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.
Just because a company offers customer support, especially when offering this support to other companies, doesn’t necessarily mean it’s a good thing unless the support offered is of a high quality. Some executives look at customer support ROI and see a lack of results, leading them to assume it is a cost center rather than a profit center. Although this may be the case it doesn’t have to be.
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.
GetApp is a popular listing site to compare various software options and read real user reviews. They recently announced a great new feature called GetGuide, and TeamSupport is happy to be one of the first companies to use it.
Some problems are going to get away from you, and that's okay. Just do whatever you can to make sure whatever it is doesn't repeat itself. The key to that is customer feedback.