13 Best Help Desk Tools and Call Center CRM Software for Business

Customer service should be the most important aspect of your business if you care about sustained growth.

The capacity of your customer service team will go a long way to determine the difference between meeting and exceeding customer expectations. This grave situation, therefore, amplifies the need to use the best help desk tools and call centre CRM software.

So if you are searching for the best help desk tools to kickstart your support operations, your search ends right here. In this article, we have listed the best help desk tools and call centre CRM software along with features and pricing. Let’s get started!

1. Help Scout

Help Scout is customer service, help desk software, and call centre CRM software for different business sizes. With Help Scout, users can work without interruption across departments or manage several products from a single account.

The collaboration feature makes it possible for everyone to be kept on the same page. Users can use the collision detection feature to know who is viewing or replying in real-time. Help Scout allows users to automate all actions, send bulk replies, and create custom folders.

Help Scout integrates easily with services like Olark and Snap Engage so that all the chats can be automatically saved in the customer’s profile. Its pricing plan starts from $15/user/month.

2. Freshdesk

Freshdesk is a help desk software product by Freshworks. It is also a cloud-based omnichannel help desk tool and call centre CRM software that has multiple features based on the tickets created. Freshdesk allows you to integrate information from multiple channels like phone, email, chat, and social media.

Its team huddle feature helps to bring in expertise on complicated or escalated cases. Freshdesk’s multiple features are mostly production-oriented making it easy for teams of all sizes to collaborate and deliver a great support experience for customers. Its pricing is $19/user/month.

3. Freshdesk Contact Center

Freshdesk Contact Center formerly known as Freshcaller is a cloud-based solution and call centre CRM software to help businesses improve their customer experience in an affordable and less stressful way.

A smart contact centre can be deployed with zero phone hardware using the Freshdesk Contact Center. Some of its unique features include multi-level IVRs and customizable business hours.

Freshdesk Contact Center integrates with leading CRM and Helpdesk tools, to enable your sales and support teams to work productively. Its pricing starts from $15/user/month.

4. Freshdesk Messaging

Freshdesk Messaging previously known as Freshchat is messaging software and call centre CRM software that customer engagement teams can use to talk with potential customers on the website, social and mobile.

Freshdesk enables businesses and their teams to take advantage of the context-driven messaging experience through features like triggered messages, contextual information, in-app campaigns, sales bot and intelligent message routing.

Freshchat can be used to bring all the conversations across different platforms like the website, web app, mobile app and social messaging apps into one inbox. Its pricing starts from $15/user/month.

5. Freshservice

Freshservice is an online IT help desk from Freshworks. This call centre CRM software focuses on user experience overlaid on top of powerful ticketing and asset management capabilities.

With Freshservice, you can configure and automate repetitive tasks, prioritize tickets for approval, and notify users automatically. This tool also lets you create a knowledge base from which users can look up solutions on their own and raise requests directly from your portal if required. It has a pricing of $29 per user per month.

6. Desk360

Desk360 is an omnichannel customer support tool and call centre CRM software that is used to communicate with customers, gather and manage all messages on the same page and also give live support.

With Desk360, an inbox can be created for your mobile apps or websites and you also get to receive detailed reports on both the products and users. Special agents can be assigned to specific products. This feature helps to encourage cooperation between teams and increases their performance.

Compared to other alternatives, Desk360 is far more affordable and user-friendly. Its pricing starts from $19/month.

7. Helpshift

Helpshift is an in-app customer engagement, web-based customer support platform, and call centre CRM software that helps mobile apps to improve their customer experience, get higher ratings and increase retention.

Helpshift meets customers in their preferred context and makes it easier for businesses to care for their customers through in-app FAQs, in-app Chat and relevant device data, to provide customer care throughout the mobile user’s experience. With Helpshift, users can send messages to teams running the app without having to interrupt their own user experience.

Helpshift has a unique pricing model that is based on completed customer service interactions. This means that you only pay for the issues that you resolve with Helpshift. This software is completely free for agents. 

8. HelpCrunch

HelpCrunch is an in-app messenger service that allows you to monitor your customer data, set auto-responses, educate your customers, and quickly deliver a resolution. Its multi-channel support feature makes it very easy to collaborate with agents in real-time.

HelpCrunch offers a performance tracker feature that can be used to monitor the team’s productivity and find opportunities for improvement. Its multilingual service helps you to localize or translate your widget and messages especially when you expect visitors to land on your page from different geographical locations. Its pricing is $15/user/month.

9. Helpwise

Helpwise is a team inbox for support teams to reply to customer queries across multiple channels. Presently, Helpwise offers team inboxes for email, SMS, WhatsApp, Facebook, Twitter and Live chat. Helpwise allows you to send messages to your colleagues within conversation threads, snooze conversations and assign conversations to other team members.

Apart from shared team inboxes, Helpwise also provides additional features like a website chat widget and knowledgebase. Helpwise integrates other business tools to provide you with full context and information about your customers within the conversation. Its pricing starts from $12/user/month.

10. HelpDesk

Helpdesk is an online ticketing system that offers easy-to-use features and an intuitive user interface that are designed to simplify your team’s efforts. Helpdesk makes it possible for you to keep track of all the messages from your customers.

Issues from customers can be resolved with the use of tags, ticket assignments and private messages. This is one tool that can increase the productivity of your team. HelpDesk pricing plan starts from $5/user/month.

11. LiveChat

LiveChat is an online chat software and call centre CRM software that allows customer service agents to contact customers directly on their website, social media or a messaging app. It is easy to implement, customize and rebrand.

LiveChat often gives the impression of a simple chat window that can be seen on a website but it is a powerful customer service software that performs all communication needs of companies. LiveChat integrates with more than 100 SaaS solutions.

LiveChat is a well-known provider of customer service solutions in the world. Its pricing starts from $16/user/month.

12. Intercom

Intercom is a Conversational Relationship Platform (CRP) with which you can build better customer relationships through customized, messenger-based experiences across the customer journey.

Intercom is used by many big companies such as Shopify and New Relic to deliver conversational customer experience through chats and bots. With Intercom, you’ll be supported by a dedicated team of sales and support specialists, providing best practices, and industry insights, and help scale your team with Intercom. Its pricing plan starts from $38/user/month.

13. LiveAgent

LiveAgent is a help desk tool and call centre CRM software specially designed to meet the needs of small and medium businesses. It helps users to have a closer connection with their customers and also helps them achieve a faster resolution.

LiveAgent has a universal inbox feature that is similar to your email inbox. Its hybrid ticket stream lets you access and communicate with your customers through multiple channels. LiveAgent also offers a real-time chat that has the ability to provide convenient and exact answers that customers want. Its pricing is $15/user/month.

Best Help Desk Tools and Call Center CRM Software

Here are some of the best help desk tools and call centre CRM software for your business:

• Help Scout.

• Freshdesk.

• Freshdesk Contact Center.

• Freshdesk Messaging.

• Freshservice.

• Desk360.

• Helpshift.

• HelpCrunch.

• Helpwise.

• HelpDesk.

• LiveChat.

• Intercom.

• LiveAgent

Finding the right help desk tools and call centre CRM software for your business doesn’t have to be a herculean task and this article makes sure of that.

We have done all the hard work for you and with this information, you are just one step away from enhancing your team productivity and monitoring how happy your customers are with your process.