Bring all customer issues from email, chat, phone, or social media into Freshdesk. Keep customers happy by creating fast, personalized customer experiences across channels.
Learn more about multichannel support →
Save time by automating routine, time-consuming actions, including routing customer requests, following up, and gathering feedback. Answer questions in a click with canned responses.
Enable customers to find answers on their own by publishing an on-brand FAQ portal. Self-service can also go a long way in reducing the strain on your customer service team.
Track key metrics such as customer satisfaction score and average response time using customizable dashboards and reports to measure performance, increase accountability, and make better decisions.
A good customer service software is essential for retaining customers and growing your business. You need to offer timely, personalized assistance and the right software can set your business up for success without being a burden on your team or budget. Here are some major benefits of using customer service software tailored for SMB needs.
Choosing the best customer service software for a small business with evolving needs can be pretty daunting, especially when you’re flooded with niche solutions such as Happyfox, Gladly, or Hiver on one hand, and legacy solutions including Zendesk, Salesforce, and HubSpot on the other.
The issue with a customer service software that only helps you solve a specific problem is that it can’t be scaled as your business grows, while legacy solutions are expensive and unnecessarily complicated.
So, to help you choose the right customer service software for your business, we’ve built a checklist of features that you can use to evaluate different customer service ticketing systems:
Integrated view of channels
Intuitive ticket management
Workflow automations
Self-service capabilities
Reporting and analytics
Flexible, transparent pricing
Freshdesk helps business owners empower their teams to have meaningful conversations and deliver effortless customer support. It helps agents save time and reduce repetitive tasks. They can rapidly resolve customer inquiries with workforce automation and customer context from one unified platform.
Ticketing
Self-service
Automation
Customization and collaboration
Reporting and analytics
Knowledge base
Multichannel support
Customer information management
Integration with CRM, accounting, payment, e-commerce platforms, etc.
0$/ up to 10 agents
13$/agent/month, billed annually
Intuitive, industry-leading support for growing businesses
Help Scout provides an email-based customer support platform, a knowledge base tool, and an embeddable search widget for customer service professionals.
Shared inbox
Knowledge Base
Messages
Customer Management
Reporting
$ 20 per user per month
Intuitive, world-class support tools for growing teams
Helpdesk is a single ticketing system for better collaboration. Business leaders can optimize their agents' daily workflows and deliver swift support.
Ticket Management
Team Collaboration
Automation
Analytics
Personalization
For teams, pricing starts at $19 per agent per month and includes a ticketing system, a 60-day chat history, and more.
Happyfox is an all-in-one help desk ticketing system that provides faster and better support for your customers. Using Happyfox, you can manage customer conversations from multiple channels like email, social, chat & phone calls in an omnichannel help desk.
Ticketing System
Knowledge Base
Automation
Task Management
Canned responses
Mighty: $ 26 Per agent/mo. All plans require a minimum of 5 help desk agents
Hubspot's ticketing system keeps track of customer service requests in one shared inbox. CS leaders can organize their team tasks, prioritize incoming requests, and optimize for more effective service.
Customer service automation
Knowledge base
Customer feedback
Multiple ticket pipelines
Custom support from fields
A free plan is available for all users. Paid plans start at $45/month with access to additional automation tools and support for team members.
Kayako’s helpdesk software comes with powerful out-of-the-box functionality that makes it easy for customer service teams to begin managing requests and conversations through any channel.
Single view
Team collaboration
Live chat
Self-service
Internal help center and knowledge base
Custom forms for help center
$60 Per Agent, Per Month
Live agent helps agents save time by managing all customer messages in one app. They can keep track of all conversations, integrate their favorite tools, automate repetitive tasks and work as a team.
Ticketing system
Automated ticket distribution
Tickets export
Time tracking
The starter plan begins at $16 per agent per month when paid yearly.
Nextiva enables customer-facing teams to access all conversations in one place with phone, SMS, video, and email together with customer experience and productivity tools.
Shared management
Contact importing
Feedback gathering
Ticket routing
Nextiva starts at $18.95 per month for between 20-99 users. This is ideal for small businesses.
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