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Tech Tuesday: Top helpdesk software picks for multichannel support

Welcome to Tech Tuesday, where we unravel the latest in technology to empower your business and enhance your operations.

In today’s feature, we set our sights on the backbone of customer service—Helpdesk Software. As businesses strive for excellence in customer support, the right tools become paramount. Whether you’re a small business aiming for significant impact or a growing enterprise looking to stay ahead, our recommendations cater to diverse needs. Let’s dive in and discover the tech that will transform the way you approach customer service.

ipSCAPE

ipSCAPE’s helpdesk software comprises of enterprise tools including advanced routing and an Intelligent IVR, which helps provide efficient customersupport. Additionally, the solution integrates with ticketing management platforms including Zendesk and ServiceNow, equipping agents with voice functionality through a Computer Telephony Integration (CTI) adaptor. This integration streamlines the process of delivering a personalised customerexperience by enabling agents to access customer-related information while on an interaction. 

Zoom Contact Center

Zoom Contact Center revolutionises customer support by transforming traditional help desks into agile hubs of efficiency. Designed to increase productivity, it streamlines communication to foster a greater sense of collaboration between colleagues and augment the customer experience. Zoom Contact Center, includes cloud-based solutions that empower teams to manage customer interactions seamlessly, integrating powerful features such as:

Users can request help through their preferred digital support channel (web chat, SMS, voice, video).

Create a ticket for agents to begin working to resolve an issue.

Enhanced routing to the most qualified agent through intelligent, skills-based routing.

Video escalate a voice or chat interaction to improve customer interaction and deliver more personalised engagement.

Freshworks

Freshservice is Freshworks’ intelligent, right-sized, cloud-native IT Helpdesk software solution. It builds modern employee experiences through intelligent ticketing capabilities and delivers a unified service management experience. This provides IT helpdesk team with the support needed to achieve efficiency, faster time-to-value, and better responses to customers. 

Delivering out-of-the-box, end-to-end consumer-grade experience that empowers employees to work from anywhere, anytime, Freshservice provides efficiency and agility through AI (Artificial Intelligence) to create contextual and intelligent ticketing experiences. With powerful integrations and workflows, businesses can build upon an open platform and bring together discovery and monitoring tools under one roof, improving productivity, efficiency and employee satisfaction scores.

Zendesk

Zendesk is a comprehensive helpdesk platform that adapts to the diverse needs of SMEs, providing versatile solutions to cater to evolving business requirements. Zendesk’s ticketing system organizes customer inquiries, ensuring a systematic approach to issue resolution. It helps businesses prioritize and address customer concerns in an efficient manner. Real-time communication through live chat enhances customer interactions, contributing to a more responsive and engaging support experience. This feature is particularly valuable for resolving issues quickly.

Zoho Desk

Zoho Desk is a cost-effective helpdesk solution tailored for small and medium-sized enterprises. Despite its emphasis on affordability, it does not compromise on a rich feature set. Zoho Desk’s ticketing system simplifies the management of customer service requests, ensuring timely and efficient issue resolution. It provides a structured approach to handling customer queries. The built-in knowledge base allows SMEs to create and share valuable resources. This empowers customers to find answers independently, reducing the load on customer support teams for common queries.

Freshdesk

Freshdesk is a standout helpdesk solution designed to meet the specific needs of small to medium-sized enterprises (SMEs). Its user-friendly interface and robust features make it a valuable tool for efficiently managing customer support. Freshdesk’s intuitive ticketing system simplifies the process of managing customer inquiries. It ensures that customer issues are organized and tracked systematically, preventing anything from falling through the cracks. The platform offers automation capabilities that streamline routine tasks. This allows SMEs to focus on more complex customer interactions, improving efficiency and responsiveness in customer support.

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