Digital customer service solutions including those provided by names such as Desk.com, Zendesk, Uservoice, GetSatisfaction, and Freshdesk took the Web by storm over the past few years, earning a well-deserved and meaningful place in the toolbox of Internet professionals.
Those solution providers listed above are certainly strong contenders in the race to provide the ultimate customer service experience for users but they are far from the only ones. There are some innovative solutions emerging which warrant some further research - here are a few more that have recently caught our attention.
UseResponse: An open-source feedback system, UseResponse offers unlimited users, access to the API, a wide range of features (e.g. user ratings, response priority) and customization opportunities (offers themes, provides email template customization and custom logos). Corporate users paying $499 annually (first year free) have additional functionality including a knowledge base, single sign-on, live chat, survey and polls, and more.
Deskero: A new breed of customer service platform, Deskero offers a strong help desk solution with all the basic (one-click reply and email import) and advanced (configuration rules) ticket management features, along with multi-channel support (including social and phone integration), a built-in knowledge base, tools to personalize the experience (domain mapping) , and numerous ready-made reports. Pricing ranges from free (one agent) to $78/mo for power users.
UserEcho: A three-in-one solution for customer support, UserEcho emphasizes features including its support community options, its helpdesk, as well as its built-in live chat. Paid plans range from $15/mo for 2 forums and three representatives (admins) all the way to $256 for advanced users which offers unlimited forums, representatives and far more features.
There is a long list of both open-source and commercial (along with all those 'freemium' options so popular today worth your attention and these three are certainly viable options - yet there are still others. Vendors including HappyFox, SupportBee, SupportFu, VisionProject, and others are quickly making a name for themselves.
What customer service and help desk solutions does your digital enterprise use? Share a comment below and Website Magazine will build a master list of digital customer service solutions for readers to access.
Digital marketing executive with proven experience in all aspects of search engine optimization (SEO), performance-based advertising, consumer-generated/social media, email marketing, lead generation, Web design, usability, and analytics. - 20-year Internet marketing veteran, currently serving as the Digital Marketing Campaign Manager at Antenna Group (formerly Chicago Digital). - Former Editor-In-Chief of Website Magazine, and a regular speaker on Web technology digital marketing strategy - Author of several books on digital marketing Including Web 360: The Fundamentals of Web Success; Affiliate 360: The Fundamentals of Performance Marketing; Domains 360: The Fundamentals of Buying & Selling Domain Names, and SEO 360: The Fundamentals of Search Engine Optimization.