There are many different service desk systems just as there are many startups. Choosing the right tool can be challenging since there are so many on the market. A startup needs to tread carefully because each move can have a big impact. Hence, in order to help you better understand what kind of customer service startup you might need, we examined five of the best help desks for startups.
We’ll cover a number of different aspects in this analysis, starting with price, key features, usability and ending with communication, advertising opportunities, etc. So, grab a cup of coffee (or tea), because we are about to begin.
Grasping the Free Price Systems
The first step in the analysis is to understand how each subscription plan works. Firstly, there is the alluring free plan which at first glance looks like it could actually solve a number of issues. There are, however, some free plans that can actually fix some issues, so keep this in mind. There are also some that will create an artificial need for an upgrade.
Freemium plans are usually the first plans offered. Great startup customer service features are available in these plans, but in limited quantities. With a “Freemium” plan, for example, you may encounter limitations such as 5 reports per month or only one automation slot.
The second variant is often referred to as “Free”. This plan intends to demonstrate a few basic features that will solve a few problems for the customer. However, these tools aren’t really suitable for startups in terms of customer service systems because you can’t access most of the functionality and you can only do a limited amount of stuff.
Trial plans are also available. These are feature-rich tariffs with tons of cool features. Unfortunately, they are no longer available after the trial period ends. Others set it at seven days, while others set it at 30 days. It depends on your situation.
Ranking the Best Help Desk Systems
Here are our picks for the best options in each category, instead of discussing all popular options. Due to their accessibility, their free plans are also very popular with startups. These are the top five help desks for startups and saas security.
Zoho offers such a wide range of joint solutions as few other companies do. Its almost 40 different software platforms have established Zoho Desk as one of the most reliable and effective service desk tools on the market. It is Zoho Desk’s ability to adapt to any kind of business model that makes it such a good choice for startups.
Due to Zoho service desk’s flexibility, it can be configured to any type of commerce, unlike other help desk systems. If your business sells televisions, you can customize each function to your requirements. There is no need to limit yourself to just one type of distribution, and you can use all kinds of channels that aren’t exactly conventional.
Another key feature of Zoho is its price-performance ratio. There is one free plan (which supports up to 10 agents) and two paid plans, but we’ll focus on the free plan since it’s quite interesting. Start with web reports, work styles, knowledge bases, domain mapping, team provisions, and even manager dashboards. All of this is included in the free plan. You should use this help desk for startups if you operate on a small scale with few agents.
Kayako is next on our list. Known for its easy-to-use help desk system, this tool is also a good choice for startups in customer service. Live chats, self-service, and emails are the main features of this help desk tool. Kayako also generates performance reports and industry insights based on requests from consumers as part of its feature set. By themselves, these queries provide trend details, performance metrics, and information about potential bottlenecks.
With Kayako, startups can automate a variety of tasks in addition to reports and analytics. In the long run, this will save money as a lot of mundane work will be eliminated. By using the rerouting options, you can aggregate huge amounts of data into one, easily readable place. This hub will always be updated by the Live Feed system, so you won’t miss anything.
In terms of pricing, Kayako offers five affordable service plans. There is a free plan on Kayako but it provides barebones functionality and is perfect for small and large organizations. Choose the starter plan, which includes over 650 Zapier integrations, live chats, real-time collaborative tools, knowledge base, and automation.
The third on our list is Freshdesk and suffice to say, this is a very compelling package. Serving more than 150,000 businesses, Freshdesk is a potent mix of good design and great feature set. With Freshdesk on board, you can automate a plethora of tasks, cooperate with other agents, and setup self-service portals.
Although what really sets this help desk for startups apart is the ability to scale the price range to your needs. Essentially, you get five paid plans that have their own set of features, and a free one that contains a knowledge base, simple phone functionality, and social media channel features. But returning back to the scalability, Fresdesk provides you an infinite volume of agents in the free edition.
This allows you to test things in a way that isn’t exactly possible on other platforms. For instance, if you have a lot of people on board, you can see how well the tool can perform under load, as well as you can see how certain features work (i.e live collaboration). Also, under the right circumstances, you can use this in a small team no problem. It has all the means to get you going and the great point is, you can later move all your data to the new tariff effortlessly.
While it seems simple, this help desk platform offers a wide range of tools for reporting, analyzing, and accelerating work. Freshservice was created with modern IT companies in mind and is ideal for startups that sell software as a service. The reason it’s so good is that it has one of the best ticket systems and an asset development tool.
In addition to merchant supervision, problem control, bug tracking capabilities, and asset assignment, Freshservice can also provide good merchant supervision. It has a well-rounded mechanism and each operation is carried out fast and with high precision. It has never been buggy or hung up on us. Users can set up a number of self-service portals for customers, and rely on a nice notification system on top of the stable performance.
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In addition to all of this, the price range is actually quite attractive. There are five pricing tiers offered by the vendor. Moreover, you can always take advantage of our free trial in case you wish to test things out. As a general rule, however, you won’t need to spend a lot to make the most of the tool. Using the free options offered by the company, you can access canned responses, SLA administration, and programmed ticket distribution. The iOS or Android apps are also available as an added bonus. They are also feature-rich and offer a few extra things that are platform specific (push notifications, banners).
SolarWinds Web Help Desk Free Edition
The last company on our list is a newcomer – SolarWinds. The tool has good people behind it, so don’t mistake it for being inexperienced or new. Therefore, for those of you who are in doubt, Samanage is a natural progression towards SolarWinds. This is the new product from SolarWinds that was acquired by Samanage. Considering that it is still in active development, it is quite impressive.
Now that we know this, let’s talk about the features and what they have to offer. In short, SolarWinds took the best of Samanage and made it even better. If a company opts to use SolarWinds, they can expect a wide range of IT-related solutions. Whether it’s networks, apps, clouds, virtualization, or hardware development, SolarWinds has you covered. By using the automated system, users will not have to worry about rerouting tickets, assigning agents, or responding to messages. Additionally, the knowledge base editor is quite good, while the live chat feature is excellent.
Additionally, the tool is free. You can, however, upgrade to the $700 plan if you want more options. In addition to LDAP authentication, collision detection, and omnichannel branding, the application includes a number of cool features. Last but not least, we’d like to emphasize that the company does not offer a mobile application as of yet. Some of you may not be interested in this.
That’s it for our best help desk for startups article. We realize there are many more things we haven’t discussed and there are many more service desks for startups. However, we did cover the most popular options. Hopefully, we helped you pick the right tool for your new business. Until next time, take care and keep reading.