11 Best SaaS Help Desk Software to Simplify Customer Support

In today’s customer-centric business world, success hinges on delivering exceptional service. But with rising expectations and fierce competition, how can companies consistently delight their customers?

The answer lies in the right tools. SaaS help desk software empowers businesses to streamline support, resolve issues faster, and build lasting customer relationships.

In this blog, we’ll explore top SaaS help desk solutions, their key benefits, and best practices to help you elevate your customer support game.

Let’s dive into it!

What is SaaS help desk software?

SaaS (Software as a Service) help desk software is a customer support solution delivered over the Internet. It helps customer service teams manage and track support requests from different customer service channels in a unified platform.

Modern SaaS help desk platforms have features such as task automation, AI assistance, and reporting tools to help support teams work more efficiently.

SaaS help desk software can be accessed from anywhere for a subscription fee, making it more reliable and affordable than traditional help desk software hosted on company premises.

What are the benefits of using SaaS help desk software?

The overall SaaS market is expected to keep growing as companies of all sizes worldwide adopt SaaS solutions.

A study by Statista shows that in 2023, the SaaS industry was estimated to be worth approximately 197 billion U.S. dollars.

Below are some benefits of SaaS help desk software solutions that improve customer service efficiency:

• Minimizes costs: With a SaaS help desk, you don’t need to invest in additional hardware, such as servers, to host the software. Moreover, you don’t need to hire a team to develop your app. This saves your company a lot of resources.
• Quick set-up: SaaS help desk software requires little time to download, install, and run. The setup procedures are often very simple. Unlike traditional on-premise software, you can have your help desk up and running within a few hours.
• Scalability: SaaS companies can handle an increasing number of users and accommodate additional functions that you can add onto your existing subscription as your business grows.
• Enhanced accessibility: You can access SaaS help desk software anywhere, anytime, on different devices such as smartphones, tablets, or desktops. All you need is an internet connection. This facilitates remote customer service and collaboration that drives business success.
• Frequent updates: SaaS companies regularly release updates to ensure customers can access the latest security patches and features. This makes SaaS solutions secure and very reliable.
• Improved data security: Besides having robust infrastructure with advanced security measures like firewalls, intrusion detection systems, and encryption technologies, SaaS companies also comply with global regulations like GDPR and HIPAA that guarantee data security.

Features of help desk software that’s SaaS

SaaS help desk software includes various features that increase the efficiency of your support team and streamline your customer service.

Below are some key features the software should have.

Ticketing system

A help desk ticketing system efficiently converts customer requests from email and social media into support tickets.

The ticketing system for customer support further prioritizes and routes these tickets to the appropriate agents and tracks them to resolution.

Omnichannel capabilities

Omnichannel customer service allows customers to get support and assistance via their preferred communication channels.

These interactions are centralized in a single inbox, making it easier for support teams to track and manage conversations from different channels such as social media, live chat, and email.

Self-service options

SaaS help desks offer multiple self-service options to ensure customers get the help they need whenever needed. This can include:

• A knowledge base with tutorial videos and how-to guides.
• A detailed FAQ section to help clients resolve issues independently.

Automation capabilities

Automation features in a SaaS app help you automate repetitive tasks like prioritizing and organizing tickets, assigning them to the appropriate agents, and setting up SLAs for quick resolution. This improves agent productivity and streamlines the support process.

SaaS help desk software allows you to tailor it to match your brand’s colors, logo, and design. This enhances your branding efforts and provides a unified customer experience across all touchpoints.

Integrations

Third-party integrations with CRM systems, project management software, and ecommerce platforms ensure that your SaaS help desk for customer service is holistic and integrated in all aspects of your business.

How to choose the best help desk SaaS software

With so many SaaS help desk platforms out there, picking the right one can feel like finding a needle in a haystack.

But the right choice can transform your customer support from good to exceptional. So, what should you look for?

Below are a few points to consider:

Affordability

SaaS help desks are often subscription-based, where you pay monthly or annually, unlike on-premise alternatives. With this model, you can cancel a subscription at any time whenever the app no longer serves your needs.

Most SaaS providers also offer varying price plans for businesses with different needs. You can pick SaaS help desk solutions that fit within your budget and offer value for money

Scalability

As your business grows, your requirements might change. Therefore, you need a SaaS solution that can adapt to your business’s changes.

It should accommodate additional functions and users, so you won’t need to subscribe to multiple plans when your business expands.

Ease of use

SaaS help desks software should have simple setup procedures. The software should be user-friendly, enabling agents to set it up and run it quickly and easily. Customers should be able to easily navigate the platform and troubleshoot issues as well.

The benefit of choosing a user-friendly SaaS is that you don’t have to spend a lot of time on training and onboarding. Instead, you can concentrate on providing customer care.

Security and compliance

It is crucial to check whether the SaaS help desk vendor you choose complies with SaaS industry regulations such as SOC 2 and GDPR (General Data Protection Regulation). They should be ISO certified. This will build customer trust in the safety of your Saas help desk offering.

Free trials

A good SaaS help desk software should have a free trial period to allow you to try out the features before purchasing. This ensures that you do not end up with features you do not need or get tied up with a subscription that doesn’t serve you.

Top SaaS help desk examples

You must carefully analyze and compare the options available to pick the right help desk for your business. We’ve put together a list of some top SaaS help desk software for you to pick from.

BoldDesk

BoldDesk is an AI-assisted SaaS help desk solution that offers a range of cutting-edge, user-friendly support functions that allow businesses of all sizes to provide excellent customer service.

It consolidates customer inquiries from different communication channels into an omnichannel inbox, giving agents a unified platform for tracking, resolving, and managing tickets.

Uniquely, BoldDesk bridges language barriers by allowing businesses with clients from all over the world to provide support in a variety of languages with its multilingual support feature. This has helped it garner many positive SaaS help desk software reviews.

Key features of BoldDesk

• Robust ticketing system: The SaaS help desk automatically converts support emails into tickets and assigns them to service agents, streamlining the support process.
• Live chat: BoldDesk’s live chat software allows you to provide real-time customer support. It integrates into your website so your support team can respond immediately to customer inquiries, provide tailored support, and build stronger relationships.
• Multichannel support: The platform offers multiple support channels, such as phone, email, social media, and live chat, in one combined portal.
• Knowledge base: You can create and update detailed articles and FAQs to help your customers solve issues independently without contacting support.
• AI Copilot and automation: BoldDesk leverages AI to enable you to automate repetitive tasks such as ticket assignment and escalation, increasing your agents’ efficiency.
• AI Agent: BoldDesk’s powerful AI agent effectively handles customer inquiries and workflows without human intervention, reducing manual workload for your support team.
• Mobile support: BoldDesk’s mobile help desk is optimized for iPhone and Android smartphones and tablets, allowing support agents to respond to customer requests on the go.
• Integrations: It integrates with several other applications to increase the functionality of your helpdesk and create a unified platform for delivering exceptional customer experiences.
• Reports and analytics: You can easily generate reports on agent performance and ticket resolution times and perform analyses to gain crucial insights.
• Customization features: The app lets you personalize the look and feel of your help desk according to your brand’s colors and design.

Pricing

BoldDesk equips businesses with a powerful hybrid support solution that combines AI’s efficiency with human agents’ empathy and reliability.

Its flexible pricing model allows companies to manage support costs effectively while delivering high-quality customer service across all channels.

Note: AI agents are available exclusively in the Momentum and Enterprise plans, and they operate on a performance-based pricing model of $0.75 per successful resolution.

To further enhance your human agents, the AI Copilot can be added for just $20 per month, offering intelligent assistance and boosting productivity.

With BoldDesk, businesses can scale their support operations confidently while focusing on customer satisfaction.

Need More Agents? Let’s create a tailored solution just for you — speak with our experts today.

LiveAgent

LiveAgent SaaS help desk software provides features such as multilingual chat widgets, chat routing, and chat history. Its interactive live chat software helps support teams to provide exemplary customer service.

Key features

• Chat routing
• Reports and analytics
• AI assistant

Pricing:

• Small business package: $15/month
• Medium business package: $29/month
• Large business package: $49/month
• Enterprise package: $69/month

HappyFox

HappyFox is a popular SaaS help desk software offering features such as canned responses, task management, and reports.

Key features

• Satisfaction surveys
• Automation
• Knowledge base

Pricing

• Basic: $9/month
• Team: $39/month
• Pro: $89/month
• Enterprise PRO: Contact sales

Plans for unlimited agents start at $1599/month.

Zoho Desk

Zoho Desk help desk SaaS software boasts of several integrations, amongst other features such as chatbots and reports.

Key features

• Multi-brand help centre
• Web forms
• AI chatbot

Pricing

• Standard: $12/month
• Professional: $20/month
• Enterprise: $35/month

Kayako

Another good help desk software SaaS example is Kayako. It offers several features such as reporting and AI assistance.

Key features

• AI suggested responses
• Ticketing system
• Integrations

Pricing

• Essential: 39/month
• Professional: $99/month
• Enterprise: Contact sales

Jira Service Desk

Jira, which is well known for its IT service system, provides Jira service desk as its customer-facing SaaS help desk solution. It has basic features including integrations and a knowledge base.

Key features

• Knowledge base
• Reports
• Automation

Pricing

• Standard: $19.04/month
• Premium: $47.82/month
• Enterprise: Contact sales

Hiver

Hiver is an easy-to-use help desk for SaaS software, which is well-known for its Gmail integrations. It enables teams to share and manage email accounts, fostering seamless collaboration.

Key features

• Multichannel support
• Reporting and analytics
• Shared inbox

Pricing

• Lite: $19/month
• Growth: $29/month
• Pro: $49/month
• Elite: Contact sales

Kustomer

With Kustomer, you get a SaaS help desk with the necessary features to personalize customer support. These include multiple integrations and AI assistance.

Key features

• Data storage
• Reporting and analytics
• Workflow automation

Pricing

• Professional: $0.59 per conversation
• Enterprise: $0.75 per conversation
• Ultimate: Contact sales

Talkdesk

Talkdesk is a SaaS help desk software popular for its AI assistant. It has several features that enable support staff to provide satisfactory assistance.

Key features

• AI assistance
• Intelligent routing
• Call recording

Pricing

• Cloud Digital Essentials: $85 per month
• Cloud Essentials: $85 per month
• Cloud Elevate: $115 per month
• Cloud Elite: $145 per month

Tidio

Tidio is a SaaS help desk software that helps customer service agents to respond to client inquiries using AI. It is also equipped with a dedicated chatbot for customer service.

Key features

• AI-powered support
• Real-time conversations
• Video call support

Pricing

• Starter: $29/month
• Growth: $59/month
• Plus: $749/month
• Premium: $2999/month

JitBit

JitBit is a help desk SaaS software with a live chat and multiple integrations. It is designed to help customer support teams provide assistance with the help of a ticketing system.

Key features

• Mobile help desk
• Team mailbox
• Help desk automation

Pricing

• Freelancer: $29/month
• Startup: $69/month
• Company: $129/month
• Enterprise: $249/month

Best practices for SaaS help desk solutions

Choosing the right SaaS help desk software is just the beginning. To truly deliver outstanding customer support, you need to unlock its full potential.

Here are some tips to help you get the most out of your SaaS help desk software:

• Offer omnichannel support: Provide support across multiple platforms and channels through which clients can easily reach you. An omnichannel engagement strategy enhances accessibility and facilitates smooth client interaction.
• Track key metrics and KPIs: Define and identify key customer service KPIs and use them to track the performance of your SaaS help desk. Tracking help desk metrics gives you insights that allow you to configure your application to best serve your customers.
• Provide self-service options: Empower your customers to troubleshoot issues on their own by adding self-help resources such as FAQs, a customer self-service portal, and a knowledge base.
• Utilize AI: Use AI to automate repetitive tasks, give proactive responses, and auto-assign tickets to reduce the workload of your service agents and improve ticket response times.
• Train and empower the support staff: Another essential component of SaaS customer support is educating your agents. It is crucial to equip them with in-depth product knowledge and the skills to make judgments and resolve issues quickly.
• Listen to customer feedback: Companies must understand their customer’s pain points by routinely asking for and acting upon customer feedback. When you listen to customers, you can gain knowledge about the effectiveness of your SaaS solution.

Keeping these in mind will ensure you maximize the benefits of your SaaS help desk and will give you value for your money.

Choose the best SaaS help desk software to elevate your business

The best SaaS help desk software is one that enables your team to perform at their highest level, gives customers a better experience, and makes them more inclined to stick with you. BoldDesk does just this.

With robust features for ticketing management, self-service, and team collaboration, BoldDesk empowers your business to provide top-class SaaS customer support across all communication channels.

Contact us to discover how this SaaS help desk can complement your support efforts and propel your business to greater heights!

We hope these tips help you pick the right SaaS help desk software. Do you have any additional insights? Please leave your comments in the section below!

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