G2 Crowd just released their Top Help Desk Software lists and we're proud to be ranked #1 Help Desk Software among mid market users! We also received a top rating in the Small Business category with a 93% satisfaction score, and snagged the #6 spot for Enterprise Businesses.
As the importance of customer service gains popularity in the media and in businesses especially, more and more "help desks" are coming out of the woodwork. Of course along with those, are the so-called "top 10 (or top 20) best" lists for help desk software. The issue with many of these is that they lump anyone who calls themselves a help desk under one category - so you often see a hodge podge of internal IT, live chat, and even call center software. For the buyer looking for customer support software, to assist in their customer support efforts, it can be very confusing and even misleading. Add to this the fact that there are vast differences in the requirements of a company providing B2C support vs B2B support, and also between internal vs external help desk functions, and you've got a recipe for frustration.
When companies are just starting out, customer service is a top priority. Not only does an engaged support team serve as a valuable resource for businesses to gain insights for improvement, these staff members play a vital role in customer retention. However, at the beginning stages of a new business, funds are often low and the customer service offering is typically limited to a handful of knowledgeable employees and a variety of manual processes for tracking client concerns.
Before partnering with any type of software provider to facilitate their business, wise decision-makers take the time to ensure the product fits well with their mission, purpose and offering. Businesses must be certain their support platforms are fully integrated into their software or services, because doing so is a means to providing cohesive and positive customer service. Additionally, leveraging customer support software that adequately fits your business needs is extremely important for achieving operational efficiency.
One of the most important avenues toward long-term client loyalty is high-quality customer support. In fact, data from Business 2 Community revealed that 80 percent of customer loyalty is driven by three key customer support attributes: reliability, responsiveness and simplicity. Of course, help desk agents can't deliver on customer expectations if they are not empowered with the right tools. Thankfully, collaborative customer support software is available to businesses of all sizes that enable support agents to provide an exceptional experience to clients.