers
Some of the companies that use Help Scout include OkCupid, Trello, and Honey.
Pricing
Help Scout offers a three-tiered subscription for their software including $20, $35, and $60 per user per month billed annually.
To try Help Scout’s features before committing to a paid plan, you can sign up for a 15-day free trial.
Detailed comparison
LiveAgent vs.Help Scout comparison
Zoho Desk
Best help desk software for mid-sized and large companies with high volumes of daily customer interactions.
More than 50 000 companies around the world use Zoho Desk’s help desk platform for their daily contact center activities.
Key features:
- Ticketing
- Customer relationship management tool (CRM)
- Customer complaint tracking
- Third-party integrations
- SLAs
Pros:
- Easy to customize
- Great user portal
- Easy SLA management
Cons:
- Lacks alerts when tickets are passed between departments
- The interface can be slow at times
- Scaling can be complicated
Zoho Desks’s customers
Zoho Desk’s customer base includes companies like Daimler, Land Rover, and Essilor.
Pricing
You can use Zoho Desk’s free version with its essential features. However, if you’d like to harness the full potential of this business software, you can choose from €14, €23, or €40 per agent per month pricing plans.
You can give it a try by signing up for a 15-day free trial.
Detailed comparison
LiveAgent vs. Zoho Desk comparison
Jira Service Management
Best help desk software for larger businesses in IT, development, operations, and more, looking to provide the best support.
Jira Service Management by Atlassian empowers dev, IT Ops, and other departments to collaborate seamlessly.
Key features:
- Ticketing
- Incident management
- Collaboration tools
- Real-time reporting
- Workflow management
Pros:
- Easy to integrate with many ITSM management tools
- Flexibility
- Great tracking abilities
Cons:
- Migrating changes from dev to production can be difficult
- Complicated UI
- Steep learning curve
Jira Service Management’s customers
Jira Service Management is widely used in businesses like Toast, Lucid Motors, and Solarisbank.
Pricing
Basic features Jira Service Management IT help desk software offers are available free of charge. To access more advanced options, you can go for their Standard $20 or Premium $40 per agent per month plans which are billed annually. They also offer an Enterprise plan for companies with more than 201 agents. It costs $128 000 a year.
To try it out before committing to a paid plan, you can sign up for a 7-day free trial.
Detailed comparison
LiveAgent vs. Jira Service Management comparison
Freshservice
Best help desk software for companies in financial services, education, and governmental organizations.
Freshservice is a service desk software that brings smart automation closer to their clients and helps them provide excellent customer service.
Key features:
- Ticket automation
- Incident management
- Collaboration tools
- Issue tracking
- Multi-channel support
Pros:
- User-friendly interface
- Workflows are easy to configure
- Easy to deploy and customize
Cons:
- Insufficient reporting
- Initial configuration can be a bit daunting
- Insufficient dashboard
Freshservice’s customers
Among companies that use Freshservice, you can find VICE Media, TaylorMade Golf, and Chargebee.
Pricing
To access Freshservice’s features you can subscribe to $15, $40, $75, or $95 per agent per month plans billed annually.
Before you decide on the best plan for your business, you can give Freshservice a try by signing up for their 21-day free plan.
Freshdesk
Best help desk software for all businesses trying to build long-lasting relationships with their customers.
With over 50 000 customers around the world, Freshdesk will not disappoint any customer-centric business.
Key features:
- Ticketing
- Live chat tool
- Call center management
- Collaboration tools
- Dashboard
Pros:
- Well-designed UI
- Automation options
- Reliable live chat feature
Cons:
- Tickets can get lost while transferring between teams
- Limited editing tools
- Insufficient reporting
Freshdesk’s customers
Some of Freshdesk’s loyal customers include Decathlon, Aramex, and Bridgestone.Pricing
If you have up to 10 agents, you can use this service desk support software free of charge. However, you can also opt for €15, €49, or €79 per agent per month subscription plans that are billed annually. If you’d like to test it out first, you can use their 21-day free trial.Detailed comparison
LiveAgent vs. Freshdesk comparisonZendesk
Best help desk software for growing companies that strive to provide amazing customer service.
More than 160 000 companies trust Zendesk to help close deals and take care of their clients.
Key features:
- Ticketing
- Multichannel communication
- CRM
- Dashboard
- Reporting
Pros:
- 100+ integrations
- Tickets are easy to track
- Great uptime
Cons:
- Difficult to communicate with customer support
- Dashboards are difficult to create
- Insufficient analytical tools
Zendesk’s customers
Among Zendesk’s satisfied customers you can find Polaris, Modsy, and BoxyCharm.Pricing
Their pricing plan starts at €19 per agent per month and continues with €49, and €99 options. All of them are billed annually. Before making a purchase, you can sign up for a 30-day free trial and get acquainted with this service desk platform.Detailed comparison
LiveAgent vs. Zendesk comparisonGorgias
Best help desk software for companies of all sizes in eCommerce and many other fields.
Gorgias helps more than 9000 companies increase their revenues and provide great customer experiences with their app specifically designed for Shopify.
Key features:
- Ticketing
- Third-party integrations
- Customer database
- Activity dashboard
- Multichannel communication
Pros:
- Social media integrations
- Easy to use
- The user interface is easy to configure
Cons:
- Difficult to customize
- Customer support is sometimes difficult to reach
- Lacks built-in spam control
Gorgias’s customers
Some of the brands that rely on Gorgias include Steve Madden, Bokksu, and Marine Layer.
Pricing
You can start using Gorgias’s service desk software by subscribing to one of their following plans: $50, $300, or $750 per ticket per month. If you’d like to get a custom pricing plan, you can reach out to Gorgias’s team.
Before committing to a paid version, you can try Gorgias by signing up for a free trial.
Detailed comparison
LiveAgent vs. Gorgias comparison
Salesforce Service Cloud
Best help desk software for businesses of all sizes across various fields.
Salesforce Service Cloud allows you to provide holistic customer service using AI and integrating popular support channels.
Key features:
- Ticketing
- AI
- Self-service portal
- Collaboration tools
- Multichannel communication
Pros:
- Automation options
- Easy to set up and use
- Many customization options
Cons:
- The platform can be slow at times
- Occasional downtime
- Storage limitations
Salesforce Service Cloud’s customers
Among Salesforce Service Cloud’s customers, you can find IBM, Mercedes-Benz, and NBCUniversal.
Pricing
Salesforce Service Cloud offers four pricing options including $25, $75, $150, and $300 per user per month billed annually.
If you’d like to try it out first, you can sign up for their 14-day free trial.
SysAid
Best help desk software for companies of all sizes spanning all industries.
Thanks to SysAid’s many automation options, their clients can manage each ticket and customer interaction with the attention it deserves.
Key features:
- Ticketing
- Automation
- Self-service portal
- Workflow configuration
- Reporting and analytics
Pros:
- Automation options
- Flexible design
- Customization options
Cons:
- Requires basic knowledge of HTML
- Insufficient chat console
- Steep learning curve
SysAid’s customers
SysAid is trusted by well-known companies including The Guardian, Bacardi, and Fuji Xerox.
Pricing
To learn about SysAid’s pricing, contact their team to get a plan that will fit your needs.
If you’d like to give it a try with no strings attached, you can sign up for a 30-day free trial.
Detailed comparison
LiveAgent vs. SysAid comparison
Hiver
Best help desk software for businesses that use Gmail or Google Apps for their customer support.
Hiver is an exceptional service desk platform built for Google Workspace. It helps more than 1500 companies seamlessly run their contact centers from inside Gmail.
Key features:
- Ticketing
- Workflow management
- Self-service portal
- Performance metrics
- Collaboration tools
Pros:
- Smooth integration with G Suite
- One convenient shared inbox
- Easy to use
Cons:
- The analytics tool isn’t always accurate
- Notifications can be laggy at times
- Filtering tickets can be tricky
Hiver’s customers
Hiver is trusted by many businesses like Course Hero, Upwork, and AppsFlyer.
Pricing
You can start using Hiver’s features and functionalities for $15, $39, or $59 per user per month.
Hiver also offers an option to try their help desk software for free if you sign up for a 7-day free trial.
Detailed comparison
LiveAgent vs. Hiver comparison
Front
Best help desk software for all the businesses that want to have greater operational efficiency.
Front is used by more than 7500 companies across all industries thanks to its amazing collaboration tools and workflow optimization options.
Key features:
- Ticketing
- Activity dashboard
- Self-service portal
- Reporting and analytics
- Collaboration tools
Pros:
- Internal messages within emails
- Great collaborative chat tools
- Advanced search functionality
Cons:
- Limited language options
- Notifications can be laggy at times
- UI can be laggy
Front’s customers
High-impact teams in various companies use Front, including Instructure, Culture Amp, and Morningside.
Pricing
You can choose from Front’s three pricing options including $19, $49, or $99 per person per month.
There is also an option to sign up for a 7-day free trial to test it out before making a purchase.
Detailed comparison
LiveAgent vs. Front comparison
HubSpot Service Hub
Best help desk software for companies across all industries determined to provide the best customer experience.
HubSpot Service Hub operates in more than 120 countries and serves more than 100 000 satisfied and happy customers.
Key features:
- Interaction tracking
- Multichannel communication
- Self-service portal
- Customizable reports
- Collaboration tools
Pros:
- Robust reporting options
- Easy to set up and use
- Customizable knowledge base
Cons:
- Limited ticketing options
- On a pricier side
- The free plan lacks access to tech support
HubSpot Service Hub’s customers
HubSpot Service Hub’s help desk platform boasts a large customer base including companies like SoundCloud, GoFundMe, and ResellerRatings.
Pricing
Some of HubSpot Service Hub’s tools are available for free. However, to fully experience the potential of this software, you can choose from three pricing plans including €41, €414, or €1104 per month.
Besides these options, you can sign up for a free trial to decide if it is the right technology investment for you.
Detailed comparison
LiveAgent vs. HubSpot Service Hub comparison
TeamSupport
Best help desk software for companies handling lower volume but higher complexity tickets.
This B2B-focused help desk software option helps its customers deliver the best customer care possible.
Key features:
- Ticketing
- SLAs
- Knowledge base
- Performance metrics
- Customizable branding
Pros:
- Intuitive UI
- Field customization
- Easy to set up
Cons:
- Unintuitive reporting functionality
- Sometimes can be laggy
- Difficult to manage large datasets in bulk
TeamSupport’s customers
Among companies using TeamSupport’s service desk platform, you can find Comcast, Teladoc Health, and Fujifilm.
Pricing
To start using this software, you can decide to go for one of the following subscription plans: $49, $69, or $119 per agent per month.
Detailed comparison
LiveAgent vs. TeamSupport comparison
What is the best help desk software?
We can agree that there are many options to choose from. Don’t worry, we’ve picked out the top 5 for you to compare.
- LiveAgent – With a Capterra rating of 4.7, this is the best option for all those who seek a help desk solution that is affordable and has a wide repertoire of features. Another reason why LiveAgent is the top help desk software for your business is that it helps increase conversions, drive sales, and create the best holistic customer experience no matter the industry you are in.
- Zendesk – Having a client base of more than 160 000 businesses and a 4.4 Capterra rating, Zendesk is an amazing opportunity for every company that is trying to build relationships with their customers through engagement and great customer support.
- Jira Service Management – Boasting a 4.4 rating on Capterra, Jira Service Management will make implementing the agile methodology in your company a piece of cake.
- TeamSupport – If you try to provide complex and customer-focused services, TeamSupport might be just the solution for you. With a Capterra rating of 4.5, you can rest assured that this help desk software option will not disappoint.
- Salesforce Service Cloud – Bringing AI and automation to your customer service operations has never been easier. Salesforce Service Cloud boasts a 4.5 rating on Capterra, so you know you’ll be investing in software of the best quality.
Top 5 help desk software compared
| Help Desk software | LiveAgent
Try the top help desk software for free! No credit card required.
|
Zendesk | Jira Service Management | TeamSupport | Salesforce Service Cloud |
|---|---|---|---|---|---|
| Capterra rating
Overall software ratings from verified users on Capterra.
|
4.7
(approx. 1k reviews)
|
4.4
(approx. 2k+ reviews)
|
4.4
(approx. 300+ reviews)
|
4.5
(approx. 800 reviews)
|
4.4
(approx. 500 reviews)
|
| Web-based |
|
|
|
|
|
| Free version |
LiveAgent offers free version.
|
Zendesk doesn't offer free version.
|
Jira Service Management offers free version.
|
TeamSupport doesn't offer free version.
|
Salesforce Service Cloud doesn't offer free version.
|
| Free trial |
LiveAgent offers free trial.
|
Zendesk offers free trial.
|
Jira Service Management offers free trial.
|
TeamSupport doesn't offer free trial.
|
Salesforce Service Cloud offers free trial.
|
| Starting price |
$15/agent/month
LiveAgent help desk software prices start at $15/agent/month.
|
$19/agent/month
Zendesk help desk software prices start at $19/agent/month.
|
$20/agent/month
Jira Service Management's help desk software prices start at $20/agent/month.
|
$49/agent/month
TeamSupport help desk software prices start at $49/agent/month.
|
$25/agent/month
Salesforce Service Cloud help desk software prices start at $25/agent/month.
|
Mistakes to avoid when buying a help desk software
- Insufficient staff training – You can invest in the best, most reliable feature-rich help desk software, if your team isn’t able to harness its full potential, it will not do you any good. Make sure that the customer service agents and other employees are properly trained and can interact with the software. You can do this by hiring a licensed coach, holding seminars, or even by studying and discussing available documentation.
- No needed features – Don’t hurry while picking out the software you want to purchase. Study the features it offers. Does it provide everything you need? Are there any limitations that are a deal-breaker for you? Ask questions and be critical before you buy. You don’t want to end up realizing down the line that your help desk software solution doesn’t have enough features for you to be successful.
- Not taking full advantage of the trial period – If the provider you decide to go with offers a trial period, use it to the max. Try everything you can, study the software, make mistakes and learn from them. That’s what the free trial period is about. See all the functionalities and powerful features but also point out the quirks the software inevitably comes with.
- Discount dealing – Let’s be honest, we all like it when we can bargain a good price. However, in a product so deeply ingrained in your day-to-day contact center activities, you need to be careful and pay attention to what is worth paying a higher price for.
- Not looking into the future – Operating a successful contact center is a marathon, not a sprint. Look into the future. Consider later expansion, make plans in advance, and based on those, decide on the online help desk software that does not only serve you now but can also be a valuable part of your business in the future.
What to ask on a demo call about help desk software and the company
Some of the most common questions asked on demo calls in regards to help desk software are:
- Why is your solution better than your competitors?
- What is the difference between you and others?
- How does your billing work?
- How many agents can I assign to a department?
- Can I create a custom agent role?
- Is there an option to have an agent on a different plan?
- How can I avoid cherry-picking?
- Where can I see agent statistics?
- Is there any limit on the number of connected email accounts?
- Can I merge a ticket?
- Can I split a ticket?
- Is it possible to postpone a ticket?
- How long are the data stored?
Implementation of help desk software
The implementation of LiveAgent’s help desk software can be generally done rather quickly.
Here are the steps you need to take to get everything up and running.
- Identify all communication channels that you want to use
- Outline which departments, statuses, and ticket flows you will need
- Book a demo call or consultation with the helpdesk software provider to understand how the tool can fit your use case
- Create a free trial account
- Add test agents
- Set up channels: connect emails, create chat button, connect VoIP number, etc.
- Set up a customer portal
- Set up automation for ticket categorization and routing
Conclusion
The best all-in-one help desk software
Although determining the best all-encompassing customer service software for each business is a bit tricky, the one you can rely on the most is LiveAgent help desk software. It not only offers a great amount of essential and advanced features, but it also has more than 150 integrations so you know that you can create a unified experience for your clients and boost customer retention.
The best help desk software with built-in ticketing, live chat, and call center
LiveAgent is a clear winner in this category. It offers a truly omnichannel experience with its amazing built-in ticketing software, the fastest chat widget on the market, and an amazing call center solution.
The best feature-rich help desk software
Different businesses have different requirements. However, LiveAgent online help desk software is the best based not only on quantity but also on the quality of its features. It will help you boost agent productivity while keeping the customer at the center of your business operations.
The best value for the price help desk software
Again, LiveAgent shines here. With its free-of-charge option, it is truly accessible to everybody, no matter whether you operate a small startup or a multinational company. You can even scale up or down based on your needs so you can be sure that you’re always getting exactly what you need.
The highest-rated help desk software
LiveAgent consistently boasts high ratings on sites like Capterra, TrustRadius, and G2. The community enjoys its wide range of features and integrations at an affordable price.
The easiest help desk software to set up & use, and integrate
If you’re looking for help desk software that is easy to set up, LiveAgent is the option for you. You don’t need to worry about involving your IT department, nor do you need to know how to code. This help desk solution is easily accessible to everybody including those who don’t consider themselves particularly tech-savvy.
Frequently asked questions
What is IT help desk?
An IT help desk is a dedicated department within a company or organization that helps answer technical questions of its users.
What is customer service help desk?
A customer service help desk is a software that helps customer service teams manage incoming requests and queries.
Are there any customer support processes that can be automated through help desk software?
Yes, there are. You can automate many tasks ranging from setting up canned responses to combining IVR with intelligent routing and AI-powered chatbots. Many different help desk software providers offer various levels of help desk automation, so you can decide which automation options will best suit your contact center and your business.
Are you able to support clients more effectively if you use help desk software?
Definitely yes. Nowadays, it is not sustainable for even smaller companies to not use some kind of help desk software. The days when one Excel sheet used to be able to hold all your customer information are long gone. If you’re not sure how robust and complex your help desk software solution should be, you can always sign up for a free trial, and test it out before making a purchase.
How does the IT help desk solution integrate with communication channels?
You can connect your help desk management software with different communication channels using a native integration, or via API integration.
How does help desk software measure customer satisfaction?
Help desk systems measure customer satisfaction data through feedback & suggestions features and analytics features. Feedback & suggestions come directly from the customers that provide helpful critiques, ideas for improvement, and tips for future updates or tweaks. Both agents and contact center managers can see analytics data which tells them how long it takes to solve tickets and how many have been solved. This data can reveal if agents provide adequate and timely support.
You Will Be in Good Hands!
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