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462 results
HRM tool in Japanese that tracks employee changes and automates benefits, expenses, and health coverage.
Biz-Zero is an HR management system for Japanese companies that offer travel expenses, childcare, parental leave, and other employee benefits. Employers can customize expense coverage application forms, manually input employee information, and set up approval workflows. HR managers can also formulate online forms for employees and initiate procedures for life events. There are paperless form templates dedicated to every important life event, including tax-free childcare applications, parental leave, changes in the number of dependents, and moving home. The application stores employee information in a database, links different application forms on a list, sends gratitude notes, imports CSV files of employee data from various payroll applications, and produces daily reports.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Kiininet CXP enables various business communication channels to be improved and guarantees customer satisfaction.
Kiininet CXP is a tool that provides companies with effective platforms for communication with customers. The application has an integrated help desk with essential functionalities, helping provide their customers with all the attention they need. From the application's help desk, all the needs of registered users (customers, employees, or suppliers) can be coordinated, and it generates follow-up tickets according to fixed operational and attention parameters.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Helpdesk and service desk, designed to digitize business processes, with ticketing, customer contact, SLA's, SLO's and work registry.
CDESK is a helpdesk and service desk software that designed for the digitalization and standardization of a company's business processes. CDESK provides tools for, e.g. improving communication with customers, processing requests, registering employees' work time and keeping the SLA and SLO deadlines. For IT environments, CDESK meets requirements of a demanding Service Desk (ITSM tool).
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Video conferencing solution that helps businesses with live chatting, call routing, note taking, agent monitoring and more.
Video conferencing solution that helps businesses with live chatting, call routing, note taking, agent monitoring and more.
Learn more about Video Service Desk
Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Bonder is a digital On-Site Support solution which supports your customers and employees where it is important: at the product.
Bonder is the digital On-Site Support Tool that helps your customers fast and easy starting literally with your product. It provides a convenient mobile support portal that features self-service, documents, chat, spare parts and much more.
That enables your company to serve more customers faster and with higher quality. The solution combines back office, field support, partners and customers into an easy-to-use and unified support experience.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Easily automate dispatching, escalations, workload management and calendar scheduling in Autotask.
Easily automate dispatching, escalations, workload management and calendar scheduling in Autotask.
Learn more about Giant Rocketship
Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
A combination of both conversational AI platform & human interaction that helps businesses to capture potential leads.
The hybrid interaction service includes both AI chatbots and trained human executives, working in tandem at every step of the buyer’s journey using a feature-packed engagement system.
By automating simple customer queries using a chatbot, you can reserve human agents for more complex queries and improve customer satisfaction, eventually leading to increased conversions!
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Complete management of Asset, Materials, Documents, Safety, People and Suppliers,in accordance with ISO standards
AT4 SHELL is a fast, flexible and collaborative platform to schedule resources and plan projects.
It allows our Clients to manage people, safety, equipment, documents, and suppliers in one place.
We’ve designed it with customers at the core, it can be easily customized with just a few clicks tobe the powerful platform that enables you to track and manage all aspects of your Organization’s lifecycle.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
CASER seamlessly manages all incoming customer requests. It is the most user friendly case management application on the market.
CASER is a case management application that records, routes and handles all incoming customer questions in the form of a case or file. The software is completely customizable to fit various types of organisations.
CASER Legal Edition is tailor made for large legal enterprises featuring everything you need for legal claims management. CASER is also available as Red Edition, tailor made for large enterprises with separated front-and backoffices that need to work together seamlessly.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Claritick is a ticketing system that enables teams to capture and manage requests from your customers.
Claritick is the go-to platform for businesses seeking to streamline their customer request management. With its powerful ticketing system, businesses can capture, organize, and resolve customer concerns with greater efficiency and speed. This translates to a more seamless customer experience, improved customer satisfaction, and ultimately, increased revenue. So why wait? Sign up for Claritick today and start optimizing your customer support operations.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Pyla streamlines the management of employee entries and exits for IT teams.
Pyla is the employee entry/exit management solution that allows IT teams to manage all resources (hardware & software) in one platform, and a view by employee profile.
The app makes it possible to manage the catalog of resources, map "who needs what" when new employees starts, and trigger requests to all resource administrators (IT, General Services, Business managers) during each entry, exit, and internal mobility.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Infraon Infinity is a powerful ITSM and AIOps platform that includes workflow automation and business service management.
Infraon Infinity is a powerful ITSM and AIOps Platform that supports Incident Management, Change Management, Problem Management, Request Management, SLA, Knowledge Base, Hardware Asset Management(HAM), IT Asset Management(ITAM), Software asset management(SAM), Network Management System (NMS), IT Infrastructure Management that helps you track, manage, and control all of your customer, employees and assets efficiently.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Help Desk Software Buyers Guide
Table of Contents
What is help desk software?
Help desk software lets organizations respond to users more efficiently. These systems help answer technical and functional questions by providing improved methodologies for ticket tracking, IT management, and customer service support.
By integrating these elements, help desk software improves customer service departments' ability to provide fast and effective support to employees, end users, and customers. Help desk system also facilitates the flow of new information from users, contributing to an organization's existing knowledge base. Help desk software is also known as IT ticketing systems.
The benefits of help desk software
- Increase customer satisfaction. High satisfaction leads to a better overall product, increased customer loyalty and retention, and more revenue. One of the key ways to achieve customer satisfaction is improving your overall customer service experience. Help desk system helps ensure that customers receive focused, tailored support and that their issues don't fall through the cracks.
- Improve employee productivity. When used as an internal IT support tool, help desk system can ensure more uptime for in-house technology systems and help your IT team better track and manage incoming requests for help. Research shows that help desk systems impact ticket resolution time, agent productivity, and agent job satisfaction.
Typical features of help desk software
- Knowledge base management: A searchable repository of common questions/issues and previously resolved problems that can be publicly available to customers or reserved for internal use.
- Ticket/issue tracking: Tracks interactions and automates the issue resolution process.
- Alerts/escalation: Automated email or SMS alerts ensure urgent issues are communicated promptly, while escalation allows reps to advance issues to managers.
- Self service portal: Allows customers and employees to track their own tickets, solve issues themselves via the knowledge base, and communicate with service agents.
- Service level agreement (SLA) management: Creates, tracks, and applies the correct service level agreement to the right customer or site.
Capterra's help desk software directory lets you filter by feature(s) to only view options that meet your business needs, which can help you narrow your software shortlist.
Considerations when purchasing help desk software
- Integration with existing customer tools. If your company already has a customer relationship management (CRM) system in place, make sure any help desk system you consider is compatible with that system. If the systems can't integrate, not only will you duplicate effort, but you may also lose data when toggling between systems.
- Try before you buy. As with any software purchase, take advantage of trial periods and free training before making a monetary commitment. Many help desk packages are entirely cloud-based, allowing an easier test drive.
- Be realistic about your budget and the total cost of ownership. As far as business software goes, help desk software is not particularly expensive (comparatively speaking). But don't let that lull you into thinking it's cheaper than it is. Our research found that help desk software buyers actually spent $1,200 more on average in a year than they expected. Be sure to research the total cost of ownership before committing to any system.
Relevant help desk software trends
A large portion of the changes and advances happening within the customer service and support industries are related to help desk software. Here are some help desk technology trends to understand to future proof your purchase:
- Conversational user interface and help desk chatbots. Alexa and Siri have popularized the idea of a conversational user interface - using your voice and natural language to control a computer or retrieve information from one. While customer service teams are already experimenting with chatbots and other time-saving tools, expect to see more support for voice-based UIs that help customers solve their own issues and access knowledge base resources. According to our research, 68% of small and midsize businesses (SMBs) are using or plan to use conversational user interfaces within the next one to two years.
- AI and "anticipatory customer service." AI and machine learning are hot topics in just about every industry right now, and have some intriguing applications in the help desk technology realm. As an example, machine learning algorithms trained on customer data and service tickets could enable anticipatory customer service, letting you resolve a customer's issues before they even know there are any. According to a Capterra research, 53% of SMBs are using or plan to use AI technology within the next one to two years.