CHICAGO, Jan. 8, 2015 /PRNewswire/ -- The updated Grid(SM) report for help desk software, published today by business software review site G2 Crowd, ranks nine products to help purchasers in their selections.
The Winter 2015 report is based on more than 600 reviews written by business professionals.
The Grid(SM), which is created from G2 Crowd's software review engine, factors in customer satisfaction reported by users and vendor market presence determined from social and public data to rank products.
Help desk tools are designed to provide a customer with information and support regarding a company's products or services. Help desk software provides a ticketing system for staff to organize and respond to customer inquiries that have been submitted via email, phone, or social media, as well as create information portals on the company's website.
To qualify as a Leader on the Grid(SM), a product must receive a high customer satisfaction score and have substantial market presence. Freshdesk, Zendesk and Desk.com were Leaders. High Performers have high customer satisfaction scores with a smaller market presence than Leaders. TeamSupport, Help Scout - a newcomer to the Grid(SM) - and HappyFox were named High Performers. TeamSupport earned the highest overall customer satisfaction score.
This Grid(SM) charts only best of breed help desk software by scale and satisfaction and excludes broader CRM suites. These often include strong help desk capabilities such as Salesforce CRM, Microsoft Dynamics CRM and SugarCRM, which are included in a separate CRM platform Grid(SM). Based on their budgets and requirements, buyers can use the Grids(SM) and reviews on G2 Crowd to help decide whether a standalone help desk product or a broader CRM suite is a better fit for their needs.
Across all help desk platforms, reviewers reported the product they use meets their requirements at an average rate of 85%, and on average reviewers said they were 87% likely to recommend the product they use.
Some highlights from the help desk reviews on G2 Crowd:
"From the start of our engagement with Freshdesk, we've found them an excellent company to work with. It took us a very short amount of time to configure the tool to work with our own environment (loading agents, integrating security, branding etc.) and the user experience is outstanding. The UX is sophisticated and modern, but feels warm, so change management with our team was significantly easier (i.e. it's not an intimidating tool to use)."
- Paul Cardno, UK & Ireland Business Systems Manager at 3M
"Zendesk allows us to manage a ton of support, developer and product backlog data in one place…[it] is very open ended so that we can add whatever data we see fit. [It is] possible to run a lean support team while experiencing large company growth and not let anything go overlooked...Also, Zendesk as an organization is very receptive of feedback and will turn around and build what people ask for. They truly listen to customers."
- Robert Deutsche, Director of Support at Wiredrive
"Desk.com is a robust way to manage our support tickets with our team, as well as track important custom labels and user information. The improvements to the reporting tool (Business Insights) have been great and has improved our executive level custom support ticket reporting, as well as eliminated time that used to be spent manually running these reports in Excel."
- Jacqueline Coleman, Member Services and Product Specialist at Eved
"We use [TeamSupport] to manage all of our internal customer requests. From maintenance to marketing, this software offers the flexibility and manageability we need to get the job done. In our busy veterinary hospitals patient care is our top priority so we depend on tools like [TeamSupport] to work seamlessly and reliably. The tool and the support team have never let us down."
- Luanne Barry, Call Center Director at IVG Hospitals
"The longer you use HelpScout, the more abundantly clear it becomes that its developers care deeply about customer satisfaction. From updates to the dashboard to integration with Google Apps, I've found just about every new feature incredible helpful. No fluff! It's easy to appreciate new features that don't get in the way, but instead tackle real user pain points."
- Fhiwa Ndou, Startup Concierge at MassChallenge
"[HappyFox makes] it super simple to handle customer tickets, and [your] staff can work from anywhere. [It's easy] and intuitive once you've set it up correctly."
- Maurice Cherry, Founder/Editor at Revision Path
Of the more than 40 software vendors listed in G2 Crowd's help desk software category, the nine ranked products each received 10 or more reviews to qualify for inclusion on the Grid(SM).
Satisfaction rankings are generated from the user reviews, and market presence is calculated from vendor size, market share, and social impact. Based on a combination of these scores, each software solution is categorized as a Leader, High Performer, Contender, or Niche.
Premium research access can be purchased on the site for $599. This offers the original data for filtering and weighting, as well as individual profiles of each platform with the most helpful positive and negative help desk software reviews, detailed company information, user satisfaction ratings, feature scores and customer metrics. Future refreshes of the Grid(SM) will provide updated rankings based on the latest reviews and social data.
Be sure to check out the new Grid(SM) for the best help desk software and subscribe to the premium research.
About G2 Crowd, Inc.
G2 Crowd is a leading business software review platform that leverages its more than 20,000 user reviews to drive better purchasing decisions. Technology buyers, investors, and analysts use the site to compare and select the best software based on peer reviews and synthesized social data. Co-founded by the founder and former executives from SaaS leader BigMachines and backed by more than $4.5 million in capital, G2 Crowd aims to bring authenticity and transparency to business technology research. For more information, go to G2Crowd.com.
SOURCE G2 Crowd, Inc.