Web Based Helpdesk Application for Business

Nafa Lightyani

Web Based Helpdesk Application for Business
Web Based Helpdesk Application for Business

Rancakmedia.com – Web-based helpdesk application integrates all customer contacts from various channels in one panel. Halpdesk's online software dashboard automatically records and displays all customer feedback, comments, complaints and ideas in one location. Tracking all helpdesk activities is now much simpler.

What is meant by a web-based helpdesk application?

To track all customer issues, a web-based helpdesk application was developed. Until a solution is found and the customer is happy, all tickets will be tracked.

Web-based helpdesk applications start by automatically recording application interactions/tickets in a database as soon as they are submitted by the customer. Next, support staff will follow up on tickets through dialogue with customers.

This free helpdesk application comes with features that can provide insight into customer experience and generate ticket analysis reports. Data such as agent response times and customer service requests can be viewed in reports generated by online helpdesk software.

7 List of the Best Web-Based Helpdesk Applications

Below are 7 web-based helpdesk applications that you can use easily, including:

1. Qontak.com

To better serve customers, Qontak.com offers the most complete web-based helpdesk application available. As a result, the entire customer service staff can track tickets more easily and more consistently. Even Qontak.com's advanced capabilities are easy to customize and use to meet your company's needs.

Advantages:

  1. Get a 360o perspective of all customer data directly in CRM
  2. Monitor all KPI matrix development activities
  3. Sales pipeline visualization
  4. Build analytics with advanced automation technology
  5. Trigger automation to remind you at all stages of business
  6. Automated ticket helpdesk

Deficiency:

  1. Focus on market needs in Indonesia

Qontak.com features:

The features provided by Qontak.com are as follows:

  1. Customization: online helpdesks can be instantly customized to meet business needs
  2. Track KPIs: Track team performance using custom metrics to improve your sales or business operations
  3. Analytics Dashboard: Create specific analytics/reports that can be filtered by user, team, time frame and more
    Integration with WhatsApp and Omnichannel: Easily integrate WhatsApp, Line, Telegram, social media and more to record conversations instantly
  4. Agent routing: Capture conversations from remote marketing teams and customers with a powerful call center solution
  5. Document Automation: Upload Sheets or Word templates to Qontak and automate all documents directly and send them using Qontak to save time

2 HubSpot

HubSpot is an online helpdesk software that allows companies to register, handle, and monitor customer complaints on a single platform. HubSpot's functionality automatically generates tickets when customers complete a form, send an email, or live chat.

Advantages:

  1. Capture, record and track every ticket sequence
  2. View sales pipeline in an interactive dashboard
  3. CRM, Marketing & Sales all in one platform

Deficiency:

  1. Templates are difficult to change
  2. Limited reporting
  3. Additional technical support costs required

HubSpot Features:

HubSpot is supported by excellent features such as:

  1. Tickets: Log customer issues as manageable, prioritized tickets and track progress
  2. Automation Routing: automate customer service processes with ticket routing, escalations, and task creation
  3. Reporting: Provides built-in analytical reports that track the database
  4. Live chat: Have personal, contextual customer service conversations with customers in real time

3 Zendesk

Zendesk is an omnichannel connected online helpdesk software. This implies that all interactions from phone, live chat, email, social media, and other messaging applications are controlled on a single platform.

As a result, customers have a positive impression of your customers.

Advantages:

  1. Flexible, easy to apply and can be installed quickly
  2. Provides more than 20 analytical report and dashboard templates
  3. Enable customers to solve problems themselves through FAQ search, online community and 24-hour service portal

Deficiency

  1. There is no option to export data directly to JSON or CSV files
  2. Subscription fees are quite expensive
  3. Weak integration with WordPress

Helpdesk Features:

The features of the helpdesk application:

  1. Routing and Intelligence: Route tickets to the right agents based on their expertise so they can be implemented more efficiently
  2. Help Center: Make the most of agents and bots to provide customer service
  3. Messaging: Add live chat to your website and social media so customers can contact your business more conveniently
  4. Agent Workspace: With the right tools and data, agents can maintain relevant, private conversations
  5. Collaboration tools: Save agents time with collaboration tools that connect efficiently

4. Zoho Desktop

Zoho Desk is a cloud-based online helpdesk software that handles customer tickets. This online helpdesk software automatically turns Facebook or Twitter searches into tickets that can be easily monitored and handled.

You can add certain keywords to filter posts and messages on social media. This ticket will be forwarded to the relevant agent for faster follow-up.

Advantages:

  1. Manage tickets, identify trends, and collaborate effectively with the team
  2. Integration with social media such as Facebook and Twitter
  3. Leverage customer experience to help other independent customers

Deficiency:

  1. Tends to be too slow and takes a while to load pages
  2. The interface is difficult to use
  3. Technical support adds a lot

Zoho Desk Features:

The features provided by Zoho Desk are:

  1. Omnichannel: Manage customer conversations from multiple channels such as email, chat, phone, social media, and company website.
  2. Workflow Automation: Automating activities
  3. Platform: Connect Zoho Desk to other devices your team uses. You can even create your own helpdesk-based internal applications via the SDK.
  4. Self-Ser database, user community, and AI capabilities for websites, SaaS products, and mobile apps to help customers find answers quickly.
  5. AI: An intelligence named Zia will monitor all aspects of activity

5. Jira Service Desk

Customer service for Jira, a widely used business project management software. This online helpdesk software comes with various capabilities to provide customer service management solutions.

Jira Serinterface is a useful tool for solving problems efficiently. It also enables iterative work automation, views (SLAs), 350+ additions to the Atlassian Marketplace, and customer satisfaction surveys(CSAT).

Advantages:

  1. Automate repetitive tasks
  2. Integrates easily with Atlassian or other third-party tools
  3. Customers can create tickets, view other existing customers' experiences, add comments or remove attachments from the portal

Deficiency:

  1. Templates cannot be changed
  2. Databases are not integrated with each other
  3. No direct phone call integration

6. New table

Freshdesk online support helpdesk is cloud-based software that offers everything you need in one place.

To guarantee that all issues are handled promptly, this feature makes it possible to filter tickets according to certain criteria.

Advantages:

  1. Modern and easy to use
  2. Advanced workflow automation
  3. Easily integrates with other Freshdesk products
  4. Has many features to support customer service

Deficiency:

  1. Cannot be integrated with SMS and Instagram
  2. Limited automation features
  3. The supporting features are less innovative than the others
  4. Dashboards and analytics are only available in property and forest plans

7. Spices

A free helpdesk application, Spicework allows support teams to handle all aspects of customer service from one location.

This online helpdesk can also unite several of your companies in one main helpdesk. This makes it easier for you to manage a company. Benefits All Spicework goodies are available for free download.

Advantages:

  1. Does not require treatment
  2. Fast installation process
  3. Has unique features such as the ability to separate tickets and users

Deficiency:

  1. Limited features
  2. Doesn't have many integration options
  3. Not flexible
  4. Small storage space
  5. Lacks modern interface and design

Conclusion

That's the article about web-based helpdesk applications for business. After reading the article above, which application do you want to use? All the applications above have the same use, but have different advantages and disadvantages, use the applications above according to your abilities.

Also Read

Share:

Nafa Lightyani

I am a content writer for SEO, Technology, Finance, Travel, Cooking Recipes and others. I hope this can be useful for all my friends.