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.
IT help desk software by LiveAgent streamlines various communication channels into unified tickets.
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.
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.
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.
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.
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.
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.
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.
LiveAgent offers simple features that have a huge impact on your overall’s team performance.
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.
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.
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 (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.
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.
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 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.
Is your company having the same issues as most of our customers who switched to our LiveAgent help desk software?
Are you missing important deadlines and losing track of priorities in your inbox? Setup SLAs for high priority emails.
Is your colleague on vacation and you have to take over their responsibilities? A universal company inbox is the way to go.
Are you aware what’s happening in your team’s communication? Analyze all replies flowing through your company in one place.
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.
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.
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.
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.
LiveAgent’s help desk software integrates with multiple communication channels and offers nearly 200 features.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Some of the most known customers of this software include industry giants like Huawei, Nascar, BMW, Slido, and Yamaha.
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.
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.
You can use Spiceworks completely free of charge.
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.
Some of the companies that use Help Scout include OkCupid, Trello, and Honey.
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.
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.
Zoho Desk’s customer base includes companies like Daimler, Land Rover, and Essilor.
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.
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.
Jira Service Management is widely used in businesses like Toast, Lucid Motors, and Solarisbank.
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.
LiveAgent vs. Jira Service Management comparison
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.
Among companies that use Freshservice, you can find VICE Media, TaylorMade Golf, and Chargebee.
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.
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.
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.
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.
Some of the brands that rely on Gorgias include Steve Madden, Bokksu, and Marine Layer.
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.
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.
Among Salesforce Service Cloud’s customers, you can find IBM, Mercedes-Benz, and NBCUniversal.
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.
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.
SysAid is trusted by well-known companies including The Guardian, Bacardi, and Fuji Xerox.
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.
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.
Hiver is trusted by many businesses like Course Hero, Upwork, and AppsFlyer.
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.
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.
High-impact teams in various companies use Front, including Instructure, Culture Amp, and Morningside.
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.
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.
HubSpot Service Hub’s help desk platform boasts a large customer base including companies like SoundCloud, GoFundMe, and ResellerRatings.
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.
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.
Among companies using TeamSupport’s service desk platform, you can find Comcast, Teladoc Health, and Fujifilm.
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.
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.
|Help Desk software||LiveAgent
Try the top help desk software for free! No credit card required.
|Zendesk||Jira Service Management||TeamSupport||Salesforce Service Cloud|
Overall software ratings from verified users on Capterra.
(approx. 1k reviews)
(approx. 2k+ reviews)
(approx. 300+ reviews)
(approx. 800 reviews)
(approx. 500 reviews)
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.
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.
$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.
Some of the most common questions asked on demo calls in regards to help desk software are:
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.
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.
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.
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.
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.
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.
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.
An IT help desk is a dedicated department within a company or organization that helps answer technical questions of its users.
A customer service help desk is a software that helps customer service teams manage incoming requests and queries.
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.
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.
You can connect your help desk management software with different communication channels using a native integration, or via API integration.
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.
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