Everything is simple: you have customers and need a great customer support solution. Support managers may juggle emails, and social media chats, and try to feed the 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’ feedback 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. You can delegate messages to the right teammate and ensure that every client gets help. Apart from creating a knowledge base with helpful tips or answers, a help desk with a mobile app allows your customer support to fix clients’ requests on the go.
Help Desk: What and Why?
It turns out that the help desk is the first line of defense against low customer experience. That's because it works quickly and empowers your team with fast and quality problem-resolution options. Still, if the software is 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 are also vital to business success. The problem comes from thinking that shiny new technology is a common solution to any problem.
Fortunately, dozens of help desks with mobile apps comply with the requirements of either SMBs or large organizations. Also, remember that some solutions are built with social tie-ins, additional security measures, or identity management. These features may be a critical point in choice for one company and an irrelevant option for others.
Significant 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. Nevertheless, there are six must-have (or preferred to be available) features to look for in a help desk solution.
1. Team inbox
Team inbox makes managing emails simple and helps to avoid double answering 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 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 are valuable if something goes 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. A help desk with social media integration delivers the messages right away to your inbox and ensures that every customer problem won’t go unnoticed.
3. Knowledge base
Knowledge Base exists to support customers and representatives with answers to common questions before they are asked. Usually, it also contains technical, price, features, frequent problems, and service information. Support representatives will assist and fix the issue when customers can't find the answer.
4. Live Chat
Some customers still prefer email, but most 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 a chat widget on your website. If you can’t enable 24/7 support, the users will have an opportunity to send an email describing 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’ devices, 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 and makes the customers’ requests solving faster and more straightforward. 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 your time 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 app listing is random, and the number in the list doesn’t apply to any particular preference.
#1 LiveAgent
The option focuses on real-time support and helps you to deliver answers to 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 set that allow assigning 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.
#2 Freshdesk
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 necessary. Even more, the app offers time-triggered and event-triggered automation. But what about the complex tickets? They may be split into separate child tickets. So, with Freshdesk, ensure your clients receive answers in the expected format.
Suitable for brands that prioritize SLA support.
Supports team inbox, social integration, chat, forum, mobile app, knowledge base, and analytics.
Subscription ‘Sprout’ freemium plan with no user limitation, for small teams $25 per user/month ($19 per user/month in yearly subscription)
Trial 30 days.
#3 HappyFox
Take the vantage of a built-in time tracker to ensure that your customers receive answers quickly. Plus, HappyFox can set the priority level for the tickets. Besides, the advanced reports imply improved analysis and further planning of 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 ticket 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 three users.
Demo on request.
#4 Zendesk
With this help desk, you will let customers help themselves. The trick is simple: Zendesk will show a related article from the docs that may give the required answer when a user wants to ask something. If this weren't helpful, this client would send you a message. In addition, this app runs NPS surveys at the end of your messages to rate your support performance, making this a top feature. Zendesk is a help desk with a mobile app for Android, iOS, and Windows phones.
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.
Board It up
Once you have figured out what your organization needs to grow, choose a help desk with a mobile app to solve your business goals. There are many solutions, and you must find the most suitable one. 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.
