Customer Support Apps: Six Top Choices

A heaping handful of help desk and customer support apps to improve handling of customer queries and support tickets.


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Posted September 15, 2011

Jennifer Schiff

In an era in which cutting costs is more important than ever, a handful of good customer support and help desk apps can be a particularly worthwhile consideration.

Today, businesses looking for a software solution to help them track, manage and rapidly respond to customer queries that come in via phone, email, web forms and social media sites have many excellent choices. And while not every solution may be the best or right for your business, in a recent informal poll of business managers and IT professionals, Zendesk, Kayako, Assistly, UserVoice, Zoho Support and Freshdesk all received top marks. To find out which one is right for your customer support needs, we've provided a summary of each tool's top features, as well as a link to the company website, where you can see a demo and sign up for a free trial (and find out about pricing).

Zendesk, a popular cloud-based help desk software solution, likes to say it is easy to use, easy to scale, easy to integrate and easily improves customer management – and the customers Enterprise Apps Today heard from agreed. "We absolutely love Zendesk, the tool we use to manage our customer support," said Sander Daniels, co-founder of local services site Thumbtack.com, which receives more than 7,000 customer inquiries weekly. "We used to manage these customer inquiries through Gmail, but the burden of responding to each one of these customers individually became too much." So Daniels went in search of a better solution and found Zendesk.

Among his (and other customers') favorite features: all customer interactions are centralized in a single database; you can create "macro" responses to frequently asked questions; you can prioritize incoming messages according to their importance so you can answer the most important inquiries first; you can easily track the performance of customer service agents; and you can receive inbound and make outbound phone calls directly from the software.

Read the rest about customer support apps at Enterprise Apps Today.

Tags: enterprise software, help desk, customer relations management

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