27 june 2024, 14:33
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At UniOne, friendly, accessible, and user-centric customer support is one of the top priorities. We do our best to respond to users in up to 5 minutes providing all the information they need as soon as possible. However, it could be much harder to do without having reliable SaaS assistance. If it's something crucial for your business as well, you might be trying to figure out which tool to choose to make your customers connected with your business. Once you've noticed that there are so many options out there as most of the tools follow best SEO practices, you could find this journey too overwhelming. Yet, don't give up, as we decided to provide some assistance here too. Thus, we've done some digging and put together a comparison of the top seven solutions in 2024 for SMBs to provide clients with the best caring experience ever. Hopefully, it will help you make a more informed decision. Here’s a rundown of Usedesk, Help Scout, HappyFox, Hiver, Zendesk, Zoho Desk, and Intercom.
Main Things to Consider
Before jumping into the specifics of each tool, here are some key factors to keep in mind:
- Ease of Use: The platform should be easy for your team to learn and use.
- Integration Options: Check if it works well with the tools you already use (like your CRM or email).
- Customization: You’ll want something that you can tailor to fit all your company's needs.
- Scalability: Make sure it can handle more interactions as your customer base grows.
- Support: Look for platforms that offer great support on their side and can assist with onboarding processes.
- Cost: Consider what fits within your budget.
Now, let's get into the details.
Usedesk
What It Offers
Usedesk is all about making things simple. It lets you handle customer interactions across email, chat, social media, and phone from one place. Plus, you can automate repetitive tasks, which saves a lot of time.
👍 Like For:
- Really easy to set up and use.
- Doesn’t break the bank.
- Great automation features to keep things running smoothly.
👎Dislike For:
- Not as many advanced features as some others.
- Integration options are a bit limited.
👌Best For:
- Teams looking for something affordable and easy to use.
💸 Pricing:
- Offering a 14-day free trial, Usedesk has a personalized pricing approach with individual offers based on specific needs. Starting from $20 billed per user monthly.
Help Scout
What It Offers
Help Scout has a shared inbox for your team to manage customer emails together. It also includes a knowledge base, live chat, and detailed client profiles.
👍 Like For:
- Super user-friendly.
- Excellent features for team collaboration.
- Effortless client management.
👎Dislike For:
- Not a lot of customization for workflows.
- A bit pricier than some alternatives.
👌Best For:
Companies that need something easy to use with good teamwork features.
💸 Pricing:
Starts at $20 per user per month with annual billing, and provides a 15-day free trial.
HappyFox
What It Offers
HappyFox gives you a robust ticketing system to manage support requests. It also supports multiple languages and has strong automation features.
👍 Like For:
- Comprehensive ticketing system.
- Great self-service options.
- Multilingual support.
👎Dislike For:
- More expensive plans with advanced features.
- Taking a bit longer to get used to it.
👌Best For:
Businesses searching for a powerful ticketing system communicating in different languages.
💸 Pricing:
Starts at $9 per agent per month with a 2-year subscription.
Hiver
What It Offers
Hiver integrates directly with Gmail, making it easy to manage support emails. It also has tools for collaboration, analytics, and automation.
👍 Like For:
- Working seamlessly with Gmail.
- Great collaboration features.
- Budget-friendly plans.
👎Dislike For:
- Being focused on email support mostly.
- Possible compatibility issues.
👌Best For:
Teams already using Gmail and looking for an easy integration with Google Workspace.
💸 Pricing:
Starts at $19 per user per month if billed annually, with a 7-day free trial.
Zendesk
What It Offers
Zendesk is a big player in the market of help desk tools. It handles interactions across email, phone, chat, and even social media, offering advanced analytics and AI features.
👍 Like For:
- Being full-featured for businesses of all sizes.
- Advanced analytics and reporting.
- High level of customization and scalability.
👎Dislike For:
- Costly plans.
👌Best For:
Companies planning to grow rapidly and willing to have many features for their customer care department.
💸 Pricing:
The minimum is $55 per agent monthly within annual billing; a free trial is available.
Zoho Desk
What It Offers
Zoho Desk lets you manage support across multiple channels and uses AI to help automate tasks. It also integrates well with other Zoho products.
👍 Like For:
- Affordable tariffs.
- Strong AI and automation.
- Seamless integration with other Zoho tools.
👎Dislike For:
- Limited third-party integrations.
- Some performance issues reported.
👌Best For:
Businesses already using Zoho products and willing to have an integrated help desk solution.
💸 Pricing:
Starts at $14 per user per month if billed annually, with a free plan for up to three users.
Intercom
What It Offers
Intercom is excellent for real-time customer engagement with live chat and bots. It also offers detailed customer profiles and targeted messaging.
👍 Like For:
- Fantastic live chat and request automation.
- Powerful customer data platform.
- Advanced messaging features.
👎Dislike For:
- Higher cost.
- Being tricky to set up.
👌Best For:
Companies focusing on real-time customer interactions and personalized service.
💸 Pricing:
Starts at $39 per seat every month, with a 14-day free trial.
Conclusion
Making the right choice of a solution to satisfy your customers with how your team processes their requests often comes down to what the business needs right now. Usedesk and Help Scout are great for ease of use and collaboration, while HappyFox and Zoho Desk are excellent for more robust features. In Zendesk, you'll find a lot of advanced capabilities for growing businesses, while Intercom shines in real-time customer engagement. Hiver is perfect if your team is all about Gmail. And if you decide to look more into providing phone support, consider PBX Software with call tracking for customer data insights in addition to a help desk.
Think about your priorities and budget, and hopefully, this breakdown helps you find the right fit.
