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Helpdesk

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SME Reviews 3
Introduction

When running a digital business, you will communicate with your customers through digital channels. This can be anything from social media to a live chat feature on your business. For small to medium-sized enterprises (SMEs) who are looking for platform that consolidates customer queries you need a customer support platform.

What is a Customer Support Platform?

A customer support platform serves as a centralised platform that lets companies manage customer enquiries, track interactions and provide timely and personalised support across multiple customer service channels such as voice, chatbots and self-service.

There are various customer relationship management (CRM) platforms that have ticketing as a feature. However, SMEs need to find a dedicated ticketing software provider to ensure comprehensive customer support. An ideal platform for small business is HelpDesk.

What is HelpDesk?

HelpDesk is a cloud-based ticketing and customer service software. It provides businesses with a centralised platform to manage, organise, and resolve customer inquiries, sales questions, and internal IT or HR requests.

What does HelpDesk Offer SMEs?

HelpDesk offers SMEs a centralised, artificial intelligence (AI)-powered customer service platform that consolidates inquiries from email, live chat, and social media into a single ticketing system. It helps small businesses scale their support operations without the enterprise overhead.

 

Main Features

Ticket management – Manage incoming emails, requests from web forms and any other sources from the HelpDesk dashboard. Using their tags functionality you can group tickets together based on specific filters and create custom ticket lists.

Automation – Automate repetitive tasks and optimise your response time. The software also lets you create automated workflows and canned responses to repetitive questions to speed up your response time.

Integration – HelpDesk allows you to integrate with apps to create the ultimate digital workspace. Some of the applications you can integrate with are LiveChat, Shopify, Zapier, HubSpot, GitHub, Jira, and Salesforce.

Analytics – Analyse reports to gain insights and make better decisions for your business. You can use the data to measure your performance and find trends. Get insights such as your response times, and spot peak times when you get more messages than usual. HelpDesk allows you to download reports or export your data to get an overview of your current results and historical data.

Personalisation – HelpDesk allows you to customise all the elements that are the touchpoints with your customer, including your email domain, agent signature to the email message template, or agent rating message. You can also add visual elements to your emails that highlight your brand identity.

AI Integration: Automate customer support operations and get a full understanding of cases without devoting time to in-depth analysis with HelpDesk’s AI.

Pricing

HelpDesk has three priced plans and offers a free 14-day trial for its Business plan.

Team Plan – $34 per user, billed monthly or $29 per user, billed annually. The Team plan features:

  • Paid users with admin or agent roles
  • 5 free viewers
  • 5 teams
  • 5 forwarding addresses
  • 5 reply addresses
  • One custom domain
  • 5 email templates
  • 5 active rules
  • 5 activated custom fields

Business Plan – $59 per user, billed monthly or $50 per user, billed annually. The Business plan features:

  • Paid users with admin or agent roles
  • 20 free viewers
  • 100 teams
  • 100 forwarding addresses
  • 100 reply addresses
  • 100 custom domains
  • 100 email templates
  • 50 active rules
  • 20 activated custom fields

Enterprise Plan – Custom pricing upon request. The Enterprise plan features everything on the business plan plus:

  • Dedicated account manager
  • Product training
  • Software engineer support
  • Security assistance
  • White label
  • Service level agreements (SLAs)
Pros and Cons

Pros

Strong automations and AI integration
Has a free trial
Low-cost

Cons

No local pricing
Can be pricey as businesses scale
FAQs

There’s no limit to the number of office agents that can jump into a ticket and give the necessary assistance.

Helpdesk allows customisation of ticket forms and workflows to suit your specific needs. This can include customising fields, ticket categories, and automation rules.

Yes, you can add or remove an agent account whenever you like.

Helpdesk offers integrations with various third-party applications, such as CRM software, accounting software, and communication platforms.

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