Managing your customer service relation with the right free softver za pomoć can be the do-or-die of building customer loyalty.
Today’s customers are extremely demanding and can be unforgiving. They want information and responses to their queries on the fly. They savor an interactive and responsive relationship between themselves and those with whom they do business.
Prema izvješću Forrestera, 53% of the adult US online shoppers are likely to skip out on their orders if they can’t get immediate answers to their queries while shopping.
Customer satisfaction is key, but never underestimate the benefits of equipping your staff with the right tools to execute their duties. Here are our top pick ticketing systems
FREE Help Desk Software & Ticketing Software1. LiveAgent
LiveAgent is a better, faster and more accurate help desk software because of its multichannel and live chat support. LiveAgent can help you achieve 2 important goals: Increase customer satisfaction and boost sales. LiveAgent simply integrates into your website and support channels without much complexity.
Značajke
- Social media integration like Viber & Instagram
- Universal Inbox that collects tickets from all channels into one place
- Hybrid ticket stream
- Praćenje vremena
- Departments to distribute ticket into separate agent departments
Prozodija
LiveAgent is a simple to use help desk support software that has advanced features to minimize workload and promote healthy customer-company relationships. Its hybrid channel stream solution centralizes ticketing into one space for faster resolution.
Cons
Not any particular to talk of but there is no option to download the software on your computer whether it is Windows or Mac. You have to use the SAAS version.
2. HelpSpot
HelpSpot is a simple yet unique and intuitive Web-Based help desk ticketing software for driving customer service efficiency for small and medium-sized businesses. The robust customer service solution provides an interactive work space and delivers on speed and accuracy. Available in two versions, cloud-based and on-premise.
Značajke
- Website widget,
- Batch operation, Automated workflows
- Upravljanje ulaznicama
- Custom branding, Integration
- Reporting, Knowledge management, Self-service
Prozodija
HelpSpot is a powerful application that supports high-level customizations; allows users to easily create unique portals; is configurable and can be customized. Businesses can store data on their own servers or in HelpSpot’s cloud.
Cons
Unable to postpone ticket.
Cost to Upgrade
HelpSpot offers a FREE 21 day trial and their Enterprise edition offers both free and paid versions. Cost for upgrading goes from $599. There are over 10 enterprises and each supports a set number of agents.
3. Faveo
Purpose-built for start-ups and SMEs, Faveo is an easy to install, web-based support ticket system with a knowledge base and a built-in search option.
Značajke
- IT upravljanje imovinom
- Upravljanje bazom znanja
- Upravljanje kartama
Prozodija
Faveo provides small businesses and SMEs with an A class ticket based support system that allows them to manage consumer queries to gain strategic insights and empower them to take those decisive decisions. The software is customizable and comes with easy to use step by step installation instructions. The responsive support team provides excellent service.
Cons
It is not a basic helpdesk system and therefore has a bit of learning curb
Cost to Upgrade
Faveo has four paid cloud versions and four paid self-hosted versions. Price range for the cloud versions are $50 to $418/month. The self-hosted versions on the other hand, offers a Freelance version for free trial while the paid versions start at $480 and goes up to $2516. The charges for the self-hosted versions are a one time payment for a perpetual license. Support via phone and email are included.
4. HelpDeskZ
HelpDeskZ is a free open source PHP based software which allows you to manage your site’s customer support via a web-based support ticket system. This help desk ticketing system boast a user-friendly interface, multi-language translation capabilities and ability to receive and respond to customer queries.
Značajke
- Email Integration,
- Customer DataBase
- Self Service Portal, Live chat system, Knowledge Base
- Alerts/Escalation, Automated Routing
- Contract Management, Ticket Management, SLA Management
Prozodija
HelpDeskZ is an efficient email service which delivers on seamless workflows. Users can automate workflows, keep abreast of negative ratings and promptly reach out to the reviewer so as to provide an overall better customer experience.
Cons
Limited in its ability to implement suggestions for improvement to customer service.
Cost to Upgrade
HelpDeskZ is totally FREE!
5. Free Help Desk Software: EngageBay
EngageBay is an integrated marketing, sales & support automation platform with free CRM. EngageBay’s HelpDesk software helps users to seamlessly track, prioritize, and solve customer support tickets in minutes from an integrated, easy-to-use interface.
Značajke
- Neograničeno Ulaznice
- Ticket Views
- Service Automation & Routing
- Izvještavanje
- Neograničene grupe
- Unaprijeđeni odgovori
- makronaredbe
- SLA
Prozodija
EngageBay is powerful, simple, and affordable. It also has a free plan. It offers loaded features such as support macros, ticket segmentation, routing and automation services, canned responses and detailed reporting. There is also a friend online support team with a 24/7 Live Rep.
Cons
The free plan has some limitations.
6. Free Help Desk Software: Raiseaticket
Raiseaticket is a robust, insightful free cloud-based help desk management software that delivers on the centralization of customer services in a single portal. It is used by a range of clients to include Government, Small Business, Technology, Enterprise, Aviation, Customer Care and Contact Centers.
Značajke
- Alerts / Escalation, Automated Routing
- Document Storage, Email Integration, Interaction
- Tracking, Multi-Channel Communication,
- Portal za samoposluživanje
- Service Level Agreement (SLA) Management, Ticket Management
Prozodija
Raiseaticket is versatile, easy to use, affordable and completely free. Supports up to 12,000 tickets per year. Responsive online support team with a 24/7 Live Rep.
Cons
The software presents few minor bugs and the templates could do with some upgrade.
Cost to upgrade
Raiseaticket is a 100% free cloud helpdesk SaaS.
7. Free Help Desk Software: SupportBee
Designed to deliver on collaborative customer support, this online ticketing system helps teams to organize, prioritize and collaborate on customer support emails. SupportBee is a complete ticketing system that allows the organization to scale the service according to their needs and without disrupting their operations.
Značajke
- Ticket Management, Real-time auto-refresh,
- Embeddable contact forms, Customer interaction history,
- Custom and premade KPI reports, Team collaboration
- HTML email rendering,
- Multiple email address support
Prozodija
SupportBee is an easy to use, feature-rich email support software solution. The learning curb for using the software is basically zero as it is very similar to Gmail. Very minimal time is required for set up and there is no per agent fee, making it a great collaborative tool.
Cons
Free plan offers only 1 email inbox.
Cost to Upgrade
SupportBee offers a 14 dnevno besplatno probno razdoblje and has two paid levels: Startup $13/user/month, and
Enterprise $17/user/month.
8. Free Help Desk Software: Zoho stol
Zoho Desk streamlines customer service for start-ups and provides technical support. Packages of the online ticketing system comprises best in class tools and a clean, easy to understand and easy to navigate interface.
It pulls all customer interactions from across multiple channels into its interface, allowing agents to seamlessly continue the conversation and assist customers.
Značajke
- Ticketing System and Call Center Software
- Social Support Software
- Agent Productivity, Knowledge Base and Forums
- Company-wide Collaboration and Help Desk Essentials
- Izvješćivanje i uvidi
Prozodija
The FREE version supports three users and offers a slew of basic features. The software is very intuitive, easy to use and highly customizable. Easy integration with Zoho CRM, effortless ticket tracking, transparency across the platform. Drives performance competition amongst agents. Available on mobile and tablet.
Cons
The downside to Zoho Desk is its lack of a chatbot like that found in Zoho Books.
Cost to Upgrade
Zoho Desk offers a 15-dnevno besplatno probno razdoblje, one FREE version and two paid versions: Professional and Enterprise. Upgrade cost between $12/agent/month to $25/agent/month.
9. Free Help Desk Software: LiveZilla
LiveZilla is a flexible help desk ticketing system that truly expands a company’s customer service capabilities by furnishing them with the requisite tools to take their Customer Support to the next level.
It allows for the Integration of customer communication activities into the company’s ticketing system, be it via Gateways such as live Chat, Emails, Twitter or Facebook.
Značajke
- Integracija e-pošte
- IT upravljanje imovinom
- Upravljanje bazom znanja
- Real-time Chat, Real Time Visitor Monitoring,
- Ticket Management, Online Customer Support
Prozodija
LiveZilla helps businesses increase their customer reach across geographical boundaries. It allows for fast, accurate, and secure communication between you and your clients. LiveZilla enables live visit with site visitors. All the company’s data remains on your server.
Cons
No Document storage and interaction tracking.
Cost to Upgrade
LiveZilla has two versions, LiveZilla One which is free and LiveZilla Pro which starts at 200€. Prices are in Euro and there are no recurring fees. You make a one time payment for a perpetual license and upgrade according to your needs by simply paying the difference between the packages.
10. Free Help Desk Software: Mojo Helpdesk
Mojo Helpdesk is a robust platform that maintains speed and does not bow under the pressure even with a huge volume of users. A product of Google, this super simple help desk software is ideal for among other things, customer support, IT requests and Maintenance request.
It is integrated with GSuite, and overall enables internal task tracking where all requests (internal or external) are centralized and channeled into a user-friendly web interface and assigned to agents.
Značajke
- Ticket and Case Management, Customizable SLA Management
- API Access, Canned responses
- Integration with Google Apps, Built-in Performance Tracking
- Izvještavanje u stvarnom vremenu
Prozodija
Mojo Helpdesk is fast, intuitive and very affordable. It integrates well with mail services such as Yahoo to track tickets, problems and queries through the help desk. Mojo Number and leader boards encourages competition among agents.
Cons
The app lacks integration, offers limited support for custom branding and has bare minimum reporting capabilities.
Cost to Upgrade
Mini Me, Mojo Helpdesk’s slobodan inačici supports three agents and allows for full ticket tracking. The three payment levels are: Pro $29/user/month, Enterprise $99/user/month, and Unlimited $399/user/month.
11. Free Help Desk Software: ProProfs služba za pomoć
ProProfs Help Desk, a simple, intuitive cloud-based ticketing system, was designed to improve customer experience through the efficient handling of customer support queries and requests.
Značajke
- Ticket management, Real-time Chat
- SLA Management, Automated Routing
- IT Asset Management, Knowledge Base Management
- Prilagodljivo brendiranje
- Email Integration, Multi-Channel Communication, Self Service Portal
Prozodija
Fast and effective ticket resolution due to ticket prioritization, internal commenting and canned responses. Collaborative teamwork, timely responses to customers with faster ticket resolution and improved agent performance.
Cons
There is no Network monitoring.
Cost to Upgrade
ProProfs Help Desk offers a 15-dnevno besplatno probno razdoblje and three paid versions: Team $39/month (annually), Business $79/month (annually), and Enterprise $399/month (annually).
12. Free Help Desk Software: SherpaDesk
SherpaDesk is a robust, cloud-hosted professional service automation (PSA) solution that focuses on what matters. With core business processes integrated into one solution, businesses can lend their attention to other vital areas. Suitable for small to medium sized business and personal service firms with techs in the field and for whom they need records of time and expenses.
Značajke
- Alerts / Escalation, Automated Routing
- Prilagodljivo brendiranje
- Email Integration, Interaction Tracking
- IT Asset Management, Knowledge Base Management, Ticket Management
- Real-time Chat, SLA Management
Prozodija
Purpose-built for IT pros, this help desk software greatly improves efficiency in core functions. Seamless project management, invoicing, time tracking, analytics, billing, and helpdesk ticketing. The result is far better service to clients. It is a scalable solution so personnel can be added to the team as needed.
Cons
Lacks in multi-channel communication.
Cost to Upgrade
Sherpadesk offers a slobodan inačici, Single Agent, and two paid version, Base Camp and High Camp. The first tech is free for both Single Agent and Base Camp and each additional is $39/month.
13. Free Help Desk Software: Deskero
Deskero is a simple, highly efficient cloud-based help desk ticketing software that brings order to customer care service. Its suite of intuitive tools enables the software to leverage all the various social media channels and integrate all customer requests and queries into a single platform.
Značajke
- Alerts / Escalation, Ticket Management
- Customizable Branding, Real-time Chat, Self Service Portal
- Streamlined workflows, Email Integration,
- Knowledge Base Management, Multi-Channel Communication,
- SLA Management, Analytics and Reports
Prozodija
Deskero is designed to help businesses get a better angle on their social media interaction with their clients, and to assimilate that social engagement into customer care.
Streamlining social media engagement through a simple, effective platform helps agents to avoid the chaos of trying to monitor several platforms and browser pages at the same time. This allows for better brand representation.
Cons
Email integration is difficult.
Cost to Upgrade
Deskero offers besplatno probno and four paid plans: Start, Grow, Business and Premium. The first agent for the Start plan is free and $4/agent thereafter. The other plans start at $9, $25 and $90/agent respectively.
Zaključak
In the same breath that your customers expect you to value their time and be responsive to them, you as a company expect your software vendor to be the same for you.
Take the time to not only identify your business needs and vet the mogućnosti softvera out there to find the perfect solution, but also pay attention to factors such as vendor responsiveness to customer support, the speed at which they add the features you request, their openness to feedback, reliability and their time of expertise in the field.
Which of these softwares would you elect to take your business to the next level? Let us know in the comments section below…
