Market leaders in the helpdesk landscape
As customer service demands continue to evolve, and the companies continue to prioritise CX as their primary mode of differentiation, the need for an effective helpdesk is increasing.
Helpdesk technology provides companies with a centralised environment for managing support requests and tracking service tickets. These tools also come with valuable insights and information to help guide agents delivering various forms of support.
Today, the value of the helpdesk software market is rapidly accelerating towards a projected value of $21.8 billion by 2027. While there are a number of exceptional companies out there offering helpdesk solutions, some are having a greater impact on the landscape than others. Let’s explore some of the most innovative helpdesk vendors for 2022.
Zoho is one of the better-known companies in the world offering CX solutions and digital software. The Zoho landscape is home to a range of valuable tools, from project management solutions to team inboxes and analytics. Zoho Desk is the helpdesk solution from this company, used by more than 50,000 businesses worldwide. This convenient and streamlined platform has been recognized by the Gartner Magic Quadrant, and has some of the top ratings in the service market.
At the heart of Desk’s feature set is an omnichannel environment where companies can track crucial conversations with customers from a range of different platforms. There are also intuitive workflow automation options, for streamlining repetitive tasks, self-service tools, and powerful artificial intelligence features available too.
Similar to Zoho, Freshworks is a company with a wide portfolio of helpful software solutions on offer. Freshsales provides support for sales teams for context-driven revenue generation, while Freshmarketer helps with enhancing and automating advertising campaigns. Perhaps the best-known solution from the company is Freshdesk, an effortless omnichannel helpdesk.
Freshdesk aligns conversations across a range of channels, from WhatsApp to Facebook Messenger, and provides agents with end-to-end insights into customers at every stage of the purchasing journey. There are tools for automation, to reduce repetitive tasks, AI insights and analytics, and powerful self-service features, all bundled into the same landscape. You can even align Freshdesk with your own Freshdesk contact centre.
A world-class provider of customer support software, Intercom gives companies more ways to engage and delight their audience. Intercom describes itself as an “Engagement OS”. Here, employees can easily access aligned inboxes for support ticket management, create FAQ pages, and design self-service bots for their audience. Intercom also offers access to tools for building your own live messaging apps, and interactive product walkthroughs.
Built for companies hoping to give their customers a more informative service experience, Intercom makes it easier to guide your clients through the customer journey. You can even use the same ecosystem for onboarding your customers after they choose to purchase something for your brand.
Offering an all-in-one environment for sales, marketing, and service, HubSpot takes a granular approach to ensuring companies can get the CX tools they need. With this state-of-the-art technology, companies can mix and match the tools they want most to help them serve their customers. As part of the HubSpot “Service” hub, you can unlock a range of free tools, including help desk and ticketing software, as well as your own CRM.
HubSpot’s technology makes it quick, easy, and affordable to log, track, and organize your tickets in one convenient place. What’s more, with access to other tools for service and marketing, you can align your sales, service, and marketing teams like never before. The scalability of the platform makes it ideal for a range of growing brands.
Help Scout promises an easier way for companies to connect with and engage their target audience. With this state-of-the-art platform, you can manage all of your customer conversations in one powerful platform, without having to learn how to use new technology. The solution is already popular among companies like Honey and Trello.
Help Scout comes with everything you would expect from a fully-featured helpdesk platform, including a shared inbox environment for managing conversations, and in-app messaging capabilities. There’s a knowledgebase for keeping your team members informed, and collaboration tools to align the hybrid workplace. Plus, you can get behind-the-scenes insights into customer data.
Designed for companies who want to provide their customers with a more personalised and contextual customer service experience, Gladly assists companies in treating their customers like people. Used by some of the world’s top brands, the platform is excellent for minimising email backlogs and accelerating support for your most important customers.
The all-in-one environment is wonderfully easy to use, and comes with a range of tools spread across different communication channels. You can access voice, self service tools, and IVR solutions in the same place as you manage your service tickets. There’s also built-in in-app chat support and social support for more digital customers. You can even use the intelligent routing features to send the right customer request to the correct agent.
Advertising itself as the “Personal” alternative to help desk software, Front allows companies to manage live chat, emails, SMS text and more in a single collaborative hub. The easy-to-use ecosystem switches ticket numbers out for personal messages, so you can provide a more meaningful experience to your target audience. You also get a clear view of your customer throughout the customer journey, with convenient tracking from one touchpoint to the next.
One of Front’s most compelling features is its analytics hub, where you can measure individual and team performance, gather customer insights, and track response analytics. The technology even comes with an easy-to-use interface with automations to help you train and empower agents faster.
Designed for the mobile-first customer base, Helpshift is an app-first helpdesk solution for companies who do more via mobile. As customers spend more of their time away from the desktop, Helpshift makes it easier to connect with your clients wherever they are. Consumers get to chat with agents and send support requests on their terms, while agents get a unified environment for tracking everything in-office, or on the go.
There are even a handful of powerful automation tools built into Helpshift, to ensure you can streamline your customer service strategy. With an easy-to-use interface, and plenty of analytical reports to access, this app can help any business grow faster.