Top 5 Automated Help Desk Software to Boost Agents’ Performance


Published: | By Nicole Brett

If you’re looking for a platform to streamline and automate your customer support operations, you've come to the right place.

With so many different platforms available, choosing the best-automated help desk and ticketing software for your company can be difficult. We understand how time-consuming it can be to go through various feature lists and thoroughly compare different platforms.

That’s why we've compiled a list of the best helpdesk systems that can be used to easily automate the majority of your support processes.

This guide will cover:

  • Benefits of a Help Desk Automation Platform
  • Top 5 Automated Help Desk Software
    • Helplama Helpdesk
    • Salesforce Service Cloud
    • Zendesk
    • Freshdesk
    • Zoho Desk

Benefits of a Help Desk Automation Platform

First, let’s go through some benefits and the key reasons for equipping your customer support team with an automated helpdesk system.

Reduces customer service costs

This one's a no-brainer. Automated workflows typically cost a fraction of a live agent to engage with customers. Let's face it: new employees are difficult to find, expensive to hire, and time-consuming to train. 

So, set up a helpdesk automation system that improves your workflow and frees up time for more complex, individual customer interactions.

Improve efficiency

Automation can help efficiently manage incoming calls and requests. Save time and effort by sorting and routing customer requests to the appropriate teams. 

Consider the benefits of being able to resolve issues the first time, rather than bouncing customers around to different people.

Centralizes information

60% of customers stopped doing business with a company after experiencing long wait times on the phone (source: Helplama). So, a service desk automation system can provide your support team with quick, detailed information on purchase and/or communication history.

Enhance customer experience at key touchpoints

Without automated tools, manually personalizing customer service requests across different touchpoints sounds simply painful.

An automated service desk can automatically collect incoming inquiries from various sources/ touchpoints and conveniently lay them all out for streamlined support.

24/7 support

Your agents can only work so many hours per day. If your team is unavailable, an automated system can take over and provide links to resources to answer questions. 

The goal is to reduce the number of customer requests that your agents have to deal with by providing instant responses around the clock.

Top 5 Automated Help Desk Software

Helplama Helpdesk

helplama homepageSource: helpdesk.helplama.com

Helplama's Helpdesk is the tool for you if you're looking for an all-in-one platform for improving customer service and quickly resolving issues. The helpdesk provides a unified platform for communicating with customers via their preferred channels, such as email, chat, social media, and so on.

Let’s take a look at some of the top features listed down below. 

Top Features:

  • Helplama integrates email support as well as AI-drafted emails. This can significantly reduce your email traffic as well as your team’s workload.
  • It is also one of the few helpdesks that come with an easy-to-use training module that will train and test your team members.
  • The helpdesk improves response time and productivity by providing AI-suggested responses based on previous tickets handled.
  • With a single click, you can integrate with e-commerce platforms such as Shopify, Magneto, and Woo-commerce, among others.

Limitations:

  • Automated agent training is available from the Pro plan

Pricing:

  • Standard plan- $99 3 users/ month
  • Pro plan- $199 3 users/ month
  • Enterprise plan- $399 3 users/ month
  • A 15-day free trial for each plan

Link to Helplama Helpdesk: https://helpdesk.helplama.com/home/

Salesforce Service Cloud

salesforce homepageSource: salesforce.com

You've probably heard of Salesforce Cloud before, as it is one of the most popular and highly rated customer service software/CRM solutions globally. 

Salesforce Cloud can serve as a hub for all of your customer service operations. You should definitely look into it because it is highly customizable and allows for the simple addition of custom automated workflows.

Top Features:

  • The Lightning Console centralizes all of the information your agents require to provide quick service. With this dashboard, your customer service team will have instant access to the customer's profile, purchasing history, and account information.
  • The work order management feature automates and manages various units of your support team to efficiently service customers.
  • For faster, more accurate service resolutions, advanced case management automatically routes inquiries to the appropriate team.

Limitations:

Salesforce can be extremely complicated at times, and setting up the platform can be challenging.

Pricing:

  • Essentials plan- $25 per user/ month
  • Professional plan- $75 per user/ month
  • Enterprise plan- $150 per user/ month
  • Unlimited plan- $300 per user/ month

Link to Salesforce Service Cloud: https://www.salesforce.com/in/products/service-cloud/overview/

Zendesk

zendesk dashboardSource: zendesk.com

It’ll be tough to find a helpdesk list out there without Zendesk mentioned on it. It is one of the most well-known and comprehensive help desk platforms on the market today. The automation features are simple and straightforward, allowing your team to get up and running quickly. It also works with a variety of third-party apps.

Top Features

  • To free up time for your agents, repetitive tasks such as closing inactive ticket alerts and notifying a manager of a new issue can be automated.
  • Zendesk includes an IVR system that recognizes keywords and either offers solutions or routes the call to one of your agents.
  • You can create an AI-powered chatbot that can answer customer questions, direct them to answers, or route them to the appropriate support channel.
  • You can also have a database of pre-written responses to the most common customer questions to increase agent productivity.

Limitations

There aren't enough tips or guidance readily available and specific for different automation triggers.

Pricing:

  • Team plan- $49 per user/ month
  • Growth plan- $79 per user/ month
  • Professional plan- $99 per user/ month
  • Enterprise-ready plan- $215 per user/ month

Link to Zendesk: https://www.zendesk.com/

Freshdesk

freshdesk dashboardSource: freshdesk.com

Freshdesk, a highly adaptable platform for handling client support requests, is next on the list.

If you are looking for an affordable cloud-based solution with various automation features to deliver excellent customer support, Freshdesk is a good way to go. 

Top Features:

  • Automatic ticket assignment - All new customer inquiries can be prioritized, organized, and assigned to the right agents with Freshdesk. 
  • The helpdesk increases efficiency by automatically scanning all of your tickets every hour to see if an update or alert is required.
  • Freshdesk's AI system interacts with customers via any channel 24/7 and delivers a relevant answer from the knowledge base.

Limitations:

Of course, Freshdesk's free plan includes a wide range of features; however, if you want to scale up, the costs can quickly add up.

Pricing:

  • Free
  • Growth plan- $15 per user/ month
  • Pro plan- $49 per user/ month
  • Enterprise plan- $79 per user/ month

Link to Freshdesk: https://freshdesk.com/

Zoho Desk

zoho desk dashboardSource: zoho.com/desk

Zoho Desk is a cloud-based help desk support software that provides your service agents with the automation tools they need to quickly answer your customers' questions. The best part is that you can improve agent productivity at scale, freeing up your team's time to focus on issues that truly require their attention.

Top Features:

  • You can use Zoho's ticket assignment to set criteria and create rules so that tickets are automatically assigned to the appropriate agents.
  • Workflow Rules allow you to automate the process of sending email alerts, assigning tasks, and updating specific fields of a record when a rule is triggered.
  • Customers can be notified of ticket updates, and your agents will be notified of customer responses automatically.

Limitations:

Zoho desk does not come with enough training material. Although the platform is user-friendly, there are insufficient resources for new users.

Pricing:

  • Free
  • Standard plan - $14 per user/ month
  • Professional plan- $23 per user/ month
  • Enterprise plan- $40 per user/ month

Link to ZohoDesk: https://www.zoho.com/desk/

Conclusion

It's important to note that there is no one-size-fits-all formula here; since each business has its own customer service requirements. That’s why, we've provided a general overview of these automation desks including their usage, pricing, features, and limitations. 

Choosing the right automation software for your customer support needs and learning how to integrate it into your team's strategy can make all the difference in your organization’s success.

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