Adding a help desk app to your suite of business tools is a great step for any business. Not only can help desk apps improve your customer service abilities, but it can improve internal functions as well. However, once you decide that you want to use a help desk app, your work is just beginning. There are many options out there, and it’s sometimes hard to know which one is best for you. Below are the top 5 help desk apps currently on the market for you to consider.
#1 – Re:amaze
The first help desk app you should consider is Re:amaze. Re:amaze offers the core support features you’ll need, such as live chat and automatic responses, along with some extra features such as social media integration, satisfaction surveys, and automated workflows.
Some have reported that the Re:amaze interface is a little hard to get started with, but that hasn’t stopped this help desk software from receiving positive reviews overall. If this is your first help desk software, and you’re a little unsure about diving in with Re:amaze, you can dip your toe in the water with their 14-day free trial. After that their pricing options are – it’s just $20 per user per month on their basic plan, $40 for PRO plan and $60 for their PLUS plan. As with other help desk apps, the more you pay, the more features you have access to.
Re:amaze earned the trust of some major companies including Enervee, StackStorm, and FitTea. If your business is looking for help desk software that can handle all its needs, Re:amaze is likely a good solution.
#2 – FreshDesk
Next on our list is FreshDesk. FreshDesk is a great option if you’re primarily concerned with customer-facing needs. This app is easy to use and integrates with a host of other apps. Perhaps the best feature FreshDesk provides is gamification. Within FreshDesk your agents can see things like leaderboards, offering a fun incentive to compete with their fellow agents.
Another great thing about FreshDesk is the price. FreshDesk offers a free version, so you can try out the software first and see if you like it for as long as you’d like. If you want to get some more advanced features, however, this is when you’ll have to start paying. The more you spend, the more features you get. Besides the free plan, the cheapest plan starts at $15 per agent/month and go up to $109. There are several plan options in between, so you can choose one that best suits your needs.
Major companies turn to FreshDesk for their help desk needs, including Bridgestone. With FreshDesk, Bridgestone was able to have a single point tool that could handle support across multiple channels. They also found that the gamification tools helped to make their employees more efficient.
#3 – Gorgias
The third help desk app for you to consider is Gorgias. Gorgias differs from other apps on this list as it is specifically designed with Shopify stores in mind. With it, you can manage all your different support channels – such as email, live chat, and social media – all in one place. A customer can contact you on one channel, then switch over to another, and all their conversation history will be kept at one place.
Gorgias also differs in its pricing. Rather than charging per agent per month, like other help desk apps, Gorgias just charges a flat rate for the month that starts from $60/month. This means you can have an unlimited amount of agents using the software, all for the same price. This either makes it more affordable or more expensive, depending on how many agents you were planning on using. You can learn more about their pricing options here.
Over 1000 merchants are currently using Gorgias, and it has received very positive reviews. To read some of these reviews, you can check out the official Shopify page for Gorgias.
#4 – Zendesk Support
Next up, we have Zendesk Support. This is a popular help desk app, and it’s used by major companies such as Uber, Squarespace, Fossil, and Vimeo. The big selling point is better integration with your other departments. When you combine it with the other tools provided by Zendesk, you can focus more on customer experience rather than just ticket support. That being said, even if you just use Zendesk Support, you’ll still get plenty of great features, like ticket management.
If you’re a small business just looking for ticket support, then Zendesk support is a good option. If you’re looking for more advanced features, such as a Live Chat or Knowledge Base software, you’ll either want to use a different tool or upgrade to the Zendesk suite of tools.
There’s a wide range of pricing options for Zendesk support, so you should be able to find one that suits your business. The most basic plan starts at $5 per agent per month, with the most expensive going all the way up to $199 per agent per month. Like the other apps on this list, the more budget you have to spend on the tool, the more features you’ll get.
#5 – Zoho Desk
Finally, we have Zoho Desk. Zoho touts an impressive client list, from Sears to Mercedes-Benz to Intel. However, it’s likely better suited for smaller businesses. In fact, if you’re a small business on a tight budget, this may be the perfect option for you. Perhaps the biggest draw is that it offers a free plan for up to 3 users per month. On top of that, Zoho Desk is very easy to use, making it perfect for businesses who haven’t used a help desk app before.
In terms of drawbacks, the biggest is likely the lack of asset management. If you need to track either yours or your customer’s assets, then Zoho Desk doesn’t really have that ability. You’ll want to consider another option in this case.
Of all the apps on this list, Zoho Desk is the most affordable, with its free plan. But, if you want to extend beyond the free plan, pricing is still relatively affordable. Pricing plans at $12 and $25 per month per agent. It’s also easy to add additional accounts at any time, so you can start small, see if you like the app, then upgrade later on.
Choosing the Help Desk App That’s Right For You
When searching for a help desk app, your goal isn’t to necessarily find the best one – you want to find the best one for you. Every business has its own needs and budget, so the app that’s best for someone else may not be right for you. The above list is a good place to start, as it offers some of the best current options, and has something for every type of business.
Think about what your business needs, what you can afford, then explore the options above. You should find that one of these apps suits your needs, and soon enough you’ll have a great new tool for improving your business.