At all hours of the day, customer queries pour in from all directions. It might be difficult to keep organized if you don’t have the correct software. MyAlice was the top pick for most eCommerce owners. when we looked into the best helpdesk software on the market. It works with the majority of major support channels, is beginner-friendly without losing complex capabilities, and has a free-forever plan that lets you check it out for as long as you like.
The Best Helpdesk Software for eCommerce
MyAlice is the way to go if you’re searching for a simple method to keep track of all of your support requests in one location. It allows you to centralize customer care for your whole company by supporting live chat, email, phone, and social media inquiries. It’s also simple to use and won’t break the budget, with monthly rates beginning at only $15.
It also includes sophisticated collaboration and automation capabilities to help your team get more done in less time without having to hire additional people.
The 6 Best Helpdesk Software Options to Consider:
- MyAlice – Best helpdesk software for eCommerce store owners
- HubSpot – Best free customer service CRM software
- Freshservice – Best helpdesk software for IT support
- Agiloft – Best all-in-one customer service suite
- ManageEngine – Best for managed service providers
- Zendesk Support – Best helpdesk tool for small businesses
When It Makes Sense to Invest Into Helpdesk Software
Helpdesk software is an excellent method to organize your support activities if you provide customer assistance in any manner. However, it is not for everyone. When you’ve outgrown your current customer support system, it’s only logical to invest in a helpdesk software.
If you only get five or ten customer support requests each week, one person should be able to handle them through email or live chat. So it’s pointless to make changes—if something isn’t broken, don’t repair it.
But what happens when the number of requests each week rises to 50, 100, or 1,000? Managing this many inquiries through email or chat at scale is impractical while maintaining the high-quality standards you want.
That is why, as your company expands, helpdesk software becomes more important. It is preferable to invest as soon as things begin to pick up rather than waiting until it is too late.
You don’t want a backlog of unanswered customer support tickets to accumulate over time.
Many firms might benefit from internal helpdesk software as well. It may assist reduce IT response times, ensuring that your staff is never held up by technological issues.
The basic line is that you don’t need to modify anything if your present support system is workable. However, before your internal and external systems are entirely depleted, it’s vital to invest in the correct helpdesk software.
#1 – MyAlice — The Best Helpdesk Software for eCommerce Store Owners
MyAlice is our top recommendation for anybody looking for a cost-effective, easy-to-use omnichannel helpdesk solution that can handle even the most complicated customer care systems.
It’s a wise decision if you want to provide your clients nothing but the best, whether you’ve never used helpdesk software, are managing brand new support staff, beginning a new firm, or are suffering growing pains from email-only customer service.
Incoming inquiries are supported by chat, email, phone, and social media. You receive all the tools you need to consolidate communications in one location, no matter how you assist your clients.
As a result, you won’t have to switch between tools to handle client questions across channels.
In addition to enabling interactions, MyAlice excels at providing additional context for each one, allowing agents and salespeople to learn more about their clients without having to ask.
What used to require several minutes of back-and-forth engagement may now be gathered with a single look and kept for the next rep. MyAlice enables taking notes, sharing information from one person to the next, and centralizing client information in one spot simpler than before.
It also includes capabilities for creating knowledge bases, allowing consumers to assist themselves.
Your representatives and agents can get more done while providing high-quality service to the most essential part of your business: your clients, thanks to strong automation that minimizes repetitive chores.
MyAlice is delightfully simple but strong enough to operate as the command center for your complete customer care system, from call centers to 100% online support teams to field service teams.
It also has a number of additional featusres, such as:
- Customer Information
- Order History
- Product Interaction
- Order Management
- Customer Metrics
- Agent Metrics
- CSAT Reports
- Livechat Support
- Onboarding Support
- Dedicated CSM
- Inbox Management and many more
MyAlice is simple yet versatile enough to fulfill the demands of organizations in a variety of sectors, regardless of size or use cases.
Furthermore, they provide a variety of pricing options to accommodate the demands and budgets of various enterprises.
The following are examples of paid plans for ticketing, self-service, and reporting solutions:
$15 per month on Kickstarter
$50 per month for a start-up
$300 per month for a business.
Advanced features, such as AI-powered automation and field service management, are extra costs to consider.
Take MyAlice.Ai for a test drive now with a free trial!
#2 – HubSpot — The Best Free Customer Service CRM Software
HubSpot is a sales, marketing, operations, blogging, and customer care all-in-one CRM system. If you’re just starting started or on a low budget, the customer care center comes with a straightforward (and free) help desk solution.
It gives you everything you need to offer ticket assistance while also allowing you to use HubSpot’s powerful CRM platform. You may upgrade to premium levels as your business grows, giving you true endless scalability.
You may also develop a self-service knowledge base with the service hub so that clients can assist themselves. Although it takes some effort to set up, you’ll have fewer tickets, allowing you to spend more time resolving client concerns rather than answering the same questions again and over.
Basic live chat automation is included in the free tier. To answer typical inquiries and provide hands-free support, you may utilize prefabricated snippets and simple chat flows.
You’ll also get access to a number of useful customer service tools, such as:
- A group email so that anybody may get in and start responding to inquiries.
- Email snippets and templates (up to five each)
- Calling capabilities that are integrated
- Emailing a ticket and chatting with a ticket are both options.
- Bots for the creation of tickets
- Reporting basics
HubSpot’s free CRM is ideal for small organizations that are just getting started. The $50 per month Starter package is a feature-rich, cost-effective stepping stone for enterprise-grade enterprises between free functionality and premium customer care solutions.
With that in mind, HubSpot’s Professional Plan (beginning at $400 per month) is where the helpdesk and customer service capabilities really shine.
It comes with a long list of sophisticated features, such as robust automation, vast knowledgebase development tools, 1:1 video capabilities, bespoke reporting, and various ticket pipelines.
You also receive advanced versions of all the free tools, so you get the same functionality with additional features stacked on top when you’re ready. Don’t be put off by the $400 price tag; by the time you need to upgrade, you’ll have more than enough money to justify the expense.
Overall, HubSpot is a terrific option for organizations of all sizes. While the free features are useful, upgrading to a subscription plan will allow you to get the most out of your new helpdesk software.
Sign up for a free trial of HubSpot’s Service CRM to explore whether it’s appropriate for you.
#3 – Freshservice – The Best Helpdesk Software for IT Support
Freshservice is another Freshworks helpdesk application. It differs from Freshservice in that it was designed particularly for internal IT support staff.
It’s intended to assist your IT support staff in using automation to do more work in less time.
Users may automate processes and supplement internal support efforts with virtual agents and AI-powered replies to provide outstanding service with fewer agents.
Context and machine learning are used in AI-powered answers to offer customized responses and route tickets to the appropriate agents in real-time. As a consequence, your workers get assistance more quickly, while your support staff is free to concentrate on more important responsibilities.
It’s also designed to install and grow rapidly.
You and your team will get access to customer assistance 24 hours a day, 7 days a week, as well as free migration services and skilled onboarding to get up and running as quickly as possible.
Even on the beginning package, Freshservice contains a TON of features, including:
- Management of incidents
- Creating a knowledge foundation
- Portals for employee self-service
- Management of SLAs
- Task automation on a regular basis
There are three pricing levels to pick from, as well as a choice of add-ons to enhance your helpdesk capability when you’re ready.
The following plans are available for a fee:
- Starter – $19 per month for each agent
- Monthly growth – $49 per agent
- Pro – $89 per month for each agent
- Enterprise – $109 per month for each agent
As your IT support requirements evolve, each tier offers more sophisticated capabilities. Additionally, you may quickly add or delete agents from your administrator account dashboard.
To give Freshservice a try, sign up for a free 21-day trial now!
#4 – Agiloft — The Best Custom Service Desk Suite
When compared to other helpdesk software on the market today, Agiloft is a little different. The business is marketed as a contract lifecycle management enterprise solution.
They provide a variety of tools, including customer relationship management (CRM) for sales, legal teams, ITSM, workflow, and more. However, each solution includes a comprehensive service desk suite. Various features are included in the product package, including:
- Software for customer service
- Software for internal help desks
- RMA management
- IT ticketing
- ITIL and ITSM
- Asset administration
- Change management is a term used to describe the process
As you can see, the Agiloft product set is suitable for both internal and external usage at every point of the contract lifecycle.
2.5 million people trust the software all across the globe. However, it’s actually exclusively designed for high-end items and services. Agilsoft will be too much for novice users and small teams.
Let’s take a deeper look at Agiloft’s service desk pricing:
- Professional — $45 per license, each month
- Professional Extended — $65 per month for each license
- Enterprise — $75 per month per license
The pricing is all based on a year-to-year agreement. It’s also worth mentioning that plans need at least five users, which raises the price.
Agiloft cost is the same whether you desire a cloud-based solution or an in-house setup. To get started, sign up for a free trial or request a bespoke quote and personal demo.
#5 – ManageEngine — Best Helpdesk Software For Managed Service Providers
ManageEngine is a helpdesk service used by over 100,000 enterprises. Dell, Disney, ABC, Honda, Xerox, and other worldwide companies rely on it.
The ServiceDesk Plus MSP solution from ManageEngine is an all-in-one ITSM system tailored to managed service providers.
It comes with everything you’ll need to manage client accounts, keep data separate from one customer to the next, manage assets, and remotely operate the equipment.
The greatest thing is that it takes less than two minutes to download and install on Windows devices.
Consequently, despite its complex powers and features, it is simple to implement, understand, and use on a daily basis.
Even the basic package comes with everything you need to take charge of your helpdesk solution, including:
- Management of accounts
- Management of incidents
- Creating a knowledge foundation
- Employee self-service portals
- Billing that is automated
- Integrations with QuickBooks
Field service management capabilities are one of the newest additions, allowing you to quickly plan and track field service workers as they move from one project to the next.
Agents may also use the built-in time tracker to keep track of their time.
You may then quickly charge that time to the appropriate customers and have it synced with your accounting software.
ManageEngine’s pricing isn’t published online. Request a free demo and quotation from their staff.
#6 – Zendesk Support — The Best For Small Business
Zendesk Support is ideal for any organization that needs a straightforward helpdesk solution. It’s a great choice for small companies looking to improve their customer service.
Zendesk Support enables you to monitor and handle customer support tickets through email, mobile, social media, and online requests for as little as $19 per month per agent.
While Zendesk Support is ready to use out of the box, you may still configure it to fit your business’s requirements. Add flexibility by creating custom processes or integrating third-party applications and integrations. When you’re ready, you may pay an additional price to add more support options.
Set up automated ticket answers, see client histories, and provide help across your customers’ chosen channels
Zendesk support may be restrictive for certain firms, but it’s a cost-effective option for smaller enterprises.
Zendesk, on the other hand, provides features to support the demands of developing customer care teams. Other Zendesk products, such as Chat (live chat and messaging), Talk (call center software), and Guide, are included in the Zendesk Support Suite (knowledge base and self-service tool).
This product suite provides everything your small company needs to handle support requests at scale, from every channel, starting at $49 per agent per month.
Methodology For Choosing The Best Helpdesk Software
Various helpdesk solutions are available on the market. If you don’t know what to look for, finding the best software for your company can be difficult.
This is the process we utilized to choose the best solutions from our list. When looking for helpdesk software, I’ll discuss which criteria are most important to consider.
Ticketing
The first thing you should look for is ticket assistance. By incorporating ticketing into your support process, your customer care professionals will be able to handle problems on a large scale.
Look for a system that allows you to sell tickets via a variety of channels, such as your website, live chat, email, phone, and social media. Features such as automated ticket generation and automatic ticket routing are included in the top helpdesk software.
It guarantees that the issue is handled as fast as possible by directing requests to the appropriate team member or department.
Internal vs. External Support
What is the purpose of your search for helpdesk software? Are you attempting to improve your customer service? Or are you attempting to centralize staff assistance in-house?
Not every solution satisfies both criteria.
Internal help desk software for IT teams and ITSM is often built for bigger companies. These systems provide ticket assistance for things like facilities requests and even HR self-service capabilities, in addition to offering help for internal software or hardware.
Any of those capabilities are unnecessary for a small firm that just wishes to assist consumers in promptly resolving concerns.
Features
When looking for a helpdesk solution, there are a number of things to consider in addition to simple ticketing. The following are some common characteristics:
- Support for the knowledge base
- Routing and escalation of tickets
- Dashboards for teams that are unique
- Support rules that are automated
- Integration with APIs
- Support across all channels
- Workflows that are unique
- Management of clients
- Ticketing for field service
Some software, such as ITIL and ITSM for corporate contract lifecycle management, will contain sophisticated functionality or extremely use-case specialized tools.
Price
The cost of MyAlice software is usually calculated in months. In certain circumstances, you’ll have to pay for a year contract in advance.
With a service like Zendesk Support, the beginning fees for helpdesk software start as low as $5 per agent per month. Other companies charge upwards of $100 per agent. Other options beginning at $400 per month have also been observed.
You’ll need to request a tailored quotation for most business software and complicated help desk solutions.
Before you sign a long-term contract, take advantage of a free trial and demo. This is the most effective technique to figure out which helpdesk software is suitable for you.
Summary
The finest helpdesk software improves your whole process from start to end, whether it’s for customer assistance or internal support.
For most teams, MyAlice.ai and Hubspot are our top suggestions. They cover a lot of ground and won’t set you back too much financially.
There is no one-size-fits-all answer, though. Remember to consider the factors we discussed in our approach when selecting the proper helpdesk software for your company.
