Arlington, VA — Capterra, an online service that connects buyers and sellers of business software, unveiled its latest infographic today, ranking the "Top 20 Most Popular Help Desk Software Solutions." Zendesk, Kayako, and UserVoice claimed the top spots on the list, which is the first of Capterra's infographics to cover the help desk industry.
Help desk software allows businesses to better manage client issues and requests for help. Various types of organizations across many industries use help desk software in their customer service departments. If a customer has a question or concern about a product or service, they can submit a request through help desk software to reach their vendor. Common help desk software features include chat functionality, support ticket tracking, call tracking, and incoming call management.
"Software solutions increase the efficiency and effectiveness of how a company runs their business," said Capterra President and CEO, Michael Ortner. "Help Desk software takes that to the next level by offering their clients the ability to easily engage with their customers, improving the overall customer experience."
Capterra's infographic rankings are based on a popularity index, which weighs in the Help Desk vendors' number of customers, number of users and social presence scores. The company's most recent infographics include Accounting Software, Project Management, and Contract Management. Capterra updates the Top 20 rankings throughout the year to ensure that the data current and reflects changing trends within the respective industries.
"Gone are the days of customers calling a 1-800 number to get in contact with their vendors," said Ortner. "Now, there are multiple channels available: email, social media, live chat, and video, to name just a few. The next big thing will be mobile capabilities, with companies already including a support button within their mobile apps, allowing customer to reach out on the go. Help Desk technology has come a long way and will continue to develop as customer demands grow."