Help desk software is a tool used to organize, manage, and respond to service-related requests from internal and external sources. Customer inquiries are typically submitted via multiple channels, including email, phone, or social media.
Customer service teams use help desk software tools to streamline support processes and provide analytics into customer engagement across all communication channels.
With so many Help desk software on the market today, however, choosing the right option for your needs can be difficult. To help, we analyzed dozens of the leading providers and selected the best Help desk software in 2023 based on pricing, ease of use, features, customer support and more.
Best & Most Used Help Desk Software In United Kingdom
Here are my top picks for the best Help Desk Software for United Kingdom Businesses, comparing each & uncovering the unique features each has to offer.
Let’s get started.
Learn More About Help Desk Software
What is Help Desk Software ?
Help desk software is a specialized tool or application used by organizations to manage and streamline their customer support and service operations.
It enables businesses to efficiently track, prioritize, and resolve customer inquiries, issues, or technical problems through various communication channels such as email, chat, phone, or web forms.
Help desk software typically includes features like ticket management, knowledge base integration, automation, reporting, and analytics, all designed to enhance customer satisfaction and support team productivity.
How does a Help Desk Software work ?
Help desk software works by centralizing customer inquiries and support requests into a unified system. When a customer contacts the help desk through various channels like email, chat, or phone, the software typically converts these interactions into support tickets.
These tickets are then assigned a unique identifier and categorized based on their nature and urgency. Support agents can access and manage these tickets, prioritize them, and track their progress through the software.
Automation features can help streamline common tasks, route tickets to the appropriate agents, and trigger responses based on predefined rules. Additionally, help desk software often includes knowledge base integration, allowing agents to access relevant information to assist customers more effectively.
Key Features of Help Desk Software
- Ticket Management: Centralized tracking and organization of customer inquiries and support requests in the form of tickets.
- Multi-Channel Support: Ability to handle customer queries from various communication channels such as email, chat, phone, and web forms.
- Automation: Automation of repetitive tasks, routing of tickets, and setting up predefined responses or workflows to streamline support processes.
- Knowledge Base Integration: Integration of a knowledge base with articles, FAQs, and solutions to help agents provide quick and accurate responses.
- Ticket Prioritization: Assignment of priorities to tickets based on their urgency or impact on customers.
- Reporting and Analytics: Generation of reports and analytics to measure support team performance, customer satisfaction, and identify areas for improvement.
- Customer Self-Service: Options for customers to find answers to common questions or resolve issues independently through self-service portals.
Benefits of using Help Desk Software
- Improved Customer Satisfaction: Quick and efficient resolution of customer issues leads to higher satisfaction levels and increased loyalty.
- Enhanced Productivity: Automation and streamlined processes reduce manual workloads for support agents, allowing them to focus on more complex tasks.
- Centralized Information: All customer interactions and support requests are stored in one place, making it easier to access historical data and provide consistent responses.
- Better Ticket Management: Efficient tracking and organization of support tickets help prioritize and manage workloads effectively.
- Faster Issue Resolution: Automation, knowledge bases, and collaboration tools help support agents resolve issues more rapidly.
- Data-Driven Insights: Reporting and analytics provide valuable insights to identify bottlenecks, trends, and areas for improvement in support operations.
Who Uses Help Desk Software ?
- Customer Support Teams: Customer support representatives and agents use help desk software to manage and respond to customer inquiries and issues efficiently.
- IT Departments: IT support teams use help desk software to handle and resolve technical problems, service requests, and IT-related issues for employees and systems.
- Sales and Marketing Teams: Sales and marketing teams may use help desk software to manage customer inquiries, track leads, and provide timely responses to prospects.
- Human Resources: HR departments utilize help desk software for employee support, handling HR-related inquiries, and managing requests such as leave applications.
- Facilities and Maintenance: Facilities management teams can use help desk software to track and manage maintenance requests, repairs, and facility-related issues.
- Legal and Compliance Teams: Legal and compliance professionals may use help desk software to manage and track legal inquiries, contract reviews, and compliance-related issues.
Trends of Help Desk Software
- AI and Automation: The integration of artificial intelligence (AI) and automation is a significant trend. AI-powered chatbots and virtual assistants can handle routine customer inquiries, freeing up human agents to focus on more complex issues.
- Self-Service Portals: Self-service options within help desk software are becoming more robust. Customers can find answers to common questions and troubleshoot issues independently, reducing the need for direct support.
- Omnichannel Support: Customers expect support across various communication channels. Modern help desk software offers seamless omnichannel support, including email, chat, social media, and phone.
- Machine Learning and Predictive Analytics: Machine learning algorithms are used to analyze data and predict trends, enabling proactive customer support and more accurate issue resolution.
- Knowledge Management: Enhanced knowledge management systems within help desk software help agents quickly access relevant information to assist customers. This reduces response times and improves accuracy.
- Integration Capabilities: Help desk software is increasingly integrating with other systems, such as CRM, e-commerce platforms, and project management tools, to provide a more comprehensive view of customer interactions.