8 Best Help Desk Software for Small Business 2021 (Compared)

Are you searching for the very best assist desk software program for your small business?

Utilizing assist desk software program might help you enhance your buyer help workflow, higher handle requests, and enhance your buyer relationships.

On this article, we’ve hand picked among the finest assist desk software program you should utilize alongside together with your WordPress web site. We’re utilizing these instruments throughout our numerous companies to assist ship an awesome buyer expertise.

Why Use Assist Desk Software program?

Assist desk software program makes it simple to handle buyer help requests to serve your prospects higher.

This results in happier prospects and improved buyer retention, which implies more cash for your small business over the long run.

Whenever you’re simply getting began on-line, it may be simple to handle your entire buyer help requests your self by means of your business email address.

However as your WordPress website continues to develop, it may be difficult to maintain up the identical high quality of buyer help.

Utilizing assist desk software program in your small business can elevate the standard of your buyer interactions and offer you a aggressive benefit in your area.

The very best assist desk software program:

  • Helps you scale your buyer help as your small business grows
  • Makes it simple to maintain observe of help requests throughout a number of channels
  • Permits you to create detailed buyer profiles and higher perceive your customers
  • Improves help response time and buyer relationships simply

That being stated, let’s check out among the finest assist desk software program you should utilize to assist your small business website develop.

1. Help Scout

Help Scout

Help Scout is likely one of the finest multi functional assist desk software program available in the market. It has practically each characteristic it’s worthwhile to streamline your assist desk and buyer help course of.

We use Assist Scout right here at WPBeginner and our other businesses for all of our electronic mail help wants.

It may possibly enable you handle your entire chat and electronic mail help requests from one place. That means, your prospects can attain out utilizing the strategy they like, and your help group can handle requests from a single queue.

You’ll be able to velocity up help requests by created saved replies, so your group can reply to widespread questions immediately.

There’s a built-in data base characteristic, so you’ll be able to construct your individual assist heart. This reduces the overall variety of help requests since your customers can discover options to their issues.

You’ll additionally discover in depth reporting knowledge, so you’ll be able to see the place your group is doing nice and what must be improved.

The time monitoring report helps you to see the place your help group is spending probably the most time, so you’ll be able to enhance your product workflows.

A dwell chat characteristic, often known as Beacon, is out there if you wish to add an extra help channel.

It recommends articles to assist resolve your customers resolve issues. If they’ll’t discover a answer, then they’ll chat together with your group.

Pricing: The Fundamental plan begins at $20 per consumer per thirty days and consists of 3 mailboxes, dwell chat, and extra. The Plus plan begins at $35 per consumer per thirty days in case you have a much bigger group.


HelpDesk is an easy to make use of assist desk software and ticketing software program. It’s very intuitive and a easy method to maintain all of your messages in a single place.

Any requests from contact forms, incoming emails, dwell chat, and extra will come to a single dashboard, and a ticket will probably be created.

There are superior ticketing, sorting, and tagging options, so you’ll be able to prioritize a very powerful messages.

Plus, there are helpful group collaboration instruments like a number of mailboxes, agent teams, and personal notes for help tickets to assist your complete help group turn into simpler.

You should utilize the automation options like automated process assignments, canned responses, and customized automated workflows to optimize your response time.

These working IT assist desks can use the specialised IT service groups options to create teams of brokers answerable for sure areas like subscriptions, indicators up course of, end-users, and extra.

You’ll be able to even create an IT help assist desk for inner groups to assist staff stand up to hurry in your software program and processes.

There’s additionally an integration with LiveChat, so you’ll be able to handle assist desk tickets and resolve buyer points in dwell chat multi functional place.

You’ll discover further integrations like Hubspot, Salesforce, Zapier, Slack, and extra that you should utilize to enhance your help workflow.

Pricing: For groups, pricing begins at $19 per agent per thirty days and features a ticketing system, 60-day chat historical past, and extra.

3. Hubspot


Hubspot gives enterprise homeowners a variety of buyer administration instruments to assist enhance buyer satisfaction and relationships.

It consists of simple to make use of assist desk software program and a ticketing system to maintain observe of long run customer support requests.

They provide one of many best CRMs for small businesses that simply integrates with the customer support administration software program.

The service desk software program and ticketing system organizes your entire help requests right into a single dashboard that your complete group can entry.

You’ll be able to maintain observe of essential help metrics like ticket quantity, agent response time, and extra. This helps you see should you’re hitting your objectives and assembly your customer support stage agreements (SLAs).

You’ll discover further options like data base software program to assist your prospects resolve their very own points and routing and automation to assist prevent time.

Plus, there’s bundled dwell chat and chatbot performance, so you’ll be able to talk in actual time together with your prospects.

Pricing: There’s a free plan for all customers. Paid plans begin at $45 per thirty days and offer you entry to further automation instruments and help for extra group members.

4. FreshDesk


FreshDesk is one other common assist desk supplier for companies. It’s very consumer pleasant, whereas nonetheless providing loads of superior options.

The assistance desk system has a shared inbox for simple and quick group collaboration, escalation, and challenge administration. You’ll be able to even route duties based mostly on group member availability.

Past assist desk options, you’ll discover chatbots, dwell chat, trendy messaging, automation options, omnichannel help, and extra.

There’s in-built reporting and knowledge, so you’ll be able to refine your help processes over a number of communication channels. You’ll be able to even use the social media integration to transform messages and model mentions into tickets and reply.

It additionally consists of numerous instruments to assist create your individual self service portal like discussion board help, FAQ creation, a assist widget, and extra.

Pricing: The essential model of the software program begins at $15 per thirty days. Whereas full omnichannel help plans begin at $79 per thirty days when billed per yr.

There’s a free model of the help software program that helps a vast variety of brokers. However, it solely consists of ticketing and data base options.

5. Nextiva


Nextiva is the best business phone service for small companies. Past telephone help, they provide an entire multichannel help answer.

The built-in assist desk answer helps you to talk throughout many alternative channels from a single app together with, telephone, electronic mail, and group messaging.

Irrespective of the place your prospects attain you from, you’ll be able to reply from one place.

The ticket administration system is easy to make use of, and you may set priorities, ship reminders, message your group, and extra.

If you happen to’re utilizing different Nextiva providers like Nextiva business VoIP or the gross sales CRM, then these will immediately combine.

You’ll discover different helpful options like name routing, canned responses, a cell app, and a self-service data base.

We use Nextiva at WPBeginner for all of our telephone help wants. It’s the best choice obtainable if it’s worthwhile to supply telephone help.

There are all types of highly effective options to assist your telephone help group together with, name forwarding, customized greetings, virtual business phone number, analytics, and extra.

Nextiva works nice for small enterprise homeowners in addition to massive name facilities who wish to automate gross sales and buyer help.

Pricing: Nextiva begins at $18.95 per thirty days for between 20-99 customers. If you’d like help for SMS and extra integrations, then the Professional plan begins at $22.95 per thirty days.

6. LiveChat


LiveChat is the best live chat software available in the market. It helps you to shortly add dwell chat help to your web site, so you’ll be able to immediately reply to buyer’s requests.

The LiveChat apps are simple to make use of and work on cell, desktop, and pill units throughout Android and iOS. So, your help group can reply requests with out logging into the WordPress dashboard.

Plus, there’s a WordPress plugin that makes it simple to combine together with your web site.

You’ll be able to arrange LiveChat to work throughout your non-work hours, so all dwell chat requests will go on to your assist desk administration system.

We use LiveChat throughout all of our eCommerce companies to help our pre-sales workers.

The chat window may be very simple to customise to match your web site’s branding.

One actually nice characteristic of this software is the velocity. The chat window hundreds quicker than different suppliers and works throughout each machine.

It integrates simply with different buyer help and advertising instruments you’re already utilizing, like HelpDesk, HubSpot, and Google Analytics.

You’ll additionally discover further help instruments to assist enhance the standard of your help, like customer monitoring, a sensible API that integrates together with your data base, and extra.

Pricing: There are plans for companies of all sizes. The starter plan begins at $16 per agent per thirty days when paid yearly. Plus, there’s a 14 day free trial to check out the service.

7. is the best AI chatbot software available in the market right now. This software makes it simple for small companies to create their very own AI chatbot and enhance customer support.

You should utilize the drag and drop builder to create a buyer help chatbot shortly.

There’s additionally a library of business particular templates you should utilize. These will enable you develop your distinctive chatbot based mostly on consumer questions and eventualities.

It integrates simply with each WordPress and WooCommerce. Plus, your dwell chat and customer support software program of selection.

We use in a number of of our SaaS companies to deal with pre-sales questions and ahead customers to our dwell help group if mandatory.

This course of could make your customer support workflow simpler, and unlock time on your help workers.

Pricing: It begins at $50 per thirty days billed month-to-month for as much as 1,000 month-to-month chats, and goes up from there.

There’s a 14-day free trial included in each plan, so you’ll be able to see if chatbots work for your small business.

8. WPForms


WPForms is the best contact form plugin for WordPress utilized by over 4 million web sites. It’s full of options, whereas nonetheless being extremely simple to make use of.

We use WPForms right here on WPBeginner and throughout all of our different web sites.

You should utilize the drag and drop builder to create a buyer help type shortly, so your customers can submit a help request to your group.

The free version of the plugin helps you to construct a primary contact type and consists of spam safety, electronic mail notifications, and extra.

The pro version of the plugin takes these options even additional and turns it right into a helpful service desk software. It helps you to create extra superior varieties with conditional logic, type abandonment performance, geo-location, and extra.

Each type submission goes on to your WordPress dashboard, so you’ll be able to shortly reply to buyer queries. You too can arrange immediate type notifications that robotically ship you an electronic mail when a consumer submits a type.

You’ll be able to notify your self or your group members accountable for buyer help.

There’s additionally a consumer journey addon that permits you to see what your customer did in your web site earlier than submitting a type. This makes it simple to see the place your consumer bought caught, so you’ll be able to resolve their challenge quicker.

Plus, there are over 3000 completely different software program integrations, together with service desk, HR software, challenge administration instruments, marketing automation tools, and extra.

Pricing: The Fundamental plan begins at $39.59 per yr and has options for easy type creation, however to get entry to consumer journey studies, superior integrations, and extra, the Professional plan is $199.50 per yr.

What’s the Finest Assist Desk Software program (Skilled Choose)?

In our skilled opinion, there are a number of completely different assist desk software program options that may be the proper selection for your small business.

If you happen to’re searching for the very best electronic mail assist desk that brings your entire buyer help channels collectively, then Help Scout is the best choice.

If you happen to want an awesome multi functional assist desk software that integrates completely with LiveChat, then HelpDesk is ideal.

If you’d like a buyer assist desk that additionally features a enterprise telephone system, then Nextiva is a good selection.

No matter which assist desk software program you utilize, you’d wish to use WPForms because it helps you ahead the message out of your web site to the precise assist desk software program.

Except for the highest assist desk software program on our checklist, we additionally checked out different suppliers like Zoho Desk, Jira, LiveAgent, FreshService, HappyFox, Zendesk help, and extra.

Nevertheless, we determined to not checklist them that will help you keep away from selection paralysis, so you’ll be able to shortly discover the very best assist desk software program for you.

We hope this text helped you discover the very best assist desk software program for your small business. You might also wish to see our picks of the best email marketing services for small companies and our information on how to choose the best web design software.

If you happen to preferred this text, then please subscribe to our YouTube Channel for WordPress video tutorials. You too can discover us on Twitter and Facebook.

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