Customer service software, also known as a help desk application, is a resource intended to provide customer support or to answer questions relating to the company's products or services.
Generally, help desk software automates the process of providing assistance, guiding clients to where the information they need can be found, and serves as a point of contact for users to gain assistance through other means, such as online informational pages, FAQs, instant messaging, chat, or email.
Modern help desks also serve as issue tracking systems, allowing the company to track and sort user requests, sometimes classifying issues by user, computer program, or other categories. Thus, while the immediate function of the help desk is to solve the customer's problem, either automatically or by later followup, the application also tracks the sorts of problems that users are having, aiding the company's quality control interests.
Help desks are often organized into various levels to handle different types of queries. At the first level, the help desk might refer the customer to the appropriate section in its knowledge base or FAQs. If the issue is not resolved by these means, it can be forwarded to another level with resources to handle problems that might require more than simple information, such as bug fixes or specific software needs.
Customer support automation usually involves the use of a knowledge base of known issues and their resolutions, allowing companies to offers services to their customers 24 hours a day, 7 days a week. Support automation software can be integrated with customer relationship management systems and network management systems, providing reports to management on the number and type of problems that were solved automatically, as well as areas still needing improvement.
Topics relating to customer support software, or help desk applications, by whatever name, are the focus of topics in this category.
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Specializing in the sale of business software for customer relationship management, email marketing, marketing automation, messaging, and other applications intended to manage customer contacts and sales, deliver targeted messages, convert more customers, and for automatic followups. Available by annual subscription via a SaaS model, there are four levels of service available. The prices and features for each is posted side-by-side, and a demo can be requested.
https://www.activecampaign.com/
Available as free and open-source software under the terms of the GNU General Public License, as well as through a proprietary version, Elastix is an integrated communications server application that includes IP-based PBX systems, email, IM, faxing, and collaboration functionality, including a web interface and capabilities for call center software. Also included are Elastix IP PBX servers, training and support services, as well as a community support forum.
https://www.elastix.org/
Designed to be simple yet powerful, Help Desk Software is available for free under the terms of the GNU General Public License. The application forces a company’s IT staff to handle help desk calls in a structured and consistent manner, allowing other IT staff to view the nature of the problem, preventing it from being lost in the shuffle. General information about help desk software, in general, is put forth, screenshots highlight some of the software’s features.
http://www.freehelpdesk.org/
Available as a SaaS model, with three monthly or annual subscription plan options, the help desk software features will vary according to the plan selected, but the software is designed to include support for ticket management, simple communication, automation, personalization, team collaboration, and analytics. Available features for each plan are listed and compared, side-by-side, with the prices for each. Each of its features is detailed, with screenshots.
https://www.helpdesk.com/
Originating in 2005, Hesk is offered free to individuals, businesses, educational institutions, government agencies, and anyone who needs help desk software. Available free, users may opt to purchase a license in order to remove the “Powered by” links and to support future development. Additionally, SysAid, which has partnered with Hesk and supported its development since 2011, offers a premium service desk and asset management solution.
https://www.hesk.com/
Issuetrak is a Virginia software company. Versions of its flagship product, Issuetrak, are available for manufacturing companies and school districts, and consists of flexible software for customer support, feedback management, change approval, quality assurance, and general issue tracking, it central purposes being to eliminate paper forms, ensure that feedback is tracked, involve the right decision-makers, respond to customers efficiently and promptly, and centralize documentation of issues.
https://www.issuetrak.com/
Laying claims to be the first company to introduce a full-featured online locator back in 1995, Know-Where continues to focus much of its resources on advancing the capabilities of its software for use on the web, as well as in wireless devices, and other applications, such as SMS text messaging, toll-free telephones, and app development, including custom solutions. Each of its standard products is highlighted. Headquartered in Agoura, California, contacts and a contact form are available.
http://www.know-where.com/
Originally known as Open-Source Ticket Request System, OTRS is a service management software suite that includes ticketing, workflow automation, and notification, as well as a wide range of customizable features, used for IT services, customer service, and corporate security help desks. Its product can be integrated seamlessly with several third-party applications. Steps for evaluation, customization, process consulting, customer service, and training are included.
https://otrs.com/
PTL was founded in 1995 and is registered in England, from where it develops and markets Support Centre, its help desk software and service desk solution, based on three-tier technology. The fully integrated call, customer, and inventory management system features a wide range of tools and functions for easy, fast, and efficient customer support. A full feature list is published to the site, along with screenshots, a support form, client success stories, and a free trial.
http://www.platinum-technology.co.uk/
Querybot is a knowledge base and interactive FAQ system that allows website visitors to ask questions in their own words and obtain accurate answers immediately. The hosted knowledge base software can be set up on any website easily, without a need to install software on the server, and acts as a customer-support frontline. When a question cannot be answered, the customer is invited to make contact by email, with a click of the mouse. A demo is available.
http://www.querybot.com/
QUIK Computing offers QUIK Hosting, a business chat service. For a monthly fee, a business can offer a live click to chat service to its online customers without having to invest in hardware, software, or infrastructure. The service is hosted in QUIK’s data centers, and company representatives can log in to the system from anywhere in the world to provide live services to customers using a desktop, tablet, or mobile web browser. All that is needed is a line of HTML code.
https://quik-j.com/
Previously specializing in customer relationship management (CRM), the company now offers software for customer interaction management (CIM), which is a term that refers to practices, strategies, and technologies that companies and individuals use to manage customer interactions, the goal being to improve the quality and productivity of these interactions. A page describes the concept, and the software itself is available by annual or monthly subscription.
https://www.relenta.com/
Headquartered in San Francisco, California, Salesforce has several other offices in the United States, Canada, Mexico, Latin America, the Caribbean, Europe, the Middle East, Africa, and the Asia Pacific. Its flagship product is a customer relationship management system that consists of an integrated CRM platform that integrates marketing, sales, commerce, and service. Product overviews and demos are available. Pricing and quotes may be obtained upon request.
https://www.salesforce.com/
Headquartered in the United Kingdom and New Zealand, Serio’s flagship product is SerioPlus, a SaaS IT service management software solution designed to provide client businesses with a high level of flexibility and customization. Its features include a unified service data view, incident management, service request management, problem management, change management, service level management, knowledge management, configurable actions, email features, and integration.
https://www.seriosoft.com/
The minority-owned business operates out of Las Vegas, Nevada, and Bangalore, India, offering integrated change management, help desk, and plant management software for businesses and organizations. The features of its software are listed and described, a free trial is available, and client testimonials and case studies are featured. Its change management and help desk software are available for a one-time license, and purchase comes with thirty days of free support.
http://www.slamsolutions.com/
Originally focused on integrated contact management, customer ticketing, asset, and defect tracking system, the company later added other modules, such as a business rules engine, a knowledge base module, email marketing, reputation management, and lead generation. Its software solutions are now available on a SaaS subscription model, providing complete implementation services to legacy systems and deploying CRM on a private cloud. Details are provided here.
https://soffront.com/
SolarWinds is a Texas-based software company that develops software for businesses to manage their networks, systems, and information technology infrastructure. Its Web Help Desk system offers automated ticketing management, centralized knowledge management, relational ticket associations, the ability to measure customer satisfaction, and native integration with Active Directory and LDAP. A free trial is available, and quotes may be obtained online.
https://www.webhelpdesk.com/
Velaro is a provider of live chat software designed to support the needs of enterprise customers, offering visitor monitoring, workflow and routing, performance management, reporting, and security, with a quick and easy setup, and built to integrate with CRM suites from Microsoft Dynamics, NetSuite, and Salesforce, as well as e-commerce platforms such as Magento. Its three levels of service are compared side-by-side, with monthly prices, paid annually.
https://velaro.com/
The web-based help desk software package is a Perl CGI script that installs on the user’s web server, enhancing the communication between the company and its customers. Compatible with any type of Linux, Unix, NT, 2000, 2003, and XP Pro web servers, as well as five different databases, MySQL, Microsoft SQL, Oracle, PostgreSQL, and flat file. Its features are listed, along with screenshots, demos, and a comparison chart comparing WonderDesk Standard and WonderDesk SQL.
http://www.wonderdesk.com/
