Keeping customers happy is no easy feat. In fact, there are many challenges that service desk analysts face on a daily basis. It’s increasingly getting harder to provide streamlined customer support on various channels. Add to that your long ticket queue that doesn’t seem ever to end.

Thankfully, there are some customer support tools that can help make your life easier. With service desk tools, you can automate your work and keep your process efficient so that you can focus on providing an excellent customer experience.

Customer support software allow you to manage, organize, respond, and track all your customer requests and messages in less time. Not to mention, let you measure and determine the effectiveness and efficiency of your customer service efforts.

Optimize your online support system and make sure that you’re offering a seamless customer experience. Here are the customer support tools you need to try for your service desk tasks.

 

1. Freshdesk

Freshdesk is a cloud-based, all-in-one customer support software that offers a wide variety of features in helpdesk automation, ticket management, SLA management, multi-channel support, collaboration, community support, mobile customer support, customer management, and many more.

The best thing about Freshdesk is that it’s suitable for companies of all sizes. Whether you’re a small business or a large enterprise, there’s a Freshdesk pricing plan that fits your needs.

 

2. LivePerson

Customers are no longer as patient as they used to be, and they prefer more convenient and less disruptive channels where they can access a company’s customer service while on the go. As a result, they’re shifting from voice support to mobile messaging.

Live chat can address this issue. In fact, a recent survey shows that 49% of consumers prefer to use live chat for online shopping concerns.

LivePerson is a live chat and mobile messaging platform that enables companies to offer messaging support in real time. Through their cloud-based software, LiveEngage, your customers can experience a seamless and continuous customer service straight from their smartphone. This allows your brand to deliver more personal and direct customer support.

 

3. UserVoice

Your product is central to the customer experience and service you provide. Without a great product, your company cannot offer an exceptional user experience, which is why you need to regularly update your products or software to include the evolving needs of your customers.

UserVoice is a feedback management tool that lets you capture user feedback to use as data in making better products. The tool allows you to organize and prioritize feature requests so that you can build a data-driven product roadmap. With an efficient feedback tool, you can ensure that your team delivers exceptional customer experience.

UserVoice can be used on top of other customer support tools. Its features include product prioritization, feedback collection, management and moderation, and communication.

 

4. Postman

Postman is a complete API development environment that supports all aspects of API development such as building API requests through testing, documentation, and sharing.

Postman is a REST client that increases your efficiency when working with APIs. You can test APIs directly from your browser without resorting to complex web developer tools. It also keeps a history, so you can resend you past requests and retest them.

 

5. Helpjuice

A knowledge base is a collection of information about your products and services that works like a help center. It’s a self-service channel that lets you answer common questions before your customer even asks them. Thus, an efficient knowledge base can help you reduce your customer support calls and messages by 50%.

Helpjuice is a knowledge base software that offers both an external knowledge base for your customers and an internal knowledge base for your employees. Helpjuice is simple and easy-to-use with its intelligent search feature that instantly shows documents and articles before you even finish typing.

It also offers a data analytics tool that can help you determine the most commonly searched for documentation, among others.
There are a wide variety of tools you can use to optimize your customer service workflow. Keep the needs of your customers front and center when determining which tools you need for your service desk.

 

By using adequate customer support tools, you can reach customers in new areas and reduce the friction and frustration that your customer support team experiences.

Remember that customer satisfaction depends on the efficiency of your customer support agents, and happy agents result in happy customers.

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Jun 28 - Jun 29CCP - Crisis Communication Planner (ICOR Certified) TrainingManila, Philippines
Jun 28 - Jun 29DevOps FoundationManila, Philippines
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Jul 18 - Jul 19Integrated Metrics Management (People, Process & Organization)Manila, Philippines
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Jul 23 - Jul 27Certified Data Center Expert (CDCE)® TrainingManila, Philippines
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Jul 24 - Jul 25Intro to Project ManagementManila, Philippines
Jul 30 - Jul 31Certified Data Center Professional (CDCP)® TrainingManila, Philippines
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Aug 28 - Aug 31Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
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Aug 29 - Aug 3Big Data FoundationManila, Philippines
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Sep 1 - Sep 14MS Excel Advanced Features (2010/2013)Manila, Philippines
Sep 4 - Sep 5Complaints Management - Turning Complaints to ComplimentsManila, Philippines
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Sep 10 - Sep 15Combined Lead Auditor (CLA) Training - ISMS, BCMManila, Philippines
Sep 17 - Sep 18MS Excel Advanced Features (2010/2013)Manila, Philippines
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Oct 11 - Oct 12Big Data FoundationManila, Philippines
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Oct 15 - Oct 16PRINCE2 FoundationKuala Lumpur, Malaysia
Oct 18 - Oct 19BIA - Business Intelligence and Analytics FoundationManila, Philippines
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Oct 23 - Oct 26Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Oct 25 - Oct 2MS Projects 74-343Manila, Philippines
Oct 29 - Oct 30ITIL Foundation (2011)Manila, Philippines
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Nov 12 - Nov 14Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
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Nov 15 - Nov 16MS Excel Advanced Features (2010/2013)Manila, Philippines
Nov 20 - Nov 23Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Nov 21 - Nov 23Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
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Nov 26 - Nov 28OMCA™ - Online Marketing Certified AssociateManila, Philippines
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Nov 28 - Nov 29Big Data FoundationManila, Philippines
Dec 3 - Dec 4BIA - Business Intelligence and Analytics FoundationManila, Philippines
Dec 6 - Dec 7ITIL Foundation (2011)Manila, Philippines
Dec 6 - Dec 7CompTIA Cloud EssentialsManila, Philippines
Dec 10 - Dec 11Business Continuity Management PractitionerCebu City, Philippines
Dec 10 - Dec 11Intro to Project ManagementManila, Philippines
Dec 11 - Dec 12MS Excel Advanced Features (2010/2013)Manila, Philippines
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Jun 25 - Jun 26Complaints Management - Turning Complaints to ComplimentsManila, Philippines
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Jun 27 - Jun 28HR Metrics and Workforce AnalyticsManila, Philippines
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Jun 28 - Jun 29DevOps FoundationManila, Philippines
Jun 28 - Jun 29MS Projects 74-343Manila, Philippines
Jul 11 - Jul 12PRINCE2 FoundationKuala Lumpur, Malaysia
Jul 12 - Jul 13Business Continuity Management PractitionerCebu City, Philippines
Jul 12 - Jul 13BIA - Business Intelligence and Analytics AdvancedManila, Philippines
Jul 16 - Jul 17BIA - Business Intelligence and Analytics FoundationManila, Philippines
Jul 18 - Jul 19Integrated Metrics Management (People, Process & Organization)Manila, Philippines
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Jul 23 - Jul 27Certified Data Center Expert (CDCE)® TrainingManila, Philippines
Jul 24 - Jul 27Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
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Aug 15 - Aug 16HR Metrics and Workforce AnalyticsManila, Philippines
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Sep 4 - Sep 5Complaints Management - Turning Complaints to ComplimentsManila, Philippines
Sep 5 - Sep 7Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
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Sep 10 - Sep 15Combined Lead Auditor (CLA) Training - ISMS, BCMManila, Philippines
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Sep 24 - Sep 25ITIL Foundation (2011)Manila, Philippines
Sep 24 - Sep 27Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
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Sep 27 - Sep 28CompTIA Cloud EssentialsManila, Philippines
Oct 11 - Oct 12Big Data FoundationManila, Philippines
Oct 15 - Oct 17Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Oct 15 - Oct 16PRINCE2 FoundationKuala Lumpur, Malaysia
Oct 18 - Oct 19BIA - Business Intelligence and Analytics FoundationManila, Philippines
Oct 18 - Oct 19DevOps FoundationManila, Philippines
Oct 18 - Oct 19Intro to Project ManagementManila, Philippines
Oct 23 - Oct 26Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Oct 25 - Oct 2MS Projects 74-343Manila, Philippines
Oct 29 - Oct 30ITIL Foundation (2011)Manila, Philippines
Nov 8 - Nov 9MS Excel Advanced Features (2010/2013)Manila, Philippines
Nov 12 - Nov 14Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Nov 12 - Nov 13DevOps FoundationManila, Philippines
Nov 13 - Nov 15BCM Lead Implementer - ISO 22301 (ICOR Certified)Manila, Philippines
Nov 15 - Nov 16MS Excel Advanced Features (2010/2013)Manila, Philippines
Nov 20 - Nov 23Project Management Professional (PMP)® Training - REP #4536Manila, Philippines
Nov 21 - Nov 23Certified Business Analysis Professional (CBAP®) TrainingManila, Philippines
Nov 21 - Nov 23CPRE - Certified Professional for Requirements EngineeringManila, Philippines
Nov 22 - Nov 23ITIL Foundation (2011)Manila, Philippines
Nov 22 - Nov 23ITIL Foundation (2011)Manila, Philippines
Nov 26 - Nov 28OMCA™ - Online Marketing Certified AssociateManila, Philippines
Nov 27 - Nov 28Certified Data Center Professional (CDCP)® TrainingManila, Philippines
Nov 27 - Nov 28Enterprise Risk ManagementManila, Philippines
Nov 28 - Nov 29Big Data FoundationManila, Philippines
Dec 3 - Dec 4BIA - Business Intelligence and Analytics FoundationManila, Philippines
Dec 6 - Dec 7ITIL Foundation (2011)Manila, Philippines
Dec 6 - Dec 7CompTIA Cloud EssentialsManila, Philippines
Dec 10 - Dec 11Business Continuity Management PractitionerCebu City, Philippines
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