Cloud-Based Help desk software whether web based or cloud based has brought significant change in the way many companies handle the customer issues they have. While conventional business software solutions are located at the enterprise’s premises, cloud solutions work on servers found on the internet.
Such flexibility makes it possible for its application to offer real-time support, be scalable and at the same time affordable. Large companies like Zendesk, Freshdesk and Zoho Desk have pioneered with tools that are avant-garde which are aimed to improve customer satisfaction.
A number of them are suited for large, medium, and small scaled enterprises, and have features such as robust ticketing solutions, multiple communication channels compatibility, and can accommodate for integration.
Through help desk software that operates on the cloud, organizations can increase collaboration internal to the company, customers’ satisfaction from short response time and from increased efficiency in relation to activity analysis using analytics tools. Modern day customer needs are constantly shifting and as a result assuring that an organization has a best help desk software is now a strategic imperative.
What is Cloud-Based Help Desk Software?
Online Cloud-Based Help-desk software is a customer relations support put in servers on the internet to facilitate business customer relations. It handles ticketing, automation, reporting, and multi-channel communication to enable teams to solve customer complaints without much need for vast on-site systems setup. It benefits from being available on any device with internet access, delivering immediacy, updates and collaboration in its wake. These are characterized by low costs, scalability and are implemented to enhance performance and customer satisfaction.
Six Key Features of Cloud-Based Help Desk Software
- Ticket Management: The program establishes a centralized system for the classification and administration of customer concerns.
- Multi-Channel Support: Answers inquiries sent via email and chat, phone calls, or social media.
- Automation: Reduces workload of intensive manual work including ticket assignment and ticket status change.
- Analytics and Reporting: Gives information about performance of the team and customers.
- Integration: Integrates with CRM, project management, and other programs without problems.
- Scalability: Able to address the new requirements that young companies may have.
Top 10 Cloud-Based Help Desk Software
1. Zendesk
Zendesk is an open-source Cloud-Based Help-desk software built for usage by companies for different sizes. This includes a customer support ticketing system, live chat, email and phone support to its clients. That is why the company, which intends to offer high-quality multi-channel customer service, should select Zendesk, which is famous for its convenience and ability to expand. It also contains sophisticated tools for analysing working and customers’ satisfaction that are useful in today’s businesses.
Zendesk provides account functionality features for advanced automation to solve the problem of ticket loads for large teams. In addition to a great variety of customizable dashboards, it offers numerous integration opportunities with other applications.
Key Features:
- Multichannel – email, chat, social media, and call centre support.
- Optimised ticket routing and automation for ticket resolution.
- Solid and flexible reporting with analytic dashboards.
Pros:
- User-friendly interface.
- Extensive integration options.
- Scalable for enterprises.
Cons:
- High pricing for advanced features.
- Limited customization in lower-tier plans.
- Learning curve for new users.
Price: Starts at $49/user/month (Suite Team Plan).
2. Freshdesk
Freshdesk is an innovative Cloud-Based Help desk software for small to mid-sized companies with easy to use features. This feature provides support across platforms of email, live chat, phone as well as on social media. Employing the user-friendly interface feature, Freshdesk maintains easy account setup and proper planning of processes. It also offers them a customer support portal where they can solve issues on their own using resources in a knowledge database.
Freshdesk comes equipped with an artificial intelligence chatbot that provides instant response and relieves the workload off from agents. The platform also has features such as shared inbox and team huddles that make the work of the team easier to accomplish. The major disadvantage of advanced analytics and customization is the availability of these services only in the most expensive plans; nonetheless, owing to its reasonable price, it could be a valuable tool for expanding companies.
Key Features:
- Optimized chatbot for instant query response.
- Ticketing process adaptable to Pakistani culture.
- MEMBER, category 3 – Effective Internals Communication Tools that can be used include chief email and team huddle.
Pros:
- Affordable for small businesses.
- Easy setup and use.
- Free plan available.
Cons:
- Limited analytics in lower plans.
- Occasional performance lags.
- Basic customization options.
Price: Starts at $15/user/month.
3. Zoho Desk
Zoho Desk is an elegant open platform that offers many Cloud-Based Help desk options that are a perfect fit for the extended Zoho environment. One of the benefits is artificial intelligence to give prompt contextual assistance to enable the agents to address the customers’ concerns. Using this software, customers can be reached through email, phone call, and or through the chat facility thus bringing versatility in the type of communication used by businesses.
It also has defined templated process workflows, offered SLAs, and rich reporting capabilities for replicating clients’ business processes. Zoho Inventory’s inexpensive price structure and tight integration with other Zoho tools make it uniquely appealing to current Zoho clients.
Key Features:
- Proposals of AI-context requests for agents.
- A combination of email, phone and the chat in communication.
- Flexible processes as well as integrated Service Level Agreements (SLAs).
Pros:
- Affordable pricing.
- Seamless Zoho ecosystem integration.
- Comprehensive reporting tools.
Cons:
- Limited third-party integrations.
- Requires Zoho familiarity for optimal use.
- Support response times can be slow.
Price: Starts at $14/user/month.
4. HubSpot Service Hub
HubSpot Service Hub is a fully-fledged help desk software that forms part of HubSpot’s CRM software suite. It also helps the businesses in effective handling of customer support by use of items such as, ticketing system, live chat and customer feedback. This integration enhances the operational effectiveness of different teams because the staff gains a consolidated vision of clients’ communications.
It also assists in knowledge base management allowing customers to self-solve problems without the intervention of a developer. Being very analytical and scalable, HubSpot Service Hub is a good fit for companies that want to prioritise the customer experience. The basic plan is free, but when getting to the advanced levels, the subscriptions can be expensive and need professional help in extending.
Key Features:
- Single and single-platform integration of CRM and help desk.
- Questionnaire on customer satisfaction and NPS templates.
- From a knowledge management perspective, also known as KM, its different types such as knowledge sharing, knowledge transfer, and other processes.
Pros:
- Comprehensive CRM integration.
- Powerful reporting and analytics tools.
- Scalable for growing businesses.
Cons:
- High cost for advanced plans.
- Limited features in the free plan.
- Customization can be complex.
Price: Starts at $45/month for 2 users.
5. Salesforce Service Cloud
Salesforce Service Cloud is a Customer Support tool for enterprise organizations that use artificial intelligence to drive service. Its omni-channel routing feature makes it possible to reach the customer through all the channels they use such as emails, live chats, phone, social media among others. Arguably, the detailed configurations of the Cloud-Based Help desk software are suitable for companies that require multiple service features for their operations.
Salesforce Service Cloud has a link with Einstein AI too to provide solutions based on analytical tools and to automate the working of a team so that issues can be solved before they occur. Reporting features are sophisticated and it can be integrated into big organizations. But for small businesses they might be pricey, and there are numerous that are quite complex to learn.
Key Features:
- Einstein AI for predictive analytics & for automation.
- Omni-channel routing for optimal flow of communication.
- Integration with a third party software to optimize product control.
Pros:
- Highly customizable.
- Scalable for enterprises.
- Advanced analytics and reporting tools.
Cons:
- Expensive for small businesses.
- Steep learning curve for new users.
- Requires technical expertise for customization.
Price: Starts at $25/user/month (Essentials Plan).
6. Help Scout
Help Scout is a quite simple and effective Cloud-Based Help desk software which will be suitable for small and medium functional companies. It puts focus on cooperation and customers, which makes it effective for teams that pay a great deal of attention to their customers. The shared inbox of Help Scout even in teams so that one team can complete the task in consultation with the other team can lead to quick responses.
The platform also includes live support chat and a knowledge base which are both direct means of availing support to the customers. It offers few of the automation, and reporting features of some of its competitors, however, it is affordable and easy to use making it a good option for small businesses that need a dependable help desk solution.
Key Features:
- The second type of inbox you may come across is the shared inbox, designed for teams working in a project where they can interact with each other.
- Implementation of live chat support in conjunction with supply of a knowledge base.
- Client accounts for individual care.
Pros:
- Easy to use and set up.
- Affordable for small businesses.
- Excellent customer support.
Cons:
- Limited automation features.
- Basic reporting tools.
- Not ideal for large enterprises.
Price: Starts at $20/user/month.
7. HappyFox
HappyFox is an easy to use and Best Cloud-Based Help desk tool widely recognized for its workplace efficiency and efficient ticketing. It enables organizations to communicate with customers through multiple channels, including email, social media and social chat. The platform is also available for SLA management and has a flexible workflow to make it easy for solving different issues.
HappyFox has very tight integration with automation, which is always suitable for businesses and minimizes manual inputs. It can be expensive for smaller businesses but for the medium to large businesses, the software’s ability can be a plus for them.
Key Features:
- Information about SLA management as well as custom ticket workflows of Deskpro.
- Experiencing technical support by email, chat, or posting a complaint in the social networks.
- Specialist applications for redundant jobs.
Pros:
- Intuitive and easy-to-use interface.
- Strong automation features.
- Excellent customer support.
Cons:
- Expensive for small businesses.
- Limited customization in lower plans.
- Steep learning curve for advanced features.
Price: Starts at $39/user/month.
8. Kayako
Some features of a good Kayako hosted help desk include; Kayako is a customer centric Cloud-Based Help desk software that offers a graceful way to support clients. Its communication platform is centralised to allow teams to have a complete overview of all the interactions made by customers, thus improving integration.
Other elements of the platform are the self-service portal and knowledge base that enable the customers to work on issues on their own. It stands out for its ability to offer first-class customer service, but the problem is that the tool is not very flexible, has a very simple analysis function, and has relatively few integration options with third-party applications that could be useful for large organizations.
Key Features:
- Single customer profile for help and assistance.
- Support by email, instant messages, and within the social networks.
- The platform described in this article is also essentially the self-service portal and the knowledge base.
Pros:
- Simple setup and user-friendly interface.
- Affordable pricing.
- Excellent for personalized support.
Cons:
- Limited scalability for large enterprises.
- Basic analytics and reporting features.
- Fewer third-party integrations.
Price: Starts at $15/user/month.
9. LiveAgent
LiveAgent is an extremely useful Cloud-Based Help desk software that comes with real-time chat, tickets and calling system features. In particular, its real-time live chat in conjunction with customer tracking offers businesses information that can be important for analyzing customer behavior.
With help of the ticketing flows, customer support activities can be automated in LiveAgent. The shortcomings faced include an old design of the UI and lack of variety in customization; despite this, the program’s relatively low prices and vast array of features will be appealing to businessmen with a small enterprise.
Key Features:
- Customer tracking with real time online chat feature.
- Lots of integrated call center capabilities.
- Operational mechanics of active ticket automation.
Pros:
- Affordable pricing.
- Comprehensive communication tools.
- Strong automation features.
Cons:
- Outdated UI design.
- Limited customization options.
- Advanced features require higher-tier plans.
Price: Starts at $9/user/month.
10. SysAid
SysAid is an adaptable multi-featured IT Service Management (ITSM) and customer support solution ideal for business organizations with a strong bias in the IT sector. It combines both the IT asset management feature with innovative ticketing functionality, and enhanced service management workflow. Another feature about the SysAid is it has a self-service portal feature that can be personalized for better experience.
This platform has very diverse and all-encompassing functions and a high level of flexibility – therefore it is more appropriate for larger companies with extensive requirements for IT services. However, it is not suitable for small business because of its high complexity as well as high price as compared to other software.
Key Features:
- It is assety management integration.
- Online ticketing methods and efficient working flow technique.
- First, creating a digital self-service portal which is partly or fully adaptable according to a company’s needs.
Pros:
- Comprehensive IT and help desk features.
- Highly customizable.
- Suitable for IT-heavy organizations.
Cons:
- Steeper learning curve for beginners.
- Higher pricing for small businesses.
- Requires technical expertise for full utilization.
Price: Starts at $1200/year for up to 5 users.
How to Choose Cloud-Based Help Desk Software
- Business Needs: Determine if there are certain expectations like, multichannel support and other or automation.
- User-Friendliness: Also, choose the platform that is easy to install and to work within the framework of your team.
- Scalability: Select a solution that will be scalable for adapting to your business’ growth patterns.
- Integration Capabilities: Ensure that this one is compatible with other tools and software that you are currently using.
- Cost: Pricing plans should be assessed in the light of budget and how many features are you willing and can afford to implement.
- Customer Support: Go for a provider who provides rich technical support & training tools.
Conclusion
Cloud-Based Help desk software that operates through the cloud is simply a must-have for any organization attempting to improve consumer satisfaction and cut costs. These elements of ticketing, multichannel, automation, and analytics capabilities allow teams on these platforms to deliver high-quality support while meeting a continually evolving client experience. Primary criteria that can be used when choosing the right software are business specificity, the possibility of further expansion, work comfort, and the compatibility of the program.
You want to get the most value for your money when deciding between different models, all while keeping support a key consideration as you roll out the equipment and utilize it regularly. With the help of proper help desk software that is cloud-based, businesses can achieve more support process efficiency, efficient communication, and valuable insights. It’s getting to a point where the organisation that can effectively manage the customers’ experience in a competitive market earns the competitive advantage.
FAQs
What does it mean to have cloud-based help-desk software?
It is an online application that runs on a web server to provide efficient functionality to the business organizations for managing customer support such as tickets, automation, and multi- channel communications.
What are the advantages of help desk software and using the cloud?
Primarily, it provides flexibility, reduced cost, and organizational scalability, which is great for managing customer services departments and team members’ collaboration.
Can help desk software which is cloud based efficiently meet client security needs?
Yes, most of the platforms utilize encryption, data backup and compliance to protect security and the data.
Is help desk software created to be cloud based suitable for small businesses?
Some of the solutions are meant for small businesses, which offer cheap subscriptions and options to adjust the program’s settings.
Is there a need to possess a certain level of technical skills to make use of help desk software that is cloud based?
Of course, most of the Cloud-Based Help desk software are easy to use and include lessons, customer support, and simple interfaces for integration.
