Everything is quite simple: you have customers, and you need a great customer support solution. Support managers may juggle emails, social media chats, try to feed knowledge base until they miss an important email or negative feedback. Clients may fly off the handle or just leave a bad review and choose one of your competitors. In other words, your customer service is doomed without a help desk with mobile app support.
Challenging questions and dissatisfied clients are ordinary things in customer support. Thus, there is a kind of bridge between your brand and customers’ feedbacks out there. It is help desk software that supports the management of pressing issues via emails, tweets, chats, tickets and more in a single customer center. Speaking of messages, you are able to delegate them to a right teammate and make certain that every client gets help. Apart from creating a knowledge base with helpful tips or answers, help desk with mobile app allows your customer support to fix clients’ requests on the go.
Help Desk: What and Why?
Turns out that help desk is the first line of defense against low customer experience. That's because it works quickly and empowers your team with options for fast and quality problem resolution. Still, if the software was correctly selected, your customer service representatives will do their job well avoiding excessive efforts and waiting.
Business depends on an ecosystem of products and solutions as a part of daily operations. Continuing this topic, happy customers and employees is also a vital part of business success. The problem comes from thinking that the shiny new technology is a common solution to any problem.
Fortunately, there are dozens of help desk with mobile apps that comply with the requirements either of SMBs and large organizations. Along with this, keep in mind that some solutions are built with social tie-ins, additional security measures, or identity management. These features may be a key point in choice for one company, as well as the irrelevant option for the others.
Major Capabilities to Look First
Every journey of problem resolution starts with framing. So, let’s define the key features of help desk solutions. Generally, most apps understand business problems and goals to the same extent. There are six must-have (or prefer to be available) features to look for in a help desk solution.
1. Team inbox
Team inbox makes the process of managing emails simple and helps to avoid double answering to the same request. All queries are delivered to a single place, and every team member can access and see all the dialogue. So, it is clear what’s going on and who helps the client at the moment. On the plus side, you can bring in the emails from different addresses and reply correspondingly. Last but not least, some apps offer tools to reduce the reply time (keyboard shortcuts, canned replies and the like).
2. Social support
Social support problems are handled easily and is very useful if something went wrong on the website. Customers can ask for help or complain online. In other words, you may receive great feedback or a negative review about poor service. Help desk with social media integration delivers the messages right away in your inbox and ensures that every problem customers have won’t go unnoticed.
3. Knowledge base
Knowledge Base exists to support customers and representatives with answers to the common questions before they are asked. Usually, it also contains some technical, prices, features, frequent problems, services information. When customers can’t find the answer, support representatives will assist and fix the issue.
4. Live Chat
Some customers still prefer email, but most of the clients use live chat to get an answer or help faster. Usually, help desk solutions offer it as an extra function - so you just need to add chat widget on your website. In case, you can’t enable 24/7 support, the users will have an opportunity to send an email where they describe the situation or question.
5. Help desk with mobile app
This kind of support is the right way to satisfy customers who want help ASAP. These tools include adding documentation, chat, or email support inside the mobile app. Apart from accessibility, these apps track the users’ device, what part they are using and the like. So, instead of asking for more information, your agents will go down to solve the issue from the first reply.
6. API integration
Integration with other business solutions delivers greater tech unity, as well as makes the customers’ requests solving faster and more simple. Above all features is communicating data with other apps. It will boost sales performance while the tracking of customer interaction will improve.
5 Help Desks Worth Your Attention
Reduce the time you spend on manual, repetitive work and focus on what’s important. Help desk tools were designed with the customer in mind to address the complaints and deliver the basis for loyalty strengthening. So, check a brief overview of effective help desk solutions out.
Note: the apps listing is random, and the number in a list doesn’t apply any special preference.
The option focuses on real-time support and helps you to deliver answers to the customers on time. All the interactions with clients are chat-like and kept in a single place. LiveAgent shows what customer types in chat so your reps can figure out what to answer before the client sends the message. Among many features, there are rules setting that allows to assign tickets to specific support agents or departments. This is a help desk with a mobile app for Android and iOS, integrations and gamification to motivate the team to achieve higher results.
Suitable for a quick overview of interactions with clients.
Supports team inbox, live chat, knowledge base, social media integration, forum, SLA, analytics, and mobile app.
Subscription starts from $12 agent/month. Every plan has a free seat. Also, there is a downloadable license of $11.950 for 20 seats.
Trial 14 days.
Their built-in SLA policies make the prioritization of support easier. Firstly, you indicate the channels and user levels that are supposed to be resolved first. Then Freshdesk marks these tickets as important. Even more, the app offers time-triggered and event-triggered automation. What about the complex tickets, they may be split into separate child tickets. So, with Freshdesk, be sure that your clients will receive answers in the expected format.
Suitable for brands that prioritize SLA support.
Supports team inbox, social integration, chat, forum, mobile app, knowledge base, analytics.
Subscription ‘Sprout’ freemium plan with no user limitation, for small teams $25 user/month ($19 user/month in yearly subscription)
Trial 30 days.
Take the vantage of built-in time tracker to ensure that your customers receive answers quickly. Plus, HappyFox is able to set the priority level to the tickets. Besides, the advanced reports imply the improved analysis and further planning customer success tactics. This help desk has mobile apps for Android and iOS.
Suitable for you if there is a need to track time spent on tickets resolution.
Supports team inbox, chat, forum, social media integration, mobile support, analytics, and customization.
Subscription starts from $39 user/month ($29 user/month paid yearly). Every plan requires at least 3 users.
Demo on request.
With this help desk, you will let customers help themselves. The trick is simple: when a user wants to ask something, Zendesk will show a related article from the docs that may give the required answer. If this weren't helpful, this client would send you a message. This app runs NPS surveys at the end of your messages to rate your support performance which makes this one certainly a top feature. Zendesk is a help desk with a mobile app for Android, iOS, and Windows phone.
Suitable for support on any platform.
Supports team inbox, social media integration, chat, forum, knowledge base, mobile support,
Subscription goes from Essential plan $9 user/month ($5 user/month billed annually).
Trial(on Professional plan only) 30 days / Demo requires signing up.
The interface of this solution allows opening tickets you want to reply in tas and then switch between them while answering. Desk.com aids in cutting the routine tasks down with the workflows and automation capabilities. Moreover, the system displays the CRM data alongside the ticket to save questions and updates into a client’s profile. However, that it is only possible if you use Salesforce. Desk.com enables you to use mobile support on Android and iOS devices.
Suitable for small businesses who need Salesforce integration, and tabbed UI.
Supports team inbox, social integration, chat, phone, knowledge base, analytics, mobile apps.
Subscription starts with Standard plan $25 user/month ($20 user/month billed annually).
Trial 14 days
Board It up
Once you have figured out what your organization needs in order to grow, time to choose a help desk with a mobile app to solve your business goals. There are many solutions out there, and you have to find the most suitable one. It seems like to do this you need to try some of them and see how they work on the battlefield. When you find that very app, bring the docs and accounts and make this help desk feel like home.
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