Last Updated: April 2024
Are you looking to offer on-demand customer support to your customers? If yes, you are on the right track. That’s because on-demand support is crucial to meeting the needs and expectations of today’s demanding customers.
In fact, 87% of consumers want brands to set new standards by providing a higher level of customer service.
To offer on-demand support, you should use a cloud-based on-demand helpdesk with omnichannel support capabilities. However, there are over a ton of help desk software products out there that claim to offer on-demand helpdesk features, making it overwhelming for you to choose the best one for your business.
This is why we have shortlisted the top 5 on-demand helpdesk software options for your business as follows.
1. Saufter (Rating 5/5, 7 Reviews)
Features
Omnichannel support: Integrate live chat, email, phone, SMS, and social to offer omnichannel customer experience.
Knowledge base integration: Integrates knowledge base to live chat and self-service portal to auto-suggest help articles.
Automate e-commerce workflows: Returns, exchanges, orders modifications, order scanning, warranty issues requests, etc.
Customer history: On a single screen, view the entire customer history including every customer interaction.
Insights and reports: A dedicated dashboard for customer service KPIs and smart insights.
Pricing
Saufter offers personalized pricing upon understanding your business needs and the required on-demand helpdesk features. You also get a free trial to try the software for 15 days.
2. Helpscout (Rating 4.4/5, 373 Reviews)
Help Scout enables you to be accessible anywhere your customers need assistance and provides your team with the automation, organization, and collaboration tools they require to work more efficiently.
Furthermore, it enables you to keep things simple, move quickly, and concentrate on delighting customers, in contrast to enterprise help desks that are challenging to set up and require dedicated admins to manage.
Features
Shared inbox: Access tools for collaboration, automation, and organization to quickly respond to emails from customers.
Knowledge base: Promotes customer self-service and lessens the need for customer service interaction.
Personalization: When a customer contacts you, it helps to provide personalized customer service by displaying customer information, previous interactions, and app activity.
Integrations: Works well with Google Apps, Shopify, Slack, Hubspot, WordPress, and more.
Pricing
Helpscout offers three pricing plans with a 15-day free trial, as follows:
Standard – $25/agent/month
Plus – $50/agent/month
Pro – $780/agent/year
3. GrooveHQ (Rating 4.5/5, 120 Reviews)
GrooveHQ is an on-demand helpdesk tool that offers an email-like shared inbox for your customer service team, live chat for real-time support, an intuitive knowledge base, and more functions you need to offer customer support when needed.
Furthermore, the company claims itself to be the best Zendesk alternative. Best of all, GrooveHQ offers a 30-day free trial with full access to all features.
Features
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Omnichannel support: Offer customer service via phone, live chat, email, Twitter, Facebook, and SMS.
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Knowledge base: You can create a knowledge base and a customer portal with this helpdesk software.
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Ticketing: The automatically generated tickets are classified and sent to agents in a predetermined order.
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Reports: You can monitor CSAT, response time, and agent performance through their analytics and reports. Furthermore, gather customer opinions, peak hours, and conversation trends.
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Mobile app: Forward messages, add notes, mention coworkers, create, edit, and add tags to conversations, change assignees, and detect collisions.
Pricing
A 30-day free trial is available for the pricing plans below:
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Starter – $25/user/month
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Plus – $50/user/month
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Pro – $80/user/month
4. Front (Rating 4.7/5, 1739 Reviews)
Features
Reporting: Enables you to scale customer growth while tracking the performance of your teams and customer satisfaction.
CRM: Although it has a simple email inbox-like design, it is automated and therefore has CRM capabilities.
Collaborations: capable of managing all of your teams’ and departments’ cross-channel communication through assignments, shared drafts, and internal comments in addition to serving your customers.
Workflow automation: Reminders for next steps, assistance with agent onboarding, personalized responses, and many other features are also included in this app.
Integrations: Integrates well with Facebook, Instagram, Shopify, Salesforce, Asana, ChargeDesk, Dropbox, and many other applications.
Pricing
Front offers the following user-based plans:
Starter – $19/user/mo (2-10 users)
Growth – $49/user/mo (minimum 5 users)
Scale – $99/user/mo (minimum 20 users)
Premier – $229/user/mo (minimum 50 users)
5. Kustomer (Rating 4.4/5, 370 Reviews)
Kustomer is a ground-breaking customer service platform designed to manage high support volumes by enhancing user experiences at every stage of the customer service process.
It allows you to streamline client interactions through self-service, first-contact resolution with automated routing, and omnichannel interactions between customers and representatives.
Features
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Customer history: View every customer’s information in its entirety, regardless of the channel they use.
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Automation: Use chatbots to deliver a personalized experience and automate routine interactions across channels.
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Proactive support: Recognize customers’ needs in orders and take proactive measures to meet them.
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Boost CX: Streamline CX operations by integrating all data from various channels and systems. Enable automation, tagging, and routing as well.
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AI: Natural language processing (NLP) is used in artificial intelligence to shorten resolution times and suggest the best shortcuts to agents. Utilize it as well to automate time-consuming tasks like conversation routing.
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Knowledge base portal: Create a search engine optimized knowledge base and personalize it with Visual Theme Builder. Additionally, build numerous help centers and localize the content in more than 76 languages.
Pricing
Kustomer provides four pricing options with a 14-day free trial, as follows:
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Professional – $29/month/user
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Business – $49/month/user
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Enterprise – $89/month/user
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Ultimate – $139/month/user
Bottom Line
On-demand customer service is critical to growing your business and attracting repeat customers. If your business cannot provide satisfactory customer service, it will likely lag behind and eventually vanish into the crowd. Successful startups, well-known brands, and companies make sure to attend to their customers through a variety of channels.
All the on-demand helpdesk software listed in this post are the best. You can choose any of them based on your needs.
However, we suggest you look into Saufter. It has some unique features and add-ons like automated agent training, an agent marketplace, a returns portal, and more that make it stand out from the crowd.
Best of all, you don’t need a credit card to start your 15-day free trial!
