The Best 8 Web-Based Help Desk Tools for SMBs

Software as a service (SaaS) has exploded in recent years, and customer service is another industry affected by this trend. Many SaaS companies offer B2B customer service software to help small businesses manage growing service demands. These tools are also powerful and can have a huge impact on the customer experience, from ticket management to chatbots and knowledge bases.

Helpdesk is a SaaS product that bundles customer service tools into one central hub. They provide a one-stop shop for customer service teams that need to integrate software for sales reps to operate. The help desk support services email, chat and phone support channels and can provide an in-depth analysis of the performance of each medium.

There are several formats and layouts for help desks, but the fastest growing style is the web-based help desk. These help desks provide flexible, customer-oriented internal functions that your service and support team can use on a daily basis.

What Are Web-Based Help Desk Tools?

The web-based help desk tools are online software that help customer service teams perform daily operations and functions. It provides customer service representatives with a variety of features that enhance their ability to complete workflows and tasks. These features include tools like ticketing systems, knowledge bases, and live chat support.

Web-based tools are useful for small businesses because they tend to be cheaper and easier to adopt. Rather than downloading expensive software and creating custom codes or APIs, web-based tools only require logging in through a web browser. The company creates an account on the service's website and the employee logs in to the help desk as a user. This makes it easy for sales reps to log in and start on business days.

Why Choose Web-Based Help Desk Tools?

"We are not big companies. Why do we need this? We already have a call center and email support and they are doing a great job." Although our customer service team can satisfy the needs of our clients. As the company continues to prosper, its demand grows.

Web-based help desk tools help teams manage large numbers of service requests without incurring significant financial risk. In fact, there are many free tools available that give teams the basic functionality to enhance their experience. Also, if the tools do not function properly, the company is not responsible for repairing them. Want to try web-based services with minimal financial risk at stake?

If you're ready to embrace a web-based help desk, check out our list of the best web-based help desk tool providers below.

1. HubSpot

HubSpot offers free help desk tools as a component of the Service Hub package. HubSpot's helpdesk includes a ticket management system and automation features that streamline agent workflow. It also includes proactive service options, such as a knowledge base and live chat tools that you can easily install on your website.

The best thing about HubSpot tools is that they are all focused on helping your business grow. All tools come with a detailed analysis that analyzes the performance of each feature you are using. Customer service managers can monitor these reports and use the results to make recommendations to both service personnel and product management teams.

2. AnswerDash

AnswerDash provides a help desk that enables customer service teams to easily implement and integrate new tools. There is a continuous onboarding process that imports customer data and content directly to the platform. Teams can quickly transfer existing content from frequently asked questions and knowledge bases to AnswerDash for quick access to troubleshooting information.

AnswerDash also has self-learning software to predict possible customer failures and their solutions. Second, it provides practical steps the customer service team can take to avoid future customer frustration. Having this kind of proactive information helps teams anticipate customer demand and eliminate competitors.

3. Oracle

Oracle Service Cloud aims to provide an easy-to-use service platform for teams. It provides a team portal that all staff can access and also has the option for staff to log in via their mobile device. If your team is stagnant or have questions about specific tools, Oracle offers live action and self-service support options such as video chat and virtual assistants. In this way, your team can quickly implement new tools without risking any negative impact on your experience.

For Oracle-provided features, the help desk comes with email support tools to help teams respond to email tickets in a timely manner. In addition, guided support options allow staff to guide you through the troubleshooting steps. Such a hands-on approach to customer service is a way for companies to ensure customer success during all interactions.

4. Apptivo

Apptivo is a help desk with various customization options. Users can customize ticket layouts, contact form fields, and even the in-app interface. Additionally, Apptivo prevents potential internal confusion by allowing users to limit their view access to custom settings. This allows team members to customize their workflow to their liking without affecting their colleagues.

5. Digido

Dezide is a platform focused on quickly solving customer problems, especially through self-service options. For example, one of the most notable tools is a customer workflow. Most companies believe that workflows are used to optimize employee behavior, but Dezide's customer workflows make it easy for customers to resolve their service requests without a representative.

Another useful feature provided by Dezide is a system to deliver incoming service requests. We use learning technologies to evaluate customer cases and select the best employees to meet their needs. In this way, customer failures are always resolved by the best employees to resolve them.