Just as there are many startups, there is a ton of different service desk systems. The market is full of all kinds of tools and picking one can be a tough challenge. You as a startup need to tread carefully as each move can mean a difference. Thus, to help you understand better what kind of customer service startup you might need, we decided to analyze five of the best help desk for startups.
In this analysis, we’ll be covering a number of different things, ranging from price, key features, usability, and ending in communication, advertising possibilities, etc. So, sit tight, grab yourself a cup of coffee (or tea) cause we are to start.
Grasping the Free Price Systems
Before we proceed to the analysis itself, it's critical that you understand how each subscription plan works. So, first thing first, there is the ever so compelling free plan that at glance, might actually solve a number of different problems. However, keep in mind that not all free plans are made equally as there are some that can actually eliminate some issues. There are those that will create an artificial need for an upgrade, too.
The first plans are usually called “Freemium”. These plans can deliver great startup customer service features but in a limited quantity. Yes, for instance, with a “Freemium” plan, you can come across limitations such as 5 reports per month, or only 1 automation slot.
The second variant is usually referred to as just “Free”. The key idea behind this plan is to show the customer a few basic features that will solve a few problems. These tools aren’t exactly ideal startup customer service systems as you are not able to access most of their functionality and there’s very little you can do.
Lastly, there are trial plans. These are feature rich tariffs that have a slew of cool features. But all of this becomes unavailable once the trial period passes. Some companies set it to 30 days, others put it on a 7 day. So, your mileage may vary.
Ranking the Best Help Desk Systems
Instead of talking about all of the popular options, we’ve decided to pick those that we think are the best in their class. We will also be focusing heavily on their free plans as those are generally very popular among startup companies due to accessibility. So, here are the five best help desk for startups.
Few companies offer such a high level of joint solutions as Zoho. Home to almost 40 different software platforms, Zoho Desk has solidified itself as one of the most reliable and function service desk tools on the fair. So, you might be wondering, what makes Zoho Desk a good choice for startups, and the answer is quite simple, it is its ability to adapt to any kind of business model.
You see, unlike other help desk system on the market, Zoho service desk can configure to any specific type of commerce. For instance, if your business specializes in selling televisions, you can adapt each function to your needs. You don’t have to be limited to just one form of distribution and can add all kinds of channels that aren’t exactly conventional.
Another vital feature of Zoho is its price to performance ratio. The company offers one free plan (that supports up to 10 agents) and two paid plans but we’ll touch on the free one as its quite interesting. For starters, you get web reports, work styles, knowledge base, domain mapping, team provisions, and even manager dashboards. You’ve heard us right, all this is in the free plan. If you operate on a small scale with select few agents, then this help desk for startups is for you.
Next on our list is Kayako. Famous for its easy-to-use help desk system, this tool for modern businesses is also a good fit for customer service startups. The main features of this help desk tools revolve around live chats, self-service, and emails. Also as part of the feature-set, Kayako generates performance reports and industry insights using consumer requests. These queries on their own include things such as trend info, performance metrics, and data on potential bottlenecks.
Aside from reports and analytics, with Kayako, startups can automate a number of things. This can help save money in the long run as a lot of mundane work will be removed. Speaking of mundane work, thanks to the included rerouting options, you can aggregate huge amounts of data into one, easy to read, place. This hub will be constantly updated and thanks to the Live Feed system, you don’t have to worry about that you’ve missed something.
As for the pricing, Kayako comes in five, cheap service plans. These plans will perfectly fit both small and large organizations and in case you were wondering, yes Kayako does have a free plan but its bare bones in terms of features. We suggest you go with the starter plan that includes over 650 integrations with Zapier, live chats, real-time collab 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.
This seemingly simple help desk platform actually packs a huge punch when it comes to tools for reporting, analyzing, and accelerating work. Designed with modern IT companies in mind, Freshservice is a perfect fit for startups that sell software as a service. The reason why it's so good is the fact that it has one of the best ticket systems and an asset development tool.
Those who opted for Freshservice can expect good merchant supervision, problem control, bug tracking capabilities, asset assignment system among others. Its a well-rounded mechanism and each operation are carried out fast and of high accuracy. Never did it bug out or hang on us. Aside from good stability, users can set up a number of self-service portals for customers, as well as rely on a nice notification system.
And the good thing about all this is the fact that the price range is actually pretty compelling. The vendor offers up to five different plans. And, in case you need to test things out, you can always use the free trial. But generally speaking, you won’t need to spend a fortune to get the most of the tool. Even if you don’t look for paid options, using the company’s free offerings, you get access to canned responses, SLA administration, programmed ticket distribution. Also, as an added bonus, you can download the iOS or Android app. 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 on our list is a newcomer - SolarWinds. But don’t mistake it for being new and inexperienced as this tool has good people behind it. So, for those of you who are in doubt, SolarWinds is the next logical step for Samanage. Yes, SolarWinds bought Samanage and this is their newest product. Suffice to say, its pretty good for something that is still actively in development.
Alright, now that we know this, it’s time to talk about the features, and features they have. You see, SolarWinds took the best that was in Samanage and brought it to the next level. Companies that opted to use SolarWinds can expect a wide range of solutions for all kinds of IT related things. Be it networks, apps, cloud, virtualization or outright hardware development, SolarWinds got you covered. Thanks to the included automation system, users can forget about rerouting tickets, assigning agents, responding to messages, etc. The knowledge base editor is also quite good whereas the live chat functionality is spot on.
Now keep in mind, as the name suggests, this is the free version of the tool. Those who want more options can opt to use the $700 plan. It includes a number of cool additions such as the LDAP authentication, collision detection, as well as prevention, and omnichannel branding. On the final note, we’d like to stress that as of right now, the company does not provide a mobile application. This can certainly be a deal breaker for some of you.
So that about wraps our best help desk for startups article. We understand that there are many more things we haven’t covered and that there are many more service desks for startups. But in our defense, we did cover the most popular options. And hopefully, we managed to help you pick the right tool for your emerging business. But that’s all for now and see you in our next article.