According to a study by Microsoft, 96% of consumers worldwide say customer service plays a crucial role in their choice of and loyalty to a brand.
We all know customer service is important. Yet, so companies get it wrong – they aren’t efficient enough, they aren’t automated, and they didn’t see your Facebook message. The list goes on and on.
The companies that are really turning heads with their remarkable customer service are able to do so with the help of Help Desk Software.
What Is Help Desk Software Used For?
At its core, help desk software automates key functions to empower your support staff, usually through a ticketing system. That means, regardless of the channel your customer chooses for support (Facebook, email, Whatsapp, live chat, etc), their request is transformed into a digital ticket with all the vital information needed to process it.
What are the Standout Features to Look for?
- Ticket Management: Efficient creation, routing, and tracking of support tickets.
- Ticket Modification and Closure: Ability to modify and close tickets while maintaining a detailed record of closure.
- Data Sharing: Capability to share ticket data seamlessly with other integrated systems like Slack, Shopify, and others.
- Multichannel Ticket Reception: Ability to receive tickets through various channels, including chat, email, SMS, and social media.
Now, let’s look at our picks for the best help desk platforms in 2024:
- HubSpot Service Hub: Best for Growth-Minded Businesses
- Freshdesk: Best for Small-to-Mid-Sized Businesses
- Jira Service Management: Best for Enterprise Service Management
- Zendesk for Service: Best for Customer Experience
HubSpot Service Hub
HubSpot’s Service Hub is a cloud-based customer service platform that helps businesses manage their customer interactions and support requests. It’s designed to provide personalized, 24/7 service through flexible channels, such as email, phone, chat, and social media.
Service Hub connects all your customer service data and channels on one customer platform, so you can easily support, retain, and grow your customer base.
With Service Hub, you can gather important insights about your customers, track their interactions, and deliver personalized service experiences that keep them coming back for more. It helps you deepen your customer relationships and build a loyal customer base.
- Conversational tools
- Shared inbox
- Help desk automation
- Knowledge-base functionality
- Customer surveys
- Customer Portal
- And more
HubSpot offers a free plan with limited features for all of its products, including Service Hub. Paid plans add additional features and start at $18/month (Starter).
- $0/month USD (Free)
- $18/month USD (Starter)
- $450/month USD (Professional)
- $1,200/month USD (Enterprise)
Best for Growth-Minded Businesses – HubSpot Service Hub
HubSpot Service Hub stands out as our top choice for growth-oriented businesses because of its connection to the full HubSpot platform. That means beyond being a standalone service software, HubSpot Service Hub can be connected to a full suite of other essential business tools for marketing, sales, and more.
The synergy within the HubSpot ecosystem empowers businesses to create a truly customer-focused approach. With all of your data and information flowing through the same platform, it can enable next-level customer service to help your business grow. For example, imagine if your social media team could create a service ticket for a customer who posted on Facebook about a bad experience – which immediately triggers the support team to follow up. It’s all possible with the single source of truth that HubSpot provides.
Next on our list is Freshdesk, a customer-facing help desk solution designed specifically for small-to-mid-sized businesses (SMBs). Freshdesk is focused on efficiently resolving customer issues with minimal friction for both customers and service technicians. Some of its advanced features help set it apart from the competition.
- Team inbox
- SLA management
- Canned responses
- Linked tickets
- Multi-channel support
- Intelligent ticket assignment
- Event-triggered automation
- AI-powered chatbot
- And more
Freshdesk offers a free trial for up to 10 agents with limited features. Paid plans start at $15 and add additional features and functionality.
- $0/month USD (Free)
- $15/agent/month USD (Growth)
- $49/agent/month USD (Pro)
- $79/agent//month USD (Enterprise)
Best for Small-to-Mid-Sized Businesses
We like Freshdesk, the all-in-one help desk software to support the customer service needs of small businesses. As one of the market leaders, Freshdesk stands out for its scalability, intuitive interface, and powerful automation capabilities. Yet, with a free trial and four flexible pricing tiers, small businesses can access the tools they need to provide intuitive and contextual support across channels.
Jira Service Management
Jira Service Management, born from Atlassian’s initial help desk offering, caters to various needs, including IT operations, facilities management, and more. It stands out by integrating team messaging and AI-powered problem resolution.
- Service desk
- AI-powered virtual agent
- Reports and Metrics
- Dynamic Forms
- Dependency Mapping
- And more
Jira offers a free version for up to 3 agents with limited features. Paid plans start at $22.05/agent/month and add additional features and functionality.
- $0/month USD (Free)
- $22.05/agent/month USD (Standard)
- $49.35/agent/month USD (Premium)
Jira also offers an enterprise-level subscription, but you need to contact their sales team for pricing.
Best for Enterprise Service Management – Jira Service Management
Jira Service Management provides additional security and identity management (primarily single sign-on or SSO) features, which may be key differentiators for larger companies looking for a solution.
Zendesk for Service
Evolving from a basic help desk system, Zendesk for Service is now a comprehensive platform. It is particularly suitable for companies aiming to improve the overall customer experience.
Zendesk for Service includes social tie-ins that can turn questions and requests from social media platforms into tickets. This could be a much-needed feature for a company that deals with a large customer base.
With a marketplace containing more than 1,200 third-party apps and integrations, Zendesk has many options for customizations.
- Customizable user interface
- Reporting and query tooling
- AI and automation
- Help Center
- Large marketplace of apps and integrations
- And more
Zendesk offers a free trial for all of their plans. Paid plans start at $19/month and add additional features and functionality.
- $19/month USD (Support Team)
- $55/month USD (Support Professional)
- $49.35/agent/month USD (Support Enterprise)
Best for Customer Experience – Zendesk
With a flexible, easy-to-use platform, Zendesk is perfect for businesses that want to explore new ideas for customer experience and need the tools to do so.
As they say on their site, “From small businesses to enterprises, Zendesk gives organizations the ability to move quickly, focus on innovation, and scale their growth—all while providing an immersive customer experience that’s second to none.”
Just how important is customer service and support? Think about it in your own personal experience. Have you ever sworn off a restaurant because of bad service? Have you ever switched to a different company because of bad support? Of course, we all have.
Just the same – have you ever recommended a product because of the great experience you had? Yup, we all do that too!
That’s the benefit of good customer service. By delighting your customers, they not only continue to be your customers, but they may even refer more business too.
A customer support platform is an investment in your customer service. To choose the right one, it’s important to carefully consider your specific needs, scale of operations, and required features.
Here at Growth Spurt, we believe that great customer support is a piece of the bigger puzzle. That’s why we always recommend HubSpot Service Hub, built on HubSpot Free CRM, and paired with the other appropriate Hubs needed for your specific business (Marketing Hub, Sales Hub, CMS Hub, Commerce Hub, and Operations Hub). That setup will provide your business with a single source of truth for your data and a seamless and integrated approach to leveraging it across your entire business.
If you need any help along the way – just reach out.